Travel Card - FAQ

• ABOUT THE TRAVEL CARD?

  The Lulu Money Multi-Currency Travel Card is a prepaid Visa Travel Card that allows you to load, hold, and spend multiple currencies using a single card while travelling internationally.The card is available as: • Virtual Travel Card• Personalized Physical Travel Card

• Who can apply for a Travel Card?

  Any UAE resident aged 18 years and above who has successfully completed the required identity verification (KYC) requirements with Lulu Money may apply

• Is the Travel Card accepted worldwide?

  Yes. The Travel Card can be used at millions of merchants, online stores, and ATMs worldwide wherever Visa is accepted.

• Is the card prepaid?

  Yes. You can only spend or withdraw funds that have been loaded onto your Travel Card.

• What currencies are supported?

  Every Travel Card includes a mandatory AED wallet and supports up to 25 foreign currencies.
  Customers may maintain:

  • 1 AED wallet (mandatory).
  • Up to 5 foreign currency wallets
  • A maximum of 6 active wallets can be maintained at any time

• What is a Virtual Travel Card?

  A Virtual Travel Card is a digital version of your Travel Card that is issued instantly through the Lulu Money App and can be used immediately for eligible online purchases

• How do I get a Virtual Travel Card?

  Simply log in to the Lulu Money App, complete the application process, load the required initial amount, and receive your Virtual Card instantly.

• Can I request a Physical Card?

  Yes. You may request a Personalized Physical Travel Card during the application process or at any later stage through the Lulu Money App.

• How is the Physical Card delivered?

  Physical cards are delivered to your registered delivery address. Delivery status can be tracked through the Lulu Money App.

• How do I activate my card?

  Virtual Cards are activated immediately upon issuance.
  Physical Cards may require activation through the Lulu Money App before first use.

• How long is the card valid?

  The Travel Card remains valid until the expiry date printed on the card.

• Can I upgrade from a Virtual Card to a Physical Card?

  Yes. A Physical Card can be requested at any time after Virtual Card issuance

• How many currency wallets can I create?

  Your Travel Card includes: • One AED wallet (mandatory) • Up to five foreign currency wallets

• Can I create multiple wallets in the same currency?

  No. Only one wallet per currency is permitted.

• Can I transfer money between wallets?

  Yes. Funds can be transferred between wallets through the Lulu Money App.

• How can I avoid transaction declines while travelling?

  To minimize the risk of declined transactions:

  • • Maintain sufficient balance in the destination currency wallet
  • • Review and update your Wallet Priority Settings before travel
  • • Ensure your card is active and unlocked
  • • Monitor your available balances through the Lulu Money App

• Will exchange rates be displayed before conversion?

  Yes. Applicable exchange rates and charges, if any, will be displayed before you confirm the transaction.

• What happens if I want to add a new currency wallet after reaching the maximum wallet limit?

  You must first close an existing foreign currency wallet after transferring or converting any remaining balance.

• Should I convert funds before travelling?

  Yes. We recommend converting funds into your destination currency before travel to benefit from known exchange rates and reduce conversion costs while travelling.

• How do Wallet Priority Settings work?

  Wallet Priority Settings allow you to define the order in which your Travel Card uses available wallets when there are insufficient funds in the transaction currency wallet.

  You can configure your preferred wallet sequence through the Lulu Money App at any time. For example, if your GBP wallet does not have sufficient funds to complete a transaction in the United Kingdom, the card will automatically attempt to use the next available wallet according to your configured wallet priority order.

• Can I change my Wallet Priority Settings?

  Yes. Wallet Priority Settings can be updated through the Lulu Money App at any time.

  We recommend reviewing your wallet priority before travelling to ensure transactions are processed from your preferred currency wallets

• How do I load money onto my Travel Card?

  Funds can be loaded through the Lulu Money App using the available payment methods.

• Is there a minimum or maximum load amount?

  Minimum load is AED 100 and Maximum AED 36000. Please refer to the Key Facts Statement for current limits.

• Can I check my balance anytime?

  Yes. Wallet balances, transaction history, and card activity can be viewed at any time through the Lulu Money App.

• Are there any fees associated with loading funds?

  Please refer to the Key Facts Statement for the latest fees and charges.

• Which wallet is used when I make a purchase?

  If you have sufficient funds in the matching currency wallet, the transaction will be deducted from that wallet.

• What happens if the currency wallet does not have sufficient funds?

  If the selected currency wallet does not contain sufficient funds to complete a transaction, the card will automatically attempt to use another active wallet based on your Wallet Priority Settings.

  Where applicable, currency conversion will be performed using the prevailing exchange rate and any applicable charges.

• Can I use the card in countries where the local currency is not one of the supported currencies?

  Yes. Transactions will be converted using the applicable Visa exchange rate and processed through the available wallet according to your wallet priority settings

• Can I use the card for online purchases?

  Yes. Both Virtual and Physical Cards can be used for online purchases wherever Visa is accepted.

• Does the card support contactless payments?

  Does the card support contactless payments?

• Can I add the Travel Card to Apple Pay or Google Pay?

  Tokenization support, including Apple Pay and Google Pay, is coming soon.

• Can I withdraw cash from ATMs?

  Yes. Cash withdrawals can be made from supported ATMs worldwide wherever Visa is accepted.

• Are there withdrawal limits?

  Yes. Applicable ATM withdrawal limits are subject to product and regulatory requirements. Please refer to the Key Facts Statement for current limits.

• Are there any ATM fees?

  Certain ATM operators may charge additional fees. These fees are determined by the ATM operator and are separate from any fees charged by Lulu Money.

• Is my Travel Card secure?

  Yes. The Travel Card uses Chip & PIN technology together with fraud monitoring and security controls.

• Can I temporarily block my card?

  Yes. Cards can be instantly locked and unlocked through the Lulu Money App.

• Can I reset my card PIN?

  Yes. PIN management services are available through the Lulu Money App.

• What should I do if my card is lost or stolen?.

  Immediately lock the card through the Lulu Money App and contact Customer Support.

• Can I get a replacement card?

  Yes. Replacement cards may be requested for lost, stolen, damaged, or compromised cards. Applicable fees may apply. Please refer to the Key Facts Statement.

• How are merchant refunds processed?

  Merchant refunds and transaction reversals are generally credited back to the wallet used for the original transaction

• What is an authorization hold?

  Some merchants may place a temporary authorization hold before completing a transaction. The held amount is usually released automatically if the transaction is not completed

• How do I dispute an unauthorized transaction?

  Immediately lock your card and contact Customer Support to initiate a dispute investigation. Disputes are processed in accordance with Visa operating rules and applicable regulations.

• What should I do if my transaction fails?

  Check:
  

  • 1. Available wallet balance.
  • 2. Card status.
  • 3. Spending limits.
  • 4. Merchant acceptance.

  If the issue persists, contact Customer Support.

• Will I be charged if a transaction fails?

  Generally, declined or failed transactions are not charged.

• I received a debit alert but the transaction failed. What should I do?

  A temporary authorization hold may have been placed. Such holds are normally reversed automatically within the applicable processing period.

• What are the common reasons for transaction failure?

  • • Insufficient funds
  • • Incorrect PIN
  • • Locked card
  • • Exceeded limits
  • • Merchant or ATM issues
  • • Security verification checks
  • • Regulatory restrictions

• Are supplementary cards available?

  Supplementary Card functionality is planned and will be introduced in a future release.

• Will I be able to manage supplementary card spending?

  Yes. When available, primary cardholders will be able to manage spending controls and monitor supplementary card activity

• Can I close an individual wallet?

  Yes. Individual currency wallets may be closed after the wallet balance has been reduced to zero.

• Can I close my Travel Card?

  Yes. Card closure requests can be submitted at any time, subject to all wallet balances being cleared.

• What happens to any remaining balance?

  All wallet balances must be reduced to zero before a Travel Card can be closed. Customers may spend, transfer, or convert their remaining balances before requesting closure.

  If the total remaining balance is AED 100 or less (or equivalent in foreign currencies), it may be refunded in cash through any Lulu Exchange branch, subject to applicable verification requirements.

  The card closure request will be completed once all balances have been cleared and no pending transactions remain.

• Is there an inactivity fee?

  A fee of AED 25/month will be charged after 6 months of no usage. Please refer to the Key Facts Statement for current fees and charges

• How can I contact Customer Support?

  Email: customercare@ae.luluexchange.com
  Call Centre: 600 522 204

• Is support available 24/7?

  Yes. Travel Card Customer Support is available 24 hours a day, 7 days a week.

• What assistance can Customer Support provide?

  • • Card activation
  • • Lost or stolen cards
  • • PIN assistance
  • • Transaction disputes
  • • Card replacement requests
  • • Wallet management
  • • General enquiries

Fees, limits, eligibility criteria, supported currencies, and product features may be updated from time to time.

Customers should always refer to the latest Key Facts Statement, Terms & Conditions, and product disclosures available through Lulu Money channels