We're sorry to hear that your Visa® Prepaid Card hasn't arrived yet. We know waiting on a Card can be stressful, especially when you or the beneficiary are counting on it.
In this article, you'll learn when to expect a Card, what can hold up a first Card order, and how to request another Card if yours doesn't arrive.
When to expect your Card
As a general shipping timeline, Cards typically arrive as follows, based on the shipping method chosen:
- Standard shipping (USPS) – 6 to 9 business days
- Expedited shipping (FedEx) – 3 to 4 business days
The timeline begins on the date your order is processed, not the date you placed it. For a first Card order, it begins once your order is approved. If you chose expedited shipping, you can find the FedEx tracking number on the cardholder's Account tab once the Card has shipped. You can read more in Shipping Methods and Expedited Delivery.
First Card order? Check these first
If this is the first Card for your account, a few things happen before the Card is printed and mailed:
- Your account must be at least 21 days old. We're only able to process Card orders for accounts that have been open for at least 21 days. If your account was newer than that when you placed your order, please contact our Customer Support team so we can let you know where your order stands.
- Your order is reviewed before it ships. Our Customer Support team reviews each new Card order to make sure the information matches a valid account managed by Vestwell. If we can't match the information to an account, we'll contact you at the email address you entered on the order form. Please check your inbox, including your spam or junk folder, for a message from us.
- Double-check your account number format. STABLE account numbers start with a capital "ST", and CalABLE account numbers start with "99". If the account number was entered without these, we may need to reach out before we can approve the order. See How to order your Visa® Prepaid Card for examples.
If you're not sure whether your first Card order has been approved or shipped, our Customer Support team can check for you.
Request another Card
If the Card still hasn't arrived after the expected delivery timeline, a new message appears on the cardholder's Account tab that lets you request another Card. Only users with full access can request another 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. 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.
- Open the cardholder's page. If you manage one Card, you'll land on that cardholder's Transactions tab as soon as you sign in. If you manage more than one Card, select the cardholder whose Card didn't arrive first.
- Click the Account tab.
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In the message about the missing Card, click Order replacement.
- Confirm the shipping address. If the address was wrong the first time, this is your chance to correct it.
- Follow the remaining steps on screen to submit your request.
Please be aware
- The new Card has a brand new card number. To keep the account secure, the new order comes with a new 16-digit card number and new direct deposit information. That way, if the missing Card ends up in the wrong hands, it can't be used.
- The current Card will need to be closed. Because the new Card has a new number, we're unable to keep the existing Card active while the new Card is in transit. This mainly affects you if you originally ordered a replacement because the current Card was damaged or expiring, since those Cards normally stay open while the replacement is on the way.
- The balance moves over automatically. Once the new Card arrives and is activated, any funds remaining on the previous Card are transferred to the new Card. You don't need to start a new withdrawal in Vestwell to move the balance.
- Update anywhere the old card number was saved. Once the new Card is activated, update the card details with any merchants where the Card was saved. If you manage more than one Card, make sure the new Card is the one selected the next time you initiate a withdrawal in Vestwell.
- See a transaction 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. You can read more in Disputing Fraudulent Transactions or Merchant Errors.
What happens next
Once your request is submitted, we'll send the new Card to the address you selected.
From here, you may want to:
- Activate your Card – activate the new Card as soon as it arrives.
- Set or change a PIN – a PIN doesn't carry over to a new Card.
If you have any questions about requesting another Card because yours didn't arrive, please don't hesitate to contact our Customer Support team.