Frequently Asked Questions

Opening a Jando Account

Who can open a Jando Account?

A Jando account is available to everyone over the age of 18.

How do I register a Jando Account?

It’s easy! Just click on “Join Now” at the top of the Homepage and follow the instructions. Don’t forget to tick the Terms & Conditions box before clicking on ‘Open my account’.

I do not have a bank account. Can I register a Jando Account?

Yes, of course! The Jando account is not a bank account. It is a Card account. There is no need to have a bank account connected.

I am under 18 years of age. Can I register a Jando Account?

The good news with Jando is, if your Parent/Guardian opens a Jando Account and you are over the age of 13, you can have a Companion Card.

Can I register more than one Jando Account?

With Jando you can only have one account. Your Jando Account is connected to your Jando Cards (Yes, you can have more than one card).

Account Activation

How can I activate a Jando Account?

It is a very simple online process. During registration for Jando, you will receive a One-Time-Password which is sent to your registered mobile number via SMS. To activate your Jando Account you must enter this password on the Jando login page on the first time you attempt to login.

Account Login

I am not able to login to my Jando Account. Why is this?

We have some troubleshooting tips just here:

Please make sure you have a good internet connection.

If you cannot login, please first make sure you are using the correct username and password.
Reset your password if necessary. This is easily done by selecting the ‘Forgot your Password?
If the issue is not resolved, you can contact our Customer Service Team at: b or call our helpline: +44 (0) 203 034 0080
Take a screenshot for us.

  • How do I take a screenshot in Windows?To take a screenshot with your Windows (PC) computer, begin by having the window you wish to take a picture of visible on your screen. When you have the window in front of you, press the Print Screen button on your keyboard. It is often shortened to ‘PrtScn’. You can now paste this as an attachment in an email to us.
  • How do I take a screenshot in MAC OS?To take a screenshot with your Mac OS computer, begin by having the window you wish to take a picture of visible on your screen. When you have the window in front of you, press ‘Cmd-Shift-3’. A picture of your screen will then be saved on your desktop in PNG format. To take a screen image of a specific area press ‘Cmd-Shift-4’. You will now get a marker on your screen, Move it to the outer top area where you want to start the image. Press and hold the left mouse button and move the marker until you have marked/selected the intended area. Release the left mouse button. Your screen capture is automatically saved on your desktop. You can now send this as an attachment in an email to us.

I have forgotten my login password and username. What do I do?

No worries, we can help you. If you forgot your password, simply click “Forgot your Password?” on the Login Page. This will lead you through the steps of resetting your password. Your username is the mobile phone number that you have registered upon opening your account with Jando.

Alternatively you may email Customer Service at: [email protected] or call our
helpline: +44 (0) 203 034 0080 for further assistance.

Account Closure

I wish to close my Jando Account. How can I do that?

You can contact our Customer Service at: [email protected] or call our
helpline: +44 (0) 203 034 0080. We can help resolve any issue you may have.
If you still want to close your Jando Account, you can do so by clicking on “close account” in your Jando Account. Please specify a reason in the drop-down menu in order to assist us in improving the service we offer. Closure fees may apply.

If I do not use my Jando Account for a long time, will you close it?

We will never close your Jando Account for inactivity.
If your Jando Account has been deemed inactive, it will be set in inactive status and as such, inactivity fees may apply.

Account Details

How do I change my personal details (mobile number, address, email) on my Jando Account?

That’s pretty simple. You can login to your Jando Account and go to “My Profile”. Choose “EDIT” and you may change the allowed personal details subject to approval.

Balance and Currencies

How can I check my Jando Account balance?

All you need to do is simply login to your Jando account and see all your card details, including the current balance on each card. To check your transactions in further detail, click on the card.

What is the maximum amount limit for my Jando Account?

You can simply login to your Jando Account and see all your Jando Card details, including the maximum amount limits. To check your limits in further detail, click on the Card.

What currencies can I use on my Jando Card?

You can use your Jando Card in any currency you wish. Foreign Exchange fees will apply.

I have Jando US Dollar Card but I wish to pay in Euro. How do I do this?

The great thing about the Jando Card is that you can pay with your card in any other currency.  Exchange rates will apply.

Can I have a multiple currency account/card?

You can have multiple Jando Cards, each in a different currency. For example, you can have a Jando Euro Card, a Jando US Dollar WebCard and a Jando British Pounds Card all under your Jando Account.

Jando Card

I ordered a Jando Card but I have not received it yet. What should I do?

Don’t worry, your Jando Card is on its way to you. Delivery of your Jando Card can take up to ten working days to arrive. You can track the delivery status of your Jando Card via your account. If ten working days have elapsed from the date you have ordered your card, you can contact our Customer Service at: [email protected] or call +44 (0) 203 034 0080

I have a Jando Card. Can I order another Jando Card for my spouse/child/parent?

Yes you can. You can order one of the Jando Companion Card range. See Jando Companion Cards

How old do I need to be able to order a Jando Card?

You need must be at least 18 years of age to register and order your Jando Card. The good news with Jando is, if your Parent/Guardian opens a Jando Account and you are over the age of 13 you can have a Companion Card.

Where can I use my Jando Card?

Do you want the good news or the great news? You can use your Jando Card anywhere around the world where MasterCard® is accepted. Your Jando Card can be used Online, In-Store and at the ATM.

How is a Jando Card different from a regular credit card?

The Jando Card isn’t just any normal payments card. It is a Prepaid Card, with no bank account connected. This will decrease the risk of overspending and it can be easily cancelled if lost or stolen.

Password

How can I change/reset my Jando Account password?

Just login to your Jando Account. Go to “My Profile” and choose “Change Password”. If you cannot login to your Jando Account, select “Forgot your Password?” on the Login Page. This will lead you through the steps of resetting your password.

Alternatively, you can contact our Customer Service at: [email protected] or call our helpline: +44 (0) 203 034 0080

I forgot my password. What do I do?

Do not worry at all! We can help you there.
If you have forgotten your password, click on the ‘Forgot your Password?’ option on Login Page. You will be prompted to enter your account email and a reset link will be sent to that email address. Click on the link or copy paste it in the URL and reset your password. You cannot use the same password as you had before.

Load/Deposit/Fund you Jando

How can I load money onto my Jando Card?

All you need to do is login to your Jando Account. Click on the card you wish to fund and click “Fund Card”. This will display the following options to load money onto your Jando Card account:

  • Credit/Debit Card
  • Bank Transfer
  • Cash via Voucher

Can I load money to my Jando Card from my mobile phone?

Yes, you can. All you need is a smartphone and internet access.

Can I transfer money from one Jando Card to another?

Of course you can. To transfer money from your Jando Account to another Jando Account holder, login to your account and go to “Payments”. Select “Choose Companion”, Choose “Jando to Jando” and follow the easy steps.

Can I fund my Jando card using a bank transfer?

Yes you can. Simply choose “Bank Transfer” as your funding option.

I received an error message that I do not understand. What do I do?

The best thing to do is to take a screenshot of the message and send it as an attachment in an email to us at [email protected]. Alternatively, you can call our helpline: +44 (0) 203 034 0080
You can find some tips to take a screenshot below.

• How do I take a screenshot in Windows?

To take a screenshot with your Windows (PC) computer, begin by having the window you wish to take a picture of visible on your screen. When you have the window in front of you, press the Print Screen button on your keyboard. It is often shortened to ‘PrtScn’.

• How do I take a screenshot in MAC OS?

To take a screenshot with your Mac OS computer, begin by having the window you wish to take a picture of visible on your screen. When you have the window in front of you, press ‘Cmd-Shift-3’. A picture of your screen will then be saved on your desktop in PNG format. To take a screen image of a specific area press ‘Cmd-Shift-4’. You will now get a marker on your screen, Move it to the outer top area where you want to start the image. Press and hold the left mouse button and move the marker until you have marked/selected the intended area. Release the left mouse button. Your screen capture is automatically saved on your desktop.

What are the fees for funding my Jando Card?

You can login to your Jando account and see all your Jando Card details, including the fees applicable to your account.

Why has my deposit failed?

This could be for various reasons. Please contact Customer Service to assist you [email protected]. Alternatively, you can call our helpline: +44 (0) 203 034 0080

Payments/Withdrawals: Online Purchases

I want to shop online. How do I use my Jando Card?

You can use your Jando Card wherever MasterCard is accepted online. Simply select “Credit Card” as a payment option and then select MasterCard.

I made an online purchase but I want a refund. How can I do that?

Please contact the merchant where you have performed the purchase. Please refer to Terms & conditions.

What is the maximum amount per transaction?

You can login to your Jando account and see all your Jando Card details, including the maximum amount limits. To check your limits on a specific card in further detail, click on the Jando Card of your choice.

Where can I use my Jando Card?

Some more great news. You can use your Jando Card anywhere around the world where MasterCard is accepted. A physical Jando Card can be used Online, In-Store and at the ATM.

Why was my purchase declined?

This could be for various reasons. Please contact Customer Service to assist you. [email protected]. Alternatively, you can call our helpline: +44 (0) 203 034 0080

Sending/Receiving Money

How can I send money to a family member/friend that has a Jando Account?

Sending money is simple with Jando. To transfer from your Jando Account to another Jando Account holder simply login to your Jando Account and go to “Payments”. Select “Jando to Jando” and then “Companion” and follow the easy steps.

How can I send money to a family member/friend that does not have a Jando Account?

Sending money could not be easier! To transfer from your Jando Account to non-Jando account holder, login to your account and go to “Payments”. Choose “Jando to Non Jando” and then Select “Add Companion”.  Simply follow the easy steps.

How can I receive money from a family member/friend?

You can receive money from any other Jando member. Alternatively, if your family member or friend do not have a Jando account, they may transfer funds to your Jando by visiting one of our Jando Approved Partners.

Cash Withdrawal

Can I withdraw money from my Jando Card account in cash?

Absolutely, you can withdraw cash from any ATM machine where the MasterCard logo is displayed, subject to your limits.

What currency can I use to withdraw money?

You can withdraw money in any currency allowed at the ATM, foreign exchange fees will apply.

Error Messages/Technical Issues

I have not received the verification code on my mobile. What should I do?

Simply contact Customer Service at: [email protected] or call our helpline: +44 (0) 203 034 0080   and we will arrange that for you straight away.

My Jando Account is not working. Why is this?

All you need to do is contact Customer Service at: [email protected] or call our helpline:
+44 (0) 203 034 0080. We are here to help you get back online.

Account Security: Misuse/Scam

I think someone has been using my Jando Account. What do I do?

All you need to is to contact us immediately on our helpline: +44 (0) 203 034 0080. Our team will automatically block your card. Your funds will be secure but you will not be able to use them until you are in receipt of your new card and PIN.

I noticed a transaction that I did not make. What do I do?

Simply let us know by contacting Customer Service at: [email protected] or call our helpline:
+44 (0) 203 034 0080

Complaints

I was over charged with fees. Who do I do?

All you need to do is contact our Customer Service at: [email protected] or call our helpline: +44 (0) 203 034 0080

Lost/Stolen/Compromised Jando Card

I lost my Jando Card. What do I do?

All you need to do is contact us immediately on our helpline: +44 (0) 203 034 0080. We will automatically block your card to prevent anyone else from using it. Your funds will be secure but you will not be able to use them until you receive your new card and PIN.

Contacting Jando

How can I contact Jando?

You can contact Customer Service at: [email protected] or call our helpline: +44 (0) 203 034 0080. Alternatively you can fill out the online contact form by clicking here.

Start typing and press Enter to search