1. How do I use my Vanilla® MasterCard® Gift Card?

    Simply present the Card at the time of payment, and sign the receipt. If you wish to use your Card for a debit transaction, you will need to select a PIN of your choice for your card. See FAQ #12 below to learn more about selecting your PIN. As you use the Card, the Balance will be reduced by the full amount of each purchase including taxes, charges and other fees, if any. The Card can be used to pay the full amount of the purchase and applicable taxes, so long as the Balance remaining on the Card is sufficient. If you want to make a purchase for an amount greater than the remaining Balance, you must notify the merchant before completing the transaction.

  2. Where can I use my gift card?

    The Card is a prepaid gift card that can be used anywhere MasterCard debit cards or PULSE cards are accepted, including mail order, online and point of sale retail merchants.

  3. How do I activate my gift card?

    The Card has no value until it is (i) activated by the cashier at the time of purchase; and (ii) signed by you on the back of the Card, where indicated. We recommend that you write down the Card number and the customer service number on a separate piece of paper in case the Card is lost or stolen.

  4. Can I reload my gift card?

    The Card is not reloadable or returnable.

  5. What billing address do I use for online and phone transactions?

    Your personal information is not associated with the Card therefore you should use your mailing address. This will ensure that if a problem arises you are able to be contacted by the merchant.

  6. Why is the merchant charging me for more than what I signed on my receipt?

    Some purchases require a preauthorization. This is where the merchant sends in a transaction for a higher amount than the purchase. For example a $40 purchase at a restaurant is typically sent by the restaurant as $48 as they want to allow for a tip. We are required to approve and hold funds based on the $48 until the merchant finalizes the transaction which can take up to 10 days.

  7. Where do I find the serial number on my Card?

    The serial number is the 9 digit number on the back of the Card in the bottom left corner.

  8. How are merchandise returns processed?

    If you are entitled to a refund for goods or services obtained with your Card, you agree to accept credits to the Balance on your Card in place of cash. The credit will reflect on the Card within 30 days.

    Note: Any credits that exceed the face value of the Card may be declined or take up to 30 days to process.

  9. What are the fees associated with the Card?

    You may keep a remaining Balance on the Card as long as you wish. Please refer to Cardholder Agreement for more information.

  10. Can I share the balance or funds from one Vanilla Card to another Vanilla Card?

    No, you may not.

  11. If I lose or my Card gets stolen how do I get a refund or a replacement Card?

    If you believe that your Card has been lost or stolen you need to notify us IMMEDIATELY. You can do this by going to www.getcardbalance.com and clicking on the "Contact us" section, or by calling us at 1-800-680-5938. You will be asked to provide us with the Card number and other identifying information. We cannot provide a replacement Card unless you provide your Card number and all other requested identifying information. If our records show that a balance still remains on the Card, we will cancel the Card and, upon your request, issue a replacement Card to you in an amount equal to the remaining balance less any applicable fee (see below).

    For all Cards purchased prior to August 22, 2010, other than those Cards which indicate on the Card, Card packaging or in the accompanying Cardholder Agreement that no fees other than the initial activation fee will be applied, a fee of $5.95 will be assessed to replace the Card to the extent permitted by applicable law.

    No fee will be assessed to replace any Card which was purchased on or after August 22, 2010.

  12. How do I select a PIN for the Card?

    While a PIN is not required to use your Card, for your convenience, you may add a PIN to your Card. Simply select 4-digit PIN of your choice during your first debit or PIN transaction. The PIN that you enter at the register at that time will be your PIN for all future PIN transactions.

  13. What do I do if I forget my PIN?

    Don't worry; your Card can always be used for credit transactions without a PIN. But, if you would like to clear your PIN, you may do so by calling the customer service number on back of your Card or by logging into this website with your Card number and choosing "Manage PIN". Once you have cleared your PIN, you will need to select a new 4-digit PIN of your choice during the next use of your card for a PIN transaction.

  14. Why was my Card declined at the pump?

    The Vanilla MasterCard Gift Card cannot be used to pay at the pump. In order to pay with you Card, you will need to pay inside.

  15. When can I start using my Vanilla Card?

    You can start using your Vanilla Card at the time of purchase. The Vanilla Card is activated at the store.

  16. What denominations can I purchase a Vanilla Card for?

    $50, $100.

  17. Can I get cash with my Vanilla Card?

    The Card cannot be used at ATMs and you may not use your Card to get cash back at the point of sale.

  18. Can my Vanilla Card be used internationally?

    Yes, you can use your Vanilla gift Card anywhere MasterCard debit Cards are accepted.

  19. How do I dispute a Vanilla Card transaction?

    If there are any disputes in regard to purchases you make using the Card, you agree to settle such disputes with the merchant from whom the purchase was made.

  20. Can I use my gift Card for reoccurring billing?

    No, your Vanilla MasterCard Gift Card can not be used for this purpose.

TERMS AND CONDITIONS ARE APPLIED TO GIFT CARDS. See Cardholder Agreement for further details.

Vanilla MasterCard Gift Cards are issued by The Bancorp Bank pursuant to a license from MasterCard International Incorporated. The Bancorp Bank; Member FDIC. Cards are distributed and serviced by InComm Financial Services, Inc., which is licensed as a Money Transmitter by the New York State Department of Financial Services. The Card may be used in the U.S. and District of Columbia wherever Debit MasterCard or PULSE cards are accepted. The Card may not be used outside of the U.S. or the District of Columbia including Internet and mail or telephone order merchants outside of the U.S. or the District of Columbia.

Colorado, Maryland, and Texas customers: View information about addressing complaints regarding our money services business.