USER011 — Prepaid Virtual Visa or Mastercard FAQ

Modified on Mon, 17 Aug at 9:06 PM

Overview

This FAQ provides essential information and support contact details for Virtual and Physical Prepaid Visa and Mastercards redeemed through the Xtrm platform.

While Xtrm facilitates the transfer of wallet funds to prepaid cards, card issuance, account management, and card support are provided directly by our card issuing partners.

1. Card Supplier Support & Contact Directory

If you experience issues after receiving your redemption email or activating your prepaid card, please contact the card issuing partner directly based on your card's currency:

USD Cards:
- Online Support: www.myprepaidcenter.com/contactus
- US & Canada Toll-Free: 888-371-2109
- Outside US & Canada: 339-234-6415
Other Currencies (CAD, EUR, GBP, JPY, AUD, CNY):
- Online Support: www.prepaiddigitalsolutions.com

Currency	Description	Support Phone Number
USD	US Dollars (Toll-Free)	888-371-2109
USD	US Dollars (International)	339-234-6415
CAD	Canadian Dollars	877-325-8444
CNY	Chinese Yuan Renminbi	877-325-8444
EUR	Euro	(+44) 800 0487474
GBP	British Pounds	(+44) 2035142425
JPY	Japanese Yen	(+81) 3-6890-8680
AUD	Australian Dollars	(+61) 2-8046-6576

2. Frequently Asked Questions

Card Usage & Troubleshooting

What is a Virtual Prepaid Visa or Mastercard?

A Virtual Prepaid Visa or Mastercard is a 16-digit card account displayed on-screen immediately upon redemption. It can be used for online purchases, phone orders, or added to retailer/fast food mobile apps wherever Visa or Mastercard debit is accepted.

Note: Virtual cards cannot be used at physical in-store card readers/POS terminals. They are strictly for online, phone, or mobile app purchases.

Why is my Prepaid Visa or Mastercard being declined?

To see the exact reason for a decline, log in to your card issuer portal to view your real-time transaction history:

USD Cards: Visit www.myprepaidcenter.com.
Non-USD Cards (CAD, EUR, GBP, etc.): Visit www.prepaiddigitalsolutions.com

Common Reasons for Card Declines:
Insufficient Funds: The total purchase amount (including taxes, shipping, or foreign conversion fees) exceeds your remaining balance.
In-Store Usage with Virtual Cards: Virtual cards are strictly for online, telephone, or mobile app purchases and cannot be swiped or tapped at physical retail store card terminals.
Incorrect Billing Address: When making an online purchase, ensure the billing address entered matches the address registered on your prepaid card profile.
Pre-Authorization Holds: Restaurants, hotels, or gas stations may place a temporary hold higher than the final transaction amount.

How long do I have to redeem and use my card?

Redemption Deadline: You have 4 months from the date of issuance to redeem your promotional code for a Virtual Account.
Card Validity: Once accessed, the card remains active for 7 months wherever Visa or Mastercard debit is accepted.

Can I choose a Physical Plastic Card instead of a Virtual Card?

Yes. During the redemption process, you can select a physical plastic card shipped via mail:

Physical Card Fee: There is a $3.00 USD creation and shipping fee for physical cards (Virtual cards are free).
Delivery Timeframe: Standard delivery takes 7 – 14 business days within the US (shipped in a plain white envelope). International delivery times vary.

What should I do if I didn't receive my redemption email?

Redemption emails are sent automatically from [email protected]. If you do not see it in your inbox:

Check Spam/Junk: Review your spam, junk, or promotional email folders.
Corporate IT Filters: Check with your company IT department to ensure emails from notifications.xtrm.com are permitted.
Resend via Account: Log in to your Xtrm account, navigate to Activity, select Details next to the transaction, and click Resend Email.

What should I do if I didn't receive my Security PIN?

After selecting your Prepaid Card option, a Security PIN is automatically emailed to you to complete the redemption process. If you do not receive it:

Check Spam/Junk Folders: Check your spam or junk folder in case the message was filtered.
Verify Account Email: Confirm that you are checking the primary email address assigned to your Xtrm username.
Resend PIN: Click the Resend PIN option on the redemption screen to trigger a new email.

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

You will receive an email when your card ships (usually within a few business days of making your choice). Please allow standard mailing timeframes for your card to arrive. If you have waited past standard mailing times and still haven't received your card, please contact Prepaid Solutions support using the phone numbers listed above.

Tokens, Redemption, & Digital Wallet Management

What is a Prepaid Digital Token?

A Prepaid Digital Token is a 14-digit alpha-numeric code given to you as a reward or incentive payment (usually embedded in an email link). Clicking the link or entering a valid Token allows you to choose from various approved prepaid card products.

How can I get a Prepaid Digital Token?

Prepaid Digital Tokens cannot be purchased directly. They are distributed exclusively by companies to individuals as rewards or incentive payouts.

Do Prepaid Digital Tokens expire?

Yes. Tokens have an expiration date set by the Program Sponsor and cannot be used after they expire. Please pay attention to the expiration date noted in your email.

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

1. Search your spam or junk folder for an email from [email protected].

2. Log in to your account at www.xtrm.com and view your Activity transaction details to see all redemption information.

Where do I go to view my cards?

Via Email: Click the link in your original redemption email.
Via Digital Wallet: Log in with your username and password to your Prepaid Digital Wallet and click on any card to view card details, mail dates, balances, PINs, and spending history.

Credentials, Address, & Security Rules

Why do I need to create a username and password?

Creating credentials allows you to set up a password-protected Digital Wallet to manage multiple cards in one place. You can view card details, shipping dates, balances, PINs, and full spending history.

What are the rules for username and password creation?

Username Rules:
- Must be 6 to 50 characters long.
- Can include letters, numbers, and special characters, but no spaces.
- Cannot be identical to your password.
- Letters are not case-sensitive.
- You can use your email address as your username.
Password Rules:
- Must be 7 to 32 characters long (spaces are allowed).
- Must contain at least 1 uppercase letter, 1 lowercase letter, and 1 number.
- Can include special characters and symbols.
- Letters are case-sensitive.
- Cannot be identical to your username.

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

Click Forgot Your Username or Password? on the portal home page. Enter your username and answer your Challenge Question. If verified, a temporary password will be emailed to you, and you will be prompted to set a new password upon logging in.

Why do I need to provide my address?

Your address serves two main purposes:

Physical Card Shipping: If you choose a physical plastic card instead of a virtual card, this address is where your card will be mailed.
Online Merchant Verification (AVS): Most online merchants perform an Automated Address Verification System (AVS) check during checkout. For your virtual or physical card transactions to be approved, the billing address you enter at checkout must match the address registered to your card.

Note: If you move or need to correct an error, you can edit your card's billing address at any time from your Prepaid Card Account settings.

What will you do with my personal information?

Your personal information is strictly used to create, deliver, and service your card. It will never be sold to third parties or used for marketing purposes.