Ukash

• What is Ukash
• Where to get
• Where to spend

• Ukash home /
• FAQs

FAQ quick jumpWhat's Ukash? Who are Ukash? Why do people like using Ukash? Where can I get Ukash?How can I keep my Ukash safe? How does Ukash work? Where can I spend Ukash? Who can use Ukash? Do I need to register? Does it cost me anything to use Ukash? Does Ukash pay interest on my Ukash? Will I be asked for any additional personal information when I use Ukash on the internet? How does Ukash stop under-age transactions on adult sites? Can I replace an Age Restricted voucher with an Unrestricted (18+) Voucher?Can anyone else use my Ukash? Does Ukash have an expiry date? My Ukash is being rejected, what should I do? How many Ukash vouchers can I spend at one time? How many Ukash vouchers can I get at one time? How is Ukash regulated? Can I get change from my Ukash? I have some smaller value Ukash as a result of paying via Ukash - what can I do with them? I have a larger value of Ukash and I want to split it into smaller values – what can I do? What happens if I lose my voucherI’ve lost the details of my new voucher after using the Combine, Split or Convert toolCan I get a refund on my Ukash voucher? How does using Ukash affect my consumer rights when I buy online? How do I contact Ukash? Can I access UkashOnline from anywhere?How will I receive my UkashOnline voucher?How many UkashOnline voucher orders can I have outstanding?What’s the maximum value of vouchers I can order?Who does the email come from?Who are Citadel Commerce?Do I have to pay to get Ukash online?What is the Citadel Payment Assistant?Do I need to register?How will the transaction show on my bank statement?Can I order more than one voucher per day?How soon will I get my first order?Am I restricted on the value of my first order?Can I use UkashOnline on a Mac or with Linux?When will my voucher limit be increased?

• What's Ukash?

  Ukash has been designed for people who want to use cash rather than a card when buying goods and services on the internet. Spending Ukash is like spending cash. You don't need to be a certain age. You don't need to register. And there's no chance of anyone accessing your financial details.

   

• Who are Ukash?

  We are a forward-thinking group of people who know cash is indispensable and have created a widely available and easy way to pay online with cash. We're UK-based in the City of London and have been operating since 2001.

  Our parent company is called Smart Voucher Ltd., which is authorised and regulated by the Financial Services Authority in the United Kingdom as an electronic money institution.

• Why do people like using Ukash?

  They don't need a card, bank account, to be a certain age or to register. They don't have to give any financial details and their purchases remain anonymous. Ukash is easily available from many local shops and will shortly be available online. Getting and spending Ukash is almost instant - there's no waiting.

• Where can I get Ukash?

  To see where you can get Ukash near to you, simply go to find Ukash.

• How can I keep my Ukash safe?

  Click here to see tips on protecting your Ukash and avoiding fraud

• How does Ukash work?

  Pay cash for a Ukash voucher in your local shop or online via bank transfer (coming soon). Then use the unique Ukash PIN to pay for goods and services online.

  Getting Ukash is instant - there's no waiting for cards to arrive or lengthy registration. Spending Ukash is just like spending cash - safe, quick and easy. Plus you can even get change if you spend less than your Ukash value.

  If you want to make it easier to get Ukash, simply print off a coupon and take it to your local shop. The coupon has instructions for the shopkeeper on how to sell you a Ukash voucher.

• Where can I spend Ukash?

  You can find links to the ever-increasing number of websites accepting Ukash for payment at where to spend Ukash

• Who can use Ukash?

  Anybody can use Ukash. It is the payments product that means internet commerce is available to everyone.

• Do I need to register?

  No. Just get Ukash from your local shop or online and then use at one of thousands of websites. If you decide to register then you will get access to a range of other tools and benefits - but you don't have to. You are in control. Please note, though, that some websites may require you to register with them to use their services.

• Does it cost me anything to use Ukash?

  No. You can spend your exact Ukash value - there are no charges or fees deducted. It's just like paying online with cash. Please note, though, that some websites or e-wallets may levy charges that are not controlled by Ukash.

• Does Ukash pay interest on my Ukash?

  No. Ukash is not a bank account - it's a convenient way to pay with cash online.

• Will I be asked for any additional personal information when I use Ukash on the internet?

  No. You don't have to supply any personal information to use Ukash. You can choose to register with us if you want to gain access to multiple tools and other benefits. In some circumstances, you may want to get change from a voucher. If so, you'll only need to supply an email address. The site where you're spending Ukash may ask you for some delivery information (if applicable) and you may have to prove your age where the services are supplied to adults only. Ukash will not see this information.

• How does Ukash stop under-age transactions on adult sites?

  Ukash is regulated by the Financial Services Authority and seeks only to deal with reputable web sites operating legally and ethically. Ukash has partnerships in place with age and identity verification companies which we can introduce to our merchant partners if they lack this functionality on their site.

  Customers getting Ukash from PayPoint stores in the UK may be asked to prove they are over 18. If not proven, the voucher issued will not be redeemable at age restricted (18+) merchant websites.

  Please let us know of any web site accepting Ukash that doesn't undertake these checks effectively, even though they are legally asked to do so. Please email us or call on: 0808 234 6244

   

   

• Can I replace an Age Restricted voucher with an Unrestricted (18+) Voucher?

  Yes, if it's still valid and unused in part or full. Complete the Consumer Voucher Replacement Form which you may download here. Contact us with the Ukash voucher number, Ukash voucher value, full name, email address and a contact number. You will need to send two proofs of identity:
  
  1. Copy of ID with photo (passport, driving licence, ID card)
  2. Copy /or original bill with name surname and address of the customer on it ( gas bill, mobile bill, bank statement no longer than 3 months long)
  3. Copy/or original voucher receipt

  
  You will also need to send a copy of the original Ukash voucher receipt to Ukash at the address on the form.

   

  There will be no charge for a replacement voucher.

• Can anyone else use my Ukash?

  Only if you give them the unique 19 digit number and value of your Ukash. Ukash is not for resale but you may choose to offer Ukash as a gift instead of giving cash. Never get Ukash from any unauthorised seller. If you've any questions, please email us or call us on: 0808 234 6255

• Does Ukash have an expiry date?

  Yes. Your Ukash is valid for 12 months from the date you got it.

• My Ukash is being rejected, what should I do?

  Check the expiry date and that you're using the correct 19 digit Ukash number. Also, make sure that the amount of Ukash covers the cost of your purchase. If all these things are correct and your Ukash is still rejected, please email us or call us on: 0808 234 6244

• How many Ukash vouchers can I spend at one time?

  You can spend as many vouchers as you like, but each transaction is limited to a maximum value of £500 or €750.

• How many Ukash vouchers can I get at one time?

  You can purchase up to five vouchers at one time.

• How is Ukash regulated?

  Smart Voucher Ltd. (of which Ukash is a trading name) is authorised and regulated by the Financial Services Authority in the United Kingdom as an electronic money institution. This authorisation has been passported to other European countries in which Ukash operates. Smart Voucher Ltd (trading as Ukash) FSA Register Number: 447811.

• Can I get change from my Ukash?

  Yes. If the value of your transaction is less than your Ukash value, you'll receive a new Ukash number, value and expiry date. Please print this or have it emailed to you and keep it safe. Remember: Ukash is like cash - so don't lose your Ukash.

• I have some smaller value Ukash as a result of paying via Ukash - what can I do with them?

  You can combine multiple values of your Ukash into a single amount and have your new Ukash number and value emailed to you if you want. You will need to complete basic registration to do this, to ensure we can securely manage your transaction.

• I have a larger value of Ukash and I want to split it into smaller values – what can I do?

  You can split your Ukash value into smaller amounts and then have your new Ukash numbers and values emailed to you if you want. You will need to complete basic registration to do this, to ensure we can securely manage your transaction.

• What happens if I lose my voucher

  If you can provide Ukash Customer Services with details of the voucher, date of purchase, value of the voucher, place of purchase and proof of purchase then at our discretion we will issue a replacement voucher. A replacement will be issued 7 days after the date the original voucher was issued.

• I’ve lost the details of my new voucher after using the Combine, Split or Convert tool

  If you can provide Ukash Customer Services with details of all the vouchers, date of purchase, value of the vouchers, place of purchase and proof of purchase then at our discretion we will issue replacement vouchers. Any replacements will be issued 7 days after the date of the last transaction of the vouchers concerned

• Can I get a refund on my Ukash voucher?

  Yes, if it's still valid and unused in part or full. Complete the Consumer Refund Application Form which you may download here. Contact us with your Ukash number, Ukash value, full name, email address and a contact number. You will need to send two proofs of Identity:

   

  1. Copy of ID with photo (passport, driving licence, ID card)
  2. Copy /or original bill with name surname and address of the customer on it ( gas bill, mobile bill, bank statement no longer than 3 months long)
  3. Copy/or original voucher receipt

   

  You will also need to send a copy of the original Ukash voucher receipt to Ukash at:

  Ukash Refunds, 5-7 Tanner Street, London, SE1 3LE, United Kingdom or fax +44 (0)207 0894 072.

  This element is a legal requirement under our FSA ELMI licence. We can refund the money directly into your bank if you have one, or send you a cheque.

  Ukash will levy a charge of 6% of the face value of the voucher, subject to a minimum charge of £2.50, or the equivalent in the respective currency, per voucher refunded (paid via either cheque or wire transfer). This is in accordance with the Ukash Consumer Terms and Conditions. 

• How does using Ukash affect my consumer rights when I buy online?

  Ukash is an independent payment method and has no affect on the retailer's terms and conditions or your statutory rights.

• How do I contact Ukash?

  You can find Ukash contact details by clicking here.

• Can I access UkashOnline from anywhere?

  Any payment attempted from outside the country of the bank that's initiating the payment will be blocked.

• How will I receive my UkashOnline voucher?

  Voucher details will only be emailed to the email address provided at payment initiation.

• How many UkashOnline voucher orders can I have outstanding?

  There will be a maximum of 5 pending payments permitted at any given time per consumer.

• What’s the maximum value of vouchers I can order?

  Please note that once you have ordered 2500 EUR (or equivalent) of UkashOnline vouchers you will be blocked from further ordering until Ukash has completed identity checks on you.

• Who does the email come from?

  Your PIN code will be sent by email from ukashonline@citadelcommerce.com. Make sure this email address isn't marked as spam or junk mail.

• Who are Citadel Commerce?

  The UkashOnline service is operated by Citadel Commerce, a trusted and secure global payments company.

• Do I have to pay to get Ukash online?

  Using UkashOnline is free.

• What is the Citadel Payment Assistant?

  When you first use UkashOnline you will be asked to install the Citadel Payment Assistant application (Windows 2000, XP and Vista only). This allows you to securely make payments using your internet banking service.

• Do I need to register?

  You will need to register your name and a valid email address at UkashOnline. The email address specified will be used to receive your Ukash PINs.

• How will the transaction show on my bank statement?

  The transaction will show on your bank statement as 'Citadel Commerce'.

• Can I order more than one voucher per day?

  To further protect you from fraud we will limit how many vouchers you can order in the period it takes for your online payment to be processed. If you try to order more than the permitted number of 'pending' vouchers your order will be declined.

• How soon will I get my first order?

  Delivery of your first voucher order will be delayed by 7 days. This is to prevent fraud and protect you should your internet banking details have been stolen.

• Am I restricted on the value of my first order?

  Your first voucher order must be at least 25 EUR and no more than 40 EUR.

• Can I use UkashOnline on a Mac or with Linux?

  The Citadel Payment Assistant application is currently only supported on PCs running Windows 2000, XP or Vista.

• When will my voucher limit be increased?

  As you order more vouchers and these are successfully delivered and payments processed your 'pending' limit will be increased.