What happens if a Physical Delivery Visa card is never received?

Sometimes a recipient may never receive their physical delivery card. This might happen for a number of reasons but most commonly it is because they did not input their address information correctly.

Here are the steps that are taken if a card is never recieved:

1. Please contact Support at support@trucentive.com and provide them with the details of the situation and the envelope reference code.
2. Support will then contact Visa or Mastercard and inquire about the missing card to make sure that the balance on the card has not been used.
3. A credit back to the recipient’s envelope can only be issued once Visa or Mastercard has confirmed that the card has not been used.

A few things to note:

We cannot issue a refund back to your account or the recipient envelope for missing physical delivery cards until the above steps have been fulfilled.