FAQs

 

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  • Do I need to register?

    You don't need to register to use Ukash. But if you decide to register then you will get access to a range of Tools and other benefits.

  • How Do I Make a Full Payment with My Ukash?

    When you get to the checkout, cashier, deposit or payment page choose the option to pay with Ukash.

     

    You will be asked to enter your 19-digit Ukash PIN. The Ukash PIN is the number that starts 633718.

     

    Please enter all 19 digits without spaces

     

    Then enter the value as it's shown on your Ukash voucher

     

    • DO enter the value with a dot (.) not a comma (,) e.g. Fifteen Euro & ninety nine Cents should be entered as 15.99
    • DO NOT enter the currency. The system will automatically recognise the currency from the PIN that you enter

  • How Do I Make a Part Payment with My Ukash?

    When you get to the checkout, cashier, deposit or payment page choose the option to pay with Ukash.

     

    Confirm the basket amount or how much you wish to pay, NOT the voucher value.

     

    You will be asked to enter your 19-digit Ukash PIN. The Ukash PIN is the number that starts 633718.

     

    Then enter the value as it's shown on your Ukash voucher

     

    • DO enter the value with a dot (.) not a comma (,) e.g. Fifteen Euro & ninety nine Cents should be entered as 15.99
    • DO NOT enter the currency. The system will automatically recognise the currency from the PIN that you enter

     

    A new Ukash PIN will be generated automatically for the 'change' value, the difference between your payment amount and the voucher value.

     

    The new Ukash PIN, value and Use By date will be displayed on the screen.

     

    You should print this screen or write down the new PIN, value and Use By date. Some websites may send the Change details to you by email.

  • Can I Be Sure It’s a Genuine Web Site?

    Before spending Ukash you should check that it's a genuine merchant website. Check that the merchant is listed here.

     

    Find out more about protecting yourself from fraud here.

     

    If you are still unsure if a site is genuine contact Customer Services.

  • My Ukash Is Not Working, What Should I Do?

    If you are trying to pay with Ukash and it won't work then check these possible reasons first before contacting Ukash Customer Services:

     

    Is the system working? - Occasionally the Ukash payment system or the merchant's own cashier system will be unavailable due to maintenance, technical or network reasons. Check for any messages at Ukash.com or on the merchant's website regarding system 'downtime'. If this could be a reason try the site again later.

     

    Check the Use By date - All Ukash has an Use By date so please check that your Ukash is still valid. Please note that Ukash issued from PayPoint terminals in the UK and Ireland shows the Use By date in the format YYMMDD.

     

    Is it unused? - You can only use Ukash once so please ensure that the details you are using haven't been used before.

     

    Which number? - You should enter the 19-digit Ukash PIN. The Ukash PIN is the number that starts 633718. Please enter all 19 digits without spaces. In some countries only the last 16 digits of the Ukash PIN are shown, starting with 718. Enter 633 followed by the 16 digits shown.

     

    Entering the value -  Enter the value as it's shown on your Ukash voucher. Enter the value with a dot (.) not a comma (,) e.g. Fifteen Euro & ninety nine Cents should be entered as 15.99

     

    Always enter the value as shown - Even if you are making a part payment it is important that you always enter the Ukash value shown on the voucher, not the value that you wish to pay. The system will automatically create 'Ukash Change' for you.

     

    Do not enter the currency - The system will automatically recognise the currency from the PIN that you enter.

     

    Merchants in South Africa - If you have a voucher issued in South Africa in Rand it can only be spent on merchant websites based in South Africa. These vouchers will always have a Ukash PIN that begins 633718150. Merchants in South Africa are listed here.

     

    Merchants in Brazil - If you have a voucher issued in Brazil it can only be spent on merchant websites in Brazil. These vouchers will always have a Ukash PIN that begins 633718192. Merchants in Brazil are listed at http://www.ukash.com/br/pt/where-to-spend.aspx

     

    Age Restriction - Some merchant websites will not accept payment by Age Restricted Ukash. In the UK and Ireland Ukash issued from PayPoint may be Age Restricted. These will have PINs that begin 633718401 or 633718427. If you have an Age Restricted PIN that was incorrectly issued you can request a replacement by contacting.

  • How Do I Get Ukash in a Shop or Retailer ?

    First check that Ukash is available from shops in your country.

     

    You may be able to use the Ukash location finder or a link to the retailer's own map to find the nearest shop to where you live or work.

     

    In many countries you can download and print a coupon to take to the shop that will help the shopkeeper to issue Ukash.

     

    Ukash is normally available from the terminal in the shop that's used to top-up your mobile telephone or pay bills.

     

    Ask for Ukash and you'll receive a paper voucher showing the Ukash 19-digit PIN, the value and the Use By date. Keep this voucher safe until you're ready to spend it online.

  • I Can’t Get Ukash in a Shop?

    If you have a problem getting Ukash from a shop that's listed on the Ukash website please try the following:

     

    • If there's a coupon on the Ukash website print it and take it into the store to help the shopkeeper
    • Suggest that they look on the terminal menu for Ukash - you may need to spell it for them U-K-A-S-H, and it's normally found under Prepaid Products, or Cash Vouchers or E-Vouchers.

     

    If you still have a problem please make a note of the shop name and address, the date and time and if possible the name of the person. Then contact Ukash Customer Services who will investigate.

  • I can’t combine my Ukash PINs

    Check these reasons why you may not be able to use the Combine Tool:

     

    • Only vouchers with the same Ukash product code can be combined. Check that the first 9 digits of each Ukash PIN are the same.
    • The PINs must be unused and not past their Use By date
    • You may combine a maximum of 2 PINs at one time
    • You can only use Ukash Tools 3 times per day
    • The maximum amount of the combination is GBP500.00 or equivalent, R1500.00 in South Africa.

  • I Can’t Split my Ukash PIN?

    Check these reasons why you may not be able to use the Split Tool:

     

    • The PIN must be unused and not past the Use By date
    • You may only Split a PIN into a maximum of 2 new PINs at one time
    • The total of the Split values must equal the original value
    • You can only use Ukash Tools 3 times per day

  • I Can’t Convert A Currency?

    Local bank regulations mean that in these countries Ukash cannot be changed to another currency.

     

    COUNTRY CURRENCY UKASH PIN STARTS
    South Africa ZAR 633 718 150
    Russia EUR 633 718 158
    Russia USD 633 718 190
    Brazil USD 633 718 192

     

     

    Minimum values also apply for converting a currency. If your Ukash is lower than these minimum values it can't be converted:

     

    COUNTRY CURRENCY MINIMUM CONVERSION VALUE
    Australia AUD 15
    Canada CAD 15
    Czech Republic CZK 250
    Denmark DKK 80
    Estonia EEK 170
    Eurozone EUR 10
    United Kingdom GBP 10
    Hungary HUF 3000
    Latvia LVL 10
    Mexico MXN 200
    Norway NOK 100
    New Zealand NZD 20
    Poland PLN 40
    Sweden SEK 100
    Global USD 15

     

     

    Some Ukash PINs issued for promotional purposes cannot be converted:

     

    COUNTRY CURRENCY UKASH PIN STARTS
    Spain (promotional use) EUR 633 718 703
    Spain (promotional use) EUR 633 718 704
    Spain (promotional use) EUR 633 718 705
    Spain (promotional use) EUR 633 718 709

  • Can I Get A Refund?

    Ukash issued in South Africa cannot be refunded due to Reserve Bank regulations.

     

    In all other countries you can request a refund if your Ukash is still valid and unused.

     

    Alternatively you may wish to use your Ukash voucher to get a Ukash NEO virtual prepaid MasterCard®.

  • Can I Replace An Age Restricted Voucher?

    If you have been issued with an Age Restricted (under 18) voucher by mistake you can request a replacement by contacting contact Ukash Customer Services.

  • For how long is my Ukash valid?

    All Ukash vouchers come with a Use By date. This is typically 12 months from the date of issue (24 months in South Africa).

  • What are Ukash Tools?

    Ukash Tools are features that allow you to combine Ukash PINs, split a Ukash PIN into smaller values or to convert the currency of a PIN. Ukash Tools are accessed from the Ukash website (Tool Kit) or from My Ukash. You must be registered to be able to access Ukash Tools.

  • How do I register?

    To use Ukash Tools you must be registered. Registration only requires you to provide a name, a valid email address and date of birth although you may provide further information if you wish.

     

    You will receive an email from Ukash containing a link. Clicking on this link is necessary to confirm your registration.

     

    Once successfully registered you need to login with your email address and password and you can then use Ukash Tools.

  • How Do I Split my Ukash PIN?

    If you want to split a Ukash PIN into smaller amounts you can use the Split tool at Ukash Tools

     

    • go to www.ukash.com
    • login with your email address and password
    • click on the Tools tab and select Split
    • enter the 19-digit Ukash PIN and the value
    • you will then be asked to enter the values of the new PINs you require check that your email address is correct

     

    Once the split has been completed successfully, you will receive an email with the new voucher details.

     

    The new PIN will be valid for 12 months (24 months in South Africa)

  • How to Combine PINs?

    To combine several Ukash PINS, please follow the steps below:

     

    • go to www.ukash.com
    • login to your account with your email address and password
    • click on the Tools tab and select Combine
    • enter the PINS and values that you wish to combine
    • follow the instructions on the screen to complete the Combine check that your email address is correct

     

    Once the Combine has been completed successfully, you will receive an email with the new voucher details.

     

    The new PIN will be valid for 12 months (24 months in South Africa)

  • How Do I Convert the Currency of my Ukash?

    We offer a free of charge service to change the currency of a Ukash PIN, just follow these simple steps below. Local bank regulations mean that in South Africa Ukash cannot be changed to another currency.

     

    • go to www.ukash.com
    • login to your account with your email address and password
    • click on the Tools tab and select Convert
    • enter the Ukash PIN and value you wish to convert
    • choose one of the available currencies
    • follow the steps displayed on the screen check that your email address is correct

     

    Once the Convert has been completed successfully, you will receive an email with the new voucher details

     

    The new PIN will be valid for 12 months

     

    Please note that you will need to register in order to access the Ukash tool kit

  • Why Use the Convert Tool?

    The Ukash Convert Tool can be used if the merchant where you want to spend your Ukash can't accept the currency of your Ukash PIN. This Free of Charge Tool uses dynamic exchange rates provided by our foreign exchange banking provider.

  • The Website Doesn’t Accept the Currency of My Ukash

    Ukash is payment product that works in many currencies. You normally get Ukash in your local currency or one of the major international currencies such as US Dollars or Euro.

     

    However, your favourite website may ask you to deposit in another currency.

     

    Most Ukash merchants will allow you to pay with Ukash in any currency as the system will automatically detect the currency, perform a currency conversion and deposit the amount required in the merchant's chosen currency. Any change will be returned in the original Ukash voucher currency.

     

    You also have the option to Convert the currency of your Ukash using Ukash Tools. You can then pay in the merchant website's preferred currency.

     

    Please note that Ukash issued in certain countries cannot be currency converted.

  • 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.

  • I Didn’t Get My New PIN

    If you have recently Combined, Split or Converted your Ukash the new PIN email may have been sent to your Junk or Spam email folder. You should check these folders and if necessary change your email settings to allow emails from csuk@support.ukash.com to be received into your Inbox.

  • I’ve Lost My New PIN

    If you don't have the new PIN issued to you after Combining, Splitting or Converting a voucher you should contact Ukash Customer Services. They will ask you for the original Ukash PINs so that they can obtain the new PIN for you. Please note that you will be asked to wait 7 days before receiving the PIN details and you may be asked for additional information to prevent fraud.

  • Checking Your Ukash

    If you get Ukash in a shop it's important that you check it BEFORE leaving the shop. If there is anything wrong with the PIN, value or currency the shop can only replace it before you leave the shop and before any further Ukash is issued from the terminal.

     

    In PayPoint locations in the UK and Ireland you should check that you have not been issued an Age Restricted (under 18) voucher if you wish to spend on 18+ websites. These will have PINs that begin 633718401 or 633718427.

     

    If you have left the shop the shopkeeper cannot exchange or refund the Ukash in any circumstances and you must contact Ukash Customer Services.

  • Can I Get Ukash Online?

    You can get Ukash online from pinshops, direct from your internet banking or from e-wallets in many countries around the world.

     

    Check where you can get Ukash in your own country here.

  • How do I contact Ukash if I have a problem?

    If you can't find the answer you need in the Help section at www.ukash.com or you are unhappy in any way with the way the Ukash payment system is operated, you can find Ukash contact details here.

    If you are not happy with the Ukash response you can ask for your case to be escalated as a complaint. Find out more about how we manage complaints here.

  • What Is The Exchange Rate Used For Converting A Currency?

    The Ukash Convert Tool uses dynamic exchange rates provided by our foreign exchange banking provider.

     

    The exchange rate may vary between transactions. Therefore we cannot guarantee that converting an amount to another currency, then back to the original currency, will result in the original amount being returned.

     

    Exchange rates used.

  • How Many Vouchers Can I Get?

    You may obtain up to 5 Ukash voucher codes of 500GBP each (or equivalent in another currency) on any one day, and may hold up to 2500GBP (or equivalent in another currency) of Ukash voucher codes at any time. This is part of the Ukash Terms and Conditions.

  • Do I Need to Be 18 to Get Ukash?

    Generally anyone can get and use Ukash. Merchants accepting Ukash may conduct their own age checking to prevent those underage being able to access their sites.

     

    Customers getting Ukash from PayPoint terminals in shops in the UK and Ireland may be asked to prove that they are over 18. If the customer can't prove that they are over 18 they are issued Ukash that cannot be spent at age restricted (18+) merchant websites.  

  • What Can I Do With The Smaller Value Ukash I Get?

    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 register at Ukash.com, login and then go to Ukash Tools to use the Combine tool.

     

    Alternatively, Ukash Donate allows you to help others by giving your Ukash to a good cause. The Donate Tool can be accessed at Ukash Tools. You will need to register at Ukash.com, login and then go to Ukash Tools to use the Donate tool.

  • What is the Donate Tool?

    Ukash Donate allows you to help others by giving your Ukash to a good cause. Whether you have Ukash Change or any other Ukash voucher you can Donate the value.

     

    • go to www.ukash.com
    • login to your account with your email address and password
    • click on the Tools tab and select Donate
    • choose the Charity you wish to support
    • enter the Ukash PIN and value you wish to donate

     

    That's it! The value will be sent to the chosen charity on your behalf.

  • Where can I spend Ukash?

    Ukash is accepted as payment at websites around the world. Genuine Ukash merchants are listed here. Never send Ukash by email as payment to anyone, give your Ukash PIN in full or part over the telephone or use it to pay on sites such as eBay or Gumtree.

     

    Please note that Ukash issued in South Africa (PINS beginning 633718150) can only be spent at South African merchant websites listed here. The maximum value that can be spent is R1500.00

     

    Vouchers issued in Brazil (PINS beginning 633718192) can only be spent at Brazilian merchant websites listed here.

  • How Do I Get Change?

    If you wish to pay less than the value of your Ukash a new Ukash PIN will be generated automatically for the 'change' value, the difference between your payment amount and the voucher value.

     

    The new Ukash PIN, value and Use By date will be displayed on the screen. You should print this screen or write down the new PIN, value and Use By date. Some websites may send the Change details to you by email.

     

    You can use the Change just like any Ukash. You can Combine these vouchers with others at Ukash Tools.

  • How Can I Protect My Ukash?

    Ukash works just like cash. Giving your Ukash voucher details to someone you don't know or a merchant that is not approved by Ukash puts you at risk of losing your money. The best way to protect yourself from being a fraud victim is to be aware of scams and guard your Ukash voucher like cash!

     

    • Transactions cannot be reversed, so only give the voucher code to approved Ukash merchants.
    • Treat your Ukash voucher just like cash
    • Only use Ukash with merchants listed at the Ukash website
    • Never use Ukash to pay for items purchased from classified ads or give the voucher code to anyone else
    • Only Combine, Split or Convert your vouchers using Ukash Tools
    • Never email your Ukash voucher details or give it to anyone over the telephone

     

    Find out more about protecting yourself from fraud. 

  • How Do I Report a Fraud?

    If you believe that you are a victim of fraud you should report it to your local police.

     

    In the UK you can also call Action Fraud on 0300 123 2040 or report a fraud online here.

     

    If you believe a site is fraudulent contact Ukash Customer Services and we will investigate.

  • Can I Get Ukash in My Country?

    Find out if Ukash is available in your country here.

     

    You can also use the Country Selector found on the top right of the Ukash homepage. If your country is not listed use the 'Rest of World' option and then choose your country.

  • Where can I get Ukash?

    Ukash is available in many different ways including from shops, kiosks, ATMs, online and from e-wallets. Ukash also works with Authorised Resellers to make Ukash available in even more countries.

     

    Go to the Where to Get Ukash page to see all the ways to get Ukash in your country.

     

    Please check where you can get Ukash in your own country here.

  • Does it cost me anything to use Ukash?

    We don't charge you any fees for using Ukash. In a small number of places you may be asked to pay to get your Ukash voucher and a minority of websites or e-wallets may charge you a fee to deposit Ukash but these are not controlled by Ukash.

  • Can anyone else use my Ukash?

    Only if you give them any part of the Ukash PIN and the value of your Ukash. If you think somebody may know any part of your Ukash code contact Ukash Customer Services. Ukash is not for resale but you may choose to offer Ukash as a gift instead of giving cash. Never accept Ukash from anyone you don't know or from any unauthorised reseller.

  • Who can use Ukash?

    Anybody can use Ukash, you don't even need a bank account or a card.

  • Do I get interest on my Ukash?

    No. Ukash is not a bank account - it's just like digital cash.

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

    No, we won't ask you for any information to get and use Ukash. You can choose to register with us if you want to gain access to Tools and other benefits.

  • 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.

  • 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.

  • What are the Terms and Conditions for using Ukash?

    You can find the Terms and Conditions for using Ukash here.

  • What is Ukash?

    Ukash has been designed for people who want to use cash rather than a card when paying online. 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.

  • How does Ukash work?

    Pay cash to get a Ukash voucher. You'll receive a unique 19-digit Ukash PIN. 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.

  • 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 convenient locations and spending Ukash is instant - there's no waiting.

  • How many Ukash vouchers can I have?

    You can have up to 2500GBP (or equivalent in another currency) of Ukash at any time.

  • How can I keep my Ukash safe?

    Ukash is just like cash so treat it with care. See tips on protecting your Ukash and avoiding fraud.

  • Can I get change from my Ukash?

    Yes. If the amount you wish to pay is less than the value of your Ukash, you'll receive 'change' as a new Ukash PIN, 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 new Ukash change PIN.

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

    You can get up to five vouchers at one time.

  • I Have A Larger Value Of Ukash And I Want To Split It Into Smaller Values

    You can split your Ukash value into smaller more convenient amounts and then have your new Ukash numbers and values emailed to you ready to spend. You will need to register at Ukash.com, login and then go to Ukash Tools to use the Split tool.

  • What Happens If I Lose My Ukash, It Gets Stolen Or Damaged?

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

  • I've Lost The Details Of My New Ukash After Using Ukash Tools

    If you can provide Ukash Customer Services with details of all the Ukash, 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.

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© 2006 - 2012 Smart Voucher Limited. All Rights Reserved.

Smart Voucher Limited. (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 regulation has been passported to all other countries in which Smart Voucher Ltd operates, with approval from the relevant local regulator. Smart Voucher Ltd (trading as Ukash) FSA register number: 900007, Company Number 4202050 registered in England & Wales at 5-7 Tanner Street, London, SE1 3LE, UK.

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