24/7 Emergency Assistance wherever you are in the world

Global Emergency Assistance


If you lose your Thomas Cook Borderless Prepaid Card™ or it is stolen, reporting this to Card Services immediately will help protect the funds on the Card.

The dedicated Card Services team is on hand to help, 24 hours a day, seven days a week. If your Thomas Cook Borderless Prepaid Card goes missing, call Card Services straightaway and they will cancel it in order to help protect your funds (subject to full compliance with the Terms and Conditions). The Card Services team can then make appropriate arrangements to minimise the impact on your trip, including emergency cash replacement up to the available balance on your Card (subject to availability).

Please click here, to find a list of 24/7 Card Services telephone numbers.

If you notice any transactions on your Thomas Cook Borderless Prepaid Card that are incorrect or that you don’t recognise, please call the 24 hour Card Services helpline immediately. In addition, you must call Card Services if you believe your PIN or any other security information may have been compromised.


If you have two Cards, linked to the same balance and you lose one of them, you can still access your funds using the other Card without having to wait for a replacement Card. Please be aware that you must still call Card Services immediately, so that they can block the lost or stolen Card.

If both your Thomas Cook Borderless Prepaid Cards are lost or stolen, Card Services can arrange for replacement Cards, and if necessary, start the procedure for disputing unauthorised transactions. In an emergency situation, they may arrange for emergency cash to be sent to you, via a global money transfer network and free of charge (emergency cash is available up to the equivalent of US$500 (or such higher amount as may be provided at our sole discretion, subject to a sufficient balance on your Card and subject to availability in the relevant location). If you have any general queries, or want to pass on any comments about using your Card, please get in touch at cardservices@borderlessprepaid.com.