What is the Hi Card?

Hi has been appointed by your pension fund to provide its members with the Hi Card, a Mastercard which allows you to access your pension in real-time – rather than needing to wait for your regular pension payday. It’s perfect for helping manage your finances and avoid debt in the case of an unexpected expense.

Do I need to use the Hi Card to access my pension?

No. If you do not spend on the Hi Card, you will receive your full pension on the regular pension payday.

What happens to my pension if I do use the Hi Card?

Any spending made on the Hi Card will automatically be deducted from your pension payment, and the remaining amount will be paid to your bank account on your normal pension payday.

Is the Hi Card a credit card?

No, credit is not being provided. You can only spend the portion of your pension already accrued and available on your Hi Card. You just don’t need to wait until payday to access it.

When will I receive my Hi Card?

The Hi Cards for the pilot group will be dispatched on the first week of December. If you have not received it by 14/12/23, please contact us via email (support@uk.hi.group) or telephone at 0800 063 9265 or +44 203 284 1534 from outside the UK.

How do I activate my card?

After you have received your card, please call us on 0800 063 9265 or +44 203 284 1534 from outside the UK) to activate it. Please have your Hi card, National Insurance Number and/or Pension Membership Number to hand.

By activating your card, you confirm that you accept the terms and conditions as detailed in the Welcome Pack.

What is the identity check mentioned in the Hi welcome pack?

We are required to confirm your identity before issuing your Hi Card. We take your name, date of birth and address as provided by your pension administrator and validate it against the electoral roll and a credit reference agency. Just so you know, this is a soft check only, not a credit application and will not impact your ability to obtain credit.

We also confirm that nothing prevents us from issuing a card to you, such as being subject to sanctions.

What happens if there are any problems with the identity check?

We will contact you using any contact details held by your pension administrator. If you know that the pension administrator does not hold up-to-date details, and you have not received your Hi card,

Contact your pension administrator using
- portal https://contact.mercer.com/
- or call 01372 200200 (9 am to 5 pm, Monday to Friday, excluding bank holidays)

Alternatively

Please contact Hi Support using
- Email (support@uk.hi.group)
- or telephone 0800 063 9265 or +44 203 284 1534 from outside the UK.

How do I download the Hi App?

After activating your Hi card and once we have confirmed your email, you will receive an email invite to register for the Hi app. If you have already registered and need to re-download the app – you can do so using the links below:

Download App Store

Download Google Play

How can I check my balance if I don’t have an app?

As your balance will change each day, the most effective way to check it is by downloading the Hi mobile app or visiting our web portal https://portal.uk.hi.group/ (To register to the portal, please email support@uk.hi.group to request)

If you decide not to download the app, you can view your balance at any ATM that accepts Mastercard.

I have forgotten my card PIN. How can I be reminded?

If you have forgotten your PIN, you can view this in the Hi mobile app (How do I download the Hi App?)

How does the balance accrue on my Hi card?

Your Hi card will start to accumulate a balance on the first day of each pension period – that is, the day after you receive your regular scheduled pension payment. The balance will increase proportionally throughout the month and reset to zero after you receive your pension payment.

If you receive your pension payment early – for example, on a Friday when it would normally be due on the Sunday – the balance will still begin to accrue again at the start of the next period (i.e. Monday in the example above).

What do I do if the card user has passed away?

Let us know at support@uk.hi.group, and we will progress this with the card user's Pension Administrator.