Frequently Asked Questions:
Connected Card Mobile App & Connected Card Visa
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General Connected Card Mobile App and Card Questions
- What is the Connected Card Mobile App?
- What features are available in the Connected Card Mobile App?
- What is the Visa Connected Prepaid Card?
- What is a reloadable prepaid card?
- How do I get a Visa Connected Prepaid Card?
- What is a digital card?
- How can I use my digital card?
- I forgot my username and used the "Forgot Username" feature, but it asks me for the last four digits of my card number. How do I find it?
- Card Funding Questions
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Card Usage Questions
- How can I use this card?
- How do I activate this card?
- How can I check the balance on my card and keep track of my purchases?
- How can I manage my account? How can I get help with my account?
- Are there any special types of transactions I should know about before I shop?
- Can the card be overdrawn?
- Will I get statements?
- How do I get my PIN?
- What if my card is lost or stolen?
- How do I get a card with my name on it?
- Is Apple Pay or any other pay wallets supported?
- Can I use this at an ATM?
- Can I order a secondary card?
- Can my friends/family get this card?
- How do I provide feedback?
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Connected Card Mobile App FAQs
- Can I load other cards besides the Visa Connected Card in the app?
- What are the minimum phone requirements to use the Connected Card Mobile App?
- How do I download the Connected Card Mobile App?
- How do I sign in?
- Why do I need to verify my email address?
- What do I do with the email verification code?
- I haven't received a code to verify my email address. What do I do?
- How do I manage my account information?
- How do I add a mobile phone number?
- What happens when I delete my profile?
- How do I add a card?
- How do I edit my card information?
- How do I take action on my cards?
- Can my mobile services app session time out?
- What can my password include?
- Will the Mobile app work on my iPod, iPad or Tablet?
- What if I upgrade my mobile device?
- What if I lose my mobile device?
- What if I change wireless carriers?
- Can I use the Connected Card Mobile App abroad?
- After how many incorrect login attempts will my Mobile account be locked?
- How do I use text messaging services?
- What are alerts?
- How do I receive alerts?
- Why is the contact information for prepaid alerts separate from the contacts I have added to my account?
- What is Quick Access?
- How do I access Quick Access?
- What is Pay In-Store on Quick Access?
- Why do I need to set up a passcode?
- Is the passcode the same as my card PIN?
- What is Pay In-Store?
- Are mobile contactless payments supported on the iPhone?
- What merchants will accept mobile contactless payments made via the Connected Card Mobile App?
- How does Pay In-Store work if I'm already using Android Pay or Samsung Pay?
- What is Pay In-Store's Always On?
- Why should I use Always On?
- How do I use Always On?
- How do I set my default card?
- How do I set Connected Card Mobile App as my default Tap & Pay app?
- Must I lock my device to use Connected Card Mobile App?
- For Remote Deposit Capture/Check Capture
General Connected Card Mobile App and Card Questions
What is the Connected Card Mobile App?
The Connected Card Mobile App will allow Visa employees to experience the Visa DPS developed Visa Digital Commerce App (VDCA) first hand and demonstrate how it works with a reloadable prepaid card, the Visa Connected Card. By experiencing what our cardholders themselves experience, we hope to receive your feedback to continually improve our products and services.
What features are available in the Connected Card Mobile App?
The Visa Digital Commerce App (VDCA) is a configurable app that allows issuers to select from a menu of features based upon card type. The Visa branded version of the app, the Connected Card Mobile App does not contain all features available to all clients.
The Connected Card Mobile App includes:
- Mobile Tokenized Contactless Payments for Android™
- Account balances
- Balance Alerts
- DPS Prepaid Alerts
- Transaction history
- Locator services (ATM, Prepaid reload locations, payWave locations)
- Pre-Login Quick Access (for easy access to balance and payment)
- Biometric Authentication
- Suspend/Un-suspend Card
- Mobile Check Deposit (via Ingo)
- Add Funds (reload a card from a registered funding account)
- Mobile Location Confirmation (MLC)
Additional features available in VDCA but not implemented are:
- Visa Transaction Alerts (for Visa credit and unaffiliated debit network transactions)
- Funds transfers (for accounts linked to the debit card)
- Visa Consumer Transaction Controls (VCTC for debit & credit)
- In-App Redirect to other Apps (to navigate between this card app and the issuer's mobile banking app)
What is the Visa Connected Prepaid Card?
The Visa Connected card is a Visa® prepaid card that allows you to experience innovative Visa products and services firsthand. You will enroll the card in the Visa branded version of the Connected Card Mobile App and make online purchases with Visa Checkout. This will allow product capabilities to be demonstrated both internally and externally.
What is a reloadable prepaid card
A reloadable prepaid card can be used to make purchases at the point of sale, online, or via a wallet on your phone–in much the same way as virtually any Visa card. However, unlike a credit or debit card, a prepaid card is not linked to any bank account and must first be loaded with funds in order for you to use it. As such, there are no overdraft fees, interest charges, or late payment penalties with the Visa Connected Prepaid Card. “Reloadable” simply means you can continue to fund and use the card.
How do I get a Visa Connected Prepaid Card?
Our initial launch is a small pilot and is by invitation only. In the future, we will be able to offer this card to all U.S.-based Visa employees via the “Get A Card” link at connectedcard.visa.com.
What is a digital card?
A digital card is like any other plastic card, but is accessible on digital interfaces. Your digital card can be used online or can be added to mobile wallets so that you can pay in stores. Click the Activate Card link in the e-mail you received to begin the registration process and start spending.
How can I use my digital card?
Your card can be used to make purchases online or added into a mobile wallet by using the full card number, expiration date, and security code displayed on your digital card. You may access the funds in the account with your card in accordance with the Cardholder Agreement.
I forgot my username and used the "Forgot Username" feature, but it asks me for the last four digits of my card number. How do I find it?
The last four digits of your digital card number is included in the in the initial digital card activation e-mail.
Card Funding Questions
How do I fund this card?
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To load your card, you must first register it at connectedcard.visa.com. See the Terms & Conditions for load and withdrawal limits.
- Direct deposit: one option to fund your card is by automatically adding a nominal amount to your card with each paycheck. This can be done by setting up direct deposit; your card's direct deposit information and further instruction can be found via the “Direct Deposit” link at connectedcard.visa.com.
- Check: you may fund your card by depositing a check via the Connected Card Mobile App (fees may apply).
- Cash: you may fund your card with cash at any Visa ReadyLink location. Just look for the Visa ReadyLink symbol at places like Safeway and participating 7-Eleven® locations (fees and load limits may apply).
- Debit or credit card: in the future, you may load your card with a debit or credit card via the “Fund My Card” link at connectedcard.visa.com, but this feature will not be available at launch.
Are there fees associated with the card?
Yes, there are fees for certain services associated with the use of this card. See the Cardholder Agreement for complete list of fees. We have designed this card so that you can experience Visa products and services, however some fees may apply, such as ATM cash withdrawals.
Card Usage Questions
How can I use this card?
This card can be used as most Visa cards might be used, to make purchases at the point of sale, online, or via a wallet on your phone. Cash withdrawals are available via ATMs (fees may apply). Your Connected Card must first be loaded, if not pre-loaded, with funds in order to use it for purchases; it is not a credit card nor a debit card that accesses funds from your bank account.
How do I activate this card?
Please visit connectedcard.visa.com and click the “Activate” link to start the card activation process. Alternately, you may call the number on the back of your card.
How can I check the balance on my card and keep track of my purchases?
- Download and use the Connected Card Mobile App
- Visit the servicing website at connectedcard.visa.com
- Sign up for Text Alerts via the servicing website
- Call customer service at the number on the back of your card
- Text BAL and the last 4 digits of your card number to 868472
NOTE: Visa will not charge a fee for the Text for Balance service, however, third party message and data rates may apply. These include fees your wireless carrier may charge you for data usage and text messaging services. Check with your wireless carrier for details regarding your specific wireless plan and any data usage or text messaging charges that may apply.
How can I manage my account? How can I get help with my account?
You can manage your account via the Connected Card Mobile App, available through the Google Play™ and Apple App Stores®. In addition, you may visit the cardholder servicing website at connectedcard.visa.com or call the servicing phone number on the back of your card.
Are there any special types of transactions I should know about before I shop?
- Gas Stations - If you use your card at an automated fuel dispenser (i.e., pay at the pump) it may result in a hold on your funds of $75.00 or more. To avoid this hold, you may go into the gas station and pay the cashier for your purchase in advance, and specify the exact dollar amount of gas you would like to purchase.
- Restaurants and Other Merchants - Restaurants, hair salons and some other types of merchants may obtain an authorization on the card for an amount greater than the total service bill to cover any gratuity that may be added. Be sure that the balance on the card is sufficient to cover the cost of the bill plus any anticipated gratuity. If the card is declined, asked the merchant to obtain an authorization for an amount equal to or less than the balance on your card. Pay the difference with another form of payment.
- Hotels - Hotels may put a hold on your card in the amount of your estimated bill, which will make that amount unavailable for other purchases. The hold may last from the time you check in to a few days after you check out. See the Cardholder Agreement for more information about cancelling hotel reservations or other authorizations on the Card.
- Auto Rentals - Auto rental establishments may require you to reserve your car with a credit card. They may allow you to use your card for the final payment. Please check with the establishment for their specific procedures.
Can the card be overdrawn?
Transactions are not normally approved when funds are not available on your card. In the event that, for any reason, a transaction with insufficient funds is authorized (for example, due to systems malfunction, a late submission by a merchant, or intervening transactions) creating a negative balance or “shortage”, you must reimburse us promptly for the amount of the shortage. We may deduct the shortage from the next funds loaded to the card, subject to applicable law. If your card has a negative balance and no further load occurs, you are responsible for the negative balance amount.
Will I get statements?
Electronic statements are available online at connectedcard.visa.com. Paper statements will not be generated or mailed.
How do I get my PIN?
You will select your PIN during card activation, and can reset it any time at connectedcard.visa.com.
What if my card is lost or stolen?
Immediately report the card lost or stolen by calling 1-855-545-8472. A new card will be requested and the funds will be transferred to your new card. The new card will arrive in approximately 7-10 business days.
How do I get a card with my name on it?
If you received an “Instant Issue” card that is not personalized, you will automatically be sent a personalized card after you have registered and performed two funding loads.
Is Apple Pay or any other pay wallets supported?
Yes, Apple Pay, Samsung Pay and Android Pay are supported in addition to the Connected Card Mobile App.
Can I use this at an ATM?
Yes, you can use your card at an ATM to check your balance or withdrawal cash. However, fees may apply.
Can I order a secondary card?
No, secondary cards are not offered.
Can my friends/family get this card?
No, this card is only for current Visa employees who are based in the U.S. and part of this limited pilot program.
How do I provide feedback?
Please send feedback about your experiences with the card to [email protected]. This email address is for feedback only and we will not be able to offer customer service via this channel, and please do not send card numbers to this email address. For customer service, please use the Connected Card Mobile App, the servicing website at connectedcard.visa.com, or call the number on the back of your card.
Connected Card Mobile App FAQs
Can I load other cards besides the Visa Connected Card in the app?
No, you can only enroll the Visa Connected Card into the app.
What are the minimum phone requirements to use the Connected Card Mobile App?
The Connected Card Mobile App supports iPhone handsets running the iOS 7 operating system and above and supports Android handsets running the 4.1 operating system and above. For the mobile tokenized contactless payments feature, Android™ devices running operating systems version 4.4 (aka KitKat) and above that have NFC and Host Card Emulation (HCE) installed will be supported.
How do I download the Connected Card Mobile App?
- Visit the Google Play™store or the Apple App Store® and search for “Connected Card Mobile App.”
- Follow the enrollment flow: enter your email address, a self-chosen username and password.
- You will receive a verification code via email allow you to utilize the app.
- You may need to go outside of the app to retrieve the email message which contains the code. You may wish to write it down.
- Once you receive the code, go back to the app to input it.
- Once the verification code is input into the app correctly, you can add cards to utilize within the app.
How do I sign in?
Sign in with the username and password you created for your Connected Card Mobile App, which may be different from credentials you may have created to use our other services. If you chose the “remember me on this device” option the last time you signed in on the device, you will only need to enter your password.
Why do I need to verify my email address?
We will occasionally send you account management messages to notify you of activity on your Connected Card account. For your security, we verify your email address to ensure you are the owner of this account and can receive these messages.
What do I do with the email verification code?
Once you receive your email verification code, return to the Connected Card Mobile App and enter the code to confirm your email address.
I haven't received a code to verify my email address. What do I do?
The verification code may take a few minutes to arrive in your inbox, depending on your connection and email service. If you still haven't received the code, you can send yourself another code from the Connected Card Mobile App.
How do I manage my account information?
To manage your account, go to your User Profile under Settings to edit your password, email address, and mobile phone numbers.
How do I add a mobile phone number?
You can add a mobile phone number to your account in your User Profile under Settings.
What happens when I delete my profile?
When you delete your profile, we will delete your Connected Card Mobile App user account and all of the associated personal information and card information that we've collected from you. That means you can no longer use the Connected Card Mobile App. Your cards and accounts you have created for other services will not be affected so you can continue to use your cards and access other services after deleting your profile.
How do I add a card?
You will be prompted to add a card after you create your account. If you don't add a card immediately, you will be asked to add a card again when you sign in again. You can also add additional cards by selecting the add card option after you sign in.
How do I edit my card information?
Navigate to "Manage Card" from your card or its action menu to edit your card information.
How do I take action on my cards?
Navigate to the card you want to use and select the money button (red $ button in the lower right hand corner of the screen). An action menu will appear for you to take action on the card you selected. Note that actions may vary for different cards.
Can my mobile services app session time out?
Yes, for security purposes after 5 minutes of inactivity, the session will expire and you will need to log in again.
What can my password include?
User name must be at least 7 characters, must contain a letter, and can only be letters, number or special characters _ . , - @ are allowed. Password cannot be your username.
Will the Mobile app work on my iPod, iPad or Tablet?
The Android and iPhone apps will run on their tablet counterparts, however they are not optimized for viewing on those devices.
What if I upgrade my mobile device?
If you upgrade your mobile device, you will most likely keep your current mobile number with your new device. You can download the application again and use your existing credentials to access your mobile account. If possible, delete the application from your old mobile phone before disposal.
What if I lose my mobile device?
Report the loss to your mobile network operator who will bar the phone and stop it from functioning. As long as your password remains secure, then it will protect you from fraudulent use of the Connected Card Mobile App. In addition, SMS notifications are a one-way communication to the user and will not contain personally identifiable information. In most cases, you will keep your current mobile number when you receive your new mobile device. Once received, you can download the application again and use your existing credentials to access your mobile account.
What if I change wireless carriers?
If you do not change your mobile phone number and mobile device when you switch to a participating wireless carrier service, your service will work without interruption. If you do change your mobile device but not your phone number: 1) Download the app to your new mobile device 2) Log in to the App as usual.
Can I use the Connected Card Mobile App abroad?
Yes, but the call or data charges are likely to be significantly greater than if you were to use the service in the US. You will also need to ensure that your mobile phone allows "international roaming"- you can request the information on charge rates and international roaming from your mobile carrier.
After how many incorrect login attempts will my Mobile account be locked?
If your account has been locked because of too many password tries, please wait for 60 minutes and try again.
How do I use text messaging services?
You can text the following commands to 868472. Message and Data Rates May Apply.
HELP or INFO
Text HELP or INFO to 868472 to receive information on supported text message services.
STOP
Text STOP to 868472 to opt-out of all text message services. We will send you one final text message confirming no further text messages will be sent to your device.
BAL
Text BAL followed by a space and the last four digits of your card to 868472 to receive one text message with card Balance information.
What are alerts?
Alerts are notifications we send you regarding activity on your card. You can subscribe to receive alerts by navigating to "Alerts".
How do I receive alerts?
You can choose to receive alerts through text messaging and email notifications. You can sign up through the cardholder servicing website or Connected Card Mobile App.
Why is the contact information for prepaid alerts separate from the contacts I have added to my account?
For prepaid alerts, you can manage and use the contact information directly associated with your prepaid card. Any changes made using this service will be applied to your prepaid card account.
To manage your prepaid card contact information, navigate to Alerts for your prepaid card and look for "Delivery Methods".
What is Quick Access?
Quick Access is a feature that allows you to view your card balances and pay in-store without having to sign into the Connected Card application.
How do I access Quick Access?
Once you've turned on Quick Access from your app settings, tap on our logo towards the top of the sign in screen to open Quick Access.
What is Pay In-Store on Quick Access?
Pay In-Store on Quick Access allows you to pay quickly without having to sign in. Select the card you want to pay with and enter your passcode to pay.
Why do I need to set up a passcode?
A passcode helps secure the payments made from Quick Access, while not requiring you to type in your full password. If you don't wish to set up a passcode, consider using Always On instead.
Is the passcode the same as my card PIN?
No, the passcode for Pay In-Store on Quick Access is a new passcode you create with Connected Card. It is not the same as your card PIN.
What is Pay In-Store?
Pay In-Store is the mobile payment service that allows you to tap your phone to pay with the cards you've added to theConnected Card Mobile App. Pay In-Store works with merchants who accept payWave payments in their stores.
Are mobile contactless payments supported on the iPhone?
No. Contactless payments on iOS devices are currently limited to Apple Pay® only. All other features available in Connected Card Mobile App are supported across both iPhone and Android platforms.
What merchants will accept mobile contactless payments made via the Connected Card Mobile App?
Consumers may use Connected Card Mobile App to make mobile contactless payments at any merchant that accepts Visa payWave (NFC) contactless payments. Consumers should look for the contactless payment symbol at the growing number of merchant point-of-sale terminals.
Additionally, the Connected Card Mobile App has a payWave locator feature to help consumers locate merchants near their specific location.
How does Pay In-Store work if I'm already using Android Pay or Samsung Pay?
You can use Connected Card Mobile App to pay in a merchant store, or you can use Android Pay or Samsung Pay if you've already set that up on your mobile device. Simply open the app you wish to use in order to pay with that service.
If you've set up Android Pay or Samsung Pay as your default Tap & Pay app for your device, you will need to first launch our mobile app in order to pay with our Pay In-Store service.
What is Pay In-Store's Always On?
Always On is a quicker way to pay with your mobile device, where you can tap to pay at a terminal without having to open your Connected Card app. All you have to do is unlock your device, then tap your phone at the cashier's terminal.
Why should I use Always On?
If you're comfortable paying with your mobile device and want the quickest way to pay, then Always On will enable you to pay without opening the app or signing in.
If you share your mobile device with others, consider that that they are also able to pay without opening Connected Card Mobile App if you choose to enable Always On.
How do I use Always On?
First, turn on Always On in the Pay In-Store settings.
How do I set my default card?
When in Always On, you won't need to open the Connected Card Mobile App and won't have a way to select a card to pay. Therefore, choosing a default card beforehand is necessary. In Settings, select a default card out of the cards you've added to Connected Card Mobile App .
How do I set the Connected Card Mobile App as my default Tap & Pay app?
Your device will ask you if you want to set the Connected Card Mobile App as your device default Tap & Pay app. Select "Yes" in order to pay in the Always On mode.
Must I lock my device to use the Connected Card Mobile App?
If you choose to pay with Always On, you'll need to lock your phone. After you've unlocked your phone and made a payment, we will know that it is you since you are the only person who can unlock your device.
For Remote Deposit Capture/Check Capture
What is Ingo?
Ingo is a service provider that enables you to load funds from checks you receive onto your prepaid cards. The Ingo Money service is provided by Ingo Money, Inc. and First Century Bank, N.A. and its use is governed by the Ingo Money Service Terms and Conditions and Privacy Policy. To use this service, you must agree that your card information, check images and information, and personal information may be shared with Ingo Money and First Century Bank, N.A.
How does the Ingo Money Service work?
You can cash checks and load the funds onto your prepaid card directly in the iOS and Android Connected Card mobile applications using the Ingo Money Service. Most types of checks are supported including paychecks, business checks, and personal checks. All checks are subject to approval by Ingo in its sole discretion. If the check is approved, you will have two (2) choices on how quickly you can access your funds:
- for a fee, funds will be available within minutes; or
- for free, funds will be available within ten days.
How do I use the Ingo Money Service?
Navigate to your card in the iOS or Android Connected Card mobile applications. If your card is eligible to participate, you will see a “Load Checks” option in the action menu. Select the option to load checks, view history, and receive customer support information.