Just A Bank

• How much does my JB Maestro® Prepaid Card and eccount cost?

  It costs only £9.95 to buy the JB Maestro® Prepaid Card and eccount.

• What tariffs are available?

When you buy your eccount and prepaid card you can choose from three tariffs – Pay Weekly, Pay Monthly or Pay As You Go.

• Pay Weekly

  
  When you choose the Pay Weekly tariff, you pay a flat rate of £1.50 per card on your eccount per week, however you do not pay any fees when making purchases and ATM withdrawals are charged at only £1. If you travel abroad, your purchase transactions remain free and unlimited and ATM withdrawals are only £2.25.The first £1.50 weekly fee will be deducted when you initially Top-up your JB eccount/Card. Thereafter, the monthly fee will be deducted every month on the anniversary of your eccount activation date. For further details, please contact the JB Card Team.

• Pay Monthly

When you choose the Pay Monthly tariff you pay a flat rate of £6 per card on your eccount each month, but you don’t pay any fees at all for purchase transactions, and ATM withdrawals are only 50p. If you travel abroad, your purchase transactions remain unlimited, and ATM withdrawals are £2.25. The first £6 monthly fee will be deducted when you make the first Top-up into your JB eccount/Card. Thereafter, the monthly fee will be deducted every month on the anniversary of your eccount activation date. For further details, please contact the JB Card Team.

• Pay As You Go

When you choose the Pay As You Go tariff, you pay a fee for each purchase and ATM withdrawal you make, which is automatically deducted from your card balance on top of the amount that you’ve spent or withdrawn. The fees are 2.95% per purchase transaction; the minimum you’ll pay is 50p and the maximum is £1.50 and 1.5% per ATM withdrawal; the minimum you’ll pay is 99p, and the maximum is £1.50. If you travel abroad the fee is still 2.95% on purchase transactions, and the ATM fee is £2.25.

• JB Plus

When you choose the JB Plus tariff, you pay a monthly fee of £12 per card. Purchase transaction fees are free of charge and ATM withdrawals cost only 50p in the UK and £2 abroad. You will also benefit from having free and unlimited standing orders and direct debit payment services (£2 provisioning charge applies per direct debit set up) and free Mobile eccount service, allowing you to manage your money direct from your mobile phone - on the go!

Please note that a £5 fee applies to change tariff once you have already signed up.

• Will I pay any fees if I do not use my Pay As You Go card/eccount?

  
  If you do not use your PAYG card/eccount for a period of 30 days or more, you will incur a £1 admin fee the following month and every month thereafter until your eccount becomes active again.

  Where can I find a list of the fees I will be charged?

• You’ll find the fees & charges listed here on the website, in our welcome guide and in our terms and conditions. You can also call the JB Card Team for a copy.

• Will I be paid interest?

  Your JB Card is a prepaid card and subject to e-money regulations, interest is not paid on this product.

• Activating your JB Maestro® Prepaid Card and eccount

  
  All you need is proof of identity and your home address to activate your JB  Card and eccount. There are no credit checks and no awkward questions to answer.

  
  Simply choose from one of the two following options:-
  

  1. Confirm that you’re personally registered with at least two of the following:-
  • Home landline telephone number
  • Full UK Driving Licence number
  • That you’re registered on the Electoral Roll 

  Or
   

  2. Supply a copy of the photo page of you passport

  
  All nationalities are welcome. Some older style passports may require certification – Call the JB Card Team for an activation form with details.
   

  Other options
  If you’re unable to provide the information required, don’t worry, we may still be able to confirm your identity using other documents you may have, such as birth or marriage certificates, utility bills or benefits entitlement letters. Please call The JB Card Team on 0844 855 2164 or +44 (0)20 7078 2164 if calling from a mobile or overseas for more details.

  
  When you receive your JB Card and eccount through the post, you can retrieve your card PIN by following the instructions in your welcome letter, then just Top-up and it’s ready to use.
   

• How do I get an additional JB Card for myself, for a family member, dependant or friend?

  It’s as simple as logging-in online, buying and activating it. You can add one additional card to your eccount. The additional card will be delivered to the primary cardholders address. Find out more about adding an additional cardholder/card by clicking here.

• How do I get my PIN?

  Just call our secure automated PIN retrieval service and follow the 5 easy steps:

  1. Call 020 7070 4902 or +44 (0)20 7070 4902 if calling from a mobile or overseas.
  2. Enter your eccount number 
  3. Enter the last 4 digits of your card number 
  4. Enter secret number supplied during registration 
  5. Memorise the PIN that is read out by our automated system.
      

• Can I change my PIN?

  Once you have received your card, you can change your PIN to one that’s easy to remember. This is easily done at most ATMs in the UK. All you do is insert your JB Card and enter the PIN you obtained from our PIN retrieval service. If the PIN change option is on offer at the ATM you’re using, the instructions will pop-up on the screen.

• How do I Top-up my JB Maestro® Prepaid Card/eccount?

We’ve made topping-up as simple as possible. You can Top-up with cash at any of the 2,000 selected high street bank branches using your JB paying-in-book (please contact the JB Card Team to request a paying-in-book or request one at the time of purchase-a £5 charge will apply), with cash at over 14,500 Post Office branches, or at any of over 19,500 PayPoint locations– see the PayPoint Top-up locator on the Locators page. Top-up online using a debit card or by bank transfer or have your salary/wage or benefit payments made directly into your eccount/card. Cheques can also be used to Top-up yourJB eccount/Card. To Top-up by debit card you must register your card details with us, please contact the JB Card Team to do this.

• What is my maximum card/eccount balance?

The maximum combined balance of your card/eccount is £3,000.

• Will I be charged for additional paying-in books?

  Paying-in-books cost £5 and can be used to Top-up with cash at high street bank branches - please call the JB Card Team to request this.

• Can my employer pay my salary/wage payments directly into my eccount/card?

  Yes, they can and it’s a great way to Top-up your eccount/card, knowing that your earnings are secure. Simply use the Salary/wage Payment Form sent to you in your welcome pack, log-in to your eccount online ad download a copy or call the JB Card Team to request one. Complete the form and hand it to your employer.

• Can I set up standing orders from my eccount/card?

You can set up one or more standing orders from yoru eccount/card if you need to pay a set amount on a regular basis to a bank account. You can set up standing orders quickly online by logging into your eccount, selecting the 'More services' tab and then the 'Standing Order' tab or alternatively contact JB Card Team and they will email you with a simple form to complete.

To contact the JB Card Team, simply call us on 0844 855 2164 or +44 (0)20 7078 2700 if calling from a  mobile or overseas.
 

• How can my JB Maestro® Prepaid Card help me to Manage and control my spending?

  
  Use your JB Prepaid Card and eccount to help you to manage and control your spending. Top-up your eccount/card with the money and allocate to your card as required, with the peace of mind that you cannot spend more than you have topped up with.

• How can I use my JB Card to make payments? 

Your JB  Prepaid Card can be used to make payments in exactly the same way as a debit card - it's simple! You can even set up standing orders from your eccount/card to a bank account to pay a set amount on a regular basis. 

• Why is my JB Card not being accepted at some of the merchants?

If your JB Card s not being accepted by certain merchant terminals, giving an error message of “invalid card”, this is because the card selected by the merchant has been defaulted to "Maestro". Instead, for JB Cards, "Maestro UK" should always be chosen when completing the transaction on the terminal.

• Can I use my JB card for cashing cheques?

You can now Top-up your JB Card/eccount by sending us your cheques. Simply complete the Cheque Deposit Slip - click here to download, and send in an envelope along with your cheque to:

Please always remember to include your 9 digit eccount number on the reverse of your cheque in order for it to be preocessed correctly. Click here to find out more

• Can I use my card to Withdraw Money?

You can use your JB Card to withdraw money from over 1 million ATMs worldwide, 24 hours a day, wherever you see the Maestro Acceptance Mark.

Simply insert your JB Card into the ATM and follow the instructions on the screen.
Click here for our ATM locator.

• What are the minimum and maximum withdrawal limits?

You can withdraw up to £250 a day from an ATM or up to the maximum country limit allowed – whichever is the lowest. The minimum withdrawal in the UK is £10. The minimum amounts vary in countries outside the UK.

• What are Pending Transactions? 

Pending Transactions (sometimes called Outstanding Authorisations) are taken into account when calculating the amount you have available to spend on your JB Card.

• What is a Pending Transaction?

A Pending Transaction is a temporary charge held against your eccount (your available funds) relating to:

1. A transaction (purchase or cash withdrawal) you’ve made using your JB Card, which has been authorised for payment, but has not yet reached your eccount.

2. 'Reserved' funds requested by certain retailers. (e.g. upon check-in, some hotels take your JB Card details for an 'authorisation transaction' that reserves enough funds to cover your bill).

3. A payment or cash withdrawal you’ve made to your eccount which has not yet cleared.

• What happens to a pending Transactions?

  The Pending Transaction will either turn into a finalised transaction (purchase) or will be removed automatically within 14 days.

   

• Do I need to do anything if i have a pending transaction on my eccount?

No. Having a Pending Transaction on your eccount is a normal part of the process by which a purchase is charged to your eccount. However, if you think the Pending Transaction may relate to fraudulent use of your card please call us straight away.

• Will my Chip and PIN card be widely accepted abroad? 
  

Yes, your card will be accepted abroad. Note: most merchants throughout Europe should be able to accept a Chip and PIN card by 2010. As many cards issued in the USA are Magstripe cards only, ie. do not have a Chip, you may be asked to sign for your purchase without entering your PIN. Merchants may also require some form of photographic identification (eg. passport) before accepting your card.

ATMs in America accept PIN verification for both Chip and PIN and Magstripe cards.

• How do I check the money available on my JB Maestro® Prepaid Card?

  If you have registered your mobile number with us, text BAL to 80777 or + 7781 474 776 if texting from overseas and receive a text with your available balance on it.  You can also check your balance online or by calling our automated service on 0871 220 6420 or by using the Moble eccount service direct from your mobile phone.

  Checking balances on other cards you may have on your eccount is easy too. Simply text BAL and the last 4 digits of the card number to 80777 or +77 81 474 776 if texting from overseas. Your mobile number must be registered to the additional cards to check their card balance by text. To register your mobile phone number to your card, please contact the JB Card Team on 0844 855 2164 or +44 (0)20 7078 if calling from a mobile or overseas.

  It’s a good idea to keep checking the balance of your JB eccount and cards so you are aware when funds are low and you need to Top-up.

  Money is automatically distributed from the eccount to the primary card, to change these settings simply login online. You can hold money off your card(s) in the eccount, distributing just what you need to your cards, this is a really great way to ensure you keep your money secure but also a good way budget. 
   

• How are my transactions authorised?

  Retail outlets request authorisation via Maestro® who will verify that you’ve enough money available on your JB Maestro Prepaid Card that you hold with us. If there isn’t enough on your JB Card, the transaction will be declined. If approved, the money is paid over to Maestro from the eccount for settlement to the merchant. At all times, only you or an authorised user can see your JB eccount balance.

• What if I want to cancel a transaction or JB Card authorisation?

If you decide to cancel a transaction that has already been authorised, it may take a few days before your money can be cleared for use on your card again. In the meantime, you won’t be able to use that money for other transactions.

If you are on the PAYG tariff, you will be charged a fee of 2.95% (min 50p, max £1.50) for a refund transaction. Pay weekly and pay monthly customers will not be charged.

• When are transactions declined?

  Transactions can be declined if the retailer can’t verify online that you’ve enough money in your card/eccount to cover the value of the transaction – including applicable charges – that you’re making.

• A safe alternative to cash

  One of the great things about the JB Maestro® Prepaid Card and eccount is that it provides security and peace of mind as it's not connected to a bank account. You can store money off your cards in your eccount and move across as required, helping to reduce the risk of fraud. Using your JB Card is also safe alternative to carrying cash.

  We do however recommend that you take as much care of your card as you would with your cash.

• Your PIN

  • Memorise your JB  Card Personal Identification Number (PIN).
  • Never write down your PIN or store it in the same place as your card.
  • Don’t reveal your PIN to anyone.
  • If you suspect that someone else knows your PIN, contact us immediately and we’ll issue you with a new one.
  • For additional security, when using a cash machine, shield the screen and keypad.

   

• Online security

  Internet shopping is more secure when using your JB Card and eccount as it is not attached to a bank account. For greater peace of mind, you can even add an additional card to you eccount to use for online shopping and transfer small amounts of money from the eccount as required. 

  You should never give out your PIN when buying online. Also, never shop on a site without a secure site certificate and be certain that the locked yellow padlock indicator is shown.

• In-store

  You can use your JB Card at over 9 million locations worldwide displaying the Maestro Acceptance Mark. If you’re entering your PIN to pay for goods or services, be careful and shield the keypad for additional security.

• Lost or Stolen

  If you lose your card or it’s stolen, don’t worry. Simply call us immediately on 0845 241 4278 or +44 20 7101 6599 if calling from a mobile or overseas. We’ll block or cancel your JB Maestro Card and issue you with a replacement within 7-10 days.

  You can also send us a text with LOST or STOLEN to 80777 or +44 7781 474 774 if texting from overseas to report your card lost or stolen. This card service is available if you have registered your mobile number with us. To register you mobile number to your card please contact JB Card Team.

• Peace of mind

  For your peace of mind, your card is PIN protected. You shouldn’t reveal your PIN to anyone.

  You will never be asked for your PIN by JB Card Team.

• Phishing

  We will never send an email to a customer requesting security or any other confidential information about the JB Card. If you receive an email claiming to be from JB or Newcastle Building Society (NBS) with a link to what appears to be the JB Card or NBS website, do not enter your personal or eccount details. JB Card and NBS are in no way involved with this email and the website doesn’t belong to us or NBS. Never reply to any such emails or disclose any personal information on such websites.

  If you think you’ve received a fraudulent email that looks like it’s from JB Card or NBS, please forward the entire email including the header and footer to security@eccount.com and then delete it from your email account.

• How safe is my money?

  The Financial Services Compensation Scheme does not apply to the JB Maestro® Prepaid Card. No other compensation schemes exist to cover losses claimed in connection with the JB Card. So, in the unlikely event that Newcastle Building Society becomes insolvent, your funds may become valueless and unusable, which means that, as a result, you may lose your money.

• What do I do when my JB Card expires?

  We’ll be in touch, before the expiry date on your card, to confirm whether you require a FREE replacement card.

• How do I close my eccount?

  Simply call the JB Card Team.

• Any questions or queries?

  If there’s anything else you’d like to know about the JB Card, just contact the JB Card Team on 0844 855 2164 or +44(0)20 7078 2164 if calling from a mobile or overseas.

• When can I contact the JB Card Team?

  You can contact the JB Card Team 24 hours a day by sending an email to jbcardteam@jbprepaidcard.co.uk or alternatively call between 9am and 6pm 7 days a week.
   

• Am I charged for contacting the JB Card Team?

  Calls to the JB Card Team will be charged for by the service provider that you use to make the call - some calls however may be free on certain tariff plans.

For your call charges, please check with your service provider.