I just had the exact same thing happen. I had to call their customer service, 833-322-6760, there is an option to press zero to talk to a person. They really are pretty sketchy. They recently removed the option to add your address or name, they told me cards were now "not personalized" and if a site did need it to just use my own. This is what I had done on Amazon and by not being correct the transaction was declined and then VanillaGift card's system marked it as compromised and froze it. That is why you got the message it was unable to be used. It now requires them to reissue a new one which I should bet in about 2 weeks. When I asked how to use the replacement one online properly she suggested I don't and to use it in-store. No site stole your card info, it is just set up that you don't have the full info to use it correctly online. They are hoping you won't bother waiting on hold for 40 minutes like I had to to get the new card and they keep the money. I was going to talk to someone higher up because it really is scummy what they are doing but they put me on hold for another 20 minutes and I gave up. More on reddit.com

If you have questions about a Vanilla Visa® Gift Card already purchased, please contact Vanilla Visa® Gift Card for assistance at 1-833-322-6760. From: https://www.vanillagift.com/help More on reddit.com

One day their going to meet their maker and hopefully before that day come they meet trump More on reddit.com

Facebook has a group called Vanilla Visa gift card victims. That is where I found the emails for incomm.com to get new cards that work. That group is starting a class action case on Vanilla gift cards. They should be pulled from the stores until the problem is fixed. I would not want to buy another one because of the problems and aggravation. There are answers and links in that group to help get your money back! The group with Sandra as the administrator! Check the group out, it is well worth it! More on reddit.com