Frequently Asked Questions
Placing an Online Order
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 Mountain West Bank 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 for details.
Can I get online rates in a Mountain West Bank 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 American Express,MasterCard and Visa 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.
My order was rejected, but I checked my bank account and it shows that you withdrew money. Why?
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 10 working days, depending on your card issuer. Please contact your card issuer for more information.
Security and Privacy
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?
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 two 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.
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
What is the cut-off time for next-day delivery?
Orders received before 4 p.m. EST are eligible for next-day delivery with the following exceptions:
- - Your order must first pass our security checks;
- - Next-day delivery may not available on national and some state holidays; and
- - Next-day delivery is not available in Alaska and Hawaii, due to their location.
Can I track my order?
Since you select your delivery date when placing your order, Travelex does not offer this option.
What do I do if my order is not delivered on the date I selected?
Please contact our Customer Service Team .
Changing an Order
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 our Customer Service Team .
Cancelling an Order
Can I cancel my order once it has been placed?
Click here for full details of our cancellation policy.
Multi-Currency Cash Passport™ Prepaid MasterCard®
How do I purchase a Cash Passport Card?
It’s easy – purchase your Cash Passport card here on our website.
What’s the difference between a Chip & PIN card and my regular credit card?
Here in the United States, the credit card industry continues to use the magnetic stripe technology (this is the black stripe you see on the back of any credit or debit card). Sometimes international travelers report acceptance issues abroad using their current credit and debit cards. The Chip & PIN technology allows for wider acceptance abroad. Further, your personal information is not on the Cash Passport, reducing the risk of identity theft if your card is lost or stolen.
What currencies can I load on my Cash Passport Card?
At this time you’re able to load Euros, British Pounds, Australian Dollars, Japanese Yen, Mexican Pesos and Canadian Dollars. We’ll be adding even more currencies in the near future. Select from the appropriate drop down to the right to quickly purchase or reload if you already have an existing Multi-Currency Cash Passport™ Prepaid Mastercard®.
How do I replace a lost or stolen card?
If your card is lost or stolen, contact Cash Passport Customer Services immediately at 877-856-2471 so they can cancel the lost or stolen card and provide you with a free* replacement. Rest assured that your balance is PIN protected and you can still access those funds with either your replacement or secondary Card.
How do I cash out my card?
If your trip is over and you don’t plan on taking another one any time soon, you can cash-out your card to get the remaining balance returned to you. There are a few different ways to withdraw your remaining balance (fees may apply):
- - Use an ATM that accepts Debit MasterCard (assuming it’s within the ATM’s issuing limits)
- - Call the number on the back of your card (877-856-2471) and speak to a representative.
How do I find out my balance?
Simply go to My Account, register and you’ll be able to see your Cash Passport Card balance right away – you can also review recent transactions. In addition, you can call the number on the back of your card to use our automated balance service.
You can go online or call the number on the back of your card for balance inquiries to ensure you receive the most accurate and up-to-date information.
What is my PIN number?
You can call the number on the back of your card (877-856-2471) and use the Cash Passport automated service to access your PIN number.
Use of Personal Information
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 marketing purposes.
How do I provide feedback?
Travelex appreciates your feedback on our service. Please click here to Contact Us .