FAQ | MarTrust

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What is the MarTrust E-Wallet?

It is your personal MarTrust E-Wallet account based in Europe which you can access from anywhere and at any time even when you are on leave from the vessel.

Why does my employer use MarTrust?

The MarTrust E-Wallet enables employers to digitise payment transactions reducing cash onboard and the administrative burden of making such payments. The MarTrust E-Wallet also enables your employer to make payments more quickly with less hassle.

Who owns my MarTrust E-Wallet account?

Your MarTrust E-Wallet account is personal and belongs entirely to you. Your employer does not have any control or access to your MarTrust E-Wallet account.

What features come with the MarTrust E-Wallet account?

Upon enrolment at MarTrust, you will be provided with a MarTrust E-Wallet account which you can access via the MarTrust E-Wallet App. You will also be provided with a prepaid Mastercard®, which you can top up with funds from your MarTrust E-Wallet account and use as you would with normal a debit card. In addition, you can perform ATM withdrawals and online payments using this prepaid Mastercard®.

What are the benefits to me as a seafarer?

The benefits are:

a MarTrust E-Wallet account located in Europe;

the ability to receive payments from your employer directly into your MarTrust E-Wallet account;
instant access to your funds and the ability to use or transfer funds from anywhere and at anytime;
no maintenance costs to you;
your first transfer home following payroll is free of charge;
visible and transparent exchange rates in the MarTrust E-Wallet App;
the ability to transfer funds from your MarTrust E-Wallet to another Visa or Mastercard® in Ukraine, or UnionPay Card (China) at a fee of USD6 per transfer;
the ability to use your prepaid Mastercard® at POS (Point of Sale) in shops, for cash withdrawals from local ATMs or to shop online;
your first two ATM withdrawals are free of charge every month;
you can use your prepaid Mastercard® to make local payments in eight currencies benefitting from savings on FX charges on payments in those eight currencies.

Does this mean that I will not receive my salary in my nominated bank account?

Your employer will now send your salary to your MarTrust E-Wallet, which provides you increased flexibility. However, if you would prefer to continue receiving your salary in your nominated bank account, then you can set up a Salary Disbursement within your MarTrust E-Wallet in just a few easy steps:

add the bank account details for your nominated account;
add the percentage of your salary you wish to be automatically sent to this nominated account; and
click update.

As soon as your salary has been deposited in your MarTrust E-Wallet, any percentage that you have set up as a Salary Disbursement will be automatically sent to your nominated bank account by bank transfer. Once set up, this will continue when you receive future salary payments unless you choose to change this at a later date. You can therefore still receive any percentage of your salary into your nominated bank account, at no cost to you.

What is my MarTrust ID?

When opening your MarTrust E-Wallet you will be allocated a unique MarTrust ID. This will have been communicated to you in your welcome letter/email and is the ID that you can give to your employer allowing them to process your payroll into the correct account. Your MarTrust ID will remain the same even if you move to another employer.

What is my Cardholder ID?

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 prepaid Mastercard® account. Do not share the 16 digit number on the front of your prepaid Mastercard® (the PAN) with anyone.

How much does it cost?

The cost of the MarTrust E-Wallet is completely free of charge.
The cost of the prepaid Mastercard® is also free of charge.
Costs of transfers from your MarTrust E-Wallet and for using your prepaid Mastercard® should have been communicated to you by your employer, as part of the MarTrust introduction. We can also send this to you by email, if this is required please contact us by phone +302106244770 or by email at [email protected].

Is MarTrust regulated?

Yes, MarTrust Corporation Limited is registered in England and Wales (Company No. 07498933). MarTrust is an Authorised Payment Institution (API) regulated by the UK Financial Conduct Authority (FRN 794752) under the Payment Services Regulations 2017. Its registered company address is Office 7.09, 7th Floor, Tintagel House, 92 Albert Embankment, London, SE1 7TY, United Kingdom.

MarTrust works with PFS Card Services (Ireland) Limited, a company registered in Ireland with its registered office address at Front Office, Scurlockstown Business Park, Trim, Co. Meath, C15 K2R9, Ireland (with company registration number 590062, authorised and regulated as an e-money issuer by the Central Bank of Ireland registration number C175999). PCSIL are the issuers of the prepaid Mastercard® linked to the MarTrust E-Wallet.

What does it mean that MarTrust is regulated?

MarTrust, as a regulated entity, must comply with all relevant laws, regulations and regulatory guidance and is subject to regulatory reporting, regular external reviews by independent auditors and regulators to ensure all relevant laws, regulations, regulatory guidance and expectations are adhered to. MarTrust is not a bank, however, MarTrust is an authorised payment institution and as such it specialises in processing payments on behalf of its customers. MarTrust is the largest maritime payment provider, processing USD12 billion annually and holding USD80-100 million overnight for 450 Maritime companies.

Where will the funds in my MarTrust E-Wallet account be held?

The funds are held in the European Union with a top 20 global bank.

How quickly will I see my funds in my MarTrust E-Wallet account?

Once your employer approves the transfer in their MarTrust E-Wallet account, the funds should be visible in your MarTrust E-Wallet account within a few moments.

How do I set-up my MarTrust E-Wallet account?

Once you have received your MarTrust E-Wallet welcome email you can follow the simple steps to download the MarTrust E-Wallet App and sign in using the credentials provided to you to activate your MarTrust E-Wallet account. You will then be ready to receive and use your funds. Shortly afterwards you will receive a physical prepaid Mastercard®.

Account

Balance queries

You can check your MarTrust E-Wallet and prepaid Mastercard® balances in the MarTrust E-Wallet App for free. Please note that if you use an ATM for this purpose, you may be charged by the ATM provider.

Where can I see all the transactions I have made?

All transactions made either from your MarTrust E-Wallet or prepaid Mastercard® can be viewed from the homepage of your MarTrust E-Wallet App.

Why is the transaction/payment pending?

Payments made using the prepaid Mastercard® appear as pending until the merchant submits the final request for payment.

Can I make a payment with my prepaid Mastercard® if I have funds in my MarTrust E-Wallet but not on my prepaid Mastercard®?

In order to spend on your prepaid Mastercard®, you must load your prepaid Mastercard® with funds from your MarTrust E-Wallet.

What does Crew Colleagues mean?

This allows you to send money from your MarTrust E-Wallet to the MarTrust E-Wallet of a crew member instantly and free of charge via the MarTrust E-Wallet App. Please view the Crew Colleagues functionality in your MarTrust E-Wallet App.

Why is my account negative?

Your account can be negative for a variety of reasons. Quite often it is related to a prepaid Mastercard® transaction, where the final settlement was more than the original authorization. If you need more information about a negative balance, please contact [email protected]

Unauthorised Transactions

If you see transactions that you do not recognise on the homepage of your MarTrust E-Wallet App, please contact [email protected] as soon as possible. You should also block your prepaid Mastercard® as a matter of precaution.

Are there any terms and conditions or a contract for the MarTrust E-Wallet?

Yes, when you activate your MarTrust E-Wallet, terms and conditions will be shared with you via the MarTrust E-Wallet App. The terms and conditions are also available on the MarTrust website https://www.martrust.com/card-terms/. The MarTrust E-Wallet terms and conditions govern the provision of the services from MarTrust to you.

Is it possible to have an additional login so that my family can access my MarTrust E-Wallet directly?

No, there is only one set of login credentials per account which can be accessed from multiple devices such as; smartphones, desktops and laptops. Your login credentials are personal to you and should not be made available to anyone else to gain access to your MarTrust E-Wallet account, unless you wish to provide access to an Authorised Person (e.g. family member) at your own risk.

Who do I speak to if I have a question about my MarTrust E-Wallet Account or a payment I have made?

MarTrust has a Customer Support Team available 24 hours a day, seven days a week to assist you with your queries. The contact details for the Customer Support Team are; via telephone on +302106244770 or via email at [email protected].

Complaints

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

Admin

How do I change my personal details (email/mobile phone number)?

Please contact us by phone +302106244770 or by email at [email protected] for assistance with updating your information.

How do I close my MarTrust E-Wallet account?

Please contact us by phone +302106244770 or by email at [email protected] for assistance with closing your MarTrust E-Wallet account.

I have forgotten the password to my MarTrust E-Wallet account?

Follow the instructions to reset your password on the Sign In page of the MarTrust E-Wallet App.

I can’t log in to the MarTrust E-Wallet App?

If you cannot log in to your MarTrust E-Wallet account in the MarTrust E-Wallet App, please check that you have entered the correct password. If you have forgotten your password, please follow the password reset options. If you still need assistance, please contact [email protected]

Can I have a statement for my MarTrust E-Wallet account?

The MarTrust E-Wallet App does not issue statements, but your transaction history is displayed on the home screen of the MarTrust E-Wallet App. The MarTrust E-Wallet App is automatically updated when a transaction is made and will be available for you to view whenever you log in to your MarTrust E-Wallet App.

Do I need to tell you if I move home?

Yes, you must notify us within seven days of any change in your home address or contact details including email address and mobile phone number.

Do I have a right to cancel?

Yes, you have a “Cooling Off” period of fourteen days beginning on the date of the successful registration of your MarTrust E-Wallet account.

E-Wallet

Which Currencies can I hold in my E–Wallet?

You can receive, hold and spend in eight different currencies on both your MarTrust E-Wallet and prepaid Mastercard®. You can choose from the following list of currencies:

EUR – EURO
USD – UNITED STATES DOLLAR
GBP – BRITISH POUND
DKK – DANISH KRONE
NOK – NORWEGIAN KRONE
PLN – POLISH ZLOTY
SEK – SWEDISH KRONA
ZAR – SOUTH AFRICAN RAND

How do I transfer my money to another currency within my MarTrust E-Wallet?

You can transfer funds from any currency you hold within the MarTrust E-Wallet, to any of the additional 7 currencies we have available. You can hold a maximum of 8 currencies within your MarTrust E-Wallet.

Can I make a bank transfer from any currency I hold within my MarTrust E-Wallet?

You can make a bank transfer from any currency you hold within the MarTrust E-Wallet. Just choose which currency you would like to pay from when creating the payment.

How do I spend money in each currency from my MarTrust E-Wallet?

Any funds held in your MarTrust E–Wallet, in any currency can be spent through your MarTrust E-Wallet account via bank transfer or loaded onto your prepaid Mastercard®. You can then withdraw funds from an ATM, make online payments, use the prepaid Mastercard® in shops and restaurants or anywhere else that accepts Mastercard®.

Are there any maintenance fees for the MarTrust E-Wallet?

There are no maintenance fees for the MarTrust E-Wallet.

Can I make a payment from my MarTrust E-Wallet to any Mastercard®?

You do have the ability to make a payment from your MarTrust E-Wallet to another Mastercard® in Ukraine or to a UnionPay Card in China. The single payment limit for Mastercard® in Ukraine is USD 5,000, whereas for UnionPay card in China, it is USD 3,000.

Can I make a payment from my MarTrust E-Wallet to Visa cards?

Yes, you can now make a payment from your MarTrust E-Wallet to a Visa debit card issued in Ukraine. The single payment limit is USD 5,000.

Will I receive interest on funds held in my MarTrust E-Wallet?

No, your MarTrust E-Wallet account is not a deposit account and is therefore non-interest bearing. MarTrust is not authorised to provide interest or use your funds to generate income.

Is there a limit on how much money I can transfer from my MarTrust E-Wallet?

No, there is currently no limitation on the amount you can pay from your MarTrust E-Wallet.

Are there any additional/hidden charges that will apply to use the MarTrust E-Wallet or the prepaid Mastercard®?

There are no hidden fees. All charges related to ATM withdrawals and e-commerce can be found on the MarTrust website here: https://www.martrust.com/fee-and-limits-schedule/.

Can I deposit funds to my MarTrust E-Wallet account from my personal bank account?

No, you cannot deposit funds to your MarTrust E-Wallet account from a personal bank account. You can only receive funds to your MarTrust E-Wallet account; from your employer; or from another seafarer who also has a MarTrust E-Wallet account.

My bank is sanctioned, can I still make remittances?

The MarTrust solution continually runs compliance and sanctions checks before releasing payments to ensure sanctions compliance. MarTrust is unable to process payments to or through sanctioned banks including any subsidiaries of the same.

What happens if the proposed recipient is sanctioned?

MarTrust is unable to process payments to or through any sanctioned entity or individual.

How secure is the MarTrust E-Wallet App?

The MarTrust E-Wallet App has all the required security features in accordance with the applicable laws, regulations and industry standards. The MarTrust E-Wallet uses multifactor authentication, in addition to the in-built security protocols within your phone to ensure your data and your funds remain safe.

How do I make a payment using my MarTrust E-Wallet App?

To make a payment you need to go to payments section in your MarTrust E-Wallet App and add a beneficiary/payee. You can do this for one-off payments or if needed you have the ability to set up automated regular payments under the salary disbursement section in your MarTrust E-Wallet App.

Is there a limit to the number of beneficiaries/payees I can have in my MarTrust E-Wallet App?

No, there is no limitation, you can save all of your chosen beneficiaries/payees enabling you to access the same details more easily when making future payments.

How long will it take for money to be transferred from my MarTrust E-Wallet to a local bank account?

This can vary depending on the currency and country that the payment is sent to. All MarTrust bank transfers are processed as urgent wire payments. Urgent wire payments can be received on the same day sent, although in most instances they would take up to 2 days to be received, with some countries and currencies taking up to 7 days, depending upon the correspondent banks used which falls out of MarTrust’s control. Please also note that there are instances where the payment is delayed by the correspondent bank for additional compliance checks and/or sanctions screening which is outside of MarTrust’s control.

Will my employer pay for the first transfer home every month?

Most employers pay for the first transfer home following payroll, however, some also offer additional free transfers according to your contract. Please note that if you do not use any free transfer offered before the next payroll is made, you will lose any previous free transfers.

I tried to make a transfer but I received an error message ‘request provided is not valid’. What does this mean?

You may not have sufficient balance in your MarTrust E-Wallet account to cover the cost of the transfer fee. Please ensure that you have sufficient funds in your account to cover the fee in addition to the transfer you are wanting to make. If you are still having issues, please contact our 24/7 helpdesk by phone +302106244770 or by email at [email protected].

FX

Which exchange rate do I get when making a payment in a different currency from my MarTrust E–Wallet?

If you make a bank payment from your MarTrust E–Wallet in a different currency, you will be shown the actual exchange rate before confirming the transaction. Our exchange rate is based on a live rate feed and includes a 1% fee, which is why the rate constantly refreshes every 20 seconds.

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. Our exchange rate is based on a live rate feed and includes a 1% fee, which is why the rate constantly refreshes every 20 seconds.

Which exchange rate do I get if pay in a different currency from what I hold in my MarTrust E-Wallet?

If the currency of the transaction does not match any of the MarTrust E–Wallet currencies that you hold, then the exchange rate will be determined by Mastercard® + 2%. If the currency you want to spend in matches a MarTrust E–Wallet currency we have available, then you can buy this currency via the MarTrust E-Wallet App, load your card with the currency and then make the transaction to benefit from a 50% saving in exchange rate.

Which transactions are free of charge?

You can do one transfer to any bank account and up to two ATM withdrawals free of charge every month. There is no charge when transferring funds back and forth between the MarTrust E-Wallet and your prepaid Mastercard®.

Does the transaction fee increase if making a large wire payment?

No, the wire payment transaction fee is fixed at EUR11 or USD12 irrespective of the size of the payment. The transaction fee is payable for any subsequent wire payment after your first free of charge transfer each month.

What is the applicable exchange rate on different currency transactions?

The exchange rates available in your MarTrust E-Wallet account are transparent and easily accessible enabling you to see the exchange rate before making a transaction. Our exchange rate is based on a live rate feed and includes a 1% fee, which is why the rate constantly refreshes every 20 seconds.

MarTrust Prepaid Mastercard®

Where can I use my MarTrust Prepaid Mastercard®?

You can use your MarTrust Prepaid Mastercard® anywhere in the world where Mastercard® is acceptable. It can be used for ATM withdrawals, online purchases and contactless payments. In total there are over 37 million locations which currently accept Mastercard®.

How do I load my Prepaid Mastercard® with funds from my MarTrust E-Wallet?

Once you have purchased the currency you want to load using the FX tab, please go to the Card tab and click Load/Unload. Select the currency you want to load and enter the amount, then click load.

I have not received my MarTrust Prepaid Mastercard®?

Your card will be sent to your employer, who will arrange for this either to be collected if you are passing by their office, or to be sent to you at home or to your next port of arrival if you are still onboard.

The name on my MarTrust Prepaid Mastercard® is wrong?

If there is an error with the name printed on your MarTrust Prepaid Mastercard®, please contact us at [email protected]

How do I lock or unlock my MarTrust Prepaid Mastercard®?

You can easily and quickly lock your card when not in use. Locking your card when not in use adds an extra layer of security and protects you from fraud attempts. Log in to the MarTrust E-Wallet App open the Card section and select Block Card. When you want to use the card again, follow the same steps above but select Unblock Card.

Lost or stolen MarTrust Prepaid Mastercard®?

If you have lost your MarTrust Prepaid 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 as lost. To report your MarTrust Prepaid Mastercard® as lost or stolen, please log in to the MarTrust E-Wallet App, open the Card section and press “Report Lost/ Stolen”. This will inform the Customer Services team who will order a replacement card for you.

Replacement MarTrust Prepaid Mastercard®?

If your card has been lost, stolen or damaged, report it as soon as possible following the steps outlined above. Once your card has been reported lost or stolen, Customer Services will order a replacement.

Can I withdraw cash using cashback?

At this time, we are not able to offer cashback with the MarTrust Prepaid Mastercard®.

Can I withdraw cash over the counter in a bank?

At this time, you are not able to withdraw cash over the counter in a bank with your MarTrust Prepaid Mastercard®.

Contactless payment limits

The contactless limit is cumulative and is either; USD150 or up to 15 transactions, whichever the cardholder reaches first. Once the limit has been reached, the cardholder will need to use their chip and pin, upon which the contactless limit will be reset.

Contactless payment limits PIN

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

Card not working with certain card machines or ATM’s

It is possible that while a merchant accepts Mastercard, they may not accept MarTrust Prepaid Mastercard®. If you experience any issues, please try another ATM machine or contact [email protected]

Are there any charges for a POS (Point of Sale) declined transaction?

MarTrust does not charge a transaction fee for POS declined transactions.

What happens to the funds on a reported lost or stolen prepaid Mastercard®?

Any funds on your prepaid Mastercard® will be re-credited to your MarTrust E-Wallet account once the prepaid Mastercard® has been reported as lost or stolen.

ATM

Is there any limitation to the amount that can be withdrawn from an ATM using my prepaid Mastercard®?

The maximum amount you can withdraw from an ATM at one time using your prepaid Mastercard® is EUR750 or USD900 and the maximum daily withdrawal limit is EUR900 or USD1,300.

How much does it cost to withdraw cash from an ATM?

Each ATM cash withdrawal after your two free monthly ATM cash withdrawals will incur a transaction fee of EUR2.50 or USD3.

If the ATM takes my prepaid Mastercard®, what should I do?

If the ATM retains your prepaid Mastercard® please report it as lost in the MarTrust E-Wallet App by clicking on the lost or stolen button. A replacement prepaid Mastercard® will then be sent to you.

Which ATMs can I use to withdraw USD from my prepaid Mastercard®?

We do not have a list of ATMs where the withdrawal of USD is available using your prepaid Mastercard®. However, some bank branches allow withdrawals of USD in cash at the cashier when presenting a copy of your passport.

The ATM captured my MarTrust Prepaid Mastercard®?

If the ATM has kept your MarTrust Prepaid Mastercard® please log in to the MarTrust E-Wallet App open the Card section and press “Report Lost / Stolen”. This will start the process of reissuing a new card which will be sent to your employer, as your old will not be returned to yourself or to MarTrust.

Non dispense of cash & debited account?

If an ATM failed to dispense the cash but debited your account for the amount requested, please contact [email protected] to assist you.

The ATM will not allow me to change my PIN?

While all ATMs displaying the Mastercard® logo should allow you to change your PIN, this can sometimes happen. Please try a different ATM that is not part of the same bank network. The PIN cannot be changed via the MarTrust E-Wallet App.

The ATM will not allow me to view my Balance?

Some ATMs may not be able to provide this. The balance is always available in your MarTrust E-Wallet App and it is always free.

Card is not working in the ATM and keeps gives card back?

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

Where can I find my PIN?

The PIN for your new card can be retrieved in the MarTrust E-Wallet App. Go to the Card section and press “See your Pin”.

How do I change my PIN?

The PIN for the MarTrust Prepaid Mastercard® can only be changed at an ATM which shows a Mastercard® logo. MarTrust does not charge for this service.

I have forgotten my PIN?

If you forget the PIN for your card, log into the MarTrust E-Wallet App, go to the Card section and press “See your Pin”.

Pin blocked online – exceeded pin try count

After 3 incorrect PIN attempts, the card will be blocked. You will need to contact [email protected] to have the card unblocked.

3D Secure

3D Secure, what is it?

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

How does 3D Secure work?

When you make an online purchase with MarTrust Prepaid Mastercard®, you may be prompted to identify yourself to ensure you are the person making the transaction during the checkout process. You may receive a one-time code (OTP) via text message to the telephone number we have registered for you. This OTP is not shared with anyone.

What happens if I enter the OTP wrong?

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 [email protected] to unblock your card.

What happens if I enter the CVC (3 digit code on the back of your card) wrong?

If you enter the CVC wrong 3 times, the card will be blocked. You will need to contact [email protected] to unblock your card.

Online Purchase failed after going through 3DS?

If the purchase was cancelled after going through 3D Secure, it is likely either the OTP 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.

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