If a cardholder no longer needs their True Link Visa® Prepaid Card, you can close it from your Dashboard at any time. Closing a Card is permanent: once it's closed, it can't be reopened.
In this article, you'll learn how to close a Card, how we 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 close a Card. If you have assistant or view-only access, please ask a full access administrator on your account to complete these steps.
- Only need a break? If the cardholder may want to use the Card again, you can temporarily deactivate it instead.
- Want the balance back 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? You don't need to close it. 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. Closing the Card doesn't close the 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 close a Card
- 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.
- 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.
- In the Card status section, click Permanently close.
If you need help finding the Account tab, see How to Navigate to Your Cardholder's Account Tab.
- 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.
- 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 below.
- Check the cardholder's name in the red text at the top of the window, then click Close Card at the bottom of the window. The button turns red once you've chosen a reason.
You'll see the message "Card close requested successfully."
If the cardholder also has a Wallet
Closing the Card doesn't close the cardholder's Wallet. If they have one, close it after you close the Card:
- 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.
- Click the Account tab. Check that the page header shows Wallet and the last four digits of the virtual card.
- In the Wallet status section, click Permanently close.
- 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.
- Check how the remaining Wallet balance will be returned. The options are the same as for the Card, described below.
- 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 you close a Card, its whole balance comes off the Card right away. 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 next
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:
If you have any questions about 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.