For customers
For questions about goods, delivery or order cancellations, start with the merchant that sold the items. Card and funding support details will be provided with the relevant program.
HELP CENTER
A clear answer.
A useful next step.
Find help for Merchant Checkout, Corporate Prepaid and Loyalty.
CORPORATE PREPAID HELP
For businesses and employees.
Is Corporate Prepaid part of Merchant Checkout?
No. It is a separate program for employee incentives, expense reimbursements and corporate payouts in Canada and the United States. No storefront or checkout is required.
Who can load an employee’s card?
Only the corporation. Employees cannot add their own money, use the checkout funding methods, or load funds from external sources.
What can employees do in the app?
Check balances, review transactions, manage card details and move money off the card using the transfer options supported by their corporate program.
Who should I contact about a corporate payout?
Contact your employer’s program administrator about payout amounts, timing or eligibility. Card and transaction support follows the contacts supplied in your corporate card agreement.
MERCHANT CHECKOUT HELP
Good questions.
Clear answers.
What are the two Merchant Checkout card options?
The one-time gift card is closed-loop and used to pay for a single purchase with the merchant. The virtual card is a general-purpose reloadable card that customers can keep and load again.
How do customers fund their payment?
Within Merchant Checkout, both the one-time gift card and reloadable virtual card support the same customer funding options, grouped by country. These methods do not apply to Corporate Prepaid employee cards.
- Canada: credit card by entering your card details, credit card through Apple Pay or Google Pay, and Interac e-Transfer.
- United States: credit card by entering your card details, credit card through Apple Pay or Google Pay, Venmo, Cash App, Zelle and real-time ACH.
Will customers need to verify their identity?
The reloadable virtual card includes identity verification. The exact steps and required information will depend on the program. Requirements for the one-time gift card will also be defined by the applicable program.
Does Vaultly replace my online store?
No. Vaultly is intended to integrate into your existing checkout, with a Vaultly-branded payment page within your merchant website. Integration requirements will depend on your platform.
How do I manage my reloadable virtual card?
Your reloadable virtual card includes access to a consumer portal. See your balance and transactions, view your card details, add money and transfer funds to a bank account. Explore the portal preview.
Can I get a refund on my gift card?
All gift card sales are final. Once purchased, gift cards are non-refundable. This applies to the purchase of the gift card itself. Returns of goods or services are handled separately under the merchant’s policy and applicable law. The final-sale policy does not remove any rights you may have for unauthorised transactions or payment errors.
Can the one-time gift card be used again?
No. It is loaded for the purchase and retired after it is used. Customers who want to reload and use a card again can choose the virtual card option.
LOYALTY HELP
Rewards that fit your business.
Explore earning models, member rewards and program features, or discuss your business with our team.
Where do I ask about missing points or a reward?
Start with the business running your loyalty program. Keep your receipt, the date of the activity and a screenshot of the points or reward in question. See our Loyalty review guidance.
Are loyalty points the same as a card balance?
No. Points and rewards follow the participating business’s loyalty rules. Card funding, transfers and card transaction disputes follow the applicable card program.
Where can I check reward rules and privacy?
Review the program’s enrolment terms for earning, redemption, expiry and member communications. Our Loyalty disclosures and privacy draft describe the information to confirm.
For merchants
For questions about fit, integration or available payment options, explore the merchant page or prepare a demo enquiry.
Need to dispute a transaction?
Find sample guidance on unrecognised charges, billing errors and purchase issues, plus the details to prepare for a review.
Dispute Transaction