Frequently Asked Questions

Amid ongoing concerns about the coronavirus COVID-19, we are closely monitoring the latest reports from the Centers for Disease Control and Prevention (CDC) and the World Health Organization (WHO). As we take a number of precautionary measures for the health and safety of our employees, customers, and partners, we want to address questions we have received regarding customer orders and our business operations.

Due to COVID-19 work and travel restrictions, our call centers are currently experiencing unusually long wait times.  As the situation evolves, these restrictions may affect card shipments to and from impacted areas. As we continue to support our customers during this difficult COVID-19 situation, you can continue to stay in control of your account 24/7 by logging into your account online. 

We apologize for any inconvenience. Please visit this site again for the latest updates.

Simply present your Prepaid Card at the time of payment. Press "credit" on the keypad and sign the receipt. As you use your Card, the balance is reduced by the full amount of each purchase including taxes, charges, and other fees, if any. You can use your Prepaid Card to pay the full amount of the purchase and applicable taxes, as long as the balance on the Card is sufficient. If you want to make a purchase for an amount greater than the remaining balance by using two payment methods, you must notify the merchant before completing the transaction. Not all merchants may accept split transactions. Your Prepaid Card may not be used to pay at the pump at some fuel stations (unless prepaid product is restricted for diesel purchases).

Your Prepaid Card is activated at the time of purchase. Be sure to sign the back of your Card as soon as you receive or buy it. We recommend you write down the Card number and the Customer Care number on a separate piece of paper in case your Prepaid Card is lost or stolen. Please keep this information in a safe and secure place.

Log in to your account by visiting the Manage Card page or call the number listed on the back of your Card. Remember, merchants may not be able to check the balance on your card, so it is better to be aware of it before you spend.

Some purchases require a preauthorization wherein the merchant sends in a transaction for a higher amount than the purchase. This most often occurs at restaurants or other service-related merchants. When dining out, restaurants typically add 20% to your total to account for the tip. We are required to approve and hold funds based on the estimated total until the merchant finalizes the transaction. Merchant finalization can take up to 7 days.

Yes! Enjoy using your Prepaid Card to shop online at any merchant accepting your card association. To shop online, you will need to assign a Postal Code to your Card. To make this assignment, simply log in to you account by visiting the Manage Card page.

To shop online, you will need to assign a Postal Code to your Card. Simply log in to your account and visit the "Assign Postal Code" page. Here you can register your Postal Code for the first time or update your existing Postal Code.

No, your Prepaid Card cannot be used for recurring billing.

The Prepaid Card cannot be used at ATMs nor can you get cash back at point of sale.

Prepaid Cards are available in the following denominations: $25, $50, $100, $200 (Mastercard) and $50, $75, $100, $150, $250 (Visa). OneVanilla Mastercard cards are available in denominations from $20 - $500.

If you believe your Prepaid Card is lost or stolen, please notify Customer Care IMMEDIATELY. You will be asked to provide the Card number and other identifying information. We cannot provide a replacement unless you provide your Card number and all other requested identifying information.

The funds on your card never expire, even when the card does. If there is still an available balance on your Prepaid Card at the time that it expires, you can call Customer Care to request that a replacement card be mailed to you.

Apart from the Activation Fee which is due at the time of purchase, the only other fee applicable to your Prepaid Card is a 2.5% foreign exchange service fee on all transactions made in a foreign currency.