FAQs

The Card is a prepaid card loaded with a specific amount of U.S. dollars. This Card is not a credit card or charge card that allows you to make purchases and pay later, and using the Card will not affect your credit history. The Card is not connected in any way to any other account. You will not receive any interest on the funds on your Card. The Card will remain the property of the Bank and must be surrendered upon demand. The Card is nontransferable and may be canceled or revoked at any time without prior notice except as required by law.

Your TruCash Visa Prepaid Card can be used everywhere Visa debit cards are accepted, in-store or for online shopping (some exceptions may apply). Please check with the merchant before attempting to make a purchase as some merchants do not accept Prepaid Cards. If a card is used for a foreign currency transaction, a Foreign Exchange fee (2.5%) will be charged to convert the transaction into the card’s currency. Please refer to your Cardholder Agreement, under the 'Card Fees' and 'Foreign Transactions' section, for further information.

Lost or stolen cards should be reported immediately by calling Customer Service at 1‑800‑624‑6171 (Monday ‑ Friday 9AM‑9PM ET) or via email at service@truuniverse.com. Lost or stolen TruCash Visa Prepaid Cards can also be immediately locked via the App (Note: The TruWallet™ app is not available for all programs). Your card can be replaced if lost, stolen or damaged, provided it has been previously registered. Any available balance will be transferred to the replacement card (less a Reissue Card fee).

For activation/registration information, please refer to the instructions on the front of the carrier that came with your card. Card activation/registration varies based on the program.

Yes. The TruCash Visa Prepaid Card expires on the last day of the month and year indicated on the front of the card. Please refer to your Cardholder Agreement, under the 'Expiration of the Card and Funds' section, for further information.

Unless you have an EMV card, you will need to sign the receipt to allow the merchant to compare the signature to the one on the back of the card before processing the payment. You should get a receipt from the merchant at the time you make a transaction using your Card.

If you do not have enough funds available on your Card, you can instruct the merchant to charge a part of the purchase to the Card and pay the remaining amount with other funds. These are called “split transactions,” and some merchants do not permit them. You should be aware of the balance available on the card in advance of making a payment.

Any refund for goods or services purchased with the Card will be made in the form of a credit to the Card and pursuant to the refund policy of the merchants where such goods or services were purchased. If you receive a credit, the credit may not be added to the available funds on the Card for seven (7) business days. You are not entitled to receive a cash refund.

No, most Prepaid Visa Cards cannot be used to make recurring payments.

There are several ways to check your balance:

• 1. Your Card balance is shown on the Overview page. You can also log into the app with your card details. Your balance is shown on the Home page.
• 2. Call Customer Service at 1‑800‑624‑6171 (Mon‑Fri: 9AM‑9PM ET) to obtain your card balance.

The terms and conditions are outlined on the Cardholder Agreement document that was included in the mail that you have received with the Card. If you require a copy of the Cardholder Agreement, click on the Quick Links - Sunrise Banks Cardholder Agreement.

This Card has ATM access. Please refer to the Cardholder Agreement document your card came with and check the 'Card Fees' section for details. Keep in mind that there are fees associated to ATM withdrawals and a PIN is required to access your funds via ATM.

Note: ATM owner-operators may impose their own fees on cash withdrawals.

Please refer to the Cardholder Agreement document your card came with. Check the 'Card Fees' section for ATM Fees and under 'PIN' section for ATM limits. For any other questions or further inquiries, please contact Customer Service at 1‑800‑624‑6171 (Mon‑Fri: 9AM‑9PM ET).

A PIN is a four-digit code that may be used to make purchase transactions instead of signing for your transaction. Some merchants may require you to make purchases using a PIN rather than your signature. A PIN was provided to you at the time you activated your Card. Only one (1) PIN will be issued for your Card. To prevent unauthorized access to your Card balance, you agree to keep your PIN confidential. We recommend that you memorize your PIN and do not write it down.

Click on PIN Options on the nagivation menu. Then click the Request button to obtain your issued PIN. A PIN is required if you have an EMV chip card. Otherwise, you will only require a PIN to withdraw funds from an ATM.

No. If you have forgotten your PIN, go to the PIN Options page, click the Request button to retrieve your issued PIN. If you would like to change your PIN, Type your preferred 4-digit PIN and click on Submit button.

Each computer (IP address) is allowed one Request PIN and one Change PIN per day for your card. For any other questions or further inquiries, please contact Customer Service at 1‑800‑624‑6171 (Mon‑Fri: 9AM‑9PM ET).

Click on the Account icon located in the upper right corner of this page and select the My Profile. On the profile page, click the Edit Profile button. Once you have updated your information, save to apply the changes. If you have any questions or issues updating your profile, please contact Customer Service at 1‑800‑624‑6171 (Mon‑Fri: 9AM‑9PM ET).

In order to meet bank compliance regulations, TC Group of Companies Inc. is required to gather certain cardholder information. TC Group of Companies Inc. maintains all personal data and will not disclose it to any commercial third party. For additional details, please refer to our Privacy Policy.

No. Any personal information and/or Federal ID that is collected by TC Group of Companies Inc. is for the sole purpose of complying with banking regulations. For any other questions or further inquiries, please contact Customer Service at 1‑800‑624‑6171 (Mon‑Fri: 9AM‑9PM ET).

To access your transaction history, please select the "Transaction History" option from the menu located on the left-hand side. You can see all transactions on this page, including ATM transactions.

It is your responsibility to review your transactions to ensure they are correct. Any unauthorized transactions or errors must be reported to TC Group of Companies Inc. IMMEDIATELY and in no event later than sixty (60) days of the date of the transaction issue. Please refer to your Cardholder Agreement, under the 'Lost or Stolen Card; Unauthorized Transactions or Errors' section, for further information.

To review the list of applicable fees, please refer to your Cardholder Agreement, under the 'Card Fees' section.

There are certain limits in place to protect the cardholder, such as an ATM daily withdrawal lmits, purchase limits or card balance limit. Please refer to your Cardholder Agreement, under the 'Tracsation Limits', 'Loading Your Card', 'PIN' section(s).

Tolerance is a temporary added charge when you use your Card to pay for goods or services. Certain merchants may ask the Bank to authorize the transaction in advance (places that typically have added tip or gratuity for the service received). The tolerance amount could account for up to an additional twenty (20%) more of your bill. The Bank will only charge your Card for the correct amount of the final transaction, however, and will release the hold on any excess amount when the transaction finally settles.

When you use your Card at certain locations, such as restaurants, hotels, other venues, or services that often include a tip or surcharge. Accordingly, you should ensure that the Card has an available balance that is 20% (or more) greater than your total bill prior to using the Card for these types of purchases.

Example: If your total bill at a restaurant is $50, the card may be preauthorized for $50 + 20%. Although you will only be charged for the actual total that is signed for, you will need an available balance of at least $60 on the card for the transaction to be approved. If your total, after adding in the tolerance amount, exceeds the balance on the card, the transaction will be declined.

When purchasing gas, you may not use the Card at an automated ("pay at the pump") fuel dispenser. Payments must be made inside. For any other question or further inquiries, please contact Customer Service at 1‑800‑624‑6171 (Mon‑Fri: 9AM‑9PM ET).