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Frequently Asked Questions

Frequently Asked Questions

Can I send someone else to collect my TUI Travel Money order?

No, only the person that purchased the travel money is able to collect it. We will hold the currency in store for seven days to allow you to collect it on a day that is most convenient for you.

What is Dynamic Currency Conversion?

Some shops and ATMs abroad might give you the option to pay or withdraw cash in either the currency of the country you are visiting or in GBP Sterling. This is known as Dynamic Currency Conversion (DCC). If you’re using a pre-paid card, you should always pick to pay in the currency that’s loaded on the card for the country you are in. Otherwise, you’ll incur additional charges from the retailer or ATM. We have no liability for these fees.

I have more than one currency loaded onto my Multi-Currency Travel Money Card, will it always use the one for the country I am visiting?

Yes, the card will automatically use the currency of the country you’re visiting. But, if you run out of funds in that currency, it will start to transfer funds across from the next currency with the greatest balance available. There is a 3% charge if this is done automatically. To avoid this charge we recommend that you always make sure you have enough of the correct currency to cover the purchase, or transfer money across from other balances via MyAccount where these transfers don’t incur a charge.

 

 

What if I want to buy something and have enough in the overall balance to pay for it but it is split between a number of different currencies?

The transaction will still go through. The card will transfer currencies from the different balances into the correct currency to cover the cost of the purchase. There’s a 3% charge if this is done automatically. To avoid this charge, we recommend that you always have enough of the correct currency loaded onto your card, or transfer money across from other balances via MyAccount. The only time the transaction will decline is if there are insufficient funds.

 

 

I haven’t received my email confirmation for my Travel Money card, what should I do?

Please check your junk folder, as it may be there. If not, please contact the Customer Services team who’ll be able to request a duplicate for you.

 

 

I have tried to place an order online with TUI Travel Money but it keeps telling me it is unable to complete my transaction and to try again later, what should I do?

Please contact the Customer Services team on 0203 1300 133.*

*Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

What is the amount of currency I can order online with TUI Travel Money?

The minimum order amount is £100.

You can place a maximum of two orders per day at a combined total amount of £2,500. The maximum combined total order amount per person per year is £15,000.

I’m going on a day trip to a country with a different currency. I only have Euros on my Multi-Currency Travel Money Card, will the card use these?

The card will automatically transfer your Euros into the currency needed for purchases in a different country. There’s a 3% charge if this is done automatically. To avoid this charge we recommend that you always have enough of the correct currency loaded onto your card, or transfer money across from other balances via MyAccount as you won’t be charged for this.

Can I change the store that I collect my TUI Travel Money order from?

No, once the order has been placed and confirmed, the collection shop can’t be changed on the systems and it must be collected from the selected shop on your confirmation.

Can I choose the currency denominations when I order online at TUItravelmoney.co.uk?

No, you can’t choose the denominations that you receive, but we’ll always do our best to provide a mixture of small and large notes.

How can I withdraw money that’s left on my Travel Money Card?

If you’ve got any money left on your Travel Money Card when you get back from your holiday, you can convert the balance back to cash in a TUI Store. Please note only the primary cardholder can do this and you’ll need to take along photo ID, such as a passport or driving licence. Buy-back rates apply in store.

My passport and driving license don’t match the name on the card that I have paid for my travel money with, can I use these to collect my TUI Travel Money order?

You’ll need to take along a marriage certificate or deed poll in order to confirm your name and that it has been changed legally.

I have ordered the wrong currency online with TUI Travel Money – can I change it?

Unfortunately we’re not able to cancel or change your order once it has been confirmed.

Why have I been charged a cash advance fee with my order from TUI Travel Money?

Transactions for the purchase of foreign currency may be treated as cash advances by your card issuer, which results in an additional charge. This is not a charge made by us or TUI and we have no liability for these charges. Please refer to the terms and conditions of your card for more details.

Why can’t I find the currency that I need on the TUI Travel Money website?

If it’s a currency that isn’t listed in the drop down box, then it’s not available online. Your local TUI Store may be able to help.

I live in Northern Ireland or Jersey – can I order travel money from TUI Travel Money for collection from my nearest TUI store?

Unfortunately, at this time, only the home delivery service can be offered to customers in Northern Ireland or Jersey.

I ordered travel money from TUI Travel Money for home delivery but I wasn’t in to sign for it – what do I do?

If Royal Mail have tried to deliver your order they will have left a notification card detailing what you should do next.

What ID do I need to collect my TUI Travel Money currency order from a TUI store?

You’ll need to take along your confirmation number, the payment card used for the purchase and photographic ID, such as a driving licence or passport.

Why does the ordering system on TUI Travel Money round up my order?

Orders will be rounded up to the nearest smallest denomination available for the currency you have picked.

I have reloaded my Travel Money Card/bought an item but it isn’t showing, what do I need to do?

It can take up to 48 hours for the funds to clear. If it still isn’t showing after this time, then call 0203 1300 133.*

*Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

What is my MyAccount login?

If you’ve forgotten your login details you can reset them via MyAccount by clicking on ‘Forgotten user name’ or ‘Forgotten password’.

 

The rate has changed since I bought my travel money online with TUI Travel Money. Can I get the new rate?

Currency rates change on a daily basis, so the amount you receive will be at the rate on the day of purchase, as shown on your confirmation.

Can you tell me what my Travel Money Card balance is?

If you have a Multi-Currency Travel Money Card, you can view your balance by logging on to MyAccount or the TUI Travel Money app. If you have a Single Currency card – please call 0203 1300 133.*

*Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

 

 

How do I activate my second Multi-currency Travel Money card?

You’ll need to contact the Customer Service team on 0203 1300 133, as this can’t be done in-store.* You’ll need the activation code, which is printed on the letter underneath the second card. Please follow the automated messages to complete activation.

*Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

Is the second Travel Money Card linked to a separate account?

No, it’s linked to the same account and accesses the same funds.

I have forgotten my pin number for my Travel Money Card. What do I do?

You can reveal your PIN number on MyAccount. Alternatively, contact TUI’s Travel Money Card Customer Services team on 0203 1300 133. Standard call charges apply.

 

I’ve lost my Travel Money Card, what do I need to do?

Contact the Travel Money Card Customer Services team on 0203 1300 133 and they’ll cancel the card to prevent any further use.* If you have a Multi-currency Travel Money Card, they’ll be able to activate your second card so you can use that instead. If you have a Single Currency Card, they’ll try to arrange a Western Union money transfer if possible, or a replacement card.

*Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

I have ordered a new Travel Money Card and it still hasn’t arrived, what shall I do?

New Multi-Currency Travel Money Cards take up to two weeks to arrive. If it still hasn’t arrived after this time, then please contact 0203 1300 133.*

*Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

I am trying to reload my Travel Money Card but it keeps telling me it is an invalid number, what do I need to do?

Please make sure you’re entering the 10-digit number on the back of the card and not the long number on the front. If you’re still having trouble, please call 0203 1300 133.*

*Calls from UK landlines cost the standard rate, but calls from mobiles may be higher. Check with your network provider.

How long is my Travel Money Card valid?

You can find the expiry date on the front of the card.

Can I purchase Buy-back Guarantee?

At the moment, the buy-back guarantee is only available on travel money purchases made in TUI Stores and can be used up to the value of £200.

What do I do with my unused travel money?

You can return your unused travel money directly to a TUI Store and they’ll buy it back at the rate on the day. Please note, they can’t buy back coins or mutilated notes.

Who do I contact if there’s a problem with my Travel Money Card?

Please call TUI’s Travel Money Card Customer Services team on 0203 1300 133. Standard call charges apply.

What’s a Travel Money Card?

Our Multi-Currency Travel Money Card, in partnership with TUI, is a safe and secure alternative to carrying cash abroad. It’s a pre-paid card that you can load with up to eight currencies of your choice. You can then use the card to make purchases or withdraw cash all over the world.

Is there a maximum I can spend with the Travel Money card?

The maximum 24-hour ATM withdrawal limit is £500 and the max individual spend is £2,000. The maximum spend per year on a Multi-Currency Travel Money Card is £30,000 and maximum ATM withdrawal per year is £10,000.

How much does it cost to transfer currencies on the Multi-Currency Travel Money Card?

There’s no charge to transfer currencies – transfers are done at the currency exchange rate on that day. You’ll be given a quote for the exchange before you have to confirm.

How much does it cost to load currency onto the card?

There is no charge to load currency onto the card, except if you load GBP where there is a 2% load fee charge. Currency is loaded onto the card at the exchange rate on the day.

Sales Enquiries

If you are thinking of booking a holiday or just need some general advice, call:

Call centre opening times

After Sales

If you have already booked a holiday and need to contact us, call:

Call centre opening times