If you or the cardholder sees a transaction that the cardholder did not make, please take immediate action to investigate the matter and prevent any additional fraudulent activity.
In this article, you’ll learn what actions to take if you suspect a fraudulent charge and how to file a dispute if fraudulent activity is confirmed.
Investigate fraudulent activity
If you see a suspicious transaction (e.g., an uncharacteristic charge attempt for the cardholder, a charge that occurred in a different area from where the cardholder lives) or if the cardholder identifies a transaction they did not make, contact us immediately at 1-877-264-8783 so we can begin to investigate.
We also recommend temporarily deactivating the True Link Visa® Prepaid Card to prevent further fraudulent activity while the charge is being investigated. This can be done in one of three ways:
Option 1 - Online dashboard
Temporarily deactivate the Card through your administrator dashboard.
- Go to the “Account” tab for the cardholder with fraudulent activity on their Card
- Select “Temporarily deactivate.” This will prevent any further transactions from being made.
Option 2 - Automated phone system
Cardholders or administrators can call 1-800-299-7646 to temporarily deactivate the Card through True Link’s 24/7 automated phone system.
- Press 5 to report the True Link Visa Card lost or stolen.
- Enter the last 4 digits of the Card number.
- Enter the 4 digits of the year the cardholder was born.
- Enter the last 4 digits of the cardholder’s Social Security number.
- Press 1 to report the Card as lost or stolen. This will deactivate the card.
Option 3 - Customer Support
Our Customer Support team can temporarily deactivate the Card for you over the phone.
If you and/or Customer Support determine the charge was not fraudulent, Customer Support can help you reactivate the card. The cardholder can use the Card as soon as it is reactivated.
If you’ve confirmed that the charge was fraudulent, contact our Customer Support team. We will replace the compromised Card and open a dispute investigation.