Question 1

What do I do if my card is expired?

Accepted Answer

Review the terms and conditions for the card to verify if replacements are available after the expiration date listed on the card. These terms can be found on the website once you've logged into your profile. If you did not create a profile when activating your card, log in with your card information. Replacement options will vary by card, and not all cards are eligible for replacements after the expiration date.

Question 2

How are gratuities handled on the card?

Accepted Answer

When using the card at establishments where tipping is common--such as restaurants, bars, hotels, salons, spas, transportation services, car rentals, and cruise lines--authorizations may include an additional 20% over the total bill to cover potential gratuities. This ensures that the card balance can accommodate the total amount, including any tips. If the balance is sufficient, the transaction will be approved. If no gratuity is added, the excess amount will be returned to the card. If the balance is insufficient, provide the associate a specific amount to be applied to the prepaid card.

Question 3

Why might my card be declined at the merchant?

Accepted Answer

Your card may be declined if your purchase amount exceeds your available balance. Always check your balance before making a purchase. If needed, you can split your purchase into two separate transactions. Your card may also have been used for an unsupported transaction type.

Question 4

What types of transactions are not supported by my card?

Accepted Answer

Gas pump transactions. Subscription services. Money orders or Money Transfers. Peer-to-peer (P2P) payments such as Venmo, Zelle, CashApp, or PayPal. ACH or Bank Transfers. ATM withdrawals. Cash advances

Question 5

What is the benefit of registering my virtual card?

Accepted Answer

Registering your virtual card with your full name and address helps to avoid declined online purchases, protect against fraud, and ensure support if you need assistance or to submit a dispute.

Question 6

How do I register a virtual card?

Accepted Answer

Click on the redemption link you received in your email or enter the redemption code in My Prepaid Center to activate the card.. You will be directed to the billing address Register to Shop Online page.. Please enter your personal information and accept agreements to complete the registration.. If you were not taken to the screen to register your card after activating, navigate to your card details page to locate the option to register your card.

Question 7

How can I request my virtual link to access my card?

Accepted Answer

To request your virtual link: Click the Sign In/Register drop-down menu in the upper-right corner. Select Resend Your Virtual Link from the options. Enter the email associated with your card to receive a code for accessing your card details. Please note: Only the registered email for a card can be used. If you have already set up a profile, please login to view your card details. If you have multiple cards or encounter issues, contact Customer Support for assistance.

Question 8

How can I find my balance on my virtual card?

Accepted Answer

If you have redeemed your virtual code: You may retrieve your card balance if you linked the card to your profile on the website. If you do not recall your credentials, please follow the Forgot Password steps to view your card. If you have not yet redeemed your virtual code or linked the card to a profile: Please search within your inboxes for an email with the subject line of "Your Virtual Prepaid Card" for the retrieval link email to access your card balance for eCommerce transactions.

Question 9

How do I reset my password?

Accepted Answer

Click the Sign In/Register drop-down menu and select Forgot Password. Enter the email address associated with your account to receive a password reset link. Follow the instructions in the email to create a new password.

Question 10

How do I update my profile information?

Accepted Answer

Sign in to your account, then navigate to your Profile settings. From there, you can update your name, email address, and other personal information. Some changes may require verification for security purposes.

Question 11

Can I link multiple cards to one account?

Accepted Answer

Yes, you can link multiple prepaid cards to a single My Prepaid Center account. After signing in, use the Add a Card option to register additional cards to your profile for easy management.

Question 12

What should I do if I notice unauthorized transactions?

Accepted Answer

If you notice unauthorized transactions on your card, contact Customer Support immediately. You may be asked to provide transaction details and verify your identity. If your card is registered, additional fraud protection options may be available.

Question 13

How is my card information protected?

Accepted Answer

We use industry-standard encryption and security protocols to protect your card information. All transactions are monitored for suspicious activity, and our systems comply with PCI-DSS standards to ensure data security.

Question 14

Why was my card flagged for security?

Accepted Answer

Cards may be flagged due to unusual spending patterns, multiple rapid transactions, or transactions in unfamiliar locations. This is a protective measure to prevent fraud. If your legitimate transaction was blocked, try using the card in-person at a different merchant or contact Customer Support for assistance.

Frequently Asked Questions

How & Where to Use your Card?

Frequently Asked Questions

How & Where to Use your Card?