For The Cardholder

Frequently Asked Questions

Q. Is it a credit card?

No. The amount you can spend is limited to the total value on the card when it was purchased. Unlike a credit card, you do not receive any bills – the amount of each purchase is simply debited from the remaining balance on the card.

Q. Where can I use it?

Awards2Go Cards may be used only at merchants in the U.S. and District of Columbia wherever Visa debit cards are accepted, including internet purchases. See Cardholder Agreement for details.

Q. How do I use my card to make purchases at retail locations?

When making a purchase at the merchant terminal when prompted to select between “credit” and “debit”, you may select either option. Selecting “debit” will prompt you for a PIN. Your PIN is the last 4 digits of your Card number. You may use your Card without a PIN by selecting “credit” when prompted. You will be asked to sign the sales receipt. You can change your PIN by calling 1-800-995-3065.

Q. Can I withdraw money from an ATM?

No, the cards can only be used for purchases.

Q. Can I get cash back from my card?

No, the cards can only be used for purchases; with no cash back privileges.

Q. Can I use my card to make purchases online?

Most definitely! Your card is welcome wherever Visa debit cards are accepted within U.S. and District of Columbia. All you have to do prior to using the card online is register the card in your name.

Q. Do I need to register my card?

Registration is highly recommended even if you are not planning to make online purchases. By registering your card, you are automatically provided with the full security benefits of the Visa Zero Liability policy*. This includes easy replacement of cards which are lost or stolen. Personalized cards purchased on the web have already been registered by the purchaser in the name that appears on the cardholder record. When purchases are made where you are not present (i.e. phone transactions and internet transactions) the Merchant verifies that the name of the purchaser is the same as the name registered to the card.

*Visa’s Zero Liability Policy covers U.S.-issued cards and does not apply to certain commercial card transactions, or any transactions not processed by Visa. You must notify your financial institution immediately of any unauthorized use. For specific restrictions, limitations and other details, please consult your issuer or visit www.visa.com/security.

Q. Can I add more money to my card?

No, these are single load cards and cannot be refilled.

Q. What if my card is lost or stolen?

As soon as you discover your card is missing, call our Customer Service Center at 1-800-995-3065 and your card will be canceled. If your card had been previously registered, we will verify your details and issue a replacement. Proof of purchase is required for all applicable replacement requests.

There is a $5.00 Card Replacement/Lost Stolen Fee that is deducted from the card balance unless prohibited by law.

Q. How much value is left on my card?

You can check your card balance anytime at www.awards2go.net or by calling the Customer Service Center at 1-800-995-3065

Q. What happens if I'm not sure if my card has enough value to make a purchase?

If your card does not have enough money, we recommend that you tell the merchant you would like to conduct a split transaction. Please check with your merchant first to ensure they allow split transactions. If allowed, you must first tell the merchant to charge only the exact amount of funds available on your Award2Go Card. Once that is complete please arrange to pay the difference using another payment method. Some merchants may require payment for the remaining balance in cash. Restaurants, taxis, nail salons and beauty parlors may check to see whether your card has sufficient value for a tip of up to 20% over and above of the total bill. Hotels and car rental agencies may check to see whether your card has sufficient value to cover incidental charges, up to 15% over and above the total bill.

Q. Why was my card declined?

If your card has been declined, you will need to check your available balance.

  • If you have sufficient funds to cover the purchase please call the Customer Service Center at 1-800-995-3065 (8am – 12 midnight EST, 7 days a week).
  • If the purchase amount is greater than the available balance on your card, please tell the cashier that you would prefer to pay with the remaining balance of your Awards2Go Card first, and then pay the difference with another form of payment. However, some merchants may not be able to do this.

Q. Does my card expire?

Yes. The card expires as per the date indicated on the front of your card.

Q. What if value remains on the card after it has expired?

If your Award Card has expired, you are able to transfer the balance on your card to a newly issued card if you contact us within sixty (60) days of such “good thru” date at the customer service telephone number in this agreement.

There is a $5.00 Card Replacement/ Lost Stolen Fee, subject to applicable law. If you do not contact us within sixty (60) days, the card account will be closed. Any remaining balance will be handled in accordance with applicable law.

If your card was purchased after August 21, 2010 and if the card expires prior to August 2015, the funds do not expire. Call 1-800-995-3065 to request a free replacement card.

Q. Does it cost me anything to use the card?

No. There is no fee or surcharge for making purchases using your card.

Q. Are there any service fees?

For Corporate Incentive and Award Cards , no monthly service fees are payable if the entire card balance is used during the first twelve months from the time the card is purchased.

If after this time there still remains value on the card, a $2.50 Monthly Maintenance Fee will be automatically debited from the card balance until it reaches zero, or until the expiration date.

A $5.00 Paper Statement Fee is also applied if a paper statement is desired.

If a card requires to be replaced a service fee of $5.00 is subject to be deducted from the card’s available balance.

Q. Can I dispute charges made to my account?

You can dispute charges made on your account with the merchant directly. If that does not work then you may file a dispute with us and we will attempt to resolve the matter on your behalf. If you want to dispute a charge within 60 days of the transaction, you will need to complete a dispute form and send it in to our cardholder services department within 60 days of the transaction(s).

You can obtain the dispute form by clicking here.

Q. Why is it recommended that I do not use my card at an Automated Fuel Dispenser?

The Automated Fuel Dispensers create a preauthorization for $100 on the card, which is returned to the card after the transaction settles. If your card has less than $100 loaded onto it, the authorization will be denied for insufficient funds. Releasing this authorization can take as long as 30 business days. Your funds are withheld till then. To prevent this preauthorization, which will withhold your funds, the card should not be used at the gas pump cash register terminal.

Q. How can I purchase gas with my card?

To prevent the preauthorization on your card, please pay the cashier and advise the cashier of the available balance on your card and the amount for the gas you would like to purchase.