How do I use the card?

  • Review the Cardholder Agreement that came with the card.
  • Sign the signature panel on the back of the card. Record the card number and the Customer Service number on the back of the card. You will need this information if the card is lost or stolen.
  • The card is valid everywhere Visa debit cards are accepted. Terms and conditions apply.
  • At the point of sale, present the card and select Visa as the form of payment.
  • If given an option, select Credit, not Debit. The card works just like a credit card, with the transaction value deducted as purchases are made.
  • If your purchase is less than the current value of the card, you may use the card again until the remaining value is depleted.
  • If your purchase is more than the current value of the card, please see “What if my purchase exceeds the card’s value?”

Is the card a credit card?
No. It is a prepaid card containing a specific value. You may only spend the value available on the card.

Will I receive a monthly statement as with a credit card?
No. For your convenience, a transaction summary may be viewed on this website.

Where can I find a summary of my transactions?
For your convenience, a transaction summary is available on this website, or you may obtain information on your last five transactions by calling the automated service at 1-877-610-1075.

Are there fees associated with my card?
Yes. Fees may apply. Please refer to the Cardholder Agreement that accompanied the card. Fee details are also available on this website.

Is the card website secure?
Yes. Information submitted through the card website is protected by Secure Socket Layer (SSL) technology, which encrypts or scrambles information submitted online.

What if my purchase exceeds the card’s value?
If the merchant allows multiple forms of payment, use your personal form of payment first (cash, check, credit card) and the card last. Do not process the card for more than its available value.

Why should I know the value before I use the card?
Knowing the value enables you to avoid having your transaction declined by ensuring you have enough available value to cover your transaction.

How do I check the card value?
Simply enter the card number in the fields provided on this website, or call the Customer Service number located on the back of the card.

If I do not agree with the card value online, how do I reconcile? Please contact Customer Service at the number found on the back of the card.

When buying online or if the merchant asks for my CID (Card Identification Code), where can I find this code?
The three-digit CID number is located on the back of the card.

Can merchants advise me of the card value?
The remaining card value may be shown on your receipt after using the card at some merchants. However, point of sale technology determines this functionality and is ultimately controlled by the merchants.

Does the card ever expire?
Yes. Your card will expire when the “valid thru” date on the front of the card passes.

Do the card funds ever expire?
No. Funds are available upon request after the card expiration date. To obtain funds, call Customer Service at 1-877-610-1075. Outside the U.S., please call toll number 1-801-214-8892.

If I use the card to make a purchase and want to return or cancel my purchase, will the value return to the card?
In most cases the value will return to the card. However, returns and cancellations are ultimately decided by the merchant from where the purchase was made, and the card valid thru date must not have passed.

What should I do if the card is lost or stolen?
Report the loss immediately by calling Customer Service at 1-877-610-1075, or 1-801-214-8892 outside the U.S. You must have the card number available for the Customer Service representative. A new card will be sent to you with the remaining value at the time you call Customer Service. The replacement card must be requested 15 days prior to the valid thru date. The first replacement is free, although there is a fee for each additional replacement. Replacement cards typically arrive with seven to 10 business days via first-class mail.

What should I do if I encounter a problem at the point of sale?
Ask the merchant to call Customer Service at the number on the back of the card for assistance.

Do I need to activate the card prior to using it?
If the card has ATM access and is personalized with the cardholder’s name, you will need to activate the card. Activation is available on this website or by calling Customer Service.

Can I get text messaging?
Yes. You may opt in when you activate your card (U.S. only). You may also change your preferences by visiting this card website. Charges from your phone carrier may apply.

Can I get e-mail notifications?
Yes. You may opt in when you activate your card to receive e-mail notifications.

What type of information can I receive via texts and e-mail?
Available balance and transaction alerts, including purchases, and loads (for reloadable cards only).

What can I do if I find a discrepancy in the card value resulting from a merchant?
You may contact Customer Service to file a dispute if your name is on the front of the card and the disputed transaction is no more than 90 days old. Customer Service will send you a dispute form to complete and return to Visa within 90 days of the disputed transaction date. Please allow 45-50 days for resolution for domestic disputes and 90 days for international disputes. Note: Visa will file a dispute on your behalf, but does not guarantee an outcome.

What if an international merchant refuses to process my prepaid Visa card due to lack of a chip or PIN?
All merchants that accept Visa cards around the world are required to process your payment. You should insist that the merchant process your card and follow the prompts on the terminal. If the merchant does not accept your card, report the merchant to Visa.

You can also contact Visa Global Customer Assistance Services by dialing one of the country-specific toll-free numbers. Please dial one of the country-specific toll-free numbers that corresponds to the country you are in. Visa can assist you 24 hours a day, 7 days a week, including holidays.

Please note: most international processing issues occur when you are prompted to process the card yourself, and an attendant is not there to assist you in making the purchase.

What is a reloadable card?
A reloadable card can have value added to it at the discretion of your sponsoring company throughout the life of the card. Card value is not indicated on the front of the card, since it may fluctuate. However, you may access the card value via this website or by calling the Customer Service number located on the back of the card.

How do I use the card for hotels and car rentals?
Companies associated with travel services may automatically factor in an additional 20% to cover incidental charges that you may incur. You should ensure that your card has an available balance 20% greater than your total bill. We recommend you always use a personal credit card when making hotel or car rental reservations, and then present the card when paying the bill at the completion of your hotel stay or car rental.

How can I use the card at restaurants and dining establishments?
Before presenting the card for payment, make sure the available value will cover the bill plus an additional 20%. Otherwise, ask the merchant to process the card for a lesser amount, and use an additional form of payment (cash, check, credit card) for the balance.

How do I use the card at gas stations and fuel suppliers?
You must go inside and tell the attendant the exact amount to be applied to the card. Do not use the card at the pump. If given the option, choose Credit instead of Debit.

Can I use the card for online purchases?
Yes. You may use the card at online merchants that welcome Visa debit cards. Be sure to select Visa as the form of payment, and choose Credit instead of Debit if given the option. Prior to shopping online, know the card value to ensure you have sufficient funds to cover the purchase. If your online purchase exceeds the card’s value, contact the merchant’s customer service department and ask if they accept additional forms of payment. If you experience any difficulty when ordering online, contact the merchant’s customer service number. If the online merchant is unable to assist you, contact the Customer Service number on the back of the card.

What should I do if I am not satisfied with my online purchase?
You should contact the customer service department of the online merchant directly.

What do I do if I have a question about the amount of funds the sponsoring company added to my prepaid card?
Please contact the company that sent you the card.

Merchants are subject to change.
Prepaid card issued in connection with a loyalty, award, promotion, or rebate program.

Discover® gift card and prepaid card is issued by MetaBank®, N.A., Member FDIC and is subject to the Cardholder Terms and Conditions. Discover and the Discover Acceptance Mark are service marks used by MetaBank under license from Discover Financial Services.

In Canada, Prepaid Mastercard® is issued by Peoples Trust Company under license from Mastercard International Incorporated. In the U.S., Prepaid Mastercard is issued by MetaBank, N.A., Member FDIC, pursuant to license by Mastercard International Incorporated. Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated.

In Canada, Visa prepaid card is issued by Peoples Trust Company pursuant to a license by Visa, Int. VISA® is a registered trademark owned by Visa International Services Association. In the U.S. Visa prepaid card is issued by MetaBank, N.A., Member FDIC, pursuant to a license from Visa U.S.A. Inc.

The information translated into French and Spanish is for your convenience only. The translation may not accurately represent the meaning of terms, conditions and representations presented in the English language. The English language controls the meaning of the information provided herein.

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