Using Your Card
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Using Your Card  

To receive the best enjoyment from your Prepaid Visa* Card and avoid declined transactions, please read the following helpful information:

Important Information about your Card
The card is not reloadable and not for use at ATMs, gambling or preauthorized/recurring payments.

Also, some merchants, such as restaurants, hotel and car rental agencies require the Card to have an available balance that is 15-20% greater than the purchase amount to ensure there are sufficient funds to pay for the final anticipated amount of the purchase (for tips, service charges, incidental expenses, etc.). This is a standard practice for merchants who accept Visa cards. In all cases, only the actual amount spent will be deducted from the Card. However, if your Balance does not cover the amount with the added 15-20%, your Card may be declined.

If your Card is past the Card ‘Good thru‘ date printed on the front of the Card please call the number on the back of your Card to speak to Cardholder Services.

Activating Your Card
No activation or set-up is required in order for you to start using your Prepaid Visa Card unless stated otherwise on your Card packaging. However, to ensure your Card is accepted for online purchases and to be eligible for a replacement if your Card is lost or stolen, you must register your Card in the My Account section of this website. Please ensure the information you provide is accurate as it may be requested and validated when you make an online purchase.

Acceptance of Your Card - Online and at Retail Locations
You can use your Prepaid Visa Card wherever Visa cards are electronically accepted, even online1. For online use, you must register your name and address to the card accurately as some merchants will verify this information before a transaction can proceed.

Always Know Your Card Balance
Just like a credit card, merchants have no access to your Prepaid Visa Card balance and cannot automatically deduct the available balance from your Card. This is why it‘s important to always keep track of your Card balance so you can advise the merchant how much to charge to your Card.

There are a number of ways to track your balance and transaction history:
1. Keep a manual running total by subtracting your purchases from the original loaded value.
2. Log in with your Card details on this website to check your balance and transaction history.
3. Call Cardholder Services at the number on the back of your Card.
4. Use the free mobile app zenwallet™.

For purchases greater than your Card balance (Split Payments)
Merchants do not know your card balance so they can‘t automatically deduct the remaining balance off your card. You must tell the merchant before the transaction begins if you want to make a purchase for an amount greater than the remaining balance;

1. Let the merchant know the exact amount to charge to your card, and then
2. Provide another form of payment for the remainder of the bill.

If the merchant can‘t accept more than one form of payment, please use another form of payment for the entire bill. If the merchant tries to charge to your card an amount more than the remaining balance, the transaction will be declined.

Using Your Card at Restaurants and Other Selected Merchants
When using your Prepaid Visa Card at restaurants, you must ensure your Card balance is at least 15% greater than the value of your bill or the transaction will be declined. This is because restaurants and other service-oriented merchants will factor in an additional 15-20% in pre-approval ONLY to cover any tip you may leave on the purchase - you only pay the amount you sign for, which could be more or less than this pre-approval.This same rule applies to hotels, mail order, car rentals agencies and cruise lines. However, we do not recommend using your Prepaid Visa Card for authorizations at car rental agencies or hotels as it may take up to 30 days for any held amounts to be added back to your available balance during which time you will not have access to your funds.

1Online acceptance at all websites cannot be guaranteed due to varying security levels.




We have recently upgraded our login process. All cardholders will need to create a username and password to login. Please use “Need a Login?” above.


Check your balance, transactions and retrieve your PIN using the free zenwallet™ app.
Download the app for free from Google Play or the Apple App Store.