Frequently Asked Questions

Why is KiTTi being closed?

Following a review by Santander and Kalixa Payments Group, the decision has been made to close the KiTTi service. As a result, your account was closed on 10/04/2017. We made you aware of this via SMS and email in January 2017.

Can I still pay money into KiTTi?

No, your account was closed on 10/04/2017. Any remaining balance will be refunded to the KiTTi owners registered debit card shortly.

Can I still use my KiTTi card?

No, you can no longer use your KiTTi MasterCard to spend money previously loaded.

Your KiTTi account and card remained active until 10/04/2017 and we suggested you spend the remaining balance before that date. Shortly after 10/04/2017, any remaining balance on your KiTTi account or card will be refunded to the debit card you registered on your KiTTi account.

Can I get my KiTTi card replaced?

No, as the KiTTi service closed on 10/04/2017, it is not possible to receive a replacement card.

What happens if I can’t use my account?

If you’re a KiTTi Owner, have a balance on your KiTTi account and can’t currently use your account, please call us on 0800 086 8038 or 0203 695 1826 (opening hours are Monday to Friday 9am to 5pm).

What has happened to the money I paid into my friend’s KiTTi?

If you have any questions about the money in your KiTTi account, please contact the Owner of the KiTTi. The KiTTi Owner is responsible for all money held in their KiTTi account and it‘s their responsibility to agree and arrange the return of any money paid into their KiTTi by a Participant.

I joined a friend’s KiTTi, what do I need to do?

If you are not the Owner of a KiTTi then you don’t need to do anything. Your KiTTi account will have been automatically closed when the KiTTi service closed on 10/04/2017.

What happens if I receive a refund from a Merchant?

If you receive a refund on your KiTTi card now your account is closed, please contact us and we’ll transfer the refunded amount back to the KiTTi owner’s debit card. Call us on 0800 086 8038 or 0203 695 1826 (opening hours are Monday to Friday 9am to 5pm)

I’m a KiTTi Owner, what will happen to the balance on my KiTTi account after it’s closed?

On 10/04/2017 your KiTTi prepaid MasterCard was disabled. The remaining balance on your KiTTi account will be transferred to the debit card you most recently used to load KiTTi. If you don’t have a debit card associated with your KiTTi account, we’ll contact you so we can arrange for the balance to be returned to you.

I’m a KiTTi Owner, I’ve received the wrong amount of money/ I haven’t received any money back on my debit card. What do I do?

If you received the incorrect balance to your debit card as part of the refund process, please contact us and we will investigate what has happened. Contact us on 0800 086 8038 or 0203 695 1826 (opening hours are Monday to Friday 9am to 5pm).

What happens to my money if I don’t have a valid debit card linked to my account?

For balances under £10, if you don’t have a valid debit card linked to your account (meaning we cannot automatically return your balance), and we haven’t been able to contact you to arrange the closure of your account, then the money will be donated to the charities AGE UK and Barnardos. Balances of more than £10 will be held until we are able to contact you to arrange your refund.