Fraud FAQ

Fraud FAQ

Do you have a particular question that wasn't answered by our original fraud article? Have a look here as well:

How can I protect my card information or the safety of my physical or virtual card?

It is your responsibility to track your account activity and safeguard your card information. This should always be a paramount priority on your mind. Hence why we advise you to always make sure to avoid clicking on suspicious links and always double check the sender's email if it requests you to provide any sensitive information. 
Malicious actors will often time "spoof" our email by sending you an email that looks almost exactly like ours. Keep in mind that our official email handle is always help@mycardholdersupport.com
Please note cardholder support will never conduct surveys or telemarketing calls requesting for card information and personal information

What if I don’t recognize a transaction on my card?

If you do not recognize a transaction, you can suspend your card by logging into the online portal at https://payaccount.io/login or contact the number available on the back of your card to start a fraud investigation process. Suspending your card is fairly straightforward and you'll always be able to unsuspend them on your own once the investigation is concluded. 

My email address is compromised, what steps should I take to prevent the security of my card information?

Please reach out to your email provider to ensure the security of your personal and card information as they would have the expertise and tools necessary to provide you with the best assistance on how to secure your email address.

What steps should I take if I am a victim of identity theft while claiming, redeeming or using a prepaid card?

If you are concerned about your personal information being compromised please contact Equifax or Transunion as we are only allowed to assist with card/transaction related investigations. 

How can I report unauthorized and / or potentially fraudulent transactions on my prepaid card?

If you are concerned about your card details being compromised please contact support on the phone number on the carrier of your card or on the back of your card, alternatively you can email us at help@mycardholdersupport.com

Will I receive the funds I reported fraud as this card is not covered by CDIC?

Our prepaid cards are not covered by CDIC, however we do raise a fraud investigation and process a dispute claim to potentially receive a refund. 

How long does it take to complete a fraud investigation?

It may take up to 10 to 15 business days to complete a fraud claim. However this may take longer depending on the amount and the nature of the fraud investigated. If you do not heard back from us after 30 calendar days, please feel free to reach back out for an update.
This does not apply to redirected cardholders. If you've been redirected, please reach back out to the channel that you've been redirected to as we at help@mycardholdersupport.com are not privy to the investigation being done by other organizations. 

Why have I received paperwork regarding my fraud claim and what should my next steps be?

You have to fill the information requesting in the paperwork sent to you to receive  a refund for your fraud claim. This form helps our processors to complete the investigation process.

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