If you or the cardholder sees a transaction the cardholder didn't make, acting quickly helps protect the account. The sooner you contact us, the better.
In this article, you'll learn how to pause the True Link Visa® Prepaid Card while you look into a charge, what to do if the charge turns out to be legitimate, and what to do if it's fraudulent.
Before you begin
- Temporarily deactivating and reporting lost or stolen are different. A temporarily deactivated Card can be reactivated at any time. We're unable to reactivate a Card that has been reported lost or stolen, so a new Card will need to be ordered. If you're still looking into a charge, temporarily deactivate the Card instead.
- You'll need full access. Only full access administrators can temporarily deactivate or reactivate a Card from the Dashboard. If you have assistant or view-only access, please ask a full access administrator on your account, or contact our Customer Support team and we can deactivate the Card for you.
Step 1 – Temporarily deactivate the Card while you review
Temporarily deactivating the Card stops new purchases while you and the cardholder review the charge.
- Sign in to your Dashboard and go to the Account tab for the cardholder with the unfamiliar charge. If you're not sure how to find it, see How to Navigate to Your Cardholder's Account Tab.
- Select Temporarily deactivate and follow the prompt on the screen.
Once confirmed, the Card status shows "Temporarily inactive." For more detail, see How to Temporarily Deactivate a Card.
If you'd like help, our Customer Support team can temporarily deactivate the Card for you over the phone. A cardholder can also call 1-800-299-7646 and ask to speak with our team to have their Card temporarily deactivated.
Step 2 – Review the charge with the cardholder
Look over recent transactions on the cardholder's Dashboard and check with the cardholder about anything unfamiliar. Signs a charge may be fraudulent include a charge that's uncharacteristic for the cardholder or one made in a different area from where the cardholder lives.
If the charge turns out to be legitimate
Reactivate the Card from the Account tab of the cardholder's Dashboard by selecting Reactivate card. Reactivating the Card lets us know the transactions were authorized. The cardholder can use the Card again as soon as it's reactivated.
If the charge is fraudulent
If you see a transaction you don't recognize or believe is incorrect, contact our Customer Support team right away at 1-877-264-8783 or support@truelinkfinancial.com — we can help you review it and file a dispute.
Because the Card may be compromised, we will close it and order a replacement as part of the fraud dispute process. You can report the fraud and begin your dispute in the same call or email — our team will walk you through closing the Card and submitting the dispute together.
Merchants can often process a refund faster than the dispute process, so it may be worth contacting the merchant as well. You are not required to contact the merchant before filing a dispute with us.
If our investigation confirms the claim, we will credit the Card in accordance with the Cardholder Agreement. See the Cardholder Agreement for full details on how disputes and unauthorized transactions are handled.
Please be aware
- Reporting by phone. Pressing 5 in our automated phone system at 1-800-299-7646 reports the Card lost or stolen. Once a Card is reported lost or stolen, a new Card will need to be ordered, so only use this option when you're sure the Card needs to be replaced. Callers can press 2 to keep using the Card and return to the main menu instead.
- Temporary deactivation is done on the Dashboard or with our team. The automated phone system can't temporarily deactivate a Card.
- If our team deactivates the Card for you. We'll follow up by email. If you confirm the charges were legitimate, you can reactivate the Card from the Account tab. Reactivating the Card lets us know the transactions were authorized and no dispute is needed. If we don't hear from you within 3 business days, we'll report the Card lost or stolen, and a replacement Card will need to be ordered.
- Found the Card after reporting it? It stays closed and can't be used. Only the replacement Card will work.
What happens next
If the Card was closed, a replacement Card is on its way. Once it arrives, activate it so the remaining balance moves over and the cardholder can start using it.
From here, you may want to:
- Disputing Fraudulent Transactions or Service Errors
- Replace a Lost or Stolen Card
- Card and Account Security
If you have any questions about a charge you don't recognize, please don't hesitate to contact our Customer Support team.