Frequently Asked Questions > Security and Privacy

Security and Privacy

Frequently Asked Questions > Security and Privacy

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Security and Privacy

What do I do if my child has lost their goHenry card?

If the goHenry card is definitely lost, please call our Member Services Team on 0330 100 7676 and they will be happy to arrange a replacement card. The replacement fee for a lost card is £3.99. If you think the card may only be mislaid, if using the goHenry mobile app, log in and click Continue Reading...

How secure is the money in my goHenry account?

To be approved to work with Visa we have to comply with Visa's very strict regulations about how customer money is held and we are audited to ensure that we are meeting their expectations. IDT Financial Services are our card issuer and they are licensed by Visa to hold customer funds as well as being Continue Reading...

My child's goHenry card has been stolen. How do I replace it?

If your son or daughters card has been stolen, please make sure you have definitely blocked the card through the mobile app or the website, in order to prevent it from being used. Once this is done, please contact our Member Services Team on 0330 100 7676 and we will be happy to arrange a Continue Reading...

How do I make a complaint?

If you have not been happy with the service offered by goHenry, please contact our Member Services team via email in the first instance help@gohenry.co.uk and they will do their utmost to resolve any issues you may have experienced. Our aim is to resolve your complaint as quickly as possible. When you contact us you Continue Reading...

How is the money in goHenry accounts protected?

Because goHenry is an e-money product, it isn't covered by the UK Financial Services Compensation Scheme (FSCS). However, to be approved to work with Visa we have to comply with Visa's very strict regulations about how customer money is held and we are audited to ensure that this is the case. Your details are securely Continue Reading...

What kind of transactions do you block?

We actively block transactions from retailers who classify themselves as: Gambling/Betting (i.e. casinos, betting shops, betting websites), Alcohol Establishment (i.e. pubs, bars, nightclubs and some restaurants) Dating/Escort Services (i.e. dating websites) Inbound Teleservices, Automated Fuel Dispensers. It is still possible to pay for petrol inside the petrol station, just not using the automated machines, Off-Licences, Continue Reading...

What if a genuine transaction has been blocked?

Because we rely on retailers classifying themselves correctly, it is possible that a perfectly innocent transaction will be blocked. A good example would be purchasing food in a cafe or restaurant, where the cafe has classified themselves as a alcohol retailer; this would cause the goHenry card to be declined. Another example is certain Leisure Continue Reading...

What is PSD2 and how does it affect me?

What is PSD2? PSD2 stands for Payment Services Directive (2)... It is designed by countries of the European Union to create a common legal framework for businesses (and consumers). It will have a big effect on the payments industry, changing things like how we pay online and the information we see when we’re making a Continue Reading...

How do we protect your account?

When it comes to your account, your security is our top priority. Here is how we protect it: Login details: we provide you online login details unique to you. Memorable Questions: If you contact our customer services team, we may ask you to confirm who you are by asking you the memorable question responses you Continue Reading...

How can I keep my goHenry login details secure?

Here are our top tips on how to keep your goHenry login details secure. Make sure your goHenry password is unique - Do you use your goHenry password to login anywhere else? No? Good thinking. It’s important to make sure that you don’t use the same login details for all your accounts (especially your email Continue Reading...

How do I protect my children online?

Protecting our children from seeing or experiencing things that might not be positive online is a struggle every parent can relate to. We've written some tips and thoughts on how you can put your mind at rest when it comes to our kids online. You can’t help but worry about your kids and the internet. Continue Reading...

How can we shop online safely?

It’s something that affects us as adults all the time, we’re flicking through our bank statements on our apps trying to figure out where it’s all gone, and we come across a random £1.58, or £0.79 online purchase, and, it probably was something we did but we just can’t quite remember, but as it’s only Continue Reading...

Fraud prevention best practises.

Fraud is a word that sets everyone on edge, and rightly so. While we always strive to ensure the safety of your and your child’s account, in this time and age a helping hand in stopping online fraudsters is more than welcome. So here are our top tips for using your account safely. (Top tip Continue Reading...

What should I do if I suspect fraud?

First, make sure the payment is truly fraud. If you don’t recognise the payment. It could be pending, delayed, and will be resolved soon, for example: Pending payments Unfamiliar business names - Different names are often used to process payments. Try searching the name. Unexpected small charges - Businesses refund micro-deposits within a few days. Continue Reading...

How do we protect your account?

When it comes to your account, your security is our top priority. Here is how we protect it: Login details: we provide you online login details unique to you. Memorable Questions: If you contact our customer services team, we may ask you to confirm who you are by asking you the memorable question responses you Continue Reading...

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*NOTE: This submission is not monitored full time, so if you have a specific query related to an existing goHenry account, please email help@gohenry.co.uk directly and the team will be very happy to help you.