Travellers left unable to use Supercards after PIN problems

Former_MSE_Faye

Some people hoping to use the card overseas found it was cancelled, with a replacement sent to their home address...

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'Travellers left unable to use Supercards after PIN problems'

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VT82

Nice of the email to include an apology. Oh wait, it didn't.

titanflux

I had the same email today - two months after these problems were supposed to be fixed. I haven't had any issues and used in in Greece only last week:

It’s just been brought to our attention that the PIN for your Supercard MasterCard® may not be working. We’re sorry for any inconvenience this may have caused you.

We’re reissuing you with a brand new card, which we’re sending to your registered address via first class post, so it will be with you within the next 4-5 days. We have deactivated your current Supercard so that when your new Supercard arrives, all you need to do is activate it via the app. Your debit/credit cards will still be linked so you won’t need to worry about re-linking those.

Should you be travelling imminently or already be abroad, give us a call on +44 (0) 20 3364 5155

algray

Supercard - not so super. When your stuck in the middle of nowhere and you need a card to get you safe... Supercard says "PIN Blocked" even when you enter it correctly all the time. If you're lucky the terminal will ask you to sign instead, but often it will just reject the transaction.

Want to check-in to your hotel? Not with Supercard. Want to hire a car? Not with Supercard. Want to buy a meal/drinks/plane/train? Sometimes with Supercard.

Customer service? Clueless - they have no idea why it's not working. Sometimes they'll tell you it's because a prepay transaction isn't allowed (whose dumb idea was it to block pre-pay transactions? When are you most likely to need a pre-authorisation... oh when travelling). The pilot card worked better, took 0% on cash transactions but this card is pointless... there's better, more reliable cards.

No email from them to warn me I might suffer from these issues. I have to find out myself the hard way.

MSE - you should not promote this temperamental card. It will leave your readers high and dry - any savings by using this card are wiped out when you have to rely on your normal credit card when this one fails you.

Roger1

algray wrote: »

When your stuck in the middle of nowhere and you need a card to get you safe... Supercard says "PIN Blocked" even when you enter it correctly all the time.

Not my experience.

Want to check-in to your hotel? Not with Supercard. Want to hire a car? Not with Supercard

Did you read the T+Cs and FAQs? Such transactions are not recommended.

MSE - you should not promote this temperamental card. It will leave your readers high and dry - any savings by using this card are wiped out when you have to rely on your normal credit card when this one fails you.

Definitely not my experience. I am happy for MSE to let me know of such products and services.

algray

I'm delighted this card works so well for you Roger1, but as you'll see from the news stories I'm clearly not the only person left high and dry. When you go to the restaurant and have a nice meal for four then come to pay for it only to be told "PIN blocked" - it's really not a pleasant feeling and very inconvenient when the nearest ATM is 1km away AND pay 3% more for the handling fee.

I contacted Travelex about this and they fobbed me off with the excuse that I should check with the merchant that their terminal is online. Yeah, right, I'm going to ask the sweet little Vietnamese waitress "is your card machine online?" in my finest English. Who would actually know these things in a retailer?

As for not allowing pre-authorisation, yes it's in the T&Cs, but that doesn't make the Supercard any less stupid. When are you most likely to need a pre-authorisation? Whilst travelling of course. Did it work in the Supercard pilot? Yes it did (and you were able to set your own PIN in the pilot - not allowed now). So for some reason they've made a decision to prevent this.

As soon as I get home, I'll be sending back my Supercard and getting one of the other top saving cards which offer just as good savings, but is more reliable.

eDicky

algray wrote: »

As soon as I get home, I'll be sending back my Supercard and getting one of the other top saving cards which offer just as good savings, but is more reliable.

Get at least two - you've now experienced what can happen when you rely on only one suitable card...

Roger1

algray, so you had a bad experience in Vietnam. Seems a bit harsh to rant.

Best to listen to eDicky and not rely on one card, especially in a distant market like Vietnam.

I agree that being unable to change the PIN is a PITA.