My card is undelivered or missing. I never received my card in the mail.
Card delivery may take up to 21 business days to be delivered, in addition to 2-3 days of processing time.
To find out the status of a card that was ordered for you, please create a support ticket with us. We will try to look up the status of the card for you and inform you if anything is amiss.
Please only do this once 25 business days (Monday to Friday, excluding national holidays) have passed since you ordered the card/a replacement was sent. This is to avoid bottlenecking our support channel and ensures that your case does require our absolute intervention.
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Where is the physical version of my virtual card?
Most companies/organizations does not supply both physical/virtual cards. For more clarification, we recommend that you reach out to the company/organization that issued you the card to inquire about a physical card. Feel like the article is lacking? ...
What if I forget my password/access code?
We're all human at the end of the day. Although we highly discourage it, forgetting your password/access code is a usual issue that cardholders run into daily. For starters, please bear in mind: If you own a virtual card, you'll need to sign in ...
Can I change my pin or access code?
Unfortunately, once set, the PIN number and access code cannot be changed. If you forgot your/lost access code, this article should be of use to you. Should you require any assistance with this, please feel free to open a ticket with our support ...
How to create a ticket?
Creating a ticket is simple. You should be able to see a button on the bottom of this page that says "Submit a ticket". If not, click on this link and you'll be redirected to the ticket submission page. Once you're on the ticket page, you'll see a ...
My card expired with funds remaining; What are my options?
Please note, cards issued from a corporation for promotional purposes legally have an expiration date. Please take a look at the terms and conditions that were sent with the card to determine if your program allows for replacement cards to be created ...
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 ...
Can my card be used in any country?
Here is the list of countries where your prepaid card will not be usable due to either sanctions or restrictions on financial institutions in the USA and Canada: Afghanistan Angola Bangladesh Belarus Burundi Cambodia Central African Republic Crimea ...
How do I view my ticket?
To access your ticket through the Help Center portal, it's essential to have a registered Help Center account using the same email address you used to contact us. If you haven't signed up for an account yet, please visit the sign-up page to create ...
What is a Pre-Authorization and how does it work?
Pre-authorization, commonly known as pre-auth or auth-only, are a hold placed on a cardholder's account to guarantee access to said funds, basically confirming that your card is actually good for that amount. This is a common practice among merchants ...
E-transfer failed or not going through
The most common reason for an e-transfer to fail is simply due to the fact that your security question contained an invalid character or too much character. However, the reasoning may not be identical for all failed transfers as you'll see below. ...