If a Visa® Prepaid Card is cracked, bent, or worn out, or it no longer works when it's inserted or swiped, you can order a replacement from your dashboard. The current Card stays open while the replacement is on the way, so the cardholder can keep spending in the meantime.
In this article, you'll learn how to order a replacement for a damaged Card, how the cardholder can keep using the Card while the new one is in the mail, and what carries over to the replacement.
Throughout this article, "cardholder" means the person whose name is printed on the Card. Depending on how the Card was ordered, that may be the Beneficiary or Account Owner, or the Authorized Individual or Authorized Legal Representative who manages the account on their behalf.
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.
- Is the Card lost or stolen instead? Please follow Temporarily Deactivate and Replace a Lost or Stolen Card instead. A damaged-Card replacement keeps the current Card open, which isn't what you want if someone else could have the Card.
- Replacing several Cards at once? If you manage many cardholders and would like to replace damaged Cards in bulk, please contact our Customer Support team, and we'll be glad to help.
How to order a replacement for a damaged 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.
- 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 who needs a replacement first.
- Click the Account tab. If you need help finding it, see How to Navigate to Your Cardholder's Account Tab.
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Click Order replacement.
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A pop-up window asks you to tell us about your situation. Select The Card has been damaged.
- Choose the shipping address for the new Card. If none of the addresses listed are right, select Other and enter the correct address.
- Choose a shipping method. Standard shipping is free; expedited FedEx shipping is available for a fee. You can read more in Shipping Methods and Expedited Delivery.
- If asked, confirm the cardholder's country of citizenship.
- Click Submit request. Your order is placed!
While the replacement is on the way
- The current Card stays open. The cardholder can keep using it anywhere it still works.
- Online purchases still work. If card readers can't read the chip or magnetic stripe anymore, the cardholder can still use the card number, expiration date, and security code printed on the Card to shop online, as long as those details are still legible.
- Apple Pay and Google Pay keep working. Because the replacement keeps the same card number, a Card that's already been added to Apple Wallet or Google Wallet keeps working the whole time, even while the new plastic is in the mail. To learn more, see Use the Visa® Prepaid Card with Apple Pay and Google Pay.
With standard shipping, the replacement typically arrives within 6 to 9 business days. With expedited FedEx shipping, it typically arrives within 3 to 4 business days.
When the replacement arrives
- Activate the new Card. Follow the steps in Activate your Card.
- Let the balance move over on its own. Once the new Card is activated, any funds remaining on the old Card are transferred to the new Card automatically. You don't need to start a new withdrawal in Vestwell to move the balance. The funds are typically available shortly after activation.
- Set a PIN, if the cardholder uses one. A PIN doesn't carry over to a replacement Card. See Set or change a PIN.
- Update saved card details. If the Card is saved with any merchants (for example, for a subscription), update the expiration date and security code with them.
- Destroy the damaged Card. Once the new Card is working, we recommend cutting through the chip and the card number on the damaged Card before throwing it away.
Please be aware
- Same card number, new expiration date and security code. The 16-digit card number stays the same. The replacement Card has a new expiration date and a new CVV (the 3-digit security code on the back of the Card).
- Spending Settings and Alerts carry over. All current Spending Settings and alert preferences transfer to the replacement Card automatically. There's nothing to set up again.
- Same direct deposit details. Withdrawals you initiate in Vestwell arrive on the Card by direct deposit. The replacement Card keeps the same direct deposit details as the current Card.
- Expedited shipping has a fee. If you choose expedited FedEx shipping, the fee is charged to the Card balance. See Shipping Methods and Expedited Delivery for details.
What happens next
Once you submit your request, you're all set. The cardholder can keep using the current Card until the replacement arrives and is activated.
From here, you may want to:
- Activate your Card – activate the replacement as soon as it arrives.
- Set or change a PIN – set a new PIN on the replacement Card.
- My Card Order Didn't Arrive – what to do if the replacement doesn't show up.
If you have any questions about replacing a damaged Card, please don't hesitate to contact our Customer Support team.