If you believe that your card has been lost or stolen, please contact Vanilla Prepaid Mastercard or Visa card customer service immediately (Mastercard: 1-800-652-9174, Visa: 1-844-864-6951). You will be asked to provide customer service with the card number and other identifying details. Customer service cannot provide a replacement card if you do not have your card number. If their records show that a balance still remains on the card, they may cancel the card and refund such available balance amounts to you in the form of another prepaid card.

Simply present your Vanilla Prepaid Mastercard or Visa card at the time of payment. Each time you use the card, the card balance will be reduced by the full amount of each purchase, including taxes, charges and other fees, if any. To purchase an item that costs more than the balance on your Vanilla Prepaid Mastercard or Visa card, you can typically use the card in combination with a second payment method such as cash or credit/debit for the difference.

Your Vanilla Prepaid Mastercard or Visa card will be activated by the cashier at the time of purchase. Until activated, the card has no value. We recommend that you sign the back of the card where indicated and write down the card number and the customer service number in case the card is lost or stolen.