Help! I can't redeem my virtual card.

Help! I can't redeem my virtual card.

Received the following error code when trying to redeem your virtual card?; “The information that you have entered is incorrect”. In all likelihood, the information that you've entered is simply not being recognized by the system as the correct input.

This is due to the the text fields being case-sensitive. 
When filling out the online form to redeem your virtual card, follow these important guidelines:
  1. First name: Your full first name
  2. Last name: Your full last name
    1. If your last name consists of two (2) words, please enter a space ( ) between them. Please do NOT enter a dash, as special characters cannot be used to redeem virtual cards
  3. Email address: The same email address used when the card was issued 
  4. Postal code: The same postal code used when the card was issued
If you're positive that you have everything right, feel free to email us at help@mycardholdersupport.com and we'll see how we can help. 

Feel like the article is lacking? Leave a downvote and let us know what you think. We genuinely want to improve based on your feedback.
    • Related Articles

    • Where is my virtual card? When will I receive it?

      If you're due to receive a virtual card, you will need to reach out to the organization that originally offered you the card. Virtual cards are usually created and issued at the request of the organization that offered them. While we would love to be ...
    • What is a virtual prepaid card?

      A virtual card works just like a physical card would, with the caveat that it may not be used at a brick-and-mortar store nor at any physical terminal. As long as the merchant accepts the use of an electronic payment, you should be good to go.  ...
    • Why is it important for me to print and save my virtual card information once redeemed?

      It is paramount that you save your card details by either printing the card details or screenshotting it. Why? Once a virtual card is lost, it cannot be replaced and the organization that provided you the card will need to provide the ...
    • What do I do if I lost my virtual card?

      Sadly, if you lost your virtual card details, you will have to reach out to the organization that provided you with your card as they will have to reissue the card on your behalf.  Hence, it is important that you always make sure to store your ...
    • Where is my additional virtual card? I have received one, but am waiting on another one.

      If you were entitled to more than 1 virtual cards as part of a promotion, and you have only received 1 so far, your other virtual prepaid card(s) are most likely in a queue and being processed. Even if the cards were ordered under the same name, for ...