Before you start using your prepaid card you must complete the following steps: 

1. Sign the signature strip 

This is on the reverse of the card.

2. Activate the card 

You do this either by:

• calling the Interactive Voice Response (IVR) service on 020 3146 0750 (choose option 1)
• text (SMS) if you have provided a mobile number (text +447537453763 with ‘Activate <Last 10 digits of your card number>’). 

3. Get your PIN

You can do by calling the IVR service on 020 3146 0750 (choose option 1)

If you only wish to use the online account, you may not ever need to physically use the prepaid card. You must still make sure that your card is kept safe at all times.

The IVR service allows you to use your phone to navigate through automated messages, by either selecting the numbers on your phone keypad or by using simple voice commands. 

To access the IVR service, call 020 3146 0750. The service is available 24 hours a day, every day.

The following functions can be carried out using the IVR:

PIN retrieval

Your PIN is no longer sent using surface mail (as it can be intercepted so is not secure). To get your PIN, you must use the IVR. 

Card activation

When your card arrives it is not already activated for security purposes. You need to activate your card using the IVR. This only needs to be done once for each card. 

Block card

You can place your card into a ‘blocked’ status if it is lost, stolen, or misplaced. 

This will stop any funds being taken from the card, although funds can still be loaded to the card.

You will need to contact our Direct Payments Team to have your card unblocked.

Replacement cards normally take between 6 and 12 working days to arrive. You will still be able to use the card functions via the online Wrexham Council client portal (external link). 

You can also access the following functions via the IVR service:

• PIN recall
• Balance check

Send the text content for the relevant option above to +447537453763. This service is free for you to use.

* This is the same as the ‘Block card’ function available via the IVR service.

You will need to contact our Direct Payments Team to have your card unblocked.

Replacement cards normally take between 6 and 12 working days to arrive. You will still be able to use the card functions via the online portal (external link).

The card service has been designed to be accessible for everyone. 

However, if you believe there are specific reasons or circumstances that would prevent you from using your prepaid card, you should discuss these with your assessor. If agreed with your assessor, you may be required to open a new separate bank account for the funds to be paid into instead. 

When using a bank account for a direct payment, you will be expected to submit quarterly bank statements and income/expenditure information.

As the account holder you will usually be the only person who can use your account, except in the following scenarios: 

• If you have a ‘nominated person’ (someone who helps you manage your direct payment, as set out in in your agreement) they will also have access as well as you.
• If you have a ‘suitable person’ (a representative managing your direct payment if you have been assessed as lacking capacity, as set out in your agreement) they will have access instead of you. 

Account monitoring

We monitor the money paid to you via your prepaid card so that we can ensure payments are being used in line with your care and support plan. 

This allows us to provide a more effective and efficient support service and also replaces the need for you to submit quarterly paperwork on an ongoing basis. 

Your own name will be stated on the prepaid card, unless someone is helping you to manage your direct payment (known as a ‘nominated person’). If you have a nominated person, their name will be printed on the card.

If you have been assessed as lacking capacity and have a representative managing the direct payment (known as a ‘suitable person’) the suitable person’s name will be on the card. This must be agreed with us before the start of the direct payment.

If you have been assessed as needing to pay a client contribution towards your direct payment, you can transfer this into the account via standing order from your own personal bank account. 

Ideally the standing order should be setup as weekly, or four weekly. The sort code and account number that you need to set up the standing order are printed on the front of your prepaid card.

Our Direct Payments Team can help you with this if you have any issues, call 01978 298676.

If you do not pay your contribution onto your prepaid card account, there may not be enough funds to pay for your care and support services. If this happens you may be in breach of your individual direct payment agreement (find the template agreement on our direct payments policies and legislation page). If this is the case, our direct payments team will review the situation by monitoring your account /getting in touch with you if there is any further delay.

You will not be able to withdraw cash without getting a written agreement from your assessor first, with an agreed limit. This includes from ATMs, or via cashback in a shop.

You will not need to pay any fees for using the card, we fund all costs to run the card. 

There will be a small charge of £5 for a replacement card if one is ever needed.

No. You can check your balance online and see an up to date list of your transactions via the Wrexham Council client portal (external link).

You can also check your balance by calling the IVR service or via text (SMS) if you have provided a mobile number (find the relevant contact information further up this page).

You cannot use direct payment funds to pay for things that are not agreed in your care and support plan. 

The direct payment terms and conditions do not allow you to spend in certain places (for example, gambling and betting establishments). 

If you are unsure, please check with our Direct Payments Team before using your card. 

If you use your card to pay for things that are not achieving your agreed outcomes, we will ask you to pay this back.

Yes. The maximum balance allowed at any one time on your prepaid card is up to 8 weeks’ worth of direct payment funding. We will begin our balance review process if your balance goes over this amount without it being agreed with us beforehand. 

In the balance review process we calculate how much we will need to collect back from you. To retrieve any excess balance we will either take the money directly from your prepaid card, or hold money from future payments. We will advise you if we plan to do this.

You cannot go overdrawn on your prepaid card as it carries no credit limit.

You will only be able to make purchases with the card when there are enough funds on the card. If an attempt is made to spend more than the amount available on the card, the transaction will be declined.

You must let our Direct Payments Team know immediately by calling 01978 298676.

If your PIN is compromised, then you will have to request a replacement card from our Direct Payments Team to get a new PIN.

Yes, you can find the expiry date on the front of your card.

If your card is about to expire, and is still active, please contact our Direct Payments Team if you have not received a new card. Any balance remaining on the card will be transferred to the new one before it’s sent to you.

No, even if you have used cheques to pay for your care and support before you will need to make the payments from the prepaid card.

If you want to cancel your prepaid card, or no longer wish to use it, then please contact our Direct Payments Team. 

Do not destroy the card until you are advised to do so. The PIN must be surrendered when you return the card.

We have a duty to account for the money paid to you as part of direct payments. If your direct payment support is no longer needed, we will recover any remaining money from your repaid card (once any outstanding costs are accounted for first).