Pause or Close a Card

If a cardholder no longer needs their True Link Visa® Prepaid Card, you can pause or close the Card from your online Dashboard at any time. Pausing a Card is temporary: the monthly fee will not be charged while a Card is paused, and depending on how long you choose to pause it, the Card either unpauses automatically or stays paused until a full access administrator unpauses it. Closing a Card is permanent: once it's closed, it cannot be reopened.

In this article, you'll learn how to pause, unpause, or close a Card, how we can return the remaining balance to you, and what happens after the Card is closed.

Before you begin

• You'll need full access. Only full access administrators can pause or close a Card. If you have assistant or view-only access, please ask a full access administrator on your account to complete these steps.
• Before pausing a Card, full access administrators can return the balance to a connected bank account. To do so, follow the instructions in this article before you pause the Card: Returning Funds to a Connected Bank Account.
• Want the remaining balance sent by check? If a bank account is connected, the remaining balance goes back to that bank account. To receive a check instead, remove the connected bank account from the Funding tab before you close the Card.
• Lost, stolen, or damaged Card? Follow Replace a Lost or Stolen Card or Replace a Damaged Card instead.
• Does the cardholder also have a Wallet? The True Link Wallet* is a virtual card with its own balance, separate from the balance on the cardholder's physical True Link Visa® Prepaid Card. Pausing the Card will pause the cardholder's Wallet as well. Closing the Card doesn't close the cardholder's Wallet, so you'll also need to close the Wallet after you close the Card. See If the cardholder also has a Wallet below.

How to pause a Card

We recommend pausing a Card when the cardholder won't need to use it for a month or longer. While the Card is paused, it can't be used for purchases or receive transfers, and the monthly fee isn't charged.

How long you choose determines how the Card unpauses:

• 1, 2, or 3 months: The Card unpauses automatically at the end of the period you choose.
• 4, 5, or 6 months: The Card stays paused until a full access administrator unpauses it. See How to unpause a Card below.

1. Go to the Client View page for the cardholder, and click View account below their True Link Visa Card. If you manage one True Link Visa Card, the Client View page is the first page you'll see when you sign in. If you manage multiple True Link Visa Cards, click the View link in the cardholder's row on the All Clients page to open their Client View page.
2. Click the Account tab. Check that the page header shows True Link Card and the last four digits of the Card you want to pause. If you need help finding the Account tab, see How to Navigate to Your Cardholder's Account Tab.
3. In the Card status section, click Permanently close. This doesn't close the Card yet. A window opens where you can choose to pause the Card instead.
   
4. In the Pause for: drop-down, choose how long you'd like the Card to be paused. If you choose 1, 2, or 3 months, the Card unpauses automatically at the end of that time. If you choose 4, 5, or 6 months, you'll need to unpause it yourself.

5. Click the Pause account button.

   

6. A confirmation window will appear. Click Done to return to the Account tab.

How to unpause a Card

If you paused the Card for 1, 2, or 3 months, it unpauses automatically at the end of that period, and you don't need to do anything. If you paused it for 4, 5, or 6 months, it stays paused until a full access administrator unpauses it.

Either way, a full access administrator can unpause the Card early at any time. Click the Unpause account button on the Account tab of the cardholder's Dashboard. The monthly fee resumes and is charged on the first of the month after the Card is unpaused.

How to close a Card

1. Go to the Client View page for the cardholder, and click View account below their True Link Visa Card. If you manage one True Link Visa Card, the Client View page is the first page you'll see when you sign in. If you manage multiple True Link Visa Cards, click the View link in the cardholder's row on the All Clients page to open their Client View page.
2. Click the Account tab. Check that the page header shows True Link Card and the last four digits of the Card you want to close. If you need help finding the Account tab, see How to Navigate to Your Cardholder's Account Tab.
3. In the Card status section, click Permanently close.

4. You will be given the option to pause the Card instead. Click the No, close card button to proceed with closing the Card.
   
5. Choose a reason from the Please select a reason why you would like to close this card: list. For most reasons, a Please provide a description: box appears. Type a few words about why you're closing the Card. The Close Card button turns red once you've chosen a reason.
6. Check how the remaining balance will be returned. If you see more than one bank account or address, choose the one you'd like. See How the remaining balance is returned when a Card is closed below.
7. Check the cardholder's name in the red text at the top of the window.
8. Click Close Card at the bottom of the window.

You'll see the message "Card close requested successfully."

If the cardholder also has a Wallet

Pausing the Card also pauses the cardholder's Wallet. Closing the Card doesn't close the cardholder's Wallet. If they have a Wallet that needs to be closed, follow these steps:

1. Go back to the Client View page, and click View account below the Wallet Virtual Card. If you need help, see How to access the True Link Wallet Dashboard.
2. Click the Account tab. Check that the page header shows Wallet and the last four digits of the virtual card.
3. In the Wallet status section, click Permanently close.
4. Choose a reason from the Please select a reason why you would like to close this Wallet: list, and add a description if you're asked for one.
5. Check how the remaining Wallet balance will be returned. The options are the same as for the Card, described below.
6. Click Close Wallet at the bottom of the window.

You'll see the message "Wallet closure requested successfully."

How the remaining balance is returned when a Card is closed

When you submit the request, the full balance is removed from the Card. In most cases, the funds are returned within 1–2 business days, but pending purchases on the Card can make the return take longer. How you receive the funds depends on whether a bank account is connected. The same options apply when you close a Wallet.

Option 1 – Return the balance to a connected bank account

If a bank account is connected on the Funding tab, the remaining balance goes back to that bank account. If more than one is connected, choose the one you'd like to receive the money.

Option 2 – Receive the balance by check

If no bank account is connected, we'll mail a check for the remaining balance. Choose the cardholder's address, your organization's address, or New Address to enter a different one. Checks come by mail, so they typically arrive 1–2 weeks after they're sent.

If a bank account is connected but you'd prefer a check, remove the bank account from the Funding tab first, then close the Card.

If the Card has no balance, the window tells you that no funds will be returned, and you can go straight to Close Card.

What happens after the Card is closed?

The Card can no longer be used for purchases, and its status on the Account tab changes to Closed. While we finish processing the request, you'll see the note "A request to close this card is being processed." On the Transactions tab, the money taken off the Card shows as "Funds returned."

Please be aware:

• Closing is permanent. A closed Card can't be reopened. If the cardholder needs a True Link Visa Card again later, you can order a new Card.
• Scheduled transfers stop. Any pending or recurring transfers to the Card are canceled when it closes.
• A replacement on the way closes too. If a replacement Card with the same 16-digit number has been ordered but not activated yet, closing the current Card also closes the replacement. The Close Card window shows a warning when this applies.
• Merchant refunds after closing. If a merchant sends a refund after the Card is closed, the refund goes to the closed Card. Contact our Customer Support team, and we'll help you get those funds back.

From here, you may want to:

• Order Additional Cards
• Learn How to Temporarily Deactivate a Card
• Remove a Bank Account

If you have any questions about pausing or closing a Card, please don't hesitate to contact our Customer Support team.

*The True Link Wallet (or "Wallet") is a True Link Visa Prepaid Card issued as a virtual card by Sunrise Banks N.A., Sioux Falls, SD 57108, Member FDIC, pursuant to a license from Visa U.S.A. Inc. Use of this card constitutes acceptance of the terms and conditions stated in the Cardholder Agreement. True Link Financial, Inc. is a financial technology company and not a bank.