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Never Forget Your Credit Card at the Bar Again With This New Digital ‘Open Tab’ Feature

Never Forget Your Credit Card at the Bar Again With This New Digital ‘Open Tab’ Feature

Mastercard to debut a new feature that lets customers open a bar tab with an app without parting ways with their credit card

Finally technology catches up with nightlife.

We’ve all been there: You’re having a fun night out with friends and you open a tab at the bar. “Open Tab” is an expansion of the Qkr! feature that a adds a mobile order-ahead and payment platform to the Masterpass app.

Open Tab allows customers to open a tab at a bar without actually handing in their credit or debit card. Customers can see their bill and pay via their smartphone without having to wait what seems like forever to get the bartender’s attention to close out their tab.

“Today, we’re looking for convenience in all parts of our lives,” said Betty DeVita, chief commercial officer, Digital Payments and Labs, Mastercard in a statement. “Though grab-and-go retail is becoming increasingly popular with those on the move, consumers maintain high customer service expectations. Qkr! with Masterpass provides them with a frictionless retail experience – bringing together self-service, fast, seamless payments and card safety and security in new and unique ways.”

The feature is coming to restaurants and bars in the summer of 2017.


Never Forget Your Credit Card at the Bar Again With This New Digital ‘Open Tab’ Feature - Recipes

Q: What is Mastercard Send?

A: Mastercard Send is a first-of-its-kind interoperable global platform that enables funds to be sent quickly and securely via three payment flows:

  • Disbursements - payments from governments, businesses, and non-profits to consumers
  • Domestic P2P - payments between two consumers in one country
  • Cross-border P2P - payments between two consumers in different countries

Q: Which Mastercard Send flows are currently available in the U.S.?

A: The Mastercard Send API is available for Domestic P2P and Disbursements providers. Additionally, there is a Remittance API that can be used for providers looking to enable cross-border payments originating in the United States.

Q: Why is Mastercard offering these services?

A: In the U.S., Disbursements and P2P payments make up $4 trillion per year most of these payments are made via checks, ACH transfers and cash. Currently, the methods for these payments are slow, lack ubiquity and create security concerns. Consumers want to be able to send and receive money using their connected devices regardless of where they bank and disbursers are looking for cheaper and more efficient ways to send money to their consumers. In line with Mastercard's vision to build a World Beyond Cash, Mastercard Send aims to make payments easier, safer and more efficient for all parties.

Q: How does a Send transaction work?

A: While most electronic P2P and Disbursements' solutions rely on slow, batch-oriented ACH methods, the Mastercard Send solution leverages debit networks to move funds, typically within seconds. Mastercard Send is unique: funds can be transferred to virtually all debit cards in the U.S. and, in most cases, funds can be transferred typically within seconds. Through a set of APIs, a service provider can request a transfer through a sending acquirer, which Mastercard then routes to any U.S. bank account via a debit card regardless of the brand.

Q: What cards are eligible for Mastercard Send transactions?

A: Currently, the service is only available for U.S. consumer debit and reloadable prepaid cards. However, the MoneySend mandate includes all consumer cards: debit, credit and prepaid. Mastercard recommends that issuers support all cards when migrating to Transaction Code 28 to prepare for future service enhancements.

Q: What role does an issuer play in a Send transaction?

A: One role that issuers play in a Send transaction is as receiving institutions. In this role, issuers are required to post funds to their cardholders' accounts.

When a service provider sends funds to a debit account using Transaction Code 28, the issuer of the receiver's debit card is paid a share of network fees. Once an issuer has complied with the MoneySend mandate to enable Transaction Code 28, they will be eligible to start collecting these fees. For more information on the mandate, see Global Operations Bulletin No. 2 (February 2, 2014).

Q: Can an issuer use Mastercard Send for a P2P program?

A: An issuer could offer P2P payment services by leveraging the Mastercard Send API to allow their cardholders to send and receive payments with their friends and family. While Mastercard Send is a critical part of a P2P program, interested issuers should consider the other necessary implementation measures and development requirements. These considerations should include: customer acquisition costs, receiver management requirements for users without accounts at a bank, the necessary user interfaces for a standalone or integrated mobile application, among other considerations.

Q: How does Mastercard Send differ from MoneySend?

A: Mastercard Send is the first-of-its-kind interoperable global platform that enables funds to be sent quickly and securely. In the U.S., it will enable disbursements and P2P payments to and from nearly any U.S. debit card account, including non-Mastercard debit cards. MoneySend is the Mastercard transaction type (Transaction Code 28) designed for real-time money transfers by issuers connected to the Mastercard network.

Where can I get a Mastercard® Everyday Prepaid Card?

Find the Mastercard Everyday Prepaid Card that's right for you they're available at participating stores and online at Mastercard Prepaid cards.

Do I have to activate and register my prepaid card before using it?

Activation and registration requirements vary, so check your card packaging for detailed instructions. However, you'll need to register your card in order to take advantage of the reload function, Zero Liability Protection and card replacement benefits offered by your prepaid card.

How do I use my Mastercard Everyday Prepaid Card?

Use your Everyday Prepaid Card like a regular debit or credit card at checkout swipe it at the terminal or give it to the cashier if requested. Your purchase will automatically be deducted from the card balance.

Where can I use my Mastercard Everyday Prepaid Card?

Use your Mastercard Everyday Prepaid Card anywhere that Debit Mastercard is accepted, including millions of locations worldwide plus online, mail and phone orders. You can also use your card to pay bills online.

My available card balance won't cover my purchase amount. Can I still use my prepaid card?

Yes, just tell the cashier in advance how much to deduct from your prepaid card and how much you will pay using an alternate payment method. Note that this process, known as "split tender," may not be supported by all merchants.

How do I return an item purchased with a Mastercard Everyday Prepaid Card?

When you make a return, the cashier may ask to see your card. The value of the returned merchandise will be credited back to the card.

I can't find my Mastercard Everyday Prepaid Card. What should I do?

If you registered your Mastercard Everyday Prepaid Card, your issuer can use the information you provided during registration to issue a replacement card. Be sure to keep a record of the card number.

Contact the issuer immediately to report a lost or stolen card. You can also contact Emergency Services for additional assistance.

Mastercard Everyday Prepaid Cards that have been registered include Zero Liability Protection. Certain exceptions apply.

How do I add funds to my card?

The best way to add funds to your card is to set up direct deposit of your paycheck. Direct deposit information varies, so check your card packaging or contact the card issuer.

You can also add money to your card at participating retail locations. Check your card packaging or contact the card issuer to find out which retailers are supported.

Where can I get a Mastercard Prepaid Gift Card?

Mastercard Prepaid Gift Cards are available at bank branches, retail locations, online and via phone. There are many card styles to choose from, some of which can be customized with unique designs, the recipient's name and personal messages. It's easy to find the prepaid gift card that's right for you.

I received a Mastercard Prepaid Gift Card. Do I need to activate or register my card before using it?

Many Mastercard Prepaid Gift Cards sold in retail locations are automatically activated when the card is purchased. Call the customer service number on the back of the card if you have questions about activation. For online and telephone purchases, you may need to register your card with the card issuer.

How long can I use my Mastercard Prepaid Gift Card?

You can make purchases on your prepaid gift card until the value of the card has been depleted, or until the expiration date shown on the card.

How do prepaid travel cards work?

Prepaid travel cards work just like all Mastercard Prepaid Cards, which means you can spend up to the value placed on the card anywhere Debit Mastercard is accepted.

You might want to check your card balance before you shop since the merchant or service provider may not be able to retrieve this information for you.

How can I get the balance on my prepaid travel card?

Depending on your card, you may be able to check your balance on the issuer's website. Certain merchants will also have the ability to read your card's balance for you.

What if my card is lost or stolen?

Contact the issuer of your card immediately to report a lost or stolen card. There is a customer service number listed on the back of the card. Be sure to keep a record of the Mastercard Travel Card number. Your issuer may need this information to cancel the card and issue a replacement.

Mastercard Travel Prepaid Cards that have been registered may include Zero Liability Protection. Certain exceptions apply.

What is Mastercard rePower?

The Mastercard rePower Load Network is a service that allows you to add money to your eligible Mastercard Prepaid Card at participating merchants.

How do I get my Mastercard Prepaid Card balance?

Follow the instructions provided with your card. Generally, this includes either visiting the card issuer's website or by calling the phone number on the back of the card.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.

What data does Mastercard collect and how does Mastercard use it?

When processing a purchase transaction, we collect limited information such as card number, merchant name, location, and the date and amount of the transaction. Importantly, we do not generally collect the cardholder’s name, address or other directly identifiable information. We may collect additional personal information in other contexts, such as for fraud monitoring and prevention, authentication, risk management and dispute resolution, or when individuals decide to participate in one of our optional programs such as Priceless Cities.

How does Mastercard capture the value of data while protecting people’s privacy?

We help businesses, governments, the public sector and individuals better understand the world around them. To achieve this, we remove personal information by anonymizing data and produce aggregated trends and insights. One way that we use these trends and insights is for social good, thereby advancing financial inclusion and humanitarian efforts around the globe. Combined with our strong commitment to data ethics, this contributes to effective outcomes while respecting people’s privacy and human rights.

How can individuals know more about what data Mastercard collects and how that information may be used?

Transparency is core to Mastercard. We explain how we handle individuals’ personal information in our Global Privacy Notice, which is complemented by specific privacy notices for certain products and services. As a service provider, we refer individuals to the privacy notice provided by those third parties for more information on how their personal information is handled.

Does Mastercard share transaction data?

We do not share transaction data without consent or as otherwise legally permitted such as in the context of fraud prevention.

How does Mastercard navigate the rapidly evolving global privacy landscape?

Mastercard complies with all regional and local regulations, including the General Data Protection Regulation (GDPR) in the European Union, the Lei Geral de Proteção de Dados Pessoais (LGPD) in Brazil and the California Consumer Privacy Act (CCPA). In particular, we’ve embraced the GDPR as an opportunity to enhance our data practices globally. That is, we have extended the GDPR’s high standards and privacy rights to all individuals around the world, wherever they live.

What impact will Schrems II and Brexit have on Mastercard’s approach to data transfers?

Mastercard relies on its Binding Corporate Rules (“BCRs”) to transfer EU personal data to Mastercard entities outside of the EEA in compliance with the GDPR. There is therefore no immediate impact on data transfers. Mastercard closely monitors European and UK regulatory guidance on this issue. More information on our position regarding Brexit can be found here, and further information about the Schrems II Judgment can be found here.

Has Mastercard received recognition for its privacy practices?

Yes. In Europe, our Binding Corporate Rules (“BCRs”) have been approved by EEA Data Protection Authorities and allow us to transfer personal information from our cardholders, customers, partners and employees to all Mastercard entities globally. In 2019, Mastercard also received certifications under the Asia-Pacific Economic Cooperation (APEC) Cross-Border Privacy Rules system and the Privacy Recognition for Processors system. For more information on the APEC systems, please visit: http://cbprs.org.

What steps does Mastercard take to ensure privacy is protected?

We take your privacy very seriously. That's why we embed privacy safeguards into all of our products and services, limiting data use to only what’s necessary and looking for ways to encrypt or de-identify personal information while making sure each product is still convenient and easy to use. In addition, we employ rigorous standards to ensure the safety and security of data not only within Mastercard, but with all our partners and vendors as well.

Who owns personal information?

Your personal information belongs to you you control how it is used.

How can individuals control how their data is being used?

We provide individuals with privacy rights and choices. You can opt out of your personal information being used for marketing, data analytics and web analytics at any time and at no cost, using our online forms. Individuals also have the right to access, correct, modify or move their personal information via our online portal, which is currently available for all users located in the European Union and will shortly be accessible worldwide.

A merchant required me to make a minimum purchase when I used my credit card. What should I do?

A merchant located in the United States or a U.S. region/territory may set a minimum transaction amount for credit cards only. The amount may not exceed $10 and cannot discriminate between issuers or between Mastercard(r) and other acceptance brands. Merchants are not permitted to require a Mastercard cardholder to pay a minimum amount for a Debit Mastercard or Mastercard prepaid card transaction. If you believe that a merchant inappropriately requested a minimum charge, you may report this by completing a form available through this link: Report a problem.

A merchant wanted to charge a surcharge or fee to use my Mastercard. What should I do?

As a result of a court-approved settlement, Mastercard agreed to modify its rules to permit U.S. merchants to surcharge Mastercard credit cards as long as they complied with certain limitations.

Merchants have the option to add a surcharge at the "brand level" where the surcharge is the same for all Mastercard credit cards, regardless of the card's issuer, or they can add a surcharge at the "product level" (e.g., apply a surcharge to all World Mastercard cards regardless of the card's issuer but not standard Mastercard credit cards). Read the details on our merchant surcharge page. A merchant's ability to surcharge on credit cards is subject to any restrictions or prohibitions imposed by applicable state law. Mastercard rules continue to prohibit merchants from applying a surcharge on debit cards.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, send us an email and provide the information requested.

What should I do if the merchant surcharge was not clearly disclosed before I paid?

Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you believe you've been charged incorrectly, send us an email with the merchant details and other necessary information.

What should I do if the merchant surcharge was higher than I expected?

The surcharge that the merchant assesses may not exceed the merchant discount rate that the merchant pays for the credit card that is surcharged. In the United States, this charge for Mastercard typically ranges from 1.5% to 3% and in no event may the merchant surcharge greater than 4%. Merchants much clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you do not believe that you have been charged appropriately, or you would like to report a questionable charge, send us an email.

Why was I charged a higher amount at the pump because I used my Mastercard?

A merchant may provide a discount to its customers paying cash, provided that the discount is posted. If you'd like to report a questionable charge, you may report a problem by completing this online form.

Are merchants allowed to ask me to provide identification to use my Mastercard?

There are certain situations, such as shipping purposes, in which a merchant may require personal information. However, if you believe a merchant has violated the above standard or their actions requesting identification are questionable, you may report a problem by completing this online form.

My card was declined while trying to make a purchase. What should I do?

If a transaction is declined, please contact the financial institution that issued your card. Sometimes banks put security measures in place on certain types of transactions to reduce the risk of fraud, which may result in declined transactions.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please contact us to submit your question.

How can I get a replacement card?

Mastercard® can assist you in getting a replacement card by working with the financial institution that issued your card to acquire a new account number. To request an emergency card replacement, please contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

I received an email/phone call from Mastercard® about my account, but it appears to be a scam or a phishing email. What should I do?

Mastercard will never solicit personal or account information from a cardholder and we suspect that the information you received is fraudulent. Consumers should always safeguard their personal information and refrain from responding to suspicious email/phone scams. If you suspect fraud on your account, please contact your issuing bank immediately to report it. We would appreciate if you could forward the original email here.

Someone called to offer a lower rate on my Mastercard but it seems to be a scam. What should I do?

Mastercard does not contact individuals to request personal information including credit or debit card account information. If you received an unsolicited phone call, email, text or social media request from an individual claiming to be a Mastercard representative, do not respond.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the financial institution that issued your credit or debit card to report the incident.

I believe fraudulent purchases were made on my Mastercard. How do I report it?

If you believe a transaction posted to your account is fraudulent, you should immediately contact the financial institution that issued your card. Look for a customer service number on the back of the card or on your billing statement. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

I know who committed fraud on my Mastercard credit or debit card. How do I report it?

If you believe that you have information about a person who has committed fraud by using your Mastercard without your permission, please contact the financial institution that issued your card. Contact information can be located on the back of your card or on a monthly billing statement.

I believe someone has applied for a Mastercard credit card in my name. What should I do?

Mastercard does not issue cards and we can't tell you if an account has been opened in your name. If you know the name of the financial institution that may have opened an account or issued a card in your name without your consent, we recommend you contact that financial institution immediately and cancel the account.Then you should notify each of the three U.S. credit reporting agencies (if you're based in the U.S.):

The credit reporting agencies should provide you with a copy of your credit report. Even if you don't see an unusual creditor on a credit report, you should formally write to advise them of the situation.

For more information on credit reports, go to www.ftc.gov and select Credit Reports.

There was a breach on my account and I received a new card. How can I get more information?

Mastercard appreciates your diligence in protecting your finances. While we take each card breach very seriously and are working closely with investigative agencies, we encourage you to contact your financial institution for the most up-to-date information. Typically, there is a customer service number on the back of the card that you can call.

How do I report potential fraud?

If you possess contact information for someone who has committed fraud on a Mastercard® account, please contact your merchant service provider for assistance in reaching the financial institution that issued the Mastercard account.

What is Mastercard® rePower?

The Mastercard rePower Load Network is a service from Mastercard that allows you to add money to your eligible card at participating merchants. This service is currently available in the U.S. at over 100,000 retail locations.

How does Mastercard rePower work?

Simply visit a participating retailer with the cash you want to add. Some retailers support the card swipe method, which enables you to add funds in-store by asking the cashier to swipe your card. Other retailers sell reload packs, (Green Dot MoneyPak, Vanilla Reload Pack), that you purchase and add to your card by entering a code online or by phone.

You can also add funds at Western Union locations fill out a form and an agent will load the money onto your card.

How do I use the Mastercard rePower Locator?

Type in a city and state, or a zip code to search for a retail location nearest you. You can further narrow down the list of Mastercard rePower merchant locations by providing a street address. Click the Search button, and you will be presented with a list of locations and the type of reload supported (e.g., Card Swipe, Western Union, Reload Pack).

How do I get my card balance?

Follow the instructions provided with your card. Typically, you may get your balance by either visiting your card issuer's website or by calling the phone number on the back of the card.

How much does a Mastercard rePower reload transaction cost?

Reload fees may apply, depending on the retailer. Please refer to the fees section and also check with a participating merchant for the most up-to-date information.

Can I reload any card at Mastercard rePower merchants?

Your debit or prepaid card must be eligible for rePower reloads. You can find out if your card is eligible by looking for the Mastercard rePower logo on the back of your card or by contacting your card issuer.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.

What is Mastercard® Identity Check and how does it impact SecureCode?

Mastercard Identity Check is our new and improved payment authentication program based on the payment industry specification - EMV 3-D Secure. SecureCode customers are encouraged to transition to Identity Check to take full advantage of the superior program benefits. As the transition takes place, you will progressively see Identity Check information replacing SecureCode.

What is Mastercard® SecureCode?

Mastercard SecureCode is a service to enhance your existing Mastercard credit card or debit card. With a private code - similar to a PIN - you get protection against unauthorized use of your card when you shop at participating online retailers.

How does Mastercard SecureCode work?

Once you've registered and created your own private SecureCode, you'll be prompted to enter your code when you shop with a participating online merchant. Your SecureCode will be quickly confirmed by your financial institution and your purchase will be complete.

Your SecureCode will never be shared with the merchant. It's just like entering your PIN at an ATM.

What should I do if I can't remember my SecureCode?

If you forget your code, you may be prompted to reset it, or you can contact the customer service number for your financial institution, which is typically found on the back of your card.

What is Mastercard's policy when it comes to reporting security vulnerabilities?

At Mastercard®, safety and security are foundational principles central to every part of our company and the innovative technology platforms and services we enable. We know that secure products and services are essential to the trust that our customers, cardholders, merchants and other partners place in us.

If you believe you have identified a security vulnerability, we encourage you to report this to us as soon as possible through our vulnerability reporting program. We'll investigate all verifiable and legitimate reports and do our best to fix the problem as quickly as possible.

What platforms and vulnerability categories are in scope?

Please visit https://bugcrowd.com/mastercard and https://bugcrowd.com/mastercard-vdp for an updated list of applications which are in scope for our Bug Bounty program. Certain applications are open in an “invite only” mode and may not show up on the list of public Bug Bounty programs. Mastercard invites selected researchers for such programs based on their technical expertise and rankings on the Bugcrowd leaderboards.

What if I identify vulnerabilities or issues outside of these areas?

Monetary rewards are offered to external security researchers if they identify an issue on one of the in-scope platforms. Compensation depends on the severity and impact of the identified issue. Mastercard reviews each identified vulnerability and reserves the right to reward submissions made on out-of-scope assets. We encourage researchers to submit identified vulnerabilities on out-of-scope assets on the https://bugcrowd.com/mastercard-vdp program.

What is the reward process for reported vulnerabilities?

You can submit potential security vulnerabilities to us through our Bug Bounty programs (on Bugcrowd.com) for consideration of rewards. Reward-related details are available on https://bugcrowd.com/mastercard. Please note that information provided through a Mastercard email address ([email protected]) is not eligible for compensation under our vulnerability reporting program.

A merchant wanted to charge a surcharge or fee to use my Mastercard. What should I do?

Merchants can charge an extra fee to customers who pay with Mastercard branded credit cards, where permissible by law. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. Additional details on these surcharges can be found in our merchant surcharge rules.

Merchants must clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or would like to report a questionable charge, please send us an email.

What should I do if the merchant surcharge was not clearly disclosed before I paid or indicated on my receipt?

Merchants can charge a surcharge to customers who pay with Mastercard®-branded credit cards. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. Click here to read the requirements.

If you believe you've been charged incorrectly, send us an email with the merchant details and other necessary information.

What should I do if the merchant surcharge was higher than I expected?

The surcharge that the merchant assesses may not exceed the merchant discount rate that the merchant pays for the credit card that is surcharged. In the United States, this charge for Mastercard typically ranges from 1.5% to 3%. In no event may the merchant surcharge an amount greater than 4%. Merchants much clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, email us here and provide the information requested.

I was charged a surcharge without my knowledge. What should I do?

Merchants can charge an extra fee to all customers who pay with Mastercard® branded credit cards. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. These requirements can be found by visiting our merchant surcharge rules.

Merchants must clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt.

If you're not certain whether you have been charged appropriately, or you'd like to report a questionable charge, please send us an email.

If I have a problem making a tax payment, whom can I contact?

For specific questions relating to state or local income taxes, contact your local tax authority.

How can I be sure that my card payment has been processed?

Upon card authorization, the service provider will provide you with a confirmation number.

How will I know what fees I'll be charged if I pay taxes with a card?

After you've entered the payment amount, the website will disclose the convenience fee. The fees may vary depending upon the amount of taxes due.

What information will I need to have available to pay taxes with my Mastercard?

A: When prompted, you'll be asked for the following:

  • taxpayer property/parcel number
  • balance due (in whole dollars) calculated on the tax return
  • 16-digit Mastercard number
  • Mastercard expiration date
  • ZIP code where monthly Mastercard account statements are mailed, or zip code of primary cardholder

How will a federal tax payment appear on my statement?

There will be two separate entries related to the tax payment transaction: the first will display the amount of tax paid and identify the payee as “US Treasury Tax Payment,”and the second entry will display the convenience fee and be listed as “Tax Payment Convenience Fee.”

Where can I get information about IRS e-file?

You can reach the IRS by calling 1-800-829-1040 or by visiting www.irs.gov.

Someone called to offer a lower rate on my Mastercard but it seems like a scam. What should I do?

Please be advised that Mastercard does not attempt to contact individuals to request personal information including credit or debit card account information. If you receive an unsolicited phone call, email, text message or social media request from an individual claiming to be a Mastercard representative: DO NOT RESPOND.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or other inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the bank or financial institution that issued your credit or debit card to report the incident.

What is tokenization?

Tokenization is the process of replacing a card’s primary account number (PAN)—the 16-digit number on the plastic card—with a unique alternate card number, or “token.” Tokens can be used for mobile point-of-sale transactions, in-app purchases or online purchases.

What are the benefits of tokenization?

Tokenization reduces fraud related to digital payments by making transactions more secure by including a dynamic component with each transaction. It takes the security of a physical EMV chip and applies it to non-card environments including proximity, mobile and internet payments.

Merchants benefit from more secure transactions as well as faster checkout experiences, new payment acceptance options and more ways to sell.

How do I ensure that I can accept transactions from eligible devices?

Existing contactless terminals are compatible with tokenized transactions and no action is required. Mastercard® offers merchants a free, optional service for a more secure in-app payment acceptance called Digital Secure Remote Payment (DSRP). To use DSRP merchants must:

  • Contact their acquirer to ensure that they support DSRP
  • Integrate their mobile app with the digital wallet partner

What is Mastercard’s role in the launch of digital wallets?

The new digital wallets connect into Mastercard Digital Enablement Service (MDES), so participating issuers can enable secure mobile payments on millions of devices.

What do these new digital payments mean for me?

For consumers and merchants alike, every purchase made with a tokenized Mastercard debit, credit, prepaid or small business card using Apple PayTM, Google PayTM or Samsung Pay in the United States offers the enhanced security and benefits of a digital Mastercard transaction including secure tokenization technology.

Will this affect the way I identify new or returning consumers?

Merchants that use card numbers to identify customers will not be able to recognize returning customers if it's the first time they're using their token, since it appears as a new card number. However, when used again, merchants will be able to recognize the token associated with that consumer’s device.

What should I do if I have a transaction dispute related to COVID-19?

For questions on dispute resolution during COVID-19, please review frequently asked questions and best practices here.

How can I dispute a charge?

Please contact the financial institution that issued your card to dispute a charge. Only your issuer holds your specific and unique information including what rights you have to file disputes. The dispute process agreed to by financial institutions that issue Mastercard or process Mastercard transactions is set up to allow the financial institutions to manage disputes with cardholders and merchants in a formal manner.

Who do I contact if I never received an item that I purchased online or by phone?

If you did not receive an item that you purchased or if you received an incorrect item, you should first contact the merchant to try to resolve the situation. If you can't come to an agreement and you want to dispute the transaction, this must be done directly with the financial institution that issued your Mastercard. Typically, there is a customer service number for your financial institution on the back of the card.

I made a purchase but received the wrong item. What should I do?

If you purchased an item but received the wrong one, please contact the merchant to try to resolve the situation. If you and the merchant cannot resolve the issue, and you want to file a disputed transaction, this must be done directly with the financial institution that issued your Mastercard.

Typically, there is a customer service number for your financial institution on the back of the card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

How do I get a refund from a business that has filed bankruptcy?

If you used a Mastercard for a purchase from a business that has filed for bankruptcy, you can file a disputed transaction with the financial institution that issued the card.

Typically, there is a customer service number for your financial institution on the back of your card card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

What should I do if the financial institution that issued my Mastercard says that Mastercard denied my dispute?

If your dispute case was denied, the financial institution that issued your Mastercard will be able to explain the reason.

Typically, there is a customer service number for your financial institution on the back of your card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll free at 1-800-627-8372 or 'Collect' by dialing 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.


Never Forget Your Credit Card at the Bar Again With This New Digital ‘Open Tab’ Feature - Recipes

Q: What is Mastercard Send?

A: Mastercard Send is a first-of-its-kind interoperable global platform that enables funds to be sent quickly and securely via three payment flows:

  • Disbursements - payments from governments, businesses, and non-profits to consumers
  • Domestic P2P - payments between two consumers in one country
  • Cross-border P2P - payments between two consumers in different countries

Q: Which Mastercard Send flows are currently available in the U.S.?

A: The Mastercard Send API is available for Domestic P2P and Disbursements providers. Additionally, there is a Remittance API that can be used for providers looking to enable cross-border payments originating in the United States.

Q: Why is Mastercard offering these services?

A: In the U.S., Disbursements and P2P payments make up $4 trillion per year most of these payments are made via checks, ACH transfers and cash. Currently, the methods for these payments are slow, lack ubiquity and create security concerns. Consumers want to be able to send and receive money using their connected devices regardless of where they bank and disbursers are looking for cheaper and more efficient ways to send money to their consumers. In line with Mastercard's vision to build a World Beyond Cash, Mastercard Send aims to make payments easier, safer and more efficient for all parties.

Q: How does a Send transaction work?

A: While most electronic P2P and Disbursements' solutions rely on slow, batch-oriented ACH methods, the Mastercard Send solution leverages debit networks to move funds, typically within seconds. Mastercard Send is unique: funds can be transferred to virtually all debit cards in the U.S. and, in most cases, funds can be transferred typically within seconds. Through a set of APIs, a service provider can request a transfer through a sending acquirer, which Mastercard then routes to any U.S. bank account via a debit card regardless of the brand.

Q: What cards are eligible for Mastercard Send transactions?

A: Currently, the service is only available for U.S. consumer debit and reloadable prepaid cards. However, the MoneySend mandate includes all consumer cards: debit, credit and prepaid. Mastercard recommends that issuers support all cards when migrating to Transaction Code 28 to prepare for future service enhancements.

Q: What role does an issuer play in a Send transaction?

A: One role that issuers play in a Send transaction is as receiving institutions. In this role, issuers are required to post funds to their cardholders' accounts.

When a service provider sends funds to a debit account using Transaction Code 28, the issuer of the receiver's debit card is paid a share of network fees. Once an issuer has complied with the MoneySend mandate to enable Transaction Code 28, they will be eligible to start collecting these fees. For more information on the mandate, see Global Operations Bulletin No. 2 (February 2, 2014).

Q: Can an issuer use Mastercard Send for a P2P program?

A: An issuer could offer P2P payment services by leveraging the Mastercard Send API to allow their cardholders to send and receive payments with their friends and family. While Mastercard Send is a critical part of a P2P program, interested issuers should consider the other necessary implementation measures and development requirements. These considerations should include: customer acquisition costs, receiver management requirements for users without accounts at a bank, the necessary user interfaces for a standalone or integrated mobile application, among other considerations.

Q: How does Mastercard Send differ from MoneySend?

A: Mastercard Send is the first-of-its-kind interoperable global platform that enables funds to be sent quickly and securely. In the U.S., it will enable disbursements and P2P payments to and from nearly any U.S. debit card account, including non-Mastercard debit cards. MoneySend is the Mastercard transaction type (Transaction Code 28) designed for real-time money transfers by issuers connected to the Mastercard network.

Where can I get a Mastercard® Everyday Prepaid Card?

Find the Mastercard Everyday Prepaid Card that's right for you they're available at participating stores and online at Mastercard Prepaid cards.

Do I have to activate and register my prepaid card before using it?

Activation and registration requirements vary, so check your card packaging for detailed instructions. However, you'll need to register your card in order to take advantage of the reload function, Zero Liability Protection and card replacement benefits offered by your prepaid card.

How do I use my Mastercard Everyday Prepaid Card?

Use your Everyday Prepaid Card like a regular debit or credit card at checkout swipe it at the terminal or give it to the cashier if requested. Your purchase will automatically be deducted from the card balance.

Where can I use my Mastercard Everyday Prepaid Card?

Use your Mastercard Everyday Prepaid Card anywhere that Debit Mastercard is accepted, including millions of locations worldwide plus online, mail and phone orders. You can also use your card to pay bills online.

My available card balance won't cover my purchase amount. Can I still use my prepaid card?

Yes, just tell the cashier in advance how much to deduct from your prepaid card and how much you will pay using an alternate payment method. Note that this process, known as "split tender," may not be supported by all merchants.

How do I return an item purchased with a Mastercard Everyday Prepaid Card?

When you make a return, the cashier may ask to see your card. The value of the returned merchandise will be credited back to the card.

I can't find my Mastercard Everyday Prepaid Card. What should I do?

If you registered your Mastercard Everyday Prepaid Card, your issuer can use the information you provided during registration to issue a replacement card. Be sure to keep a record of the card number.

Contact the issuer immediately to report a lost or stolen card. You can also contact Emergency Services for additional assistance.

Mastercard Everyday Prepaid Cards that have been registered include Zero Liability Protection. Certain exceptions apply.

How do I add funds to my card?

The best way to add funds to your card is to set up direct deposit of your paycheck. Direct deposit information varies, so check your card packaging or contact the card issuer.

You can also add money to your card at participating retail locations. Check your card packaging or contact the card issuer to find out which retailers are supported.

Where can I get a Mastercard Prepaid Gift Card?

Mastercard Prepaid Gift Cards are available at bank branches, retail locations, online and via phone. There are many card styles to choose from, some of which can be customized with unique designs, the recipient's name and personal messages. It's easy to find the prepaid gift card that's right for you.

I received a Mastercard Prepaid Gift Card. Do I need to activate or register my card before using it?

Many Mastercard Prepaid Gift Cards sold in retail locations are automatically activated when the card is purchased. Call the customer service number on the back of the card if you have questions about activation. For online and telephone purchases, you may need to register your card with the card issuer.

How long can I use my Mastercard Prepaid Gift Card?

You can make purchases on your prepaid gift card until the value of the card has been depleted, or until the expiration date shown on the card.

How do prepaid travel cards work?

Prepaid travel cards work just like all Mastercard Prepaid Cards, which means you can spend up to the value placed on the card anywhere Debit Mastercard is accepted.

You might want to check your card balance before you shop since the merchant or service provider may not be able to retrieve this information for you.

How can I get the balance on my prepaid travel card?

Depending on your card, you may be able to check your balance on the issuer's website. Certain merchants will also have the ability to read your card's balance for you.

What if my card is lost or stolen?

Contact the issuer of your card immediately to report a lost or stolen card. There is a customer service number listed on the back of the card. Be sure to keep a record of the Mastercard Travel Card number. Your issuer may need this information to cancel the card and issue a replacement.

Mastercard Travel Prepaid Cards that have been registered may include Zero Liability Protection. Certain exceptions apply.

What is Mastercard rePower?

The Mastercard rePower Load Network is a service that allows you to add money to your eligible Mastercard Prepaid Card at participating merchants.

How do I get my Mastercard Prepaid Card balance?

Follow the instructions provided with your card. Generally, this includes either visiting the card issuer's website or by calling the phone number on the back of the card.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.

What data does Mastercard collect and how does Mastercard use it?

When processing a purchase transaction, we collect limited information such as card number, merchant name, location, and the date and amount of the transaction. Importantly, we do not generally collect the cardholder’s name, address or other directly identifiable information. We may collect additional personal information in other contexts, such as for fraud monitoring and prevention, authentication, risk management and dispute resolution, or when individuals decide to participate in one of our optional programs such as Priceless Cities.

How does Mastercard capture the value of data while protecting people’s privacy?

We help businesses, governments, the public sector and individuals better understand the world around them. To achieve this, we remove personal information by anonymizing data and produce aggregated trends and insights. One way that we use these trends and insights is for social good, thereby advancing financial inclusion and humanitarian efforts around the globe. Combined with our strong commitment to data ethics, this contributes to effective outcomes while respecting people’s privacy and human rights.

How can individuals know more about what data Mastercard collects and how that information may be used?

Transparency is core to Mastercard. We explain how we handle individuals’ personal information in our Global Privacy Notice, which is complemented by specific privacy notices for certain products and services. As a service provider, we refer individuals to the privacy notice provided by those third parties for more information on how their personal information is handled.

Does Mastercard share transaction data?

We do not share transaction data without consent or as otherwise legally permitted such as in the context of fraud prevention.

How does Mastercard navigate the rapidly evolving global privacy landscape?

Mastercard complies with all regional and local regulations, including the General Data Protection Regulation (GDPR) in the European Union, the Lei Geral de Proteção de Dados Pessoais (LGPD) in Brazil and the California Consumer Privacy Act (CCPA). In particular, we’ve embraced the GDPR as an opportunity to enhance our data practices globally. That is, we have extended the GDPR’s high standards and privacy rights to all individuals around the world, wherever they live.

What impact will Schrems II and Brexit have on Mastercard’s approach to data transfers?

Mastercard relies on its Binding Corporate Rules (“BCRs”) to transfer EU personal data to Mastercard entities outside of the EEA in compliance with the GDPR. There is therefore no immediate impact on data transfers. Mastercard closely monitors European and UK regulatory guidance on this issue. More information on our position regarding Brexit can be found here, and further information about the Schrems II Judgment can be found here.

Has Mastercard received recognition for its privacy practices?

Yes. In Europe, our Binding Corporate Rules (“BCRs”) have been approved by EEA Data Protection Authorities and allow us to transfer personal information from our cardholders, customers, partners and employees to all Mastercard entities globally. In 2019, Mastercard also received certifications under the Asia-Pacific Economic Cooperation (APEC) Cross-Border Privacy Rules system and the Privacy Recognition for Processors system. For more information on the APEC systems, please visit: http://cbprs.org.

What steps does Mastercard take to ensure privacy is protected?

We take your privacy very seriously. That's why we embed privacy safeguards into all of our products and services, limiting data use to only what’s necessary and looking for ways to encrypt or de-identify personal information while making sure each product is still convenient and easy to use. In addition, we employ rigorous standards to ensure the safety and security of data not only within Mastercard, but with all our partners and vendors as well.

Who owns personal information?

Your personal information belongs to you you control how it is used.

How can individuals control how their data is being used?

We provide individuals with privacy rights and choices. You can opt out of your personal information being used for marketing, data analytics and web analytics at any time and at no cost, using our online forms. Individuals also have the right to access, correct, modify or move their personal information via our online portal, which is currently available for all users located in the European Union and will shortly be accessible worldwide.

A merchant required me to make a minimum purchase when I used my credit card. What should I do?

A merchant located in the United States or a U.S. region/territory may set a minimum transaction amount for credit cards only. The amount may not exceed $10 and cannot discriminate between issuers or between Mastercard(r) and other acceptance brands. Merchants are not permitted to require a Mastercard cardholder to pay a minimum amount for a Debit Mastercard or Mastercard prepaid card transaction. If you believe that a merchant inappropriately requested a minimum charge, you may report this by completing a form available through this link: Report a problem.

A merchant wanted to charge a surcharge or fee to use my Mastercard. What should I do?

As a result of a court-approved settlement, Mastercard agreed to modify its rules to permit U.S. merchants to surcharge Mastercard credit cards as long as they complied with certain limitations.

Merchants have the option to add a surcharge at the "brand level" where the surcharge is the same for all Mastercard credit cards, regardless of the card's issuer, or they can add a surcharge at the "product level" (e.g., apply a surcharge to all World Mastercard cards regardless of the card's issuer but not standard Mastercard credit cards). Read the details on our merchant surcharge page. A merchant's ability to surcharge on credit cards is subject to any restrictions or prohibitions imposed by applicable state law. Mastercard rules continue to prohibit merchants from applying a surcharge on debit cards.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, send us an email and provide the information requested.

What should I do if the merchant surcharge was not clearly disclosed before I paid?

Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you believe you've been charged incorrectly, send us an email with the merchant details and other necessary information.

What should I do if the merchant surcharge was higher than I expected?

The surcharge that the merchant assesses may not exceed the merchant discount rate that the merchant pays for the credit card that is surcharged. In the United States, this charge for Mastercard typically ranges from 1.5% to 3% and in no event may the merchant surcharge greater than 4%. Merchants much clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you do not believe that you have been charged appropriately, or you would like to report a questionable charge, send us an email.

Why was I charged a higher amount at the pump because I used my Mastercard?

A merchant may provide a discount to its customers paying cash, provided that the discount is posted. If you'd like to report a questionable charge, you may report a problem by completing this online form.

Are merchants allowed to ask me to provide identification to use my Mastercard?

There are certain situations, such as shipping purposes, in which a merchant may require personal information. However, if you believe a merchant has violated the above standard or their actions requesting identification are questionable, you may report a problem by completing this online form.

My card was declined while trying to make a purchase. What should I do?

If a transaction is declined, please contact the financial institution that issued your card. Sometimes banks put security measures in place on certain types of transactions to reduce the risk of fraud, which may result in declined transactions.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please contact us to submit your question.

How can I get a replacement card?

Mastercard® can assist you in getting a replacement card by working with the financial institution that issued your card to acquire a new account number. To request an emergency card replacement, please contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

I received an email/phone call from Mastercard® about my account, but it appears to be a scam or a phishing email. What should I do?

Mastercard will never solicit personal or account information from a cardholder and we suspect that the information you received is fraudulent. Consumers should always safeguard their personal information and refrain from responding to suspicious email/phone scams. If you suspect fraud on your account, please contact your issuing bank immediately to report it. We would appreciate if you could forward the original email here.

Someone called to offer a lower rate on my Mastercard but it seems to be a scam. What should I do?

Mastercard does not contact individuals to request personal information including credit or debit card account information. If you received an unsolicited phone call, email, text or social media request from an individual claiming to be a Mastercard representative, do not respond.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the financial institution that issued your credit or debit card to report the incident.

I believe fraudulent purchases were made on my Mastercard. How do I report it?

If you believe a transaction posted to your account is fraudulent, you should immediately contact the financial institution that issued your card. Look for a customer service number on the back of the card or on your billing statement. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

I know who committed fraud on my Mastercard credit or debit card. How do I report it?

If you believe that you have information about a person who has committed fraud by using your Mastercard without your permission, please contact the financial institution that issued your card. Contact information can be located on the back of your card or on a monthly billing statement.

I believe someone has applied for a Mastercard credit card in my name. What should I do?

Mastercard does not issue cards and we can't tell you if an account has been opened in your name. If you know the name of the financial institution that may have opened an account or issued a card in your name without your consent, we recommend you contact that financial institution immediately and cancel the account.Then you should notify each of the three U.S. credit reporting agencies (if you're based in the U.S.):

The credit reporting agencies should provide you with a copy of your credit report. Even if you don't see an unusual creditor on a credit report, you should formally write to advise them of the situation.

For more information on credit reports, go to www.ftc.gov and select Credit Reports.

There was a breach on my account and I received a new card. How can I get more information?

Mastercard appreciates your diligence in protecting your finances. While we take each card breach very seriously and are working closely with investigative agencies, we encourage you to contact your financial institution for the most up-to-date information. Typically, there is a customer service number on the back of the card that you can call.

How do I report potential fraud?

If you possess contact information for someone who has committed fraud on a Mastercard® account, please contact your merchant service provider for assistance in reaching the financial institution that issued the Mastercard account.

What is Mastercard® rePower?

The Mastercard rePower Load Network is a service from Mastercard that allows you to add money to your eligible card at participating merchants. This service is currently available in the U.S. at over 100,000 retail locations.

How does Mastercard rePower work?

Simply visit a participating retailer with the cash you want to add. Some retailers support the card swipe method, which enables you to add funds in-store by asking the cashier to swipe your card. Other retailers sell reload packs, (Green Dot MoneyPak, Vanilla Reload Pack), that you purchase and add to your card by entering a code online or by phone.

You can also add funds at Western Union locations fill out a form and an agent will load the money onto your card.

How do I use the Mastercard rePower Locator?

Type in a city and state, or a zip code to search for a retail location nearest you. You can further narrow down the list of Mastercard rePower merchant locations by providing a street address. Click the Search button, and you will be presented with a list of locations and the type of reload supported (e.g., Card Swipe, Western Union, Reload Pack).

How do I get my card balance?

Follow the instructions provided with your card. Typically, you may get your balance by either visiting your card issuer's website or by calling the phone number on the back of the card.

How much does a Mastercard rePower reload transaction cost?

Reload fees may apply, depending on the retailer. Please refer to the fees section and also check with a participating merchant for the most up-to-date information.

Can I reload any card at Mastercard rePower merchants?

Your debit or prepaid card must be eligible for rePower reloads. You can find out if your card is eligible by looking for the Mastercard rePower logo on the back of your card or by contacting your card issuer.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.

What is Mastercard® Identity Check and how does it impact SecureCode?

Mastercard Identity Check is our new and improved payment authentication program based on the payment industry specification - EMV 3-D Secure. SecureCode customers are encouraged to transition to Identity Check to take full advantage of the superior program benefits. As the transition takes place, you will progressively see Identity Check information replacing SecureCode.

What is Mastercard® SecureCode?

Mastercard SecureCode is a service to enhance your existing Mastercard credit card or debit card. With a private code - similar to a PIN - you get protection against unauthorized use of your card when you shop at participating online retailers.

How does Mastercard SecureCode work?

Once you've registered and created your own private SecureCode, you'll be prompted to enter your code when you shop with a participating online merchant. Your SecureCode will be quickly confirmed by your financial institution and your purchase will be complete.

Your SecureCode will never be shared with the merchant. It's just like entering your PIN at an ATM.

What should I do if I can't remember my SecureCode?

If you forget your code, you may be prompted to reset it, or you can contact the customer service number for your financial institution, which is typically found on the back of your card.

What is Mastercard's policy when it comes to reporting security vulnerabilities?

At Mastercard®, safety and security are foundational principles central to every part of our company and the innovative technology platforms and services we enable. We know that secure products and services are essential to the trust that our customers, cardholders, merchants and other partners place in us.

If you believe you have identified a security vulnerability, we encourage you to report this to us as soon as possible through our vulnerability reporting program. We'll investigate all verifiable and legitimate reports and do our best to fix the problem as quickly as possible.

What platforms and vulnerability categories are in scope?

Please visit https://bugcrowd.com/mastercard and https://bugcrowd.com/mastercard-vdp for an updated list of applications which are in scope for our Bug Bounty program. Certain applications are open in an “invite only” mode and may not show up on the list of public Bug Bounty programs. Mastercard invites selected researchers for such programs based on their technical expertise and rankings on the Bugcrowd leaderboards.

What if I identify vulnerabilities or issues outside of these areas?

Monetary rewards are offered to external security researchers if they identify an issue on one of the in-scope platforms. Compensation depends on the severity and impact of the identified issue. Mastercard reviews each identified vulnerability and reserves the right to reward submissions made on out-of-scope assets. We encourage researchers to submit identified vulnerabilities on out-of-scope assets on the https://bugcrowd.com/mastercard-vdp program.

What is the reward process for reported vulnerabilities?

You can submit potential security vulnerabilities to us through our Bug Bounty programs (on Bugcrowd.com) for consideration of rewards. Reward-related details are available on https://bugcrowd.com/mastercard. Please note that information provided through a Mastercard email address ([email protected]) is not eligible for compensation under our vulnerability reporting program.

A merchant wanted to charge a surcharge or fee to use my Mastercard. What should I do?

Merchants can charge an extra fee to customers who pay with Mastercard branded credit cards, where permissible by law. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. Additional details on these surcharges can be found in our merchant surcharge rules.

Merchants must clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or would like to report a questionable charge, please send us an email.

What should I do if the merchant surcharge was not clearly disclosed before I paid or indicated on my receipt?

Merchants can charge a surcharge to customers who pay with Mastercard®-branded credit cards. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. Click here to read the requirements.

If you believe you've been charged incorrectly, send us an email with the merchant details and other necessary information.

What should I do if the merchant surcharge was higher than I expected?

The surcharge that the merchant assesses may not exceed the merchant discount rate that the merchant pays for the credit card that is surcharged. In the United States, this charge for Mastercard typically ranges from 1.5% to 3%. In no event may the merchant surcharge an amount greater than 4%. Merchants much clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, email us here and provide the information requested.

I was charged a surcharge without my knowledge. What should I do?

Merchants can charge an extra fee to all customers who pay with Mastercard® branded credit cards. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. These requirements can be found by visiting our merchant surcharge rules.

Merchants must clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt.

If you're not certain whether you have been charged appropriately, or you'd like to report a questionable charge, please send us an email.

If I have a problem making a tax payment, whom can I contact?

For specific questions relating to state or local income taxes, contact your local tax authority.

How can I be sure that my card payment has been processed?

Upon card authorization, the service provider will provide you with a confirmation number.

How will I know what fees I'll be charged if I pay taxes with a card?

After you've entered the payment amount, the website will disclose the convenience fee. The fees may vary depending upon the amount of taxes due.

What information will I need to have available to pay taxes with my Mastercard?

A: When prompted, you'll be asked for the following:

  • taxpayer property/parcel number
  • balance due (in whole dollars) calculated on the tax return
  • 16-digit Mastercard number
  • Mastercard expiration date
  • ZIP code where monthly Mastercard account statements are mailed, or zip code of primary cardholder

How will a federal tax payment appear on my statement?

There will be two separate entries related to the tax payment transaction: the first will display the amount of tax paid and identify the payee as “US Treasury Tax Payment,”and the second entry will display the convenience fee and be listed as “Tax Payment Convenience Fee.”

Where can I get information about IRS e-file?

You can reach the IRS by calling 1-800-829-1040 or by visiting www.irs.gov.

Someone called to offer a lower rate on my Mastercard but it seems like a scam. What should I do?

Please be advised that Mastercard does not attempt to contact individuals to request personal information including credit or debit card account information. If you receive an unsolicited phone call, email, text message or social media request from an individual claiming to be a Mastercard representative: DO NOT RESPOND.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or other inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the bank or financial institution that issued your credit or debit card to report the incident.

What is tokenization?

Tokenization is the process of replacing a card’s primary account number (PAN)—the 16-digit number on the plastic card—with a unique alternate card number, or “token.” Tokens can be used for mobile point-of-sale transactions, in-app purchases or online purchases.

What are the benefits of tokenization?

Tokenization reduces fraud related to digital payments by making transactions more secure by including a dynamic component with each transaction. It takes the security of a physical EMV chip and applies it to non-card environments including proximity, mobile and internet payments.

Merchants benefit from more secure transactions as well as faster checkout experiences, new payment acceptance options and more ways to sell.

How do I ensure that I can accept transactions from eligible devices?

Existing contactless terminals are compatible with tokenized transactions and no action is required. Mastercard® offers merchants a free, optional service for a more secure in-app payment acceptance called Digital Secure Remote Payment (DSRP). To use DSRP merchants must:

  • Contact their acquirer to ensure that they support DSRP
  • Integrate their mobile app with the digital wallet partner

What is Mastercard’s role in the launch of digital wallets?

The new digital wallets connect into Mastercard Digital Enablement Service (MDES), so participating issuers can enable secure mobile payments on millions of devices.

What do these new digital payments mean for me?

For consumers and merchants alike, every purchase made with a tokenized Mastercard debit, credit, prepaid or small business card using Apple PayTM, Google PayTM or Samsung Pay in the United States offers the enhanced security and benefits of a digital Mastercard transaction including secure tokenization technology.

Will this affect the way I identify new or returning consumers?

Merchants that use card numbers to identify customers will not be able to recognize returning customers if it's the first time they're using their token, since it appears as a new card number. However, when used again, merchants will be able to recognize the token associated with that consumer’s device.

What should I do if I have a transaction dispute related to COVID-19?

For questions on dispute resolution during COVID-19, please review frequently asked questions and best practices here.

How can I dispute a charge?

Please contact the financial institution that issued your card to dispute a charge. Only your issuer holds your specific and unique information including what rights you have to file disputes. The dispute process agreed to by financial institutions that issue Mastercard or process Mastercard transactions is set up to allow the financial institutions to manage disputes with cardholders and merchants in a formal manner.

Who do I contact if I never received an item that I purchased online or by phone?

If you did not receive an item that you purchased or if you received an incorrect item, you should first contact the merchant to try to resolve the situation. If you can't come to an agreement and you want to dispute the transaction, this must be done directly with the financial institution that issued your Mastercard. Typically, there is a customer service number for your financial institution on the back of the card.

I made a purchase but received the wrong item. What should I do?

If you purchased an item but received the wrong one, please contact the merchant to try to resolve the situation. If you and the merchant cannot resolve the issue, and you want to file a disputed transaction, this must be done directly with the financial institution that issued your Mastercard.

Typically, there is a customer service number for your financial institution on the back of the card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

How do I get a refund from a business that has filed bankruptcy?

If you used a Mastercard for a purchase from a business that has filed for bankruptcy, you can file a disputed transaction with the financial institution that issued the card.

Typically, there is a customer service number for your financial institution on the back of your card card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

What should I do if the financial institution that issued my Mastercard says that Mastercard denied my dispute?

If your dispute case was denied, the financial institution that issued your Mastercard will be able to explain the reason.

Typically, there is a customer service number for your financial institution on the back of your card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll free at 1-800-627-8372 or 'Collect' by dialing 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.


Never Forget Your Credit Card at the Bar Again With This New Digital ‘Open Tab’ Feature - Recipes

Q: What is Mastercard Send?

A: Mastercard Send is a first-of-its-kind interoperable global platform that enables funds to be sent quickly and securely via three payment flows:

  • Disbursements - payments from governments, businesses, and non-profits to consumers
  • Domestic P2P - payments between two consumers in one country
  • Cross-border P2P - payments between two consumers in different countries

Q: Which Mastercard Send flows are currently available in the U.S.?

A: The Mastercard Send API is available for Domestic P2P and Disbursements providers. Additionally, there is a Remittance API that can be used for providers looking to enable cross-border payments originating in the United States.

Q: Why is Mastercard offering these services?

A: In the U.S., Disbursements and P2P payments make up $4 trillion per year most of these payments are made via checks, ACH transfers and cash. Currently, the methods for these payments are slow, lack ubiquity and create security concerns. Consumers want to be able to send and receive money using their connected devices regardless of where they bank and disbursers are looking for cheaper and more efficient ways to send money to their consumers. In line with Mastercard's vision to build a World Beyond Cash, Mastercard Send aims to make payments easier, safer and more efficient for all parties.

Q: How does a Send transaction work?

A: While most electronic P2P and Disbursements' solutions rely on slow, batch-oriented ACH methods, the Mastercard Send solution leverages debit networks to move funds, typically within seconds. Mastercard Send is unique: funds can be transferred to virtually all debit cards in the U.S. and, in most cases, funds can be transferred typically within seconds. Through a set of APIs, a service provider can request a transfer through a sending acquirer, which Mastercard then routes to any U.S. bank account via a debit card regardless of the brand.

Q: What cards are eligible for Mastercard Send transactions?

A: Currently, the service is only available for U.S. consumer debit and reloadable prepaid cards. However, the MoneySend mandate includes all consumer cards: debit, credit and prepaid. Mastercard recommends that issuers support all cards when migrating to Transaction Code 28 to prepare for future service enhancements.

Q: What role does an issuer play in a Send transaction?

A: One role that issuers play in a Send transaction is as receiving institutions. In this role, issuers are required to post funds to their cardholders' accounts.

When a service provider sends funds to a debit account using Transaction Code 28, the issuer of the receiver's debit card is paid a share of network fees. Once an issuer has complied with the MoneySend mandate to enable Transaction Code 28, they will be eligible to start collecting these fees. For more information on the mandate, see Global Operations Bulletin No. 2 (February 2, 2014).

Q: Can an issuer use Mastercard Send for a P2P program?

A: An issuer could offer P2P payment services by leveraging the Mastercard Send API to allow their cardholders to send and receive payments with their friends and family. While Mastercard Send is a critical part of a P2P program, interested issuers should consider the other necessary implementation measures and development requirements. These considerations should include: customer acquisition costs, receiver management requirements for users without accounts at a bank, the necessary user interfaces for a standalone or integrated mobile application, among other considerations.

Q: How does Mastercard Send differ from MoneySend?

A: Mastercard Send is the first-of-its-kind interoperable global platform that enables funds to be sent quickly and securely. In the U.S., it will enable disbursements and P2P payments to and from nearly any U.S. debit card account, including non-Mastercard debit cards. MoneySend is the Mastercard transaction type (Transaction Code 28) designed for real-time money transfers by issuers connected to the Mastercard network.

Where can I get a Mastercard® Everyday Prepaid Card?

Find the Mastercard Everyday Prepaid Card that's right for you they're available at participating stores and online at Mastercard Prepaid cards.

Do I have to activate and register my prepaid card before using it?

Activation and registration requirements vary, so check your card packaging for detailed instructions. However, you'll need to register your card in order to take advantage of the reload function, Zero Liability Protection and card replacement benefits offered by your prepaid card.

How do I use my Mastercard Everyday Prepaid Card?

Use your Everyday Prepaid Card like a regular debit or credit card at checkout swipe it at the terminal or give it to the cashier if requested. Your purchase will automatically be deducted from the card balance.

Where can I use my Mastercard Everyday Prepaid Card?

Use your Mastercard Everyday Prepaid Card anywhere that Debit Mastercard is accepted, including millions of locations worldwide plus online, mail and phone orders. You can also use your card to pay bills online.

My available card balance won't cover my purchase amount. Can I still use my prepaid card?

Yes, just tell the cashier in advance how much to deduct from your prepaid card and how much you will pay using an alternate payment method. Note that this process, known as "split tender," may not be supported by all merchants.

How do I return an item purchased with a Mastercard Everyday Prepaid Card?

When you make a return, the cashier may ask to see your card. The value of the returned merchandise will be credited back to the card.

I can't find my Mastercard Everyday Prepaid Card. What should I do?

If you registered your Mastercard Everyday Prepaid Card, your issuer can use the information you provided during registration to issue a replacement card. Be sure to keep a record of the card number.

Contact the issuer immediately to report a lost or stolen card. You can also contact Emergency Services for additional assistance.

Mastercard Everyday Prepaid Cards that have been registered include Zero Liability Protection. Certain exceptions apply.

How do I add funds to my card?

The best way to add funds to your card is to set up direct deposit of your paycheck. Direct deposit information varies, so check your card packaging or contact the card issuer.

You can also add money to your card at participating retail locations. Check your card packaging or contact the card issuer to find out which retailers are supported.

Where can I get a Mastercard Prepaid Gift Card?

Mastercard Prepaid Gift Cards are available at bank branches, retail locations, online and via phone. There are many card styles to choose from, some of which can be customized with unique designs, the recipient's name and personal messages. It's easy to find the prepaid gift card that's right for you.

I received a Mastercard Prepaid Gift Card. Do I need to activate or register my card before using it?

Many Mastercard Prepaid Gift Cards sold in retail locations are automatically activated when the card is purchased. Call the customer service number on the back of the card if you have questions about activation. For online and telephone purchases, you may need to register your card with the card issuer.

How long can I use my Mastercard Prepaid Gift Card?

You can make purchases on your prepaid gift card until the value of the card has been depleted, or until the expiration date shown on the card.

How do prepaid travel cards work?

Prepaid travel cards work just like all Mastercard Prepaid Cards, which means you can spend up to the value placed on the card anywhere Debit Mastercard is accepted.

You might want to check your card balance before you shop since the merchant or service provider may not be able to retrieve this information for you.

How can I get the balance on my prepaid travel card?

Depending on your card, you may be able to check your balance on the issuer's website. Certain merchants will also have the ability to read your card's balance for you.

What if my card is lost or stolen?

Contact the issuer of your card immediately to report a lost or stolen card. There is a customer service number listed on the back of the card. Be sure to keep a record of the Mastercard Travel Card number. Your issuer may need this information to cancel the card and issue a replacement.

Mastercard Travel Prepaid Cards that have been registered may include Zero Liability Protection. Certain exceptions apply.

What is Mastercard rePower?

The Mastercard rePower Load Network is a service that allows you to add money to your eligible Mastercard Prepaid Card at participating merchants.

How do I get my Mastercard Prepaid Card balance?

Follow the instructions provided with your card. Generally, this includes either visiting the card issuer's website or by calling the phone number on the back of the card.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.

What data does Mastercard collect and how does Mastercard use it?

When processing a purchase transaction, we collect limited information such as card number, merchant name, location, and the date and amount of the transaction. Importantly, we do not generally collect the cardholder’s name, address or other directly identifiable information. We may collect additional personal information in other contexts, such as for fraud monitoring and prevention, authentication, risk management and dispute resolution, or when individuals decide to participate in one of our optional programs such as Priceless Cities.

How does Mastercard capture the value of data while protecting people’s privacy?

We help businesses, governments, the public sector and individuals better understand the world around them. To achieve this, we remove personal information by anonymizing data and produce aggregated trends and insights. One way that we use these trends and insights is for social good, thereby advancing financial inclusion and humanitarian efforts around the globe. Combined with our strong commitment to data ethics, this contributes to effective outcomes while respecting people’s privacy and human rights.

How can individuals know more about what data Mastercard collects and how that information may be used?

Transparency is core to Mastercard. We explain how we handle individuals’ personal information in our Global Privacy Notice, which is complemented by specific privacy notices for certain products and services. As a service provider, we refer individuals to the privacy notice provided by those third parties for more information on how their personal information is handled.

Does Mastercard share transaction data?

We do not share transaction data without consent or as otherwise legally permitted such as in the context of fraud prevention.

How does Mastercard navigate the rapidly evolving global privacy landscape?

Mastercard complies with all regional and local regulations, including the General Data Protection Regulation (GDPR) in the European Union, the Lei Geral de Proteção de Dados Pessoais (LGPD) in Brazil and the California Consumer Privacy Act (CCPA). In particular, we’ve embraced the GDPR as an opportunity to enhance our data practices globally. That is, we have extended the GDPR’s high standards and privacy rights to all individuals around the world, wherever they live.

What impact will Schrems II and Brexit have on Mastercard’s approach to data transfers?

Mastercard relies on its Binding Corporate Rules (“BCRs”) to transfer EU personal data to Mastercard entities outside of the EEA in compliance with the GDPR. There is therefore no immediate impact on data transfers. Mastercard closely monitors European and UK regulatory guidance on this issue. More information on our position regarding Brexit can be found here, and further information about the Schrems II Judgment can be found here.

Has Mastercard received recognition for its privacy practices?

Yes. In Europe, our Binding Corporate Rules (“BCRs”) have been approved by EEA Data Protection Authorities and allow us to transfer personal information from our cardholders, customers, partners and employees to all Mastercard entities globally. In 2019, Mastercard also received certifications under the Asia-Pacific Economic Cooperation (APEC) Cross-Border Privacy Rules system and the Privacy Recognition for Processors system. For more information on the APEC systems, please visit: http://cbprs.org.

What steps does Mastercard take to ensure privacy is protected?

We take your privacy very seriously. That's why we embed privacy safeguards into all of our products and services, limiting data use to only what’s necessary and looking for ways to encrypt or de-identify personal information while making sure each product is still convenient and easy to use. In addition, we employ rigorous standards to ensure the safety and security of data not only within Mastercard, but with all our partners and vendors as well.

Who owns personal information?

Your personal information belongs to you you control how it is used.

How can individuals control how their data is being used?

We provide individuals with privacy rights and choices. You can opt out of your personal information being used for marketing, data analytics and web analytics at any time and at no cost, using our online forms. Individuals also have the right to access, correct, modify or move their personal information via our online portal, which is currently available for all users located in the European Union and will shortly be accessible worldwide.

A merchant required me to make a minimum purchase when I used my credit card. What should I do?

A merchant located in the United States or a U.S. region/territory may set a minimum transaction amount for credit cards only. The amount may not exceed $10 and cannot discriminate between issuers or between Mastercard(r) and other acceptance brands. Merchants are not permitted to require a Mastercard cardholder to pay a minimum amount for a Debit Mastercard or Mastercard prepaid card transaction. If you believe that a merchant inappropriately requested a minimum charge, you may report this by completing a form available through this link: Report a problem.

A merchant wanted to charge a surcharge or fee to use my Mastercard. What should I do?

As a result of a court-approved settlement, Mastercard agreed to modify its rules to permit U.S. merchants to surcharge Mastercard credit cards as long as they complied with certain limitations.

Merchants have the option to add a surcharge at the "brand level" where the surcharge is the same for all Mastercard credit cards, regardless of the card's issuer, or they can add a surcharge at the "product level" (e.g., apply a surcharge to all World Mastercard cards regardless of the card's issuer but not standard Mastercard credit cards). Read the details on our merchant surcharge page. A merchant's ability to surcharge on credit cards is subject to any restrictions or prohibitions imposed by applicable state law. Mastercard rules continue to prohibit merchants from applying a surcharge on debit cards.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, send us an email and provide the information requested.

What should I do if the merchant surcharge was not clearly disclosed before I paid?

Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you believe you've been charged incorrectly, send us an email with the merchant details and other necessary information.

What should I do if the merchant surcharge was higher than I expected?

The surcharge that the merchant assesses may not exceed the merchant discount rate that the merchant pays for the credit card that is surcharged. In the United States, this charge for Mastercard typically ranges from 1.5% to 3% and in no event may the merchant surcharge greater than 4%. Merchants much clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you do not believe that you have been charged appropriately, or you would like to report a questionable charge, send us an email.

Why was I charged a higher amount at the pump because I used my Mastercard?

A merchant may provide a discount to its customers paying cash, provided that the discount is posted. If you'd like to report a questionable charge, you may report a problem by completing this online form.

Are merchants allowed to ask me to provide identification to use my Mastercard?

There are certain situations, such as shipping purposes, in which a merchant may require personal information. However, if you believe a merchant has violated the above standard or their actions requesting identification are questionable, you may report a problem by completing this online form.

My card was declined while trying to make a purchase. What should I do?

If a transaction is declined, please contact the financial institution that issued your card. Sometimes banks put security measures in place on certain types of transactions to reduce the risk of fraud, which may result in declined transactions.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please contact us to submit your question.

How can I get a replacement card?

Mastercard® can assist you in getting a replacement card by working with the financial institution that issued your card to acquire a new account number. To request an emergency card replacement, please contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

I received an email/phone call from Mastercard® about my account, but it appears to be a scam or a phishing email. What should I do?

Mastercard will never solicit personal or account information from a cardholder and we suspect that the information you received is fraudulent. Consumers should always safeguard their personal information and refrain from responding to suspicious email/phone scams. If you suspect fraud on your account, please contact your issuing bank immediately to report it. We would appreciate if you could forward the original email here.

Someone called to offer a lower rate on my Mastercard but it seems to be a scam. What should I do?

Mastercard does not contact individuals to request personal information including credit or debit card account information. If you received an unsolicited phone call, email, text or social media request from an individual claiming to be a Mastercard representative, do not respond.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the financial institution that issued your credit or debit card to report the incident.

I believe fraudulent purchases were made on my Mastercard. How do I report it?

If you believe a transaction posted to your account is fraudulent, you should immediately contact the financial institution that issued your card. Look for a customer service number on the back of the card or on your billing statement. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

I know who committed fraud on my Mastercard credit or debit card. How do I report it?

If you believe that you have information about a person who has committed fraud by using your Mastercard without your permission, please contact the financial institution that issued your card. Contact information can be located on the back of your card or on a monthly billing statement.

I believe someone has applied for a Mastercard credit card in my name. What should I do?

Mastercard does not issue cards and we can't tell you if an account has been opened in your name. If you know the name of the financial institution that may have opened an account or issued a card in your name without your consent, we recommend you contact that financial institution immediately and cancel the account.Then you should notify each of the three U.S. credit reporting agencies (if you're based in the U.S.):

The credit reporting agencies should provide you with a copy of your credit report. Even if you don't see an unusual creditor on a credit report, you should formally write to advise them of the situation.

For more information on credit reports, go to www.ftc.gov and select Credit Reports.

There was a breach on my account and I received a new card. How can I get more information?

Mastercard appreciates your diligence in protecting your finances. While we take each card breach very seriously and are working closely with investigative agencies, we encourage you to contact your financial institution for the most up-to-date information. Typically, there is a customer service number on the back of the card that you can call.

How do I report potential fraud?

If you possess contact information for someone who has committed fraud on a Mastercard® account, please contact your merchant service provider for assistance in reaching the financial institution that issued the Mastercard account.

What is Mastercard® rePower?

The Mastercard rePower Load Network is a service from Mastercard that allows you to add money to your eligible card at participating merchants. This service is currently available in the U.S. at over 100,000 retail locations.

How does Mastercard rePower work?

Simply visit a participating retailer with the cash you want to add. Some retailers support the card swipe method, which enables you to add funds in-store by asking the cashier to swipe your card. Other retailers sell reload packs, (Green Dot MoneyPak, Vanilla Reload Pack), that you purchase and add to your card by entering a code online or by phone.

You can also add funds at Western Union locations fill out a form and an agent will load the money onto your card.

How do I use the Mastercard rePower Locator?

Type in a city and state, or a zip code to search for a retail location nearest you. You can further narrow down the list of Mastercard rePower merchant locations by providing a street address. Click the Search button, and you will be presented with a list of locations and the type of reload supported (e.g., Card Swipe, Western Union, Reload Pack).

How do I get my card balance?

Follow the instructions provided with your card. Typically, you may get your balance by either visiting your card issuer's website or by calling the phone number on the back of the card.

How much does a Mastercard rePower reload transaction cost?

Reload fees may apply, depending on the retailer. Please refer to the fees section and also check with a participating merchant for the most up-to-date information.

Can I reload any card at Mastercard rePower merchants?

Your debit or prepaid card must be eligible for rePower reloads. You can find out if your card is eligible by looking for the Mastercard rePower logo on the back of your card or by contacting your card issuer.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.

What is Mastercard® Identity Check and how does it impact SecureCode?

Mastercard Identity Check is our new and improved payment authentication program based on the payment industry specification - EMV 3-D Secure. SecureCode customers are encouraged to transition to Identity Check to take full advantage of the superior program benefits. As the transition takes place, you will progressively see Identity Check information replacing SecureCode.

What is Mastercard® SecureCode?

Mastercard SecureCode is a service to enhance your existing Mastercard credit card or debit card. With a private code - similar to a PIN - you get protection against unauthorized use of your card when you shop at participating online retailers.

How does Mastercard SecureCode work?

Once you've registered and created your own private SecureCode, you'll be prompted to enter your code when you shop with a participating online merchant. Your SecureCode will be quickly confirmed by your financial institution and your purchase will be complete.

Your SecureCode will never be shared with the merchant. It's just like entering your PIN at an ATM.

What should I do if I can't remember my SecureCode?

If you forget your code, you may be prompted to reset it, or you can contact the customer service number for your financial institution, which is typically found on the back of your card.

What is Mastercard's policy when it comes to reporting security vulnerabilities?

At Mastercard®, safety and security are foundational principles central to every part of our company and the innovative technology platforms and services we enable. We know that secure products and services are essential to the trust that our customers, cardholders, merchants and other partners place in us.

If you believe you have identified a security vulnerability, we encourage you to report this to us as soon as possible through our vulnerability reporting program. We'll investigate all verifiable and legitimate reports and do our best to fix the problem as quickly as possible.

What platforms and vulnerability categories are in scope?

Please visit https://bugcrowd.com/mastercard and https://bugcrowd.com/mastercard-vdp for an updated list of applications which are in scope for our Bug Bounty program. Certain applications are open in an “invite only” mode and may not show up on the list of public Bug Bounty programs. Mastercard invites selected researchers for such programs based on their technical expertise and rankings on the Bugcrowd leaderboards.

What if I identify vulnerabilities or issues outside of these areas?

Monetary rewards are offered to external security researchers if they identify an issue on one of the in-scope platforms. Compensation depends on the severity and impact of the identified issue. Mastercard reviews each identified vulnerability and reserves the right to reward submissions made on out-of-scope assets. We encourage researchers to submit identified vulnerabilities on out-of-scope assets on the https://bugcrowd.com/mastercard-vdp program.

What is the reward process for reported vulnerabilities?

You can submit potential security vulnerabilities to us through our Bug Bounty programs (on Bugcrowd.com) for consideration of rewards. Reward-related details are available on https://bugcrowd.com/mastercard. Please note that information provided through a Mastercard email address ([email protected]) is not eligible for compensation under our vulnerability reporting program.

A merchant wanted to charge a surcharge or fee to use my Mastercard. What should I do?

Merchants can charge an extra fee to customers who pay with Mastercard branded credit cards, where permissible by law. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. Additional details on these surcharges can be found in our merchant surcharge rules.

Merchants must clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or would like to report a questionable charge, please send us an email.

What should I do if the merchant surcharge was not clearly disclosed before I paid or indicated on my receipt?

Merchants can charge a surcharge to customers who pay with Mastercard®-branded credit cards. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. Click here to read the requirements.

If you believe you've been charged incorrectly, send us an email with the merchant details and other necessary information.

What should I do if the merchant surcharge was higher than I expected?

The surcharge that the merchant assesses may not exceed the merchant discount rate that the merchant pays for the credit card that is surcharged. In the United States, this charge for Mastercard typically ranges from 1.5% to 3%. In no event may the merchant surcharge an amount greater than 4%. Merchants much clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, email us here and provide the information requested.

I was charged a surcharge without my knowledge. What should I do?

Merchants can charge an extra fee to all customers who pay with Mastercard® branded credit cards. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. These requirements can be found by visiting our merchant surcharge rules.

Merchants must clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt.

If you're not certain whether you have been charged appropriately, or you'd like to report a questionable charge, please send us an email.

If I have a problem making a tax payment, whom can I contact?

For specific questions relating to state or local income taxes, contact your local tax authority.

How can I be sure that my card payment has been processed?

Upon card authorization, the service provider will provide you with a confirmation number.

How will I know what fees I'll be charged if I pay taxes with a card?

After you've entered the payment amount, the website will disclose the convenience fee. The fees may vary depending upon the amount of taxes due.

What information will I need to have available to pay taxes with my Mastercard?

A: When prompted, you'll be asked for the following:

  • taxpayer property/parcel number
  • balance due (in whole dollars) calculated on the tax return
  • 16-digit Mastercard number
  • Mastercard expiration date
  • ZIP code where monthly Mastercard account statements are mailed, or zip code of primary cardholder

How will a federal tax payment appear on my statement?

There will be two separate entries related to the tax payment transaction: the first will display the amount of tax paid and identify the payee as “US Treasury Tax Payment,”and the second entry will display the convenience fee and be listed as “Tax Payment Convenience Fee.”

Where can I get information about IRS e-file?

You can reach the IRS by calling 1-800-829-1040 or by visiting www.irs.gov.

Someone called to offer a lower rate on my Mastercard but it seems like a scam. What should I do?

Please be advised that Mastercard does not attempt to contact individuals to request personal information including credit or debit card account information. If you receive an unsolicited phone call, email, text message or social media request from an individual claiming to be a Mastercard representative: DO NOT RESPOND.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or other inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the bank or financial institution that issued your credit or debit card to report the incident.

What is tokenization?

Tokenization is the process of replacing a card’s primary account number (PAN)—the 16-digit number on the plastic card—with a unique alternate card number, or “token.” Tokens can be used for mobile point-of-sale transactions, in-app purchases or online purchases.

What are the benefits of tokenization?

Tokenization reduces fraud related to digital payments by making transactions more secure by including a dynamic component with each transaction. It takes the security of a physical EMV chip and applies it to non-card environments including proximity, mobile and internet payments.

Merchants benefit from more secure transactions as well as faster checkout experiences, new payment acceptance options and more ways to sell.

How do I ensure that I can accept transactions from eligible devices?

Existing contactless terminals are compatible with tokenized transactions and no action is required. Mastercard® offers merchants a free, optional service for a more secure in-app payment acceptance called Digital Secure Remote Payment (DSRP). To use DSRP merchants must:

  • Contact their acquirer to ensure that they support DSRP
  • Integrate their mobile app with the digital wallet partner

What is Mastercard’s role in the launch of digital wallets?

The new digital wallets connect into Mastercard Digital Enablement Service (MDES), so participating issuers can enable secure mobile payments on millions of devices.

What do these new digital payments mean for me?

For consumers and merchants alike, every purchase made with a tokenized Mastercard debit, credit, prepaid or small business card using Apple PayTM, Google PayTM or Samsung Pay in the United States offers the enhanced security and benefits of a digital Mastercard transaction including secure tokenization technology.

Will this affect the way I identify new or returning consumers?

Merchants that use card numbers to identify customers will not be able to recognize returning customers if it's the first time they're using their token, since it appears as a new card number. However, when used again, merchants will be able to recognize the token associated with that consumer’s device.

What should I do if I have a transaction dispute related to COVID-19?

For questions on dispute resolution during COVID-19, please review frequently asked questions and best practices here.

How can I dispute a charge?

Please contact the financial institution that issued your card to dispute a charge. Only your issuer holds your specific and unique information including what rights you have to file disputes. The dispute process agreed to by financial institutions that issue Mastercard or process Mastercard transactions is set up to allow the financial institutions to manage disputes with cardholders and merchants in a formal manner.

Who do I contact if I never received an item that I purchased online or by phone?

If you did not receive an item that you purchased or if you received an incorrect item, you should first contact the merchant to try to resolve the situation. If you can't come to an agreement and you want to dispute the transaction, this must be done directly with the financial institution that issued your Mastercard. Typically, there is a customer service number for your financial institution on the back of the card.

I made a purchase but received the wrong item. What should I do?

If you purchased an item but received the wrong one, please contact the merchant to try to resolve the situation. If you and the merchant cannot resolve the issue, and you want to file a disputed transaction, this must be done directly with the financial institution that issued your Mastercard.

Typically, there is a customer service number for your financial institution on the back of the card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

How do I get a refund from a business that has filed bankruptcy?

If you used a Mastercard for a purchase from a business that has filed for bankruptcy, you can file a disputed transaction with the financial institution that issued the card.

Typically, there is a customer service number for your financial institution on the back of your card card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

What should I do if the financial institution that issued my Mastercard says that Mastercard denied my dispute?

If your dispute case was denied, the financial institution that issued your Mastercard will be able to explain the reason.

Typically, there is a customer service number for your financial institution on the back of your card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll free at 1-800-627-8372 or 'Collect' by dialing 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.


Never Forget Your Credit Card at the Bar Again With This New Digital ‘Open Tab’ Feature - Recipes

Q: What is Mastercard Send?

A: Mastercard Send is a first-of-its-kind interoperable global platform that enables funds to be sent quickly and securely via three payment flows:

  • Disbursements - payments from governments, businesses, and non-profits to consumers
  • Domestic P2P - payments between two consumers in one country
  • Cross-border P2P - payments between two consumers in different countries

Q: Which Mastercard Send flows are currently available in the U.S.?

A: The Mastercard Send API is available for Domestic P2P and Disbursements providers. Additionally, there is a Remittance API that can be used for providers looking to enable cross-border payments originating in the United States.

Q: Why is Mastercard offering these services?

A: In the U.S., Disbursements and P2P payments make up $4 trillion per year most of these payments are made via checks, ACH transfers and cash. Currently, the methods for these payments are slow, lack ubiquity and create security concerns. Consumers want to be able to send and receive money using their connected devices regardless of where they bank and disbursers are looking for cheaper and more efficient ways to send money to their consumers. In line with Mastercard's vision to build a World Beyond Cash, Mastercard Send aims to make payments easier, safer and more efficient for all parties.

Q: How does a Send transaction work?

A: While most electronic P2P and Disbursements' solutions rely on slow, batch-oriented ACH methods, the Mastercard Send solution leverages debit networks to move funds, typically within seconds. Mastercard Send is unique: funds can be transferred to virtually all debit cards in the U.S. and, in most cases, funds can be transferred typically within seconds. Through a set of APIs, a service provider can request a transfer through a sending acquirer, which Mastercard then routes to any U.S. bank account via a debit card regardless of the brand.

Q: What cards are eligible for Mastercard Send transactions?

A: Currently, the service is only available for U.S. consumer debit and reloadable prepaid cards. However, the MoneySend mandate includes all consumer cards: debit, credit and prepaid. Mastercard recommends that issuers support all cards when migrating to Transaction Code 28 to prepare for future service enhancements.

Q: What role does an issuer play in a Send transaction?

A: One role that issuers play in a Send transaction is as receiving institutions. In this role, issuers are required to post funds to their cardholders' accounts.

When a service provider sends funds to a debit account using Transaction Code 28, the issuer of the receiver's debit card is paid a share of network fees. Once an issuer has complied with the MoneySend mandate to enable Transaction Code 28, they will be eligible to start collecting these fees. For more information on the mandate, see Global Operations Bulletin No. 2 (February 2, 2014).

Q: Can an issuer use Mastercard Send for a P2P program?

A: An issuer could offer P2P payment services by leveraging the Mastercard Send API to allow their cardholders to send and receive payments with their friends and family. While Mastercard Send is a critical part of a P2P program, interested issuers should consider the other necessary implementation measures and development requirements. These considerations should include: customer acquisition costs, receiver management requirements for users without accounts at a bank, the necessary user interfaces for a standalone or integrated mobile application, among other considerations.

Q: How does Mastercard Send differ from MoneySend?

A: Mastercard Send is the first-of-its-kind interoperable global platform that enables funds to be sent quickly and securely. In the U.S., it will enable disbursements and P2P payments to and from nearly any U.S. debit card account, including non-Mastercard debit cards. MoneySend is the Mastercard transaction type (Transaction Code 28) designed for real-time money transfers by issuers connected to the Mastercard network.

Where can I get a Mastercard® Everyday Prepaid Card?

Find the Mastercard Everyday Prepaid Card that's right for you they're available at participating stores and online at Mastercard Prepaid cards.

Do I have to activate and register my prepaid card before using it?

Activation and registration requirements vary, so check your card packaging for detailed instructions. However, you'll need to register your card in order to take advantage of the reload function, Zero Liability Protection and card replacement benefits offered by your prepaid card.

How do I use my Mastercard Everyday Prepaid Card?

Use your Everyday Prepaid Card like a regular debit or credit card at checkout swipe it at the terminal or give it to the cashier if requested. Your purchase will automatically be deducted from the card balance.

Where can I use my Mastercard Everyday Prepaid Card?

Use your Mastercard Everyday Prepaid Card anywhere that Debit Mastercard is accepted, including millions of locations worldwide plus online, mail and phone orders. You can also use your card to pay bills online.

My available card balance won't cover my purchase amount. Can I still use my prepaid card?

Yes, just tell the cashier in advance how much to deduct from your prepaid card and how much you will pay using an alternate payment method. Note that this process, known as "split tender," may not be supported by all merchants.

How do I return an item purchased with a Mastercard Everyday Prepaid Card?

When you make a return, the cashier may ask to see your card. The value of the returned merchandise will be credited back to the card.

I can't find my Mastercard Everyday Prepaid Card. What should I do?

If you registered your Mastercard Everyday Prepaid Card, your issuer can use the information you provided during registration to issue a replacement card. Be sure to keep a record of the card number.

Contact the issuer immediately to report a lost or stolen card. You can also contact Emergency Services for additional assistance.

Mastercard Everyday Prepaid Cards that have been registered include Zero Liability Protection. Certain exceptions apply.

How do I add funds to my card?

The best way to add funds to your card is to set up direct deposit of your paycheck. Direct deposit information varies, so check your card packaging or contact the card issuer.

You can also add money to your card at participating retail locations. Check your card packaging or contact the card issuer to find out which retailers are supported.

Where can I get a Mastercard Prepaid Gift Card?

Mastercard Prepaid Gift Cards are available at bank branches, retail locations, online and via phone. There are many card styles to choose from, some of which can be customized with unique designs, the recipient's name and personal messages. It's easy to find the prepaid gift card that's right for you.

I received a Mastercard Prepaid Gift Card. Do I need to activate or register my card before using it?

Many Mastercard Prepaid Gift Cards sold in retail locations are automatically activated when the card is purchased. Call the customer service number on the back of the card if you have questions about activation. For online and telephone purchases, you may need to register your card with the card issuer.

How long can I use my Mastercard Prepaid Gift Card?

You can make purchases on your prepaid gift card until the value of the card has been depleted, or until the expiration date shown on the card.

How do prepaid travel cards work?

Prepaid travel cards work just like all Mastercard Prepaid Cards, which means you can spend up to the value placed on the card anywhere Debit Mastercard is accepted.

You might want to check your card balance before you shop since the merchant or service provider may not be able to retrieve this information for you.

How can I get the balance on my prepaid travel card?

Depending on your card, you may be able to check your balance on the issuer's website. Certain merchants will also have the ability to read your card's balance for you.

What if my card is lost or stolen?

Contact the issuer of your card immediately to report a lost or stolen card. There is a customer service number listed on the back of the card. Be sure to keep a record of the Mastercard Travel Card number. Your issuer may need this information to cancel the card and issue a replacement.

Mastercard Travel Prepaid Cards that have been registered may include Zero Liability Protection. Certain exceptions apply.

What is Mastercard rePower?

The Mastercard rePower Load Network is a service that allows you to add money to your eligible Mastercard Prepaid Card at participating merchants.

How do I get my Mastercard Prepaid Card balance?

Follow the instructions provided with your card. Generally, this includes either visiting the card issuer's website or by calling the phone number on the back of the card.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.

What data does Mastercard collect and how does Mastercard use it?

When processing a purchase transaction, we collect limited information such as card number, merchant name, location, and the date and amount of the transaction. Importantly, we do not generally collect the cardholder’s name, address or other directly identifiable information. We may collect additional personal information in other contexts, such as for fraud monitoring and prevention, authentication, risk management and dispute resolution, or when individuals decide to participate in one of our optional programs such as Priceless Cities.

How does Mastercard capture the value of data while protecting people’s privacy?

We help businesses, governments, the public sector and individuals better understand the world around them. To achieve this, we remove personal information by anonymizing data and produce aggregated trends and insights. One way that we use these trends and insights is for social good, thereby advancing financial inclusion and humanitarian efforts around the globe. Combined with our strong commitment to data ethics, this contributes to effective outcomes while respecting people’s privacy and human rights.

How can individuals know more about what data Mastercard collects and how that information may be used?

Transparency is core to Mastercard. We explain how we handle individuals’ personal information in our Global Privacy Notice, which is complemented by specific privacy notices for certain products and services. As a service provider, we refer individuals to the privacy notice provided by those third parties for more information on how their personal information is handled.

Does Mastercard share transaction data?

We do not share transaction data without consent or as otherwise legally permitted such as in the context of fraud prevention.

How does Mastercard navigate the rapidly evolving global privacy landscape?

Mastercard complies with all regional and local regulations, including the General Data Protection Regulation (GDPR) in the European Union, the Lei Geral de Proteção de Dados Pessoais (LGPD) in Brazil and the California Consumer Privacy Act (CCPA). In particular, we’ve embraced the GDPR as an opportunity to enhance our data practices globally. That is, we have extended the GDPR’s high standards and privacy rights to all individuals around the world, wherever they live.

What impact will Schrems II and Brexit have on Mastercard’s approach to data transfers?

Mastercard relies on its Binding Corporate Rules (“BCRs”) to transfer EU personal data to Mastercard entities outside of the EEA in compliance with the GDPR. There is therefore no immediate impact on data transfers. Mastercard closely monitors European and UK regulatory guidance on this issue. More information on our position regarding Brexit can be found here, and further information about the Schrems II Judgment can be found here.

Has Mastercard received recognition for its privacy practices?

Yes. In Europe, our Binding Corporate Rules (“BCRs”) have been approved by EEA Data Protection Authorities and allow us to transfer personal information from our cardholders, customers, partners and employees to all Mastercard entities globally. In 2019, Mastercard also received certifications under the Asia-Pacific Economic Cooperation (APEC) Cross-Border Privacy Rules system and the Privacy Recognition for Processors system. For more information on the APEC systems, please visit: http://cbprs.org.

What steps does Mastercard take to ensure privacy is protected?

We take your privacy very seriously. That's why we embed privacy safeguards into all of our products and services, limiting data use to only what’s necessary and looking for ways to encrypt or de-identify personal information while making sure each product is still convenient and easy to use. In addition, we employ rigorous standards to ensure the safety and security of data not only within Mastercard, but with all our partners and vendors as well.

Who owns personal information?

Your personal information belongs to you you control how it is used.

How can individuals control how their data is being used?

We provide individuals with privacy rights and choices. You can opt out of your personal information being used for marketing, data analytics and web analytics at any time and at no cost, using our online forms. Individuals also have the right to access, correct, modify or move their personal information via our online portal, which is currently available for all users located in the European Union and will shortly be accessible worldwide.

A merchant required me to make a minimum purchase when I used my credit card. What should I do?

A merchant located in the United States or a U.S. region/territory may set a minimum transaction amount for credit cards only. The amount may not exceed $10 and cannot discriminate between issuers or between Mastercard(r) and other acceptance brands. Merchants are not permitted to require a Mastercard cardholder to pay a minimum amount for a Debit Mastercard or Mastercard prepaid card transaction. If you believe that a merchant inappropriately requested a minimum charge, you may report this by completing a form available through this link: Report a problem.

A merchant wanted to charge a surcharge or fee to use my Mastercard. What should I do?

As a result of a court-approved settlement, Mastercard agreed to modify its rules to permit U.S. merchants to surcharge Mastercard credit cards as long as they complied with certain limitations.

Merchants have the option to add a surcharge at the "brand level" where the surcharge is the same for all Mastercard credit cards, regardless of the card's issuer, or they can add a surcharge at the "product level" (e.g., apply a surcharge to all World Mastercard cards regardless of the card's issuer but not standard Mastercard credit cards). Read the details on our merchant surcharge page. A merchant's ability to surcharge on credit cards is subject to any restrictions or prohibitions imposed by applicable state law. Mastercard rules continue to prohibit merchants from applying a surcharge on debit cards.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, send us an email and provide the information requested.

What should I do if the merchant surcharge was not clearly disclosed before I paid?

Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you believe you've been charged incorrectly, send us an email with the merchant details and other necessary information.

What should I do if the merchant surcharge was higher than I expected?

The surcharge that the merchant assesses may not exceed the merchant discount rate that the merchant pays for the credit card that is surcharged. In the United States, this charge for Mastercard typically ranges from 1.5% to 3% and in no event may the merchant surcharge greater than 4%. Merchants much clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you do not believe that you have been charged appropriately, or you would like to report a questionable charge, send us an email.

Why was I charged a higher amount at the pump because I used my Mastercard?

A merchant may provide a discount to its customers paying cash, provided that the discount is posted. If you'd like to report a questionable charge, you may report a problem by completing this online form.

Are merchants allowed to ask me to provide identification to use my Mastercard?

There are certain situations, such as shipping purposes, in which a merchant may require personal information. However, if you believe a merchant has violated the above standard or their actions requesting identification are questionable, you may report a problem by completing this online form.

My card was declined while trying to make a purchase. What should I do?

If a transaction is declined, please contact the financial institution that issued your card. Sometimes banks put security measures in place on certain types of transactions to reduce the risk of fraud, which may result in declined transactions.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please contact us to submit your question.

How can I get a replacement card?

Mastercard® can assist you in getting a replacement card by working with the financial institution that issued your card to acquire a new account number. To request an emergency card replacement, please contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

I received an email/phone call from Mastercard® about my account, but it appears to be a scam or a phishing email. What should I do?

Mastercard will never solicit personal or account information from a cardholder and we suspect that the information you received is fraudulent. Consumers should always safeguard their personal information and refrain from responding to suspicious email/phone scams. If you suspect fraud on your account, please contact your issuing bank immediately to report it. We would appreciate if you could forward the original email here.

Someone called to offer a lower rate on my Mastercard but it seems to be a scam. What should I do?

Mastercard does not contact individuals to request personal information including credit or debit card account information. If you received an unsolicited phone call, email, text or social media request from an individual claiming to be a Mastercard representative, do not respond.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the financial institution that issued your credit or debit card to report the incident.

I believe fraudulent purchases were made on my Mastercard. How do I report it?

If you believe a transaction posted to your account is fraudulent, you should immediately contact the financial institution that issued your card. Look for a customer service number on the back of the card or on your billing statement. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

I know who committed fraud on my Mastercard credit or debit card. How do I report it?

If you believe that you have information about a person who has committed fraud by using your Mastercard without your permission, please contact the financial institution that issued your card. Contact information can be located on the back of your card or on a monthly billing statement.

I believe someone has applied for a Mastercard credit card in my name. What should I do?

Mastercard does not issue cards and we can't tell you if an account has been opened in your name. If you know the name of the financial institution that may have opened an account or issued a card in your name without your consent, we recommend you contact that financial institution immediately and cancel the account.Then you should notify each of the three U.S. credit reporting agencies (if you're based in the U.S.):

The credit reporting agencies should provide you with a copy of your credit report. Even if you don't see an unusual creditor on a credit report, you should formally write to advise them of the situation.

For more information on credit reports, go to www.ftc.gov and select Credit Reports.

There was a breach on my account and I received a new card. How can I get more information?

Mastercard appreciates your diligence in protecting your finances. While we take each card breach very seriously and are working closely with investigative agencies, we encourage you to contact your financial institution for the most up-to-date information. Typically, there is a customer service number on the back of the card that you can call.

How do I report potential fraud?

If you possess contact information for someone who has committed fraud on a Mastercard® account, please contact your merchant service provider for assistance in reaching the financial institution that issued the Mastercard account.

What is Mastercard® rePower?

The Mastercard rePower Load Network is a service from Mastercard that allows you to add money to your eligible card at participating merchants. This service is currently available in the U.S. at over 100,000 retail locations.

How does Mastercard rePower work?

Simply visit a participating retailer with the cash you want to add. Some retailers support the card swipe method, which enables you to add funds in-store by asking the cashier to swipe your card. Other retailers sell reload packs, (Green Dot MoneyPak, Vanilla Reload Pack), that you purchase and add to your card by entering a code online or by phone.

You can also add funds at Western Union locations fill out a form and an agent will load the money onto your card.

How do I use the Mastercard rePower Locator?

Type in a city and state, or a zip code to search for a retail location nearest you. You can further narrow down the list of Mastercard rePower merchant locations by providing a street address. Click the Search button, and you will be presented with a list of locations and the type of reload supported (e.g., Card Swipe, Western Union, Reload Pack).

How do I get my card balance?

Follow the instructions provided with your card. Typically, you may get your balance by either visiting your card issuer's website or by calling the phone number on the back of the card.

How much does a Mastercard rePower reload transaction cost?

Reload fees may apply, depending on the retailer. Please refer to the fees section and also check with a participating merchant for the most up-to-date information.

Can I reload any card at Mastercard rePower merchants?

Your debit or prepaid card must be eligible for rePower reloads. You can find out if your card is eligible by looking for the Mastercard rePower logo on the back of your card or by contacting your card issuer.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.

What is Mastercard® Identity Check and how does it impact SecureCode?

Mastercard Identity Check is our new and improved payment authentication program based on the payment industry specification - EMV 3-D Secure. SecureCode customers are encouraged to transition to Identity Check to take full advantage of the superior program benefits. As the transition takes place, you will progressively see Identity Check information replacing SecureCode.

What is Mastercard® SecureCode?

Mastercard SecureCode is a service to enhance your existing Mastercard credit card or debit card. With a private code - similar to a PIN - you get protection against unauthorized use of your card when you shop at participating online retailers.

How does Mastercard SecureCode work?

Once you've registered and created your own private SecureCode, you'll be prompted to enter your code when you shop with a participating online merchant. Your SecureCode will be quickly confirmed by your financial institution and your purchase will be complete.

Your SecureCode will never be shared with the merchant. It's just like entering your PIN at an ATM.

What should I do if I can't remember my SecureCode?

If you forget your code, you may be prompted to reset it, or you can contact the customer service number for your financial institution, which is typically found on the back of your card.

What is Mastercard's policy when it comes to reporting security vulnerabilities?

At Mastercard®, safety and security are foundational principles central to every part of our company and the innovative technology platforms and services we enable. We know that secure products and services are essential to the trust that our customers, cardholders, merchants and other partners place in us.

If you believe you have identified a security vulnerability, we encourage you to report this to us as soon as possible through our vulnerability reporting program. We'll investigate all verifiable and legitimate reports and do our best to fix the problem as quickly as possible.

What platforms and vulnerability categories are in scope?

Please visit https://bugcrowd.com/mastercard and https://bugcrowd.com/mastercard-vdp for an updated list of applications which are in scope for our Bug Bounty program. Certain applications are open in an “invite only” mode and may not show up on the list of public Bug Bounty programs. Mastercard invites selected researchers for such programs based on their technical expertise and rankings on the Bugcrowd leaderboards.

What if I identify vulnerabilities or issues outside of these areas?

Monetary rewards are offered to external security researchers if they identify an issue on one of the in-scope platforms. Compensation depends on the severity and impact of the identified issue. Mastercard reviews each identified vulnerability and reserves the right to reward submissions made on out-of-scope assets. We encourage researchers to submit identified vulnerabilities on out-of-scope assets on the https://bugcrowd.com/mastercard-vdp program.

What is the reward process for reported vulnerabilities?

You can submit potential security vulnerabilities to us through our Bug Bounty programs (on Bugcrowd.com) for consideration of rewards. Reward-related details are available on https://bugcrowd.com/mastercard. Please note that information provided through a Mastercard email address ([email protected]) is not eligible for compensation under our vulnerability reporting program.

A merchant wanted to charge a surcharge or fee to use my Mastercard. What should I do?

Merchants can charge an extra fee to customers who pay with Mastercard branded credit cards, where permissible by law. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. Additional details on these surcharges can be found in our merchant surcharge rules.

Merchants must clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or would like to report a questionable charge, please send us an email.

What should I do if the merchant surcharge was not clearly disclosed before I paid or indicated on my receipt?

Merchants can charge a surcharge to customers who pay with Mastercard®-branded credit cards. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. Click here to read the requirements.

If you believe you've been charged incorrectly, send us an email with the merchant details and other necessary information.

What should I do if the merchant surcharge was higher than I expected?

The surcharge that the merchant assesses may not exceed the merchant discount rate that the merchant pays for the credit card that is surcharged. In the United States, this charge for Mastercard typically ranges from 1.5% to 3%. In no event may the merchant surcharge an amount greater than 4%. Merchants much clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, email us here and provide the information requested.

I was charged a surcharge without my knowledge. What should I do?

Merchants can charge an extra fee to all customers who pay with Mastercard® branded credit cards. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. These requirements can be found by visiting our merchant surcharge rules.

Merchants must clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt.

If you're not certain whether you have been charged appropriately, or you'd like to report a questionable charge, please send us an email.

If I have a problem making a tax payment, whom can I contact?

For specific questions relating to state or local income taxes, contact your local tax authority.

How can I be sure that my card payment has been processed?

Upon card authorization, the service provider will provide you with a confirmation number.

How will I know what fees I'll be charged if I pay taxes with a card?

After you've entered the payment amount, the website will disclose the convenience fee. The fees may vary depending upon the amount of taxes due.

What information will I need to have available to pay taxes with my Mastercard?

A: When prompted, you'll be asked for the following:

  • taxpayer property/parcel number
  • balance due (in whole dollars) calculated on the tax return
  • 16-digit Mastercard number
  • Mastercard expiration date
  • ZIP code where monthly Mastercard account statements are mailed, or zip code of primary cardholder

How will a federal tax payment appear on my statement?

There will be two separate entries related to the tax payment transaction: the first will display the amount of tax paid and identify the payee as “US Treasury Tax Payment,”and the second entry will display the convenience fee and be listed as “Tax Payment Convenience Fee.”

Where can I get information about IRS e-file?

You can reach the IRS by calling 1-800-829-1040 or by visiting www.irs.gov.

Someone called to offer a lower rate on my Mastercard but it seems like a scam. What should I do?

Please be advised that Mastercard does not attempt to contact individuals to request personal information including credit or debit card account information. If you receive an unsolicited phone call, email, text message or social media request from an individual claiming to be a Mastercard representative: DO NOT RESPOND.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or other inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the bank or financial institution that issued your credit or debit card to report the incident.

What is tokenization?

Tokenization is the process of replacing a card’s primary account number (PAN)—the 16-digit number on the plastic card—with a unique alternate card number, or “token.” Tokens can be used for mobile point-of-sale transactions, in-app purchases or online purchases.

What are the benefits of tokenization?

Tokenization reduces fraud related to digital payments by making transactions more secure by including a dynamic component with each transaction. It takes the security of a physical EMV chip and applies it to non-card environments including proximity, mobile and internet payments.

Merchants benefit from more secure transactions as well as faster checkout experiences, new payment acceptance options and more ways to sell.

How do I ensure that I can accept transactions from eligible devices?

Existing contactless terminals are compatible with tokenized transactions and no action is required. Mastercard® offers merchants a free, optional service for a more secure in-app payment acceptance called Digital Secure Remote Payment (DSRP). To use DSRP merchants must:

  • Contact their acquirer to ensure that they support DSRP
  • Integrate their mobile app with the digital wallet partner

What is Mastercard’s role in the launch of digital wallets?

The new digital wallets connect into Mastercard Digital Enablement Service (MDES), so participating issuers can enable secure mobile payments on millions of devices.

What do these new digital payments mean for me?

For consumers and merchants alike, every purchase made with a tokenized Mastercard debit, credit, prepaid or small business card using Apple PayTM, Google PayTM or Samsung Pay in the United States offers the enhanced security and benefits of a digital Mastercard transaction including secure tokenization technology.

Will this affect the way I identify new or returning consumers?

Merchants that use card numbers to identify customers will not be able to recognize returning customers if it's the first time they're using their token, since it appears as a new card number. However, when used again, merchants will be able to recognize the token associated with that consumer’s device.

What should I do if I have a transaction dispute related to COVID-19?

For questions on dispute resolution during COVID-19, please review frequently asked questions and best practices here.

How can I dispute a charge?

Please contact the financial institution that issued your card to dispute a charge. Only your issuer holds your specific and unique information including what rights you have to file disputes. The dispute process agreed to by financial institutions that issue Mastercard or process Mastercard transactions is set up to allow the financial institutions to manage disputes with cardholders and merchants in a formal manner.

Who do I contact if I never received an item that I purchased online or by phone?

If you did not receive an item that you purchased or if you received an incorrect item, you should first contact the merchant to try to resolve the situation. If you can't come to an agreement and you want to dispute the transaction, this must be done directly with the financial institution that issued your Mastercard. Typically, there is a customer service number for your financial institution on the back of the card.

I made a purchase but received the wrong item. What should I do?

If you purchased an item but received the wrong one, please contact the merchant to try to resolve the situation. If you and the merchant cannot resolve the issue, and you want to file a disputed transaction, this must be done directly with the financial institution that issued your Mastercard.

Typically, there is a customer service number for your financial institution on the back of the card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

How do I get a refund from a business that has filed bankruptcy?

If you used a Mastercard for a purchase from a business that has filed for bankruptcy, you can file a disputed transaction with the financial institution that issued the card.

Typically, there is a customer service number for your financial institution on the back of your card card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

What should I do if the financial institution that issued my Mastercard says that Mastercard denied my dispute?

If your dispute case was denied, the financial institution that issued your Mastercard will be able to explain the reason.

Typically, there is a customer service number for your financial institution on the back of your card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll free at 1-800-627-8372 or 'Collect' by dialing 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.


Never Forget Your Credit Card at the Bar Again With This New Digital ‘Open Tab’ Feature - Recipes

Q: What is Mastercard Send?

A: Mastercard Send is a first-of-its-kind interoperable global platform that enables funds to be sent quickly and securely via three payment flows:

  • Disbursements - payments from governments, businesses, and non-profits to consumers
  • Domestic P2P - payments between two consumers in one country
  • Cross-border P2P - payments between two consumers in different countries

Q: Which Mastercard Send flows are currently available in the U.S.?

A: The Mastercard Send API is available for Domestic P2P and Disbursements providers. Additionally, there is a Remittance API that can be used for providers looking to enable cross-border payments originating in the United States.

Q: Why is Mastercard offering these services?

A: In the U.S., Disbursements and P2P payments make up $4 trillion per year most of these payments are made via checks, ACH transfers and cash. Currently, the methods for these payments are slow, lack ubiquity and create security concerns. Consumers want to be able to send and receive money using their connected devices regardless of where they bank and disbursers are looking for cheaper and more efficient ways to send money to their consumers. In line with Mastercard's vision to build a World Beyond Cash, Mastercard Send aims to make payments easier, safer and more efficient for all parties.

Q: How does a Send transaction work?

A: While most electronic P2P and Disbursements' solutions rely on slow, batch-oriented ACH methods, the Mastercard Send solution leverages debit networks to move funds, typically within seconds. Mastercard Send is unique: funds can be transferred to virtually all debit cards in the U.S. and, in most cases, funds can be transferred typically within seconds. Through a set of APIs, a service provider can request a transfer through a sending acquirer, which Mastercard then routes to any U.S. bank account via a debit card regardless of the brand.

Q: What cards are eligible for Mastercard Send transactions?

A: Currently, the service is only available for U.S. consumer debit and reloadable prepaid cards. However, the MoneySend mandate includes all consumer cards: debit, credit and prepaid. Mastercard recommends that issuers support all cards when migrating to Transaction Code 28 to prepare for future service enhancements.

Q: What role does an issuer play in a Send transaction?

A: One role that issuers play in a Send transaction is as receiving institutions. In this role, issuers are required to post funds to their cardholders' accounts.

When a service provider sends funds to a debit account using Transaction Code 28, the issuer of the receiver's debit card is paid a share of network fees. Once an issuer has complied with the MoneySend mandate to enable Transaction Code 28, they will be eligible to start collecting these fees. For more information on the mandate, see Global Operations Bulletin No. 2 (February 2, 2014).

Q: Can an issuer use Mastercard Send for a P2P program?

A: An issuer could offer P2P payment services by leveraging the Mastercard Send API to allow their cardholders to send and receive payments with their friends and family. While Mastercard Send is a critical part of a P2P program, interested issuers should consider the other necessary implementation measures and development requirements. These considerations should include: customer acquisition costs, receiver management requirements for users without accounts at a bank, the necessary user interfaces for a standalone or integrated mobile application, among other considerations.

Q: How does Mastercard Send differ from MoneySend?

A: Mastercard Send is the first-of-its-kind interoperable global platform that enables funds to be sent quickly and securely. In the U.S., it will enable disbursements and P2P payments to and from nearly any U.S. debit card account, including non-Mastercard debit cards. MoneySend is the Mastercard transaction type (Transaction Code 28) designed for real-time money transfers by issuers connected to the Mastercard network.

Where can I get a Mastercard® Everyday Prepaid Card?

Find the Mastercard Everyday Prepaid Card that's right for you they're available at participating stores and online at Mastercard Prepaid cards.

Do I have to activate and register my prepaid card before using it?

Activation and registration requirements vary, so check your card packaging for detailed instructions. However, you'll need to register your card in order to take advantage of the reload function, Zero Liability Protection and card replacement benefits offered by your prepaid card.

How do I use my Mastercard Everyday Prepaid Card?

Use your Everyday Prepaid Card like a regular debit or credit card at checkout swipe it at the terminal or give it to the cashier if requested. Your purchase will automatically be deducted from the card balance.

Where can I use my Mastercard Everyday Prepaid Card?

Use your Mastercard Everyday Prepaid Card anywhere that Debit Mastercard is accepted, including millions of locations worldwide plus online, mail and phone orders. You can also use your card to pay bills online.

My available card balance won't cover my purchase amount. Can I still use my prepaid card?

Yes, just tell the cashier in advance how much to deduct from your prepaid card and how much you will pay using an alternate payment method. Note that this process, known as "split tender," may not be supported by all merchants.

How do I return an item purchased with a Mastercard Everyday Prepaid Card?

When you make a return, the cashier may ask to see your card. The value of the returned merchandise will be credited back to the card.

I can't find my Mastercard Everyday Prepaid Card. What should I do?

If you registered your Mastercard Everyday Prepaid Card, your issuer can use the information you provided during registration to issue a replacement card. Be sure to keep a record of the card number.

Contact the issuer immediately to report a lost or stolen card. You can also contact Emergency Services for additional assistance.

Mastercard Everyday Prepaid Cards that have been registered include Zero Liability Protection. Certain exceptions apply.

How do I add funds to my card?

The best way to add funds to your card is to set up direct deposit of your paycheck. Direct deposit information varies, so check your card packaging or contact the card issuer.

You can also add money to your card at participating retail locations. Check your card packaging or contact the card issuer to find out which retailers are supported.

Where can I get a Mastercard Prepaid Gift Card?

Mastercard Prepaid Gift Cards are available at bank branches, retail locations, online and via phone. There are many card styles to choose from, some of which can be customized with unique designs, the recipient's name and personal messages. It's easy to find the prepaid gift card that's right for you.

I received a Mastercard Prepaid Gift Card. Do I need to activate or register my card before using it?

Many Mastercard Prepaid Gift Cards sold in retail locations are automatically activated when the card is purchased. Call the customer service number on the back of the card if you have questions about activation. For online and telephone purchases, you may need to register your card with the card issuer.

How long can I use my Mastercard Prepaid Gift Card?

You can make purchases on your prepaid gift card until the value of the card has been depleted, or until the expiration date shown on the card.

How do prepaid travel cards work?

Prepaid travel cards work just like all Mastercard Prepaid Cards, which means you can spend up to the value placed on the card anywhere Debit Mastercard is accepted.

You might want to check your card balance before you shop since the merchant or service provider may not be able to retrieve this information for you.

How can I get the balance on my prepaid travel card?

Depending on your card, you may be able to check your balance on the issuer's website. Certain merchants will also have the ability to read your card's balance for you.

What if my card is lost or stolen?

Contact the issuer of your card immediately to report a lost or stolen card. There is a customer service number listed on the back of the card. Be sure to keep a record of the Mastercard Travel Card number. Your issuer may need this information to cancel the card and issue a replacement.

Mastercard Travel Prepaid Cards that have been registered may include Zero Liability Protection. Certain exceptions apply.

What is Mastercard rePower?

The Mastercard rePower Load Network is a service that allows you to add money to your eligible Mastercard Prepaid Card at participating merchants.

How do I get my Mastercard Prepaid Card balance?

Follow the instructions provided with your card. Generally, this includes either visiting the card issuer's website or by calling the phone number on the back of the card.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.

What data does Mastercard collect and how does Mastercard use it?

When processing a purchase transaction, we collect limited information such as card number, merchant name, location, and the date and amount of the transaction. Importantly, we do not generally collect the cardholder’s name, address or other directly identifiable information. We may collect additional personal information in other contexts, such as for fraud monitoring and prevention, authentication, risk management and dispute resolution, or when individuals decide to participate in one of our optional programs such as Priceless Cities.

How does Mastercard capture the value of data while protecting people’s privacy?

We help businesses, governments, the public sector and individuals better understand the world around them. To achieve this, we remove personal information by anonymizing data and produce aggregated trends and insights. One way that we use these trends and insights is for social good, thereby advancing financial inclusion and humanitarian efforts around the globe. Combined with our strong commitment to data ethics, this contributes to effective outcomes while respecting people’s privacy and human rights.

How can individuals know more about what data Mastercard collects and how that information may be used?

Transparency is core to Mastercard. We explain how we handle individuals’ personal information in our Global Privacy Notice, which is complemented by specific privacy notices for certain products and services. As a service provider, we refer individuals to the privacy notice provided by those third parties for more information on how their personal information is handled.

Does Mastercard share transaction data?

We do not share transaction data without consent or as otherwise legally permitted such as in the context of fraud prevention.

How does Mastercard navigate the rapidly evolving global privacy landscape?

Mastercard complies with all regional and local regulations, including the General Data Protection Regulation (GDPR) in the European Union, the Lei Geral de Proteção de Dados Pessoais (LGPD) in Brazil and the California Consumer Privacy Act (CCPA). In particular, we’ve embraced the GDPR as an opportunity to enhance our data practices globally. That is, we have extended the GDPR’s high standards and privacy rights to all individuals around the world, wherever they live.

What impact will Schrems II and Brexit have on Mastercard’s approach to data transfers?

Mastercard relies on its Binding Corporate Rules (“BCRs”) to transfer EU personal data to Mastercard entities outside of the EEA in compliance with the GDPR. There is therefore no immediate impact on data transfers. Mastercard closely monitors European and UK regulatory guidance on this issue. More information on our position regarding Brexit can be found here, and further information about the Schrems II Judgment can be found here.

Has Mastercard received recognition for its privacy practices?

Yes. In Europe, our Binding Corporate Rules (“BCRs”) have been approved by EEA Data Protection Authorities and allow us to transfer personal information from our cardholders, customers, partners and employees to all Mastercard entities globally. In 2019, Mastercard also received certifications under the Asia-Pacific Economic Cooperation (APEC) Cross-Border Privacy Rules system and the Privacy Recognition for Processors system. For more information on the APEC systems, please visit: http://cbprs.org.

What steps does Mastercard take to ensure privacy is protected?

We take your privacy very seriously. That's why we embed privacy safeguards into all of our products and services, limiting data use to only what’s necessary and looking for ways to encrypt or de-identify personal information while making sure each product is still convenient and easy to use. In addition, we employ rigorous standards to ensure the safety and security of data not only within Mastercard, but with all our partners and vendors as well.

Who owns personal information?

Your personal information belongs to you you control how it is used.

How can individuals control how their data is being used?

We provide individuals with privacy rights and choices. You can opt out of your personal information being used for marketing, data analytics and web analytics at any time and at no cost, using our online forms. Individuals also have the right to access, correct, modify or move their personal information via our online portal, which is currently available for all users located in the European Union and will shortly be accessible worldwide.

A merchant required me to make a minimum purchase when I used my credit card. What should I do?

A merchant located in the United States or a U.S. region/territory may set a minimum transaction amount for credit cards only. The amount may not exceed $10 and cannot discriminate between issuers or between Mastercard(r) and other acceptance brands. Merchants are not permitted to require a Mastercard cardholder to pay a minimum amount for a Debit Mastercard or Mastercard prepaid card transaction. If you believe that a merchant inappropriately requested a minimum charge, you may report this by completing a form available through this link: Report a problem.

A merchant wanted to charge a surcharge or fee to use my Mastercard. What should I do?

As a result of a court-approved settlement, Mastercard agreed to modify its rules to permit U.S. merchants to surcharge Mastercard credit cards as long as they complied with certain limitations.

Merchants have the option to add a surcharge at the "brand level" where the surcharge is the same for all Mastercard credit cards, regardless of the card's issuer, or they can add a surcharge at the "product level" (e.g., apply a surcharge to all World Mastercard cards regardless of the card's issuer but not standard Mastercard credit cards). Read the details on our merchant surcharge page. A merchant's ability to surcharge on credit cards is subject to any restrictions or prohibitions imposed by applicable state law. Mastercard rules continue to prohibit merchants from applying a surcharge on debit cards.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, send us an email and provide the information requested.

What should I do if the merchant surcharge was not clearly disclosed before I paid?

Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you believe you've been charged incorrectly, send us an email with the merchant details and other necessary information.

What should I do if the merchant surcharge was higher than I expected?

The surcharge that the merchant assesses may not exceed the merchant discount rate that the merchant pays for the credit card that is surcharged. In the United States, this charge for Mastercard typically ranges from 1.5% to 3% and in no event may the merchant surcharge greater than 4%. Merchants much clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you do not believe that you have been charged appropriately, or you would like to report a questionable charge, send us an email.

Why was I charged a higher amount at the pump because I used my Mastercard?

A merchant may provide a discount to its customers paying cash, provided that the discount is posted. If you'd like to report a questionable charge, you may report a problem by completing this online form.

Are merchants allowed to ask me to provide identification to use my Mastercard?

There are certain situations, such as shipping purposes, in which a merchant may require personal information. However, if you believe a merchant has violated the above standard or their actions requesting identification are questionable, you may report a problem by completing this online form.

My card was declined while trying to make a purchase. What should I do?

If a transaction is declined, please contact the financial institution that issued your card. Sometimes banks put security measures in place on certain types of transactions to reduce the risk of fraud, which may result in declined transactions.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please contact us to submit your question.

How can I get a replacement card?

Mastercard® can assist you in getting a replacement card by working with the financial institution that issued your card to acquire a new account number. To request an emergency card replacement, please contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

I received an email/phone call from Mastercard® about my account, but it appears to be a scam or a phishing email. What should I do?

Mastercard will never solicit personal or account information from a cardholder and we suspect that the information you received is fraudulent. Consumers should always safeguard their personal information and refrain from responding to suspicious email/phone scams. If you suspect fraud on your account, please contact your issuing bank immediately to report it. We would appreciate if you could forward the original email here.

Someone called to offer a lower rate on my Mastercard but it seems to be a scam. What should I do?

Mastercard does not contact individuals to request personal information including credit or debit card account information. If you received an unsolicited phone call, email, text or social media request from an individual claiming to be a Mastercard representative, do not respond.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the financial institution that issued your credit or debit card to report the incident.

I believe fraudulent purchases were made on my Mastercard. How do I report it?

If you believe a transaction posted to your account is fraudulent, you should immediately contact the financial institution that issued your card. Look for a customer service number on the back of the card or on your billing statement. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

I know who committed fraud on my Mastercard credit or debit card. How do I report it?

If you believe that you have information about a person who has committed fraud by using your Mastercard without your permission, please contact the financial institution that issued your card. Contact information can be located on the back of your card or on a monthly billing statement.

I believe someone has applied for a Mastercard credit card in my name. What should I do?

Mastercard does not issue cards and we can't tell you if an account has been opened in your name. If you know the name of the financial institution that may have opened an account or issued a card in your name without your consent, we recommend you contact that financial institution immediately and cancel the account.Then you should notify each of the three U.S. credit reporting agencies (if you're based in the U.S.):

The credit reporting agencies should provide you with a copy of your credit report. Even if you don't see an unusual creditor on a credit report, you should formally write to advise them of the situation.

For more information on credit reports, go to www.ftc.gov and select Credit Reports.

There was a breach on my account and I received a new card. How can I get more information?

Mastercard appreciates your diligence in protecting your finances. While we take each card breach very seriously and are working closely with investigative agencies, we encourage you to contact your financial institution for the most up-to-date information. Typically, there is a customer service number on the back of the card that you can call.

How do I report potential fraud?

If you possess contact information for someone who has committed fraud on a Mastercard® account, please contact your merchant service provider for assistance in reaching the financial institution that issued the Mastercard account.

What is Mastercard® rePower?

The Mastercard rePower Load Network is a service from Mastercard that allows you to add money to your eligible card at participating merchants. This service is currently available in the U.S. at over 100,000 retail locations.

How does Mastercard rePower work?

Simply visit a participating retailer with the cash you want to add. Some retailers support the card swipe method, which enables you to add funds in-store by asking the cashier to swipe your card. Other retailers sell reload packs, (Green Dot MoneyPak, Vanilla Reload Pack), that you purchase and add to your card by entering a code online or by phone.

You can also add funds at Western Union locations fill out a form and an agent will load the money onto your card.

How do I use the Mastercard rePower Locator?

Type in a city and state, or a zip code to search for a retail location nearest you. You can further narrow down the list of Mastercard rePower merchant locations by providing a street address. Click the Search button, and you will be presented with a list of locations and the type of reload supported (e.g., Card Swipe, Western Union, Reload Pack).

How do I get my card balance?

Follow the instructions provided with your card. Typically, you may get your balance by either visiting your card issuer's website or by calling the phone number on the back of the card.

How much does a Mastercard rePower reload transaction cost?

Reload fees may apply, depending on the retailer. Please refer to the fees section and also check with a participating merchant for the most up-to-date information.

Can I reload any card at Mastercard rePower merchants?

Your debit or prepaid card must be eligible for rePower reloads. You can find out if your card is eligible by looking for the Mastercard rePower logo on the back of your card or by contacting your card issuer.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.

What is Mastercard® Identity Check and how does it impact SecureCode?

Mastercard Identity Check is our new and improved payment authentication program based on the payment industry specification - EMV 3-D Secure. SecureCode customers are encouraged to transition to Identity Check to take full advantage of the superior program benefits. As the transition takes place, you will progressively see Identity Check information replacing SecureCode.

What is Mastercard® SecureCode?

Mastercard SecureCode is a service to enhance your existing Mastercard credit card or debit card. With a private code - similar to a PIN - you get protection against unauthorized use of your card when you shop at participating online retailers.

How does Mastercard SecureCode work?

Once you've registered and created your own private SecureCode, you'll be prompted to enter your code when you shop with a participating online merchant. Your SecureCode will be quickly confirmed by your financial institution and your purchase will be complete.

Your SecureCode will never be shared with the merchant. It's just like entering your PIN at an ATM.

What should I do if I can't remember my SecureCode?

If you forget your code, you may be prompted to reset it, or you can contact the customer service number for your financial institution, which is typically found on the back of your card.

What is Mastercard's policy when it comes to reporting security vulnerabilities?

At Mastercard®, safety and security are foundational principles central to every part of our company and the innovative technology platforms and services we enable. We know that secure products and services are essential to the trust that our customers, cardholders, merchants and other partners place in us.

If you believe you have identified a security vulnerability, we encourage you to report this to us as soon as possible through our vulnerability reporting program. We'll investigate all verifiable and legitimate reports and do our best to fix the problem as quickly as possible.

What platforms and vulnerability categories are in scope?

Please visit https://bugcrowd.com/mastercard and https://bugcrowd.com/mastercard-vdp for an updated list of applications which are in scope for our Bug Bounty program. Certain applications are open in an “invite only” mode and may not show up on the list of public Bug Bounty programs. Mastercard invites selected researchers for such programs based on their technical expertise and rankings on the Bugcrowd leaderboards.

What if I identify vulnerabilities or issues outside of these areas?

Monetary rewards are offered to external security researchers if they identify an issue on one of the in-scope platforms. Compensation depends on the severity and impact of the identified issue. Mastercard reviews each identified vulnerability and reserves the right to reward submissions made on out-of-scope assets. We encourage researchers to submit identified vulnerabilities on out-of-scope assets on the https://bugcrowd.com/mastercard-vdp program.

What is the reward process for reported vulnerabilities?

You can submit potential security vulnerabilities to us through our Bug Bounty programs (on Bugcrowd.com) for consideration of rewards. Reward-related details are available on https://bugcrowd.com/mastercard. Please note that information provided through a Mastercard email address ([email protected]) is not eligible for compensation under our vulnerability reporting program.

A merchant wanted to charge a surcharge or fee to use my Mastercard. What should I do?

Merchants can charge an extra fee to customers who pay with Mastercard branded credit cards, where permissible by law. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. Additional details on these surcharges can be found in our merchant surcharge rules.

Merchants must clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or would like to report a questionable charge, please send us an email.

What should I do if the merchant surcharge was not clearly disclosed before I paid or indicated on my receipt?

Merchants can charge a surcharge to customers who pay with Mastercard®-branded credit cards. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. Click here to read the requirements.

If you believe you've been charged incorrectly, send us an email with the merchant details and other necessary information.

What should I do if the merchant surcharge was higher than I expected?

The surcharge that the merchant assesses may not exceed the merchant discount rate that the merchant pays for the credit card that is surcharged. In the United States, this charge for Mastercard typically ranges from 1.5% to 3%. In no event may the merchant surcharge an amount greater than 4%. Merchants much clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, email us here and provide the information requested.

I was charged a surcharge without my knowledge. What should I do?

Merchants can charge an extra fee to all customers who pay with Mastercard® branded credit cards. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. These requirements can be found by visiting our merchant surcharge rules.

Merchants must clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt.

If you're not certain whether you have been charged appropriately, or you'd like to report a questionable charge, please send us an email.

If I have a problem making a tax payment, whom can I contact?

For specific questions relating to state or local income taxes, contact your local tax authority.

How can I be sure that my card payment has been processed?

Upon card authorization, the service provider will provide you with a confirmation number.

How will I know what fees I'll be charged if I pay taxes with a card?

After you've entered the payment amount, the website will disclose the convenience fee. The fees may vary depending upon the amount of taxes due.

What information will I need to have available to pay taxes with my Mastercard?

A: When prompted, you'll be asked for the following:

  • taxpayer property/parcel number
  • balance due (in whole dollars) calculated on the tax return
  • 16-digit Mastercard number
  • Mastercard expiration date
  • ZIP code where monthly Mastercard account statements are mailed, or zip code of primary cardholder

How will a federal tax payment appear on my statement?

There will be two separate entries related to the tax payment transaction: the first will display the amount of tax paid and identify the payee as “US Treasury Tax Payment,”and the second entry will display the convenience fee and be listed as “Tax Payment Convenience Fee.”

Where can I get information about IRS e-file?

You can reach the IRS by calling 1-800-829-1040 or by visiting www.irs.gov.

Someone called to offer a lower rate on my Mastercard but it seems like a scam. What should I do?

Please be advised that Mastercard does not attempt to contact individuals to request personal information including credit or debit card account information. If you receive an unsolicited phone call, email, text message or social media request from an individual claiming to be a Mastercard representative: DO NOT RESPOND.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or other inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the bank or financial institution that issued your credit or debit card to report the incident.

What is tokenization?

Tokenization is the process of replacing a card’s primary account number (PAN)—the 16-digit number on the plastic card—with a unique alternate card number, or “token.” Tokens can be used for mobile point-of-sale transactions, in-app purchases or online purchases.

What are the benefits of tokenization?

Tokenization reduces fraud related to digital payments by making transactions more secure by including a dynamic component with each transaction. It takes the security of a physical EMV chip and applies it to non-card environments including proximity, mobile and internet payments.

Merchants benefit from more secure transactions as well as faster checkout experiences, new payment acceptance options and more ways to sell.

How do I ensure that I can accept transactions from eligible devices?

Existing contactless terminals are compatible with tokenized transactions and no action is required. Mastercard® offers merchants a free, optional service for a more secure in-app payment acceptance called Digital Secure Remote Payment (DSRP). To use DSRP merchants must:

  • Contact their acquirer to ensure that they support DSRP
  • Integrate their mobile app with the digital wallet partner

What is Mastercard’s role in the launch of digital wallets?

The new digital wallets connect into Mastercard Digital Enablement Service (MDES), so participating issuers can enable secure mobile payments on millions of devices.

What do these new digital payments mean for me?

For consumers and merchants alike, every purchase made with a tokenized Mastercard debit, credit, prepaid or small business card using Apple PayTM, Google PayTM or Samsung Pay in the United States offers the enhanced security and benefits of a digital Mastercard transaction including secure tokenization technology.

Will this affect the way I identify new or returning consumers?

Merchants that use card numbers to identify customers will not be able to recognize returning customers if it's the first time they're using their token, since it appears as a new card number. However, when used again, merchants will be able to recognize the token associated with that consumer’s device.

What should I do if I have a transaction dispute related to COVID-19?

For questions on dispute resolution during COVID-19, please review frequently asked questions and best practices here.

How can I dispute a charge?

Please contact the financial institution that issued your card to dispute a charge. Only your issuer holds your specific and unique information including what rights you have to file disputes. The dispute process agreed to by financial institutions that issue Mastercard or process Mastercard transactions is set up to allow the financial institutions to manage disputes with cardholders and merchants in a formal manner.

Who do I contact if I never received an item that I purchased online or by phone?

If you did not receive an item that you purchased or if you received an incorrect item, you should first contact the merchant to try to resolve the situation. If you can't come to an agreement and you want to dispute the transaction, this must be done directly with the financial institution that issued your Mastercard. Typically, there is a customer service number for your financial institution on the back of the card.

I made a purchase but received the wrong item. What should I do?

If you purchased an item but received the wrong one, please contact the merchant to try to resolve the situation. If you and the merchant cannot resolve the issue, and you want to file a disputed transaction, this must be done directly with the financial institution that issued your Mastercard.

Typically, there is a customer service number for your financial institution on the back of the card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

How do I get a refund from a business that has filed bankruptcy?

If you used a Mastercard for a purchase from a business that has filed for bankruptcy, you can file a disputed transaction with the financial institution that issued the card.

Typically, there is a customer service number for your financial institution on the back of your card card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

What should I do if the financial institution that issued my Mastercard says that Mastercard denied my dispute?

If your dispute case was denied, the financial institution that issued your Mastercard will be able to explain the reason.

Typically, there is a customer service number for your financial institution on the back of your card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll free at 1-800-627-8372 or 'Collect' by dialing 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.


Never Forget Your Credit Card at the Bar Again With This New Digital ‘Open Tab’ Feature - Recipes

Q: What is Mastercard Send?

A: Mastercard Send is a first-of-its-kind interoperable global platform that enables funds to be sent quickly and securely via three payment flows:

  • Disbursements - payments from governments, businesses, and non-profits to consumers
  • Domestic P2P - payments between two consumers in one country
  • Cross-border P2P - payments between two consumers in different countries

Q: Which Mastercard Send flows are currently available in the U.S.?

A: The Mastercard Send API is available for Domestic P2P and Disbursements providers. Additionally, there is a Remittance API that can be used for providers looking to enable cross-border payments originating in the United States.

Q: Why is Mastercard offering these services?

A: In the U.S., Disbursements and P2P payments make up $4 trillion per year most of these payments are made via checks, ACH transfers and cash. Currently, the methods for these payments are slow, lack ubiquity and create security concerns. Consumers want to be able to send and receive money using their connected devices regardless of where they bank and disbursers are looking for cheaper and more efficient ways to send money to their consumers. In line with Mastercard's vision to build a World Beyond Cash, Mastercard Send aims to make payments easier, safer and more efficient for all parties.

Q: How does a Send transaction work?

A: While most electronic P2P and Disbursements' solutions rely on slow, batch-oriented ACH methods, the Mastercard Send solution leverages debit networks to move funds, typically within seconds. Mastercard Send is unique: funds can be transferred to virtually all debit cards in the U.S. and, in most cases, funds can be transferred typically within seconds. Through a set of APIs, a service provider can request a transfer through a sending acquirer, which Mastercard then routes to any U.S. bank account via a debit card regardless of the brand.

Q: What cards are eligible for Mastercard Send transactions?

A: Currently, the service is only available for U.S. consumer debit and reloadable prepaid cards. However, the MoneySend mandate includes all consumer cards: debit, credit and prepaid. Mastercard recommends that issuers support all cards when migrating to Transaction Code 28 to prepare for future service enhancements.

Q: What role does an issuer play in a Send transaction?

A: One role that issuers play in a Send transaction is as receiving institutions. In this role, issuers are required to post funds to their cardholders' accounts.

When a service provider sends funds to a debit account using Transaction Code 28, the issuer of the receiver's debit card is paid a share of network fees. Once an issuer has complied with the MoneySend mandate to enable Transaction Code 28, they will be eligible to start collecting these fees. For more information on the mandate, see Global Operations Bulletin No. 2 (February 2, 2014).

Q: Can an issuer use Mastercard Send for a P2P program?

A: An issuer could offer P2P payment services by leveraging the Mastercard Send API to allow their cardholders to send and receive payments with their friends and family. While Mastercard Send is a critical part of a P2P program, interested issuers should consider the other necessary implementation measures and development requirements. These considerations should include: customer acquisition costs, receiver management requirements for users without accounts at a bank, the necessary user interfaces for a standalone or integrated mobile application, among other considerations.

Q: How does Mastercard Send differ from MoneySend?

A: Mastercard Send is the first-of-its-kind interoperable global platform that enables funds to be sent quickly and securely. In the U.S., it will enable disbursements and P2P payments to and from nearly any U.S. debit card account, including non-Mastercard debit cards. MoneySend is the Mastercard transaction type (Transaction Code 28) designed for real-time money transfers by issuers connected to the Mastercard network.

Where can I get a Mastercard® Everyday Prepaid Card?

Find the Mastercard Everyday Prepaid Card that's right for you they're available at participating stores and online at Mastercard Prepaid cards.

Do I have to activate and register my prepaid card before using it?

Activation and registration requirements vary, so check your card packaging for detailed instructions. However, you'll need to register your card in order to take advantage of the reload function, Zero Liability Protection and card replacement benefits offered by your prepaid card.

How do I use my Mastercard Everyday Prepaid Card?

Use your Everyday Prepaid Card like a regular debit or credit card at checkout swipe it at the terminal or give it to the cashier if requested. Your purchase will automatically be deducted from the card balance.

Where can I use my Mastercard Everyday Prepaid Card?

Use your Mastercard Everyday Prepaid Card anywhere that Debit Mastercard is accepted, including millions of locations worldwide plus online, mail and phone orders. You can also use your card to pay bills online.

My available card balance won't cover my purchase amount. Can I still use my prepaid card?

Yes, just tell the cashier in advance how much to deduct from your prepaid card and how much you will pay using an alternate payment method. Note that this process, known as "split tender," may not be supported by all merchants.

How do I return an item purchased with a Mastercard Everyday Prepaid Card?

When you make a return, the cashier may ask to see your card. The value of the returned merchandise will be credited back to the card.

I can't find my Mastercard Everyday Prepaid Card. What should I do?

If you registered your Mastercard Everyday Prepaid Card, your issuer can use the information you provided during registration to issue a replacement card. Be sure to keep a record of the card number.

Contact the issuer immediately to report a lost or stolen card. You can also contact Emergency Services for additional assistance.

Mastercard Everyday Prepaid Cards that have been registered include Zero Liability Protection. Certain exceptions apply.

How do I add funds to my card?

The best way to add funds to your card is to set up direct deposit of your paycheck. Direct deposit information varies, so check your card packaging or contact the card issuer.

You can also add money to your card at participating retail locations. Check your card packaging or contact the card issuer to find out which retailers are supported.

Where can I get a Mastercard Prepaid Gift Card?

Mastercard Prepaid Gift Cards are available at bank branches, retail locations, online and via phone. There are many card styles to choose from, some of which can be customized with unique designs, the recipient's name and personal messages. It's easy to find the prepaid gift card that's right for you.

I received a Mastercard Prepaid Gift Card. Do I need to activate or register my card before using it?

Many Mastercard Prepaid Gift Cards sold in retail locations are automatically activated when the card is purchased. Call the customer service number on the back of the card if you have questions about activation. For online and telephone purchases, you may need to register your card with the card issuer.

How long can I use my Mastercard Prepaid Gift Card?

You can make purchases on your prepaid gift card until the value of the card has been depleted, or until the expiration date shown on the card.

How do prepaid travel cards work?

Prepaid travel cards work just like all Mastercard Prepaid Cards, which means you can spend up to the value placed on the card anywhere Debit Mastercard is accepted.

You might want to check your card balance before you shop since the merchant or service provider may not be able to retrieve this information for you.

How can I get the balance on my prepaid travel card?

Depending on your card, you may be able to check your balance on the issuer's website. Certain merchants will also have the ability to read your card's balance for you.

What if my card is lost or stolen?

Contact the issuer of your card immediately to report a lost or stolen card. There is a customer service number listed on the back of the card. Be sure to keep a record of the Mastercard Travel Card number. Your issuer may need this information to cancel the card and issue a replacement.

Mastercard Travel Prepaid Cards that have been registered may include Zero Liability Protection. Certain exceptions apply.

What is Mastercard rePower?

The Mastercard rePower Load Network is a service that allows you to add money to your eligible Mastercard Prepaid Card at participating merchants.

How do I get my Mastercard Prepaid Card balance?

Follow the instructions provided with your card. Generally, this includes either visiting the card issuer's website or by calling the phone number on the back of the card.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.

What data does Mastercard collect and how does Mastercard use it?

When processing a purchase transaction, we collect limited information such as card number, merchant name, location, and the date and amount of the transaction. Importantly, we do not generally collect the cardholder’s name, address or other directly identifiable information. We may collect additional personal information in other contexts, such as for fraud monitoring and prevention, authentication, risk management and dispute resolution, or when individuals decide to participate in one of our optional programs such as Priceless Cities.

How does Mastercard capture the value of data while protecting people’s privacy?

We help businesses, governments, the public sector and individuals better understand the world around them. To achieve this, we remove personal information by anonymizing data and produce aggregated trends and insights. One way that we use these trends and insights is for social good, thereby advancing financial inclusion and humanitarian efforts around the globe. Combined with our strong commitment to data ethics, this contributes to effective outcomes while respecting people’s privacy and human rights.

How can individuals know more about what data Mastercard collects and how that information may be used?

Transparency is core to Mastercard. We explain how we handle individuals’ personal information in our Global Privacy Notice, which is complemented by specific privacy notices for certain products and services. As a service provider, we refer individuals to the privacy notice provided by those third parties for more information on how their personal information is handled.

Does Mastercard share transaction data?

We do not share transaction data without consent or as otherwise legally permitted such as in the context of fraud prevention.

How does Mastercard navigate the rapidly evolving global privacy landscape?

Mastercard complies with all regional and local regulations, including the General Data Protection Regulation (GDPR) in the European Union, the Lei Geral de Proteção de Dados Pessoais (LGPD) in Brazil and the California Consumer Privacy Act (CCPA). In particular, we’ve embraced the GDPR as an opportunity to enhance our data practices globally. That is, we have extended the GDPR’s high standards and privacy rights to all individuals around the world, wherever they live.

What impact will Schrems II and Brexit have on Mastercard’s approach to data transfers?

Mastercard relies on its Binding Corporate Rules (“BCRs”) to transfer EU personal data to Mastercard entities outside of the EEA in compliance with the GDPR. There is therefore no immediate impact on data transfers. Mastercard closely monitors European and UK regulatory guidance on this issue. More information on our position regarding Brexit can be found here, and further information about the Schrems II Judgment can be found here.

Has Mastercard received recognition for its privacy practices?

Yes. In Europe, our Binding Corporate Rules (“BCRs”) have been approved by EEA Data Protection Authorities and allow us to transfer personal information from our cardholders, customers, partners and employees to all Mastercard entities globally. In 2019, Mastercard also received certifications under the Asia-Pacific Economic Cooperation (APEC) Cross-Border Privacy Rules system and the Privacy Recognition for Processors system. For more information on the APEC systems, please visit: http://cbprs.org.

What steps does Mastercard take to ensure privacy is protected?

We take your privacy very seriously. That's why we embed privacy safeguards into all of our products and services, limiting data use to only what’s necessary and looking for ways to encrypt or de-identify personal information while making sure each product is still convenient and easy to use. In addition, we employ rigorous standards to ensure the safety and security of data not only within Mastercard, but with all our partners and vendors as well.

Who owns personal information?

Your personal information belongs to you you control how it is used.

How can individuals control how their data is being used?

We provide individuals with privacy rights and choices. You can opt out of your personal information being used for marketing, data analytics and web analytics at any time and at no cost, using our online forms. Individuals also have the right to access, correct, modify or move their personal information via our online portal, which is currently available for all users located in the European Union and will shortly be accessible worldwide.

A merchant required me to make a minimum purchase when I used my credit card. What should I do?

A merchant located in the United States or a U.S. region/territory may set a minimum transaction amount for credit cards only. The amount may not exceed $10 and cannot discriminate between issuers or between Mastercard(r) and other acceptance brands. Merchants are not permitted to require a Mastercard cardholder to pay a minimum amount for a Debit Mastercard or Mastercard prepaid card transaction. If you believe that a merchant inappropriately requested a minimum charge, you may report this by completing a form available through this link: Report a problem.

A merchant wanted to charge a surcharge or fee to use my Mastercard. What should I do?

As a result of a court-approved settlement, Mastercard agreed to modify its rules to permit U.S. merchants to surcharge Mastercard credit cards as long as they complied with certain limitations.

Merchants have the option to add a surcharge at the "brand level" where the surcharge is the same for all Mastercard credit cards, regardless of the card's issuer, or they can add a surcharge at the "product level" (e.g., apply a surcharge to all World Mastercard cards regardless of the card's issuer but not standard Mastercard credit cards). Read the details on our merchant surcharge page. A merchant's ability to surcharge on credit cards is subject to any restrictions or prohibitions imposed by applicable state law. Mastercard rules continue to prohibit merchants from applying a surcharge on debit cards.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, send us an email and provide the information requested.

What should I do if the merchant surcharge was not clearly disclosed before I paid?

Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you believe you've been charged incorrectly, send us an email with the merchant details and other necessary information.

What should I do if the merchant surcharge was higher than I expected?

The surcharge that the merchant assesses may not exceed the merchant discount rate that the merchant pays for the credit card that is surcharged. In the United States, this charge for Mastercard typically ranges from 1.5% to 3% and in no event may the merchant surcharge greater than 4%. Merchants much clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you do not believe that you have been charged appropriately, or you would like to report a questionable charge, send us an email.

Why was I charged a higher amount at the pump because I used my Mastercard?

A merchant may provide a discount to its customers paying cash, provided that the discount is posted. If you'd like to report a questionable charge, you may report a problem by completing this online form.

Are merchants allowed to ask me to provide identification to use my Mastercard?

There are certain situations, such as shipping purposes, in which a merchant may require personal information. However, if you believe a merchant has violated the above standard or their actions requesting identification are questionable, you may report a problem by completing this online form.

My card was declined while trying to make a purchase. What should I do?

If a transaction is declined, please contact the financial institution that issued your card. Sometimes banks put security measures in place on certain types of transactions to reduce the risk of fraud, which may result in declined transactions.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please contact us to submit your question.

How can I get a replacement card?

Mastercard® can assist you in getting a replacement card by working with the financial institution that issued your card to acquire a new account number. To request an emergency card replacement, please contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

I received an email/phone call from Mastercard® about my account, but it appears to be a scam or a phishing email. What should I do?

Mastercard will never solicit personal or account information from a cardholder and we suspect that the information you received is fraudulent. Consumers should always safeguard their personal information and refrain from responding to suspicious email/phone scams. If you suspect fraud on your account, please contact your issuing bank immediately to report it. We would appreciate if you could forward the original email here.

Someone called to offer a lower rate on my Mastercard but it seems to be a scam. What should I do?

Mastercard does not contact individuals to request personal information including credit or debit card account information. If you received an unsolicited phone call, email, text or social media request from an individual claiming to be a Mastercard representative, do not respond.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the financial institution that issued your credit or debit card to report the incident.

I believe fraudulent purchases were made on my Mastercard. How do I report it?

If you believe a transaction posted to your account is fraudulent, you should immediately contact the financial institution that issued your card. Look for a customer service number on the back of the card or on your billing statement. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

I know who committed fraud on my Mastercard credit or debit card. How do I report it?

If you believe that you have information about a person who has committed fraud by using your Mastercard without your permission, please contact the financial institution that issued your card. Contact information can be located on the back of your card or on a monthly billing statement.

I believe someone has applied for a Mastercard credit card in my name. What should I do?

Mastercard does not issue cards and we can't tell you if an account has been opened in your name. If you know the name of the financial institution that may have opened an account or issued a card in your name without your consent, we recommend you contact that financial institution immediately and cancel the account.Then you should notify each of the three U.S. credit reporting agencies (if you're based in the U.S.):

The credit reporting agencies should provide you with a copy of your credit report. Even if you don't see an unusual creditor on a credit report, you should formally write to advise them of the situation.

For more information on credit reports, go to www.ftc.gov and select Credit Reports.

There was a breach on my account and I received a new card. How can I get more information?

Mastercard appreciates your diligence in protecting your finances. While we take each card breach very seriously and are working closely with investigative agencies, we encourage you to contact your financial institution for the most up-to-date information. Typically, there is a customer service number on the back of the card that you can call.

How do I report potential fraud?

If you possess contact information for someone who has committed fraud on a Mastercard® account, please contact your merchant service provider for assistance in reaching the financial institution that issued the Mastercard account.

What is Mastercard® rePower?

The Mastercard rePower Load Network is a service from Mastercard that allows you to add money to your eligible card at participating merchants. This service is currently available in the U.S. at over 100,000 retail locations.

How does Mastercard rePower work?

Simply visit a participating retailer with the cash you want to add. Some retailers support the card swipe method, which enables you to add funds in-store by asking the cashier to swipe your card. Other retailers sell reload packs, (Green Dot MoneyPak, Vanilla Reload Pack), that you purchase and add to your card by entering a code online or by phone.

You can also add funds at Western Union locations fill out a form and an agent will load the money onto your card.

How do I use the Mastercard rePower Locator?

Type in a city and state, or a zip code to search for a retail location nearest you. You can further narrow down the list of Mastercard rePower merchant locations by providing a street address. Click the Search button, and you will be presented with a list of locations and the type of reload supported (e.g., Card Swipe, Western Union, Reload Pack).

How do I get my card balance?

Follow the instructions provided with your card. Typically, you may get your balance by either visiting your card issuer's website or by calling the phone number on the back of the card.

How much does a Mastercard rePower reload transaction cost?

Reload fees may apply, depending on the retailer. Please refer to the fees section and also check with a participating merchant for the most up-to-date information.

Can I reload any card at Mastercard rePower merchants?

Your debit or prepaid card must be eligible for rePower reloads. You can find out if your card is eligible by looking for the Mastercard rePower logo on the back of your card or by contacting your card issuer.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.

What is Mastercard® Identity Check and how does it impact SecureCode?

Mastercard Identity Check is our new and improved payment authentication program based on the payment industry specification - EMV 3-D Secure. SecureCode customers are encouraged to transition to Identity Check to take full advantage of the superior program benefits. As the transition takes place, you will progressively see Identity Check information replacing SecureCode.

What is Mastercard® SecureCode?

Mastercard SecureCode is a service to enhance your existing Mastercard credit card or debit card. With a private code - similar to a PIN - you get protection against unauthorized use of your card when you shop at participating online retailers.

How does Mastercard SecureCode work?

Once you've registered and created your own private SecureCode, you'll be prompted to enter your code when you shop with a participating online merchant. Your SecureCode will be quickly confirmed by your financial institution and your purchase will be complete.

Your SecureCode will never be shared with the merchant. It's just like entering your PIN at an ATM.

What should I do if I can't remember my SecureCode?

If you forget your code, you may be prompted to reset it, or you can contact the customer service number for your financial institution, which is typically found on the back of your card.

What is Mastercard's policy when it comes to reporting security vulnerabilities?

At Mastercard®, safety and security are foundational principles central to every part of our company and the innovative technology platforms and services we enable. We know that secure products and services are essential to the trust that our customers, cardholders, merchants and other partners place in us.

If you believe you have identified a security vulnerability, we encourage you to report this to us as soon as possible through our vulnerability reporting program. We'll investigate all verifiable and legitimate reports and do our best to fix the problem as quickly as possible.

What platforms and vulnerability categories are in scope?

Please visit https://bugcrowd.com/mastercard and https://bugcrowd.com/mastercard-vdp for an updated list of applications which are in scope for our Bug Bounty program. Certain applications are open in an “invite only” mode and may not show up on the list of public Bug Bounty programs. Mastercard invites selected researchers for such programs based on their technical expertise and rankings on the Bugcrowd leaderboards.

What if I identify vulnerabilities or issues outside of these areas?

Monetary rewards are offered to external security researchers if they identify an issue on one of the in-scope platforms. Compensation depends on the severity and impact of the identified issue. Mastercard reviews each identified vulnerability and reserves the right to reward submissions made on out-of-scope assets. We encourage researchers to submit identified vulnerabilities on out-of-scope assets on the https://bugcrowd.com/mastercard-vdp program.

What is the reward process for reported vulnerabilities?

You can submit potential security vulnerabilities to us through our Bug Bounty programs (on Bugcrowd.com) for consideration of rewards. Reward-related details are available on https://bugcrowd.com/mastercard. Please note that information provided through a Mastercard email address ([email protected]) is not eligible for compensation under our vulnerability reporting program.

A merchant wanted to charge a surcharge or fee to use my Mastercard. What should I do?

Merchants can charge an extra fee to customers who pay with Mastercard branded credit cards, where permissible by law. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. Additional details on these surcharges can be found in our merchant surcharge rules.

Merchants must clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or would like to report a questionable charge, please send us an email.

What should I do if the merchant surcharge was not clearly disclosed before I paid or indicated on my receipt?

Merchants can charge a surcharge to customers who pay with Mastercard®-branded credit cards. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. Click here to read the requirements.

If you believe you've been charged incorrectly, send us an email with the merchant details and other necessary information.

What should I do if the merchant surcharge was higher than I expected?

The surcharge that the merchant assesses may not exceed the merchant discount rate that the merchant pays for the credit card that is surcharged. In the United States, this charge for Mastercard typically ranges from 1.5% to 3%. In no event may the merchant surcharge an amount greater than 4%. Merchants much clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, email us here and provide the information requested.

I was charged a surcharge without my knowledge. What should I do?

Merchants can charge an extra fee to all customers who pay with Mastercard® branded credit cards. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. These requirements can be found by visiting our merchant surcharge rules.

Merchants must clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt.

If you're not certain whether you have been charged appropriately, or you'd like to report a questionable charge, please send us an email.

If I have a problem making a tax payment, whom can I contact?

For specific questions relating to state or local income taxes, contact your local tax authority.

How can I be sure that my card payment has been processed?

Upon card authorization, the service provider will provide you with a confirmation number.

How will I know what fees I'll be charged if I pay taxes with a card?

After you've entered the payment amount, the website will disclose the convenience fee. The fees may vary depending upon the amount of taxes due.

What information will I need to have available to pay taxes with my Mastercard?

A: When prompted, you'll be asked for the following:

  • taxpayer property/parcel number
  • balance due (in whole dollars) calculated on the tax return
  • 16-digit Mastercard number
  • Mastercard expiration date
  • ZIP code where monthly Mastercard account statements are mailed, or zip code of primary cardholder

How will a federal tax payment appear on my statement?

There will be two separate entries related to the tax payment transaction: the first will display the amount of tax paid and identify the payee as “US Treasury Tax Payment,”and the second entry will display the convenience fee and be listed as “Tax Payment Convenience Fee.”

Where can I get information about IRS e-file?

You can reach the IRS by calling 1-800-829-1040 or by visiting www.irs.gov.

Someone called to offer a lower rate on my Mastercard but it seems like a scam. What should I do?

Please be advised that Mastercard does not attempt to contact individuals to request personal information including credit or debit card account information. If you receive an unsolicited phone call, email, text message or social media request from an individual claiming to be a Mastercard representative: DO NOT RESPOND.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or other inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the bank or financial institution that issued your credit or debit card to report the incident.

What is tokenization?

Tokenization is the process of replacing a card’s primary account number (PAN)—the 16-digit number on the plastic card—with a unique alternate card number, or “token.” Tokens can be used for mobile point-of-sale transactions, in-app purchases or online purchases.

What are the benefits of tokenization?

Tokenization reduces fraud related to digital payments by making transactions more secure by including a dynamic component with each transaction. It takes the security of a physical EMV chip and applies it to non-card environments including proximity, mobile and internet payments.

Merchants benefit from more secure transactions as well as faster checkout experiences, new payment acceptance options and more ways to sell.

How do I ensure that I can accept transactions from eligible devices?

Existing contactless terminals are compatible with tokenized transactions and no action is required. Mastercard® offers merchants a free, optional service for a more secure in-app payment acceptance called Digital Secure Remote Payment (DSRP). To use DSRP merchants must:

  • Contact their acquirer to ensure that they support DSRP
  • Integrate their mobile app with the digital wallet partner

What is Mastercard’s role in the launch of digital wallets?

The new digital wallets connect into Mastercard Digital Enablement Service (MDES), so participating issuers can enable secure mobile payments on millions of devices.

What do these new digital payments mean for me?

For consumers and merchants alike, every purchase made with a tokenized Mastercard debit, credit, prepaid or small business card using Apple PayTM, Google PayTM or Samsung Pay in the United States offers the enhanced security and benefits of a digital Mastercard transaction including secure tokenization technology.

Will this affect the way I identify new or returning consumers?

Merchants that use card numbers to identify customers will not be able to recognize returning customers if it's the first time they're using their token, since it appears as a new card number. However, when used again, merchants will be able to recognize the token associated with that consumer’s device.

What should I do if I have a transaction dispute related to COVID-19?

For questions on dispute resolution during COVID-19, please review frequently asked questions and best practices here.

How can I dispute a charge?

Please contact the financial institution that issued your card to dispute a charge. Only your issuer holds your specific and unique information including what rights you have to file disputes. The dispute process agreed to by financial institutions that issue Mastercard or process Mastercard transactions is set up to allow the financial institutions to manage disputes with cardholders and merchants in a formal manner.

Who do I contact if I never received an item that I purchased online or by phone?

If you did not receive an item that you purchased or if you received an incorrect item, you should first contact the merchant to try to resolve the situation. If you can't come to an agreement and you want to dispute the transaction, this must be done directly with the financial institution that issued your Mastercard. Typically, there is a customer service number for your financial institution on the back of the card.

I made a purchase but received the wrong item. What should I do?

If you purchased an item but received the wrong one, please contact the merchant to try to resolve the situation. If you and the merchant cannot resolve the issue, and you want to file a disputed transaction, this must be done directly with the financial institution that issued your Mastercard.

Typically, there is a customer service number for your financial institution on the back of the card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

How do I get a refund from a business that has filed bankruptcy?

If you used a Mastercard for a purchase from a business that has filed for bankruptcy, you can file a disputed transaction with the financial institution that issued the card.

Typically, there is a customer service number for your financial institution on the back of your card card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

What should I do if the financial institution that issued my Mastercard says that Mastercard denied my dispute?

If your dispute case was denied, the financial institution that issued your Mastercard will be able to explain the reason.

Typically, there is a customer service number for your financial institution on the back of your card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll free at 1-800-627-8372 or 'Collect' by dialing 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.


Never Forget Your Credit Card at the Bar Again With This New Digital ‘Open Tab’ Feature - Recipes

Q: What is Mastercard Send?

A: Mastercard Send is a first-of-its-kind interoperable global platform that enables funds to be sent quickly and securely via three payment flows:

  • Disbursements - payments from governments, businesses, and non-profits to consumers
  • Domestic P2P - payments between two consumers in one country
  • Cross-border P2P - payments between two consumers in different countries

Q: Which Mastercard Send flows are currently available in the U.S.?

A: The Mastercard Send API is available for Domestic P2P and Disbursements providers. Additionally, there is a Remittance API that can be used for providers looking to enable cross-border payments originating in the United States.

Q: Why is Mastercard offering these services?

A: In the U.S., Disbursements and P2P payments make up $4 trillion per year most of these payments are made via checks, ACH transfers and cash. Currently, the methods for these payments are slow, lack ubiquity and create security concerns. Consumers want to be able to send and receive money using their connected devices regardless of where they bank and disbursers are looking for cheaper and more efficient ways to send money to their consumers. In line with Mastercard's vision to build a World Beyond Cash, Mastercard Send aims to make payments easier, safer and more efficient for all parties.

Q: How does a Send transaction work?

A: While most electronic P2P and Disbursements' solutions rely on slow, batch-oriented ACH methods, the Mastercard Send solution leverages debit networks to move funds, typically within seconds. Mastercard Send is unique: funds can be transferred to virtually all debit cards in the U.S. and, in most cases, funds can be transferred typically within seconds. Through a set of APIs, a service provider can request a transfer through a sending acquirer, which Mastercard then routes to any U.S. bank account via a debit card regardless of the brand.

Q: What cards are eligible for Mastercard Send transactions?

A: Currently, the service is only available for U.S. consumer debit and reloadable prepaid cards. However, the MoneySend mandate includes all consumer cards: debit, credit and prepaid. Mastercard recommends that issuers support all cards when migrating to Transaction Code 28 to prepare for future service enhancements.

Q: What role does an issuer play in a Send transaction?

A: One role that issuers play in a Send transaction is as receiving institutions. In this role, issuers are required to post funds to their cardholders' accounts.

When a service provider sends funds to a debit account using Transaction Code 28, the issuer of the receiver's debit card is paid a share of network fees. Once an issuer has complied with the MoneySend mandate to enable Transaction Code 28, they will be eligible to start collecting these fees. For more information on the mandate, see Global Operations Bulletin No. 2 (February 2, 2014).

Q: Can an issuer use Mastercard Send for a P2P program?

A: An issuer could offer P2P payment services by leveraging the Mastercard Send API to allow their cardholders to send and receive payments with their friends and family. While Mastercard Send is a critical part of a P2P program, interested issuers should consider the other necessary implementation measures and development requirements. These considerations should include: customer acquisition costs, receiver management requirements for users without accounts at a bank, the necessary user interfaces for a standalone or integrated mobile application, among other considerations.

Q: How does Mastercard Send differ from MoneySend?

A: Mastercard Send is the first-of-its-kind interoperable global platform that enables funds to be sent quickly and securely. In the U.S., it will enable disbursements and P2P payments to and from nearly any U.S. debit card account, including non-Mastercard debit cards. MoneySend is the Mastercard transaction type (Transaction Code 28) designed for real-time money transfers by issuers connected to the Mastercard network.

Where can I get a Mastercard® Everyday Prepaid Card?

Find the Mastercard Everyday Prepaid Card that's right for you they're available at participating stores and online at Mastercard Prepaid cards.

Do I have to activate and register my prepaid card before using it?

Activation and registration requirements vary, so check your card packaging for detailed instructions. However, you'll need to register your card in order to take advantage of the reload function, Zero Liability Protection and card replacement benefits offered by your prepaid card.

How do I use my Mastercard Everyday Prepaid Card?

Use your Everyday Prepaid Card like a regular debit or credit card at checkout swipe it at the terminal or give it to the cashier if requested. Your purchase will automatically be deducted from the card balance.

Where can I use my Mastercard Everyday Prepaid Card?

Use your Mastercard Everyday Prepaid Card anywhere that Debit Mastercard is accepted, including millions of locations worldwide plus online, mail and phone orders. You can also use your card to pay bills online.

My available card balance won't cover my purchase amount. Can I still use my prepaid card?

Yes, just tell the cashier in advance how much to deduct from your prepaid card and how much you will pay using an alternate payment method. Note that this process, known as "split tender," may not be supported by all merchants.

How do I return an item purchased with a Mastercard Everyday Prepaid Card?

When you make a return, the cashier may ask to see your card. The value of the returned merchandise will be credited back to the card.

I can't find my Mastercard Everyday Prepaid Card. What should I do?

If you registered your Mastercard Everyday Prepaid Card, your issuer can use the information you provided during registration to issue a replacement card. Be sure to keep a record of the card number.

Contact the issuer immediately to report a lost or stolen card. You can also contact Emergency Services for additional assistance.

Mastercard Everyday Prepaid Cards that have been registered include Zero Liability Protection. Certain exceptions apply.

How do I add funds to my card?

The best way to add funds to your card is to set up direct deposit of your paycheck. Direct deposit information varies, so check your card packaging or contact the card issuer.

You can also add money to your card at participating retail locations. Check your card packaging or contact the card issuer to find out which retailers are supported.

Where can I get a Mastercard Prepaid Gift Card?

Mastercard Prepaid Gift Cards are available at bank branches, retail locations, online and via phone. There are many card styles to choose from, some of which can be customized with unique designs, the recipient's name and personal messages. It's easy to find the prepaid gift card that's right for you.

I received a Mastercard Prepaid Gift Card. Do I need to activate or register my card before using it?

Many Mastercard Prepaid Gift Cards sold in retail locations are automatically activated when the card is purchased. Call the customer service number on the back of the card if you have questions about activation. For online and telephone purchases, you may need to register your card with the card issuer.

How long can I use my Mastercard Prepaid Gift Card?

You can make purchases on your prepaid gift card until the value of the card has been depleted, or until the expiration date shown on the card.

How do prepaid travel cards work?

Prepaid travel cards work just like all Mastercard Prepaid Cards, which means you can spend up to the value placed on the card anywhere Debit Mastercard is accepted.

You might want to check your card balance before you shop since the merchant or service provider may not be able to retrieve this information for you.

How can I get the balance on my prepaid travel card?

Depending on your card, you may be able to check your balance on the issuer's website. Certain merchants will also have the ability to read your card's balance for you.

What if my card is lost or stolen?

Contact the issuer of your card immediately to report a lost or stolen card. There is a customer service number listed on the back of the card. Be sure to keep a record of the Mastercard Travel Card number. Your issuer may need this information to cancel the card and issue a replacement.

Mastercard Travel Prepaid Cards that have been registered may include Zero Liability Protection. Certain exceptions apply.

What is Mastercard rePower?

The Mastercard rePower Load Network is a service that allows you to add money to your eligible Mastercard Prepaid Card at participating merchants.

How do I get my Mastercard Prepaid Card balance?

Follow the instructions provided with your card. Generally, this includes either visiting the card issuer's website or by calling the phone number on the back of the card.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.

What data does Mastercard collect and how does Mastercard use it?

When processing a purchase transaction, we collect limited information such as card number, merchant name, location, and the date and amount of the transaction. Importantly, we do not generally collect the cardholder’s name, address or other directly identifiable information. We may collect additional personal information in other contexts, such as for fraud monitoring and prevention, authentication, risk management and dispute resolution, or when individuals decide to participate in one of our optional programs such as Priceless Cities.

How does Mastercard capture the value of data while protecting people’s privacy?

We help businesses, governments, the public sector and individuals better understand the world around them. To achieve this, we remove personal information by anonymizing data and produce aggregated trends and insights. One way that we use these trends and insights is for social good, thereby advancing financial inclusion and humanitarian efforts around the globe. Combined with our strong commitment to data ethics, this contributes to effective outcomes while respecting people’s privacy and human rights.

How can individuals know more about what data Mastercard collects and how that information may be used?

Transparency is core to Mastercard. We explain how we handle individuals’ personal information in our Global Privacy Notice, which is complemented by specific privacy notices for certain products and services. As a service provider, we refer individuals to the privacy notice provided by those third parties for more information on how their personal information is handled.

Does Mastercard share transaction data?

We do not share transaction data without consent or as otherwise legally permitted such as in the context of fraud prevention.

How does Mastercard navigate the rapidly evolving global privacy landscape?

Mastercard complies with all regional and local regulations, including the General Data Protection Regulation (GDPR) in the European Union, the Lei Geral de Proteção de Dados Pessoais (LGPD) in Brazil and the California Consumer Privacy Act (CCPA). In particular, we’ve embraced the GDPR as an opportunity to enhance our data practices globally. That is, we have extended the GDPR’s high standards and privacy rights to all individuals around the world, wherever they live.

What impact will Schrems II and Brexit have on Mastercard’s approach to data transfers?

Mastercard relies on its Binding Corporate Rules (“BCRs”) to transfer EU personal data to Mastercard entities outside of the EEA in compliance with the GDPR. There is therefore no immediate impact on data transfers. Mastercard closely monitors European and UK regulatory guidance on this issue. More information on our position regarding Brexit can be found here, and further information about the Schrems II Judgment can be found here.

Has Mastercard received recognition for its privacy practices?

Yes. In Europe, our Binding Corporate Rules (“BCRs”) have been approved by EEA Data Protection Authorities and allow us to transfer personal information from our cardholders, customers, partners and employees to all Mastercard entities globally. In 2019, Mastercard also received certifications under the Asia-Pacific Economic Cooperation (APEC) Cross-Border Privacy Rules system and the Privacy Recognition for Processors system. For more information on the APEC systems, please visit: http://cbprs.org.

What steps does Mastercard take to ensure privacy is protected?

We take your privacy very seriously. That's why we embed privacy safeguards into all of our products and services, limiting data use to only what’s necessary and looking for ways to encrypt or de-identify personal information while making sure each product is still convenient and easy to use. In addition, we employ rigorous standards to ensure the safety and security of data not only within Mastercard, but with all our partners and vendors as well.

Who owns personal information?

Your personal information belongs to you you control how it is used.

How can individuals control how their data is being used?

We provide individuals with privacy rights and choices. You can opt out of your personal information being used for marketing, data analytics and web analytics at any time and at no cost, using our online forms. Individuals also have the right to access, correct, modify or move their personal information via our online portal, which is currently available for all users located in the European Union and will shortly be accessible worldwide.

A merchant required me to make a minimum purchase when I used my credit card. What should I do?

A merchant located in the United States or a U.S. region/territory may set a minimum transaction amount for credit cards only. The amount may not exceed $10 and cannot discriminate between issuers or between Mastercard(r) and other acceptance brands. Merchants are not permitted to require a Mastercard cardholder to pay a minimum amount for a Debit Mastercard or Mastercard prepaid card transaction. If you believe that a merchant inappropriately requested a minimum charge, you may report this by completing a form available through this link: Report a problem.

A merchant wanted to charge a surcharge or fee to use my Mastercard. What should I do?

As a result of a court-approved settlement, Mastercard agreed to modify its rules to permit U.S. merchants to surcharge Mastercard credit cards as long as they complied with certain limitations.

Merchants have the option to add a surcharge at the "brand level" where the surcharge is the same for all Mastercard credit cards, regardless of the card's issuer, or they can add a surcharge at the "product level" (e.g., apply a surcharge to all World Mastercard cards regardless of the card's issuer but not standard Mastercard credit cards). Read the details on our merchant surcharge page. A merchant's ability to surcharge on credit cards is subject to any restrictions or prohibitions imposed by applicable state law. Mastercard rules continue to prohibit merchants from applying a surcharge on debit cards.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, send us an email and provide the information requested.

What should I do if the merchant surcharge was not clearly disclosed before I paid?

Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you believe you've been charged incorrectly, send us an email with the merchant details and other necessary information.

What should I do if the merchant surcharge was higher than I expected?

The surcharge that the merchant assesses may not exceed the merchant discount rate that the merchant pays for the credit card that is surcharged. In the United States, this charge for Mastercard typically ranges from 1.5% to 3% and in no event may the merchant surcharge greater than 4%. Merchants much clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you do not believe that you have been charged appropriately, or you would like to report a questionable charge, send us an email.

Why was I charged a higher amount at the pump because I used my Mastercard?

A merchant may provide a discount to its customers paying cash, provided that the discount is posted. If you'd like to report a questionable charge, you may report a problem by completing this online form.

Are merchants allowed to ask me to provide identification to use my Mastercard?

There are certain situations, such as shipping purposes, in which a merchant may require personal information. However, if you believe a merchant has violated the above standard or their actions requesting identification are questionable, you may report a problem by completing this online form.

My card was declined while trying to make a purchase. What should I do?

If a transaction is declined, please contact the financial institution that issued your card. Sometimes banks put security measures in place on certain types of transactions to reduce the risk of fraud, which may result in declined transactions.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please contact us to submit your question.

How can I get a replacement card?

Mastercard® can assist you in getting a replacement card by working with the financial institution that issued your card to acquire a new account number. To request an emergency card replacement, please contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

I received an email/phone call from Mastercard® about my account, but it appears to be a scam or a phishing email. What should I do?

Mastercard will never solicit personal or account information from a cardholder and we suspect that the information you received is fraudulent. Consumers should always safeguard their personal information and refrain from responding to suspicious email/phone scams. If you suspect fraud on your account, please contact your issuing bank immediately to report it. We would appreciate if you could forward the original email here.

Someone called to offer a lower rate on my Mastercard but it seems to be a scam. What should I do?

Mastercard does not contact individuals to request personal information including credit or debit card account information. If you received an unsolicited phone call, email, text or social media request from an individual claiming to be a Mastercard representative, do not respond.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the financial institution that issued your credit or debit card to report the incident.

I believe fraudulent purchases were made on my Mastercard. How do I report it?

If you believe a transaction posted to your account is fraudulent, you should immediately contact the financial institution that issued your card. Look for a customer service number on the back of the card or on your billing statement. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

I know who committed fraud on my Mastercard credit or debit card. How do I report it?

If you believe that you have information about a person who has committed fraud by using your Mastercard without your permission, please contact the financial institution that issued your card. Contact information can be located on the back of your card or on a monthly billing statement.

I believe someone has applied for a Mastercard credit card in my name. What should I do?

Mastercard does not issue cards and we can't tell you if an account has been opened in your name. If you know the name of the financial institution that may have opened an account or issued a card in your name without your consent, we recommend you contact that financial institution immediately and cancel the account.Then you should notify each of the three U.S. credit reporting agencies (if you're based in the U.S.):

The credit reporting agencies should provide you with a copy of your credit report. Even if you don't see an unusual creditor on a credit report, you should formally write to advise them of the situation.

For more information on credit reports, go to www.ftc.gov and select Credit Reports.

There was a breach on my account and I received a new card. How can I get more information?

Mastercard appreciates your diligence in protecting your finances. While we take each card breach very seriously and are working closely with investigative agencies, we encourage you to contact your financial institution for the most up-to-date information. Typically, there is a customer service number on the back of the card that you can call.

How do I report potential fraud?

If you possess contact information for someone who has committed fraud on a Mastercard® account, please contact your merchant service provider for assistance in reaching the financial institution that issued the Mastercard account.

What is Mastercard® rePower?

The Mastercard rePower Load Network is a service from Mastercard that allows you to add money to your eligible card at participating merchants. This service is currently available in the U.S. at over 100,000 retail locations.

How does Mastercard rePower work?

Simply visit a participating retailer with the cash you want to add. Some retailers support the card swipe method, which enables you to add funds in-store by asking the cashier to swipe your card. Other retailers sell reload packs, (Green Dot MoneyPak, Vanilla Reload Pack), that you purchase and add to your card by entering a code online or by phone.

You can also add funds at Western Union locations fill out a form and an agent will load the money onto your card.

How do I use the Mastercard rePower Locator?

Type in a city and state, or a zip code to search for a retail location nearest you. You can further narrow down the list of Mastercard rePower merchant locations by providing a street address. Click the Search button, and you will be presented with a list of locations and the type of reload supported (e.g., Card Swipe, Western Union, Reload Pack).

How do I get my card balance?

Follow the instructions provided with your card. Typically, you may get your balance by either visiting your card issuer's website or by calling the phone number on the back of the card.

How much does a Mastercard rePower reload transaction cost?

Reload fees may apply, depending on the retailer. Please refer to the fees section and also check with a participating merchant for the most up-to-date information.

Can I reload any card at Mastercard rePower merchants?

Your debit or prepaid card must be eligible for rePower reloads. You can find out if your card is eligible by looking for the Mastercard rePower logo on the back of your card or by contacting your card issuer.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.

What is Mastercard® Identity Check and how does it impact SecureCode?

Mastercard Identity Check is our new and improved payment authentication program based on the payment industry specification - EMV 3-D Secure. SecureCode customers are encouraged to transition to Identity Check to take full advantage of the superior program benefits. As the transition takes place, you will progressively see Identity Check information replacing SecureCode.

What is Mastercard® SecureCode?

Mastercard SecureCode is a service to enhance your existing Mastercard credit card or debit card. With a private code - similar to a PIN - you get protection against unauthorized use of your card when you shop at participating online retailers.

How does Mastercard SecureCode work?

Once you've registered and created your own private SecureCode, you'll be prompted to enter your code when you shop with a participating online merchant. Your SecureCode will be quickly confirmed by your financial institution and your purchase will be complete.

Your SecureCode will never be shared with the merchant. It's just like entering your PIN at an ATM.

What should I do if I can't remember my SecureCode?

If you forget your code, you may be prompted to reset it, or you can contact the customer service number for your financial institution, which is typically found on the back of your card.

What is Mastercard's policy when it comes to reporting security vulnerabilities?

At Mastercard®, safety and security are foundational principles central to every part of our company and the innovative technology platforms and services we enable. We know that secure products and services are essential to the trust that our customers, cardholders, merchants and other partners place in us.

If you believe you have identified a security vulnerability, we encourage you to report this to us as soon as possible through our vulnerability reporting program. We'll investigate all verifiable and legitimate reports and do our best to fix the problem as quickly as possible.

What platforms and vulnerability categories are in scope?

Please visit https://bugcrowd.com/mastercard and https://bugcrowd.com/mastercard-vdp for an updated list of applications which are in scope for our Bug Bounty program. Certain applications are open in an “invite only” mode and may not show up on the list of public Bug Bounty programs. Mastercard invites selected researchers for such programs based on their technical expertise and rankings on the Bugcrowd leaderboards.

What if I identify vulnerabilities or issues outside of these areas?

Monetary rewards are offered to external security researchers if they identify an issue on one of the in-scope platforms. Compensation depends on the severity and impact of the identified issue. Mastercard reviews each identified vulnerability and reserves the right to reward submissions made on out-of-scope assets. We encourage researchers to submit identified vulnerabilities on out-of-scope assets on the https://bugcrowd.com/mastercard-vdp program.

What is the reward process for reported vulnerabilities?

You can submit potential security vulnerabilities to us through our Bug Bounty programs (on Bugcrowd.com) for consideration of rewards. Reward-related details are available on https://bugcrowd.com/mastercard. Please note that information provided through a Mastercard email address ([email protected]) is not eligible for compensation under our vulnerability reporting program.

A merchant wanted to charge a surcharge or fee to use my Mastercard. What should I do?

Merchants can charge an extra fee to customers who pay with Mastercard branded credit cards, where permissible by law. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. Additional details on these surcharges can be found in our merchant surcharge rules.

Merchants must clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or would like to report a questionable charge, please send us an email.

What should I do if the merchant surcharge was not clearly disclosed before I paid or indicated on my receipt?

Merchants can charge a surcharge to customers who pay with Mastercard®-branded credit cards. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. Click here to read the requirements.

If you believe you've been charged incorrectly, send us an email with the merchant details and other necessary information.

What should I do if the merchant surcharge was higher than I expected?

The surcharge that the merchant assesses may not exceed the merchant discount rate that the merchant pays for the credit card that is surcharged. In the United States, this charge for Mastercard typically ranges from 1.5% to 3%. In no event may the merchant surcharge an amount greater than 4%. Merchants much clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, email us here and provide the information requested.

I was charged a surcharge without my knowledge. What should I do?

Merchants can charge an extra fee to all customers who pay with Mastercard® branded credit cards. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. These requirements can be found by visiting our merchant surcharge rules.

Merchants must clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt.

If you're not certain whether you have been charged appropriately, or you'd like to report a questionable charge, please send us an email.

If I have a problem making a tax payment, whom can I contact?

For specific questions relating to state or local income taxes, contact your local tax authority.

How can I be sure that my card payment has been processed?

Upon card authorization, the service provider will provide you with a confirmation number.

How will I know what fees I'll be charged if I pay taxes with a card?

After you've entered the payment amount, the website will disclose the convenience fee. The fees may vary depending upon the amount of taxes due.

What information will I need to have available to pay taxes with my Mastercard?

A: When prompted, you'll be asked for the following:

  • taxpayer property/parcel number
  • balance due (in whole dollars) calculated on the tax return
  • 16-digit Mastercard number
  • Mastercard expiration date
  • ZIP code where monthly Mastercard account statements are mailed, or zip code of primary cardholder

How will a federal tax payment appear on my statement?

There will be two separate entries related to the tax payment transaction: the first will display the amount of tax paid and identify the payee as “US Treasury Tax Payment,”and the second entry will display the convenience fee and be listed as “Tax Payment Convenience Fee.”

Where can I get information about IRS e-file?

You can reach the IRS by calling 1-800-829-1040 or by visiting www.irs.gov.

Someone called to offer a lower rate on my Mastercard but it seems like a scam. What should I do?

Please be advised that Mastercard does not attempt to contact individuals to request personal information including credit or debit card account information. If you receive an unsolicited phone call, email, text message or social media request from an individual claiming to be a Mastercard representative: DO NOT RESPOND.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or other inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the bank or financial institution that issued your credit or debit card to report the incident.

What is tokenization?

Tokenization is the process of replacing a card’s primary account number (PAN)—the 16-digit number on the plastic card—with a unique alternate card number, or “token.” Tokens can be used for mobile point-of-sale transactions, in-app purchases or online purchases.

What are the benefits of tokenization?

Tokenization reduces fraud related to digital payments by making transactions more secure by including a dynamic component with each transaction. It takes the security of a physical EMV chip and applies it to non-card environments including proximity, mobile and internet payments.

Merchants benefit from more secure transactions as well as faster checkout experiences, new payment acceptance options and more ways to sell.

How do I ensure that I can accept transactions from eligible devices?

Existing contactless terminals are compatible with tokenized transactions and no action is required. Mastercard® offers merchants a free, optional service for a more secure in-app payment acceptance called Digital Secure Remote Payment (DSRP). To use DSRP merchants must:

  • Contact their acquirer to ensure that they support DSRP
  • Integrate their mobile app with the digital wallet partner

What is Mastercard’s role in the launch of digital wallets?

The new digital wallets connect into Mastercard Digital Enablement Service (MDES), so participating issuers can enable secure mobile payments on millions of devices.

What do these new digital payments mean for me?

For consumers and merchants alike, every purchase made with a tokenized Mastercard debit, credit, prepaid or small business card using Apple PayTM, Google PayTM or Samsung Pay in the United States offers the enhanced security and benefits of a digital Mastercard transaction including secure tokenization technology.

Will this affect the way I identify new or returning consumers?

Merchants that use card numbers to identify customers will not be able to recognize returning customers if it's the first time they're using their token, since it appears as a new card number. However, when used again, merchants will be able to recognize the token associated with that consumer’s device.

What should I do if I have a transaction dispute related to COVID-19?

For questions on dispute resolution during COVID-19, please review frequently asked questions and best practices here.

How can I dispute a charge?

Please contact the financial institution that issued your card to dispute a charge. Only your issuer holds your specific and unique information including what rights you have to file disputes. The dispute process agreed to by financial institutions that issue Mastercard or process Mastercard transactions is set up to allow the financial institutions to manage disputes with cardholders and merchants in a formal manner.

Who do I contact if I never received an item that I purchased online or by phone?

If you did not receive an item that you purchased or if you received an incorrect item, you should first contact the merchant to try to resolve the situation. If you can't come to an agreement and you want to dispute the transaction, this must be done directly with the financial institution that issued your Mastercard. Typically, there is a customer service number for your financial institution on the back of the card.

I made a purchase but received the wrong item. What should I do?

If you purchased an item but received the wrong one, please contact the merchant to try to resolve the situation. If you and the merchant cannot resolve the issue, and you want to file a disputed transaction, this must be done directly with the financial institution that issued your Mastercard.

Typically, there is a customer service number for your financial institution on the back of the card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

How do I get a refund from a business that has filed bankruptcy?

If you used a Mastercard for a purchase from a business that has filed for bankruptcy, you can file a disputed transaction with the financial institution that issued the card.

Typically, there is a customer service number for your financial institution on the back of your card card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

What should I do if the financial institution that issued my Mastercard says that Mastercard denied my dispute?

If your dispute case was denied, the financial institution that issued your Mastercard will be able to explain the reason.

Typically, there is a customer service number for your financial institution on the back of your card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll free at 1-800-627-8372 or 'Collect' by dialing 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.


Never Forget Your Credit Card at the Bar Again With This New Digital ‘Open Tab’ Feature - Recipes

Q: What is Mastercard Send?

A: Mastercard Send is a first-of-its-kind interoperable global platform that enables funds to be sent quickly and securely via three payment flows:

  • Disbursements - payments from governments, businesses, and non-profits to consumers
  • Domestic P2P - payments between two consumers in one country
  • Cross-border P2P - payments between two consumers in different countries

Q: Which Mastercard Send flows are currently available in the U.S.?

A: The Mastercard Send API is available for Domestic P2P and Disbursements providers. Additionally, there is a Remittance API that can be used for providers looking to enable cross-border payments originating in the United States.

Q: Why is Mastercard offering these services?

A: In the U.S., Disbursements and P2P payments make up $4 trillion per year most of these payments are made via checks, ACH transfers and cash. Currently, the methods for these payments are slow, lack ubiquity and create security concerns. Consumers want to be able to send and receive money using their connected devices regardless of where they bank and disbursers are looking for cheaper and more efficient ways to send money to their consumers. In line with Mastercard's vision to build a World Beyond Cash, Mastercard Send aims to make payments easier, safer and more efficient for all parties.

Q: How does a Send transaction work?

A: While most electronic P2P and Disbursements' solutions rely on slow, batch-oriented ACH methods, the Mastercard Send solution leverages debit networks to move funds, typically within seconds. Mastercard Send is unique: funds can be transferred to virtually all debit cards in the U.S. and, in most cases, funds can be transferred typically within seconds. Through a set of APIs, a service provider can request a transfer through a sending acquirer, which Mastercard then routes to any U.S. bank account via a debit card regardless of the brand.

Q: What cards are eligible for Mastercard Send transactions?

A: Currently, the service is only available for U.S. consumer debit and reloadable prepaid cards. However, the MoneySend mandate includes all consumer cards: debit, credit and prepaid. Mastercard recommends that issuers support all cards when migrating to Transaction Code 28 to prepare for future service enhancements.

Q: What role does an issuer play in a Send transaction?

A: One role that issuers play in a Send transaction is as receiving institutions. In this role, issuers are required to post funds to their cardholders' accounts.

When a service provider sends funds to a debit account using Transaction Code 28, the issuer of the receiver's debit card is paid a share of network fees. Once an issuer has complied with the MoneySend mandate to enable Transaction Code 28, they will be eligible to start collecting these fees. For more information on the mandate, see Global Operations Bulletin No. 2 (February 2, 2014).

Q: Can an issuer use Mastercard Send for a P2P program?

A: An issuer could offer P2P payment services by leveraging the Mastercard Send API to allow their cardholders to send and receive payments with their friends and family. While Mastercard Send is a critical part of a P2P program, interested issuers should consider the other necessary implementation measures and development requirements. These considerations should include: customer acquisition costs, receiver management requirements for users without accounts at a bank, the necessary user interfaces for a standalone or integrated mobile application, among other considerations.

Q: How does Mastercard Send differ from MoneySend?

A: Mastercard Send is the first-of-its-kind interoperable global platform that enables funds to be sent quickly and securely. In the U.S., it will enable disbursements and P2P payments to and from nearly any U.S. debit card account, including non-Mastercard debit cards. MoneySend is the Mastercard transaction type (Transaction Code 28) designed for real-time money transfers by issuers connected to the Mastercard network.

Where can I get a Mastercard® Everyday Prepaid Card?

Find the Mastercard Everyday Prepaid Card that's right for you they're available at participating stores and online at Mastercard Prepaid cards.

Do I have to activate and register my prepaid card before using it?

Activation and registration requirements vary, so check your card packaging for detailed instructions. However, you'll need to register your card in order to take advantage of the reload function, Zero Liability Protection and card replacement benefits offered by your prepaid card.

How do I use my Mastercard Everyday Prepaid Card?

Use your Everyday Prepaid Card like a regular debit or credit card at checkout swipe it at the terminal or give it to the cashier if requested. Your purchase will automatically be deducted from the card balance.

Where can I use my Mastercard Everyday Prepaid Card?

Use your Mastercard Everyday Prepaid Card anywhere that Debit Mastercard is accepted, including millions of locations worldwide plus online, mail and phone orders. You can also use your card to pay bills online.

My available card balance won't cover my purchase amount. Can I still use my prepaid card?

Yes, just tell the cashier in advance how much to deduct from your prepaid card and how much you will pay using an alternate payment method. Note that this process, known as "split tender," may not be supported by all merchants.

How do I return an item purchased with a Mastercard Everyday Prepaid Card?

When you make a return, the cashier may ask to see your card. The value of the returned merchandise will be credited back to the card.

I can't find my Mastercard Everyday Prepaid Card. What should I do?

If you registered your Mastercard Everyday Prepaid Card, your issuer can use the information you provided during registration to issue a replacement card. Be sure to keep a record of the card number.

Contact the issuer immediately to report a lost or stolen card. You can also contact Emergency Services for additional assistance.

Mastercard Everyday Prepaid Cards that have been registered include Zero Liability Protection. Certain exceptions apply.

How do I add funds to my card?

The best way to add funds to your card is to set up direct deposit of your paycheck. Direct deposit information varies, so check your card packaging or contact the card issuer.

You can also add money to your card at participating retail locations. Check your card packaging or contact the card issuer to find out which retailers are supported.

Where can I get a Mastercard Prepaid Gift Card?

Mastercard Prepaid Gift Cards are available at bank branches, retail locations, online and via phone. There are many card styles to choose from, some of which can be customized with unique designs, the recipient's name and personal messages. It's easy to find the prepaid gift card that's right for you.

I received a Mastercard Prepaid Gift Card. Do I need to activate or register my card before using it?

Many Mastercard Prepaid Gift Cards sold in retail locations are automatically activated when the card is purchased. Call the customer service number on the back of the card if you have questions about activation. For online and telephone purchases, you may need to register your card with the card issuer.

How long can I use my Mastercard Prepaid Gift Card?

You can make purchases on your prepaid gift card until the value of the card has been depleted, or until the expiration date shown on the card.

How do prepaid travel cards work?

Prepaid travel cards work just like all Mastercard Prepaid Cards, which means you can spend up to the value placed on the card anywhere Debit Mastercard is accepted.

You might want to check your card balance before you shop since the merchant or service provider may not be able to retrieve this information for you.

How can I get the balance on my prepaid travel card?

Depending on your card, you may be able to check your balance on the issuer's website. Certain merchants will also have the ability to read your card's balance for you.

What if my card is lost or stolen?

Contact the issuer of your card immediately to report a lost or stolen card. There is a customer service number listed on the back of the card. Be sure to keep a record of the Mastercard Travel Card number. Your issuer may need this information to cancel the card and issue a replacement.

Mastercard Travel Prepaid Cards that have been registered may include Zero Liability Protection. Certain exceptions apply.

What is Mastercard rePower?

The Mastercard rePower Load Network is a service that allows you to add money to your eligible Mastercard Prepaid Card at participating merchants.

How do I get my Mastercard Prepaid Card balance?

Follow the instructions provided with your card. Generally, this includes either visiting the card issuer's website or by calling the phone number on the back of the card.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.

What data does Mastercard collect and how does Mastercard use it?

When processing a purchase transaction, we collect limited information such as card number, merchant name, location, and the date and amount of the transaction. Importantly, we do not generally collect the cardholder’s name, address or other directly identifiable information. We may collect additional personal information in other contexts, such as for fraud monitoring and prevention, authentication, risk management and dispute resolution, or when individuals decide to participate in one of our optional programs such as Priceless Cities.

How does Mastercard capture the value of data while protecting people’s privacy?

We help businesses, governments, the public sector and individuals better understand the world around them. To achieve this, we remove personal information by anonymizing data and produce aggregated trends and insights. One way that we use these trends and insights is for social good, thereby advancing financial inclusion and humanitarian efforts around the globe. Combined with our strong commitment to data ethics, this contributes to effective outcomes while respecting people’s privacy and human rights.

How can individuals know more about what data Mastercard collects and how that information may be used?

Transparency is core to Mastercard. We explain how we handle individuals’ personal information in our Global Privacy Notice, which is complemented by specific privacy notices for certain products and services. As a service provider, we refer individuals to the privacy notice provided by those third parties for more information on how their personal information is handled.

Does Mastercard share transaction data?

We do not share transaction data without consent or as otherwise legally permitted such as in the context of fraud prevention.

How does Mastercard navigate the rapidly evolving global privacy landscape?

Mastercard complies with all regional and local regulations, including the General Data Protection Regulation (GDPR) in the European Union, the Lei Geral de Proteção de Dados Pessoais (LGPD) in Brazil and the California Consumer Privacy Act (CCPA). In particular, we’ve embraced the GDPR as an opportunity to enhance our data practices globally. That is, we have extended the GDPR’s high standards and privacy rights to all individuals around the world, wherever they live.

What impact will Schrems II and Brexit have on Mastercard’s approach to data transfers?

Mastercard relies on its Binding Corporate Rules (“BCRs”) to transfer EU personal data to Mastercard entities outside of the EEA in compliance with the GDPR. There is therefore no immediate impact on data transfers. Mastercard closely monitors European and UK regulatory guidance on this issue. More information on our position regarding Brexit can be found here, and further information about the Schrems II Judgment can be found here.

Has Mastercard received recognition for its privacy practices?

Yes. In Europe, our Binding Corporate Rules (“BCRs”) have been approved by EEA Data Protection Authorities and allow us to transfer personal information from our cardholders, customers, partners and employees to all Mastercard entities globally. In 2019, Mastercard also received certifications under the Asia-Pacific Economic Cooperation (APEC) Cross-Border Privacy Rules system and the Privacy Recognition for Processors system. For more information on the APEC systems, please visit: http://cbprs.org.

What steps does Mastercard take to ensure privacy is protected?

We take your privacy very seriously. That's why we embed privacy safeguards into all of our products and services, limiting data use to only what’s necessary and looking for ways to encrypt or de-identify personal information while making sure each product is still convenient and easy to use. In addition, we employ rigorous standards to ensure the safety and security of data not only within Mastercard, but with all our partners and vendors as well.

Who owns personal information?

Your personal information belongs to you you control how it is used.

How can individuals control how their data is being used?

We provide individuals with privacy rights and choices. You can opt out of your personal information being used for marketing, data analytics and web analytics at any time and at no cost, using our online forms. Individuals also have the right to access, correct, modify or move their personal information via our online portal, which is currently available for all users located in the European Union and will shortly be accessible worldwide.

A merchant required me to make a minimum purchase when I used my credit card. What should I do?

A merchant located in the United States or a U.S. region/territory may set a minimum transaction amount for credit cards only. The amount may not exceed $10 and cannot discriminate between issuers or between Mastercard(r) and other acceptance brands. Merchants are not permitted to require a Mastercard cardholder to pay a minimum amount for a Debit Mastercard or Mastercard prepaid card transaction. If you believe that a merchant inappropriately requested a minimum charge, you may report this by completing a form available through this link: Report a problem.

A merchant wanted to charge a surcharge or fee to use my Mastercard. What should I do?

As a result of a court-approved settlement, Mastercard agreed to modify its rules to permit U.S. merchants to surcharge Mastercard credit cards as long as they complied with certain limitations.

Merchants have the option to add a surcharge at the "brand level" where the surcharge is the same for all Mastercard credit cards, regardless of the card's issuer, or they can add a surcharge at the "product level" (e.g., apply a surcharge to all World Mastercard cards regardless of the card's issuer but not standard Mastercard credit cards). Read the details on our merchant surcharge page. A merchant's ability to surcharge on credit cards is subject to any restrictions or prohibitions imposed by applicable state law. Mastercard rules continue to prohibit merchants from applying a surcharge on debit cards.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, send us an email and provide the information requested.

What should I do if the merchant surcharge was not clearly disclosed before I paid?

Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you believe you've been charged incorrectly, send us an email with the merchant details and other necessary information.

What should I do if the merchant surcharge was higher than I expected?

The surcharge that the merchant assesses may not exceed the merchant discount rate that the merchant pays for the credit card that is surcharged. In the United States, this charge for Mastercard typically ranges from 1.5% to 3% and in no event may the merchant surcharge greater than 4%. Merchants much clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you do not believe that you have been charged appropriately, or you would like to report a questionable charge, send us an email.

Why was I charged a higher amount at the pump because I used my Mastercard?

A merchant may provide a discount to its customers paying cash, provided that the discount is posted. If you'd like to report a questionable charge, you may report a problem by completing this online form.

Are merchants allowed to ask me to provide identification to use my Mastercard?

There are certain situations, such as shipping purposes, in which a merchant may require personal information. However, if you believe a merchant has violated the above standard or their actions requesting identification are questionable, you may report a problem by completing this online form.

My card was declined while trying to make a purchase. What should I do?

If a transaction is declined, please contact the financial institution that issued your card. Sometimes banks put security measures in place on certain types of transactions to reduce the risk of fraud, which may result in declined transactions.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please contact us to submit your question.

How can I get a replacement card?

Mastercard® can assist you in getting a replacement card by working with the financial institution that issued your card to acquire a new account number. To request an emergency card replacement, please contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

I received an email/phone call from Mastercard® about my account, but it appears to be a scam or a phishing email. What should I do?

Mastercard will never solicit personal or account information from a cardholder and we suspect that the information you received is fraudulent. Consumers should always safeguard their personal information and refrain from responding to suspicious email/phone scams. If you suspect fraud on your account, please contact your issuing bank immediately to report it. We would appreciate if you could forward the original email here.

Someone called to offer a lower rate on my Mastercard but it seems to be a scam. What should I do?

Mastercard does not contact individuals to request personal information including credit or debit card account information. If you received an unsolicited phone call, email, text or social media request from an individual claiming to be a Mastercard representative, do not respond.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the financial institution that issued your credit or debit card to report the incident.

I believe fraudulent purchases were made on my Mastercard. How do I report it?

If you believe a transaction posted to your account is fraudulent, you should immediately contact the financial institution that issued your card. Look for a customer service number on the back of the card or on your billing statement. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

I know who committed fraud on my Mastercard credit or debit card. How do I report it?

If you believe that you have information about a person who has committed fraud by using your Mastercard without your permission, please contact the financial institution that issued your card. Contact information can be located on the back of your card or on a monthly billing statement.

I believe someone has applied for a Mastercard credit card in my name. What should I do?

Mastercard does not issue cards and we can't tell you if an account has been opened in your name. If you know the name of the financial institution that may have opened an account or issued a card in your name without your consent, we recommend you contact that financial institution immediately and cancel the account.Then you should notify each of the three U.S. credit reporting agencies (if you're based in the U.S.):

The credit reporting agencies should provide you with a copy of your credit report. Even if you don't see an unusual creditor on a credit report, you should formally write to advise them of the situation.

For more information on credit reports, go to www.ftc.gov and select Credit Reports.

There was a breach on my account and I received a new card. How can I get more information?

Mastercard appreciates your diligence in protecting your finances. While we take each card breach very seriously and are working closely with investigative agencies, we encourage you to contact your financial institution for the most up-to-date information. Typically, there is a customer service number on the back of the card that you can call.

How do I report potential fraud?

If you possess contact information for someone who has committed fraud on a Mastercard® account, please contact your merchant service provider for assistance in reaching the financial institution that issued the Mastercard account.

What is Mastercard® rePower?

The Mastercard rePower Load Network is a service from Mastercard that allows you to add money to your eligible card at participating merchants. This service is currently available in the U.S. at over 100,000 retail locations.

How does Mastercard rePower work?

Simply visit a participating retailer with the cash you want to add. Some retailers support the card swipe method, which enables you to add funds in-store by asking the cashier to swipe your card. Other retailers sell reload packs, (Green Dot MoneyPak, Vanilla Reload Pack), that you purchase and add to your card by entering a code online or by phone.

You can also add funds at Western Union locations fill out a form and an agent will load the money onto your card.

How do I use the Mastercard rePower Locator?

Type in a city and state, or a zip code to search for a retail location nearest you. You can further narrow down the list of Mastercard rePower merchant locations by providing a street address. Click the Search button, and you will be presented with a list of locations and the type of reload supported (e.g., Card Swipe, Western Union, Reload Pack).

How do I get my card balance?

Follow the instructions provided with your card. Typically, you may get your balance by either visiting your card issuer's website or by calling the phone number on the back of the card.

How much does a Mastercard rePower reload transaction cost?

Reload fees may apply, depending on the retailer. Please refer to the fees section and also check with a participating merchant for the most up-to-date information.

Can I reload any card at Mastercard rePower merchants?

Your debit or prepaid card must be eligible for rePower reloads. You can find out if your card is eligible by looking for the Mastercard rePower logo on the back of your card or by contacting your card issuer.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.

What is Mastercard® Identity Check and how does it impact SecureCode?

Mastercard Identity Check is our new and improved payment authentication program based on the payment industry specification - EMV 3-D Secure. SecureCode customers are encouraged to transition to Identity Check to take full advantage of the superior program benefits. As the transition takes place, you will progressively see Identity Check information replacing SecureCode.

What is Mastercard® SecureCode?

Mastercard SecureCode is a service to enhance your existing Mastercard credit card or debit card. With a private code - similar to a PIN - you get protection against unauthorized use of your card when you shop at participating online retailers.

How does Mastercard SecureCode work?

Once you've registered and created your own private SecureCode, you'll be prompted to enter your code when you shop with a participating online merchant. Your SecureCode will be quickly confirmed by your financial institution and your purchase will be complete.

Your SecureCode will never be shared with the merchant. It's just like entering your PIN at an ATM.

What should I do if I can't remember my SecureCode?

If you forget your code, you may be prompted to reset it, or you can contact the customer service number for your financial institution, which is typically found on the back of your card.

What is Mastercard's policy when it comes to reporting security vulnerabilities?

At Mastercard®, safety and security are foundational principles central to every part of our company and the innovative technology platforms and services we enable. We know that secure products and services are essential to the trust that our customers, cardholders, merchants and other partners place in us.

If you believe you have identified a security vulnerability, we encourage you to report this to us as soon as possible through our vulnerability reporting program. We'll investigate all verifiable and legitimate reports and do our best to fix the problem as quickly as possible.

What platforms and vulnerability categories are in scope?

Please visit https://bugcrowd.com/mastercard and https://bugcrowd.com/mastercard-vdp for an updated list of applications which are in scope for our Bug Bounty program. Certain applications are open in an “invite only” mode and may not show up on the list of public Bug Bounty programs. Mastercard invites selected researchers for such programs based on their technical expertise and rankings on the Bugcrowd leaderboards.

What if I identify vulnerabilities or issues outside of these areas?

Monetary rewards are offered to external security researchers if they identify an issue on one of the in-scope platforms. Compensation depends on the severity and impact of the identified issue. Mastercard reviews each identified vulnerability and reserves the right to reward submissions made on out-of-scope assets. We encourage researchers to submit identified vulnerabilities on out-of-scope assets on the https://bugcrowd.com/mastercard-vdp program.

What is the reward process for reported vulnerabilities?

You can submit potential security vulnerabilities to us through our Bug Bounty programs (on Bugcrowd.com) for consideration of rewards. Reward-related details are available on https://bugcrowd.com/mastercard. Please note that information provided through a Mastercard email address ([email protected]) is not eligible for compensation under our vulnerability reporting program.

A merchant wanted to charge a surcharge or fee to use my Mastercard. What should I do?

Merchants can charge an extra fee to customers who pay with Mastercard branded credit cards, where permissible by law. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. Additional details on these surcharges can be found in our merchant surcharge rules.

Merchants must clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or would like to report a questionable charge, please send us an email.

What should I do if the merchant surcharge was not clearly disclosed before I paid or indicated on my receipt?

Merchants can charge a surcharge to customers who pay with Mastercard®-branded credit cards. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. Click here to read the requirements.

If you believe you've been charged incorrectly, send us an email with the merchant details and other necessary information.

What should I do if the merchant surcharge was higher than I expected?

The surcharge that the merchant assesses may not exceed the merchant discount rate that the merchant pays for the credit card that is surcharged. In the United States, this charge for Mastercard typically ranges from 1.5% to 3%. In no event may the merchant surcharge an amount greater than 4%. Merchants much clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, email us here and provide the information requested.

I was charged a surcharge without my knowledge. What should I do?

Merchants can charge an extra fee to all customers who pay with Mastercard® branded credit cards. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. These requirements can be found by visiting our merchant surcharge rules.

Merchants must clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt.

If you're not certain whether you have been charged appropriately, or you'd like to report a questionable charge, please send us an email.

If I have a problem making a tax payment, whom can I contact?

For specific questions relating to state or local income taxes, contact your local tax authority.

How can I be sure that my card payment has been processed?

Upon card authorization, the service provider will provide you with a confirmation number.

How will I know what fees I'll be charged if I pay taxes with a card?

After you've entered the payment amount, the website will disclose the convenience fee. The fees may vary depending upon the amount of taxes due.

What information will I need to have available to pay taxes with my Mastercard?

A: When prompted, you'll be asked for the following:

  • taxpayer property/parcel number
  • balance due (in whole dollars) calculated on the tax return
  • 16-digit Mastercard number
  • Mastercard expiration date
  • ZIP code where monthly Mastercard account statements are mailed, or zip code of primary cardholder

How will a federal tax payment appear on my statement?

There will be two separate entries related to the tax payment transaction: the first will display the amount of tax paid and identify the payee as “US Treasury Tax Payment,”and the second entry will display the convenience fee and be listed as “Tax Payment Convenience Fee.”

Where can I get information about IRS e-file?

You can reach the IRS by calling 1-800-829-1040 or by visiting www.irs.gov.

Someone called to offer a lower rate on my Mastercard but it seems like a scam. What should I do?

Please be advised that Mastercard does not attempt to contact individuals to request personal information including credit or debit card account information. If you receive an unsolicited phone call, email, text message or social media request from an individual claiming to be a Mastercard representative: DO NOT RESPOND.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or other inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the bank or financial institution that issued your credit or debit card to report the incident.

What is tokenization?

Tokenization is the process of replacing a card’s primary account number (PAN)—the 16-digit number on the plastic card—with a unique alternate card number, or “token.” Tokens can be used for mobile point-of-sale transactions, in-app purchases or online purchases.

What are the benefits of tokenization?

Tokenization reduces fraud related to digital payments by making transactions more secure by including a dynamic component with each transaction. It takes the security of a physical EMV chip and applies it to non-card environments including proximity, mobile and internet payments.

Merchants benefit from more secure transactions as well as faster checkout experiences, new payment acceptance options and more ways to sell.

How do I ensure that I can accept transactions from eligible devices?

Existing contactless terminals are compatible with tokenized transactions and no action is required. Mastercard® offers merchants a free, optional service for a more secure in-app payment acceptance called Digital Secure Remote Payment (DSRP). To use DSRP merchants must:

  • Contact their acquirer to ensure that they support DSRP
  • Integrate their mobile app with the digital wallet partner

What is Mastercard’s role in the launch of digital wallets?

The new digital wallets connect into Mastercard Digital Enablement Service (MDES), so participating issuers can enable secure mobile payments on millions of devices.

What do these new digital payments mean for me?

For consumers and merchants alike, every purchase made with a tokenized Mastercard debit, credit, prepaid or small business card using Apple PayTM, Google PayTM or Samsung Pay in the United States offers the enhanced security and benefits of a digital Mastercard transaction including secure tokenization technology.

Will this affect the way I identify new or returning consumers?

Merchants that use card numbers to identify customers will not be able to recognize returning customers if it's the first time they're using their token, since it appears as a new card number. However, when used again, merchants will be able to recognize the token associated with that consumer’s device.

What should I do if I have a transaction dispute related to COVID-19?

For questions on dispute resolution during COVID-19, please review frequently asked questions and best practices here.

How can I dispute a charge?

Please contact the financial institution that issued your card to dispute a charge. Only your issuer holds your specific and unique information including what rights you have to file disputes. The dispute process agreed to by financial institutions that issue Mastercard or process Mastercard transactions is set up to allow the financial institutions to manage disputes with cardholders and merchants in a formal manner.

Who do I contact if I never received an item that I purchased online or by phone?

If you did not receive an item that you purchased or if you received an incorrect item, you should first contact the merchant to try to resolve the situation. If you can't come to an agreement and you want to dispute the transaction, this must be done directly with the financial institution that issued your Mastercard. Typically, there is a customer service number for your financial institution on the back of the card.

I made a purchase but received the wrong item. What should I do?

If you purchased an item but received the wrong one, please contact the merchant to try to resolve the situation. If you and the merchant cannot resolve the issue, and you want to file a disputed transaction, this must be done directly with the financial institution that issued your Mastercard.

Typically, there is a customer service number for your financial institution on the back of the card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

How do I get a refund from a business that has filed bankruptcy?

If you used a Mastercard for a purchase from a business that has filed for bankruptcy, you can file a disputed transaction with the financial institution that issued the card.

Typically, there is a customer service number for your financial institution on the back of your card card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

What should I do if the financial institution that issued my Mastercard says that Mastercard denied my dispute?

If your dispute case was denied, the financial institution that issued your Mastercard will be able to explain the reason.

Typically, there is a customer service number for your financial institution on the back of your card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll free at 1-800-627-8372 or 'Collect' by dialing 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.


Never Forget Your Credit Card at the Bar Again With This New Digital ‘Open Tab’ Feature - Recipes

Q: What is Mastercard Send?

A: Mastercard Send is a first-of-its-kind interoperable global platform that enables funds to be sent quickly and securely via three payment flows:

  • Disbursements - payments from governments, businesses, and non-profits to consumers
  • Domestic P2P - payments between two consumers in one country
  • Cross-border P2P - payments between two consumers in different countries

Q: Which Mastercard Send flows are currently available in the U.S.?

A: The Mastercard Send API is available for Domestic P2P and Disbursements providers. Additionally, there is a Remittance API that can be used for providers looking to enable cross-border payments originating in the United States.

Q: Why is Mastercard offering these services?

A: In the U.S., Disbursements and P2P payments make up $4 trillion per year most of these payments are made via checks, ACH transfers and cash. Currently, the methods for these payments are slow, lack ubiquity and create security concerns. Consumers want to be able to send and receive money using their connected devices regardless of where they bank and disbursers are looking for cheaper and more efficient ways to send money to their consumers. In line with Mastercard's vision to build a World Beyond Cash, Mastercard Send aims to make payments easier, safer and more efficient for all parties.

Q: How does a Send transaction work?

A: While most electronic P2P and Disbursements' solutions rely on slow, batch-oriented ACH methods, the Mastercard Send solution leverages debit networks to move funds, typically within seconds. Mastercard Send is unique: funds can be transferred to virtually all debit cards in the U.S. and, in most cases, funds can be transferred typically within seconds. Through a set of APIs, a service provider can request a transfer through a sending acquirer, which Mastercard then routes to any U.S. bank account via a debit card regardless of the brand.

Q: What cards are eligible for Mastercard Send transactions?

A: Currently, the service is only available for U.S. consumer debit and reloadable prepaid cards. However, the MoneySend mandate includes all consumer cards: debit, credit and prepaid. Mastercard recommends that issuers support all cards when migrating to Transaction Code 28 to prepare for future service enhancements.

Q: What role does an issuer play in a Send transaction?

A: One role that issuers play in a Send transaction is as receiving institutions. In this role, issuers are required to post funds to their cardholders' accounts.

When a service provider sends funds to a debit account using Transaction Code 28, the issuer of the receiver's debit card is paid a share of network fees. Once an issuer has complied with the MoneySend mandate to enable Transaction Code 28, they will be eligible to start collecting these fees. For more information on the mandate, see Global Operations Bulletin No. 2 (February 2, 2014).

Q: Can an issuer use Mastercard Send for a P2P program?

A: An issuer could offer P2P payment services by leveraging the Mastercard Send API to allow their cardholders to send and receive payments with their friends and family. While Mastercard Send is a critical part of a P2P program, interested issuers should consider the other necessary implementation measures and development requirements. These considerations should include: customer acquisition costs, receiver management requirements for users without accounts at a bank, the necessary user interfaces for a standalone or integrated mobile application, among other considerations.

Q: How does Mastercard Send differ from MoneySend?

A: Mastercard Send is the first-of-its-kind interoperable global platform that enables funds to be sent quickly and securely. In the U.S., it will enable disbursements and P2P payments to and from nearly any U.S. debit card account, including non-Mastercard debit cards. MoneySend is the Mastercard transaction type (Transaction Code 28) designed for real-time money transfers by issuers connected to the Mastercard network.

Where can I get a Mastercard® Everyday Prepaid Card?

Find the Mastercard Everyday Prepaid Card that's right for you they're available at participating stores and online at Mastercard Prepaid cards.

Do I have to activate and register my prepaid card before using it?

Activation and registration requirements vary, so check your card packaging for detailed instructions. However, you'll need to register your card in order to take advantage of the reload function, Zero Liability Protection and card replacement benefits offered by your prepaid card.

How do I use my Mastercard Everyday Prepaid Card?

Use your Everyday Prepaid Card like a regular debit or credit card at checkout swipe it at the terminal or give it to the cashier if requested. Your purchase will automatically be deducted from the card balance.

Where can I use my Mastercard Everyday Prepaid Card?

Use your Mastercard Everyday Prepaid Card anywhere that Debit Mastercard is accepted, including millions of locations worldwide plus online, mail and phone orders. You can also use your card to pay bills online.

My available card balance won't cover my purchase amount. Can I still use my prepaid card?

Yes, just tell the cashier in advance how much to deduct from your prepaid card and how much you will pay using an alternate payment method. Note that this process, known as "split tender," may not be supported by all merchants.

How do I return an item purchased with a Mastercard Everyday Prepaid Card?

When you make a return, the cashier may ask to see your card. The value of the returned merchandise will be credited back to the card.

I can't find my Mastercard Everyday Prepaid Card. What should I do?

If you registered your Mastercard Everyday Prepaid Card, your issuer can use the information you provided during registration to issue a replacement card. Be sure to keep a record of the card number.

Contact the issuer immediately to report a lost or stolen card. You can also contact Emergency Services for additional assistance.

Mastercard Everyday Prepaid Cards that have been registered include Zero Liability Protection. Certain exceptions apply.

How do I add funds to my card?

The best way to add funds to your card is to set up direct deposit of your paycheck. Direct deposit information varies, so check your card packaging or contact the card issuer.

You can also add money to your card at participating retail locations. Check your card packaging or contact the card issuer to find out which retailers are supported.

Where can I get a Mastercard Prepaid Gift Card?

Mastercard Prepaid Gift Cards are available at bank branches, retail locations, online and via phone. There are many card styles to choose from, some of which can be customized with unique designs, the recipient's name and personal messages. It's easy to find the prepaid gift card that's right for you.

I received a Mastercard Prepaid Gift Card. Do I need to activate or register my card before using it?

Many Mastercard Prepaid Gift Cards sold in retail locations are automatically activated when the card is purchased. Call the customer service number on the back of the card if you have questions about activation. For online and telephone purchases, you may need to register your card with the card issuer.

How long can I use my Mastercard Prepaid Gift Card?

You can make purchases on your prepaid gift card until the value of the card has been depleted, or until the expiration date shown on the card.

How do prepaid travel cards work?

Prepaid travel cards work just like all Mastercard Prepaid Cards, which means you can spend up to the value placed on the card anywhere Debit Mastercard is accepted.

You might want to check your card balance before you shop since the merchant or service provider may not be able to retrieve this information for you.

How can I get the balance on my prepaid travel card?

Depending on your card, you may be able to check your balance on the issuer's website. Certain merchants will also have the ability to read your card's balance for you.

What if my card is lost or stolen?

Contact the issuer of your card immediately to report a lost or stolen card. There is a customer service number listed on the back of the card. Be sure to keep a record of the Mastercard Travel Card number. Your issuer may need this information to cancel the card and issue a replacement.

Mastercard Travel Prepaid Cards that have been registered may include Zero Liability Protection. Certain exceptions apply.

What is Mastercard rePower?

The Mastercard rePower Load Network is a service that allows you to add money to your eligible Mastercard Prepaid Card at participating merchants.

How do I get my Mastercard Prepaid Card balance?

Follow the instructions provided with your card. Generally, this includes either visiting the card issuer's website or by calling the phone number on the back of the card.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.

What data does Mastercard collect and how does Mastercard use it?

When processing a purchase transaction, we collect limited information such as card number, merchant name, location, and the date and amount of the transaction. Importantly, we do not generally collect the cardholder’s name, address or other directly identifiable information. We may collect additional personal information in other contexts, such as for fraud monitoring and prevention, authentication, risk management and dispute resolution, or when individuals decide to participate in one of our optional programs such as Priceless Cities.

How does Mastercard capture the value of data while protecting people’s privacy?

We help businesses, governments, the public sector and individuals better understand the world around them. To achieve this, we remove personal information by anonymizing data and produce aggregated trends and insights. One way that we use these trends and insights is for social good, thereby advancing financial inclusion and humanitarian efforts around the globe. Combined with our strong commitment to data ethics, this contributes to effective outcomes while respecting people’s privacy and human rights.

How can individuals know more about what data Mastercard collects and how that information may be used?

Transparency is core to Mastercard. We explain how we handle individuals’ personal information in our Global Privacy Notice, which is complemented by specific privacy notices for certain products and services. As a service provider, we refer individuals to the privacy notice provided by those third parties for more information on how their personal information is handled.

Does Mastercard share transaction data?

We do not share transaction data without consent or as otherwise legally permitted such as in the context of fraud prevention.

How does Mastercard navigate the rapidly evolving global privacy landscape?

Mastercard complies with all regional and local regulations, including the General Data Protection Regulation (GDPR) in the European Union, the Lei Geral de Proteção de Dados Pessoais (LGPD) in Brazil and the California Consumer Privacy Act (CCPA). In particular, we’ve embraced the GDPR as an opportunity to enhance our data practices globally. That is, we have extended the GDPR’s high standards and privacy rights to all individuals around the world, wherever they live.

What impact will Schrems II and Brexit have on Mastercard’s approach to data transfers?

Mastercard relies on its Binding Corporate Rules (“BCRs”) to transfer EU personal data to Mastercard entities outside of the EEA in compliance with the GDPR. There is therefore no immediate impact on data transfers. Mastercard closely monitors European and UK regulatory guidance on this issue. More information on our position regarding Brexit can be found here, and further information about the Schrems II Judgment can be found here.

Has Mastercard received recognition for its privacy practices?

Yes. In Europe, our Binding Corporate Rules (“BCRs”) have been approved by EEA Data Protection Authorities and allow us to transfer personal information from our cardholders, customers, partners and employees to all Mastercard entities globally. In 2019, Mastercard also received certifications under the Asia-Pacific Economic Cooperation (APEC) Cross-Border Privacy Rules system and the Privacy Recognition for Processors system. For more information on the APEC systems, please visit: http://cbprs.org.

What steps does Mastercard take to ensure privacy is protected?

We take your privacy very seriously. That's why we embed privacy safeguards into all of our products and services, limiting data use to only what’s necessary and looking for ways to encrypt or de-identify personal information while making sure each product is still convenient and easy to use. In addition, we employ rigorous standards to ensure the safety and security of data not only within Mastercard, but with all our partners and vendors as well.

Who owns personal information?

Your personal information belongs to you you control how it is used.

How can individuals control how their data is being used?

We provide individuals with privacy rights and choices. You can opt out of your personal information being used for marketing, data analytics and web analytics at any time and at no cost, using our online forms. Individuals also have the right to access, correct, modify or move their personal information via our online portal, which is currently available for all users located in the European Union and will shortly be accessible worldwide.

A merchant required me to make a minimum purchase when I used my credit card. What should I do?

A merchant located in the United States or a U.S. region/territory may set a minimum transaction amount for credit cards only. The amount may not exceed $10 and cannot discriminate between issuers or between Mastercard(r) and other acceptance brands. Merchants are not permitted to require a Mastercard cardholder to pay a minimum amount for a Debit Mastercard or Mastercard prepaid card transaction. If you believe that a merchant inappropriately requested a minimum charge, you may report this by completing a form available through this link: Report a problem.

A merchant wanted to charge a surcharge or fee to use my Mastercard. What should I do?

As a result of a court-approved settlement, Mastercard agreed to modify its rules to permit U.S. merchants to surcharge Mastercard credit cards as long as they complied with certain limitations.

Merchants have the option to add a surcharge at the "brand level" where the surcharge is the same for all Mastercard credit cards, regardless of the card's issuer, or they can add a surcharge at the "product level" (e.g., apply a surcharge to all World Mastercard cards regardless of the card's issuer but not standard Mastercard credit cards). Read the details on our merchant surcharge page. A merchant's ability to surcharge on credit cards is subject to any restrictions or prohibitions imposed by applicable state law. Mastercard rules continue to prohibit merchants from applying a surcharge on debit cards.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, send us an email and provide the information requested.

What should I do if the merchant surcharge was not clearly disclosed before I paid?

Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you believe you've been charged incorrectly, send us an email with the merchant details and other necessary information.

What should I do if the merchant surcharge was higher than I expected?

The surcharge that the merchant assesses may not exceed the merchant discount rate that the merchant pays for the credit card that is surcharged. In the United States, this charge for Mastercard typically ranges from 1.5% to 3% and in no event may the merchant surcharge greater than 4%. Merchants much clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you do not believe that you have been charged appropriately, or you would like to report a questionable charge, send us an email.

Why was I charged a higher amount at the pump because I used my Mastercard?

A merchant may provide a discount to its customers paying cash, provided that the discount is posted. If you'd like to report a questionable charge, you may report a problem by completing this online form.

Are merchants allowed to ask me to provide identification to use my Mastercard?

There are certain situations, such as shipping purposes, in which a merchant may require personal information. However, if you believe a merchant has violated the above standard or their actions requesting identification are questionable, you may report a problem by completing this online form.

My card was declined while trying to make a purchase. What should I do?

If a transaction is declined, please contact the financial institution that issued your card. Sometimes banks put security measures in place on certain types of transactions to reduce the risk of fraud, which may result in declined transactions.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please contact us to submit your question.

How can I get a replacement card?

Mastercard® can assist you in getting a replacement card by working with the financial institution that issued your card to acquire a new account number. To request an emergency card replacement, please contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

I received an email/phone call from Mastercard® about my account, but it appears to be a scam or a phishing email. What should I do?

Mastercard will never solicit personal or account information from a cardholder and we suspect that the information you received is fraudulent. Consumers should always safeguard their personal information and refrain from responding to suspicious email/phone scams. If you suspect fraud on your account, please contact your issuing bank immediately to report it. We would appreciate if you could forward the original email here.

Someone called to offer a lower rate on my Mastercard but it seems to be a scam. What should I do?

Mastercard does not contact individuals to request personal information including credit or debit card account information. If you received an unsolicited phone call, email, text or social media request from an individual claiming to be a Mastercard representative, do not respond.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the financial institution that issued your credit or debit card to report the incident.

I believe fraudulent purchases were made on my Mastercard. How do I report it?

If you believe a transaction posted to your account is fraudulent, you should immediately contact the financial institution that issued your card. Look for a customer service number on the back of the card or on your billing statement. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

I know who committed fraud on my Mastercard credit or debit card. How do I report it?

If you believe that you have information about a person who has committed fraud by using your Mastercard without your permission, please contact the financial institution that issued your card. Contact information can be located on the back of your card or on a monthly billing statement.

I believe someone has applied for a Mastercard credit card in my name. What should I do?

Mastercard does not issue cards and we can't tell you if an account has been opened in your name. If you know the name of the financial institution that may have opened an account or issued a card in your name without your consent, we recommend you contact that financial institution immediately and cancel the account.Then you should notify each of the three U.S. credit reporting agencies (if you're based in the U.S.):

The credit reporting agencies should provide you with a copy of your credit report. Even if you don't see an unusual creditor on a credit report, you should formally write to advise them of the situation.

For more information on credit reports, go to www.ftc.gov and select Credit Reports.

There was a breach on my account and I received a new card. How can I get more information?

Mastercard appreciates your diligence in protecting your finances. While we take each card breach very seriously and are working closely with investigative agencies, we encourage you to contact your financial institution for the most up-to-date information. Typically, there is a customer service number on the back of the card that you can call.

How do I report potential fraud?

If you possess contact information for someone who has committed fraud on a Mastercard® account, please contact your merchant service provider for assistance in reaching the financial institution that issued the Mastercard account.

What is Mastercard® rePower?

The Mastercard rePower Load Network is a service from Mastercard that allows you to add money to your eligible card at participating merchants. This service is currently available in the U.S. at over 100,000 retail locations.

How does Mastercard rePower work?

Simply visit a participating retailer with the cash you want to add. Some retailers support the card swipe method, which enables you to add funds in-store by asking the cashier to swipe your card. Other retailers sell reload packs, (Green Dot MoneyPak, Vanilla Reload Pack), that you purchase and add to your card by entering a code online or by phone.

You can also add funds at Western Union locations fill out a form and an agent will load the money onto your card.

How do I use the Mastercard rePower Locator?

Type in a city and state, or a zip code to search for a retail location nearest you. You can further narrow down the list of Mastercard rePower merchant locations by providing a street address. Click the Search button, and you will be presented with a list of locations and the type of reload supported (e.g., Card Swipe, Western Union, Reload Pack).

How do I get my card balance?

Follow the instructions provided with your card. Typically, you may get your balance by either visiting your card issuer's website or by calling the phone number on the back of the card.

How much does a Mastercard rePower reload transaction cost?

Reload fees may apply, depending on the retailer. Please refer to the fees section and also check with a participating merchant for the most up-to-date information.

Can I reload any card at Mastercard rePower merchants?

Your debit or prepaid card must be eligible for rePower reloads. You can find out if your card is eligible by looking for the Mastercard rePower logo on the back of your card or by contacting your card issuer.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.

What is Mastercard® Identity Check and how does it impact SecureCode?

Mastercard Identity Check is our new and improved payment authentication program based on the payment industry specification - EMV 3-D Secure. SecureCode customers are encouraged to transition to Identity Check to take full advantage of the superior program benefits. As the transition takes place, you will progressively see Identity Check information replacing SecureCode.

What is Mastercard® SecureCode?

Mastercard SecureCode is a service to enhance your existing Mastercard credit card or debit card. With a private code - similar to a PIN - you get protection against unauthorized use of your card when you shop at participating online retailers.

How does Mastercard SecureCode work?

Once you've registered and created your own private SecureCode, you'll be prompted to enter your code when you shop with a participating online merchant. Your SecureCode will be quickly confirmed by your financial institution and your purchase will be complete.

Your SecureCode will never be shared with the merchant. It's just like entering your PIN at an ATM.

What should I do if I can't remember my SecureCode?

If you forget your code, you may be prompted to reset it, or you can contact the customer service number for your financial institution, which is typically found on the back of your card.

What is Mastercard's policy when it comes to reporting security vulnerabilities?

At Mastercard®, safety and security are foundational principles central to every part of our company and the innovative technology platforms and services we enable. We know that secure products and services are essential to the trust that our customers, cardholders, merchants and other partners place in us.

If you believe you have identified a security vulnerability, we encourage you to report this to us as soon as possible through our vulnerability reporting program. We'll investigate all verifiable and legitimate reports and do our best to fix the problem as quickly as possible.

What platforms and vulnerability categories are in scope?

Please visit https://bugcrowd.com/mastercard and https://bugcrowd.com/mastercard-vdp for an updated list of applications which are in scope for our Bug Bounty program. Certain applications are open in an “invite only” mode and may not show up on the list of public Bug Bounty programs. Mastercard invites selected researchers for such programs based on their technical expertise and rankings on the Bugcrowd leaderboards.

What if I identify vulnerabilities or issues outside of these areas?

Monetary rewards are offered to external security researchers if they identify an issue on one of the in-scope platforms. Compensation depends on the severity and impact of the identified issue. Mastercard reviews each identified vulnerability and reserves the right to reward submissions made on out-of-scope assets. We encourage researchers to submit identified vulnerabilities on out-of-scope assets on the https://bugcrowd.com/mastercard-vdp program.

What is the reward process for reported vulnerabilities?

You can submit potential security vulnerabilities to us through our Bug Bounty programs (on Bugcrowd.com) for consideration of rewards. Reward-related details are available on https://bugcrowd.com/mastercard. Please note that information provided through a Mastercard email address ([email protected]) is not eligible for compensation under our vulnerability reporting program.

A merchant wanted to charge a surcharge or fee to use my Mastercard. What should I do?

Merchants can charge an extra fee to customers who pay with Mastercard branded credit cards, where permissible by law. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. Additional details on these surcharges can be found in our merchant surcharge rules.

Merchants must clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or would like to report a questionable charge, please send us an email.

What should I do if the merchant surcharge was not clearly disclosed before I paid or indicated on my receipt?

Merchants can charge a surcharge to customers who pay with Mastercard®-branded credit cards. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. Click here to read the requirements.

If you believe you've been charged incorrectly, send us an email with the merchant details and other necessary information.

What should I do if the merchant surcharge was higher than I expected?

The surcharge that the merchant assesses may not exceed the merchant discount rate that the merchant pays for the credit card that is surcharged. In the United States, this charge for Mastercard typically ranges from 1.5% to 3%. In no event may the merchant surcharge an amount greater than 4%. Merchants much clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, email us here and provide the information requested.

I was charged a surcharge without my knowledge. What should I do?

Merchants can charge an extra fee to all customers who pay with Mastercard® branded credit cards. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. These requirements can be found by visiting our merchant surcharge rules.

Merchants must clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt.

If you're not certain whether you have been charged appropriately, or you'd like to report a questionable charge, please send us an email.

If I have a problem making a tax payment, whom can I contact?

For specific questions relating to state or local income taxes, contact your local tax authority.

How can I be sure that my card payment has been processed?

Upon card authorization, the service provider will provide you with a confirmation number.

How will I know what fees I'll be charged if I pay taxes with a card?

After you've entered the payment amount, the website will disclose the convenience fee. The fees may vary depending upon the amount of taxes due.

What information will I need to have available to pay taxes with my Mastercard?

A: When prompted, you'll be asked for the following:

  • taxpayer property/parcel number
  • balance due (in whole dollars) calculated on the tax return
  • 16-digit Mastercard number
  • Mastercard expiration date
  • ZIP code where monthly Mastercard account statements are mailed, or zip code of primary cardholder

How will a federal tax payment appear on my statement?

There will be two separate entries related to the tax payment transaction: the first will display the amount of tax paid and identify the payee as “US Treasury Tax Payment,”and the second entry will display the convenience fee and be listed as “Tax Payment Convenience Fee.”

Where can I get information about IRS e-file?

You can reach the IRS by calling 1-800-829-1040 or by visiting www.irs.gov.

Someone called to offer a lower rate on my Mastercard but it seems like a scam. What should I do?

Please be advised that Mastercard does not attempt to contact individuals to request personal information including credit or debit card account information. If you receive an unsolicited phone call, email, text message or social media request from an individual claiming to be a Mastercard representative: DO NOT RESPOND.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or other inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the bank or financial institution that issued your credit or debit card to report the incident.

What is tokenization?

Tokenization is the process of replacing a card’s primary account number (PAN)—the 16-digit number on the plastic card—with a unique alternate card number, or “token.” Tokens can be used for mobile point-of-sale transactions, in-app purchases or online purchases.

What are the benefits of tokenization?

Tokenization reduces fraud related to digital payments by making transactions more secure by including a dynamic component with each transaction. It takes the security of a physical EMV chip and applies it to non-card environments including proximity, mobile and internet payments.

Merchants benefit from more secure transactions as well as faster checkout experiences, new payment acceptance options and more ways to sell.

How do I ensure that I can accept transactions from eligible devices?

Existing contactless terminals are compatible with tokenized transactions and no action is required. Mastercard® offers merchants a free, optional service for a more secure in-app payment acceptance called Digital Secure Remote Payment (DSRP). To use DSRP merchants must:

  • Contact their acquirer to ensure that they support DSRP
  • Integrate their mobile app with the digital wallet partner

What is Mastercard’s role in the launch of digital wallets?

The new digital wallets connect into Mastercard Digital Enablement Service (MDES), so participating issuers can enable secure mobile payments on millions of devices.

What do these new digital payments mean for me?

For consumers and merchants alike, every purchase made with a tokenized Mastercard debit, credit, prepaid or small business card using Apple PayTM, Google PayTM or Samsung Pay in the United States offers the enhanced security and benefits of a digital Mastercard transaction including secure tokenization technology.

Will this affect the way I identify new or returning consumers?

Merchants that use card numbers to identify customers will not be able to recognize returning customers if it's the first time they're using their token, since it appears as a new card number. However, when used again, merchants will be able to recognize the token associated with that consumer’s device.

What should I do if I have a transaction dispute related to COVID-19?

For questions on dispute resolution during COVID-19, please review frequently asked questions and best practices here.

How can I dispute a charge?

Please contact the financial institution that issued your card to dispute a charge. Only your issuer holds your specific and unique information including what rights you have to file disputes. The dispute process agreed to by financial institutions that issue Mastercard or process Mastercard transactions is set up to allow the financial institutions to manage disputes with cardholders and merchants in a formal manner.

Who do I contact if I never received an item that I purchased online or by phone?

If you did not receive an item that you purchased or if you received an incorrect item, you should first contact the merchant to try to resolve the situation. If you can't come to an agreement and you want to dispute the transaction, this must be done directly with the financial institution that issued your Mastercard. Typically, there is a customer service number for your financial institution on the back of the card.

I made a purchase but received the wrong item. What should I do?

If you purchased an item but received the wrong one, please contact the merchant to try to resolve the situation. If you and the merchant cannot resolve the issue, and you want to file a disputed transaction, this must be done directly with the financial institution that issued your Mastercard.

Typically, there is a customer service number for your financial institution on the back of the card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

How do I get a refund from a business that has filed bankruptcy?

If you used a Mastercard for a purchase from a business that has filed for bankruptcy, you can file a disputed transaction with the financial institution that issued the card.

Typically, there is a customer service number for your financial institution on the back of your card card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

What should I do if the financial institution that issued my Mastercard says that Mastercard denied my dispute?

If your dispute case was denied, the financial institution that issued your Mastercard will be able to explain the reason.

Typically, there is a customer service number for your financial institution on the back of your card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll free at 1-800-627-8372 or 'Collect' by dialing 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.


Never Forget Your Credit Card at the Bar Again With This New Digital ‘Open Tab’ Feature - Recipes

Q: What is Mastercard Send?

A: Mastercard Send is a first-of-its-kind interoperable global platform that enables funds to be sent quickly and securely via three payment flows:

  • Disbursements - payments from governments, businesses, and non-profits to consumers
  • Domestic P2P - payments between two consumers in one country
  • Cross-border P2P - payments between two consumers in different countries

Q: Which Mastercard Send flows are currently available in the U.S.?

A: The Mastercard Send API is available for Domestic P2P and Disbursements providers. Additionally, there is a Remittance API that can be used for providers looking to enable cross-border payments originating in the United States.

Q: Why is Mastercard offering these services?

A: In the U.S., Disbursements and P2P payments make up $4 trillion per year most of these payments are made via checks, ACH transfers and cash. Currently, the methods for these payments are slow, lack ubiquity and create security concerns. Consumers want to be able to send and receive money using their connected devices regardless of where they bank and disbursers are looking for cheaper and more efficient ways to send money to their consumers. In line with Mastercard's vision to build a World Beyond Cash, Mastercard Send aims to make payments easier, safer and more efficient for all parties.

Q: How does a Send transaction work?

A: While most electronic P2P and Disbursements' solutions rely on slow, batch-oriented ACH methods, the Mastercard Send solution leverages debit networks to move funds, typically within seconds. Mastercard Send is unique: funds can be transferred to virtually all debit cards in the U.S. and, in most cases, funds can be transferred typically within seconds. Through a set of APIs, a service provider can request a transfer through a sending acquirer, which Mastercard then routes to any U.S. bank account via a debit card regardless of the brand.

Q: What cards are eligible for Mastercard Send transactions?

A: Currently, the service is only available for U.S. consumer debit and reloadable prepaid cards. However, the MoneySend mandate includes all consumer cards: debit, credit and prepaid. Mastercard recommends that issuers support all cards when migrating to Transaction Code 28 to prepare for future service enhancements.

Q: What role does an issuer play in a Send transaction?

A: One role that issuers play in a Send transaction is as receiving institutions. In this role, issuers are required to post funds to their cardholders' accounts.

When a service provider sends funds to a debit account using Transaction Code 28, the issuer of the receiver's debit card is paid a share of network fees. Once an issuer has complied with the MoneySend mandate to enable Transaction Code 28, they will be eligible to start collecting these fees. For more information on the mandate, see Global Operations Bulletin No. 2 (February 2, 2014).

Q: Can an issuer use Mastercard Send for a P2P program?

A: An issuer could offer P2P payment services by leveraging the Mastercard Send API to allow their cardholders to send and receive payments with their friends and family. While Mastercard Send is a critical part of a P2P program, interested issuers should consider the other necessary implementation measures and development requirements. These considerations should include: customer acquisition costs, receiver management requirements for users without accounts at a bank, the necessary user interfaces for a standalone or integrated mobile application, among other considerations.

Q: How does Mastercard Send differ from MoneySend?

A: Mastercard Send is the first-of-its-kind interoperable global platform that enables funds to be sent quickly and securely. In the U.S., it will enable disbursements and P2P payments to and from nearly any U.S. debit card account, including non-Mastercard debit cards. MoneySend is the Mastercard transaction type (Transaction Code 28) designed for real-time money transfers by issuers connected to the Mastercard network.

Where can I get a Mastercard® Everyday Prepaid Card?

Find the Mastercard Everyday Prepaid Card that's right for you they're available at participating stores and online at Mastercard Prepaid cards.

Do I have to activate and register my prepaid card before using it?

Activation and registration requirements vary, so check your card packaging for detailed instructions. However, you'll need to register your card in order to take advantage of the reload function, Zero Liability Protection and card replacement benefits offered by your prepaid card.

How do I use my Mastercard Everyday Prepaid Card?

Use your Everyday Prepaid Card like a regular debit or credit card at checkout swipe it at the terminal or give it to the cashier if requested. Your purchase will automatically be deducted from the card balance.

Where can I use my Mastercard Everyday Prepaid Card?

Use your Mastercard Everyday Prepaid Card anywhere that Debit Mastercard is accepted, including millions of locations worldwide plus online, mail and phone orders. You can also use your card to pay bills online.

My available card balance won't cover my purchase amount. Can I still use my prepaid card?

Yes, just tell the cashier in advance how much to deduct from your prepaid card and how much you will pay using an alternate payment method. Note that this process, known as "split tender," may not be supported by all merchants.

How do I return an item purchased with a Mastercard Everyday Prepaid Card?

When you make a return, the cashier may ask to see your card. The value of the returned merchandise will be credited back to the card.

I can't find my Mastercard Everyday Prepaid Card. What should I do?

If you registered your Mastercard Everyday Prepaid Card, your issuer can use the information you provided during registration to issue a replacement card. Be sure to keep a record of the card number.

Contact the issuer immediately to report a lost or stolen card. You can also contact Emergency Services for additional assistance.

Mastercard Everyday Prepaid Cards that have been registered include Zero Liability Protection. Certain exceptions apply.

How do I add funds to my card?

The best way to add funds to your card is to set up direct deposit of your paycheck. Direct deposit information varies, so check your card packaging or contact the card issuer.

You can also add money to your card at participating retail locations. Check your card packaging or contact the card issuer to find out which retailers are supported.

Where can I get a Mastercard Prepaid Gift Card?

Mastercard Prepaid Gift Cards are available at bank branches, retail locations, online and via phone. There are many card styles to choose from, some of which can be customized with unique designs, the recipient's name and personal messages. It's easy to find the prepaid gift card that's right for you.

I received a Mastercard Prepaid Gift Card. Do I need to activate or register my card before using it?

Many Mastercard Prepaid Gift Cards sold in retail locations are automatically activated when the card is purchased. Call the customer service number on the back of the card if you have questions about activation. For online and telephone purchases, you may need to register your card with the card issuer.

How long can I use my Mastercard Prepaid Gift Card?

You can make purchases on your prepaid gift card until the value of the card has been depleted, or until the expiration date shown on the card.

How do prepaid travel cards work?

Prepaid travel cards work just like all Mastercard Prepaid Cards, which means you can spend up to the value placed on the card anywhere Debit Mastercard is accepted.

You might want to check your card balance before you shop since the merchant or service provider may not be able to retrieve this information for you.

How can I get the balance on my prepaid travel card?

Depending on your card, you may be able to check your balance on the issuer's website. Certain merchants will also have the ability to read your card's balance for you.

What if my card is lost or stolen?

Contact the issuer of your card immediately to report a lost or stolen card. There is a customer service number listed on the back of the card. Be sure to keep a record of the Mastercard Travel Card number. Your issuer may need this information to cancel the card and issue a replacement.

Mastercard Travel Prepaid Cards that have been registered may include Zero Liability Protection. Certain exceptions apply.

What is Mastercard rePower?

The Mastercard rePower Load Network is a service that allows you to add money to your eligible Mastercard Prepaid Card at participating merchants.

How do I get my Mastercard Prepaid Card balance?

Follow the instructions provided with your card. Generally, this includes either visiting the card issuer's website or by calling the phone number on the back of the card.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.

What data does Mastercard collect and how does Mastercard use it?

When processing a purchase transaction, we collect limited information such as card number, merchant name, location, and the date and amount of the transaction. Importantly, we do not generally collect the cardholder’s name, address or other directly identifiable information. We may collect additional personal information in other contexts, such as for fraud monitoring and prevention, authentication, risk management and dispute resolution, or when individuals decide to participate in one of our optional programs such as Priceless Cities.

How does Mastercard capture the value of data while protecting people’s privacy?

We help businesses, governments, the public sector and individuals better understand the world around them. To achieve this, we remove personal information by anonymizing data and produce aggregated trends and insights. One way that we use these trends and insights is for social good, thereby advancing financial inclusion and humanitarian efforts around the globe. Combined with our strong commitment to data ethics, this contributes to effective outcomes while respecting people’s privacy and human rights.

How can individuals know more about what data Mastercard collects and how that information may be used?

Transparency is core to Mastercard. We explain how we handle individuals’ personal information in our Global Privacy Notice, which is complemented by specific privacy notices for certain products and services. As a service provider, we refer individuals to the privacy notice provided by those third parties for more information on how their personal information is handled.

Does Mastercard share transaction data?

We do not share transaction data without consent or as otherwise legally permitted such as in the context of fraud prevention.

How does Mastercard navigate the rapidly evolving global privacy landscape?

Mastercard complies with all regional and local regulations, including the General Data Protection Regulation (GDPR) in the European Union, the Lei Geral de Proteção de Dados Pessoais (LGPD) in Brazil and the California Consumer Privacy Act (CCPA). In particular, we’ve embraced the GDPR as an opportunity to enhance our data practices globally. That is, we have extended the GDPR’s high standards and privacy rights to all individuals around the world, wherever they live.

What impact will Schrems II and Brexit have on Mastercard’s approach to data transfers?

Mastercard relies on its Binding Corporate Rules (“BCRs”) to transfer EU personal data to Mastercard entities outside of the EEA in compliance with the GDPR. There is therefore no immediate impact on data transfers. Mastercard closely monitors European and UK regulatory guidance on this issue. More information on our position regarding Brexit can be found here, and further information about the Schrems II Judgment can be found here.

Has Mastercard received recognition for its privacy practices?

Yes. In Europe, our Binding Corporate Rules (“BCRs”) have been approved by EEA Data Protection Authorities and allow us to transfer personal information from our cardholders, customers, partners and employees to all Mastercard entities globally. In 2019, Mastercard also received certifications under the Asia-Pacific Economic Cooperation (APEC) Cross-Border Privacy Rules system and the Privacy Recognition for Processors system. For more information on the APEC systems, please visit: http://cbprs.org.

What steps does Mastercard take to ensure privacy is protected?

We take your privacy very seriously. That's why we embed privacy safeguards into all of our products and services, limiting data use to only what’s necessary and looking for ways to encrypt or de-identify personal information while making sure each product is still convenient and easy to use. In addition, we employ rigorous standards to ensure the safety and security of data not only within Mastercard, but with all our partners and vendors as well.

Who owns personal information?

Your personal information belongs to you you control how it is used.

How can individuals control how their data is being used?

We provide individuals with privacy rights and choices. You can opt out of your personal information being used for marketing, data analytics and web analytics at any time and at no cost, using our online forms. Individuals also have the right to access, correct, modify or move their personal information via our online portal, which is currently available for all users located in the European Union and will shortly be accessible worldwide.

A merchant required me to make a minimum purchase when I used my credit card. What should I do?

A merchant located in the United States or a U.S. region/territory may set a minimum transaction amount for credit cards only. The amount may not exceed $10 and cannot discriminate between issuers or between Mastercard(r) and other acceptance brands. Merchants are not permitted to require a Mastercard cardholder to pay a minimum amount for a Debit Mastercard or Mastercard prepaid card transaction. If you believe that a merchant inappropriately requested a minimum charge, you may report this by completing a form available through this link: Report a problem.

A merchant wanted to charge a surcharge or fee to use my Mastercard. What should I do?

As a result of a court-approved settlement, Mastercard agreed to modify its rules to permit U.S. merchants to surcharge Mastercard credit cards as long as they complied with certain limitations.

Merchants have the option to add a surcharge at the "brand level" where the surcharge is the same for all Mastercard credit cards, regardless of the card's issuer, or they can add a surcharge at the "product level" (e.g., apply a surcharge to all World Mastercard cards regardless of the card's issuer but not standard Mastercard credit cards). Read the details on our merchant surcharge page. A merchant's ability to surcharge on credit cards is subject to any restrictions or prohibitions imposed by applicable state law. Mastercard rules continue to prohibit merchants from applying a surcharge on debit cards.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, send us an email and provide the information requested.

What should I do if the merchant surcharge was not clearly disclosed before I paid?

Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you believe you've been charged incorrectly, send us an email with the merchant details and other necessary information.

What should I do if the merchant surcharge was higher than I expected?

The surcharge that the merchant assesses may not exceed the merchant discount rate that the merchant pays for the credit card that is surcharged. In the United States, this charge for Mastercard typically ranges from 1.5% to 3% and in no event may the merchant surcharge greater than 4%. Merchants much clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. If you do not believe that you have been charged appropriately, or you would like to report a questionable charge, send us an email.

Why was I charged a higher amount at the pump because I used my Mastercard?

A merchant may provide a discount to its customers paying cash, provided that the discount is posted. If you'd like to report a questionable charge, you may report a problem by completing this online form.

Are merchants allowed to ask me to provide identification to use my Mastercard?

There are certain situations, such as shipping purposes, in which a merchant may require personal information. However, if you believe a merchant has violated the above standard or their actions requesting identification are questionable, you may report a problem by completing this online form.

My card was declined while trying to make a purchase. What should I do?

If a transaction is declined, please contact the financial institution that issued your card. Sometimes banks put security measures in place on certain types of transactions to reduce the risk of fraud, which may result in declined transactions.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please contact us to submit your question.

How can I get a replacement card?

Mastercard® can assist you in getting a replacement card by working with the financial institution that issued your card to acquire a new account number. To request an emergency card replacement, please contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

I received an email/phone call from Mastercard® about my account, but it appears to be a scam or a phishing email. What should I do?

Mastercard will never solicit personal or account information from a cardholder and we suspect that the information you received is fraudulent. Consumers should always safeguard their personal information and refrain from responding to suspicious email/phone scams. If you suspect fraud on your account, please contact your issuing bank immediately to report it. We would appreciate if you could forward the original email here.

Someone called to offer a lower rate on my Mastercard but it seems to be a scam. What should I do?

Mastercard does not contact individuals to request personal information including credit or debit card account information. If you received an unsolicited phone call, email, text or social media request from an individual claiming to be a Mastercard representative, do not respond.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the financial institution that issued your credit or debit card to report the incident.

I believe fraudulent purchases were made on my Mastercard. How do I report it?

If you believe a transaction posted to your account is fraudulent, you should immediately contact the financial institution that issued your card. Look for a customer service number on the back of the card or on your billing statement. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

I know who committed fraud on my Mastercard credit or debit card. How do I report it?

If you believe that you have information about a person who has committed fraud by using your Mastercard without your permission, please contact the financial institution that issued your card. Contact information can be located on the back of your card or on a monthly billing statement.

I believe someone has applied for a Mastercard credit card in my name. What should I do?

Mastercard does not issue cards and we can't tell you if an account has been opened in your name. If you know the name of the financial institution that may have opened an account or issued a card in your name without your consent, we recommend you contact that financial institution immediately and cancel the account.Then you should notify each of the three U.S. credit reporting agencies (if you're based in the U.S.):

The credit reporting agencies should provide you with a copy of your credit report. Even if you don't see an unusual creditor on a credit report, you should formally write to advise them of the situation.

For more information on credit reports, go to www.ftc.gov and select Credit Reports.

There was a breach on my account and I received a new card. How can I get more information?

Mastercard appreciates your diligence in protecting your finances. While we take each card breach very seriously and are working closely with investigative agencies, we encourage you to contact your financial institution for the most up-to-date information. Typically, there is a customer service number on the back of the card that you can call.

How do I report potential fraud?

If you possess contact information for someone who has committed fraud on a Mastercard® account, please contact your merchant service provider for assistance in reaching the financial institution that issued the Mastercard account.

What is Mastercard® rePower?

The Mastercard rePower Load Network is a service from Mastercard that allows you to add money to your eligible card at participating merchants. This service is currently available in the U.S. at over 100,000 retail locations.

How does Mastercard rePower work?

Simply visit a participating retailer with the cash you want to add. Some retailers support the card swipe method, which enables you to add funds in-store by asking the cashier to swipe your card. Other retailers sell reload packs, (Green Dot MoneyPak, Vanilla Reload Pack), that you purchase and add to your card by entering a code online or by phone.

You can also add funds at Western Union locations fill out a form and an agent will load the money onto your card.

How do I use the Mastercard rePower Locator?

Type in a city and state, or a zip code to search for a retail location nearest you. You can further narrow down the list of Mastercard rePower merchant locations by providing a street address. Click the Search button, and you will be presented with a list of locations and the type of reload supported (e.g., Card Swipe, Western Union, Reload Pack).

How do I get my card balance?

Follow the instructions provided with your card. Typically, you may get your balance by either visiting your card issuer's website or by calling the phone number on the back of the card.

How much does a Mastercard rePower reload transaction cost?

Reload fees may apply, depending on the retailer. Please refer to the fees section and also check with a participating merchant for the most up-to-date information.

Can I reload any card at Mastercard rePower merchants?

Your debit or prepaid card must be eligible for rePower reloads. You can find out if your card is eligible by looking for the Mastercard rePower logo on the back of your card or by contacting your card issuer.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.

What is Mastercard® Identity Check and how does it impact SecureCode?

Mastercard Identity Check is our new and improved payment authentication program based on the payment industry specification - EMV 3-D Secure. SecureCode customers are encouraged to transition to Identity Check to take full advantage of the superior program benefits. As the transition takes place, you will progressively see Identity Check information replacing SecureCode.

What is Mastercard® SecureCode?

Mastercard SecureCode is a service to enhance your existing Mastercard credit card or debit card. With a private code - similar to a PIN - you get protection against unauthorized use of your card when you shop at participating online retailers.

How does Mastercard SecureCode work?

Once you've registered and created your own private SecureCode, you'll be prompted to enter your code when you shop with a participating online merchant. Your SecureCode will be quickly confirmed by your financial institution and your purchase will be complete.

Your SecureCode will never be shared with the merchant. It's just like entering your PIN at an ATM.

What should I do if I can't remember my SecureCode?

If you forget your code, you may be prompted to reset it, or you can contact the customer service number for your financial institution, which is typically found on the back of your card.

What is Mastercard's policy when it comes to reporting security vulnerabilities?

At Mastercard®, safety and security are foundational principles central to every part of our company and the innovative technology platforms and services we enable. We know that secure products and services are essential to the trust that our customers, cardholders, merchants and other partners place in us.

If you believe you have identified a security vulnerability, we encourage you to report this to us as soon as possible through our vulnerability reporting program. We'll investigate all verifiable and legitimate reports and do our best to fix the problem as quickly as possible.

What platforms and vulnerability categories are in scope?

Please visit https://bugcrowd.com/mastercard and https://bugcrowd.com/mastercard-vdp for an updated list of applications which are in scope for our Bug Bounty program. Certain applications are open in an “invite only” mode and may not show up on the list of public Bug Bounty programs. Mastercard invites selected researchers for such programs based on their technical expertise and rankings on the Bugcrowd leaderboards.

What if I identify vulnerabilities or issues outside of these areas?

Monetary rewards are offered to external security researchers if they identify an issue on one of the in-scope platforms. Compensation depends on the severity and impact of the identified issue. Mastercard reviews each identified vulnerability and reserves the right to reward submissions made on out-of-scope assets. We encourage researchers to submit identified vulnerabilities on out-of-scope assets on the https://bugcrowd.com/mastercard-vdp program.

What is the reward process for reported vulnerabilities?

You can submit potential security vulnerabilities to us through our Bug Bounty programs (on Bugcrowd.com) for consideration of rewards. Reward-related details are available on https://bugcrowd.com/mastercard. Please note that information provided through a Mastercard email address ([email protected]) is not eligible for compensation under our vulnerability reporting program.

A merchant wanted to charge a surcharge or fee to use my Mastercard. What should I do?

Merchants can charge an extra fee to customers who pay with Mastercard branded credit cards, where permissible by law. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. Additional details on these surcharges can be found in our merchant surcharge rules.

Merchants must clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or would like to report a questionable charge, please send us an email.

What should I do if the merchant surcharge was not clearly disclosed before I paid or indicated on my receipt?

Merchants can charge a surcharge to customers who pay with Mastercard®-branded credit cards. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. Merchants must clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt. Click here to read the requirements.

If you believe you've been charged incorrectly, send us an email with the merchant details and other necessary information.

What should I do if the merchant surcharge was higher than I expected?

The surcharge that the merchant assesses may not exceed the merchant discount rate that the merchant pays for the credit card that is surcharged. In the United States, this charge for Mastercard typically ranges from 1.5% to 3%. In no event may the merchant surcharge an amount greater than 4%. Merchants much clearly disclose their surcharges at the register and clearly indicate the amount of the surcharge on the receipt.

If you are not certain whether you have been charged appropriately, or you would like to report a questionable charge, email us here and provide the information requested.

I was charged a surcharge without my knowledge. What should I do?

Merchants can charge an extra fee to all customers who pay with Mastercard® branded credit cards. These fees are not allowed on Debit Mastercard or Mastercard prepaid cards. These requirements can be found by visiting our merchant surcharge rules.

Merchants must clearly disclose their surcharge policies at the register and clearly indicate the amount of the surcharge on the receipt.

If you're not certain whether you have been charged appropriately, or you'd like to report a questionable charge, please send us an email.

If I have a problem making a tax payment, whom can I contact?

For specific questions relating to state or local income taxes, contact your local tax authority.

How can I be sure that my card payment has been processed?

Upon card authorization, the service provider will provide you with a confirmation number.

How will I know what fees I'll be charged if I pay taxes with a card?

After you've entered the payment amount, the website will disclose the convenience fee. The fees may vary depending upon the amount of taxes due.

What information will I need to have available to pay taxes with my Mastercard?

A: When prompted, you'll be asked for the following:

  • taxpayer property/parcel number
  • balance due (in whole dollars) calculated on the tax return
  • 16-digit Mastercard number
  • Mastercard expiration date
  • ZIP code where monthly Mastercard account statements are mailed, or zip code of primary cardholder

How will a federal tax payment appear on my statement?

There will be two separate entries related to the tax payment transaction: the first will display the amount of tax paid and identify the payee as “US Treasury Tax Payment,”and the second entry will display the convenience fee and be listed as “Tax Payment Convenience Fee.”

Where can I get information about IRS e-file?

You can reach the IRS by calling 1-800-829-1040 or by visiting www.irs.gov.

Someone called to offer a lower rate on my Mastercard but it seems like a scam. What should I do?

Please be advised that Mastercard does not attempt to contact individuals to request personal information including credit or debit card account information. If you receive an unsolicited phone call, email, text message or social media request from an individual claiming to be a Mastercard representative: DO NOT RESPOND.

Mastercard cardholders should always safeguard their personal information and not respond to any suspicious emails or other inquiries.

If you are a victim of a phishing attack and believe your account information may have been compromised, please contact the bank or financial institution that issued your credit or debit card to report the incident.

What is tokenization?

Tokenization is the process of replacing a card’s primary account number (PAN)—the 16-digit number on the plastic card—with a unique alternate card number, or “token.” Tokens can be used for mobile point-of-sale transactions, in-app purchases or online purchases.

What are the benefits of tokenization?

Tokenization reduces fraud related to digital payments by making transactions more secure by including a dynamic component with each transaction. It takes the security of a physical EMV chip and applies it to non-card environments including proximity, mobile and internet payments.

Merchants benefit from more secure transactions as well as faster checkout experiences, new payment acceptance options and more ways to sell.

How do I ensure that I can accept transactions from eligible devices?

Existing contactless terminals are compatible with tokenized transactions and no action is required. Mastercard® offers merchants a free, optional service for a more secure in-app payment acceptance called Digital Secure Remote Payment (DSRP). To use DSRP merchants must:

  • Contact their acquirer to ensure that they support DSRP
  • Integrate their mobile app with the digital wallet partner

What is Mastercard’s role in the launch of digital wallets?

The new digital wallets connect into Mastercard Digital Enablement Service (MDES), so participating issuers can enable secure mobile payments on millions of devices.

What do these new digital payments mean for me?

For consumers and merchants alike, every purchase made with a tokenized Mastercard debit, credit, prepaid or small business card using Apple PayTM, Google PayTM or Samsung Pay in the United States offers the enhanced security and benefits of a digital Mastercard transaction including secure tokenization technology.

Will this affect the way I identify new or returning consumers?

Merchants that use card numbers to identify customers will not be able to recognize returning customers if it's the first time they're using their token, since it appears as a new card number. However, when used again, merchants will be able to recognize the token associated with that consumer’s device.

What should I do if I have a transaction dispute related to COVID-19?

For questions on dispute resolution during COVID-19, please review frequently asked questions and best practices here.

How can I dispute a charge?

Please contact the financial institution that issued your card to dispute a charge. Only your issuer holds your specific and unique information including what rights you have to file disputes. The dispute process agreed to by financial institutions that issue Mastercard or process Mastercard transactions is set up to allow the financial institutions to manage disputes with cardholders and merchants in a formal manner.

Who do I contact if I never received an item that I purchased online or by phone?

If you did not receive an item that you purchased or if you received an incorrect item, you should first contact the merchant to try to resolve the situation. If you can't come to an agreement and you want to dispute the transaction, this must be done directly with the financial institution that issued your Mastercard. Typically, there is a customer service number for your financial institution on the back of the card.

I made a purchase but received the wrong item. What should I do?

If you purchased an item but received the wrong one, please contact the merchant to try to resolve the situation. If you and the merchant cannot resolve the issue, and you want to file a disputed transaction, this must be done directly with the financial institution that issued your Mastercard.

Typically, there is a customer service number for your financial institution on the back of the card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

How do I get a refund from a business that has filed bankruptcy?

If you used a Mastercard for a purchase from a business that has filed for bankruptcy, you can file a disputed transaction with the financial institution that issued the card.

Typically, there is a customer service number for your financial institution on the back of your card card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

What should I do if the financial institution that issued my Mastercard says that Mastercard denied my dispute?

If your dispute case was denied, the financial institution that issued your Mastercard will be able to explain the reason.

Typically, there is a customer service number for your financial institution on the back of your card that you can call. You can always contact the Mastercard Assistance Center either toll-free at 1-800-Mastercard (1-800-627-8372), or collect from outside the U.S. at 1-636-722-7111.

What if my question isn't answered here?

If your question isn't listed here, we recommend you contact the financial institution that issued your card. Look for a customer service number on the back of the card. You can also contact the Mastercard Assistance Center toll free at 1-800-627-8372 or 'Collect' by dialing 1-636-722-7111. If you believe your question can only be answered by Mastercard, please submit your question here.