FAQs: CARD PROGRAMS

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Lost or stolen card?

If you lose your card, don’t worry: you can simply order a new one! Your card balance will stay the same. Your prepaid card also includes zero liability protection, so if card is lost or stolen and unauthorized purchases are made on the card, you will not be held responsible.

How safe is the personal data?

Your personal information provided and transaction history (purchase) is 100% secure and will not be made available to any third parties. The personal information is used for internal company purposes only. This guarantees the improvement of services for the Payments network.

Are prepaid cards trustworthy?

Open-loop prepaid cards are the fastest growing form of electronic payment. All data is encrypted, so your payments are secure, and XTM inc will never give your details to a third-party company.

Where can I use my prepaid card?

Since a prepaid card can be used anywhere that MasterCard or Visa is accepted, there are millions of opportunities to shop all over the world, including retail stores and online; you can also use your prepaid card to pay bills online. Some cards provide you with ATM access as well.

How do I use a prepaid card?

If you’ve ever used a debit or credit card before, you’ll know the drill: give the cashier/merchant your card, or swipe the card yourself through the terminal. You can select either the debit or credit option–either function will work. If you select debit, you will have to enter your 4 digit pin number. If you select credit, you will have to sign for the purchase. Please ensure you have sufficient funds in the account plus any applicable fees related to the transaction. If you’re using the card for an online purchase, you will have to enter your card information and some personal details, similar to making a credit card transaction. Follow the on-screen instructions.

ACTIVATION

How do I activate my prepaid card?

For security purposes, most cards cannot be used without first being activated. A card activation or access code may be printed on the documents that come with the card, and is determined by the card program sponsor. It consists of 4 digits.

There are two ways to activate your card:

  1. Call the number on the back of your card and follow the automated prompts to activate your card.
  2. Visit the website listed on the back of your card, and login with your card number, access code, and 3-digit security code. Here you can activate your card, and also see your card balance and card activity.

Where can I find my access code?

A card activation or access code may be printed on the documents that come with the card, and is determined by the card program sponsor. It consists of 4 digits. If you don’t know what your access code is, please contact your card program sponsor or call us directly to speak with a cardholder representative.

Do I need to activate and/or register my card before using it?

Yes. In order to fully take advantage of your prepaid card, you will have to register your card and provide a few personal details.

CARD SECURITY

Once I enroll, how safe is my personal data?

Your personal information provided and transaction history (purchase) is 100% secure and will not be made available to any third parties. The personal information is used for internal company purposes only. This guarantees the improvement of services for the XTM network.

Are prepaid cards trustworthy?

Open-loop prepaid cards are the fastest growing form of electronic payment. All data is encrypted, so your payments are secure, and XTM inc will never give your details to a third-party company.

CARD & ACCOUNT DETAILS

What happens if there are still funds available when my card expires?

We encourage you to use the entire amount of funds before the program ends. Upon expiry, the unused funds will be removed from the card at the discretion of the program sponsor.

How do I know the initial balance of my prepaid Visa card or prepaid MasterCard?

Look for communications from the sponsor company that outline the initial funds loaded on the card. You have a number of ways to determine your balance.

You can visit the website on the back of the card and enter your card number, access code, and 3-digit security code (the three digit number on the back of your card located on the signature panel) to obtain your balance and a history of your transactions.

You can speak with Cardholder Services by calling the number shown on the back of your card or contacting us directly.

You can also keep a manual running total of your balance by subtracting your purchases from the original loaded value.

Can I use my prepaid card at gas stations?

Yes. Just remember to present the card to the station attendant rather than paying at the pump.

Will card recipients receive a statement?

Prepaid credit card recipients can review their current balance, free of charge, by visiting the website provided on the back of the card. In addition, the recipient can call the Cardholder Services number listed on the back of the card to receive balance and transaction information.

Does the prepaid card have an expiration date?

Yes. It expires on the date printed on the front of the card.

Can the prepaid credit card be cancelled prior to the expiry date on the card?

At the discretion of the program sponsor, cards can be cancelled prior to the expiry date. Cardholders will be provided with a minimum of 60 days notice to allow cardholders to use the balance of funds on their cards.

Why would my prepaid credit card be declined?

Your card may have expired. Check the expiry date printed on the front of your card. Your remaining card balance may be less than the value of the item you wish to purchase.

Some internet merchants use fraud protection software that may decline Visa or MasterCard prepaid card transactions.

Can the card ever have a negative balance?

No, the card will only authorize transactions when enough funds exist to cover the purchase.

What is a Pre-Authorization?

A pre-authorization means that a temporary hold is placed on a portion of your funds over and above the actual purchase amount. Examples of pre-authorizations are “Pay-at-the-pump” gas stations who usually pre-authorize $75.00 and restaurants who may pre-authorize up to 20% more than the amount of your bill. Car rental agencies will pre-authorize an amount substantially more than the actual rental fee as will hotels. Unused portions of pre-authorizations are returned when the merchant settles the transaction, usually within 3 days. During this time these funds will not be available to you to make additional purchases or ATM cash withdrawals. You should verify the merchant’s pre-authorization policy in advance to ensure that you will have sufficient funds to cover the purchase and any pre-authorization amount.

Can I spend more than the available balance on my card?

No. The transaction will be declined if the amount exceeds your available balance. Some merchants will allow you to “split” payment between the available balance on your card and cash. In some rare instances a merchant or processor may make a mistake when doing the daily settlement that may put your account into a negative situation. In this instance, XTM inc assumes no liability and it is up to you to have the merchant correct the mistake and clear the negative balance.

FEES

What fees are associated with a prepaid credit card?

All fees related to your card are provided to you in the Cardholder Agreement contained in the card package. We encourage you to read about the fees associated with the card and to establish usage patterns that minimize fees associated with card ownership.

What kind of fees do I have to pay for a prepaid card?

Make sure to check the terms and conditions of your card to see what fees may apply. Typically, prepaid card fees are actually lower than the cost of maintaining a traditional chequing account, and prepaid cards do not require you to keep a minimum balance in order to avoid monthly fees.

GENERAL

Are prepaid cards actually credit cards?

No. A prepaid Visa or MasterCard is a card that carries funds loaded onto the card by the program sponsor (the company that gave you the card, or that appears on the front of the card other than the bank, Visa, or MasterCard.) Each time the recipient uses the card, the purchase amount is deducted from the available balance.

The card package you received provides important information about your prepaid card and includes the Cardholder Agreement, so please read it carefully before using the card.

What is an open-loop prepaid card?

Unlike a closed-loop prepaid card, which acts like a store gift card and can only be used at select locations, an open-loop card can be used anywhere that MasterCard® or Visa® is accepted.

How do I use a prepaid card?

If you’ve ever used a debit or credit card before, you’ll know the drill: give the cashier/merchant your card, or swipe the card yourself through the terminal. You can select either the debit or credit option–either function will work. If you select debit, you will have to enter your 4 digit pin number. If you select credit, you will have to sign for the purchase. Please ensure you have sufficient funds in the account plus any applicable fees related to the transaction.

If you’re using the card for an online purchase, you will have to enter your card information and some personal details, similar to making a credit card transaction. Follow the on-screen instructions.

Do I need good credit to qualify for a prepaid card?

No. Although a prepaid card has all the advantages of a credit card, you are not actually borrowing money; therefore no credit check is done during the application process! Similar to a debit card, with a prepaid card you are using money you already have.

Do I need to have a bank account to get a prepaid card?

No. Prepaid users do not need to have a traditional banking account in order to apply for or use the card. The XTM inc prepaid card is not linked to an individual’s chequing or savings accounts.

Can I reload my prepaid Visa or MasterCard?

If you have a reloadable card, only the program sponsor can load funds onto the card. If it is a non-reloadable card, you or your sponsor will not be able to load funds onto the card.

LOST OR STOLEN CARDS

What happens if my card is lost or stolen?

You must notify Cardholder Services immediately by contacting us and providing your card number and other information we request. Once you have notified us, your card may be replaced at your written request, subject to our verification of your request and a replacement fee.

I can’t find my prepaid card. Have I lost the money on the card?

If you lose your card, don’t worry: you can simply order a new one! Your card balance will stay the same. Your prepaid card also includes zero liability protection, so if card is lost or stolen and unauthorized purchases are made on the card, you will not be held responsible.

USING YOUR CARD

Where can prepaid credit cards be used?

Unlike store-issued gift cards which can only be used at one location, a prepaid card can be used everywhere Visa or MasterCard is accepted, including online and overseas.

Can I use my prepaid card at restaurants and hotels?

Yes. However, you should be aware that restaurants and hotels may factor in an automatic tip or other incidental expenses when authorizing your purchase transaction. If the total purchase amount, including the estimated tip, exceeds the amount available on your card, your card may be declined. If you think this will happen, inform the merchant in advance about how much to deduct from your prepaid card and which second payment method (credit card, debit card, cash or cheque) you want to use to cover the difference.

Can I use my prepaid credit card for online or phone purchases?

Yes. Your card is intended for use anywhere credit cards are accepted. You should be aware that some internet merchants use fraud protection software that may decline a prepaid card for an online or phone purchase transaction.

Does the prepaid card recipient need to sign an agreement?

Each card is distributed with a schedule of fees and a Cardholder Agreement. The card recipient accepts the terms and conditions of the Cardholder Agreement by signing the back of the card, using the card, or receiving the card by request.

Where can I use my prepaid card?

Since a prepaid card can be used anywhere that MasterCard or Visa is accepted, there are millions of opportunities to shop all over the world, including retail stores and online; you can also use your prepaid card to pay bills online. Some cards provide you with ATM access as well.

What happens if I need to return an item?

Each merchant location has its own return policies and will handle returns in the same manner as any other credit card transaction. They may credit your Visa or MasterCard prepaid credit card, provide a cash refund, or provide a store credit.

Also, be aware that some merchants – for example, restaurants – require the card to have an available balance greater than the actual purchase amount, to ensure sufficient funds for tips or incidental expenses. However, only the actual amount spent will be deducted from the card.