If you or your customers are having issues after receiving the prepaid debit card redemption email, the card owner must contact the supplier directly. 

For USD you can go to this link for support help.tangocard.com/s/ 

For CAD, CNY, EUR, GBP, JPY and AUD you can reach support at www.prepaiddigitalsolutions.com or by calling the relevant phone number below, depending on card currency. 

Card Currency
Support Number to Call
USD US Dollars 888-371-2106
CAD Canadian Dollars 877-325-8444
CNYChinese Yuan Renminbi877-325-8444
EUR or GBPEuros or British Pounds(+44) 2035142425
JPYJapanese Yen(+81) 3-6890-8680
AUDAustralian Dollars(+61) 2-8046-6576

I didn't receive the email; what happened?

We consistently send emails containing redemption information promptly. If you haven't received it in your inbox, please check your spam folder. Occasionally, corporate IT systems may block or delay emails from external sources, so we recommend checking with your IT department. The email will be sent from no_reply@notifications.xtrm.com.

Additionally, you can always access your XTRM account to view transaction details, including all necessary redemption information. Within your account, there is also an option to resend the redemption email if needed.


What is a Virtual Prepaid debit Visa or Mastercard?

A Virtual Prepaid debit Master or Visa Card is a 16-digit card account that will be displayed immediately. You can start shopping online, over the phone, or add the card to your favorite retailer or fast food mobile app, wherever MasterCard or Visa debit is accepted. NOTE: A Virtual Prepaid Visa Card cannot be used in a physical store, the card can be used online or by phone wherever MasterCard or Visa is accepted.

Is there a fee for a Physical Prepaid Visa Card?

Yes. There is a $3.00 fee for creating and shipping your new Physical Prepaid Master or Visa Card. Virtual cards are free.

How long will it take to receive my Physical Prepaid Visa Card?

Standard delivery is 7 – 10 business days to receive your Physical Prepaid Visa Card. It will be shipped in a plain white envelope. NOTE: For orders outside of the US, delivery times vary.

How long do I have to redeem and spend?

After you receive the redemption link by email:
  • 6  months to redeem the reward for a Virtual or Physical Reward
  • 7  months  post redemption to spend the rewards for CAD
  • 12  months post redemption to spend the rewards for EUR, GBP, AUD, INR, HKD, JPY

Can I change from a Virtual Prepaid Visa card to a Physical Prepaid Visa Card?

No. Once you have chosen, the Prepaid Visa card cannot be changed.

Can I get cash for my Prepaid Visa Card?

No. There is no option to redeem for cash.

Does my digital token expire?

USD-  once the card is sent, a recipient will have six months to use their card.

CAD - you will have 4 months to redeem your digital token at the redemption site. Once you have redeemed you'll have 7 months to use your card.

EUR, GBP, HKD, AUD, JPY, and INR currencies-  you will have 6 months to redeem your digital token at the redemption site. you'll have 12 months to use your car.

I did not receive my Security PIN. What should I do?

After selecting your Prepaid Card, you may be emailed a security PIN, which you will use to complete the redemption process. If you do not receive the Security PIN, you may click the Resend PIN option to have another PIN email sent to you. Be sure to check your junk mail or spam folder for the email. NOTE: The Resend PIN email will be sent to the email assigned to your created user name.

Why is my Prepaid Visa Card being declined?

You can view your transaction history and reasons for the decline in your Prepaid Code Center Account at www.prepaiddigitalsolutions.com. The prepaid Customer Service team can also be reached through the Contact Us link on www.prepaiddigitalsolutions.com.

Additional FAQ's

The account and data information below is about your prepaid solutions account, created only if you want to store the virtual cards for later use. 

What is a Prepaid Digital Token?

A Prepaid Digital Token is a 14-digit alpha-numeric code. A Token is given to you as a reward or payment for an incentive, promotion, or another type of approved program and will usually be embedded in an email link. When you click the link or enter a valid Token, you can choose from various prepaid card products approved for the program.

How can I get a Prepaid Digital Token?

You can't buy a Prepaid Digital Token yourself. Instead, prepaid Digital Tokens are distributed by companies to you as a reward or incentive.

Do Prepaid Digital Tokens expire?

Yes. The Prepaid Digital Token has an expiration date, following the Program Sponsor's rules. Prepaid Digital Tokens can't be used after expiration, so please pay attention to the date.

Why do I need to create a username and password?

If you may get multiple Prepaid Digital Tokens, you'll be able to create a password-protected Digital Wallet, where you can see all your cards in one place. This includes card details, mail dates, balances, PINs, and spending history.

What are the rules for username and password creation?

For security, passwords and usernames must be unique and hard to guess.

Digital Prepaid Visa Wallet username rules:

The username and password can't be the same. Your username must be at least 6 and no more than 50 characters.

  • Your username can have letters, numbers, and special characters but no spaces.
  • Letters within your username aren't case-sensitive. Both will work if you enter your username as lowercase the first time and uppercase later.
  • You can use your email address for your username or something else if you'd like.

Digital Prepaid Visa Wallet passwords rules:
  • Your password can't be the same as your username.
  • Your password must be at least 7 characters and no more than 32 characters, including spaces.
  • Your password must have at least 1 uppercase letter, 1 lowercase letter, and 1 number.
  • Your password can have special characters and symbols.
  • Letters within your password are case-sensitive.

I forgot my password. How do I get into my prepaid Visa Wallet?

You can reset your password by clicking the Forgot Your Username or Password? Link on the home page. You'll need to enter your username and answer the Challenge Question you set up when you made your wallet. If your answer matches, we'll email you a temporary password. You'll pick a new password when you log in.

Why do I need to provide my address?

The address will be used to mail a physical plastic card to you if you choose to get a physical card. The card address is also important in ensuring you can use your virtual or physical card successfully. Most web merchants run address verification when you check out to make sure that the address of the card and the address you give the merchant are a match. If you move or need to correct an address, you can edit the card address anytime.

How do I update my address?

If you need to correct an address, log into your wallet, go to the "Menu," and click "Profile." Here, you can edit your wallet address, meaning the next card you add to your wallet will use this address. You can also update the address of an individual card by clicking on a card in your wallet or clicking on the original email sent to you. Then, select the Edit option next to the address.

What will you do with my personal information?

Your information will only be used to create, deliver and service your card. We will never sell it to other companies or use it to market to you.

I didn't get my verification email. What should I do?

You may be sent a verification email when giving your profile information, which helps us verify your identity and protect your card. If you don't get the email within one minute, check your junk mail or spam folders first. You can also click Resend to have another email sent.

How do I learn more about virtual and physical plastic cards?

When looking at card options, you can click on the FAQ button to read Frequently Asked Questions and learn more about how virtual and physical plastic cards work and how to spend them. You can also click on a card in your wallet or the original email sent to you to read the FAQs and Terms for that card.

I haven't gotten the physical plastic card I chose. What should I do?

We'll email you when your card ships to inform you it's on the way. You should get this email within a few business days of making your choice. Then, allow standard mailing timeframes for your card to arrive. Please contact prepaid solutions on the numbers above if you've waited and still haven't gotten your card, 

Where do I go to view my cards?

You can see your card details anytime by clicking the original email link. Or, if you created a username and password for your Digital Wallet, log in and click on the card you'd like to look at. You'll see card details, mail dates, balances, PINs, spending history, and more.

I think another Prepaid Digital Token was sent to me, but I can't find it. What should I do?

First, check your junk mail or spam folder for an email from no_reply@notifications.xtrm.com. If you can't find it, please log in to your account at www.xtrm.com and view the transaction details, including all the redemption information.