Help for Users Trying to Access to a VISA eReward Card
If you are unable to view the VISA eReward at the VISA site, try these troubleshooting steps:
- Turn off pop-up blockers
- Connect directly to the internet (not through a VPN)
- Access from home instead of at work to avoid a firewall blocker
- Confirm that your web browser is up to date (use Chrome, Firefox, Safari)
- Clear your browser cache and/or cookies
- Use an incognito window
Help for Users Trying to Spend a VISA eReward Card
The team at VISA asks that you contact them directly:
- Phone: 1-833-634-3155
- Online: yourrewardcard.com/help
- Postal mail: Reward Card Customer Care, PO Box 826, Fortson, GA 31808
Frequently Asked Questions
Getting Started
| How do I use my card? | Present your card at the time of payment. Press "Credit" on the keypad and sign the receipt. If you wish to use your card for a debit transaction, you will need to select a PIN of your choice for your card. See the FAQ under "Security & Fees" to learn more about selecting your PIN. |
| How do I activate my card? | If your card needs to be activated, please call the customer service number on the Help page or go to the Activate Card tab on the Home page. The Vanilla Reward Card can only be activated using the customer service number. We recommend that you write down your card number and our customer service number on a separate piece of paper in case your card is lost or stolen. |
| How do I check my card balance? | You can check your balance by logging into YourRewardCard.com with your card credentials or by calling the phone number located on the Help page. |
| Can I get cash with my card? | Please refer to your Cardholder Agreement for details about cash access. |
| Can my card be used internationally? | Some cards can be used internationally. See Cardholder Agreement for details on where your card can be used. |
How to Use Your Card
| Where can I use my card? | The card can be used everywhere Visa debit cards or debit Mastercard are accepted in the U.S. and District of Columbia. Some cards can be used internationally. Some exceptions may apply. See Cardholder Agreement for details on where your card can be used. |
| Can I use my card to pay for recurring billing or monthly subscriptions? | No, your card cannot be used to pay for recurring billing or monthly subscriptions. |
| Can I use my card to shop online? | You can use your card to shop online at most websites in the U.S. that accept Visa or Mastercard debit cards. Here's how:
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| Can I use my card to shop in-store? | You can use your card to shop in-store with merchants that accept digital wallet payments, including Apple Pay, Google Pay, and Samsung Pay. Please note acceptance of Visa Reward cards are solely at the merchant’s discretion. |
| How do I add my card to a digital wallet? | Open your digital wallet on your mobile device.
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| What billing address do I use for online transactions? | Use your mailing address in the Billing Address section during checkout. If a merchant declines your card due to address verification, please reach out to them directly for assistance or try using your card at a different merchant. Your card cannot be used with payment apps like PayPal, Venmo, Cash App, or similar services. |
| What if the balance remaining on my card cannot cover the full amount of a transaction? | If you need to make a purchase that is greater than the amount on your card, most merchants will allow you to use a second payment method (cash, check, credit card, or debit card) for the difference. Please check with the cashier prior to processing the transaction as some merchants may not allow split tender transactions. |
| Why is the merchant charging me for more than what I signed on my receipt? | For certain purchases made at gas stations, hotels, restaurants, salons, rental car companies, and cruise ships, merchants may pre-authorize or hold an amount greater than your purchase for tips or estimated charges. Your transaction may be declined if there are not enough funds to cover the preauthorized amount. These funds will be released when the transaction is finalized. |
| Can I transfer funds from one card to another? | No, you cannot transfer funds from one card to another. |
| Can I reload my card? | The card is not reloadable. |
| How are merchandise returns processed? | If the merchant agrees to a refund for goods or services obtained with your card, you agree to accept credits to the balance on your card in place of cash. The credit will reflect on the card within 30 days. Note: any credits that exceed the face value of the card may be declined or take up to 30 days to process. |
| Can I use my card at gas stations? | Yes, you can use your card at gas stations. However, please be aware some merchants place a hold of up to $175 on your card when you pay at the pump. The hold is only temporary until the transaction is finalized. While the hold is typically brief, it may remain on your card for up to 10 business days. Once the transaction is finalized, you will only pay for the gas you purchased. If your card does not have a balance of at least $175 or more, it may decline. We recommend you pay inside with the attendant for the exact amount so that your card isn't declined. |
| How do I dispute my card transactions? | If you believe someone has made an unauthorized transaction or an error has occurred with your card, please contact us IMMEDIATELY by calling the phone number on this Help page. We are not responsible for the delivery, quality, safety, legality or any other aspect of goods and services that you purchase with your card, and you should contact the merchant directly to resolve such disputes. |
| Why is my card declined? | Your card may be declined if there aren't enough funds to cover the full purchase amount. Some merchants also place temporary holds that reduce your available balance. In some cases, your card may be declined if the store or website isn't part of the approved network for your card. |
| What do I do if my card is in an ON HOLD status? | Your card is unable to be used at this time. Please immediately call the customer service number on the Help page. |
Security & Fees
| What are the fees associated with my card? | Please refer to your Cardholder Agreement for details about fees. |
| What if my card is lost or stolen, how do I get a refund or a replacement card? | If you believe that your card has been lost or stolen, you need to notify us IMMEDIATELY. You can do this by calling customer service at the number on this Help page. You will be asked to provide the card number and other identifying information. We cannot provide a replacement card if you do not have your card number. If our records show that a balance still remains on the card, we will cancel the card, and upon your request, issue a replacement card to you in an amount equal to the remaining balance less any applicable fees. See Cardholder Agreement for details. |
| How do I select a PIN for my card? | While a PIN is not required to use your card, for your convenience, you may add a PIN to your card. Select a 4-digit PIN of your choice during your first debit or PIN transaction. The PIN that you enter at the register at that time will be your PIN for all future PIN transactions. |
| What do I do if I forget my PIN? | Your card can always be used for credit transactions without a PIN. But if you would like to clear your PIN, you may do so by calling the customer service number on the Help page. Once you have cleared your PIN, you will need to select a new 4-digit PIN of your choice during the next use of your card for a PIN transaction. Or you can reset your PIN online by logging into YourRewardCard.com with your card credentials and choosing "Manage PIN". |
| Does the card expire? | Please refer to your Cardholder Agreement for details about card and fund expiration. |