Frequently asked questions for Seasons Visa Card

Strong Customer Authentication

 

Open Banking

 

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Applying for a card

 

How and what do I need to apply for a Seasons card?

You can easily apply for a Seasons card online. Go to https://secure.seasonstravelcard.com, click on the ‘apply now’ button and fill in the application form. You will need to make sure you have some recent identification with you (i.e. passport or driving licence) and a valid UK issued debit/credit card in order to complete your application. We do not charge a fee if you make an initial card load of £100 or more.

 

When will I receive my card?

You should receive your card within 10 working days. If you have not received your card within 10 days, please contact Customer services on +44 (0)333 202 3641.

 

What do I need to do when I receive my card?

You need to first sign the back of your card immediately. The letter that is sent with the card will guide you through the next stages of activation and retrieving the PIN. You can also refer to ‘How to activate my card’ and ‘How do I retrieve my PIN for the first time or if I have forgotten it?’

 

How do I activate my card?

You can activate your card via:

  • Your online account: go to https://secure.seasonstravelcard.com then ‘My Account’ then ‘My Cards’ and click the activate button next to the relevant card.
  • Seasons mobile app: by selecting the ‘My Cards’ option, clicking on the relevant card and selecting the ‘Activate’ option.
  • Telephone: +44 (0)333 202 3641, choose option 2 and follow the instructions. Please have your card and 8 digit account number handy. You can find this number when you log into your e-account or mobile app.

 

When can I start using my card?

You can start using your card as soon as it has been activated and funds have been loaded onto the card. Don’t forget to retrieve your PIN; you will need this for all your purchases and withdrawals from ATMs.

 

Can I order a further additional card when I apply for a Seasons account?

Yes, you can order a further card for a family member, partner or friend, provided that the additional cardholder is 13 years or over. You can request an additional card on your e-account when your card is active. There is a £5 fee for this additional card (only two additional cards per account are allowed). Please be aware that as the main cardholder, you are responsible for all transactions made on the account. All cardholders linked to this account will have access to the funds.

 

Is there a charge to open a Seasons account?

There is no charge if you make an initial load of £100 or more onto your card within 3 months. If the amount is less than £100 then a £5 charge will apply. Remember when you apply for your card, you automatically receive an additional free card.

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Loading your card

 

How do I load money onto my Seasons card?

You can payment money from your existing bank account(s) or have your wages or a loan paid onto your card. You will need to provide the following details to your employer or the company/person paying the money:

 

Account Name:Name on the account
Account Number:8 digit account number*
Sort Code:62-30-53
Bank Name:Natwest Bank,
Exchange Buildings,
High Street,
Skipton,
BD23 1JL.

 

* Available within your online account, mobile app or from Customer services following completion of application

 

Topping up via bank payment is free.

 

You can also top up your account by debit card. Just log on to your account and click on the Top-up menu.

 

After loading, how long does it take for the money to arrive on my card?

For payments into the account via your bank, we will load them on the day we receive the funds. You would normally expect the amount to clear within 3-4 working days, or if you are expecting a same day payment, this usually clears within 24 hours. Please be aware that we do not process payments on weekends or Bank Holidays. For cash payments via PayPoint, you will receive the funds within 36 hours. If you have any queries about any payment, please ring Customer services on +44 (0)333 202 3641.

 

Are there any loading limits?

The maximum load on your Seasons card at any time is £5000. You can load your card each time with a minimum of £10.

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Spending your money

 

Where can I use my Seasons card?

You can use your Seasons card wherever you see the Visa acceptance sign. This includes purchases online, by telephone, at ATMs, retailers, restaurants etc. However, you will not be able to use your card at Pay by Pump stations.

 

How do I find out about daily foreign exchange rates when I’m abroad?

We have provided on our website, an easy conversion tool for you to find out the exchange rate, when you make a transaction. Our conversion tool can be used for the majority of currencies. This will tell you the Visa rate + 1.0% for Europe, and +1.5% for International transactions (which is our mark-up). You will also be able to find a currency tool on our mobile app.

 

What charges do I incur when I withdraw from an ATM abroad?

For all withdrawals, there is a 1% charge on the amount you wish to withdraw. If you withdraw an equivalent of £100 or more then there are no additional fees. If you withdraw less than this amount then you will be charged an additional £1.

 

What is the maximum withdrawal from an ATM in a day?

The maximum you can withdraw is £300 including cashback (subject to the ATM providers own limits). Please make sure you have sufficient funds.

 

What charges do I incur when I use my card to buy goods and services?

For all purchases, there is a 1% charge (Europe) and 1.5% (International) on the value of the transaction.

 

What if I need to return an item I bought using my card?

The retailer will use the same return policy they have for any Visa card – this could be crediting your card, providing a cash refund or offering a store credit.

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Security, PIN and other card issues

 

How do I retrieve my PIN for the first time or if I have forgotten it?

You can retrieve your PIN via:

  • Your online account: by logging on to your account, then go to ‘My Cards’, clicking on the relevant card and selecting the ‘Retrieve PIN’ option.
  • Seasons mobile app: by selecting the ‘My Cards’ option, clicking on the relevant card and selecting the ‘Retrieve PIN’ option.
  • Telephone: +44 (0)333 202 3641, choose option 2 and follow the instructions. Please have your card and 8 digit account number handy. You can find this number when you log into your e-account or mobile app.

 

How can I change my PIN?

Changing your PIN can be done easily at most ATMs that display the Visa acceptance mark by selecting the 'Pin Services' option on screen. Please change your PIN before you travel abroad. PIN changes can only be done in the UK via ATM. You will not be charged for this service.

 

I have blocked my PIN, what should I do?

If you block your PIN in a shop you can unblock it at an ATM machine by selecting the ‘PIN Services’ option. If you block your PIN at an ATM, please contact customer services on +44 (0)333 202 3641 who will unblock it for you. Please remember that if you block your card when abroad, you will have to wait until you return home to unblock it. You can use your spare card in the meantime.

 

What if my card is lost or stolen?

If you lose your card or it is stolen, or you suspect that your PIN or password is known to an unauthorised person, you must tell us immediately either by logging on to your e-account to notify us or by calling +44 (0)333 202 3645 or via mobile app. Your card will immediately be cancelled and we will arrange for a new card to be sent to you. There is a £5.00 charge for reissuing the card and PIN. If you subsequently find the card, please don’t use it – cut it in half through the signature box, magnetic strip and CHIP.

 

What if I think that I have lost my card and need to place a temporary block?

Sometimes you may need to temporary block your card e.g. when you think you have lost your card. You can easily do this by:

  • Your online account: by logging on to your account, then ‘My Cards’ and click the block button next to the relevant card.
  • Seasons mobile app: by selecting the ‘Cards’ option, clicking on the relevant card and selecting the ‘Block’ option.
  • Telephone: +44 (0)333 202 3641, choose option 4 to speak to an operator. Please have your card and 8 digit account number handy. You can find this number when you log into your e-account or mobile app.

 

How secure is my card?

Seasons uses ‘Chip and Pin’ technology – which is one of the safest ways to take money overseas. Always make sure that you keep your card safe and do not let anyone else use it. Keep your PIN secret at all times and do not reveal it to anyone. It is also important to regularly check your account and if you notice anything suspicious, please contact us as soon as possible.

 

My card has stopped working – what do I do?

First, do a few checks:

  • Check you have sufficient funds;
  • Check your card is not damaged or has not expired
  • Ensure your card has not been blocked on your instruction;
  • Make sure you are using the correct PIN;
  • Check that you have entered the card number and other details correctly; and
  • Check that Visa is accepted as a method of payment in the place you are trying to use your card.

If it still doesn’t work, please contact customer services on +44 (0)333 202 3641.

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Managing your account

 

How do I sign into my online account?

Once your account is opened you will be sent an email with your username and password. You can then login via the ‘login’ button on this website at https://secure.seasonstravelcard.com.

 

How do I change my password?

You can change your password online by clicking on the ‘Profile’ page and selecting the ‘Change password’ option to the left hand side of the screen. You can also change your username, home address, phone numbers and email address. Alternatively, you can use the mobile app by selecting the profile option and then select the ‘Change password’ option.

 

How can I check my balance?

You can check your balance easily through your online account at https://secure.seasonstravelcard.com or via the mobile app. All you need is your username and password. You can also ring Customer services on +44 (0)333 202 3641 and choose option 1 to hear your balance. You will need your 16-digit card number and 8-digit account number.

 

A card transaction has been refunded, why is it not showing on my account?

It normally takes three to five working days for refunds to be received onto your account. Please contact Customer services if the refund does not appear on your account after this time.

 

How do I receive a statement?

You can be notified by email, which will confirm that your online statement is available to view via your online account. Paper statements are available on request for a small charge (see terms and conditions for more details).

 

How do I know when someone has put money on my card?

You can set up SMS alerts to advise you when you have received a payment into your account. These alerts are instant; you will receive them as soon as funds are received. To set up the SMS alerts, please go to your account, then ‘My Cards’.

 

What am I charged for using my card?

The charges for using your card are outlined within your Terms and conditions and can be found within your online account, by clicking on the ‘My Fees’ page. Your Terms and conditions including your fees can be viewed by clicking on ‘Terms and conditions’ at the bottom of the page when you are logged into your online account. You can print from your online account at anytime.

 

Will I earn interest on my card balance?

No, the balance loaded onto your card will not earn any interest.

 

Can I use my Seasons card to pay for everyday household bills?

Yes, Seasons is really adaptable. When you come back from holiday, you can still use your card for everyday bills. If you wish, you could set up standing orders or use our ‘envelope’ feature to help you budget for other expenses e.g. shopping, school trips, your next holiday etc.

 

What is the ‘Envelope’ feature and how do I use it?

Our ‘Envelope’ feature helps you to set money aside to pay bills or to save up for special occasions. Just log into your account and set up an online Envelope for each expense you wish to pay or save for. Seasons then reserves this money for you on your account - so there is no accidental overspend. You are in full control, so if you need access to money quickly, you can also release money back from Envelopes. Our Customer services can advise you if you are stuck, but they will not be able to log onto your account and do this for you.

 

Do I need to inform you of changes to my personal details?

Yes, please let us know as soon as possible if you change your name, address, telephone number, mobile number or e-mail address. You can do this by logging into your e-account and updating your personal details via your profile page or by telephoning our customer services team. Evidence of a name change is required (e.g. marriage certificate).

 

How do I close my Seasons account and cancel my card?

You can cancel your card up to 14 days from the date you ordered it. Your card is valid for 36 months but you can cancel at any time by calling Customer services (please see ’My Fees’ page for cancellation charges). Email us from your registered email address requesting cancellation. Cut up the card and return it to us. Any funds remaining on the account can be paid to a bank account of your choice prior to closure.

 

What’s included on my online account?

You can do the following on your Season e-account:

  • Activate and retrieve your PIN
  • View and print statements
  • Pay bills in the UK
  • Pay money out to your other bank accounts
  • Budget/manage money using our envelope functions
  • Set up standing orders
  • Request an additional card
  • Update your personal details
  • View your agreed Season account Terms and conditions
  • Report your card lost or stolen
  • Refer a friend

 

How do I make a complaint?

We aim to provide a high quality service that meets the needs and expectations of all our customers. We do, however accept that there may be occasions when you may feel dissatisfied. If this does happen, please tell us about it so we can correct this. We endeavour to resolve any matter as quickly as possible.

 

Please contact us by one of the following methods.

 

Telephone: +44 (0)333 202 3641 (standard rates apply)
Email: customerservices@seasonstravelcard.com
Post: Seasons
Navigation House,
Belmont Wharf, Skipton,
North Yorkshire, BD23 1RL.

 

Complaints will be acknowledged within 5 working days.

 

If we are unable to resolve your complaint to your satisfaction within 8 weeks you may contact the Financial Ombudsman Service at:

 

Telephone: 0800 023 4 567 (from landlines)
+44 (0)300 123 9 123 (from mobile phones)
+44 20 7964 0500 (Outside the UK)
Email: complaint.info@financial-ombudsman.org.uk
Post: Exchange Tower,
London,
E14 9SR.

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Using your Seasons mobile app

 

What is the Seasons mobile app?

You can check your balance, view recent transactions, manage your profile, email customer services and manage your card (including activating, blocking/unblocking, retrieving your PIN and reporting your card lost or stolen).

Other functionality available via your online account include requesting additional cards, managing SMS and email options, viewing previous statements, managing your envelopes and using the banking functionality to make payments by standing order and BACS for example to other people or organisations.

If you wish to contact customer services, you can email directly through the mobile app or call on +44 (0)333 202 3641 (standard rates apply).

 

How do I download and log onto the Seasons app?

Go to https://secure.seasonstravelcard.com and click on ‘Seasons mobile app’ and follow the instructions. Or you can go to Google Play store or App Store on your mobile, look for ‘apps’ and search for ‘Seasons’. It is free to download.
Once downloaded, the Seasons app is easy to use. All you need is your username and password.
If you have any queries, please call customer services on +44 (0)333 202 3641.

 

What is the website address I should use for accessing online banking on my mobile?

Go to https://secure.seasonstravelcard.com and click on the log-in button as you would do normally if you were on a laptop or tablet. You will need your username and password.

 

I can’t log in to my mobile app?

Please check if you have a signal, the correct password and username. If you are still struggling, please call Customer services on +44 (0)333 202 3641.

 

Who can I contact if I have a query about the Seasons app?

Please contact our Customer services department on +44 (0)333 202 3641 or email your query to customerservices@seasonstravelcard.com. You can also request a call back from our customer services through the mobile app.

 

What happens if I lose my phone or it gets stolen?

Contact your mobile phone provider and have your phone blocked immediately. No account information is stored on the phone. Please make sure you regularly change your password.

 

Should I do anything to secure my phone if I use the Seasons app?

No, you do not need to do anything as your account information is not stored on the phone. However, please make sure you log out each time you use your app.

 

Is there a charge for the app?

No, there is no charge for using the app, only your normal data usage costs apply, which are charged by your mobile network provider.

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How do I contact you?

 

How do I contact you?

Please contact us by one of the following methods.

 

Telephone: +44 (0)333 202 3641(standard rates apply)
Email: customerservices@seasonstravelcard.com
Post: Seasons
Navigation House,
Belmont Wharf, Skipton,
North Yorkshire, BD23 1RL.

 

Lost and stolen assistance
You can telephone our Lost and stolen assistance number on +44 (0)333 202 3645 (open 24 hours, 7 days a week). You can also go online to register your card as lost and stolen. Go to ‘My Cards’ and click the ‘lost’ or ‘stolen’ button next to the relevant card.

Strong Customer Authentication

 

What is strong customer authentication?

We are always looking to increase security on your accounts, doing more to protect you from fraud. Rather than simply logging in with a username and password, you will be also asked for a second factor to be strongly authenticated (SCA), when accessing your account or making payments online. This could be a one time passcode (OTP) sent by text to your mobile or authentication using your fingerprint or facial recognition (Biometrics) if enabled.

 

When will I need to use an OTP?

An OTP may need to be entered when completing an online transaction using your card or when logging in to your account. OTPs via text usually reach your phone within seconds.

Please always check the text describes your transaction. Never share your OTP with anyone.

If the wrong OTP is entered 5 times your account access will be blocked to protect your account from fraudsters and you will need to contact customer service on customerservices@seasonstravelcard.com or +44 (0)333 202 3641 to unblock your account.

We will not charge you for sending an OTP.

 

What to do if you receive an unexpected OTP?

If you receive an OTP when you're not making a transaction it may be attempted fraud. If someone phones and tells you to expect an OTP and asks you for it, don't!

Don't share any details about yourself or the OTP with anyone ever. Here are some examples criminals may use to try and persuade you to give them your OTP:


  • They need to refund your account or help you reclaim tax or benefits
  • They need to secure your account by moving money to another account
  • They need to stop a payment.

In such cases, call us immediately on +44 (0)333 202 3641

 

What if I do not have a mobile phone number OR an email address?

Please let us know by calling +44 (0)333 202 3641

 

What is a trusted beneficiary?

A trusted beneficiary is a person or business you have paid before, will be paying again and you know the payment details are correct. By marking them as 'trusted' we won't perform the Strong Customer Authentication (SCA) step for future payments unless you remove their trusted status.

 

What happens if I change my mobile number?

Once you have access to your new number, update your details in Your Profile online and enter your new mobile number. Make sure we always have your up to date contact details.

If you don't have access to your old mobile number, call us on +44 (0)333 202 3641.

 

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Open Banking

 

What is Open Banking?

Open Banking is a series of reforms to how banks deal with your financial information, called for by competition watchdog the Competition and Markets Authority (CMA). It comes alongside a regulation with the snappy name 'the second Payment Services Directive' (PSD2), which also came into force on 13 January 2018. Together they mean all UK-regulated banks have to let you share your financial data such as your spending habits, regular payments and companies you use with authorised providers offering budgeting apps, or other banks – as long as you give your permission. The idea behind these changes is that they'll bring more competition and innovation to financial services which, in turn, is hoped will lead to more and better products to help manage your money. For example, you could connect your bank account to an app that would analyse your spending and recommend a new product like a credit card or savings account to save you money, or sign up to a provider which displays all of your accounts with multiple banks in one place so you have a better overview of your finances.

 

What accounts does Open Banking apply to?

You'll be able to share your data for any 'payment account' you hold. This includes current accounts, credit cards, prepaid cards and some savings.

The rules only apply to accounts which can be accessed online, and you'll need to connect your online banking with the third party so it can get your data.

 

Who can I share my data with?

You need to be really careful when it comes to sharing your data, and don't just share it with anyone. You'll only be protected by your bank (if something goes wrong) if you share your data with an authorised company. These authorised third parties will be regulated by the Financial Conduct Authority (FCA) or another European regulator, and will appear on the FCA's Register, and/or the Open Banking Directory.

Providers authorised under Open Banking will offer two types of services, and need to have different authorisations for each of the following:

  • Account information services. These let you see all of your account information from different banks in one place and offer features such as budgeting help and product recommendations. This could include budgeting apps and price comparison websites.
  • Payment initiation services. These will let you pay companies directly from your bank account and not through a third party like Visa or Mastercard. This could include retailers and even tech companies like Amazon.

 

Do you provide Open Banking?

We offer Open Banking via the TokenOS platform (provided by Token.io Limited) which directly supports and interacts with third party providers (TPP’s) , offering a ‘gateway’ through which TPP’s can gain access to our system. This access is provided to approved TPP’s following a verification and testing process carried out by Token on behalf of us.

We welcome the opportunity to provide Third Party Providers with Open Banking access through this process.

 

What is a Third-Party Provider?

Open Banking allows you to use Third Party Providers (TPP) to make payments on your behalf or access your online accounts. Only with your consent can a TPP make payments directly from your online payment account. If you do not want to avail of these TPP services, you do not have to. We will not share your account information unless you have given consent to a TPP.

 

How will Third-Party Providers access my data?

This bit might get a bit technical.

Third parties will access your data through the use of application programming interfaces (APIs).

Put simply, APIs allow people's information to be shared, such as their location, preferences, or whether or not they're in credit. This kind of technology is already widely used by the likes of Facebook, Google Maps and Uber. For example, Uber might use Google Maps' API so it can work out where you and your driver are.

The Open Banking standards create a blueprint for banks and third parties to follow when using APIs, and there are security measures in place to keep your data safe. When you try to give a provider access, any relevant bank(s) will also check that it's on the list of approved third parties.

 

Do I have to register for Open Banking?

No, you do not have to register for opening banking.

 

How do I register for Open Banking?

You can register for open banking via a Third-Party Provider. Once you've given consent to a third party using open banking, you'll be redirected to your online banking login page where you’ll enter your security details directly - crucially, these details won’t be shared with the third party when you do this.

On receipt of your registration we will validate it to ensure they have your consent. We will also notify you of the registration.

 

Can I cancel my registration?

Yes, you can de-register via the Third-Party Provider or via your account with us.

 

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