The currency provider has taken down its site and app, leaving some customers struggling to access funds.
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The systems have been suspended to stop the virus spreading, but customers on social media have complained that they have been left out of pocket.
It’s not just Travelex customers that have been affected either.
The currency provider is processing physical orders, so direct customers can take their order receipt to a store to get currency.
But that doesn’t help customers who have used one of the several banks that rely on Travelex for transactions.
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The currency exchange provides services to several major banks including Sainsbury’s Bank, Asda, Barclays, HSBC and First Direct.
This has left some banks struggling to fulfil customer orders.
For instance, the Sun understands that Barclay’s is unable to fulfil any new currency orders and that some existing orders have been affected.
The bank is contacting customers who have placed orders to explain that they cannot be carried out for the time being.
Sainsbury’s Bank customers are also among those affected, again, Sainsbury’s physical stores are able to provide currency, but online services have been suspended.
A spokesperson said: “Our Travel Money Bureaux de Change are open as normal. We’re in close contact with Travelex so that we can resume our online service as soon as possible.”
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Travelex host the Virgin Money Travel Money site on behalf of Virgin Money as a third party supplier, this site is also not functioning while Travelex is not operating online.
There are also some concerns that customers who use currency cards have been unable to access currency or top up their cards while abroad.
Travelex has tweeted that cards that are already loaded can be used.
If you want to top up your card, Travelex says you can do so by going to https://multicurrencycashpassport.com.
But, people trying to load currency are still experiencing problems.
How can I get the best currency rates?
- Don’t buy cash at the airport – you’ll always be able to beat the rate with a bit of forward planning
- Compare travel money companies online – Factor in delivery costs and choose the option that gives you the most cash to spend on holiday. If you’ve left it until the last minute order online for airport collection so you get the best of both worlds.
- Use comparison tools – MoneySavingExpert’s TravelMoneyMax enables you to compare pick-up and pre-order rates.
- Don’t pay for travel money with a credit card – it’s likely you’ll be charged a cash withdrawal fee which adds to the cost.
- Top up a prepaid card to lock in your rate now – Choose your card and read the T&Cs carefully as some apply hefty fees. WeSwap, FairFX and Caxton FX are all worth checking out.
- Always choose to pay in the local currency rather than sterling – This will help you avoid sneaky exchange fees
Lucy said: “Your suggestion to use money passport was no help. Didn’t recognise Travelex card number.
“Still doesn’t work. Fly home tomorrow and I’ve no idea what the balance is on the card.”
Eventually, she managed to top up the card by phoning Travelex card services on the number on the back of the card.
Nick faced similar issues. He said: “is there a way I can find out the balance on my card… I’ve been unable to check for three days now and it’s becoming a bit of a joke and starting to impact my holiday.”
And Liz added: “Travelex, last time I will be using your services. What is the point of having a travel money card that won’t let you top up or check balance and has no decent messaging on website or in the app to alert you to ongoing service problems? Far from impressed.”
And Lawrence said: “What is going on with your website and app being down? I need to load my currency card with dollars but the site and app seem to have been down all day.”
If you have a Travelex currency card, you can contact card services directly, either by email at cardservices_prepaid@mastercard.com or by phone on 0800 260 0355.
If you’re struggling to upload money to a card, you should contact Travelex directly and it will advise you on how best to proceed.
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