Frequently Asked Questions

Convenient Access Visa Prepaid Card Questions

Convenient Visa Gift Card Questions

Convenient Visa TravelMoney Card Questions

Convenient Visa Incentive Card Questions

Convenient Access Visa Prepaid Card Answers

  • How can I check my card balance and review transactions?
  • There are two ways to do this:
    1. Online, free of charge, by logging in to your cardholder account at the Convenient Cards Cardholder website (www.convenientcards.com).
    2. By calling Customer Service at 1-800-486-0292.
  • How do I create an online card account?
  • To create an online cardholder account go to www.convenientcards.com and click on the link to the Cardholder Login. Follow the instructions to Activate/Register Card. Creating an online card account will make it easy for you to review your card transactions, change your PIN and set up text and email alerts.
  • What do I do if I've forgotten my PIN or I want to change my PIN?
  • Either:
    1. Call Customer Service at 1-800-486-0292 and follow the automated prompts to "To reset your PIN".
    2. Log in to your cardholder account at the cardholder website (www.convenientcards.com) and select “Change PIN or “Reset PIN”.
  • What do I do if my card is lost or stolen?
  • Please call Customer Service immediately at 1-800-486-0292. Customer Service will “block” your card so no transactions can take place and will assist you in getting a replacement card.
  • What do I do if there are charges on my card that I did not authorize?
  • Please call customer service at 1-800-486-0292 to learn how to file a dispute.
  • How do I put money on my card?
  • There are three ways to load your card:
    1. You can value load your card at the financial institution where it was purchased.
    2. You can transfer funds to your Access Card electronically from a registered bank account. You can register a bank account by logging into the Cardholder Website and following the instructions.
    3. You can have your payroll and government benefits direct deposited into your card account by providing them with the Direct Deposit Routing and Account numbers shown on the card carrier that your card was attached to at the time of purchase. It is also available by logging into the Cardholder Website. You will find it by selecting "Set up Direct Deposit" under the "Load Funds" menu.
  • How much money can I load on my Access Card?
  • Your Access Card has a maximum card balance of $10,000.00. When loading at a financial institution, you may load up to $5,000.00 per month cumulatively amongst all cash loads for that month. When loading via Direct Deposit, your deposit amount is limited only by the maximum card balance.
  • Can I make a purchase larger than my balance?
  • Yes. If you know your available balance before you make a purchase, you may ask the merchant to split the payment by paying the balance of your purchase with cash or another form of payment.
  • Is it possible for merchants to hold more of my card balance than the purchase amount?
  • Yes, here is how to minimize the inconvenience:
    • at gas stations, consider paying inside with the attendant for the exact amount and signing the receipt
    • at restaurants, avoid changing your mind and paying the bill in cash after having handed out your card, as it may result in the restaurant "forgetting" to remove the hold on your card, which will result in the hold staying there for up to 10 days.
    • at hotels, cruiselines or car rental companies, avoid using another card or paying in cash after having handed out your Convenient Visa Prepaid Card, because the hotel or car rental company may not release the hold properly, resulting in the hold staying on your card for an extended period. If this happens, please contact the hotel, cruiseline or car rental company to request that they release the hold on your card. If they cannot, please contact Customer Service at 1-800-486-0292 and ask a Customer Service Representative for instructions on how a merchant can request Convenient Cards release the hold the merchant has placed on your card.
  • How do I return a purchase?
  • We advise that you keep all of your receipts until your transactions are posted on your online card account. Should you need to return an item, return the purchased item to the merchant with the receipt. The merchant will process a credit back to your prepaid card account for the value of the returned item. The credit should appear on your online card statement usually within a week of the return.
  • Can I pay bills online with my Card?
  • Yes. Log in to your cardholder account at the cardholder website (www.convenientcards.com) and follow the instructions for setting up electronic bill pay.
  • Can I get balance and transaction notifications?
  • Yes. Log in to your cardholder account at the cardholder website (www.convenientcards.com) and follow the instructions for setting up alerts.

Convenient Visa Gift Card Answers

  • Will my gift card work for online and phone purchases?
  • Your card must be registered before merchants will accept it over the telephone or internet. Registering your card will also allow you to request a replacement card should yours become lost or stolen.
  • Will my gift card work for recurring charges like subscriptions?
  • Your gift card is intended for non-recurring purchase transactions and not for membership transactions or bill payments. Visa prohibits this card from processing transactions coded by a merchant as “recurring”.
  • Can I access cash from my gift card?
  • No, you cannot access cash (at any time) from your Card via an ATM or a point of sale terminal.
  • Can I pay for gas at the pump?
  • To purchase gas, have the attendant process the transaction inside - do not swipe the card at the pump.
  • How do I use my gift card at a restaurant, hotel or rental car agency?
  • You may use your gift card at a restaurant. However, it is common for service-oriented merchants to automatically factor in an additional 25% to cover any tip you may leave on the card. If your total bill, after adding in the additional 25%, exceeds the amount on the gift card, it will be declined.

Convenient Visa TravelMoney Card Answers

  • How can I check my card balance and review transactions?
  • There are two ways to do this:
    1. Online, free of charge, by logging in to your cardholder account at the Convenient Cards Cardholder website (www.convenientcards.com).
    2. By calling Customer Service at 1-800-486-0292
  • How do I create an online card account?
  • To create an online cardholder account go to www.convenientcards.com and click on the link to the Cardholder Login. Follow the instructions to Activate/Register Card. Creating an online card account will make it easy for you to review your card transactions, change your PIN and set up text and email alerts.
  • What do I do if I've forgotten my PIN or I want to change my PIN?
  • Either:
    1. Call Customer Service at 1-800-486-0292 and follow the automated prompts to "To reset your PIN".
    2. Log in to your cardholder account at the cardholder website (www.convenientcards.com) and select “Change PIN or “Reset PIN”.
  • What do I do if my card is lost or stolen?
  • Please call Customer Service immediately at 1-800-486-0292. Customer Service will “block” your card so no transactions can take place and will assist you in getting a replacement card.
  • What do I do if there are charges on my card that I did not authorize?
  • Please call Customer Service at 1-800-486-0292 to learn how to file a dispute.
  • How do I put money on my card?
  • You can value load your card at the financial institution where it was purchased.
  • How much money can I load on my TravelMoney Card?
  • Your TravelMoney Card has a maximum card balance of $5,000.00. Your card can be reloaded once every thirty days for travel-related spending needs.
  • Can I make a purchase larger than my balance?
  • Yes. If you know your available balance before you make a purchase, you may ask the merchant to split the payment by paying the balance of your purchase with cash or another form of payment.
  • Is it possible for merchants to hold more of my card balance than the purchase amount?
  • Yes, here is how to minimize the inconvenience:
    • at gas stations, consider paying inside with the attendant for the exact amount and signing the receipt
    • at restaurants, avoid changing your mind and paying the bill in cash after having handed out your card, as it may result in the restaurant "forgetting" to remove the hold on your card, which will result in the hold staying there for up to 10 days.
    • at hotels, cruiselines or car rental companies, avoid using another card or paying in cash after having handed out your Convenient Visa Prepaid Card, because the hotel or car rental company may not release the hold properly, resulting in the hold staying on your card for an extended period. If this happens, please contact the hotel, cruiseline or car rental company to request that they release the hold on your card. If they cannot, please contact Customer Service at 1-800-486-0292 and ask a Customer Service Representative for instructions on how a merchant can request Convenient Cards release the hold the merchant has placed on your card.
  • How do I return a purchase?
  • We advise that you keep all of your receipts until your transactions are posted on your online card account. Should you need to return an item, return the purchased item to the merchant with the receipt. The merchant will process a credit back to your prepaid card account for the value of the returned item. The credit should appear on your online card statement usually within a week of the return.
  • Can I pay bills online with my Card?
  • No. Your TravelMoney card is intended for travel-related expenses. To pay bills online, purchase a Convenient Access Visa Prepaid Card.
  • Can I get balance and transaction notifications?
  • Yes. Log in to your cardholder account at the cardholder website (www.convenientcards.com) and follow the instructions for setting up alerts.

Convenient Visa Incentive Card Answers

  • Will my incentive card work for online and phone purchases?
  • Your card must be registered before merchants will accept it over the telephone or internet. Registering your card will also allow you to request a replacement card should yours become lost or stolen.
  • Will my incentive card work for recurring charges like subscriptions?
  • Your incentive card is intended for non-recurring purchase transactions and not for membership transactions or bill payments. Visa prohibits this card from processing transactions coded by a merchant as “recurring”.
  • Can I access cash from my incentive card?
  • No, you cannot access cash (at any time) from your Card via an ATM or a point of sale terminal.
  • Can I pay for gas at the pump?
  • To purchase gas, have the attendant process the transaction inside - do not swipe the card at the pump.
  • How do I use my gift card at a restaurant, hotel or rental car agency?
  • You may use your incentive card at a restaurant. However, it is common for service-oriented merchants to automatically factor in an additional 25% to cover any tip you may leave on the card. If your total bill, after adding in the additional 25%, exceeds the amount on the gift card, it will be declined.