FAQs & Contact Us

Select the category that best describes your inquiry.

Account Inquiries

Application

Merchant Violations/How to become a MasterCard Merchant

ATM

Promotions & Advertising

Security/Fraud/ID Theft

Lost/Stolen/Emergency Services

Paying Bills or Taxes with MasterCard

Privacy

Contact Us

Account Balance/Transfers/Inquiries

Q: Where can I get my account balance?
A: MasterCard does not issue cards directly and does not have access to your account information. Please contact the financial institution/bank that issued your MasterCard branded payment card regarding your inquiry.

Many financial institutions allow you to check your statement online or call a toll free number to obtain your account balance. Contact information can usually be found on the back of your MasterCard card and/or on a billing statement. For more information view our Account Information Web page.
Q: How can I transfer my account balance on my existing card to a MasterCard card?
A: MasterCard does not issue cards directly and does not have access to your account information. Please contact the financial institution/bank that issued your MasterCard branded payment card regarding your inquiry.

Many financial institutions/banks that issue MasterCard cards offer this feature. You may be able to find a MasterCard card that offers balance transfer in the Find a Card section of our Web site or you can contact your financial institution directly. Contact information can usually be found on the back of your MasterCard card and/or on a billing statement.
Q: How can I find information about my existing MasterCard accounts (such as changing my contact information or requesting additional cards)?
A: All account-specific information is managed by the bank that issued your card. Contact the customer service department of your bank directly (contact information can usually be found on the back side of your MasterCard or on a billing statement).
Q: Can I get access to my MasterCard account information over the Internet?
A: Some financial institutions that issue MasterCards have Internet capabilities; others do not. To find out about your bank's Internet capabilities, or to find a MasterCard member bank with specific Internet capabilities, contact the customer service department of the bank directly. Contact information can usually be found on the back side of your MasterCard and/or on a billing statement. Some card-issuing members maintain web sites which include information about MasterCard products and services. If you have comments or questions for a member that does not currently have a web site, or is not listed in our directory, forward them to the member institution directly.
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Monthly Statement

Q: Who do I contact if I have a question about my statement or want to change my billing address?
A: MasterCard does not issue cards directly and does not have access to your account information. Please contact the financial institution/bank that issued your MasterCard branded payment card regarding your inquiry.

Contact information can usually be found on the back of your MasterCard card and/or on a billing statement. For more information view our Account Information Web page.
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Credit Limit/Increases

Q: How can I increase my credit limit?
A: MasterCard does not issue cards directly and does not have access to your account information. Please contact the financial institution/bank that issued your MasterCard branded credit card regarding your inquiry.

You should contact your financial institution directly to discuss a credit limit increase. Contact information can usually be found on the back of your MasterCard card or on your billing statement.
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Debit Card

Q: How do I get a debit card?
A: A debit card is very convenient since the amount of your purchase is deducted directly from your checking account. Check our debit MasterCard BusinessCard® Issuer Directory for a financial institution in your state that offers MasterCard debit cards.
Q: What's the difference between a credit card and a debit card?
A: A credit card allows you to pay via installments and/or a revolving line of credit, with the limit set by the issuer. Your monthly payment can range from a minimum amount, set by your bank, to your entire outstanding balance. Generally, if you pay the entire bill at the end of the month, no interest is charged. If a balance is outstanding, you will be charged interest at a predetermined annual percentage rate (APR) which differs from issuer to issuer. A debit card is linked to your checking or savings account, and the amount of your purchases is deducted directly from that account. A debit card functions as a paperless checking account.
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Online Banking/Online Bill Payments

Q: How can I do my banking online? (e.g., check account balance, pay bills, transfer funds between accounts)
A: MasterCard does not issue cards directly and does not have access to your account information. Please contact the financial institution/bank that issued your MasterCard branded payment card regarding your inquiry.

Some financial institutions/banks that issue MasterCard cards have Internet capabilities; others do not. To find out about your financial institution's Internet capabilities, or another financial institution's specific Internet capabilities, contact them directly. Contact information can be found on the back of your MasterCard card and/or on your billing statement.

For more information view our Account Information Web page.
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Dispute a Charge

Q: What does MasterCard do in the event that there is a charge on my account that I did not authorize?
A: MasterCard cardholders have the benefit of not being liable in the event of the unauthorized use of your U.S.-issued MasterCard card. As a MasterCard cardholder, coverage extends to purchases made in a store, over the telephone, or on the Web.
If you suspect unauthorized activity on your account, stop using your card and contact the financial institution that issued your card as soon as possible.

For more information view our Zero Liability Coverage Web page.
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How to Apply

Q: How do I apply for a card?
A: MasterCard does not issue cards directly and does not have access to your account information; however, to better serve you we do feature many cards offered by participating financial institutions/banks in the Find a Card section of our Web site.
  • First you select a card type and then answer a short list of questions to narrow down the card search results.
  • When you find a card that suits your needs, click on the "Apply Now" or "Request a Card" button.
  • This will link you to the financial institution's Web site. Each financial institution will have different card application instructions on their site for you to follow to complete the application process.
Q: What factors are considered when my application is reviewed?
A: Approval policies will vary depending on the financial institution issuing the card. Your employment and your credit histories are among those things that will be considered when you apply for any card. Many financial institutions rely on information from credit reporting agencies. MasterCard is not affiliated with these agencies and we do not advise members on how to use the information they obtain from credit reporting agencies. In addition to providing telephone customer service, some card-issuing members maintain websites which include information about MasterCard products and services. If you have comments/questions for a member that does not currently have a web site, or is not listed in our directory, please forward your comments/questions to the member institution.
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Status of my Application

Q: I applied for a card and have not heard back.
A: MasterCard does not issue cards directly and does not have access to your account information. Please contact the financial institution/bank that you applied for a card with directly.

You may find their contact information on their Web site or at a bank branch location.
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Merchant Violations

Q: Where do I go to report a problem I have experienced with a merchant/retailer who displays a MasterCard decal in their store or on their Web site?
A: Please complete and submit the Merchant Violation form to report a merchant/retailer that did not accept your MasterCard card.
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Fraud Protection

Q: As a merchant, how do I protect my company from potential fraud?
A: MasterCard offers a comprehensive suite of training materials, both print and video, to help protect against merchant fraud. Visit our Merchant Security Information Web pages to get started and learn steps you can take to fight fraud.
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How to become a MasterCard Merchant

Q: How do I become a merchant who accepts MasterCard?
A: It’s easy to set up a merchant account and there’s never been a better time to begin accepting MasterCard cards. Visit our Merchant Services Web pages to get started.
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Locate an ATM

Q: Where can I get a list of ATM locations?
A: With more than one million ATMs in over 210 countries and territories, you're never far from a MasterCard®, Debit MasterCard, Maestro® or Cirrus® ATM. The MasterCard ATM network gives you immediate access to cash wherever you go. You can use our ATM Locations search tool to find one near you, or, within the U.S. and Canada, call 1-800-4Cirrus (1-800-424-7787). Outside the U.S. and Canada, contact your financial institution/bank that issued your card.
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Promotions & Savings

Q: Where can I find out more about current MasterCard Promotions?
A: You can learn more about our promotions, savings and discounts, and more by viewing our Special Offers Web pages.

For savings and discounts that you can only get for being a Gold, Platinum, or World MasterCard cardholder view our Premium Collection Offers Web pages.

Please contact us if you have questions regarding our promotions.
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TV Commercials

Q: Where can I view MasterCard TV commercials?
A: View our Commercials Web page to view commercials from our award-winning Priceless® advertising campaign.

NOTE: We cannot accommodate requests for copies of commercials. No exceptions will be made.
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Security/Fraud/ID Theft

Q: What is fraud and how do I recognize it?
A: Consumer fraud happens when someone steals your money, personal information, and identity through unsolicited and suspicious activity. To learn more about the most common types of fraud including e-mail phishing, phone solicitations such as travel and prize offers, and mail fraud, view the Security & Credit Basics section of our site.
Q: What should I do if I think I am a victim of identity theft?
A: If you’re a victim of identity theft take action immediately. It is critical to organize your case carefully and keep record of your conversations and correspondence. Every situation is different, but you can follow four basic steps to initiate the process and take additional steps to protect yourself.
Q: How do I protect myself from identity theft?
A: Identity theft is a serious crime, but you can protect yourself by understanding what it is and how it occurs.
Q: What is MasterCard doing about Internet security?
A: MasterCard has long recognized that the security of all transactions is a key requirement for consumers, merchants and financial institutions. On the Internet, MasterCard has been a leader in the effort to provide secure electronic commerce through our support of SecureCode which provides MasterCard Cardholders with added protection against unauthorized card usage when shopping at participating merchants online.
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Lost/Stolen/Emergency Services

Q: How do I get emergency assistance while traveling?
A: Emergency assistance cannot be provided over the internet. In order to receive emergency assistance, it is imperative that you contact your financial institution/bank or call all the MasterCard Assistance Center with any card-related need from anywhere in the world. Within the United States call 1-800-MC-ASSIST (1-800-622-7747). For phone numbers outside the U.S., search our global Emergency Contacts directory.
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Automatic & One Time Bill Payment

Q: What is Automatic or One Time Bill Payment?
A: To find answers to all of your Bill Payment questions please view our Bill Payment FAQs Web page.
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Paying taxes with MasterCard

Q: How do I pay my taxes with my MasterCard card?
A: To find answers to all of your questions about paying taxes with MasterCard please view our Tax Payments FAQs Web page.
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Privacy

Q: Does MasterCard record information about me when I visit this web site?
A: View our U.S. General Privacy Policy to learn what information we collect about visitors to our Web site.

Q: If I order a brochure or enter a contest, I have to provide some personal information. What does MasterCard do with my information?
A: MasterCard does not collect personal information from you unless you provide it. If you do choose to provide us with personal information, MasterCard uses it only for the purpose specified. If you request a brochure, we use the information only to fulfill the order. In addition, MasterCard does not sell, rent or give this information to any other entity.

Q: How can I learn more about the consumer privacy issue?
A: MasterCard recognizes the rising concern over this important issue and has included additional information on our site. Click here to learn more about our privacy policy. You'll find information about maintaining your privacy on our Web site, how to take control of your own personal information, MasterCard's formal Privacy Position and links to other Web sites.
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Contact MasterCard Worldwide

Q: Who can I contact if I have a question not listed above?
A: The United States MasterCard Customer Service team is standing by to help with your inquiry. Please call 1-800-MCASSIST (1-800-622-7747) toll free in the United States.
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