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Support Center

Our frequently asked questions service offers answers to common questions. If you don't find an answer, please contact our customer support and a representative will be able to assist you.

Overview

How do I activate my card?

Once you receive your card, you may activate the card by calling the telephone number listed on the back of the card and following the voice prompts for card activation or you may activate online at www.wubsprepaid.com. Please log in to your Cardholder Portal account online, click on the “Activate Card” link, and follow the on-screen instructions. You will not be able to use your card until you have activated your card by accepting the Cardholder Agreement.

*Please note that telephone calls can be subject to international long distance rates.

How do I change my profile information?
  1. Log in to your Pay Portal.
  2. Click Settings > Profile
  3. Make the changes.
  4. Click Save

If you are unable to update your information, please contact WU Business Solutions directly.

How do I sign up for a Pay Portal account?

Once created, you will receive an activation email containing your account number and a link you may click on to begin the activation process.

Account Management

How can I access my Cardholder Portal account from my mobile device?

Users of iPhone and Android can download the mobile app from iTunes and Google Play. Alternatively, all smartphones can go to https://www.wubsprepaid.com on your mobile browser to access your account.

Please note: Use of the mobile site and app store downloads are subject to the regular data rates charged by your mobile service provider. Your Prepaid Card provider is not responsible for these charges.

How do I log into the Pay portal?

    1. Enter your Login ID and Password in the app's Login screen.
    2. Optional: select Save Login ID to save your Login ID. Note that we do not save your Password.
    3. Tap Sign In.

What is the Overview screen?

The Overview screen can be considered the mobile app's homepage. It shows a list of portal and card balances for the user and the 5 most recent portal or card transactions. You can open the Overview screen by logging into the app.

Where can I view/update my app settings?

    1. Tap on the Menu icon in the top-left corner.
    2. Tap on Settings. The Settings screen will open.
    3. Proceed to view/update available settings.

How do I view a transaction receipt?

You can look up a transaction receipt from the transaction's Details screen. To open the Details screen, simply tap on a transaction in the Overview screen or History screen.

How do I view my transaction history?

    1. Tap on the Menu icon in the top-left corner.
    2. Tap on History. The History screen will open. Depending on your configuration, portal and/or Card tabs will appear. 
    3. Tap on a tab to view the 20 most recent transactions for the portal/card.

Can I update my portal profile using the app?

No. Currently you can only update your portal profile using the Pay portal site. However, you can view a read-only instance of your portal profile from Settings > Account Profile.

How do I change my account password?
  1. Log in to your Pay Portal.
  2. Click Settings > Security
  3. Enter your existing password.
  4. Enter and confirm a new unique password.
  5. Click Update Password

Note: Passwords must contain 6-15 characters and cannot be reused.

Customer Support

How do I contact Customer Support?
Please refer to the Support tab at the top of the page for support hours and contact information.
I forgot my Cardholder Portal password. What should I do?

We do NOT keep a record of your password!

If you have forgotten your password, please click on the link below and enter your email address (must be the same email address with which your account is registered). You will receive an email containing a link you will need to click on. In order to choose a new password, you will first be asked to answer your two security questions.

Click here if you have forgotten your password

If you do not receive your password recovery email, or if you are unable to answer your security questions, please contact us

How do I view the Cardholder Agreement?
How do I view the Cardholder Agreement? Please refer to your Cardholder Agreement received with your card or online through the following link: Cardholder Agreement

MasterCard and the MasterCard Brand Mark are registered trademark of MasterCard International Incorporated. The WU (SM) Business Solutions Prepaid MasterCard is issued by Transact Payments Limited pursuant to licence by MasterCard International Incorporated.

Transact Payments Limited is authorized and regulated by the Financial Services Commission, Gibraltar.

What are the benefits of using the WU Business Solutions Prepaid MasterCard?
  • Shop everywhere you see the MasterCard Acceptance Mark
  • Withdraw cash at more than 1 million ATMs worldwide
  • View your card balance and statement online or from your mobile phone
What are the cardholder fees?

Please refer to your Cardholder Agreement received with your card or online through the following link: Cardholder Agreement

Using your Prepaid Card

Do I need to activate this card? How?

Once you receive your card you may activate the card by calling the telephone number listed on the back of the card and following the voice prompts for card activation or you may activate online at www.wubsprepaid.com. Please log in through the Cardholder Portal online, click on the “Activate Card” link, and follow the on-screen instructions. You will not be able to use your card until you have activated your card by accepting the Cardholder Agreement.

*Please note that telephone calls can be subject to international long distance rates.

 How will I get my card’s PIN code?

Once you receive your card, please log in through the Cardholder Portal online, click on the “Activate Card” link, and follow the on-screen instructions. There you will be presented with a PIN for your card. You may also call the number on the back of the card to activate your card and receive your PIN.

How can I change my PIN code?

You may only change your PIN at ATM’s that support this capability. Due to the fact that your card contains a special chip, PIN’s may not be changed over the phone or online.

How can I get money onto the card?


Once you have activated your card, the funds received from your sponsoring organization will be automatically loaded for use.

Where can I use the card?

You can use your WU Business Solutions Prepaid MasterCard to make purchases from any merchant that displays the MasterCard Acceptance Mark, including online (except for online gambling merchants).
Please note that some merchants such as gas stations or rental car agencies may have a policy to not accept prepaid cards. This is a merchant-specific policy.

How can I obtain my card balance?

There are four ways you can check your card balance:

  1. By logging in through the Cardholder Portal, where the funds available on your prepaid card will be displayed next to the MasterCard brand mark.
  2. Using your smartphone, by accessing your Cardholder Portal via the mobile site www.wubsprepaid.com/smart. Or, find and download the WUBS Prepaid mobile app from iTunes or Google play!
  3. By calling +44 (0)808 189 0968 and selecting the option to obtain your card balance.
  4. By consulting an ATM.


How long does it take for my transaction history to update with my card transactions?

Your card transaction history will be updated with your card transactions a few moments after the card processor receives the transaction information. Please note that not all merchants may immediately submit their card transactions for processing, so you may not see the transactions in your history right away.


Can I use the card to withdraw cash at an ATM? If so, which symbols should I look for on the ATM?

You can use your prepaid card to make cash withdrawals at any ATM bearing the MasterCard Acceptance Mark.


Can I use the card outside of my home country?

Yes, however please note that if you make a purchase or withdrawal in a currency other than the currency in which your card was issued, a foreign currency conversion fee of 2.5% of the transaction amount will be assessed and additional ATM charges will apply, please refer to your Cardholder Agreement.

 


Can I view my card balance and transactions on the mobile application?

You can view your card balance and history by logging into your card transaction history on your mobile application.


What is the maximum balance my card can carry?

Your prepaid card is subject to maximum card balance limits as defined in your Cardholder Agreement.


What limits is my card subject to?

Your prepaid card is subject to transaction limits as defined in your Cardholder Agreement.

 

Mobile App

How do I log in to the Pay Portal?
  1. Enter your Username and Password on the login page.
  2. Click Sign In

If you're unable to access your Pay Portal and are receiving an "Error 104" message, use this link to obtain your IP address then contact us for assistance.

How do I view my transactions?

    1. Tap on the Menu icon in the top-left corner.
    2. Tap on History. The History screen will open.
    3. Tap on a tab to view the 20 most recent transactions.

You can look up a transaction receipt from the transaction's Details screen. To open the Details screen, simply tap on a transaction in the Overview screen or History screen.

Can I update my portal profile using the app?
No. Currently you can only update your portal profile using the Cardholder Portal site. However, you can view a read-only instance of your portal profile from Settings > Account Profile
How can I make a transfer?

    1. Tap on the Menu icon in the top-left corner.
    2. Tap Transfer. The Transfer screen will open.
    3. Select the portal, external account or card that will be involved in the transfer.
    4. Select from the available transfer options.
    5. Specify the Amount to transfer. You can select Total Balance to transfer the total balance instead.
    6. Optional: add a Note for the transfer.
    7. Tap Next.
    8. On the Confirm screen, tap Confirm.
    9. The Receipt screen will show a receipt for the transfer. Tap Close to return to the Overview screen.

Can I setup a bank account or request a card with the app?

No. The app only works with existing accounts that you have created using the website.

What is Passbook/Passwallet?

The PassWallet/Passbook command from the app's menu lets you create a "pass" for a card balance synchronized with the Cardholder Portal Pay Portal server. You can then look up the card to see your current balance for the card in the default Passbook app for iOS devices, or the 3rd-party PassWallet app for Android devices.

To create a pass: 

  1. Tap on the Menu icon in the top-left corner.
  2. Tap PassWallet if you are using an Android device, or Passbook if you are using an iOS device. The PassWallet or Passbook screen will open.
  3. Select the card you wish to create a pass for. On Android devices, this will create the pass. On iOS devices, tap on Create Pass to create it.
How can I enable push notifications?

Go to Settings > Notification and select/deselect Enable Notification as intended.

Please note: Push notifications must be enabled at the configuration level by the Program Operator for this feature to work.

How can I re-enable push notifications?

iOS users who have previously disabled push notifications and wish to re-enable them must do the following:

    1. Open the default iOS Settings app.
    2. Tap on Notification Center.
    3. Browse to the hyperwallet mobile app under "DO NOT INCLUDE" and tap on it.
    4. In the following screen tap on the intended ALERT STYLE (Banners or Alerts).
    5. Optional: select Show in Notification Center to view alerts in the iOS notification center.
    6. Optional: select Show on Lock Screen to view alerts on the iOS lock screen.
    7. Exit the iOS Settings app.
*Charges from your wireless provider may apply.

What languages are supported?

Currently the following languages are supported by the app – English, French, German and Spanish. If your device's current language is one of the four supported languages, the appropriate one will be automatically selected, else English will be used.

Contact us:

Email

Log in to your Pay Portal and use the form provided to send us your question. If you have issues logging in, please contact us by phone.

Telephone

Live Customer Support Representatives are available:

English: Monday - Friday from 08:00 - 20:00*, Saturday & Sunday from: 08:00 – 17:00*
Spanish: Monday - Sunday from 08:00 - 17:00*
French and Mandarin Chinese: Monday - Friday 08:00 - 17:00*

* Please note all the hours mentioned above are in Pacific Time.
  • North America (Toll Free): 1-877-876-8803
  • UK: +44 (0)808 189 0968
  • Worldwide: 1-604-424-9625

Chat

Chat support may be available if offered by your company. Please be sure you’re logged in to take advantage of our live chat feature. If you’re logged in already, look for the chat icon in the bottom-right corner of the page.