We understand that sometimes you may need to send money back to the bank account it came from. For example, you may have added more than the cardholder needs, or you may be changing how you manage their funds.
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. Full-access administrators can return money from the Wallet to a linked bank account themselves, right from the Dashboard. There is no fee to return funds, and returned funds typically arrive in your bank account within 1–2 business days.
In this article, you'll learn how to return funds from the virtual card, how to return money that's on the cardholder's physical card, when your money will arrive, and when to contact our team instead.
Before you begin
- You'll need full access. Only full access administrators can return funds. If you have assistant or view-only access, please ask a full access administrator on your account to complete these steps.
- Funds are returned from the Wallet. Money can only be sent back to a bank account from the virtual card. If the money you want to return is on the cardholder's physical card, you'll move it to the Wallet first. The steps are below.
- Use the True Link website. Returning funds is available when you sign in on the website. It isn't available in the True Link Mobile App.
- Have not opened a Wallet yet? If the cardholder doesn't have a Wallet, you can open one with How to Activate a True Link Wallet Using the Cardholder's Card Balance, or our team can return the funds for you. See Having trouble? below.
How to return funds from the Wallet
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, open the Client View page for a cardholder by clicking the View link in that cardholder's row on the All Clients page.
- In the Wallet section of the Client View page, click the button with three dots (•••) next to the Fund Wallet button.
- Click Withdraw funds. The Return Funds window opens. If you don't see Withdraw funds, see Having trouble? below.
- At the top of the window, check the Status and Balance. These belong to the virtual card, not the cardholder's physical card.
- Under Amount to return, choose one option:
- Available to return sends back the full amount that can be returned right now. The dollar amount is shown next to this option.
- Specific amount lets you choose how much to send back. Type the dollar amount in the box that appears.
- Under Select linked bank account, click the drop-down menu and choose the bank account the money should go to. Each bank account shows the bank's name and the last four digits of the account number.
- Check the amount and the bank account, then click Submit.
A green banner at the top of the page confirms: "Funds are on their way to the selected bank account." The money leaves the Wallet right away.
Why "Available to return" may be less than the Wallet balance
A few safeguards protect you and the cardholder, so the amount you can return right now may be lower than the Wallet balance:
- Recent deposits need to clear first. Money that arrived from a bank account can be returned once it is considered settled, which is 5 business days after it arrives.
- Daily limits apply. Each Wallet has a $5,000 daily withdrawal limit. There is also a daily limit on the total you can return across all of the Wallets you manage. Daily limits reset at midnight Pacific Time.
If you need to return more than the Available to return amount, please contact our Customer Support team.
Returning money that's on the cardholder's physical card
Money on the cardholder's physical card can't be sent to a bank account directly. Move it to the Wallet first, then return it from there. The physical card needs to be open to move its money to the Wallet:
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Temporarily deactivated? Click Reactivate card on the cardholder's Account tab first. You can deactivate the Card again once the money is in the Wallet.
- Frozen because of suspicious activity? Review the message on the cardholder's Account tab. If it shows a Reactivate card button, you can reactivate the Card once you've confirmed the recent transactions. If you see a transaction you don't recognize or believe is incorrect, contact our Customer Support team right away — we can help you review it and file a dispute.
- Reported lost or stolen? A lost or stolen Card can't be reopened. Once the cardholder activates their replacement Card, the balance moves to it, and you can move money to the Wallet from there.
If you don't see Reactivate card, or you need money returned from a Card that can't be reopened, our team can help. See Having trouble? below.
- In the Wallet section of the Client View page, click Fund Wallet. The Transfer funds window opens.
- Under From, choose the cardholder's physical card. It's listed under True Link accounts with the cardholder's name and the last four digits of the card. Then click Next.
If you don't see this list, the cardholder's physical card is already selected. Continue with the next step. - Check the last four digits in the To field before you submit, so the money lands on the virtual card rather than the cardholder's physical card.
- In the Amount To Transfer field, enter the dollar amount you'd like to return.
- Leave Frequency set to One Time and Transfer Date set to today's date.
- Check the green box below the date. For a transfer from the physical card, it reads "Funds arrive instantly!"
- Click Submit.
Once the money shows in the Wallet balance, follow the steps in How to return funds from the Wallet above.
When your money will be available
Returned funds typically arrive in your bank account within 1–2 business days. The money leaves the Wallet as soon as you click Submit. Your bank's processing times and bank holidays can affect the day it appears in your bank account.
Transfers from a physical True Link Visa Card to a virtual card can be made available instantly, so if you first move money from the cardholder's physical card to the Wallet, you can usually return it the same day.
You can read more in Funding Timelines and Limits.
Having trouble?
If you do not see the option to return funds or have questions about this process, please contact our Customer Support team.
If you reach out to our Customer Support team to request assistance with returning funds, please be sure to share the following information:
- The cardholder's name
- The last four digits of their Card
- The amount you would like returned
- If more than one bank account is linked, the last four digits of the bank account the funds should go to
If you're asking us to return money that's on the cardholder's physical card, we recommend temporarily deactivating the Card first. That way, the cardholder can't spend those funds before our team returns them to you.
Please be aware
- A return can't be canceled from the Dashboard. The money leaves the Wallet as soon as you click Submit. If something looks wrong, email us right away at support@truelinkfinancial.com.
- Returns appear in the Wallet's transactions. Look for Funds returned, shown as a negative amount.
- There's no fee. Returning funds from the Wallet is free.
What happens next
Once you submit, the Wallet's available balance goes down by the amount you returned, and the return appears in the Wallet's transactions as Funds returned. The money typically arrives in your bank account within 1–2 business days.
From here, you may want to:
- Scheduling Transfers With Your True Link Wallet – add money to the virtual card again later.
- How to Transfer Funds From the True Link Wallet to the Cardholder's Card – move money from the virtual card to the cardholder's physical card.
- Funding Timelines and Limits – see how long each type of transfer takes.
If you have any questions about returning funds, 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.