FAQ's
1. What is the Friends and Family Rewards Visa® Prepaid Card The Friends and Family Rewards card is not a credit card. It is a prepaid card that acts as a debit card; only those funds deposited into your Friends and Family Rewards card account can be used to make purchases wherever you normally shop, or at any ATM worldwide where Visa® is accepted.

2. What are the advantages of the Friends and Family Rewards card? This card will allow you to track purchases and view your available balance of funds in your card account.

3. How do I know how much money is on my card? To view your card balance and see your transaction history, enter your card number and cvv on the login page, and click on Log in. Your transaction history will then be shown with your current balance, and available funds.

4. What happens if I would like to purchase products or services over the internet or phone with my Friends and Family Rewards card? All you need to make a purchase over the phone or internet is your card number and the CVV code on the back of the card; swiping of the card is notrequired.

5. What if I purchase something that costs more than the balance on my card? It is recommended that you check your account balance on a regular basis. You can use the balance and pay the difference with a different form of payment. Please note: keep your card, even if you have a zero balance, as the card is reloadable, and can be funded with additional rewards.

6. When I use my Friends and Family Rewards Visa® Prepaid Card at a POS or ATM, should I select the debit or credit function? When at point-of-sale, you select credit; you will have to sign for the purchase. Please ensure you have sufficient funds in the account plus any fees related to the transaction (see Terms and Conditions that accompanied the card). You will require your PIN when using an ATM.

7. Is there a fee for using my Friends and Family Rewards card? There is no cost to use your card at a point of purchase however when using your card at restaurants, hotels or similar purchases merchants may preauthorize 20% or more. $2.50 is charged to withdraw funds at an ATM plus the ATM fees.

8. How do I update my personal details? Visit friendsandfamilyrewards.trucash.com, login, and update your information within your profile, or call 1-800-624-6171.

9. How secure is my money with the Friends and Family Rewards card? Your money is very secure. You are required to use your personal PIN when accessing funds at ATMs, and sign when making purchases at POS. Your signature on the back of the card will be checked against your signature when you sign your sales receipt.

10. What happens if my card is lost or stolen? Call TruCa$h Customer Service at 1-800-624-6171 immediately. They will request a new card for you, and facilitate having any current funds in your card account moved to the new card. Please note that it may take up to 48 hours before you will see your funds in your new account. Please refer to the cardholder Terms and Conditions for more details.

11. Who is responsible for the card value if my card is lost or stolen? The Friends and Family Rewards Visa® Prepaid Card is a stored value cardthat acts as a debit card, and should be treated just like cash. In the event the card is lost or stolen, you must report the card as missing. Any value used in the interim is the sole responsibility of the cardholder. You are responsible for any usage from the time of card loss to the time of reported loss. Any funds still in your card account will be transferred to your new replacement card.

12. What do I do if I have lost or destroyed my PIN? TruCash/DCR does not have access to pin numbers. If you lose your PIN, you must replace your card.

13. Can I change my PIN? No.

About Contacting Us: 14. How do I contact you when I have a question?
  • Email TruCa$h at service@trucash.com, or call 1-800-624-6171.
  • TruCa$h Customer Service Centre hours of operation: Monday - Friday, 9:00 am. to 5:00 pm. EST. If a call or email is received before or after hours of operation, a Customer Service Representative will contact you within 24 hours of receiving your message.