Card Activation and Identity Verification
Can you collect the two forms of photo ID upfront if someone doesn’t want to provide their SSN?
If someone wants to provide documentary identity verification instead of activating a card based on their Social Security Number, you can tell them to email the IDs to documents@truelinkcard.com and call customer support to activate the card directly.
What are the different ways the monthly card fees can be paid? How can transaction fees be paid?
There are two ways that monthly card fees can be paid:
1. Debited from the card balance on the 1st of each month; or,
2. Debited from a connected bank account.
If an administrator wants to add multiple users to their account, how can they do that?
Just email the support team or your account manager. They'll send an invite to the new user and help them get set up with the right level of access.
What does a default spending monitor do?
A default Spending Monitor is a standard set of Spending Monitor settings. For every personalized card ordered, a client can select if they'd like to use these default settings on that card or not.
If you schedule a transfer on Tuesday at 3pm PT, when will the funds be available on the card?
If scheduled prior to 4PM PT, the transfer will take place at 5 AM PT the following morning and be available for use at 7 AM PT next-day. So this transfer requested on Tuesday at 3 PM PT will be available Wednesday morning.
If necessary, how would you collect photo ID from a customer?
Email documents@truelinkcard.com - alert Jackie or Tyler via slack if you need help getting this card activated right away.
What are the fees associated with a True Link Card classic?
The True Link Card has a one-time new card fee of $5 and a monthly fee of $10. Transaction-based fees can be found here: https://www.truelinkfinancial.com/other/schedule-of-fees-and-charges.
When a card is lost or stolen, how does a cardholder get it replaced?
If a card is lost or stolen, a cardholder can report it via the automated phone system, and the card will be automatically deactivated. When a cardholder reports the card lost or stolen, our support team emails the card administrator to check in before shipping a replacement card. An administrator can also report this online.
How would you work with a client to set up the Default Spending Monitor if using temporary cards?
Once the card is ordered they can change or modify the settings for each individual card. For temporary cards, a client can work with you to set up a "test card," then you can help them set the Default Spending Monitor and tell support that the "test card" should default going forward.
How does “emergency funding” work? Who has access to it and how do they get it?
Card administrators are granted access to Emergency Funding on a case-by-case basis. If you are working with a client that could benefit from access to emergency funding just ask an account manager or customer support to set it up.
Emergency funding is now live 24/7, so administrators can click the button to send funds to a card immediately on nights or weekends, in addition to during business hours.
How would you instruct an administrator to activate a temporary card? (formerly referred to as VCC cards)
As an administrator, navigate to your dashboard, search for the last 4 digits of the card, click "activate", and enter the new cardholder's information.
How can transaction fees be paid?
All fees are debited from the card balance, except the monthly fee and fees for expedited card shipping, which can be charged to a connected bank account.
On the Spending Monitor, if you blocked gas stations but allowed Chevron as an individual merchant, would cards work at Chevron?
Yes - individual merchant settings override a merchant category that is blocked. Individual merchant settings can be added or removed at any time from the "Spending Monitor" tab.
Do funds automatically transfer over from a temporary card to a permanent card?
Yes, any funds on the temporary card will transfer automatically to the permanent card.
If you are with someone trying to activate a new card and they fail, what should you do?
Alert Jackie and Tyler - get one of them on the phone with you immediately.
Do you have to pay the $5 new card activation fee for both the temporary card and the permanent card?
Yes - the $5 new card fee will apply to those switching from a temporary card to a permanent card, as well as those who order a new card after the previous one was lost or stolen.
A new expert wants to sign up using EIN and you are instructing them on how to complete this. Specifically, what two steps must they take in order to enter EIN in the correct location?
When signing up for an account, make sure you select the option to sign up as a professional (rather than for a personal account). Then when it asks you to enter your Social Security Number, click on the little lock icon and you'll be able to enter your EIN instead.
Can an organization have multiple default Spending Monitors?
Not really. The way to do this would be to have separate groups of cards (AKA sub-organizations) but most of our card administrators don't need or use this feature.
If you schedule a transfer on Friday at 9pm PT, when will funds be available on the card?
Since the transfer was scheduled after the 4PM PT cutoff on Friday, the system will process the transfer as if scheduled on Monday, then deliver funds for use on Tuesday morning by 7 AM PT.
If someone is an underage FBO cardholder, can we transfer ownership when they turn 18? If so, how would you help them?
We can help with that! Just email our customer support team to order a new card. We'll keep the original card open until that one is activated and can transfer any remaining funds to it.
What fee do we charge for removing funds from a card?
None! Customers can remove fees from a card at anytime, at no cost to them. Just email our customer support team and they'll get those funds removed from the card.
When ordering new cards, which takes longer to ship - a temporary True Link Card, or a regular one? (No need to factor in approval time.)
To order more of these cards, the shipping is the same as regular cards. The great thing about temporary / on-demand cards is that the recovery program keeps a supply of them so cardholders can get them right away.
How can you make an exception to a budget (e.g., medical expenses)?
Unlike merchant settings, administrators cannot make exceptions to defined budgets. If you increase a budget amount, that increased budget is in effect until it is changed again.
A card administrator can receive text notifications about this type of transfer only.
Admins can opt-in to be notified each time a recurring transfer happens (no alerts for one-time transfers). Additionally, admins can opt-in to be alerted when a transaction is blocked or spending occurs over a certain amount.