Frequently Asked Questions

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).

– New Anti-money laundering restrictions in the European Union have placed spending limits on prepaid cards issued outside of EU (Canada):
– Online* and in-person spend in the EU is limited to 50€ per transaction.
– Multiple transactions can be made as long as each one is under 50€.

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.

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

Yes! Enjoy using your Prepaid Card to shop online at any merchant accepting your card association. To shop online, simply enter your Postal Code at checkout. Your Postal Code does not need to be registered prior to spending online.

If you have sufficient funds to cover the purchase, you were most likely declined due to security and safety measures in place to protect your Gift Card funds. Use your Card in-person or at a different merchant online and make sure to include the card security code.

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

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.

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.

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.

You can report a problem in two different ways:

1. Login to VanillaPrepaid.com and select Report a Problem on the “Manage Your Card” page or,
2. Select Report a Problem under the “Have a Problem?” dropdown at the top right corner of this page.

From there, you can select which issue you are having to report.

If you need to report unauthorized use of your Card, you can do so in two different ways:

1. Login to VanillaPrepaid.com with your Card credentials and select Report a Problem or Don’t Recognize a Transaction on the “Manage Your Card” page or,
2. Select Report a Problem under the “Have a Problem?” dropdown at the top right corner of this page.

From there, select Unauthorized Transaction as your issue and continue with submitting the case.

If you need to replace your Card, please call the customer service number located on the back of your Card.

You can track the status of a case in two different ways:

1. Select Track a Problem on the homepage and input your Case # into the field or,
2. Login to VanillaPrepaid.com and select “Track a Problem” on the Manage Your Card page.

You can report this problem in two different ways:

1. Login to VanillaPrepaid.com with your Card credentials and select Report a Problem on the “Manage Your Card” page or,
2. Select Report a Problem under the “Have a Problem?” dropdown at the top right corner of this page.

From there, select Incorrect Balance as your issue and continue with submitting the case.