You can use your ACE virtual card for online transactions and subscriptions, providing you with peace of mind when shopping online.

You can't use it for payments that require a physical card as proof of payment, such as hotel bookings or, online-purchased train tickets.

Your first point of contact, and usually the fastest way to resolution, is to connect with the merchant directly. We also suggest that you contact the courier or payment handler (such as PayPal) if appropriate.

If, after contacting these parties, you are unable to get a response or have your issue resolved, you may be able to dispute the transaction by sending us an email which should be detailed and well covered including your transaction ID and your reason for dispute.

Disputes we address:

Problem with the goods or service(s) you purchased.

Problem with a refund, which the merchant confirmed they would provide.

Problem with a recurring (subscription) payment.

If you have been charged an additional fee by a merchant, or you’ve been charged for not using a booking.

If you have been incorrectly or charged more than once for the same goods or service(s) A couple of things to bear in mind:

• We may need to see evidence that supports your claim. This might include, but is not limited to, proof of the purchase and evidence of any conversations you’ve had with the merchant.
• By raising a dispute, you're asking ACE to attempt to claim your money back from the retailer or service provider. There is no guarantee that we will be able to recover your money, but we will assess your case fairly, using all the information and evidence you provide.
• If the problem on which you want to raise a dispute is not listed above, please get in touch via the Help section in the app.

Your initial card is free, and we'll refund you for a new one if it malfunctions or gets worn out within the first year of use.

You can withdraw cash from any cash machine in your home country or overseas that supports Mastercard, but please look out for any fees that are applied by some ATM operators.

You will be allocated Up to 3 free ATM withdrawals or £200 worth per rolling month (whichever comes first).

Once your withdrawal allowance has been reached you will be charged per withdrawal 1.25% or 1.25 GBP (whichever is higher)

No, you need at least £5 in your ACE Union account when ordering the first free physical card.

Yes, you will have to pay £10 for a replacement card if your original one is lost or stolen. In case of damage or card rendered as unusable by act of the customer, no free replacement would be provided. Anyhow, worn-out cards under 1 year of usage are entitled to a Refund from ACE along with any error, omission or fault at our end or our Partners’ end.

Once you create a virtual card, it is ready for use. You do not need to activate it. To view its details (card number, CVV, expiry date), you need to find your card in the 'Cards' section and tap on 'Show details ‘

'Note: Virtual cards do not have a PIN code.

You can activate your physical card by following the below steps:

• Open the app
• Tap on ‘Cards’
• Tap on the ‘physical card’
• Tap on ‘Activate’

If your card is swallowed by the ATM terminal, please block and replace the card immediately following the below steps:

• Go to the 'Cards' tab in the app.
• Select the card
• Tap on “Block”
• Enter the passcode
• Select the reason as “Lost / Stolen”

Meanwhile, you can create a virtual card by going to the 'Cards' tab > Get card

Even if the ATM provider returns the card to you, we cannot reactivate it since it may have been compromised while it was not in your possession.

To order a virtual card:

• Go to the 'Cards' tab in the app.
• Select 'Get card'
• Select 'Virtual card' and complete your order.

This card will instantly appear in your app and can be used for online purchases immediately without any further activation. You won't receive a physical copy of this card.

A pending refund means that the merchant has processed a refund but hasn't completed it yet. As soon as they do, we add the amount to your available balance. Unfortunately, we can't expedite this process, as it depends entirely on the merchant and their bank.

You can freeze/unfreeze your card instantly by following the below steps:

• Go to the 'Cards' tab in the app.
• Select the card
• Tap on “Freeze” or “Unfreeze

There are no FREE ATM withdrawals outside the UK. Standard fee applies to international ATM transactions.