How do I register to use web-loading?
The first time you visit the Cashless Portal you will need to register, please click on the 'Register' link on the homepage. Enter your employee number and surname, read the terms and conditions ticking the box to indicate you have read them and press Submit. You will then be asked to enter your email address if this isn't known to the system. An email will be sent to you containing a link to our secure logon page. Once you have clicked on this you will be asked to choose a new username and password. Once these have been submitted your account will be activated.
What do I do if I have problems registering on the Cashless Portal?
Please contact the Service Desk on extension 1234 (external tel: 020 7893 8585) for assistance.
When I enter my employee number and surname to register the Portal shows, 'Your details don't match the data in our system'.
Please contact the Service Desk on extension 1234 (external tel: 020 7893 8585) for assistance.
During registration an email address is pre-populated on the screen that's not correct?
Please contact the Service Desk on extension 1234 (external tel: 020 7893 8585) for assistance.
When I enter in my username and password I get an error message, 'Login failed, please try again'.
Please contact the Service Desk on extension 1234 (external tel: 020 7893 8585) for assistance.
What should I do if I forget my username or password?
If you forget your password click on the on 'Forgotten Password' on the login page and follow the instructions on screen.
How do I load funds?
You can load funds to your cashless payment card using your credit or debit cards. If you wish it's possible to save your payment details securely for future use, removing the need to enter in your name and card details every time you top-up, this is called Quickload.
What's the minimum and maximum amount I can load to my card?
The minimum amount you can load in one top-up is £10 and the maximum is £30. The maximum total amount you can hold in your cashless account at any time is £50.
Who's WorldPay and what's Quickload?
WorldPay are payment service providers who will process you credit/debit card payments. Quickload enables you to save your card details for future use which means that you won't have to enter in your name and card details each time. VMC and the Cashless Portal do not store any card details.
What is the Auto top-up feature?
The auto top-up feature allows an automated top-up to be made every time your cashless payment card balance falls below a set threshold level. For example, you can set the system to add £10 to your account very time the balance drops below £5, by navigating to the 'My Settings' tab and selecting the 'Auto-Topup settings' link. Once on this page you need to 'enable' auto top-up and then set the credit/debit card you wish to use for the payments plus the trigger amount and top-up amount. To use this feature you will need to store your credit/debit card details on the system.
What if I lose my card?
It's possible to block your own card on the Cashless Portal if your card is lost or stolen. Log onto the Cashless Portal and select the option to block your card on the homepage. Click to confirm that you wish to block your card. You must also inform Harrods security that your card is lost or stolen as soon as possible, to ensure it can't be used by someone else to gain access to restricted areas.
Is my account and card balance safe?
Once you block your card your cashless account balance is safe. If someone attempts to use your card the reader will display 'Card Hotlisted'. Hotlisted cards are not able to make purchases.
Can I change my password?
Yes, log into the Cashless Portal and click on My Settings and choose Password. You can change your password here.
Can I change my email address?
Yes, to do this visit the 'My Settings' page.
Will the Cashless Portal charge me for any transactions?
No, use of the Portal and web-loading is free of charge.
How will top-up transactions appear on my bank statement?
You will see 'Harrods staff top-up' on your bank statements.
What is the refund policy?
Any credit/debit card payments made to your cashless account using this web portal are non-refundable. Once the funds are in your cashless account, refunds for purchases made using your Cashless Card will only be issued as a credit to your Cashless Card. Refunds may take up to 5 days to be processed and you will need to call extension 1234 (external tel: 020 7893 8585) for assistance.
What should I do if I'm leaving Harrods, will I be refunded my current balance?
It is not possible to refund any balances at this time.
How do I request a replacement for a lost card?
Depending on your location you can request a card from the following; at the Hammersmith site from the Vendor Applications Team, at the Knightsbridge and Thatcham sites from the Security Team desk in reception.
If the system has an outage can I still buy food and drink?
In the event of a system outage you will be allowed to buy food and drink up to a value of £5, and once the system is operational again this will be taken from your balance. Please note if your balance was zero this could mean you have a negative balance of £5 on your card afterwards. You will need to pay in funds to make the balance positive before you can again buy any items.