How can I cancel my card?
If you want to cancel your card due to loss or fraud, please contact Hi Support, and we can cancel and reorder your card.
If you want to cancel your card and leave Hi, please look at this section How can I unenroll from the card program?
How can I change my card PIN?
You can change your PIN at any high street ATM.
Put your card in the ATM and enter your current PIN. Then, choose the correct option on the screen, such as 'Change PIN' or 'PIN services', and enter the new PIN you'd like to use.
Don't choose a PIN that could be easily guessed, such as 1111, 1234 or your date of birth.
You can log into your Hi app to check if the PIN has been updated correctly.
I forgot my PIN
You can see a PIN reminder by logging into the Hi app and navigating to the Pin Services area. For more details, click on View Hi Card PIN.
How can I unenroll from the card program?
You can unenroll from the Hi programme by contacting your HR department and requesting them to remove you from the programme. You will typically be removed from the programme in the next pay cycle.
If you change your mind and want to reorder your card, you can contact your company to re-enroll you in the programme.
How is my card Balance calculated?
Your card balance is your accrued, capped income (shown in the Hi app as 'Available') minus any transactions you've spent on the card in this pay cycle. There is a breakdown showing this in the Hi app.
Why is my card Balance Zero?
You may see a zero balance in the following circumstances:
1) When you've spent you're entire card balance for the month (all of your pay earned to date).
2) The period between when your pay is received and 2 am following your first working day of the next pay period. For example, if your payday is on the 25th of the month, which covers pay up to the 31st, your balance will be zero from the 25th until 2 am on the 2nd.
I don't recognise a transaction.
If you don't recognise a transaction or a transaction is showing incorrectly, you can raise a support ticket to have it investigated. Please let us know which transaction you want to query, including the merchant's name, time, date and amount of the transaction. The Hi Support Team will then contact you directly.
Where is my card?
Once you have enabled your card on the Hi app or Hi Web Portal and confirmed your details are correct, you can expect to receive your card in 10 working days or less. If it has been more than ten days, please get in touch with the Hi Support team to resolve the issue.
What if my details are wrong in the app?
If details in the app are incorrect, please let us know and contact your company's point of contact with the updated details. Your company will update your information and pass it to Hi so you can enable your card.
Can I use my card abroad?
Yes absolutely. Your Hi card will work abroad; however, sometimes, it requires a chip and pin to complete a transaction.
Will I be charged for using my card?
No. Hi is entirely free for users to access their pay. No one should have to pay for early access to their pay.
My card was declined for a transaction.
There are many reasons that a card can be declined for a transaction. For example, the wrong pin is used, the card has expired or has not been activated, or an incorrect address has been used for online purchases.
- Could you check that all the details were correct to make the payment and confirm that the card has been activated correctly?
- We may restrict certain transactions to reduce the risk of fraud, for example, at specific merchants or if we detect unusual activity. In this case, you can raise a ticket and a member of the Hi Support Team will contact you and discuss this transaction and see if it can be authorised or if your card needs to be reordered if it is fraudulent.
Contactless isn't working.
The Hi card is contactless enabled. There are several reasons that the card may be declined for a contactless transaction (see My card was declined for a transaction)
Contactless may not work because the transaction value exceeds the maximum contactless transaction value or there were insufficient funds on the card at the time of the transactions.
If not, you can raise a support ticket to investigate further, as there may be an issue with your card or account."
What is my limit on card spending?
There is no daily limit on your card spending. However, the total available balance on your card can be at most, which you can see in the Hi App. In addition, if paying for a transaction via contactless payment, there is a national per-transaction limit that cannot be exceeded.
How much does it cost to reorder a card?
It is free for you to reorder your card; please get in touch with Hi Support to reorder it.
What is my card's contactless limit?
There's a limit of £45 per payment, and you'll need to have enough card balance to cover the cost of your purchase.
For purchases above £45, you will need to put your card into the machine and enter your PIN to verify.
Do I have a daily limit for contactless payments?
There's an accumulative limit of £135 per day. You will need to put your card into the machine and enter your PIN to verify once the limit is reached.
How do I use my card for contactless payments?
To get up and running with Contactless, you'll need to pay with your PIN the first time you use your new card in a shop so that we know it's you. There's a limit per payment, and you'll need to have enough card balance in your account to cover the cost of your purchase.
Can I use Apple Pay™️ with my Hi deferred debit Mastercard®?
Yes, you activate Apple Pay on the Hi app and use your Hi deferred debit Mastercard® on your Apple device to pay whenever you see the Apple Pay or contactless symbol; you can activate it using the Hi app. When you pay, Apple Pay doesn’t share your actual card numbers, so your payment information stays safe. Once you have added your Hi card to your Apple Wallet™️, choose Apple Pay at checkout, confirm, and your payment is made.
Where to pay
Use Apple Pay wherever you see one of these symbols:
Apple, Apple Pay and Apple Wallet are trademarks of Apple Inc.