Frequently Asked Questions
The currency I require is not listed.
Travelex offers most currencies online. However, if the currency you require is
not listed, please contact your local Simon Malls branch.
Can I select the currency denominations I receive?
Travelex does not currently offer this option.
Will you charge me for placing an order?
No, Travelex will not charge you an ordering fee. When you order your currency,
a full breakdown of costs, such as delivery fees, will be shown on the right-hand
side of the page and confirmed by e-mail. Your card issuer may apply separate charges,
such as cash advance fees, to your order. Please contact your card issuer directly
Can I get online rates in a Simon Malls branch?
The rate is an exclusive online rate, only available for online orders.
What methods of payment do you accept?
You can pay for your order using Visa or MasterCard credit and debit cards.
Will I receive order confirmation?
Yes. We will e-mail confirmation to the e-mail address provided, as soon as we obtain
payment authorization from your card issuer.
My order was successful. Why haven’t I received a confirmation e-mail?
If your confirmation e-mail has not arrived after five minutes, please check your
junk-mail box. Refer to your e-mail settings to mark Travelex e-mails as acceptable.
If you ordered using a company e-mail address, our e-mail may have been blocked
by your company.
Why has my order been rejected?
For security reasons, Travelex is not permitted to inform you of the reason your
order was rejected. Please call us at 877-414-6359 to complete your order.
My order was rejected, but I checked my bank account and it shows that you withdrew
If your order was rejected, the funds available in your account may have decreased
by the value of your order, but you have not made a payment to Travelex. Instead,
your card issuer has provided Travelex with authorization to take the funds and
placed those funds on hold. These funds are usually released within 30 working days,
depending on your card issuer. Please contact your card issuer for more information.
Is the Travelex website secure?
The Travelex website employs the latest 128-bit encryption technology to ensure
that any information submitted through the website is secure. You can check our
security settings by clicking on the padlock sign which can be found on the bottom
right-hand side of most of our web pages.
How does Travelex handle my personal information?
All personal information you provide when using the website is handled in accordance
How can I see what information you collect?
I received an e-mail from Travelex asking for personal details. What should I do?
If we email you, we will never ask you to click on a link that directs you to enter
or confirm security information. If you are in doubt regarding the authenticity
of an e-mail appearing to be from us, telephone our customer service team
immediately for clarification.
What delivery options do you offer?
Orders can be placed up to 21 days in advance of your selected delivery date. Choose
from one of three delivery options:
- Standard delivery - Delivery before 5 p.m., Monday through Friday.
Delivery takes 2 working days or more.
- Priority delivery - Delivery before 5pm. of the next day.
- Saturday delivery - Delivery before 12 p.m. on Saturday. Next-day
Please see the “What is the cut-off time for next-day delivery?” section
below for further details.
What is the cost of delivery?
- Standard delivery - $10.00
- Priority delivery - $12.00
- Saturday delivery - $30.00
Orders received before 4 p.m. EST are eligible for next-day delivery with the following
- Your order must first pass our security checks.
- Next-day delivery may not available on national and some state holidays.
- Next-day delivery is not available in Alaska and Hawaii, due to their location.
Are there any states that you do not deliver to?
The Cash Passport can’t be delivered to Alabama, Alaska, Arkansas, Connecticut,
Florida, Idaho, Maine, Nevada, New Jersey, North Dakota, Vermont, Wisconsin or Wyoming.
Can I track my order?
Since you select your delivery date when placing your order, Travelex does not offer
What do I do if my order is not delivered on the date I selected?
Please contact our
customer service team.
Can I change my order once it has been placed?
Travelex understands that travel plans can change, so we will do our best to amend
your order. Changes cannot be guaranteed (for example, if the order has already
been dispatched for delivery). If you need to change your order, please contact
customer service team.
Can I cancel my order once it has been placed?
Click here for full details of our cancellation policy.
How do I register my Cash Passport?
Please visit www.cashpassportcardlogin.com/?id=2034 and click on “sign
up”. Enter the primary card number on your Cash Passport. If you have more than
one card, ignore the last digit on each and choose the card with the lowest number:
that is your primary card. Once you’ve signed in, you can view your transaction
history, change your PIN and manage your account.
Reloading your Cash Passport
You can reload your Cash Passport online, click here. Please ensure that
you have provided Travelex with your full details before attempting your online
reload. This will have happened when you purchased your card or by calling 1 (954) 838-8294. If in doubt, please contact us on 1 (954) 838-8294.
How can I check my balance and transactions and change my PIN?
Manage your account on www.cashpassportcardlogin.com/?id=2034 as soon as you’ve
registered online, or call one of the card services numbers on the back of your card.
What if I’m asked for a six-digit PIN?
In some European or Far East locations, you may be asked for a six-digit PIN. If
the ATM has been set up correctly, you can still use your four-digit PIN.
Please note: if you make three invalid PIN entry attempts, your
Cash Passport will be blocked for 24 hours as a security measure. Get it released
at any time by calling the global emergency assistance helpline.
What if my card is declined?
This should only happen when you don’t have enough money on your Cash Passport to
cover your purchase. You can use your balance to make a partial payment. Some retailers
may require your card to have an available balance greater than the purchase amount
before they will authorize the payment.
Can I get cash back with my Cash Passport?
When my Cash Passport expires, what should I do?
You can either:
- Transfer your account and any funds to a new Cash Passport, or
- Cash out the balance and close your account.
For more frequently-asked questions, please visit Cash
How will you use my personal data?
Your personal data will be used to process your order, including identification
and security checks. We will also use your information to let you know about future
Travelex deals and offers, unless you tell us not to.
How do I stop receiving marketing from Travelex?
You can opt out of marketing communication when you place an order. If you wish
to opt out in the future, follow the instructions included in all marketing communications.
Will my data be shared with other companies for marketing purposes?
Under no circumstances will your personal data be shared with third parties for
How do I provide feedback?
Travelex appreciates your feedback on our service. Please click here to send your feedback.