Change Account
Broadway House, Broadway Cardiff,CF24 1PU
Monday to Friday: 9am to 5pm Closed Weekends

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The Change Account


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We sorry to inform you that due to unavoidable circumstances, Change Account will be terminating their services. This means that from 15th of November 2020 you will no longer be able to use your account or your card. Some changes to your account will happen earlier. You can find out more about it within this communication.

Why is this happening?

On the 27th June 2020, Change Account issued and uploaded online a notice to all Customers informing them of a disruption in our services, caused by an event which was beyond their reasonable control. As of the 26th June 2020, the Financial Conduct Authority had suspended permissions for Wirecard Card Solutions to operate, even though such suspension was temporary at the time, Change Account are still dealing with the fallout and the issuers plan. Wirecard Card Solutions Limited (a subsidiary of Wirecard AG and part of the Wirecard group) is the card issuer for your Change Account and a critical supplier to Change Account, which has put its partners on notice that it will not be able to support the cards going forward. This has had effect on multiple critical suppliers of Change Account and its business. In effect, Change Account Limited can no longer issue cards to its customers or support the services going forward. Having considered the options available, Change Account have decided that it cannot continue to provide our business-as-usual services, going forward.

How will this affect you?

The next two months :

  • You can still use the Change Account services and features.
  • Your funds will remain protected as before.
  • You can continue to use your Card at all retailers and services where Mastercard is accepted.
  • From now until 30th of October 2020, your account will continue to work as normal.

Limitations to the Service:

  • Beginning with 31st of October 2020, you will not be able to use your Change Account for Direct Debit payments, Faster Payment and Bacs transactions into your account.
  • You can still use your card to pay bills through the Post Office
  • You can continue to use your Card at all retailers and services where Mastercard is accepted.
  • You can also pay in cash and withdraw cash at any Post Office in the UK.
  • We’re here to support you all the way during this challenging period, including to help you setting up an account with another provider.

Alternative service providers:

  • There are others that provide similar services as the Change Account available in the UK market.
  • To mitigate your inconvenience, and provide minimal disruption to you, we have partnered with Vox Money (a new digital banking solution issued by Omnio EMI Limited) which provide similar services, such as accounts with sort codes and account numbers for transfers and Visa cards, who have agreed to fast-track any account opening requests which may come from you during these two months.
  • You can apply for a VOX Money Account from the 26th of October 2020 by downloading the VOX Money App or applying online at
  • If you chose to open a Vox Money Account, you will have an option to transfer your Change Account funds directly to your new Vox Money Account, using the Quick Lodgement button. It is FREE to transfer your funds from your Change Account to Vox Money.

On 15th of November 2020:

  • Your agreement with Change Account terminates in full and all features stop.
  • TChange Account will close your account and remove any information held about you, except for information which is required to retain under any applicable law, rule or regulation.
  • Should you wish to obtain a copy of the relevant information we hold about you, please direct your request in writing to

After 15th of November 2020:

  • Change Account will send you the final statement of account within 30 working days to the email address that is on file for you.

We’re confident that we have put in place everything we could to minimise your inconvenience and make this process as streamlined and smooth as possible under the circumstances.
If you'd like to close your account today, simply review how to do this via the Change Account Website here or contact our Customer Support team via email at They will freeze your card and account, but you will still be able to log in to Change Account, while we go through the process of closing your account and return any funds to you. You can do this at any time before 15th of November 2020.

Need Help?
If you have any questions about anything in this notice, or need any help with your account or would like to make a complaint, our friendly Customer Support team is on hand via email at
Thanks for being part of Change Account. You made us.
Team Change Account

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The Change Account Prepaid Debit MastercardR is issued by R. Raphael & Sons plc, a UK Bank authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (registration number 161302) and is permitted to issue e-money. Head office and registered office at 19-21 Shaftesbury Ave, London W1D 7ED, company registration number 01288938.

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Our Address

Broadway House, Broadway
Cardiff, UK, CF24 1PU
+44 (0) 2920 487667 Ext 220