USER011 - Prepaid Virtual Visa or Mastercard FAQ

If you or your customers are having issues after receiving the prepaid debit card redemption email, the card owner must contact the supplier directly. 

For USD you can go to this link for support www.myprepaidcenter.com/contactus

For CAD, CNY, EUR, GBP, JPY and AUD you can reach support at www.prepaiddigitalsolutions.com or by calling the relevant phone number below, depending on card currency.

The account and data information below is about your prepaid solutions account, created only if you want to store the virtual cards for later use. 

What is a Prepaid Digital Token?

A Prepaid Digital Token is a 14-digit alpha-numeric code. A Token is given to you as a reward or payment for an incentive, promotion, or another type of approved program and will usually be embedded in an email link. When you click the link or enter a valid Token, you can choose from various prepaid card products approved for the program.

How can I get a Prepaid Digital Token?

You can't buy a Prepaid Digital Token yourself. Instead, prepaid Digital Tokens are distributed by companies to you as a reward or incentive.

Do Prepaid Digital Tokens expire?

Yes. The Prepaid Digital Token has an expiration date, following the Program Sponsor's rules. Prepaid Digital Tokens can't be used after expiration, so please pay attention to the date.

Why do I need to create a username and password?

If you may get multiple Prepaid Digital Tokens, you'll be able to create a password-protected Digital Wallet, where you can see all your cards in one place. This includes card details, mail dates, balances, PINs, and spending history.

What are the rules for username and password creation?

For security, passwords and usernames must be unique and hard to guess.

Digital Prepaid Visa Wallet username rules:

The username and password can't be the same. Your username must be at least 6 and no more than 50 characters.

• Your username can have letters, numbers, and special characters but no spaces.
• Letters within your username aren't case-sensitive. Both will work if you enter your username as lowercase the first time and uppercase later.
• You can use your email address for your username or something else if you'd like.

• Your password can't be the same as your username.
• Your password must be at least 7 characters and no more than 32 characters, including spaces.
• Your password must have at least 1 uppercase letter, 1 lowercase letter, and 1 number.
• Your password can have special characters and symbols.
• Letters within your password are case-sensitive.

I forgot my password. How do I get into my prepaid Visa Wallet?

You can reset your password by clicking the Forgot Your Username or Password? Link on the home page. You'll need to enter your username and answer the Challenge Question you set up when you made your wallet. If your answer matches, we'll email you a temporary password. You'll pick a new password when you log in.

Why do I need to provide my address?

The address will be used to mail a physical plastic card to you if you choose to get a physical card. The card address is also important in ensuring you can use your virtual or physical card successfully. Most web merchants run address verification when you check out to make sure that the address of the card and the address you give the merchant are a match. If you move or need to correct an address, you can edit the card address anytime.

How do I update my address?

If you need to correct an address, log into your wallet, go to the "Menu," and click "Profile." Here, you can edit your wallet address, meaning the next card you add to your wallet will use this address. You can also update the address of an individual card by clicking on a card in your wallet or clicking on the original email sent to you. Then, select the Edit option next to the address.

What will you do with my personal information?

Your information will only be used to create, deliver and service your card. We will never sell it to other companies or use it to market to you.

I didn't get my verification email. What should I do?

You may be sent a verification email when giving your profile information, which helps us verify your identity and protect your card. If you don't get the email within one minute, check your junk mail or spam folders first. You can also click Resend to have another email sent.

How do I learn more about virtual and physical plastic cards?

When looking at card options, you can click on the FAQ button to read Frequently Asked Questions and learn more about how virtual and physical plastic cards work and how to spend them. You can also click on a card in your wallet or the original email sent to you to read the FAQs and Terms for that card.

I haven't gotten the physical plastic card I chose. What should I do?

We'll email you when your card ships to inform you it's on the way. You should get this email within a few business days of making your choice. Then, allow standard mailing timeframes for your card to arrive. Please contact prepaid solutions on the numbers above if you've waited and still haven't gotten your card, 

Where do I go to view my cards?

You can see your card details anytime by clicking the original email link. Or, if you created a username and password for your Digital Wallet, log in and click on the card you'd like to look at. You'll see card details, mail dates, balances, PINs, spending history, and more.

I think another Prepaid Digital Token was sent to me, but I can't find it. What should I do?

First, check your junk mail or spam folder for an email from no_reply@notifications.xtrm.com. If you can't find it, please log in to your account at www.xtrm.com and view the transaction details, including all the redemption information.