General
Resolved tickets will be automatically closed in 7 days
Dear Cardholder, When you receive a response from our Cardholder Support Team that your ticket has been resolved, you will have 7 calendar days to respond to this ticket if you have any questions. If we do not receive a response back from you within ...
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 ...
I am expecting a reversal or a credit, when will this reflect on my card balance?
A reversal or a credit can reflect on your prepaid card statement usually within 5 to 7 business days from the date the transaction reversal was initiated. However this may take longer depending on the merchant. For information regarding a reversal ...
What is the difference between current and available balance?
The 'Available Balance' is the amount that is currently available for transactions. It can be less than the 'Current Balance' if there are pending or pre-authorized transactions that have not completed.
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 ...
Will I receive a monthly statement?
Monthly physical paper statements are not available However you can view your card statement online by logging into https://mycard.berkeleypayment.com/, you can print your card statement.
What is a foreign exchange fee and what are the conversion rates for processing transactions from an overseas merchant?
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. A foreign exchange fee of 2.5% for the converted amount will be ...
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 ...
Can I withdraw cash from my prepaid card and what is the limit for transactions and cash withdrawals?
You may need to refer to the cardholder terms and conditions for this information. If your prepaid card allows you to process ATM withdrawals you will be able to process Atm transactions. However, ATM fees will be charged as per the fees associated ...
Why do I see duplicate transactions more than my original transaction?
This transaction could be a pending authorization a merchant has processed from their end. It does not necessarily mean your account will be billed twice. Certain Merchants, such as internet companies, may authorise a charge when you place an order. ...
How can I use a prepaid card at merchant terminals?
You can simply swipe your card at the merchants terminal and process a transaction. For virtual cards, you may have to enter the card information manually into the merchants terminal to process a transaction.
Why did my transactions for my bill payment for my telecommunication bills from my prepaid card decline?
Please ensure the information you are entering matches the billing information on the card. Some transactions related to Bill payments or telecommunications bills can be declined due to tip tolerance. Please see above for details on tip tolerance.
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.
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 restaurants, hotels, spa salons or other merchants if I have the exact balance required for the purchase on my card? What is Tip Tolerance?
At restaurants, hotels, spa salons, and other merchants where it is customary to leave a tip, cards work with a tip tolerance function. A "tip tolerance" is a security feature that ensures there are sufficient funds on the card for the tip you mark ...
Why can I not see a pending authorization reversal or a transaction?
The pending charge will drop off on its own, usually after a week or so. If a pending charge that you expect to settle disappears, it'll likely show up again later once the merchant finalizes the transaction. Because it's a pending charge and not an ...
What are pending Authorizations and how long does it take for a reversal?
Pending Authorizations are a key part of any sale, giving merchants the ability to identify if funds are available . With missing or non-matching information while processing a transaction, if the issuer is not able to match the authorization the ...
Can my prepaid card be used in other countries?
Yes, this card will work at all terminals accepting Visa or Mastercards. However, restricted country zones or merchants that are restricted from transacting the may declient the transactions.
Why did my Prepaid Visa card get declined?
It is likely that your card was declined because the cost of your purchase was higher than your remaining balance. However, merchants cannot determine the balance on your card, therefore it is important that you inform them of your balance if it is ...
How come my card doesn't work on some websites when it works for others?
Websites that do not accept Visa or MasterCard may decline the use of our prepaid card. Also some international merchants are restricted due to their country codes for conducting transactions as per the currency denomination on this card.
Questions regarding third party laws or our privacy policy for cardholders and their information?
Please refer to the below links : https://berkeleypayment.com/terms-of-use/ https://berkeleypayment.com/privacy-policy/
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 in your mycard online portal. This will temporarily block your card from future ...
Can I change my pin or access code?
Unfortunately the PIN number and access code cannot be changed.
How often should I check my account?
You must track your account activity once every 30 days to ensure the transactions and the balance on your card is up to date.Log into https://mycard.berkeleypayment.com/ to check your card balance.
Are there limits to what I can load onto my prepaid card?
Yes, there are minimum and maximum limits that you can load onto your card, depending on the type of card being purchased. Please reach out to support@berkeleypayment.com to confirm the limit of the maximum value load for your card.
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 ...
How can I check my card balance?
Log into https://mycard.berkeleypayment.com/ to retrieve your prepaid card balance. From there you will be asked to enter Your: 16 digit card number Access code (4 digit activation code was provided to you in the instructions that came with the ...
How can I edit my profile?
Log into https://mycard.berkeleypayment.com/. Click on ‘Profile’ You have the option to edit this profile by clicking the pencil on the far right. Make sure you save the changes.
Where can I find my access code?
Your access code is provided to you on the sheet that your card comes attached to.
What if I forget my password?
Log into https://mycard.berkeleypayment.com/. Simply click on the “forgot my password” link and enter the same email address used when registering your card. Your new password will be emailed to you immediately.
USPS shipping delays due to Covid-19
Due to the COVID-19 pandemic, USPS has announced several service delays or outages that may affect the estimated day of delivery. In the last few weeks, there has seen a significant increase in shipping volumes, and USPS is working hard to respond in ...
My card has expired but I have not used all the funds.
We encourage all cardholders to spend their available funds before the card expiry date. As per the cardholder terms and conditions, there is an expiry date on promotional cards. Unfortunately, for promotional cards, this means that all funds are ...
Why was my card declined?
Transactions can be declined for various reasons. The most common are: 1. The transaction amount exceeds the card balance. Please ensure that the transaction amount is equal to or less than the available balance. ...
Why was my card declined?
Your card may have been declined because the purchase amount was greater than the available balance on your card. Some retailers will allow you to do a split transaction where they allow you to use two separate payment methods. Merchants are unable ...
What is a pre-authorization?
Certain merchants (often Hotels, Gas Stations) will pre-authorize your card for an amount (20% or more in addition to the purchase amount) prior to your purchase to check if the funds are available and/or to hold the funds for a future payment. Your ...
What if I don’t recognize a transaction on my card?
If you do not recognize a transaction when reviewing your account online, try to match up the transaction amount with your receipts. Sometimes merchant names will show up different than the actual name of the store. If you still believe that the ...
What is the difference between current and available balance?
The Available balance is the amount that is currently available for transactions. It can be less than the Current balance if the are pending or pre-authorized transactions that have not completed.
I need help with Declined Transactions.
First, please ensure you still have funds on your card by visiting the website printed on the back of your card. If you were expecting to receive funds but have not yet received them, please contact the company that issued you the card. Cardholder ...
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 ...
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