Replacement Cards
Can a replacement card be processed if an account is suspended?
No
What happens when the auto-apply feature is turned on?
If the feature is turned on, the deposit will automatically apply to the card balance the same day it is received.
What causes a negative balance?
This occurs when a card is provisioned and the user’s direct deposit payments are applied before they begin making transactions.
What does a blocked suspension status mean?
This means that they have not made their most recent required direct deposit payment.
What are some unsupported transactions?
* Transferring of funds through CashApp/Venmo/ Paypal
* In person or online gambling platforms
* Using a credit card to pay a loan/credit
* ATM withdrawals
Where can we find a user's shipping address for the card?
Admin or Marqeta
What happens when the auto-apply feature is turned off?
The funds paid are not allocated to the card but will be sent to the marketplace balance if there is any available. If there is no marketplace balance then the funds will be sent to the account balance.
When a user has a credit balance, what are the two options?
The user can choose to leave the funds on their card to pay for future purchases or withdraw the funds to a verified bank account.
What does an overlimit suspension mean?
This means that the user's outstanding balance is over their credit limit.
What are some reasons why a transaction might decline?
* Unsupported Transaction Types
* High Pre-Authorization Amount
* Incorrectly entered card information
* Their card account is suspended
What is the estimated arrival date for the card based on?
This is based on when we receive their first payment and it is applied.
Are we legally able to apply a user's payment to their account?
No
In order for a user to receive a refund of their negative balance, what two things must be true?
They must have a valid bank account on their Perpay profile.
As well as 0 pending payments on their account, and 0 pending transactions on their account
What does it mean when a card suspension is "Delinquent"?
It means that a customer's recent statement's minimum payment has not been paid.
Where can we find a customer's transactions?
Transactions will be visible in Perpay Admin & Marqeta.
Is it possible to track the card in the shipment process?
While we do not have tracking for the card, we do have a (not totally reliable) tool we can use to get more information on the card shipment.
How are cardholders able to turn the auto-apply feature on pre-provisioning?
If someone opts out of auto apply during the application process, they will be advised to call in so we can explain this feature to them and confirm whether or not they would like this to be turned on.
What are the different bank account statuses?
A bank account can be either Pending Verification, Failed Verification, Valid, or Archived.
What are some ways that a customer can get over the overlimit suspension?
To reactivate an account in an overlimit status, the cardholder must pay their balance down below their credit limit.
What is a Pre-authorization hold?
A temporary hold that is placed on a user's card while the transaction is being processed.
If a user's account is less than 30 days old and they would like a replacement processed, what documentation is required?
* Valid ID
* Bank statement or Utility Bill within the last 30 days
How are cardholders able to turn on the auto-apply feature post-provisioning?
If a user is a provisioned cardholder and they would like to turn on the auto apply feature on, they can do so on their PerPay Dashboard. This will be located in their card settings.
When a bank account is in a valid status, what are the next steps for processing a withdrawal?
How does a card become charged off?
When the user's statement minimum payment has not been met for 6 straight statement periods (180-210 days).
How long does it take for a pre-authorization hold to expire?
Any holds that are not lifted will expire after 7 days.