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Using the Card
Where can recipients use their card?
Prepaid cards can be used online, over the phone and for mail-in payments. Recipients can even add them to their favourite retailer, service, or fast food mobile apps as a payment method. Some stores may be willing to enter their virtual card information, but whether a card can be entered is up to the store’s policy, so we can’t guarantee it.
Can one travel with their card?
The card is a prepaid Mastercard, which means recipients can use it anywhere Mastercard is accepted. The front of the card will tell them if the card can only be used in a certain country. For example, it may say that the card can only be used in the United States.
If the front of the card doesn’t show any restrictions, it will work when they travel to a different country. However, if they use it at a store that needs to convert the transaction to a different currency, a 2% conversion fee will apply, just like when you travel with a personal credit card.
Where can recipients view their cards?
They can view their card details at any time by clicking the link in the original email that was sent to them. Or, if they created a username and password for their Account, by logging in and clicking on the card they’d like to view. They’ll be able to see card details, mail dates, balances, PINs, spend history and more.
Do recipients need to activate their card?
No. The card is active and ready for them to spend. They still need to go through the confirmation / verification process.
Can the card be used to buy fuel?
The card cannot be used to pay at the pump. To purchase fuel one must pay for their purchase inside with the cashier.
Can money be added to the card?
Prepaid cards can’t be loaded with the recipient's own money.
Is PIN Number needed to use the card?
Stores can run the card as a credit or a debit transaction, and some stores may let the user choose. For quick and easy checkout, it's best to pick ''credit''.
If they’d like to make a debit purchase instead, they can click on a card in their Account or click on the original email that was sent to them - then click “get PIN” to pull their PIN.
Can recipients make a purchase that totals more than the amount on the card?
To use the card on a purchase that totals more than the amount on the card, the recipient needs to advise the cashier that they want to split the transaction and the current balance on the card. Then, use a different form of payment (cash, check, personal card, etc.) for the difference. Most stores will let customers split a transaction, but it depends on their policy.
If an online merchant’s website doesn’t let the user to split the transaction, they can try calling the website’s customer service number. They may split the transaction for them over the phone.
How can recipients check their card balance?
They can check their balance, card details, mail dates, PINs, spend history and more online at any time. They need to Log In to their Account and click on a card or click on the original email that was sent to them.
What should be done if a card is lost or stolen?
The card recipient needs to call Cardholder Services right away at
1-866-230-3809
. Their card will be blocked to prevent fraudulent purchases. They’ll send the recipient a new card for the remaining balance minus a card reissue fee.
A recipient returned something that they purchased with the card. When will the credit show?
Even after the card is spent, recipients need to keep it until they know they won’t be returning anything they purchased. If they need to return something, the store may need them to swipe the card used to make the original purchase. Once the store does the return at the register, allow 7-10 days for the credit to show on the card balance.
What does ''Save for Later'' mean?
When choosing their card, recipients may see the option to save their Prepaid Digital Token for later. This option saves their token so they can combine its value with other tokens at a later date.
They can view or combine their Saved Tokens by logging in and clicking on ''Saved Tokens''. They need to note the expiration date of the Prepaid Digital Token, as expiration still applies to saved tokens.
What is a digital token?
A digital token is a 14-digit alpha-numeric code. A token is given to the recipient as a reward or payment for an approved programme and will usually be embedded in an email link. When they click the link or enter a valid token, they can choose from various products approved for the programme.
Can the card ever have a negative balance?
If a purchase totals more than the amount on the card and the merchant processes the card correctly by sending us an authorisation request, the transaction won’t work and the card will decline. However, there can be times when a merchant processes the card without sending us an authorisation request. A restaurant tip can also overdraft a card, so one needs to be mindful of their balance at restaurants when leaving a tip.
If the card overdrafts, the recipient will need to send a payment to Cardholder Services to cover the negative balance.
Payments should be sent to:
Cardholder Services PO Box 5109
Buffalo Grove, IL 60089
Can the card be used with funds transfer apps or services, such as Venmo, PayPal and Zelle?
No, the card is not compatible with apps or services that allow sending funds digitally to merchants or other people. However, the card can be used with most merchant-specific apps or services that allow recipients to load a balance for use at that specific merchant.
