Reporting Fraud:

Reporting Fraud:

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.

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.


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.

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

Please note if you are concerned about your personal information being compromised please contact Equifax or Transunion.


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

Please note if you are concerned about your personal information being compromised please contact Equifax or Transunion.

If you are concerned about your card details being compromised please contact support 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

 

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.


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.