Frequently Asked Questions

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Frequently Asked Questions

What is the TruCash Prepaid Card?

The TruCash Prepaid Visa® Card is a prepaid card—not a credit card or a debit card. Once funds are deposited on your card, you can make in-store or online purchases at millions of locations worldwide where Visa® cards are accepted. (Please note that some internet merchants use fraud protection software and may decline a prepaid card for an online or phone purchase transaction.)

Do I need to activate or register my TruCash Prepaid Card?

For activation, please refer to the instructions on the front of the paper carrier that came with your card. The activation process varies based on the program. Some cards are pre-registered and others require action on the part of the cardholder. In order to use your TruCash Prepaid Card at an ATM, you must request a PIN.

Where can I use my TruCash Prepaid Card?

Your TruCash Prepaid Visa® Card can be used everywhere that the Visa® acceptance mark is displayed (some exceptions may apply). Please check with the merchant before attempting to make a purchase as some merchants do not accept prepaid cards. If a card is used for a foreign currency transaction, a fee will be charged to convert the transaction into the card’s currency. Please refer to your Cardholder Agreement under the Fee Schedule section for further information.

How do I check the available balance on my TruCash Prepaid Card?

There are several ways to check your balance:

  • Visit www.trucash.com and log in to your account. Your cash balance is shown at the top of the page.
  • Call TruCash Customer Service to obtain your card balance at 1-800-624-6171 (Monday – Friday 9 am-5 pm EST; automated IVR service available 24/7).
  • Download the TruCash Wallet app and log in to check your balance. (Note: the TruCash Wallet is not currently available for all programs).
  • Check your balance (cash balance only) at an ATM that displays the Visa® acceptance mark (your PIN will be required). Please note there is a service fee for checking your balance using an ATM. To view applicable fees, visit www.trucash.com, log in to your account and click on Cardholder Agreement.

Do TruCash Prepaid Cards have an expiry date?

Yes. Your TruCash Prepaid Card expires on the last day of the month and year indicated on the front of the card. Certain cards have customized expiry dates based on their specific programs, so please read the Terms & Conditions provided with your card.

What if my TruCash Prepaid Card is lost or stolen?

Lost or stolen cards should be reported immediately by calling TruCash Customer Service at 1-800-624-6171 (Monday – Friday 9 am-5 pm EST; automated IVR service available 24/7) or via email at service@trucash.com. Lost or stolen Prepaid Cards can also be immediately suspended via the TruCash Wallet (Note: the TruCash Wallet is not currently available for all programs). Your card can be replaced if lost, stolen or damaged, provided it was previously registered. Any available balance will be transferred to the replacement card (minus a replacement card fee). See your Cardholder Agreement for details.

Do I need to sign the receipt when purchasing with a TruCash Prepaid Card?

Unless your card has an EMV chip (contactless functionality), you need to sign the receipt so the merchant can compare your signature to the signature on the back of the prepaid card.

Can I make a split payment with my TruCash Prepaid Card?

To make a split payment, you should let the merchant know in advance that you would like to split the payment and advise the merchant of the amount you would like applied against your prepaid card. Please note that some merchants may not allow split payments.

Can I return merchandise purchased using a TruCash Prepaid Card?

For merchandise returns, you must deal directly with the merchant; each merchant has its own return policy. Keep the card and purchase receipts after the balance is depleted, as you may be asked to present them in order to process the return. When the merchant’s policy is to credit the card used for purchases (rather than provide cash or a store credit), the available balance on the card will be increased by the amount of the refund (typically within 3 days).

Can I use my TruCash Prepaid Card at gas station pumps?

When purchasing gas, most gas stations will not allow prepaid cards to be used at the pump; payments must be made in-store with the cashier.
For any other inquiries, please contact TruCash Customer Service at 1-800-624-6171 (Monday – Friday 9am-5pm EST; automated IVR service available 24/7) or via email at service@trucash.com.

Can TruCash Prepaid Cards be used at restaurants or salons?

Yes, but please refer to the Tolerance section for further information.

Can TruCash Prepaid Cards be used for car rentals, hotels or travel reservations?

Yes, but please refer to the Tolerance section for further information.

Can recurring payments be made with a TruCash Prepaid Card?

No, most TruCash Prepaid Cards cannot be used to make recurring payments.

How do I check the available balance on my TruCash Card?

There are several ways to check your balance:

  • Visit www.trucash.com and log in to your account. Your cash balance is shown at the top of the page.
  • Contact TruCash Customer Service at 1-800-624-6171 (Monday – Friday 9am-5pm EST) or via email at service@trucash.com.
  • Call the Automated IVR System (available 24-7) at 1-800-624-6171 (Canada/USA) or 1‐905‐212‐9100 (outside Canada/USA) – a fee may apply.
  • Download the truTap 2.0 mobile app and log in to check your balance. (Note: the truTap app is not currently available for all programs).
  • Check your balance (cash balance only) at an ATM that displays the Visa® and Mastercard® acceptance mark (your PIN will be required). Please note that there is a service fee for checking your balance using an ATM. To view applicable fees, visit www.trucash.com, log in to your account and click on Terms & Conditions – Fees & Limits.

Terms and Conditions

Terms and Conditions

Every prepaid card has a unique set of Terms and Conditions depending on the card’s affiliated program. Terms and Conditions are listed on the back of the carrier that your card was attached to when you received it. If you do not have a copy of that document, please log in to www.trucash.com and click on the Terms and Conditions link.

ATM Access (Automated Teller Machine)

Does my card have ATM access?

Not every card can access ATMs. To learn if your card has ATM access: (1) refer to the carrier your card came in, (2) view Terms & Conditions on www.trucash.com or (3) contact TruCash Customer Service at 1-800-624-6171 (Monday – Friday 9am-5pm EST; automated IVR service available 24/7) or via email at service@trucash.com. Please note there are fees associated with ATM withdrawals and you need a PIN to access your funds via ATM.

What are the ATM fees associated with my card?

Please refer to the Terms and Conditions on the back of the carrier that your card came with or log into www.trucash.com and click on the Terms & Conditions link. For any other questions or further inquiries, please contact TruCash Customer Service.

PIN (Personal Identification Number)

Do I need a PIN?

You need a PIN if you have an EMV chip card. Otherwise, you only need a PIN when withdrawing funds from an ATM or making card-to-card transfers.

How do I request a PIN?

Visit www.trucash.com, log in to your account and click on the PIN Request option. Your first PIN request is free. If you would like to choose/change your PIN, then click on the Select/Change Your PIN option and enter your preferred PIN #. You do not need to know your existing PIN. A fee may be charged for any PIN Request or PIN Change.

Does TruCash know my PIN?

No. If you forgot your PIN, visit www.trucash.com, log in to your account and click on the PIN Request option. A fee will apply for any Change PIN requests. If you would like to change your PIN, click on the Select/Change Your PIN option.

Why did I get the following message: "You have exceeded the number of pin requests you can do today"?

Each computer (IP address) is allowed one Request PIN and one Change PIN per day for your card. For any other questions or further inquiries, please contact TruCash Customer Service at 1-800-624-6171 (Monday – Friday 9am-5pm EST; automated IVR service available 24/7) or via email at service@trucash.com.

Account Profile

How can I change/update my profile?

You can update your profile by visiting www.trucash.com, logging in to your account and clicking on the Edit Profile option. If you have any questions or issues updating your profile, please contact TruCash Customer Service at 1-800-624-6171 (Monday – Friday 9am-5pm EST; automated IVR service available 24/7) or via email at service@trucash.com.

Why do you require additional information about me?

In order to meet bank compliance regulations, TruCash is required to gather certain cardholder information. TruCash maintains all personal data and does not disclose it to any commercial third party. For additional details, please refer to our Privacy Policy.

Will a credit check be done on me?

No. Any personal information and/or Federal ID that TruCash collects is for the sole purpose of complying with banking regulations.
For any other questions or further inquiries, please contact TruCash Customer Service at 1-800-624-6171 (Monday – Friday 9am-5pm EST; automated IVR service available 24/7) or via email at service@trucash.com..

Transaction History

How can I see the transaction history of my TruCash Prepaid Card?

To see your transaction history, visit www.trucash.com, log in to your account and click on the All Transactions menu option. You can see all transactions on this page, including ATM transactions.

Why should I check my transaction history?

It is your responsibility to review your transactions to ensure they are correct. Any errors must be reported to TruCash within 30 days of the transaction date or the transaction will be considered valid and you will not be able to make a claim afterwards.

Fees and Limits

What fees are associated with my TruCash Prepaid Card?

There are no fees for making purchases with the TruCash Prepaid Card. However, there are fees that cover the cost of providing certain services. To view a list of applicable fees, visit www.trucash.com, log in to your account and click on Terms & Conditions – Fees & Limits.

What limits are associated with my TruCash Prepaid Card?

There are certain limits in place to protect the cardholder, such as an ATM Daily Withdrawal or Card Balance limit. For details on these and other card limits, visit www.trucash.com, log in to your account and click on Fees & Limits.

Tolerance

What is Tolerance?

Tolerance is a temporary charge added to your prepaid card when it is used at restaurants, bars and salons (places that typically add gratuities for their services). The tolerance amount may account for up to an additional 20% of your bill. Once the transaction settles, the tolerance amount is no longer held.

Where is Tolerance included?

When using your card at certain locations, such as restaurants, hotels or other venues that often include a tip or surcharge, merchants may add in a tolerance amount—a preauthorization of up to 20% or more—so please ensure you have sufficient funds on the card.

Example: If your total bill at a restaurant is $50, the card may be preauthorized for $50 + 20%. Although you will only be charged for the actual total that is signed for, you will need an available balance of at least $60 on the card for the transaction to be approved.

If your total after adding in the tolerance amount exceeds the balance on the card, the transaction will be declined.