Travel Money FAQs

  1. My Sainsbury’s Bank Multi-currency Cash Passport™ Mastercard® has stopped working, what should I do?


    We are pleased to update you that the temporary suspension of services provided by Wirecard Card Solutions Ltd, implemented by the Financial Conduct Authority (FCA) has now been lifted.

    You are now able to use your card as normal for loads, reloads, spend and withdrawals.

    Rest assured there is no action for you to take or any need to call us at this time. Please click here for cardholder FAQs.

    Thank you for your patience and we apologise for any inconvenience you have experienced as a result of the temporary suspension.

  2. Is my local Travel Money bureau open?


    All Travel Money bureaux are temporarily closed due to current travel disruption, and so that we can focus on serving food and other essential items in our busy stores.

  3. My holiday’s been cancelled, can I get a refund for the currency I bought from you?


    We will refund travel money which you have previously purchased from us at the rate you bought it. All of our in-store bureau are now closed, please call our Customer Service team on 0345 355 2463 to arrange a refund. Make sure you have your proof of purchase to hand.
    Lines are open 24 hours a day, 7 days a week (except Christmas Day). Calls are charged at local rates from landline and mobiles.

  4. I need to speak to someone about currency I have bought, how can I get in touch with you?


    Please call our Customer Service team on 0345 355 2463.
    Lines are open 24 hours a day, 7 days a week (except Christmas Day). Calls are charged at local rates from landline and mobiles.

  5. I need to transfer money abroad with Western Union, can I still do this?


    You can’t use the Western Union service to transfer money at our travel money bureaux at the moment, please visit wu.com to find an alternative agent.

  6. Can I still buy currency?


    No.  You can’t buy currency from us in store, online or by phone at the moment.

  7. Can I still get a Multi-Currency Cash Passport?


    Yes you can order a Sainsbury’s Bank Multi-currency Cash Passport™ online for home delivery only.

  8. Can I still top up and use my Multi-Currency Cash Passport™?


    Yes you can still top up your Cash Passport online or on the app, and use it wherever you see the Mastercard Acceptance Mark.

  9. I have a complaint, who should I contact?


    If you wish to make a complaint, please call 0345 355 2461.
    Lines are open 8am–10pm, Mon–Fri and 10am–8pm, Sat–Sun.  Calls are charged at local rates from landline and mobiles.