If you have any questions, our Customer Support team is here to help! Our team is available Monday through Friday between the hours of 6 a.m. and 5 p.m. PT (9 a.m. - 8 p.m. ET).
Below is information on each of the support channels that we offer for card administrators, and some recommendations to ensure we can help resolve your question efficiently and effectively.
Administrator Live Chat Support
Live chat can be accessed by using the button shown in the bottom right corner of your Dashboard. You’ll be asked to provide your email address, the name of the cardholder that you’re contacting us about, and in some cases, your 4-digit access code.
If you find that the option to chat with us is not available, that means that all of our team members are currently assisting other customers. If that is the case, our team will respond to your inquiry via email instead, generally the same day.
Below are some examples of common questions and requests we recommend asking via live chat:
- Returning funds from a True Link Visa Card back to the funding source.
- Requests for replacement cards while leaving the current card open.
- Help with linking a bank account.
- Questions about a recent True Link Visa® Prepaid Card order.
- Updating the status of a True Link Visa Card.
- Setting up one-time and recurring transfers.
- Questions about transaction history.
- Questions about the Spending Settings.
Administrator Email Support
Our team can be reached via email either by using the button shown in the bottom right corner of your Dashboard or by sending us an email to support@truelinkfinancial.com.
We generally respond to emails the same day they are received and recommend utilizing email for questions that can be resolved in a few hours.
Below are some examples of common questions and requests we recommend asking via email:
- Help with Emergency Transfers from a linked bank account.
- Submitting identity verification documents to activate a True Link Visa Card.
- Requesting an additional user be added to your account.
Administrator Phone Support
Our team can be reached by phone at 1-877-264-8783.
When you call our support team, we will ask you for your 4-digit Access Code, which is unique for each administrator on your account. This Access Code is used to confirm the identity of our card administrators when they call our team for account support. Please have your Access Code available at the start of the call to ensure our team can assist you as soon as we are connected with you.
Below are some examples of common questions and requests we recommend asking via phone support:
- Questions about technical support.
- Reporting unauthorized transactions.
- Setting a PIN when the full 16-digit card number is not available (more information on how to set a PIN can be found here).
Administrator support on weekends and holidays
Our team understands the importance of receiving a timely response from customer support at all times, including on weekends and holidays. If you are experiencing an emergency or have an urgent request outside of our customer support hours, please call 1-877-264-8783 and leave a detailed message or reach out to us via email at support@truelinkfinancial.com. Our team responds to voicemails and emails 365 days a year.