Ordering a replacement Card

In most cases, when ordering a replacement True Link Visa® Card, you will see three options for how you can request your replacement. Expiring True Link Cards have their own replacement steps, which you can learn more about here.

• The card is lost, stolen, or compromised.
  • Once requested, the current card will be deactivated.
  • The new Card will have an updated 16-digit card number, expiration date, and CVV code.
  • The direct deposit information will be updated and will become visible on the Account tab one business day after the card is requested. 
• The card has been damaged
  •  We'll keep the current card active until the replacement card is activated.
  • The 16-digit card number will stay the same, but we'll issue an updated expiration date and CVV code.
  • The direct deposit information will stay the same.
• I need a spare card
  • We'll keep the current card active until the spare card is activated.
  • The spare card will have a new 16-digit card number, expiration date, and CVV.
  • Once activated, the direct deposit information will be updated and will become visible on the Account tab.

How to order a replacement Card

To order a replacement Card, please follow the steps below:

1. Open the Card Dashboard for the cardholder who needs a replacement Card. For steps on how to access the Card Dashboard, please review this article. 
    
2. Go to the “Account” tab and select “Order replacement.” 
   
   
    
3. Select the reason that you need a replacement Card.
   
   
4. 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.
    
5. Once this information is entered, select “Submit request” to order the replacement 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 "Spare Card," the replacement Card will be ordered in such a way that once it arrives, you can safely store it for when it's needed. Once activated, the previous card will be closed, and any remaining balance and card settings will be transferred to the replacement.