Important Things to Know About Replacement Cards
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New Card Number: For security, replacement cards will have a new card number. If there are any automatic payments set up (e.g., phone, cable, utility bills), you’ll need to update these services with the new card information.
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Direct Deposit Updates: When a replacement card is ordered, the new Card will have a new account number associated with it. If you fund the card via direct deposit, you’ll need to update the account information with the payor for funds to post successfully. Updated direct deposit details can be found in the "Account" tab of the new card’s dashboard once the replacement card order is processed.
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Settings and Alerts: All current spending settings and alert preferences will transfer automatically to the replacement card.
You can order a replacement True Link Visa® Prepaid Card directly from your online dashboard.
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Through your dashboard, go to the “Account” tab for the cardholder who needs a replacement card.
Select “Order replacement.” -
Select the reason why you are requesting a replacement.
- The card is lost, stolen, or compromised
- The card is damaged
- I never received my card in the mail
Select the shipping address for the new Card and the desired shipping method. You may also be prompted to confirm the cardholder's country of citizenship. Once this information is entered, select “Submit request” to order the replacement Card.
Steps to replace a lost, stolen, or compromised card
What happens to the old Card when a replacement Card is ordered?
- If you select "The card is lost, stolen, or compromised," as soon as you click the “Submit request” button, the old Card will be closed. Once the new Card arrives and is activated, any funds remaining on the lost Card will be transferred to the new Card, and the cardholder will be able to make purchases.
- If you select "The card is damaged," the replacement Card will be ordered in such a way that the current Card will remain open while the replacement Card is in transit. Once the new Card is activated, any funds remaining on the old Card will be transferred to the new Card, and the old Card will be closed.
- If you select "I never received my card in the mail," the replacement Card will be ordered in such a way that you will be able to activate whichever card arrives first.