FREQUENTLY ASKED QUESTIONS LOAD N TRAVEL PREPAID CARD

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1 FREQUENTLY ASKED QUESTIONS LOAD N TRAVEL PREPAID CARD What is the LOAD N TRAVEL Prepaid Visa Card? It is a reloadable multi-currency prepaid card that enables you to pay for purchases, carry out online transactions or withdraw cash from ATMs. You can use the card at all merchant locations worldwide where Visa is accepted electronically, including shops, ATMs, restaurants, hotels, online and over the phone. This card is an EMV Chip Card which has enhanced security features. EMV chip card transactions improve security against fraud compared to magnetic stripe card transactions that rely on the holder's signature and visual inspection of the card. Key features and benefits The Card Account has the following features: You can create different currency wallets in your Card Account up to six (6) currencies. Each currency you select will be held in a different wallet. AED wallet will be provided to you by default. You may choose to have a maximum of five (5) other wallets from any of the following currencies: USD GBP EUR AUD CAD CHF SAR QAR KWD OMR BHD HKD SGD Transfer Available Balance from one wallet to another. Manage your Available Balance and currency conversions real time through the customer portal and contact center. Load funds to your wallets from any of our participating distribution channels in UAE. Use the card for transaction in a currency that is not offered by us (Visa will convert the currency at its own rate for which a currency conversion fee will be charged to you). Multi Sweep feature that enables you to complete the transaction in the event where there is insufficient Available Balance in the wallets primarily intended for the transaction by checking if the other wallets have a cumulative balance to complete the transaction. Mobile App & Self-Care Portal available online to view card balance, transactions, create/delete wallets and share funds between wallets. Page 1 of 5

2 What is the cost of the LOAD N TRAVEL Prepaid Visa Card? The cost of the card is only AED 30. Where can I buy the LOAD N TRAVEL Prepaid Visa Card? The LOAD N TRAVEL Prepaid Visa Card can be purchased from any of the Carrefour locations within UAE What is the eligibility for purchasing LOAD N TRAVEL Card? Following are the eligibility criterias to obtain LOAD N TRAVEL card: Resident of UAE with valid Emirates ID Eighteen years (18) of age or above Can I use the money instantly after I reload the LOAD N TRAVEL Prepaid Visa Card? Yes, you can use the card instantly after reload. Where can I use the LOAD N TRAVEL Prepaid Visa Card? You may use the card anywhere VISA is accepted in the UAE and around the world in shops, online and at ATMs for cash withdrawals. Where can I find the card expiry date for the LOAD N TRAVEL Prepaid Visa Card when I m shopping online? The GOOD THRU date mentioned on the front side of the card plastic is your card expiry date Where can I find the CVV / Security Code number on the Prepaid Visa LOAD N TRAVEL (for online shopping)? The CVV number is located at the back side of the card under CVV2. It is a 3-digit number. How many years is the LOAD N TRAVEL Prepaid Visa Card valid for? The card is valid for 3 years from the initial card load date Page 2 of 5

3 Do I need to activate the LOAD N TRAVEL Visa Card? Yes, once purchased, the card must be activated on IVR by calling Your card is ready for use immediately upon activation. You should call from the registered mobile number, enter the sixteendigit LOAD N TRAVEL prepaid card number & enter the Date of Birth in DD-MM-YY format. You would then be asked to set your 4-digit PIN of your choice after which the card would be activated and would be ready for use. What is the fee structure for LOAD N TRAVEL? Fee Schedule LOAD N TRAVEL Item Fee Dormancy 20 Inactivity 10 ATM Balance Inquiry - Domestic 1 ATM Balance Inquiry - Domestic Decline 1 ATM Balance Inquiry - International 2 ATM Balance Inquiry - International Decline 2 Reload Fee 5 ATM Withdrawal - Domestic 5 ATM Withdrawal Decline - Domestic 10 ATM Withdrawal - International 15 ATM Withdrawal Decline - International 10 Cross Currency Conversion 3.50% POS Decline - Domestic 2 POS Decline - International 5 MOTOECOM less than AED 30 1 MOTOECOM more than AED 30 0 Reissue/Replacement 30 Page 3 of 5

4 How can I check my available balance of LOAD N TRAVEL Prepaid Visa Card? You can check your balance through IVR by calling For checking your balance online, login into Cardholder portal and view your card balance. Is there a daily ATM withdrawal limit on the LOAD N TRAVEL Prepaid Visa Card? AED 2,000 is the maximum daily ATM withdrawal limit. How do I dispute or clarify transactions on my Card? We encourage you to retain all vouchers and transaction records received from merchants and ATMs and check all details and entries when reviewing transaction records on the Customer Portal and Call Center. In case any dispute arises, you should report the disputed transactions to us by calling the Call Center on within thirty (30) days of the transaction in question, failing which it would be construed that all transactions are in order and acceptable to you. Proof of the purchase transaction / amount withdrawn and a written summary of relevant information may be required. We will endeavor our best to address all your inquiries and complaints within sixty (60) days of receiving the same. Please note this time may be extended, if we decide to address your complaint under the Visa rules. What is Dynamic Currency Conversion? Dynamic Currency Conversion (DCC) is an optional service that is sometimes offered by retailers and ATM operators abroad, giving you the choice of paying in either the currency of the country you are visiting or the card wallet currency. It is preferred that you make a purchase or ATM withdrawal in the currency of the visiting country. Please note that there will be an additional cost, if the merchant transaction or ATM withdrawal is made in a currency, which is different to any of the available currencies in the card. What are the Pertinent Risks associated with transactions? The risks associated with the card include the following: Unauthorized transactions on the Card, for which you may be liable, can occur if the card is lost or stolen or your PIN or card details are revealed to any other person. It is your responsibility to inform us about such incidents immediately. Incorrect transactions, for which you may be liable, can occur if incorrect details are entered during the time of the transaction. You must ensure that the transaction details are correctly entered by the merchant. If our system, the website or the electronic network enabling the use of the card malfunction or is not available or there is a disruption in the services provided by our partners then you may not, for a period be able to use your card (including loading funds to your Card Account or completing a transaction MAFF will not be responsible for such occurrences. Page 4 of 5

5 If you hold insufficient Available Balance in a wallet of the currency in which you seek to make a transaction, then the transaction will be effected as per funds sweeping concept which means the system will check if the other wallets have a cumulative balance to complete the transaction. How do I register my card online in the self-care portal, create wallets and share funds between the wallets? Please click here to know the details. Page 5 of 5