Surprise!
As an administrator, what happens when you call the administrator customer support line?
You're connected directly with a member of our customer support team.
In Pacific Standard Time, at what time does the daily budget reset?
5 AM ET / 2 AM PT the next day
What is the difference between individual alerts and the daily digest?
Individual Alerts are delivered in real time via text message or email. The daily digest is an email summary of all alerts for all cards the administrator manages over the prior 24 hours.
Can the organization’s bank account be billed for fees if family funding is being used?
Yes - if requested, contact the organization's True Link Account Manager who will be happy to set this up for them.
What information do you need to login to the cardholder portal?
Cardholders can navigate to truelinkfinancial.com, select "Login" and then select "Cardholder Login." They don't need a username or password, they just need to enter the last four digits of their card number, their date of birth and the last four digits of their Social Security Number.
In Pacific Standard Time, when does True Link support close?
5 PM PT / 8 PM ET
On what date, and at what time (Pacific Standard), does the monthly budget reset?
5 AM ET / 2 AM PT on the 1st of each month
Where can administrators find out why a charge was blocked?
On the Transactions Tab of the dashboard, you can click on any transaction and see why it was blocked. You can also get email or text messages alerts about blocked transaction in real-time, and see a report of all blocked transactions on the Reports Tab.
Can a family funder change Spending Monitor settings?
No, a family funder is not able to update settings on the Spending Monitor or see the Spending Monitor settings.
How do you “discharge” a card?
You press the Discharge button on the Account tab of the dashboard.
Do we have weekend support for customers?
Yes! We provide live customer support seven days a week during business hours. On the weekends, please leave a message or send an email and we'll get back to you promptly. Account information can be accessed by cardholders and 24/7 via our website and automated phone system.
In Pacific Standard Time, when does the weekly budget reset and on what day of the week?
5 AM ET / 2 AM PT each Sunday
What card-specific reports are available on the dashboard and what do customers use them for?
Administrators can use the "Reports" tab on a card's Dashboard to download three reports about that card:
1. A report of all transactions on the card for any time period you select
2. A monthly statement for any month the card is open
3. A report of all blocked transactions on the card for any time period you select
If a center wants to make a transfer-in upfront from your own bank account and then move it over to a family funder thereafter, can you do that?
Yes - account administrators can update the preferred method of funding at any time. They can get support from their Account Manager or Customer Support with any questions on this.
What happens when a card is discharged?
When a card is discharged the recovery program hands off card administrator responsibilities to the family funder of the card. This means that the family funder gains full administrative access and the recovery program no longer has access to the card.
The cardholder portal displays the...
(name everything for the correct answer)
The card balance, the remaining amount in the daily, weekly, or monthly budget, recent transactions on the card, view-only Spending Monitor settings, card statements.
What is a good strategy for determining which alerts a card administrator might need and want?
Ask them how the cards will be used and what their needs and goals are, then recommend an alerts configuration or set them up to talk with an account manager about the best options.
What can a family funder see on their dashboard?
For Family Funders, there are two different access levels. Clients can choose which access level they'd like family funders to have.
Option 1: Family funders can see transactions made on the card and fund the card from the Funding tab
Option 2: Family funders can fund the card from the Funding tab
Family funders can't see the Spending Monitor or Reports tabs
What is the difference between "bulk updates" and the default Spending Monitor?
The default Spending Monitor allows administrators to put standard settings in place on any new card that get ordered. Bulk updates allow administrators to block or allow individual merchants across any number of their cards at once.
How would you transfer a card to a different card administrator if you needed to?
Just ask your Account Manager!
If on April 15th, you decrease a card's monthly budget settings from $100 to $50, what happens?
Contracting the Budget: If you reduce the monthly budget, progress towards the budget will still be inclusive of any prior spending in the month. If the cardholder has already spent beyond the redefined budget amount, the next transaction will be blocked as spending over limit
What are the ways administrators can receive alerts? How do you set those up?
Administrators can receive notifications in three ways:
- Real-time email alert
- Daily email digest, which summarizes alerts over the last 24 hours
- Text message alert
How many family funders can fund each card? Are there any considerations we should inform customers?
Generally, True Link clients using Family Funding invite one funder per card. If requested by the client, we are happy to help with connecting an additional family funder to a card - please note; however, that both family funders will be able to view all family funder account information.