How do I check my Mastercard Prepaid Card balance?
You can view your balance by following the instructions provided with your card. The quickest and easiest way is by using the Island Pay mobile App. You may also call the phone number on the back of the card.
Do I have to activate and register my Mastercard Prepaid Card before using it?
Card activation is required before you can use your card, if you’ve ordered your physical card through the Island Pay app, you can simply click the “activate physical card” button, and follow the on-screen prompts. You may also activate your card by calling the phone number on the back of the card. To complete the activation of your card, please insert your card at any Point of Sale and enter your PIN.
Why can't I do a purchase?
Your account might be Blocked which means that you cannot do any transactions at the moment. Alternatively, you might have reached the daily limit of what you can purchase. Please contact Customer Service for assistance.
Why can't I add or withdraw funds?
Your account might be Blocked which means that you cannot do any transactions at the moment. Alternatively, you might have reached the daily limit of what you can add or withdraw. Please contact Customer Service for assistance.
My balance is not correct
On the Dashboard, tap your Balance to refresh.
Please check your Transactions to confirm. Perhaps your balance is higher because somebody has sent you money.
I can't login
Please make sure you are connected to the internet and have a strong signal.
You need to grant permissions such as Camera, Contacts and Storage to the Island Pay app.
On Android, go to Settings => Apps => Island Pay => Permissions => Turn on Camera, Contacts & Storage
On iOS, go to Settings => Island Pay => Turn on Camera
Can I cancel a transaction?
You can only cancel a transaction before a merchant scans your QR code. Use the back arrow at the bottom of the screen to return to the previous page.
A merchant can provide you with a Refund for your purchase if it was in error.
My phone has been lost or stolen
Download the Island Pay app on your new smartphone and please contact support for further instructions. Do not create a new account.
How do I change my PIN?
You can go to the main Dashboard screen and select ‘Account’ on your bottom left. There you will see a ‘Change’ button in the section that says ‘PIN’. After you select the button, you will be asked to insert your current PIN and to select and confirm your new PIN.
Can I use cash to add funds to my account?
You can utilize our Island Pay Kiosk by depositing the amount of cash that you wish to have on your account by entering your mobile number that you registered with. You can also go to a cash merchant to load cash to your account.
My available card balance will not cover my purchase amount. Can I still use my prepaid card?
Yes, just tell the cashier in advance how much to deduct from your prepaid card and how much you will pay using an alternate payment method. Note that this process is well known as “split tender”.
I received an email/phone call from Mastercard about my account, but it appears to be a scam or a phishing email.
Island Pay will never solicit personal or account information from a cardholder and we suspect that the information you received is fraudulent. You should always safeguard your personal information and refrain from responding to suspicious email/phone scams. If you suspect fraud on your account, please contact our customer service line immediately to report it.
I can't find my Mastercard Prepaid Card. What should I do?
You can use the Island Pay mobile app to suspend/block your card immediately, then call our customer service line to report the lost or stolen card.
Your reloadable card is registered, we can use the information you provided during registration to issue a replacement card.
How long can I use my Mastercard Prepaid Card?
You can make purchases and cash withdrawals until the expiration date shown on the card. If your card expires before all of the funds have been spent, you are still entitled to access the funds via a replacement card. Contact our support line to find out how to retain a new card.
How do I use a Mastercard Prepaid Card?
When you’re ready to make a purchase, give the cashier your card or, if asked, insert or tap your card at the terminal. The purchase amount will automatically be deducted from the card balance.
How do I return an item that was purchased on a Mastercard Prepaid Card?
When you make a return, the cashier may ask to see your card. The value of the returned merchandise will be credited back to the card.
How do I add funds to my card?
Currently you may transfer funds from your Island Pay wallet (BSD, or Sand Dollar) balance to your card via the Island Pay mobile wallet application. Multiple load channels will be available soon, stay tuned for an update via our website.
How can I dispute a charge?
Please contact the merchant to try to resolve the situation. If you and the merchant cannot resolve the issue, and you want to file a disputed transaction please contact the customer service line by calling the phone number on the back of your card.
Can I use my Mastercard Prepaid Card for installments or recurring payments?
You may use your Mastercard Prepaid Card to make an individual payment, and while most billers accept Mastercard Prepaid Cards for regular or recurring payments like your mobile phone or cable bill, it’s advised you check directly with the merchant or biller.
Can I use my Mastercard Prepaid Card for a car rental or hotel reservation?
Car rental agencies and hotels may require a credit card for making a reservation. And they should accept your Mastercard Prepaid Card for final payment at the end of the rental period or hotel stay. Check with the car rental agency or hotel in advance to ensure you are aware of their policies.
What is the smallest cash withdrawal that I can make?
For Standard accounts: $BSD 10.
For Upgraded accounts: $BSD 20.
What is the largest cash withdrawal that I can make?
For Standard accounts: $BSD 100.
For Upgraded accounts: $BSD 500.
Can I do a mobile topup using Kiosk?
Yes. Mobile topups can be done through both the Kiosk and the Island Pay app.
Can I add cash to my account using the Kiosk?
How do I transfer funds from one account to another?
You can go to the main Dashboard and select the ‘Send Money’ option. There you can enter the recipient’s mobile number to complete the transaction. You can only send funds to mobile numbers that are already members of Island Pay.
I sent a Mobile Topup to the wrong number - what can I do?
If you sent a mobile topup to the wrong mobile number, you cannot cancel it or get the topup back. Please be careful when entering the digits of a mobile number when you are sending a mobile topup.
Can my ALIV mobile number topup a BTC number?
Yes. ALIV mobile numbers can topup BTC numbers and vice versa. You can also topup international numbers.
Can I do a mobile topup using the Kiosk?
Yes. Mobile topups can be done through both the Kiosk and the Island Pay app.
Why should I do the Account Verification upgrade?
This is optional. Upgrading your account with Account Verification is for customers who would like to increase their daily transaction limits.
Island Pay must comply with a banking regulation known as ‘Know Your Customer’ (KYC). KYC is the process of a business verifying the identity of its users and is used as an anti-corruption and fraud measure. To receive higher transaction limits, we must comply with this regulation.
What is the age requirement?
In order to open an Island Pay account you need to be at least 18 years old.
I’m having trouble with Account Verification
Please note that it is possible to use the Island Pay app without upgrading your account.
Go to ‘Profile’ under the ‘Account verification’ section of our app, tap ‘Account status’, and select Upgrade. You will need to take a picture of 2 valid government-issued photo IDs.
Some tips to ensure the identity verification goes smoothly:
What kind of Government Identification Documents are accepted?
For account verification, the following documents are accepted. NOTE: Must have valid expiry date.
How can I download the Island Pay app?
You can download our app from the Google Play Store for Android devices or the App Store for iOS devices.
Can my Aliv mobile number work with the Island Pay app?
Yes, Island Pay accounts can be created with Aliv and BTC mobile numbers.
How do I contact customer support?
There is a Help button on the very bottom of the main screen of the Island Pay app. You can press the button and type your message describing your issue and send it to our Customer Support department.
How much does the app cost?
The Island Pay app is free of charge and can be installed on all Android and iPhones. Various transaction fees may apply. Please visit Fees & Limits to review any applicable local fees
Are there any account limits?
Yes, all account limits are governed by your account registration level. To have an account with higher limits, please upgrade your account with the required information and documents as indicated in the mobile app.
You can also check your remaining daily limit within the mobile app by navigating to the "Transactions" screen.
For a list of account limits, please visit Fees & Limits to review your local limits
Where are the kiosk locations?
Visit the page Kiosk Locations for an updated list of locations near you
What currency does the Island Pay Kiosk accept?
In The Bahamas, Island Pay kiosks only accept Bahamian Dollars (BSD).
In Barbados, Island Pay kiosks only accept Barbadian Dollars (BBD).
What countries are supported?
Island Pay is available in:
• The Bahamas
Questions not answered here?
If your question is not listed, you can reach our support line using the phone number on the back of your card, or via our self-serve portal located at: https://islandpay.com/help
Can I use Island Pay outside of The Bahamas?
No, the Island Pay app is only for use within your home country.
I need to edit my PIN
You can edit your personal details in the Profile section of the app. Tap on the detail that you would like to change and you will enter the Edit screen. Tap ‘Save’ when you are done.
Where can I use my Mastercard Prepaid Card?
You can use your Prepaid Mastercard anywhere a Mastercard is accepted – that’s millions of locations worldwide from retail stores to online, mail, and phone orders. You can also use your card to pay bills online, pay for your favorite streaming services, and much more. The possibilities are endless.
I forgot my PIN
If you have forgotten your PIN to access the Island Pay app, tap on ‘Problem with your PIN?’ and answer your 2 security questions. Enter a new 6-digit Validation code. You will then be able to create a new PIN and login.
Where do I find my card transaction history?
You can view your card transaction history instantly in the Island Pay mobile application.
I believe fraudulent purchases were made on my Mastercard Prepaid Card. How do I report it?
If you believe that a transaction posted to your account is fraudulent, you should immediately contact the customer service line by calling number printed on the back of your card.