The Family & Friends Visa Prepaid Card is not a credit card. It is a prepaid, stored value payment card. Once funds are deposited on your card, you can make purchases, in-store or online, for goods and services at millions of locations worldwide where Visa® is accepted (Please note that some internet merchants use fraud protection software that may decline a prepaid card for an online or phone purchase transaction).
Your Family & Friends Visa Prepaid Card can be used anywhere that the Visa® acceptance mark is displayed (some exceptions may apply). Please check with the merchant before attempting to make a purchase as some merchants do not accept prepaid cards). If a card is used for a foreign currency transaction, a fee will be charged to convert the transaction into the card’s currency. Please refer to your 'Cardholder Agreement', under the Fees section, for further information.
Lost or stolen cards should be reported immediately by calling TruCash Customer Service at 1-800-624-6171 (Monday - Friday 9am-5pm EST; automated IVR service available 24/7) or via email at email@example.com. Lost or stolen Prepaid Cards can also be immediately locked via the TruCash Wallet (Note: the TruCash Wallet is not currently available for all programs). Your card can be replaced if lost, stolen or damaged, provided it has been previously registered. Any available balance will be transferred to the replacement card (less a replacement card fee). See Cardholder Agreement for details.
For activation/registration information, please refer to the instructions on the front of the carrier that came with your card. Card registration/activation varies based on the program. Some cards are pre-registered and others require action on the part of the cardholder. In order to use your TruCash Prepaid Card at an ATM, you must request a PIN.
Yes. Family & Friends Visa Prepaid Card expires on the last day of the month and year indicated on the front of the card. Certain cards have customized expiry dates based on the specific programs (See Cardholder Agreement)
To make a split payment with your Family & Friends Visa Prepaid Card, you should let the merchant know in advance that you would like to split the payment and advise the merchant of the amount you would like applied against your card (Note: some merchants may not allow split payments). You should be aware of the balance available on the card in advance of making a payment.
For merchandise returns, you will need to deal directly with the merchant; each merchant has its own return policy. Keep the card and purchase receipts, even after the balance is depleted, as you may be asked to present them in order to process the return. When the merchant’s policy is to credit the card used for purchases (rather than provide cash or a store credit), the available balance on the card will be increased by the amount of the refund (typically within 3 days).
No, most Family & Friends Visa Prepaid Cards cannot be used to make recurring payments.
There are several ways to check your balance:
Every prepaid card has a different Card Holder Agreement, depending on the program that the card is affiliated with. Terms and Conditions are listed on the back of the carrier that your card was attached to when you received it. If you do not have a copy of that document, please log in to https://friendsandfamilyrewards.trucash.com and click on the Cardholder Agreement link.
Not every card has ATM access. Please refer to the carrier your card came with, check Cardholder Agreement after logging into your Prepaid account, or call TruCash Customer Service. Please keep in mind that there are fees associated to ATM withdrawals and you need a PIN to access your funds via ATM. If you have any further questions please contact TruCash Customer Service.
Please refer to the Cardholder Agreement on the back of the carrier that your card came with or log in to your Prepaid account and click on the Cardholder Agreement link. For any other questions or further inquiries, please contact TruCash Customer Service.
You will need a PIN if you have an EMV chip card. Otherwise, you will only need a PIN to withdraw funds from an ATM or to make card-to-card transfers.
Log in to your Prepaid account and click on the PIN Request option. Your first PIN request is free. If you would like to choose/change your PIN, click on the Select/Change Your PIN option and enter your preferred PIN #. You do not need to know your existing PIN.
No. If you have forgotten your PIN, log in to your Prepaid account and click on the PIN Request option. If you would like to change your PIN, click on the Select/Change your PIN option.
You can update your profile by logging in to your Prepaid account and clicking on the Edit Profile option. If you have any questions or issues updating your profile, please contact TruCash Customer Service.
This is not a credit card. Any personal information and/or Federal ID that is collected by TruCash is for the sole purpose of complying with banking regulations. For any other questions or further inquiries, please contact TruCash Customer Service.
To see your transaction history, log in to your Prepaid account and click on the All Transactions menu option. You can see all transactions on this page, including ATM transactions.
It is your responsibility to review your transactions to ensure they are correct. Any errors must be reported to TruCash no later than sixty (60) calendar days after we posted the transaction(s) to the Card Account or the transaction will be considered valid and you will not be able to make a claim afterwards.
There are some fees that cover the cost of providing certain services. To view a list of applicable fees, visit https://friendsandfamilyrewards.trucash.com, log in to your account and click on Cardholder Agreement.
There are certain limits in place to protect the cardholder, such as an ATM Daily Withdrawal or Card Balance limit. For details on these and other card limits, visit https://friendsandfamilyrewards.trucash.com, log in to your account and click on Cardholder Agreement.
Tolerance is a temporary charge added to your prepaid card when it is used at restaurants, bars, and salons (places that typically have added gratuities for the service received). The tolerance amount could account for up to an additional 20% of your bill. Once the transaction has settled, the tolerance amount is no longer held.
When using your card at certain locations, such as restaurants, hotels, or other venues that often include a tip or surcharge, merchants may add in a tolerance amount – a preauthorization of up to 20% or more - so please ensure you have sufficient funds on the card. Example: If your total bill at a restaurant is $50, the card may be preauthorized for $50 + 20%. Although you will only be charged for the actual total that is signed for, you will need an available balance of at least $60 on the card for the transaction to be approved. If your total, after adding in the tolerance amount, exceeds the balance on the card, the transaction will be declined.
When purchasing gas, most gas stations will not allow Prepaid Cards to be used at the pump; payments must be made in-store with the cashier. For any other question or further inquiries, please contact TruCash Customer Service.