If a Visa® Prepaid Card is lost, stolen, or damaged, you can request a replacement Card directly from your dashboard.
In this article, you'll learn how to order a replacement Card, which shipping options are available, and what happens to the old Card.
Before you begin
- You'll need full access. Only users with full access can order a replacement Card. If you have read-only access, please ask a user with full access on your account to complete these steps.
- Card lost or stolen? If you're not yet sure whether the Card is lost for good, you can temporarily deactivate it first while the cardholder looks for it. See Temporarily Deactivate and Replace a Lost or Stolen Card.
- Card expiring? Expiring Cards have their own replacement steps. See Replacing an Expiring Card.
How to order a replacement Card
- Sign in to your dashboard. Each plan has its own sign-in page; you can find the link for your plan in ABLE Visa® Card - How to Log In Online.
- Go to the Account tab for the Card that needs to be replaced. If you manage more than one Card, select that cardholder first. For help, see How to Navigate to Your Cardholder's Account Tab.
- Click Order replacement.
- If you're asked why you need a replacement, select the reason that applies (for example, the Card is lost, stolen, or compromised, or the Card has been damaged).
- Select the shipping address for the new Card. If none of the addresses listed are right, select Other and enter the address you'd like to use.
- Select a shipping method (see "Shipping options" below).
- Click the button to submit your request. Depending on your screen, it may be labeled Request reissue or Submit request.
Shipping options
- Standard shipping (free): Sent by USPS. The Card typically arrives within 6 to 9 business days.
- Expedited shipping ($30.00): Sent by FedEx. The Card typically arrives within 3 to 4 business days. The $30.00 fee is charged to the Card balance. Once the Card has shipped, the FedEx tracking number appears on the cardholder's Account tab, and you can enter it on the FedEx website for estimated arrival details.
Orders placed before 4 pm Pacific Time, Monday through Friday, are typically processed the same day. Orders placed after 4 pm Pacific Time or on weekends are typically processed the next business day. The business-day delivery timeline begins on the date the order is processed.
If you selected standard shipping and would like to upgrade to expedited shipping, please let our Customer Support team know as soon as possible. We do our best to accommodate shipping changes, but changes may not be possible once the order has been processed.
What happens to the old Card
What happens to the old Card depends on why you're replacing it:
- Lost, stolen, or compromised Card. As soon as you submit your request, the old Card is permanently closed. The replacement Card has a new 16-digit card number, expiration date, and CVV code. Once the new Card arrives and is activated, any funds remaining on the old Card are transferred to the new Card.
- Damaged Card. The current Card stays open while the replacement Card is in transit. The 16-digit card number stays the same, but the replacement Card has a new expiration date and CVV code. Once the new Card is activated, any funds remaining on the old Card are transferred to the new Card, and the old Card is closed. Spending Settings and Alert preferences transfer automatically to the replacement Card.
If the Card details are saved with any merchants (for example, for a subscription service), you may need to update them once the new Card is activated.
Please be aware
- The new Card needs to be activated. The replacement Card can't be used until it's activated.
- The PIN doesn't carry over. For your security, the PIN doesn't transfer to the replacement Card. If the cardholder uses a PIN, they'll need to set a new one once the new Card is activated.
- Purchases while the Card is in transit. If you're concerned about the cardholder not being able to make purchases while a replacement Card is on its way, please contact our Customer Support team.
What happens next
When the replacement Card arrives, you may want to:
If you have any questions about ordering a replacement Card, please don't hesitate to contact our Customer Support team.