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. Pacific Time (9 a.m. to 8 p.m. Eastern Time).
Below is information on each of the support channels we offer for administrators of a True Link Visa® Prepaid Card, along with some recommendations to help us resolve your question as quickly as possible. If your cardholder has a question about their Card, please see Contact Our Team - Cardholder Support.
Support channels at a glance
| Channel | How to reach us | Best for |
|---|---|---|
| Live chat | The chat button in the bottom right corner of your dashboard | Quick questions and requests during support hours |
| support@truelinkfinancial.com, or the same button on your dashboard | Requests that involve documents or can be resolved within a few hours | |
| Phone | 1-877-264-8783 | Technical support, unauthorized transactions, and PIN help |
For both chat and phone support, we'll ask for your 4-digit Access Code. Each administrator on an account has their own Access Code, and we use it to confirm your identity before discussing the account. You can find or reset yours by following the steps in Administrator Access Code Management.
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 you're contacting us about, and in some cases, your Access Code.
If the option to chat with us isn't available, it usually means all of our team members are currently assisting other customers. You can still send us a message using the same button, and our team will respond by 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 bank account they came from.
- Requests for replacement Cards while leaving the current Card open.
- Help with linking a bank account.
- Questions about a recent True Link Visa Card order.
- Updating the status of a True Link Visa Card (for example, locking, unlocking, or closing a Card).
- Setting up one-time and recurring transfers.
- Questions about transaction history.
- Questions about 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 at support@truelinkfinancial.com.
We generally respond to emails the same day they are received and recommend using 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 administrator be added to your account.
Administrator Phone Support
Our team can be reached by phone at 1-877-264-8783.
When you call our Customer Support team, we will ask you for your 4-digit Access Code. Please have it available at the start of the call so our team can assist you as soon as we are connected. If you don't have your Access Code handy, Administrator Access Code Management explains how to find or reset it.
Below are some examples of common questions and requests we recommend asking via phone support:
- Questions about technical support.
- Reporting unauthorized transactions — these can be reported by phone or by email. See Disputing Fraudulent Transactions or Service Errors.
- Setting a PIN when the full 16-digit Card number is not available. For more information, see Set or change a PIN.
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 monitors voicemails and emails every day of the year and responds as quickly as possible.