To help protect the account, a Visa® Prepaid Card can sometimes have a temporary block placed on it. We know it's frustrating when a Card stops working at checkout. The block is there to keep the Card's funds safe, and once you've confirmed the recent activity is legitimate, you can typically lift it in a few clicks.
In this article, you'll learn why a Card might be blocked, how to lift the block, and what to do if you don't recognize a transaction.
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.
Why a Card might be blocked
A temporary block may be placed on the Card if:
- An incorrect PIN is entered too many times in a row.
- Several purchases are attempted with the same merchant in quick succession.
- Our system detects a transaction that might be fraudulent.
While the block is in place, the Card can't be used. The block doesn't clear by trying the Card again. A user with full access on the account, such as the Authorized Legal Representative (ALR), Authorized Individual, or Account Owner, can lift it from the dashboard, or our Customer Support team can help.
Before you begin
- Check the recent transactions with the cardholder. On the cardholder's Transactions tab, review the recent activity together and confirm the cardholder made or attempted every transaction. Only lift the block if they did. If there's anything they don't recognize, skip to "If you don't recognize a transaction" below.
- You'll need full access. Only users with full access can lift a temporary fraud block. If you have read-only access, please ask a user with full access on your account to complete these steps.
How to lift a temporary fraud block
- 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 is blocked first.
- Look for the red banner at the top of the page. In the banner, click the click here link.
Once you click the link, the Card is reactivated and can typically be used for purchases again right away.
If you don't see the red banner, or you're not able to sign in, please contact our Customer Support team, and we can help lift the block.
If you don't recognize a transaction
Please don't lift the block. Instead, contact our Customer Support team right away — we can help you review the transaction and file a dispute. The sooner you contact us, the better.
- STABLE Account: call 1-844-599-4690 or email card@stableaccount.com
- All other ABLE accounts: call 1-844-276-4547 or email ablecard@truelinkfinancial.com
- 529 Savings Plan accounts: call 1-833-372-1147 or email 529card@truelinkfinancial.com
Because the Card may be compromised, we will close it and order a replacement as part of the fraud dispute process. You can report the fraud and begin your dispute in the same call or email — our team will walk you through closing the Card and submitting the dispute together.
If our investigation confirms the claim, we will credit the Card in accordance with the Cardholder Agreement. See the Cardholder Agreement for full details on how disputes and unauthorized transactions are handled. You can also read more in Disputing Fraudulent Transactions or Merchant Errors.
Please be aware
- Blocked for too many PIN attempts? If the cardholder isn't sure of their PIN, you can set a new one after lifting the block. See Set or change a PIN. For most purchases, a PIN isn't needed at all; see How to Handle a Merchant PIN Request.
- A block is different from a declined purchase. A purchase can also be declined because of Spending Settings or a low balance, without the Card being blocked. See Review Reasons for Declined Transactions.
- Card blocked often? If the Card is blocked repeatedly, please contact our Customer Support team so we can take a closer look.
If you have any questions about lifting a temporary fraud block, please don't hesitate to contact our Customer Support team.