FAQ | MarTrust

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What is an e-wallet?

All Users: When your account is created, a default currency e-wallet will be set up, in either USD or EUR. This will be chosen by your Shipping Company. This will be referred to as the default currency. In addition to the default currency, you may hold funds in a further 7 currencies (see ‘Which Currencies can I hold in my e-wallet?’ for the list of currencies available).
You can do this by transferring funds to that currency. For example, you will select GBP as the destination currency, a wallet will be created and the funds will be credited to that wallet in GBP.
For added security your account and card wallets operate dependently; to spend on your card you must transfer funds to your card wallets.

What is my MarTrust ID?

Crewmember only: When opening your account, you have been allocated a unique MarTrust ID. This was communicated to you in your welcome letter and is the ID that you can give to a Shipping Co / Manning Agency allowing them to process your payroll into the correct account.
Your MarTrust ID will remain the same even when you move to another Shipping Co / Manning Agency.

What is my Cardholder ID?

Card holder: Your cardholder ID can be found on the reverse of your Mastercard. This is the ID that you share with Customer Services to identify your account.

Do not share the PAN i.e the 16 digit number on the front of your MarTrust Mastercard with anyone.

How much does it cost?

Card holder: Please see the fee schedule link in the app

Account

How do I add funds to my account?

Crewmember only: You will receive your monthly salary into your MarTrust e-wallet. You can also receive money from another crew member using the Crew Colleagues functionality. See ‘How does Crew Colleagues work?’ question for more information.
Corporate admin user: You can load funds to your account by arranging a bank transfer. We will provide you with the relevant bank details.

Balance queries

Card holder: You can check your e-wallet and card balances in the mobile app.

Where can I see all my transactions?

Card holder: All transactions (account and cards) can be viewed from the homepage of your mobile app.

Why is the transaction/payment pending?

Card holder: Payments made using the MarTrust Mastercard appear as pending until the merchant submits the final request for payment.

How do I get a statement?

Admin user: You can generate a statement via the web platform. You will also be able to run a series of standard reporting or create some bespoke reports from the web app.

Can I make a payment with my card if I have funds on my account but not on my card?

Card holder: In order to spend on your card you must transfer the funds from your account to your card.

How does Crew Colleagues work?

Crewmember only: Crew Colleagues allows you to give money or receive money from another crew member without the need to first obtain some cash. You can simply request or send money to another crew member with a MarTrust account by using the Crew Colleagues functionality in your web app.

Why is my account negative?

Your account can be negative for a variety of reasons. Quite often it is related to a card transaction, where the final settlement was more than the original authorization. To use your account you will need to add funds to your e-wallet. If you need more information about a negative balance please contact Customer Services.

Unauthorised Transactions

If you see transactions that you do not recognise in the transaction history, please contact Customer Services as soon as possible. You should also put your card into safe mode.

I have not received my refund from a merchant?

Card holder: If you were expecting a refund from a merchant, and it does not appear in your account, please follow up with the merchant.

Goods/services not received

Card holder: If you have paid for goods or services with your MarTrust Mastercard, which have you have not received, please contact the merchant in the first to obtain a refund. If that does not resolve the problem please contact Customer Services.

Queries about Hotel, Restaurant and Cruise Ships transactions

Card holder: Hotels, Restaurants and Cruise Ships can add tips and missing charges on to the final bill after the payment has already been authorised. This means that the final amount debited from your account may be more than the initial request. If you have any questions about this kind of transaction please contact the merchant first. If you are unable to resolve the problem with merchant please contact Customer Services.

Complaints

Card holder: If you wish to make a complaint, please follow the link https://www.martrust.com/complaints

Admin

I have a new mobile phone number?

Card holder: Please contact Customer Services for assistance.

How do I close my account?

Card holder: Please contact Customer Services for assistance.

I have forgotten the password to my account?

Card holder: Follow the instructions to reset your password in the Sign In page of the mobile app.
Admin user: Follow the instructions to reset your password in the Sign In page of the web platform.

I can’t login to the mobile app

If you cannot login to your account in the APP, please check that you have the correct password. If you have forgotten your password please follow the password reset options in the app. If you still need assistance please contact Customer Services

e-wallet

Which Currencies can I hold in my e-wallet?

Crewmember only: In addition to your base currency, you can hold up to seven different currencies in your e-wallet. You can choose from the following list of currencies:

EUR – EURO (if your base currency is USD) or USD – UNITED STATES DOLLAR (if you base currency is EUR)
GBP – BRITISH POUND
DKK – DANISH KRONE
PLN – POLISH ZLOTY

Corporate card holder: In addition to your base currency, you can hold up to seven different currencies in your e-wallet. You can choose from the following list of currencies:

EUR – EURO (if your base currency is USD) or USD – UNITED STATES DOLLAR (if you base currency is EUR)
GBP – BRITISH POUND
AUD – AUSTRALIAN DOLLAR
CAD – CANADIAN DOLLAR
DKK – DANISH KRONE
JPY – JAPANESE YEN

How do I transfer my money to other currency wallets?

You can transfer funds from any currency wallet to another e-wallet. Effectively you are selling a currency (for example USD) and buying another currency (for example ZAR). If you don’t already have a wallet in the currency you are buying, one will be created automatically to hold the sent funds. You can hold a maximum of 8 e-wallets (including your base currency).

Can I make a bank transfer from a currency wallet?

You can make a bank transfer from any of the currency wallets you hold.

How do I spend money from the currency wallets?

Any funds held in your e-wallet, in any currency can be spent through your account via bank transfer to a beneficiary or loaded to your MarTrust Mastercard. You can then withdraw funds from the ATM, make online payments, use the MarTrust Mastercard in shop and restaurants or anywhere else that accepts Mastercards.

FX

Which exchange rate do I get when making a payment in a different currency from my e-wallet?

If you make a bank payment from your e-wallet in a different currency, you will shown the actual exchange rate before confirming the transaction.

Which exchange rate do I get when buying currencies?

When you select a currency to buy, you will be shown the exchange rate before you commit to the transaction

Which exchange rate do I get when making a payment from my card in a different currency?

If the currency of the transaction doesn’t match any of the e-wallet currencies, then the exchange will be determined by Mastercard + 2%. If the currency matches an e-wallet currency, you can transfer funds via the app to the currencies before making the transactions and benefit from a predetermined exchange rate

Cards

Where can I use my Mastercard?

Card holder: You can use your MarTrust Mastercard anywhere in the world that accepts Mastercard. You can use it for ATM withdrawals, online purchases, in restaurants, in shops and for contactless payments.

How do I transfer funds from my account into my card?

Card holder: Follow the instructions in the mobile app.

I have not received my card

Crewmember only: The initial card order will be distributed through the Shiping Co / Manning Agencies. If this is your first MarTrust Mastercard then please contact your Shipping Co.
If this is a replacement card please contact Customer Services to follow up on the status. Please allow 2 – 3 weeks between ordering a replacement card and delivery.

The name on my card is wrong?

Card holder: If there is an error with the name printed on you Mastercard, please contact the Shiping Co / Manning Agency that issued your card.

How to lock & unlock card?

Card holder: You can easily and quickly lock your card when not in use. Locking your card when not in use add an extra layer of security and protects you from fraud attemps.

Log into the mobile app, open the Card section and press Block Card. When you want to use the card again, simply press Unblock Card.

Lost card & stolen

Card holder: If you have lost your Martrust Mastercard or believe it has been stolen, please report it as soon as possible as you may be responsible for any unauthorised transactions until the card is reported lost.

Log into the mobile app, open the Card section and press Report Lost or Stolen. This will inform the Customer Servicess team who will order a replacement card for you.

Replacement cards

Crewmember only: If your card has been lost, stolen or damaged, report it as soon as possible following the process detailed above. Once your card has been reported lost or stole, Customer Services will order a replacement.

Can I withdraw cash using cashback?

Card holder: At this time we are not able to offer Cashback with MarTrust Mastercard.

Can I withdraw cash over the counter in a bank?

Card holder: At this time you are not able to withdraw cash over the counter in a bank with your MarTrust Mastercard.

Contactless payment limits

Card holder: The contactless limit per transaction is $30.00 or €30.00, as appropriate for the default currency on your e-wallet. If you are spending in any other currency, then the contactless transaction limit will be the equivalent of the 30.00 in the local currency.

Contactless payment limits PIN

Card holder: From time to time, you will be asked to enter you PIN. This is to protect your card against fraudulent use.

Gas Station Issues

Card holder: Your MarTrust Mastercard cannot be used in a Gas Station to pay at the pump. It CAN be used in the shop at the gas station to pay for gas.

Car Hire

Card holder: Please check with the Car Hire company if they accept the prepaid cards. Many will accept them for payment but not when making an online reservation and all will require a deposit that will debit funds from the available balance on the card.

Card not working for certain merchants

Card holder: It is possible that while a merchant accepts Mastercard, they may not accept prepaid cards. If you experience acceptance issues please contact Customer Servicess.

Dynamic Currency Conversion (DCC)

Card holder: As of April 2019, Mastercard has banned merchants from prompting for Dynamic Currency Conversion (DCC) on Multi-Currency Programs. As the MarTrust e-wallet is a multi-currency program registered with Mastercard, no cardholder should ever see a prompt for DCC. If you find a problem with a transaction that a merchant has processed against DCC, please contact Customer Service for assistance.

ATM

How much can I take out of the ATM?

Card holder: EUR 750 or $900 at one time, upto a daily limit of EUR 1,100 or $1,300, subject to the ATM and the balance in your account.
Corporate card holder: EUR 750 or $900 at one time, upto a daily limit of EUR 5,000 or $5,500 subject to the ATM and the balance in your account.

The ATM captured my card

Card holder: If the ATM has kept your Martrust Mastercard please login to the mobile to lock your card, report it lost and order a replacement card. The card will not be returned to yourself or to MarTrust.

Non dispense of cash & debited account

Card holder: If an ATM failed to dispense the cash but debited your account for the amount requested, please contact Customer Services to assist you.

The ATM will not allow me to change my PIN

Card holder: While all ATMs displaying the Mastercard logo should allow you to change your PIN, it does sometimes occur that this service is denied. Please try at a different ATM, preferably one not part of the same bank network. The PIN cannot be changed via the mobile app.

The ATM will not allow to access my Balance

Card holder: Some ATMs restrict the services offered to non-bank customers. The balance is always available in your mobile app and it is always free.

Card is not working in the ATM and gives card back (local network only)

Card holder: It is possible that the ATM is part of a local network only. While it appears to accept Mastercard card, in fact, it is only accepting cards issued by institutions affiliated with the local network. Please try another ATM.

How to find a Chip Enabled

Card holder: Mastercard have an app ‘Mastercard Nearby’ available in all app stores. Please download to your device. This will help you find an ATM near you. You can also filter in the app, to focus on specific ATM providers or EMV (Chip) enabled.

Where can I find my PIN?

Card holder: The PIN for your new card can be retrieved in the mobile app. Go to the Card section and press Show Pin.

How do I change my PIN?

Card holder: The PIN for the Martrust Mastercard can be changed at an ATM. MarTrust does not charge for this service.

I have forgotten my PIN?

Card holder: If you forget your PIN for your card, log into the mobile app, go to the Card section and press Show Pin.

Pin Blocked online exceed bad pin try count

Card holder: After 3 bad PIN attempts the card is blocked. You will need to contact Customer Services to have the card unblocked.

3D Secure

3D Secure, what is it?

Card holder: Mastercard SecureCode is a service which gives you an additional layer of security that protects you against unauthorised use of your card when you shop at participating online retailers.

How does 3Ds work?

Card holder: When you make a purchase at a participating SecureCode retailer, during the check out process you may be prompted by your card issuer to identify yourself to ensure you are the person making the transaction. You may receive a one-time code (OTP) via text message or email. This information is not shared with the retailer, it is between you and your card issuer.

What happens if I enter the OTP wrong

Card holder: If the One Time Password (OTP) is entered incorrectly 3 times, the transaction will be cancelled and the card will be blocked. Please be aware that the OTP is only valid for 10 minutes. Please contact Customer Services to unblock your card.

What happens if I enter the CVC wrong

Card holder: if you enter the CVC wrong 3 times, the card will be blocked. You will need to contact Customer Services to unblock your card.

Online Purchase failed after going through 3DS

Card holder: If the purchase was cancelled after going through 3D Secure, it is likely either the One Time passcode was entered incorrectly, or the OTP timed out, this might occur if it took a length of time to receive the text containing the OTP to your phone.