General
Our Privacy Policy
Last Updated: January 1, 2022 For Canada and US Our Commitment At Cardholder Support, we are committed to protecting your privacy and confidential information while maintaining strong practices in the handling of all Personal Information. This ...
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 ...
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 ...
Why should I register my card?
This is only applicable to cardholders logging into payaccount.io By registering your card, you gain various benefits such as the ability to monitor your balance and review your transaction history. Additionally, you can update your personal ...
I see an End of Day Batch Process transaction on my account. What does this mean?
The End of Day Batch Process is the foreign exchange fee occurred when the card is used outside of Canada. Depending on how many times the card was used within a day, you may see several of these transactions pop up on your transaction history. ...
Do you need my SSN?
We would like to strongly emphasize that we will never ask for your Social Security Number/Social Insurance Number. When an agent asks you for this number, please provide them with your access code instead. This is the 4 digit code that is written on ...
Can I update/modify my card details?
This depends on what you're trying to update/modify. If it's the registered address or email, then yes it is possible. However, name modification would not be possible. Especially for generic gift cards. Generic gift cards are cards that have the ...
Do you have a support line that I can reach out to?
Yes we do. The contact details for our support line, both the email and phone number, should be written on the back of your card. If not, please feel free to send us an email at help@mycardholdersupport.com and we'll help you accordingly. Note that ...
Can I have a detailed transaction history provided to me?
Yes this is possible but bear in mind that your request is subject to review. Please feel free submit a ticket with us by scrolling all the way down and clicking on the "Submit a ticket" button. We'll get back to you as soon as we can. The cardholder ...
What is tip tolerance?
Tip tolerance allows cardholders to use gift cards for transactions that include tips, such as restaurant meals, or for transactions where the cardholder may want to leave a small amount in addition to the purchase price. This happens when ...
Do I have to include my card in my T4A?
This depends highly on the reason why you were awarded a card in the first place. For more information, we'd suggest that you refer to the Canadian Financial Consumer agency's standing on these cards by clicking on this article. We also recommend ...
How to create a ticket?
Creating a ticket is simple. You should be able to see a button next to the search bar that says "Add 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 number of ...
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 10-13 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 ...
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. ...
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. You ...
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 ...
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?
Currently, only the company that ordered the prepaid card for you has the authority to reload it. As an individual, you won't have the ability to load the card on your own. If you believe you are eligible for additional value loads that you haven't ...
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 to ...
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 ...