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FAQs

  • TRUCASH PREPAID CARD

  • What is the TruCash Prepaid Card?

    The TruCash 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).

  • Where can I use my TruCash Prepaid Card?

    Your TruCash 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 'Terms & Conditions', under the Fees section, for further information.

  • What if my TruCash Prepaid Card is lost or stolen?

    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 service@trucash.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).

  • Do I need to activate/register my TruCash Prepaid Card?

    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.

  • Do TruCash Prepaid Cards have an expiry date?

    Yes. TruCash Prepaid Card expires on the last day of the month and year indicated on the front of the card. (See Terms & Conditions)

  • Do I need to sign the receipt when purchasing with a TruCash Prepaid Card?

    Unless you have a card with an EMV chip, you will need to sign the receipt to allow the merchant to compare the signature to the one on the back of the card before processing the payment.

  • Can I make a split payment with my TruCash Prepaid Card?

    To make a split payment with your TruCash 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.

  • Can I return merchandise purchased using a TruCash Prepaid Card?

    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).

  • Can recurring payments be made with a TruCash Prepaid Card?

    No, most TruCash Prepaid Cards cannot be used to make recurring payments.

  • How do I check the available balance on my TruCash Prepaid Card?

    There are several ways to check your balance:

    • Simply log into your Prepaid account. Your cash balance is shown at the top of the page.
    • Call TruCash Customer Service at 1-800-624-6171 (Mon-Fri: 9AM-5PM EST) to obtain your card balance.
    • Call the Automated IVR System (available 24-7) at 1-800-624-6171 (Canada/USA) or 1‐905‐212‐9100 (outside Canada/USA) – a fee may apply.

  • TERMS AND CONDITIONS

  • Terms and Conditions

    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, Simply log in to your Prepaid account and click on the Terms and Conditions link.

  • ATM ACCESS (Automated Teller Machine)

  • Does my card have ATM access?

    Not every card has ATM access. Please refer to the carrier your card came with, check Terms & Conditions 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 at 1-800-624-6171 (Mon-Fri: 9AM-5PM EST).

  • What are the ATM fees associated to my card?

    Please refer to the Terms and Conditions on the back of the carrier that your card came with or log in to your Prepaid account and click on the Terms & Conditions link. For any other questions or further inquiries, please contact TruCash Customer Service at 1-800-624-6171 (Mon-Fri: 9AM-5PM EST).

  • PIN (Personal Identification Number)

  • Do I need a PIN?

    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.

  • How do I request a PIN?

    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. A fee may be charged for any PIN Request or PIN Change.

  • Does TruCash know my PIN?

    No. If you have forgotten your PIN, log in to your Prepaid account and click on the PIN Request option. A fee will apply for any Change PIN requests. If you would like to change your PIN, click on the Select/Change your PIN option.

  • Why did I get the following message: "You have exceeded the number of PIN requests you can do today."

    Each computer (IP address) is allowed one Request PIN and one Change PIN per day for your card. For any other questions or further inquiries, please contact TruCash Customer Service at 1-800-624-6171 (Mon-Fri: 9AM-5PM EST).

  • ACCOUNT PROFILE

  • How can I change/update my profile?

    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 at 1-800-624-6171 (Mon-Fri: 9AM-5PM EST).

  • Why do you require additional information about me?

    In order to meet bank compliance regulations, TruCash is required to gather certain cardholder information. TruCash maintains all personal data and will not disclose it to any commercial third party. For additional details, please refer to our Privacy Policy.

  • Will a credit check be done on me?

    No. 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 at 1-800-624-6171 (Mon-Fri: 9AM-5PM EST).

  • TRANSACTION HISTORY

  • How can I see the transaction history of my TruCash Prepaid Card?

    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.

  • Why should I check my transaction history?

    It is your responsibility to review your transactions to ensure they are correct. Any errors must be reported to TruCash within 30 days of the transaction date or the transaction will be considered valid and you will not be able to make a claim afterwards.

  • FEES AND LIMITS

  • What fees are associated with my TruCash Prepaid Card?

    There are no fees for making purchases with the TruCash Prepaid Card. However, there are fees that cover the cost of providing certain services. To view a list of applicable fees, log in to your Prepaid account and click on Terms & Conditions - Fees & Limits.

  • What limits are associated with my TruCash Prepaid Card?

    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, log in to your Prepaid account and click on Fees & Limits.

  • Tolerance

  • What is tolerance?

    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.

  • Where is tolerance included?

    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.

  • Can I use my TruCash Prepaid Card to purchase gas?

    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 at 1-800-624-6171 (Mon-Fri: 9AM-5PM EST).


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