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The Devon Card: Cardholder guide


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Introduction

Your Devon Card will be loaded with your direct payments and provides a new and secure way of receiving and spending these funds.

This not only provides a convenient way of managing your direct payments, but it also helps us in managing and monitoring them. You do not need a separate bank account for direct payments as we will be able to directly view payments made using the Devon Card.

Your Devon Card must only be used to make purchases to meet your needs and outcomes identified in your support plan, and agreed by the person undertaking your child’s assessment.

Your Devon Card also has online banking and telephone banking facilities so you will be able to make payments to providers even if they do not accept Mastercards. It is not possible to spend more money than is loaded onto the card.

Before you use your new Devon Card, have a look through this guide for a better idea of just how useful it can be.

The rules and regulations relating to the Devon Card are part of the direct payment agreement which you are asked to sign as part of the direct payment process.

First things first

By now, you will have been assigned a direct payment allocation.

We will ask you to show us some documentation confirming your identity, and then we will order your card for you. Delivery of your card will take 5 -10 working days.

We will add your direct payment to your card every four weeks. You will need to sign the Direct Payment Agreement which sets out all the rules and regulations that must be followed.

When you receive your card, before you can start using it, you will need to follow the steps below. For your safety and protection, it’s important that you do this as soon as possible.

  • Step 1 – sign the back of your card.
  • Step 2 – you need to activate your card. You will need your card number and date of birth to do this. Call EML on any of the following numbers to activate your card: 0203 327 1991 or 0203 468 4112 or 0207 183 2248 (these are interactive voice response (IVR) lines where an automated process will enable you to activate your card and retrieve your PIN – calls to these IVR numbers are free of charge).

It is vital that you keep your PIN a secret. Do not allow anyone to use your card for you unless we know that person is formally acting on your behalf. Do not tell your PIN to a member of staff at Devon County Council or the bank. This is to ensure the security of your card.

Please note, you cannot change your PIN, the PIN issued to you is the one you must use, so you will need to remember it.

Using your Devon Card

Online banking

Log on to your account by going to https://prepaidfinancialservices.com/ and select ‘Devon’ from the Council/NHS drop-down and select ‘Login’.

You can then click on the Cardholder login. You will then be asked to type in your card number and PIN. This will then give you access to your online account.

The Devon Card is not dependent on you having internet access. Anything that can be done online can be done by making a telephone call to EML.

Telephone banking

You can access telephone banking by calling EML on 0203 327 1991 or 0203 468 4112 or 0207 183 2248. These are interactive voice response (IVR) lines where you can check your balance and retrieve your PIN number. Calls to the IVR lines are free of charge.

To contact EML customer services, please call 0203 633 1094. Please note that calls to EML are charged at £2 per call and the £2 charge is deducted from your direct payment account. You will only pay your standard network rate charge on your phone bill.

Your direct payment co-ordinator will also be able to help with many aspects in managing your PFS account.

Balance queries

You can check your Devon Card balance by using the:

  • online banking facility
  • IVR automated telephone lines

Statements

You can get a statement detailing your spending by downloading it using the online banking facility.

Cash or ATMs

It is not possible to use your Devon Card to withdraw cash or use ATM machines for any other reason.

Charges

There are no charges for most types of payment or balance enquiries. However, some activities will incur a charge for which you will be liable, such as:

  • standard overseas transfer of funds from account – 3% of transaction
  • replacement of card (for example, in case of lost or stolen card) – £2.50 per replacement
  • additional card for a second cardholder – £2.50

If you do incur any of these charges you will need to refund the money into the Devon Card account as it is not permitted to use direct payments to cover bank charges. If you have any concerns about charges please talk to your direct payment co-ordinator.

Lost or stolen cards

If you lose your card or believe it has been stolen you must report this immediately. You can do this by telephoning EML. Alternatively, you can contact your direct payment co-ordinator.

It is important to report any loss or theft as soon as you are aware of it. Failing to report could be considered negligence by the card company and you may be liable for any unauthorised transactions that may have been carried out before the loss was reported.

Financial monitoring

You do not need to send us financial statements if you have the Devon Card. We are able to monitor your spend online without you needing to do anything specific.

You must still keep invoices and receipts from all providers and any expenditure for 12 months as we may need to see them at some point.

Keeping things safe

Please take sensible precautions to take to protect you from fraud. You should:

  • make sure your PIN and online banking details are not easy to guess and are not written down anywhere
  • not give your PIN or online banking login details to anyone (apart from your nominated person if you have one)
  • keep your card in a safe place – treat it as you would cash
  • make sure you report any loss or theft of your card as soon as possible
  • make sure you have security (for example, anti-virus) software installed on your computer if you are using the online banking facility

If you get any emails asking for your online banking login details, do not provide them and do not click on any links.

Security code

When making transactions over the telephone or online, you may be asked for the security code for your card. This is the last three digits printed on the signature strip on the reverse of the card and is sometimes referred to as the CV2 code.

Fraud detection and reporting

In order to protect you from fraud, EML may contact you if they identify a transaction that does not appear to be within your normal spending patterns.

If you suspect fraud on your account please call on one of the EML contact numbers. Alternatively, contact your direct payment co-ordinator.

Our commitment to you

You can rest assured that you will not be liable for fraudulent transactions unless you have delayed reporting your card as lost or stolen.

Safeguarding

Any individual provider of services that has been paid by bank transfer or directly by Mastercard is monitored to ensure the person being paid has had a criminal records check (DBS) where appropriate.

Your questions, answered

How will you confirm my identity?

When it’s time to set up your Devon Card account, we will talk you through the identity confirmation process. We will need to see (and note down the detail from) one or two official documents that show your name and address.

How can I make payments with my Devon Card?

You can make payments in a number of ways. These include:

Presenting your card to a provider of services (if they accept Mastercard payments). You will usually be asked to enter your four-digit PIN. For telephone and internet transactions you will need to give your 16-digit card number, start and expiry date and the three-digit security (CV2) code printed on the signature strip on the back of your card. The payment amount will then be deducted from your card. You cannot spend more than the available credit on your card. Please remember to keep your receipts for any purchases.

You can also use the online banking facility to make payments using standing orders or bank transfers (BACS). Bank transfers will take up to three working days. You can also make a same-day or next working-day bank transfer, but you will be charged for this, so it should be avoided.

You can also make bank transfers and standing orders by using the telephone banking facility that comes with the card.

Devon County Council does not allow direct debits to be used under the Devon Card scheme.

Payments to a personal assistant, enabler, child minder or any other service provider should be made by this method. Tell the provider that this is how you intend to pay them from now on and once they have given you their bank account details, you can pay them and any future payments online by bank transfer (BACS)

Can I transfer funds to and from my personal account?

Any personal transfers are only permitted with prior permission and would only be allowed in exceptional circumstances.

However, you are permitted to transfer funds to your Devon Card if the cost of the service you are buying costs more than is covered by your direct payment balance. You may also need to add funds to your account to cover the cost of bank charges for something which has been bought in error.

What happens if I forget my PIN?

You will need to call EML on 0203 327 1991 or 0203 468 4112 or 0207 183 2248.These are interactive voice response (IVR) automated telephone lines. Calls to these numbers are free of charge.

What should I do if my address or name changes?

Contact your keyworker, or your direct payment co-ordinator and your records will be updated.

What do I do if my Devon Card is refused when making a payment?

First, do a few checks:

  • Do you have sufficient funds?
  • Is your card damaged?
  • Has your card expired?
  • Have you asked for your card to be blocked?
  • Are you using the correct PIN?
  • If you are using the online banking facility or are on the phone, have you entered the card number and other details correctly?

If you still require help, contact EML on 0203 633 1094. Please note, calls to this number are charged at £2 per call and the £2 charge is deducted from your direct payment account. You will only pay your standard network rate charge on your phone bill.

Your direct payment co-ordinator will also be able to help with many aspects in managing your PFS account.

How often is my card renewed?

Unless your card is lost, damaged or stolen, your card will be automatically renewed every two years.

Complaints

Complaints or feedback regarding the setup or management of your direct payment can be made using the methods described on our feedback and complaints page.

Complaints regarding services or care provided by direct payment can be made direct to the provider of the service or to:


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