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If you have questions related to your card please call the BLME Customer Services Team on +44 (0)20 3761 6761. The team are available between 8am – 6pm, Monday to Friday (excluding UK Bank Holidays). You may also find the answer to your questions within these frequently asked questions.
If you have a query about the card itself, or you have an unknown transaction on your Private Banking Current Account, or a transaction has been declined but you have funds available on your Private Banking Current Account, please call the BLME Customer Services Team on +44 (0)20 3761 6761
Before you can start using the card you must take the following steps:
Your card is automatically activated when you retrieve your PIN.
To retrieve your PIN, please follow either step below:
PIN <Include a space> <Last eight digits of your card number with no spaces>
For example: PIN 12345678
Once you have completed either of these steps your card will immediately activated. Please keep your PIN safe and do not write it down or share it with anyone
If your card has been lost or stolen, or you believe its security has been compromised, there are a number of ways you can ensure your card is blocked and protect yourself from fraudulent transactions.
Lock<Include a space><Last 4 Digits of Card Number> For example: Lock 6724
This must be sent using the mobile phone that you registered with BLME for Card Services.
Please note that reporting your card 'Lost of Stolen' will result in the card being cancelled and a new card being ordered for you.
A temporary block will not cancel you card, it will simply ensure that no transactions are authorised until you are able to report it 'Lost of Stolen' or alternatively have found the card and decide to unblock the card. (See FAQ 4.3)
When you block a card you can unblock it at a later date, this is a temporary solution. When you report your card lost or stolen your card is cancelled and a new card is automatically ordered. Once a card has been reported lost or stolen it cannot be reactivated.
To block your card:
Lock<Include a space><Last 4 Digits of Card Number> For example: Lock 6724
This must be sent using the mobile phone that you registered with BLME for Card Services.
There are a number of ways you can unblock your card:
Unlock<Include a space><Last 4 Digits of Card Number> For example: Unlock 6724
To ensure BLME and our product offering remain compliant with Sharia’a principles there are some restrictions on where you can use you BLME card. You cannot use the BLME card for any of the following:
To prevent fraud BLME restricts the use of your card in certain locations such as the US. However, if you travel to the US and want to use your BLME card you just need to get in touch with BLME Customer Services and we can lift this restriction for the duration of your visit.
When using your card you must also comply with all the laws and regulations as applicable in the country of use.
Details of the maximum cash withdrawal limits were provided in your BLME card Terms and Conditions. BLME will write to inform you of any changes to this limit.
Please note that some ATMs may have a maximum transaction amount that may be considerably below your BLME daily limit. It is possible to use multiple ATMs during the same day, subject to the maximum cash withdrawal limit not being exceeded.
Details of the maximum daily spend limits were provided in your BLME card Terms and Conditions. BLME will write to inform you of any changes to these limits.
The current transaction limit is £30 however this limit may change from time to time.
No, this is not a credit card and carries no credit limit. In addition to the daily spend and cash withdrawal limits of the card, you cannot spend more money than is held in your Private Banking Current Account.
Yes, you can find the expiry date on the front of your card. If your card is due to expire a replacement card will be sent to you within 10 days prior to the expiration date along with instructions on how to activate your new card. A new PIN is issued whenever a new card is provided.
If you have not received your new card 10 working days before your current card expires, please contact the BLME Customer Services on +44 (0)20 3761 6761.
BLME will automatically reissue a new card when your current card nears expiry (see 5.6 above).
If your card was lost or stolen a replacement card will be sent automatically when you report the loss or theft.
If you card has been damaged, please contact your Relationship Manager or call the BLME Customer Services Team on +44 (0)20 3761 6761.
No, the cards are personal and we only offer one card per individual named on the Private Banking Current Account.
The only fee applied on your card is the Foreign Exchange Currency Fee when you conduct transactions not in British Pound.
The Foreign Exchange Currency Fee is 3% of the transaction amount, as converted to British Pound, and will be applied to your Private Banking Current Account. This fee is subject to change however you will be informed of any changes to the fees associated with your card in line with the BLME card Terms and Conditions.
If you are paying for goods and services or making ATM withdrawals in a currency other than in British Pound, the amount payable will be converted at the Mastercard® conversion rate at the time your transaction is processed. The Mastercard® conversion rate is displayed on https://www.mastercard.com/global/currencyconversion.
The Mastercard® conversion rate may vary during the day and is not set by us. Note that exchange rates can fluctuate and that they may change between the time when the transaction has been made and the time when it is settled and billed to your Private Banking Current Account.
It is a payment card that allows you to access the funds held in your Private Banking Current Account up to the daily limits detailed in your BLME card Terms and Conditions. Your card functions in the same way as a debit card.
You will need to complete the Private Banking Current Account and Payment Card application forms. Your Relationship Manager will be able to send you the required documents on request or email cards@blme.com
A minimum balance of £50,000 should be maintained on your Private Banking Current Account and we must have successfully completed the account opening procedure.
BLME cards draw money directly from your BLME Private Banking Current Account whenever you make a purchase. When you make a purchase a hold of the amount of the purchase is applied to your account. Then the seller (merchant) sends the transaction to their bank and the funds are debited from your account and then transferred to the seller (merchants) account. On rare occasions it can take several days for the transaction to go through the full process. For this reason, it is important to maintain the minimum balance in your BLME Private Banking Current Account. You can check your balance in the BLME Card Portal.
A merchant is an individual or business that sells goods or services. These goods or services can be purchased face-to-face in a shop or remotely via the internet or over the phone.
Contactless is a payment function for transactions of up to £30 in the UK. Please note that the contactless transaction limits vary in other countries and this limit is subject to change. You can pay for your goods at checkout simply by holding your card in front of a contactless card-reader. All BLME Mastercard® cards have contactless technology and you can use the contactless method of paying.
BLME cards are issued by Prepaid Financial Services Limited pursuant to a licence from Mastercard® International Incorporated. Prepaid Financial Services Limited is regulated and authorised by the Financial Conduct Authority, registration number 900036. Registered Office: Fifth Floor, Langham House, 302-308 Regent Street, London, W1B 3AT. Company Registration number: 06337638. The BLME card is a Prepaid Financial Services product
You must notify your Relationship Manager at BLME immediately or email us at cards@BLME.com. You cannot change your address via the BLME Card Portal. In order to protect your personal information we may ask for proof of your new address.
It is important that BLME has the correct mobile phone number for you. Without the correct mobile phone number BLME will not be able to recognise or process SMS instructions such as retrieving your PIN or temporarily blocking your card.
Please notify your Relationship Manager at BLME immediately or email us at cards@BLME.com to inform us of your new mobile number.
Yes, this card can be used for ATMs withdrawals.
In this case your purchase will be declined. You can only use your card to access available funds in your Private Banking Current Account and this is subject to daily transaction and cash withdrawal limits.
Please contact us on +44 (0)20 3761 6761 immediately and provide details of the transaction you do not recognise or know to be unauthorised. You can also block your card if you think that the security of the card has been compromised. You can block your card by:
You can do this by sending the following command to +44 (0)7400 388 071:
Lock<Include a space><Last 4 Digits of Card Number> For example: Lock 6724
Please note that reporting your card ‘Lost or Stolen’ will result in the card being cancelled and a new card being ordered for you.
A temporary block will not cancel the card it will simply ensure that no transactions are authorised until you are able to report it ‘Lost or Stolen’ or alternatively decide to unblock the card (see FAQ 4.3)
You should immediately report your card as stolen to prevent any further fraud taking place. You can report your card stolen by:
You can do this by sending the following command to +44 (0)7400 388 071:
Lock<Include a space><Last 4 Digits of Card Number> For example: Lock 6724
Please note that reporting your card ‘Lost or Stolen’ will result in the card being cancelled and a new card being ordered for you.
A temporary block will not cancel the card it will simply ensure that no transactions are authorised until you are able to report it ‘Lost or Stolen’ or alternatively decide to unblock the card (see FAQ 4.3)
Yes. BLME uses a robust fraud monitoring service. For online purchases 3D secure (see 11.2) is used and for transactions made in person there is CHIP and PIN.
It is important that you keep your card safe and your PIN secure. Please do not write your PIN down or share your PIN with anyone. Please refer to the BLME card Terms and Conditions.
3D Secure allows shoppers to create and assign a password to their card that is then verified whenever a transaction is processed through a site that supports the use of the scheme. The addition of password protection allows extra security on transactions that are processed online.
You must keep your card, PIN and any other security details safe and not let anyone else use them.
We will never ask you for your PIN other than via the automated IVR (Interactive Voice Response) system and you should never reveal it to anyone.
You can change your PIN to something more memorable at most Mastercard® compatible ATMs within the UK by following the onscreen instructions, subject to the relevant ATM provider offering this service.
For security reasons, your card PIN may be disabled if you enter your PIN incorrectly. To unblock your PIN you will need to call the Customer Service team on +44 (0)20 3761 6761 to have the card unblocked.
We recommend that you check the available balance on your account and monitor your card transactions regularly. You can do this via the Card Portal account at https://BLME.com/login, or by calling BLME Customer Services or by checking your bank statements.
Your contactless card has the same anti-fraud protection as regular 'Chip & PIN' cards. If your card is lost or stolen, your card has protection against fraudulent use loss, provided that you inform us as soon as you realise your card is missing. For added protection, you will occasionally be asked to enter your PIN when making a payment and your PIN will always be needed for payments of over £30.
Interactive voice response is a technology that allows a computer to interact with humans through the use of voice and dual-tone multi-frequency signalling (DTMF) keypad inputs.
It means you can use your telephone to navigate your way through a computer by either selecting the numbers on your telephone keypad or by using simple voice commands.
Certain functions can be carried out using the IVR (Interactive Voice Response). These include:
Please call +44 (0)20 3761 6761
This is available 24 hours a day, every day.
If your query is not covered with IVR (Interactive Voice Response) press option 0 on the IVR (Interactive Voice Response) to speak directly to the BLME Customer Services team. The team are available between 8am - 6pm, Monday to Friday (excluding UK Bank Holidays).
Check these FAQs to see if your query is covered and if you can’t find the answer you’re looking for you can also call your Relationship Manager
Certain functions can be carried out by sending SMS commands to +44 (0)7400 388 071. These include:
PIN<insert space><last 8 digits of your card>
Example: PIN 38462047
This can also be used if you’ve forgotten your PIN and want to be reminded of the number.
Balance<insert space><Last 4 Digits of Card Number>
Example: Balance 6724
Lock <Last 4 Digits of Card Number>
Unlock<insert space><Last 4 Digits of Card Number>
Example: Unlock 6724
If you wish to cancel your card or no longer wish to use it then please contact your Relationship Manager.
If you wish to make a complaint or would like a copy of our Complaints Procedure you can do so by contacting your Relationship Manager, by calling us on 020 7618 0147 or by writing to us at:
BLME cards
Cannon Place
78 Cannon Street
EC4N 6HL
Email: cards@BLME.com
Our complaint procedure is available online at: https://www.blme.com/website-terms-conditions/complaints-procedure
If you make a complaint, we will aim to resolve it as quickly as possible. If you are still not satisfied, you may be able to refer your complaint to the Financial Ombudsman Service (FOS). You can find out more at http://www.financial-ombudsman.org.uk/
