If a cardholder believes their Visa® Prepaid Card has been lost or stolen, please immediately deactivate the Card to prevent additional transactions 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 deactivate and replace a lost or stolen card.
Step 1: Temporarily deactivate the Card
As soon as a cardholder realizes their Card may be lost or stolen, temporarily deactivate the Card right away. A temporarily deactivated Card can be reactivated at any time by clicking "Reactivate card" after the card has been temporarily deactivated.
This can be done in one of three ways:
Option 1 - Online dashboard: Report the Card lost or stolen through your administrator dashboard.
- Through your administrator dashboard, go to the “Account” tab for the cardholder whose Card is lost or stolen.
- Select “Temporarily deactivate.” This will prevent any further transactions from being made on the card. If the Card has been lost, this gives the cardholder time to look for it while preventing the Card from being used.
Option 2 - Automated phone system: Cardholders or administrators can call 1-800-299-7646 to report the Card as lost or stolen through True Link’s 24/7 automated phone system.
- 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 SSN.
- Press 1 to report the Card as lost or stolen. This will deactivate the card.
If the cardholder uses the automated phone system to report the Card as lost or stolen, the Card administrator will be notified via email and will receive guidance on next steps.
Option 3 - Customer Support: Contact our Customer Support team during business hours to report the Card as lost or stolen. If a cardholder reports that their Card is lost to a True Link Customer Support team representative, we will set the Card inactive and notify the Card administrator via email. If you need to report a Card as lost or stolen on a weekend, we recommend doing so online via the cardholder’s dashboard or through our automated phone system.
Step 2: Close the Card and order a replacement
If you confirm the Card needs to be replaced, you can close the Card and order a replacement.
- Through your dashboard, go to the “Account” tab for the cardholder of the lost or stolen card.
- Select “Order replacement”. This will permanently close the lost card, and a replacement Card will be issued.
- Select the shipping address for the new Card as well as the desired shipping method. Then select “Request reissue.”
As soon as you click the “Request reissue” button, the old Card will be closed. Once the new Card arrives and is activated, any funds remaining on the lost Card will be transferred to the new Card and the cardholder will be able to make purchases.
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.