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Questions & Answers
The following information represents some of the most frequently asked questions posed to Ingenicard Customer Service Representatives and the respective answers. If you shall require further information, please contact us and a Customer Service Representative will be pleased to assist you. The number to call is: 1-888-359-9379 or speak to your Local Agent or Representantive.
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HOW IT WORKS |
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How do the cards work? |
The cards work in much the same way as a prepaid/prefunded card. Cardholders can use their card for anything they want, up to the value of the card, at authorized establishments.
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Is a card a credit card? |
No, the card is a prepaid/prefunded card. It can be loaded with any amount you select between the authorized limits.
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How do I send money to a friend, or relative? |
Sending money to someone is quick and easy. Simply make a Reload, or funding transaction, or a card to card transfer to the recipient�s card.
The recipient will have access to his/her money immediately if the funding transaction was conducted at an authorized establishment.
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How does the beneficiary get the money? |
The recipient, or the
beneficiary, can get his/her money by simply conducting a Cash Back /
Payout transaction at an authorized establishment, or at ATMs displaying
our logo.
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Is there an age limit to get a card? |
Yes, to get a card the person has to be older than 13 years old.
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How much does it cost? |
Your card provides you with competitive rates. For fees information please CLICK HERE.
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What makes the card different from other cards? |
Your card can be used
wherever Ingenicard is accepted. Unlike traditional debit cards, our
card operates over a secure private network, allowing you to make
purchases at stores participating in the private network.
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How much money can I put on a card? |
You can get a Classic Member Card and load it with any authorized amount.
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Can I obtain more than one card? |
Yes, you may have
additional cards, which you could use for different purposes such as:
controlling your budget, a telephone calling card, a traveler�s card,
etc. The Company maintains no limit to the number of cards you can open.
However, legal issues may require United States customers to limit the
number of cards they may open. Non-United States resident customers may
open additional cards. The Company reserves the right to give
information to any government authority in order to prevent unlawful and
fraudulent use of the system.
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How do I report a lost or stolen card? |
What you must do if your card should become lost or stolen, is to immediately cancel the card by any of the following ways:
- Contact our Customer Care Department
- Report a lost / stolen card online under Customer Services Menu
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What happens when I spend all the funds on my card? |
Once funds on your card
are depleted, your card will no longer be accepted as a form of payment.
Most of our cards, however, can be reloaded.
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How long can I use the card? |
Your card expire with 5 years.
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Are there monthly / annual fees associated with the cards? |
A monthly or annual fee may exist. For information the fees, please access your virtual account
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What if I have a remaining balance after my card expires? |
In the event
that your card expires, you have two choices: For a reissue fee, we can mail a
new card to you. The new card will have a new expiration date, and will be good
for five years from the date of reissue. Or, if you prefer, we can mail you the
remaining balance, minus a fee check-processing issuance fee. (Check our list of
fees on your virtual account). For either option, please contact our Customer
Service at
1-888-359-9379.
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GETTING A CARD |
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How do I get a member card? |
This can be done by registering in our website. Your card will arrive within a few days (please refer to How long does it take to receive a card?).
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Is a card a credit card? |
No, the card is a prepaid/prefunded card. It can be loaded with any amount you select between the authorized limits.
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Can I cancel an order? |
Once you submit an order, you cannot cancel it. Please make sure that you have entered the correct information before submitting your order.
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DELIVERING THE CARD |
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How long does it take to receive a card? |
After placing your order for any of our physical cards, we process it and, within 8 to 15 business days, your card is produced and sent via First Class mail. You receive your card in the average number of days it takes the US Post Office to deliver mail from our card issuance facility to your destination. The Company cannot guarantee or expedite the delivery of the Regular Post Office and you can not specify the deadline for delivery of cards out of the USA..
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Can I get the card anywhere in the world? |
Yes, the card can be delivered to anyone in the world. However, we dont send cards to post office boxes, APO or FPO addresses, and we reserve the right to refuse delivery to certain international addresses.
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How will the card look when I get it? |
The card is delivered in a special envelope containing a welcome letter with the card attached. The card features the cardholders name (on Member Cards). The envelope also includes a Card Service Agreement.
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What should I do if I do not receive my card? |
If the card has not arrived at the shipping address within a reasonable amount of time (varies from country to country) please call Customer Service at 1-888-359-9379 or speak to your Local Agent or Representantive. .
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ACTIVATING THE CARD |
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How do I activate the card, once I receive it? |
Unless clearly specified in your fulfillment materials, your card will already be activated when it arrives.
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WHERE CAN I USE THE CARD? |
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How do I find the nearest establishment where the card is accepted? |
You may visit the Locator menu on our website to find the nearest authorized establishment.
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How can I locate a participating bank machine, or ATM? |
You may visit the Locator menu on our website to find the nearest authorized ATM location.
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Can I use my card at more than one establishment ? |
Yes, as long as there are sufficient funds remaining on the card, most cards are accepted at all of our authorized establishment.
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Can I use the card for online purchases? |
Absolutely! You can use the card for purchases anywhere it is accepted. Visit our Virtual Mall for more information on Internet authorized establishment.
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Can I use the card at an ATM to withdraw money? |
Depending on the type of card you possess, you can use the card at any ATM displaying the symbols on the back of your card (some cards can only be used on our private network. The Company will deduct a service charge, based on our pricing schedule, for each withdrawal and any additional non-Company ATM charges directly from your card remaining balance. Depending on the ATM operator, your withdrawal amount may be limited.
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WHAT CAN I USE THE CARD FOR? |
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How do I make purchases at a store using my card? |
When shopping at a location that displays the Company card symbols (found on the back of your card), you simply present your card to the participating merchant. The merchant will enter the amount of the purchase and then request you to authorize the transaction. You authorize the purchase by entering your PIN into a Point Of Sale Device. The merchant will provide you with a receipt. On DirectPay transactions, your card is debited and the Merchants card is credited with the corresponding purchase amount.
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Can I make a purchase for more than the amount remaining on the card? |
Not for the total amount of the purchase, but you can tell the cashier or merchant the amount you want to pay with your card and then pay the remainder through other means. If you do not tell the cashier or merchant and try to make a purchase for more than the amount remaining on your card, then the transaction will be declined because of insufficient funds. For this, and for other reasons, it is important to keep track of your card balance.
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Can I add more money to the card? |
Yes, our cards can be reloaded, you can recharge your card by visiting the largest banks in the U.S. or authorized recharge centers in the U.S.. Access your online account and see all the methods of recharges allowed.
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Can I make telephone calls, or use it as a calling card? |
Yes, you may use your card as a telephone calling card. Simply log on to your account and, under the Transactions menu, select Long Distance Feature. Here you will be able to purchase a calling card for the amount you desire.
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MANAGING THE CASH CARD |
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How can I check the balance on my card? |
You can check your balance and transaction history online at our website. Your
home page will show you the current balance of your card.
You may also
call our Customer Service at
1-888-359-9379.
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Can I change my address and telephone number after receiving a card? |
Yes, you can edit the address and telephone number on your card profile when viewing the Administration features. After you log in to view these options, you can select Update Personal Information to make the appropriate changes.
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How do I change my PIN? |
You may change your PIN, free of charge, at any time by visiting our website and clicking on the Security-Configuration option under the Administration menu and selecting Set ATM/POS PIN and follow the instructions in the page. (your virtual account).
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How do I get statements of my card transactions? |
You may get statements On-Demand at any time by selecting the Statement / Reports option from the Administration menu in your virtual account.
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CALLING CARD - TELECOMMUNICATIONS SERVICES IN USA |
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How does Long Distance Service work from USA? |
Using the system is very simple. When you dial the access number before each call this sends a signal to your local phone company that this call is to be processed by Ingenicard, and we route it over the competitive cost route available using one of our multiple long distance wholesale suppliers. Our system rates your call and then debits your Ingenicard card in the amount of the call
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How do I make a long distance call using my Calling Card? |
Simply dial the access number from the country you are in and follow the instructions, which are available in English and Spanish. You will be prompted to enter your PIN number, after which time you can dial the number you wish to call and you will be connected. Its that easy!
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Do I have to make my long distance calls at a certain time of the day to still save money with the Company? |
The Company competitive long distance rates are available 24 hours a day, 7 days a week! With the our long distance service, you save all day long!
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If I use someone other than the local phone company for my long distance calls, can I still use the Company? |
Yes, you can access the Company competitive long distance rates by simply dialing our local or toll free access number, regardless of your local or long distance providers.
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I attempted to make a long distance call with your service and it didn't work. When I tried the call with my local phone company it worked just fine. How come? |
La siguiente información representa algunas de las preguntas más frecuentes realizadas a nuestros Representantes del Servicio al Cliente y sus respectivas respuestas. Si usted requiere información adicional, por favor contáctenos y un Representante de Servicio al Cliente con gusto lo asistirá. El número a llamar es: 1-888-359-9379 o hable con su Agent o Representante Comercial.
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1-888-483-8363 
