We're sorry to hear that a Card may be lost or stolen. If a cardholder believes their Visa® Prepaid Card has been lost or stolen, please temporarily deactivate the Card as soon as possible to help prevent new purchases and protect against fraud. If you confirm that the Card needs to be replaced, you can close the Card and order a replacement.
In this article, you'll learn how to temporarily deactivate a lost or stolen Card, how to order a replacement, and what to do if you see transactions you don't recognize.
Step 1: Temporarily deactivate the Card
As soon as a cardholder realizes their Card may be lost or stolen, temporarily deactivate the Card. This blocks new purchases. Purchases the merchant already approved may still go through. If the Card turns up, you can reactivate it at any time by clicking Reactivate card on the cardholder's Account tab.
You can temporarily deactivate the Card in one of three ways:
Option 1 – Online dashboard
- 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 cardholder whose Card is lost or stolen. If you manage more than one Card, select that cardholder first. For help, see How to Navigate to Your Cardholder's Account Tab.
- Click Temporarily deactivate. If the Card has been lost, this gives the cardholder time to look for it while keeping it from being used.
Option 2 – Automated phone system
Cardholders, Authorized Legal Representatives (ALRs), Authorized Individuals, and Account Owners can report the Card lost or stolen through the automated phone system for their plan. The automated phone system is typically available around the clock, including weekends.
- STABLE Account: 1-888-364-8430
- All other ABLE accounts: 1-888-219-9054
- 529 Savings Plan: 1-888-442-8480
After calling the number for your plan:
- Press 5 to report the Card as lost or stolen.
- Enter the last 4 digits of the Card number.
- Enter the 4 digits of the year the cardholder was born.
- Enter the last 4 digits of the cardholder's Social Security number.
- Press 1 to report the Card as lost or stolen. This deactivates the Card.
If a beneficiary reports their Card lost or stolen through the automated phone system, the ALR or Authorized Individual on the account will be notified by email and will receive guidance on next steps.
Option 3 – Customer Support
Contact our Customer Support team to report the Card as lost or stolen:
- STABLE Account: card@stableaccount.com or 1-844-599-4690
- All other ABLE accounts: ablecard@truelinkfinancial.com or 1-844-276-4547
- 529 Savings Plan accounts: 529card@truelinkfinancial.com or 1-833-372-1147
If a beneficiary reports a lost Card to a member of our Customer Support team, we'll temporarily deactivate the Card and notify the ALR or Authorized Individual on the account by email.
Our team's hours are listed in Contact our Customer Support Team. If you need to report a Card lost or stolen outside those hours, we recommend using your online dashboard or the automated phone system.
If you see transactions you don't recognize
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. The sooner you contact us, the better. You can learn more in Disputing Fraudulent Transactions or Merchant Errors.
See the Cardholder Agreement for full details on how disputes and unauthorized transactions are handled.
Step 2: Close the Card and order a replacement
If you confirm the Card needs to be replaced, you can close it and order a replacement. 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.
- Sign in to your dashboard and go to the Account tab for the cardholder whose Card is lost or stolen.
- Click Order replacement. If you're asked why you need a replacement, choose the option for a lost, stolen, or compromised Card. This permanently closes the lost Card, and a replacement Card will be issued.
- Select the shipping address for the new Card.
- 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.
What happens to the old Card
- The old Card is closed right away. As soon as you submit the replacement request, the lost or stolen Card is closed and can't be reactivated.
- The remaining balance moves to the new Card. Once the new Card arrives and is activated, any funds remaining on the lost Card are transferred to the new Card, and the cardholder can make purchases again.
- The new Card has new details. The replacement Card has a new 16-digit card number, expiration date, and CVV code. If the old Card was saved with any merchants (for example, for a subscription service), you'll need to update the Card details with them.
- Set a new PIN. The PIN doesn't transfer to the new Card, so if the cardholder uses a PIN, they'll need to set one once the new Card is activated.
If you are concerned about the cardholder not being able to make purchases while the replacement Card is in transit, please contact our Customer Support team.
What happens next
When the replacement Card arrives, you may want to:
If you have any questions about a lost or stolen Card, please don't hesitate to contact our Customer Support team.