If you’ve transferred in or out of your HyperJar account to a bank account, the payment is usually immediate, providing the other party also accepts Faster Payments. During busier times, it can take 1-2 hours for the funds to land in your account

If there are transactions that you don’t recognise on your account, the first thing you need to do is to freeze the potentially effected HyperJar card. To do this, go to the Profile tab of your app, go to Manage Card, and select Freeze Card. This will prevent any transactions, spending or withdrawals from taking place until you unfreeze the card.

Once you have frozen your card, double check the transaction that has made you suspicious. Sometimes companies trade under different names, so the name in the app might not match the name of the business you purchased from. It’s worth searching for the unfamiliar name online to see if it’s connected to a place you have shopped at.

After you’ve frozen your card, contact our Customer Support team. You can get in touch by by starting a Live Chat in our app or on our website.

Via the app: Profile < Customer Support & FAQ < Live Chat
Via the web: Click the chat button in the bottom right corner

Our team are available 8AM-10PM Monday-Friday, and 9AM-6PM on weekends and public holidays.

They will talk you through the next steps, which includes contacting the retailer or merchant, and reporting the incident on the Police Action Fraud website.

If you believe you or your child have been the victim of fraud or hacking, or that someone else may know your card details, the first thing you need to do is to freeze the potentially effected HyperJar card.

To do this, go to the Profile tab of your app, go to Manage Card, and select Freeze Card. This will prevent any transactions, spending or withdrawals from taking place until you unfreeze the card. 

Once you have frozen your card, double check the transaction that has made you suspicious. Sometimes companies trade under different names, so the name in the app might not match the name of the business you purchased from. It’s worth searching for the unfamiliar name online to see if it’s connected to a place you have shopped at.

After you’ve frozen your card, contact our Customer Support team. You can do this by starting a Live Chat in the app by going to the Profile tab, and then selecting Customer Support & FAQs.

Our team will talk you through the next steps, which includes contacting the retailer or merchant, and reporting the incident on the Police Action Fraud website. 

Yes, to ensure that your children are only able to make age-appropriate purchases, we have a few restrictions as to where they can spend. 

Our kids cards don't work at drinking places (such as bars, nightclubs, pubs, or purchasing alcoholic beverages at dedicated shops), pawn shops, cigar stands or massage parlours.

Occasionally, other places, such as sport stadiums may be classified as a 'drinking place' if they serve alcohol on the premises. This means that the Kids Card may decline there. As this is a definition that the location themselves set, we are unable to change it to allow the Kids Card to work there.

To access the Kids App, your child will need:  
- Their own mobile phone 
- Their own mobile number 
- Their own email address 
- A kids card account (you don’t need to wait for your kids card to arrive to set up the kids app)

 
Please be aware that we will never send marketing emails to your child’s email address, nor will we contact them via their phone number. We need these details purely for verification and security.

If you think one of your kids cards has been lost or stolen, you should freeze it in your app immediately. You can do this by going to the Profile tab, selecting Kids Cards & Accounts, selecting the child whose card you’d like to freeze, press Manage Card, and then make sure Freeze Card is toggled on.

  
Once you’ve done this, the card will not work until you unfreeze it in the app. If you can’t find the card, you should then contact us via Live Chat for more help. 

To order a kids card, you need to go into your HyperJar app, select the Profile tab, select Kids Cards & Accounts, tap Add Kids Card, and follow the instructions. 

If you need more kids cards than are available to you in the app, please start a Live Chat with us and one of the team would be happy to help (Go to Customer Support on the Profile tab).

To ensure that your HyperJar account is as secure as possible, you won't be able to transfer funds out of your account, or spend using your HyperJar account until you've activated your card in the app once it has arrived. 

If you've requested a physical card, your card will be with you within 10 working days.
If you've chosen a virtual card, you'll receive your card details straight away and will be able to make transfers out and spend instantly. 

There is a £4.99 fee for a replacement card due to it being lost or damaged. Any replacements due to your previous card expiring will be free.  

We are not a bank and we don’t take risks with your money by lending it out or re-investing it. That’s why your account doesn’t need to be underwritten by FSCS. Instead, we keep your funds in a safeguarded account governed by the e-money regulations of the Financial Conduct Authority. That’s the same system used, for example, by the PayPal Wallet, Transferwise, and Revolut.

No, we are not a bank and we don’t take risks with your money by lending it out or reinvesting it. This is why your HyperJar account doesn’t need to be underwritten by the FSCS. We keep your funds in a safeguarded account that is governed by the e-money regulations of the Financial Conduct Authority.

When you use your HyperJar card for travel, such as with TFL, you may notice a charge of around 10p. This is called an authorisation charge, and this is how the travel companies check that your card is valid before taking the full amount of the fare. Most companies process this within 24 hours, however they do have up to 14 days to take the full fare from your account.