Using the Card (employers)

FAqs For Employers

Using the Card

Where can recipients use their card?

Virtual cards and physical plastic cards can both be used online, over the phone and for mail-in payments. They can even add them to their favorite retailer, service or fast food mobile apps as a payment method. Physical cards can be used in stores and restaurants, similar to the way they would use their plastic debit or credit card. Some stores may be willing to type in their virtual card information, but allowing a card to be typed in is up to the store’s policy, so we can’t guarantee it.

Can one travel with their card?

The card has a Visa or Mastercard logo on it which means recipients can use it where Visa or 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 and U.S. territories.

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.

How can you look at your cards?

They can see card details at any time by clicking the original email link that was sent to them. Or, if they created a username and password for their Account, log in and click on the card they’d like to look at. 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 confirm/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.

How can the card be used online?

Virtual cards and physical plastic cards can both be used online. User will need their 16 digit card number, the expiration date and the security code. Most web merchants run address verification during checkout, to make sure that the address of the card and the address given to the merchant are a match. One needs to make sure their card address is up to date.

If they move or need to make an address change for any reason, they can edit the card address at any time. They need to log into their Account, go to the Menu and click Profile. Here, they can edit their Account address, which means that the next card they add to their Account will use this address. They can also update the address of an individual card by clicking on a card in their Account or clicking on the original email that was sent to them. Then, select the Edit option, which is next to the address.

Can money be added to the card?

This card can’t be loaded with your 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, one needs to just 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. Click “get PIN” to pull their PIN.

How can you 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 user 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, your own 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 card recipients check their balance?

They can check their balance, card details, mail dates, PINs, spend history and more online at any time. They need to Log into their Account and click on a card or click on the original email that was sent to them.

If they have a plastic card, they need to turn it over and check the back for a reminder of the website and phone number where they can call the provider with other questions.

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 closed to block it from fraudulent purchases. They’ll send the recipient a new card for the remaining balance minus a card reissue fee.

Does the card expire?

Yes, the prepaid card expires. The expiration date can be found on the front of the card or by logging into the website and viewing card information. The card can be used until the last day of the month it expires, up until midnight Eastern Standard Time. If the card expires with a balance on it, one can check the cardholder agreement for details.

A user 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.

How can you learn more about virtual and physical plastic cards?

When looking at card options, they can click on the FAQ button to read Frequently Asked Questions and learn more about how virtual cards and physical plastic cards work and how to spend them. They can also click on a card in their Account or on the original email that was sent to them to read the FAQs and Terms for that card.

What does ‘Save for Later’ mean?

When choosing their card, they may see an option that allows them to save their Prepaid Digital Token for later. This option saves their token so they can combine the value of that token with other tokens at a later date to get one card for a larger value. They can view or combine their Saved Tokens by logging in and clicking on ‘Saved Tokens’. They need to make sure to notice the expiration date of the Prepaid Digital Token, because expiration still applies to saved tokens.

What should you do if you haven’t received your physical plastic card?

We'll send them an email when their card ships to let them know it's on the way. They should get this email within just a few business days of making their choice. Then, they need to allow standard mailing timeframes for their card to arrive. In the event that they've waited and still haven't gotten their card, they need to send us an email Contact Us or call us at +1 (888) 243-3034.

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 program 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 program.

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 authorization 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 authorization 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 amount.

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 to send funds digitally to numerous merchants or other people. However, the card can be used with most merchant-specific apps or services that allow to load a balance to be spent at that specific merchant.