Table of contents
Card delivery & withdrawal status
Overview
A prepaid Mastercard is a payment card that comes pre-loaded with funds. It works like a regular Mastercard, meaning you can use it to shop online or in stores anywhere Mastercard is accepted.
Unlike a credit card, a prepaid Mastercard doesn’t let you borrow money, and unlike a debit card, it isn’t connected to your bank account. Instead, you can only spend the amount that has been loaded onto the card. Additionally, it’s important to keep track of the card’s expiration date. When the card expires, you’ll need to request a new one, and any unused funds won’t automatically transfer to the new card. To retrieve these remaining funds, you’ll need to contact support, ensuring you don’t lose access to your balance.
Prepaid Mastercards can be used in all countries where Sermo is available, except Venezuela.
Before you order
- Check your Sermo profile. Make sure your email address, first name, last name, phone number, date of birth and mailing address are correct. These exact details are passed to the Cash Passport card provider and must match when you register the card.
Fees & currency
| Item | Cost |
| ATM cash withdrawal (any country) | US $2.50 per transaction |
| Purchases made outside the USA or not in USD | 5.75 % of the transaction amount |
| ATM withdrawal in a foreign currency | FX rate set by Mastercard + 5.75 % markup, plus the US $2.50 ATM fee |
| Example (withdraw US $50 in another currency) | Fee = US $2.50 + US $2.88 = US $5.38 |
| New, lost, or renewed card | $10 Fee |
Some ATM operators / merchants may add their own fees or limits—confirm before using the card.
Currency – the card is issued in USD. You may pay or withdraw in other currencies, subject to the fees above.
Inactivity - Use the card at least once every 11 months. After 11 months of no activity the balance is moved back to your Sermo account (contact Support to have it re-credited).
Card limits
| Limit | Value |
| Maximum balance | US $9,000 |
| 12-month turnover | US $30,000 |
| Daily ATM withdrawal | US $800 |
| Maximum daily withdrawal request | US $5,000 |
| Minimum single withdrawal request | US $2 |
Register & activate your card
- Enter “LEADPHYSICIAN” in 'Mother’s maiden name' field):
- Wait for the 6 digit passcode to be sent to your email for confirmation:
Cardholder Support – email cardservices_prepaid@mastercard.com (send only the first 6 and last 4 digits of the card number for security).
Retrieve your PIN
You can get your PIN reminder by selecting the 'PIN reveal' option in My Account or the mobile app.
Alternatively, you can call Card Services and select the PIN option - 24 hours a day, 7 days a week.
Loading money onto the card
- The ONLY way to add funds is to transfer your earned Sermo balance to the card; no external top ups are possible.
Using the card at ATMs
- Insert the card, enter your PIN, choose the amount, and withdraw at any ATM showing the Mastercard® Acceptance Mark.
- Remember the US $2.50 fee and any FX markup if withdrawing in another currency (see section 3).
Card delivery & withdrawal status
- After you request a card (new, replacement, or expired), track progress in Surveys ▶ Transaction history inside Sermo.
- When status is completed, you will receive a confirmation email.
- Physical card delivery takes 7 – 30 days via regular mail; check your address before withdrawing.
- If the card has not arrived after 30 days, open a Support ticket.
Need help?
- Card issues (PIN, lost card, transactions) – contact cardservices_prepaid@mastercard.com or you can also find a list of toll free numbers here.
- Mastercard FAQs
- Payments, withdrawals, or address changes – open a ticket with Sermo Support.