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Prepaid Virtual Visa or MasterCard FAQs
Prepaid Virtual Visa or MasterCard FAQs
Barak Elisha avatar
Written by Barak Elisha
Updated over a week ago

Mastercard Redemption Process

Visa Redemption Process

Contact Info

Swift prepaid solutions issue prepaid Virtual Visa or Mastercard's. If you or your customers are having issues after receiving the card details, they must contact them directly on +1 (877) 325-8444 or go to or by calling any of these numbers depending on card currency.

Card Currency


Support Number to Call


US or Canadian Dollars



Euros or British Pounds



Japanese Yen



Australian Dollar


*USD/CAD phone support is available Monday–Friday from 8:00 am to 6:00 pm CST.

The update below pertains to specific prepaid cards:

  • EUR Prepaid Mastercard®

  • GBP Prepaid Mastercard®

Effective October 2, 2023, the banking partners that issue prepaid Mastercards in currencies EUR, GBP have announced that all first time recipients of either of these rewards will have to undergo a Know Your Customer ("KYC") process. Previously, recipients did not have to undergo KYC until they had redeemed lifetime rewards of over 150 EUR or GBP.

The information required will typically be limited to Date of Birth, in addition to the standard name, address, and phone number. In certain instances, they may request additional information (copies of ID, proof of address, etc).

I didn't receive the email; what happened?

We always send emails with redemption information instantly. If it did not arrive in your inbox, please check your spam folder. Sometimes corporate email block emails from outside systems or slow them down so you may want to check with you IT. It will be sent to you from email [email protected]. Also, you can always log in to your account and look at the transaction details, including all the redemption information needed to redeem. There is also a button there to resend the redemption email.

What is a Virtual Prepaid Visa Card?

A Virtual Prepaid Visa Card is a 16 digit card account that will be displayed immediately. You can start shopping online, over the phone, or add the card to your favorite retailer or fast food mobile app, wherever Visa debit is accepted. NOTE: A Virtual Prepaid Visa Card cannot be used in a physical store.

Is there a fee for a Physical Prepaid Visa Card?

Yes. There is a $3.00 fee for the creation and shipment of your new Physical Prepaid Visa Card. Virtual cards are free.

How long will it take to receive my Physical Prepaid Visa Card?

Standard delivery is 5 – 7 business days to receive your Physical Prepaid Visa Card. It will be shipped in a plain white envelope. NOTE: For orders outside of the US, delivery times vary.

How long do I have to redeem and spend?

After you receive the redemption link by email:

  • 4 Months to Redeem the reward for a Virtual or Physical Reward

  • 7 months post redemption to spend the rewards for USD and CAD

  • 12 months post redemption to spend the rewards for EUR, GBP, AUD, INR, HKD, JPY

Can I change from a Virtual Prepaid Visa card to a Physical Prepaid Visa Card?

Yes! When you are logged into your Prepaid Center account you can request a physical card from the button below your card.

Can I get cash for my Prepaid Visa Card?

No. There is no option to redeem for cash.

Does my digital token expire?

You will have 4 months to redeem your digital token at the redemption site for USD and CAD currencies. Once you have redeemed for your choice of Prepaid Visa/Master Card, you’ll have 7 months to use your card.

For EUR, GBP, HKD, AUD, JPY, INR currencies, you will have 6 months to redeem your digital token at the redemption site. Once you have redeemed for your choice of Prepaid Visa/Master Card, you'll have 12 months to use your card.

I did not receive my Security PIN. What should I do?

You may be emailed a security PIN after selecting your Prepaid Visa Card, which you will use to complete the redemption process. If you do not receive the Security PIN, you may click the Resend PIN option to have another PIN email sent to you. Be sure to check your junk mail or spam folder for the email. NOTE: The Resend PIN email will be sent to the email assigned to your created user name.

Why is my Prepaid Visa Card being declined?

You can view your transaction history and reasons for the decline in your Prepaid Code Center Account at The prepaid Customer Service team can also be reached through the Contact Us link on

Additional FAQ's

The account and data information below are all about your prepaid solutions account, which is created only if you want to store the virtual cards for later use.

What is a Prepaid Digital Token?

A Prepaid Digital Token is a 14-digit alpha-numeric code. A Token is given to you as a reward or payment for an incentive, promotion, or another type of approved program and will usually be embedded in an email link. When you click the link or enter a valid Token, you can choose from various prepaid card products approved for the program.

How can I get a Prepaid Digital Token?

You can’t buy a Prepaid Digital Token yourself. Instead, prepaid Digital Tokens are distributed by companies to you as a reward or incentive.

Do Prepaid Digital Tokens expire?

Yes. The Prepaid Digital Token has an expiration date, following the Program Sponsor’s rules. Prepaid Digital Tokens can’t be used after expiration, so please pay attention to the date.

Why do I need to create a username and password?

If you may get multiple Prepaid Digital Tokens, you’ll be able to create a password-protected Digital Wallet, where you can see all your cards in one place, including card details, mail dates, balances, PINs, spend history and more.

What are the rules for username and password creation?

For your security, passwords and usernames must be unique and hard to guess.

Digital Prepaid Visa Wallet username rules:

Username and password can’t be the same. Your username must be at least 6 characters and no more than 50 characters.

  • Your username can have letters, numbers and special characters but no spaces.

  • Letters within your username aren’t case-sensitive. If you enter your username as lowercase the first time and uppercase later, both will work.

  • You can use your email address for your username or something else if you’d like.

Digital Prepaid Visa Wallet passwords rules:

  • Your password can’t be the same as your username.

  • Your password must be at least 7 characters and no more than 32 characters, including spaces.

  • Your password must have at least 1 uppercase letter, 1 lowercase letter and 1 number.

  • Your password can have special characters and symbols.

  • Letters within your password are case-sensitive.

I forgot my password. How do I get into my prepaid Visa Wallet?

You can reset your password by clicking on the Forgot Your Username or Password? Link on the home page. You’ll need to enter your username and answer the Challenge Question you set up when you made your Wallet. If your answer matches, we’ll email you a temporary password to use. You’ll pick a new password when you log in.

Why do I need to provide my address?

The address will be used to mail a physical plastic card to you if you choose to get a physical card. The card address is also an important part of making sure you can use your virtual or physical card successfully. Most web merchants run address verification when you check out to make sure that the address of the card and the address you give the merchant are a match. If you move or need to make an address correction for any reason, you can edit the card address at any time.

How do I update my address?

If you need to make an address correction for any reason, log into your Wallet, go to the Menu and click Profile. Here, you can edit your Wallet address, which means that the next card you add to your Wallet will use this address. You can also update the address of an individual card by clicking on a card in your Wallet or clicking on the original email sent to you. Then, select the Edit option next to the address.

What will you do with my personal information?

Your information will only be used to create, deliver and service your card. We will never sell it to other companies or use it to market to you.

I didn’t get my verification email. What should I do?

You may be sent a verification email when giving your profile information, which helps us verify your identity and protect your card. If you don’t get the email within one minute, check your junk mail or spam folders first. You can also click Resend to have another email sent.

How do I learn more about virtual and physical plastic cards?

When looking at card options, you can click on the FAQ button to read Frequently Asked Questions and learn more about how virtual cards and physical plastic cards work and how to spend them. You can also click on a card in your wallet or on the original email sent to you to read the FAQs and Terms for that card.

I haven’t gotten the physical plastic card I chose. What should I do?

We’ll send you an email when your card ships to let you know it’s on the way. You should get this email within just a few business days of making your choice. Then, allow standard mailing timeframes for your card to arrive. If you’ve waited and still haven’t gotten your card, please contact prepaid solutions on the numbers above.

How do I look at my cards?

You can see card details at any time by clicking the original email link that was sent to you. Or, if you created a username and password for your Digital Wallet, log in and click on the card you’d like to look at. You’ll be able to see card details, mail dates, balances, PINs, spend history and more.

I think another Prepaid Digital Token was sent to me, but I can’t find it. What should I do?

First, check your junk mail or spam folder for an email sent to you by If you can’t find it, please log in to your account at and view the transaction details, including all the redemption information.

Prohibited countries for USD:

Albania, Bahamas, Barbados, Belarus, Benin, Brazil**, Bosnia and Herzegovina, Burkina Faso, Burundi, Cambodia, Cayman Islands, Central African Republic, Chad, China**, Colombia, Comoros, Congo (Brazzaville), Congo Dem. Rep., Croatia, Cuba, Dominican Republic, Equatorial-Guinea Eritrea, Guinea, Guinea-Bissau, Haiti, Hong Kong, India**, Iran, Iraq, Laos, Lebanon, Lesotho, Liberia, Libya, Macedonia (Former Rep. of Yugoslav) Madagascar, Montenegro, Myanmar (Burma), Nicaragua, North Korea, Panama, Russia**, Serbia, Somalia, South Sudan, Sudan, Syria, Uganda, Ukraine, UN Interim Admin Mission in Kosovo (UNMIK), Venezuela, Yemen, Zimbabwe,

**Physical prohibited, virtual allowed

Prohibited countries for CAD:

Afghanistan, Angola, Azerbaijan, Bahamas, Bangladesh, Barbados, Belarus, Bolivia, Bosnia and Herzegovina, Botswana, Brazil**, Burundi, Cambodia, Cameroon, Central African Republic, Chad, China**, Comoros, Congo (Brazzaville,) Congo Dem. Rep., Cuba, Djibouti, Dominican Republic, Ecuador, El Salvador, Equatorial Guinea, Eritrea, Ethiopia, Gabon, Gambia, Ghana, Guatemala, Guinea Bissau, Haiti, Honduras, India**, Iran, Iraq, Jamaica, Kazakhstan, Kenya, Kyrgyzstan, Laos, Lebanon, Liberia, Libya, Madagascar, Malawi, Maldives, Mali, Mauritius, Mauritania, Mexico, Mozambique, Moldova (the Republic of), Myanmar (Burma), Nepal, Nicaragua, Nige, Nigeria, North Korea, Pakistan, Panama, Papua New Guinea, Paraguay, Russia **, Sierra Leone, Somalia, South Sudan, Sudan, Syria, Tajikistan, Togo, Tunisia, Turkey, Turkmenistan, Uganda, Ukraine, Uzbekistan, Venezuela, Yemen, Zimbabwe

**Physical prohibited, virtual allowed

EUR/GBP prepaid cards can only be issued into EEA and United Kingdom

EEA countries: Austria, Belgium, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Gibraltar, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Spain, Sweden, United Kingdom

AUD prepaid cards can only be issued into Australia

JPY prepaid cards can only be issued into Japan

INR prepaid cards can only be issued into India

CNY prepaid cards can only be issued into China

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