We're sorry to hear that a cardholder's True Link Visa® Prepaid Card has been lost or stolen. Ordering a replacement right away closes the old Card so it can't be used for new purchases, and gets a new Card on its way to the cardholder.
In this article, you'll learn how to close a lost or stolen Card and order a replacement, what happens to the old Card and its balance, and what to do once the new Card arrives.
Before you begin
- Reported Cards can't be reactivated. Once a Card is reported lost or stolen, you'll need to order a new Card. We're unable to reactivate a Card that has been reported lost or stolen, even if it's found later.
- Not sure the Card is really lost? If the cardholder thinks the Card might turn up, you can temporarily deactivate the Card instead. No one can use a temporarily deactivated Card, and it can be reactivated at any time once it's found.
- You'll need full access. Only full access administrators can order a replacement Card. If you have assistant or view-only access, please ask a full access administrator on your account to complete these steps.
Order a replacement through your Dashboard
- Sign in to your Dashboard and go to the Account tab for the cardholder whose Card is lost or stolen. If you're not sure how to find the Account tab, see How to Navigate to Your Cardholder's Account Tab.
- Select Order replacement.
- A window will appear asking why you're requesting a new Card. Select The card is lost, stolen, or compromised.
- Select the shipping address for the new Card.
- Select a shipping method. Standard shipping by USPS is free. Expedited shipping by FedEx costs $30.00. If you choose expedited shipping, you'll be asked whether to pay the fee from the Card balance or from a connected bank account. You may also be asked to confirm the cardholder's country of citizenship.
- Select Submit.
Your order is placed! You'll see a confirmation screen showing where the Card will be sent, the shipping speed you chose, and the estimated delivery date.
If you see transactions you don't recognize
If you see a transaction you don't recognize or believe is incorrect, contact our Customer Support team right away — we can help you review it and file a dispute. You can find more detail in Disputing Fraudulent Transactions or Service Errors.
What happens next
Once the new Card arrives, activate it so the balance moves over and the cardholder can start using it. The PIN doesn't carry over from the old Card, so you'll need to set a new one after activation.
Does the cardholder often misplace their Card? You can order a spare Card to keep on hand as a backup. See Ordering a replacement Card for how spare Cards work.
From here, you may want to:
If you have any questions about replacing a lost or stolen Card, please don't hesitate to contact our Customer Support team.