General
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 ...
What is a proxy number?
A proxy number or in other words, a payment reference number, is a unique identifier that we use to identify a specific card. This is usually a 10-12 digit number available at left-hand corner of the back of your card as shown below circled in red: ...
What does MCC stand for?
MCC is an acronym that stands for “Merchant Category Code.” The major card companies and banks break down the merchants who accept their cards into categories and assign each merchant, accordingly, a corresponding code consisting of four numbers. ...
I lost my copy of terms and conditions. Can I have a new one provided to me?
We do understand that not all cardholders will keep a copy of the terms and conditions that came with the card around after receiving it. Maybe you accidentally threw it away after even though you had wanted to take the time to go through it later. ...
My ticket was set to Resolved. What does this mean?
When you receive a response from our Cardholder Support Team that your ticket has been resolved, it signifies that you've reached the end of the support process. You will then have 7 calendar days to respond to this ticket if you have any further ...
Help! My account is locked.
Account locking is a financial security feature and cannot be overridden. Your account can get locked if you entered your information incorrectly too many times. The fields are case-sensitive which means that even if the information that you entered ...
I am expecting a reversal or a credit, when will this reflect on my card balance?
A reversal (or a credit) can sometimes take a period of 5-7 business days before it may show up on your account from the date the transaction reversal was initiated. However, depending on the merchant, this can drag on much longer. If after 31 ...
How do I activate my card?
Activating your card is quite simple, provided that you have all the information required. Bear in mind that you may need to refer to different online portals based on the type of card that you have. You may refer the back of your card to know what ...
Are PIN number the same as my access code?
No they are not. PIN numbers are not changeable once they are set while access code can be updated should it be necessary. Please bear in mind that your access code will only be updated if there is an issue with your current code. This is also per ...
How can I check my balance/PIN?
Checking balance Checking your account's balance is quite simple. Although, there are things that you need to keep in mind. If you own a virtual card, you'll need to sign in to https://payaccount.io/login. However, certain virtual card uses the ...
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 ...
My ticket was set to Resolved. What does this mean?
When you receive a response from our Cardholder Support Team that your ticket has been resolved, it signifies that you've reached the end of the support process. You will then have 7 calendar days to respond to this ticket if you have any further ...
I may be a possible fraud victim. What should I do?
Noticed that you're seeing charges that wasn't supposed to be there in the first place? Feeling confused at seeing that $100 purchase at a merchant that you've never heard of? Being a victim of a fraud can be a stressful and frightening experience. ...
I am expecting a reversal or a credit, when will this reflect on my card balance?
A reversal (or a credit) can sometimes take a period of 5-7 business days before it may show up on your account from the date the transaction reversal was initiated. However, depending on the merchant, this can drag on much longer. If after 31 ...
What if I would like to purchase something that costs more than the remaining balance on my Prepaid card?
If you know the balance on your Prepaid card, inform the cashier that you would like to pay that sum of money from your Prepaid card and the remaining balance from a different debit or credit card. Without telling the cashier you would like to use ...
Foreign exchange fee. What are they?
A foreign exchange fee is charged to your card when a transaction is made with an overseas merchant or in a currency denomination other than the denomination of currency on your card. These fees usually consits of two part: Network fee: These are ...
What is an inactivity fee and why am I being charged?
As per the terms and conditions of the card, an inactivity fee is charged to your card if there is no transaction or activity for over 6 months during the lifetime of the card. This is to prevent the card from being dormant or unused for a certain ...
Why do I see duplicate transactions more than my original transaction?
Rest assured that this should not be a cause for alarm. There are a number of reason why you might see duplicate transactions on your account. One of the reason is that this transaction could be a pending authorization i.e. pre-authorization a ...
How can I use a prepaid card at merchant terminals?
You can simply swipe your card at the merchants terminal and process the transaction. Always keep your PIN number handy as some merchant may not accept card swipe/pay wave as a form of payment. Virtual cards cannot be used at a physical terminal. ...
Can I transfer the funds from my prepaid card to my personal or business bank accounts or into any credit card?
No, unfortunately you cannot transfer funds from your prepaid physical or virtual card into your personal or business account. This function is not available for any debt payments or credit products either. This is actually mentioned in the terms and ...
What happens if I would like to return something I purchased with a Prepaid card?
Each merchant has a different return and refund policy. Therefore at the merchants discretion they could credit your Prepaid card, provide you a cash refund, or a store credit. In any case, keep your Prepaid card on you when making a return. The ...
Why can’t I use my card at certain merchants if I have the exact balance required for the purchase on my card?
At restaurants, hotels, spa salons, and other merchants where it is customary to leave a tip, cards work with a tip tolerance function. Simply put, a "tip tolerance" is a security feature that ensures there are sufficient funds on the card for the ...
What are 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. This is a common practice among merchants in order to avoid fraud attempts from taking place. For example, ...
How come my card doesn't work on some websites when it works for others?
The general rule of thumb is that if the website/merchant accepts the use of a MasterCard or Visa, the card should, in theory, work. However, keep in mind that not all merchants accepts the use of a prepaid card. Some merchants are more lenient and ...
What does 'suspend card' mean?
If you notice unauthorized activity or are unsure of any transactions on your card and you want to safeguard your current balance, you can click on suspend card on your card's online portal. This will temporarily block your card from future ...
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 ...
Can I purchase a prepaid card for a family member under my account?
Unfortunately, at this time we do not offer individual prepaid cards. We do however provide corporate prepaid card programs for companies and corporations. Therefore in order to get a prepaid card for a family member you would need to speak with the ...
How can I load funds onto my card?
At this time, only the company that has ordered your prepaid card for you can reload it. Meaning that you will not be able to load the card by yourself. If you were entitled for more value loads than you have received, please reach out to the company ...
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 ...
Current vs Available balance
Current balance is the total amount of funds that you currently have on your account. This does not necessarily mean that all of it is available for you to spend. Some of the funds on your account may be from value loads that has yet to be ...
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 ...