Card and Account Security

Keeping your account secure

Keeping the True Link Visa® Prepaid Card and account secure helps protect against identity theft, fraudulent transactions, and other security risks. As a Card administrator, there are several steps you can take to secure the account, and we encourage you and your cardholder to talk about account security together.

In this article, you'll learn what to do if you think an account has been compromised, the steps you can take to keep the account secure, and the security tips worth sharing with your cardholder.

If you suspect fraud, or a Card is lost or stolen

If you've noticed a transaction you don't recognize, a Card has been misplaced, or you think someone may have a cardholder's Card information, please act as soon as you can. The sooner an account is secured, the better we can protect it — and you are not responsible for transactions you report as unauthorized.

1. Deactivate the Card from the Account tab of the Card's Dashboard to stop new purchases while you review this with the cardholder. You can reactivate it later if the Card turns out to be safe.
2. Review recent transactions on the cardholder's Dashboard and note anything unfamiliar.
3. Contact our Customer Support team either by calling 1-877-264-8783 or via email at support@truelinkfinancial.com to report fraud or a lost or stolen Card, and to order a replacement if you need one. For details on how to order a replacement card, see Ordering a replacement Card.

Please report any transaction you did not authorize as soon as possible so we can investigate.

Steps to keep your account secure

• Never mail an active True Link Visa Card. We recommend waiting to activate a Card until it arrives at its destination. If you must activate it before sending it to a cardholder, temporarily deactivate the Card while it's in transit.
• Use Spending Settings to allow only trusted merchants. Spending Settings let you block categories of merchants as well as individual merchants. Keep in mind that these settings control purchases at the merchant level, not on individual items. We also recommend leaving the True Link Scamwatch list blocked under your top-line protections.
• Consider blocking transaction types you don't expect. If you don't expect the cardholder to make certain kinds of transactions, you can use Spending Settings to block those transaction types for extra security.
• Use a secure internet connection. When you log in to your administrator dashboard, use a secure computer and a secure internet connection. Avoid public computers or public Wi-Fi whenever possible.
• Use a strong, unique password. Choose a password you don't use on any other website, and never share it with anyone who shouldn't have access to the account. A password manager, such as Google Password Manager or 1Password, can help you store it securely.
• Turn on two-step verification. Two-step verification adds an extra layer of security by requiring a one-time code in addition to your password. The code is sent by text message to the mobile number listed on your account, so you'll need a mobile number that can receive texts — a landline won't be able to receive the code. For step-by-step instructions, see Setting up two-step verification.
• Review transactions regularly. Watch for anything uncharacteristic for the cardholder, such as transactions in a different area from where they live. To make this easier across the Cards you manage, you can set up Alerts to be notified automatically. Report anything potentially fraudulent right away (see the section above).

Tips to share with your cardholder

Account security works best when you and your cardholder are on the same page. Here are tips worth sharing with the person who carries the Card:

• Don't give or lend the Card to anyone. If someone else uses the Card, that person may make purchases the account is responsible for. Even if the Card is returned with no purchases made, the borrower could have recorded the Card information to make unauthorized transactions later.
• Keep the PIN secure. The PIN is the personal identification number for the True Link Visa Card. If possible, it shouldn't be written down — and never on the Card itself. If it is written down, it should be kept somewhere separate from the Card. When entering the PIN at a merchant or ATM, your cardholder should make sure others can't see what they're entering.
• Watch out for ATM skimming devices. ATM skimming is an illegal practice of gathering account data from a Card that is swiped. It can be hard to spot, so your cardholder should be careful at public ATMs (for example, at a restaurant or outside a gas station), watch for loose wires, tape, or anything out of place on the machine, and always cover the keypad when entering the PIN.
• Never share the full Card number or CVV. The full Card number and the 3-digit CVV on the back of the Card should only be given to a merchant for a purchase. True Link will never ask for this information.
• Use a secure internet connection. Your cardholder should use a secure computer and internet connection when logging in to their dashboard, and avoid public computers or public Wi-Fi whenever possible.
• Shop only at trusted merchants. This is especially important for online purchases. If your cardholder hasn't shopped with a merchant before, they can look the merchant up first, or check with you.
• Review transactions regularly. Your cardholder can review their transactions on the cardholder dashboard or through the automated phone system at 1-800-299-7646. If they notice a purchase they didn't make, they should let you know right away so you can review it and report it to our Customer Support team.

If you have any questions about account security, or you've identified a transaction you don't recognize, please don't hesitate to contact our Customer Support team.