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Coronavirus: how we're helping our customers

The outbreak of the coronavirus will have an impact on businesses across the globe so we wanted to take this opportunity to reassure you that we're open and operating as usual.

3 min read

At Mettle, the health and wellbeing of our customers and team is our main priority. 

So we’ve taken steps to ensure that we can keep Mettle running and continue to provide you and your business with the support you need.

Working remotely

To keep our team and their families safe, we have moved to remote working. Many of us work from home quite often so this move has no impact on the services we provide you.

Advice and guidance

We’re aware that the coronavirus could impact you in different ways. So here is the latest news on the government’s support for businesses.

Additional links to keep you and your family safe:

NHS advice and guidance

Stay at home guidance

Government response 

WHO guidance

Public Health England 

Beware of fraud 

To help protect yourself from fraud, the Financial Conduct Authority (FCA) gives clear guidance on how to spot coronavirus scams

If you’re worried that you’ve purchased goods or services that may be fraudulent or have been caught out by another scam, get in touch with us right away.

You can also lock your Mettle card within the app by tapping ‘Lock card’ on the Account screen.

Practical advice for businesses

Here is a list of practical considerations and potential solutions that may help your business during this time:

  • Encourage employees to work remotely where possible

  • Consider increasing the amount of cleaning on surfaces such as desks, keyboards, door handles with an anti-bacterial solution and having hand sanitiser gel readily available for your staff and customers to use

  • Advise employees to avoid non-essential travel and consult national travel advice before going on essential business trips

  • Ensure employees self-isolate, even if asymptomatic, when returning from Category 1 countries/areas

Impact on your Mettle account

As a result of the government’s business continuity planning and the closure of some Post Offices, new customers or customers who have ordered a new card may experience longer waiting times. This could result in you struggling to pay in cash.

We're keeping a close eye on how this develops and will continue to update you as things progress.

Customer support

As always, our team is here to support you so please get in touch if you want to speak with us or if there is anything we can do to help you. The quickest way to reach us is through our in-app chat. 

Alternatively, you can email us at

The Mettle account is an e-money account provided by Prepay Solutions (PPS), a trading name of Prepay Technologies Ltd which is an electronic money institution regulated by the Financial Conduct Authority under the Electronic Money Regulations 2011 (FRN 900010) for the issuing of electronic money. Financial Services Compensation Scheme (FSCS) protection does not apply to electronic money institutions. Mastercard® is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated. Registered office: 250 Bishopsgate, London, United Kingdom EC2M 4AA

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