Have a question, visit our help centre first.
Have a question, visit our help centre first.
Remind yourself of how bYond works, with the handy tour.
Customer services are available 8am to 8pm, Monday to Sunday excluding Christmas Day, Boxing Day and New years Day. Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs. We recommend calling if you need urgent assistance, but if your query is not urgent use email.
bYond is a workplace benefit offered to users via their employer as a way to access exclusive offers and discounts on their everyday spend. It is a Mastercard® prepaid card that employees can use at 70+ online and high street retailers where they can earn cashback onto their card, every time they spend with it. From up to 3% at supermarkets, 10% at restaurants and 15% on experiences, cardholders earn every time they spend with the card. Employees can choose to load a fixed amount of their salary onto their card automatically each month, or can top up their balance 'on the go' using a debit card. With a few smart swaps of where a user spends, on average cardholders can earn over £200 a year by using bYond.
Your employer must be enrolled in the programme first. You will then be able to sign up via your employer who will pass your information to us. We’ll then send you an invite detailing everything you need to do. If your employer is not on the programme, why not speak to your HR team and ask them to get in touch!
To get your hands on a byond card, you need to have signed up for one via your employer.
You can use your bYond card at any of our participating retail partners where you'll earn cashback onto your card. The full list and rates you can earn are found within your account. Make sure you log in regularly as our partners do change from time to time, and we also have other promotions and offers exclusive to our bYond cardholders. With 70+ different brands and thousands of locations available, there's loads of ways to earn money as you shop!
Cashback on your card is the money you earn whenever you pay with bYond at any of our partner retailers or brands. Every retailer has a specific offer, which is a percentage of the transaction value that you can earn when you spend with them. You can see this list of offers within your online account. Once you’ve used bYond at a participating location, 30 days later we will pay it to your account. From here, you can add it to your card balance, ready for your next transaction.
To log in on the website, you will need to enter the username and password you created as part of registration. You will then be sent a security one-time passcode that you need to enter.
If you aren't sure if you recognise some of the activity on your account, we recommend you freeze your card right away and contact us as soon as you can so we can look into it for you.
You can contact us by email or phone. Scroll down to find out all the details.
No. Your bYond card is a prepaid card. It is issued by GVS Prepaid Ltd, an Electronic Money Institution authorised in the UK by the Financial Conduct Authority (FCA) with Firm Reference number 900230. GVS Prepaid is a subsidiary of Blackhawk Network business.
If you haven’t received an invite from us and expected one, please first check your junk or spam folders. If there is nothing there, then please contact us and we’ll take a look to check the email we have on record. We may need to contact your employer to check your details.
Yes, all new bYond cards issued are contactless. You can identify this by the contactless symbol printed on the card. If you are an existing cardholder with an older card, then it may not be contactless, but don’t worry if that’s the case, as when you receive your next replacement card when the current expires, you will receive a new contactless card instead.
You can't use your card to withdraw cash, obtain cashback or foreign currency over the counter, or to pay at any kind of automated payment machine (such as CAT terminals, pay@pump, tolls, and car park or train ticket machines). You also cannot use your card for subscriptions, automated periodic payments or gambling; or for obtaining illegal goods or services. Cards will also not be accepted in any franchise stores, which are normally found at airports, train and service stations.
The vault is a separate pot attached to your account where we will pay the money you have earned from using bYond. Your vault balance is the total you have earned so far, including both pending and paid values. You can withdraw money from your vault at any time and transfer it to your card balance ready to spend. You can only withdraw the value that is paid however, any value that is still pending will not be able to be withdrawn.
This is for extra security to ensure it is you that is logging into your account. It’s what we call 2-factor authentication, where you need to enter two pieces of information to prove it’s you - something you know (your password) and something you have (the one-time passcode we send to your phone). As our card is a regulated e-money product, we have to comply with various legislation including the 2nd Payment Services Directive (PSD2). It is this regulation that requires 2-factor authentication. We appreciate it can be frustrating but keeping your accounts and your money secure is of the upmost importance to us. We are continually working on ways we can make accessing your account faster and simpler, whilst never compromising on security.
To freeze your card go to Manage Card within your Account where you can toggle your card between frozen and not. Once toggled on your card will be immediately be frozen and will no longer work for any transactions, likewise when you unfreeze your card this will happen immediately. If you have a partner card, you can also freeze their card.
Our normal operating hours are 8am-8pm, 7 days a week excluding Bank Holidays.
If you have, or have previously signed up for a Pure Card, then don’t worry – that’s us! It’s the same core product, we have just relaunched ourselves as bYond which gives us a new brand, and a bigger, better experience.
You will receive an invite to the email address provided by your employer. This will include some important details which you’ll need to enter including an account number. You will also need to know your unique Employee Reference. This is usually a payroll number, but if you are not sure, please check with your HR team first. When ready, visit the website to complete registration. You will need to enter your details including name, date of birth, mobile, email and address. We will then send an SMS one-time passcode to your mobile which you need to enter. This ensures we can verify we have the correct details as will use this number to communicate security codes to you in future. You will then set your log in details, and finally set your marketing preferences and accept the terms and conditions. Once that’s done we will order your card which usually takes about 3-5 working days to arrive with you.
Some employers choose to have a branded card, so you may have a card that looks a little different. The product works exactly the same, it just carries the branding of your employer!If you are an existing cardholder, you may also have a Pure Card. This is just our old branding, the card will continue to work as it does today. When that card expires or you receive a replacement card, we will replace it with our new bYond card design.
No, unfortunately not.
As soon as you perform a transaction we will calculate the value you have earned and add it to your vault. For the next 30 days this value remains in a pending status meaning you cannot yet move it to your card balance. After 30 days we will pay the value and it’s status will update to Paid. At this point you can now transfer the value to your card balance. You can see the status of any transaction, and the cashback due to your card in the Summary. Within each transaction you will see the % value earned, the value earned and the estimated pay date. When the cashback has been paid to your card you will see a pink tick next to the transaction.
You’ll need your password to access your account online. You can reset your password at any time. On the login screen just choose the 'Forgotten Password?' option. You’ll be asked to enter your 9-digit card ID and last 4 digits of your long card number. We’ll then send a password reset email to the address on your account. Follow the onscreen instructions to create a new password.
If you think you have lost your card or had it stolen, please get in touch with us straight away so that we can block that card and get a new one out to you as soon as possible. Please note, charges may apply for a replacement card which we will advise you of at the time. Please check your terms and conditions for more information.
Yes, automated phone services are available 24/7. Simply call 0344 879 1064. If your card has already been activated, you will be prompted to enter your 9-digit card ID.
Blackhawk Network is a provider of branded payment programs. GVS Prepaid is a subsidiary of Blackhawk Network business and is the regulated entity which holds our E-Money Licence enabling us to issue prepaid cards within the UK.
If you don’t receive a registration code, you can request a new one to be resent. The code only lasts for 10 minutes so if you don’t use it in that time you will need to request another. If you are still not receiving the code please press ‘back’ and check the mobile number you have entered on the previous screen.
We send our cards out non-activated. This ensures that if they were to get lost in the mail, they wouldn’t be able to fall into any wrong hands. To activate your card simply log in to your account and click the ‘Activate card’ option. You will need to enter the 9-digit card ID which is printed on the bottom left corner of your card.
We don't send any paper PINs. Instead, you'll be able to view your PIN online once you have activated your card. You can use the quick link on the home page or go to your “Account”.
You can withdraw any value from your vault and move it to your card balance, at any time (as long as it is in a paid status). Just go to Account and then Vault, and select 'Withdraw'. We will display the value that you are able to withdraw, you decide how much, and that's it. As soon as you confirm, we will move the money immediately and you will be able to spend it straight away with your card.
You can request a username reminder at any time. On the login screen just choose the 'Forgotten Username?' option. You’ll be asked to enter your 9-digit card ID and last 4 digits of your long card number. We’ll then send you an email with your username reminder.
Customer services is open from 8am - 8pm, 7 days a week excluding bank holidays. If you find you have lost your card outside of these times, please immediately freeze your card within your online account. This will ensure your money is protected in the event someone else has your card. You can then contact us as soon as Customer Services is open so we can cancel and reissue your card. We are working on adding a digital lost/stolen service on the website over the coming months.
If you are unhappy with any part of our service and want to make a complaint, then please contact us. One of us will get in touch by the end of the next working day at the latest and if we can't resolve the issue there and then, we'll continue to investigate and keep you informed along the way. Our full complaints policy is available here.
Yes, bYond is a solution for companies and employees in the UK only at this time.
When you register, you'll need to provide an email address and a mobile number. We need your email address so that we can send any important messages about your card. You can also opt in for any other marketing or promotional emails including competitions. We need a valid mobile number so that we can send you security one-time passcodes enabling you to log in to your account online, or to authorise any online payments if required.
If you've tried to activate your card but it doesn't seem to be working, please contact us.
Yes, you can change your PIN at any ATM displaying the Mastercard® symbol using the PIN Services option.
No. bYond is a prepaid card, not a savings account. So while you can save your Cashback earnings until you’re ready to spend, you cannot add additional money directly to your Vault.
You can check your balance at any time by logging into your account online, calling customer services where you can get a balance update via our automated phone service. You can also receive your balance by SMS. Simply text BALANCE to 07481339960. We recommend saving this number to your contacts so it’s easy to access.
No, your partner card will still work, even if your own card is blocked for whatever reason.
You must be at least 16 years old to have a bYond Card. If you're under 18, you won't be able to use your card in pubs, bars, nightclubs, some restaurants, wine and beer wholesalers and cigar/tobacco shops. Once you reach 18 this restriction will no longer apply.
We need to make sure we have the right mobile number so that we can deliver security one-time passcodes to you. These are important as you'll need one every time you log in to your account online and may be required to enter one when using your card for online purchases. If you update your mobile number, you will need to re-verify it.
You can unlock your PIN at any ATM displaying the Mastercard® symbol using the PIN Services option.
A goal is something that you want to save the money you earn with bYond for. When you set a goal, you give it a name and a target value. Every time you log into your account, you will see how the money in your vault is building and can track your progress towards your goal. Every time you use bYond, you get a little closer!
If your card has gone into a negative balance, you will need to reimburse us. We will contact you with instructions on how to do this and if not completed, may cancel your card. If you notice your card has gone into a negative balance before you hear from us, please contact us as soon as possible.
Absolutely! We are an Electronic Money Institution authorised in the UK by the Financial Conduct Authority. As part of this, we safeguard all funds on our cards in accordance with Regulation 21 of the Electronic Money Regulations to ensure funds are safe and protected. This means that in the unlikely event of us becoming insolvent all your money is fully protected.
You may be required to provide a picture of your ID (either passport or driving licence) to help us verify your identity. The ID you provide must be current - unfortunately we cannot accept expired documents. This is a requirement under the anti-money laundering legislations within the UK. It's nothing to worry about and usually only takes a few minutes, although in some cases it can take a few days to complete.
You can add money to your card in two ways:If you have elected to load a portion of your salary to your card directly through your employer, then on or around pay day your employee will pass us that money and we’ll load it directly to your card. You can also top it up using a debit card via the website or by SMS.
You can set a goal at any time within your Account. You can also edit an existing goal if you need to!
A transaction can show as pending on your account if it has not yet been processed by the retailer. If a transaction hasn't been successful or the retailer has cancelled it, the relevant funds may remain as pending for up to 15 working days. If you need access to these funds sooner, please contact us.
We are currently building our bYond mobile app which is due to be released early 2021. If you are an existing Pure cardholder, you can continue to use the MyPureCard app until this is released. You should only use the old app to check your balance, check where you can spend or to top up, other features that we have built into bYond are not available via the app, so we encourage you to use the website too!
You can provide your ID in two ways:
You can top up your card using a debit card. This card must be registered to the same address as your bYond card otherwise it may fail. Once you’ve topped up once, you can save your card details to use again in future for a faster top up. If you need to change it, you just add a different card. This will replace the existing card saved, as we can only save one card that you have used. If you have a saved card, you can also top up by SMS, simply by texting TOPUP followed by the amount you want to top up by, and the 3-digit security code from the back of your card to 07481339960. We recommend saving this number to your contacts so it’s easy to access. e.g. TOPUP 100 123 to top up £100 with the card saved to your account.
Once you’ve reached your goal, you’ll get the opportunity to increase it if you want to keep saving for something bigger, or you can withdraw the value and set yourself a new goal!
If you want to change your name, then please get in touch as we will need some further information from you (e.g. copy of deed poll or marriage certificate).
If you're having trouble getting your ID to scan, here are some tips:
Your top-up may have failed for a number of reasons:
Not at the moment.
You can update your address through your online account.
If you have tried to register and are still facing issues, please contact us so we can help you through it.
If your top-up fails due to the address registered to your card being different to that of your bank, you may find this transaction appears as pending in your bank account. Don't worry, you will get those funds back. We sent an authorisation reversal right away, however some banks do not use this reversal. If they haven't, it can take up to 10 days for the money to be returned to your account. Please contact your bank if you have any queries.
You can update your contact details through your online account. If you update your mobile number, you will need to re-verify it.
You can spend up to £45 with contactless.
You can manage your marketing preferences at any time within your online account. Go to Account in the top menu and select Profile and Preferences, where you can toggle your preferences on or off as required. We encourage you to opt in for our marketing messages as this is how we’ll tell you about all our latest offers.
As part of the recent PSD2 legislation, greater controls are being placed on online transactions. This means that moving forward you may have to authenticate an online transaction by entering an additional passcode. We'll send this to you by SMS where you will then enter it within the checkout experience. If you have any issues authenticating an online transaction, then please contact us so we can investigate for you.
Freeze card is handy feature that enables you to temporarily block your card without having to cancel it completely. This will mean that the card won't be able to be used to make any purchases. If you think you've lost your card, we recommend that you freeze it immediately to ensure your money is protected. That way, if you later find your card you can simply unfreeze it and start using it again, rather than having to wait for a new card to arrive in the post.
You may have been declined for a number of different reasons. Firstly, please check your balance. Remember, you can only spend the available balance on the card so if you have insufficient funds, you will be declined. If you have sufficient available balance, please contact us so we can investigate.
A partner card is an additional card on your account that shares the balance. It will have its own PIN and online account but everything else is shared. It’s a way of maximising how much you earn by allowing an additional person within your household to spend with the card.
Refunds can take up to 7 days to be credited back to your card.
To order a partner card, go to My Account and Profile. Here you will be able to request a partner card. Once done, your partner will be invited to sign up for bYond as well. You can only order one additional card per account and fees may apply. Please check your terms and conditions for more information about partner cards.
No, currently we don't support the ability to add bYond cards to any digital wallet.
Both your card and the partner card share the same balance. However, you will each have individual cards and PINs and access to individual online accounts to view the balance and spend history. The partner cardholder has more limited features available than the primary cardholder, for example the partner cannot top up.
If you don't use your card to make a purchase for 6 months or longer, then dormancy fees may apply. We’ll notify you before this happens, so to avoid you just need to make sure you use your card at least once every 6 months. Please check your terms and conditions for more information.
No, you can only add one partner card to your account.
If you receive a replacement card, either a reissue when your current card expires, or a lost or stolen card replacement - then you will need to activate it before you can use it. Simply log in to your account and you will be directed to activate the new card by entering in the new Card ID.
No, partner cards will not be automatically renewed and will expire at the same time as your primary card. Once you receive and activate your own replacement card, you will then be able to apply for a new partner card. Fees may apply.
Yes, as long as you have used your card within the previous 12 months we will auto-reissue you with a new card on your current card’s expiry. If you haven’t used your card however, we may choose to not reissue your card and it will expire as per the date printed on the card.
This website is designed to support the latest versions of Chrome, Firefox, Safari and Microsoft Edge. It is also built "responsively" meaning it will reshape depending on the screen size of the device you are using.
Voucher Store is an extra feature that some of our customers have available. It provides you access to a range of discounted gift cards and vouchers - ideal for when you are looking for that perfect gift. If you have Voucher Store enabled, you will see it as an option in your Quick links.
Yes. We are enrolled in Open Banking which means that you are able to add your card to any authorised third-party service. You will need to authenticate yourself using your login details and provide consent to the information you are willing to share. We will then facilitate this transfer of information securely and in adherence with the applicable legislation.
You can drop us an email and we’ll get back to you. We aim to respond to all queries within 48 hours. Send your email to firstname.lastname@example.org with as much information about your query as possible.
If you need help now, then give our friendly customer service agents a call. Phonelines are open 8am to 8pm, Monday to Sunday (excluding Christmas, Boxing Day and New Year’s Day).
Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs
If you’re looking for a specific page or area of your account, then you might find our tour helpful. You can redo this tour at any time, and we'll keep it up to date with any new features we add in future!