The Trekker Prepaid Mastercard

We’ve collected some of our most frequently asked customer service and technical questions to help you resolve potential problems and get your questions answered as quickly as possible.

What is the Trekker Card account?
The Trekker card account is an employee incentive prepaid card. Your employer will issue you a Trekker card that can be used everywhere Debit Mastercard is accepted, access cash at the ATM, or pay bills.

The Trekker Mastercard is accepted at millions of places worldwide. You can use it to make payments and purchases in stores, online or by phone.

Ordering and funding a Trekker Card account

The Trekker Card program is an employee incentive program. Your employer has to request a Trekker card for you.

How did you get my information if I never signed up?
Although the Trekker prepaid card is not personalized with your name on it, your employer provided us some general information to open your Card account. You will be asked to confirm the accuracy of this information when you register and activate your card.

Will my credit report be checked at any time when I open or activate the Trekker Card?
No, a credit check is not required or performed at any time when opening or using a Trekker Card account.

Will my Card usage affect my credit?
No, Trekker is a prepaid account program – and as such, your usage does not affect your credit rating.

How do I activate my card?
You can activate your card directly through the Trekker mobile app or online by accessing our website at www.trekkercard.com. You cannot activate the Trekker card on the phone unless you are activating a replacement. Be sure to sign the back of your card, so merchants can validate your identity when you sign for purchases.

How do I set up my personal identification number (PIN)?
You can easily set up or update your account related PIN through the mobile app, online by accessing our website www.trekkercard.com, or by calling 1-844-654-9363.

Is there a minimum balance for a Trekker Mastercard?
No, there is no minimum balance requirement. However, cards with a zero balance and no activity may be subject to closure after 90 days.

How do I place funds on my Trekker Mastercard?
Only your employer can add funds to your Trekker Card account. Your card will be issued with a balance preloaded by your employer.

What is the maximum balance of funds I can have on my card?
Although you do not place the funds on the Trekker Card yourself, the Card does have a maximum value of $5,000.

Using Your Trekker Mastercard

Where can I use my Trekker Mastercard?
You can use the card to purchase goods and services everywhere Debit Mastercard is accepted, withdraw cash at all participating ATMs, and pay bills electronically.

Can the Trekker Mastercard be used for PIN purchases?
Yes, you can use the Trekker Card for PIN purchases. If the merchant's terminal can accept PIN, choose the debit option. You will then be prompted to enter your PIN.

Can the Trekker Mastercard be used for signature purchases?
Yes. If the merchant's terminal accepts credit, select the credit option. You will be asked for your signature, and will not be asked for your PIN. Please note that your card is still a prepaid debit card, and can only be used for the funds available on your account. Selecting credit only changes the way the card processes. It does not change your card type, and we will not extend you credit.

Can I use the Trekker Mastercard for online purchases?
Yes. You may use your card number for online purchases. Please make sure you enter the correct billing information, including your name and the address on file with Trekker, or the transaction may be declined. Please note that the Trekker Mastercard cannot be used for online gambling.

What happens when I return something I bought with my Trekker Card?
Any refund for goods or services purchased with the Card Account will be made in the form of a credit to the Card. While most merchants settle these at night this may vary depending on the merchant, verify with the merchant when you should expect to see a credit. Typically a credit from a return should reflect on your Card Account within a few business days.

How can I withdraw cash with my card?
You can use your card and PIN to withdraw cash at any ATM that displays the Mastercard or Accel logo. Some Mastercard merchants also will allow you to receive cash back when you select debit and use your card and PIN to make a purchase.

Are there limits on purchases or other withdrawals?

Trekker Mastercard Transaction Limits
Daily limit for transactions to obtain cah from a Mastercard or Accel ATM $300/transaction $300/day
Daily limit for cash back from merchants $75/day
Daily limit for all other kinds of transactions, including purchases at Mastercard Merchants $2,500/transaction $2,500/day
Daily limit for all transactions $2,500/day

Do I have the option to request overdrafts on my card?
No. This program does not allow for the accounts to be overdrawn.

Do some merchants get authorization to charge more than the actual amount of a purchase?
As with most card programs, when the Trekker Card is used for certain kinds of transactions, the merchant accepting the card may request advance authorization of that transaction, and may estimate the amount of the transaction. This is usually because the final purchase amount is not known at the time you present your card. For example:

What is an Authorization Hold?
An “Authorization Hold” is a temporary hold on the funds available on your card for the amount of that authorized transaction. An Authorization Hold generally will be released within 3 business days after the date we authorized that transaction. However, certain merchants, especially rental car companies, hotels and others that authorize high dollar amounts may cause an Authorization Hold to remain in effect for an extended period of time. You can see each Authorization Hold on the funds available on your card at any time by calling 1-844-654-9363 or logging in to the Trekker website. Certain transactions may be handled differently by different merchants. If you are unsure of a merchant's policy, it's best to ask before presenting your card.

Managing Funds on Your Trekker Card

How do I check my balance?
You can check your balance any time by logging in to the website www.trekkercard.com or mobile app. You can also call 1-844-654-9363 to hear your balance.

Will I receive statements showing charges on my Trekker Card Account?
Yes. Once you activate your card, you may receive periodic electronic statements showing all activity on your Trekker Mastercard.

Do I have to wait until I get a statement to see the transactions on my Trekker Card Account?
No. Your Trekker mobile app will provide you with up to date information on all your transactions. You can always view this information by accessing the website at www.trekkercard.com or by contacting 1-844-654-9363.

Can I have Alerts go to multiple phone numbers?
No. You can have alerts sent to only one mobile phone number. Although Trekker does not charge for text alerts, standard text message rates apply.

What's the difference between my pending transactions and posted transactions shown on the Trekker mobile app or website?
With a pending transaction, the transaction has been authorized for a specific amount, but that transaction has not been submitted for final settlement. The funds are still in your account, but are reserved and cannot be used. With a posted transaction, the transaction has been submitted and cleared for payment to the merchant, and the amount of the transaction has been deducted from the funds available on your Trekker Mastercard.

How do I send funds with Mastercard MoneySend?
When logged into your app, select Send/Receive Money. Allow the app access to your contacts to more easily find a contact’s email address or phone number. Enter the reason for the funds being sent, and select Pay. Finally, enter the amount to send. The recipient of the funds will receive a notification with instructions on how to receive the payment.

How do I request funds with Mastercard MoneySend?
You cannot request funds with the Trekker Card account.

Can I add my Trekker account to Apple Pay, Samsung Pay, or Google Pay?
These services are currently not supported on Trekker Card.

Budgets

How does budgeting work?
The Trekker budgeting component will track your purchases based on budget category. If you choose, upon your initial use of the account, we will track your transactions for the first 30 days. After those 30 days, we will automatically create budget categories and amounts based upon those transactions. You will always have the opportunity to edit (add/delete/change) the budget categories, and change the suggested budget amounts. Using the intelligence within the Trekker system, we will proactively keep you informed when you’re spending within your budget, or spending at a rate that is below or above your estimated budget.

Will my Trekker Mastercard get declined if I go over budget?
No, we don’t decline transactions based on budgets. The budgeting display is informational and doesn’t affect your ability to make purchases within your available account balance.

Updating Your Trekker Mastercard and Account

Why do I need a text message to log in?
For security purposes, we register every device you use to access your Trekker account. When we don’t recognize a device, we’ll ask send you a text message with a code to register it (standard text message rates apply). If you do not receive the text message or would prefer that we don’t send you one, you may call account services at 1-844-654-9363 to receive your verification code.

What if I need a replacement card?
The simplest way to order a replacement card is through the mobile app. Additionally, you can order a replacement card on the website www.trekkercard.com, or by contacting 1-844-654-9363.

How can I change my PIN?
You can change your POS/ATM PIN right through the Trekker mobile app. Alternatively, you can change your PIN by logging on to website at www.trekkercard.com, or by calling 1-844-654-9363.

How do I update my address?
You can update your address through the mobile app, by logging on to website at www.trekkercard.com, or by calling 1-844-654-9363. Please be advised that you cannot change your address within 30 days of activation.

What do I do to speak to someone in customer service? You can call 1-844-654-9363 and select the option for a customer service agent.

What happens when my Card expires?
When your card expires, we’ll automatically issue you a replacement card if you still have a balance and have been using your Card. If you have an expired card and haven’t received a replacement, please report the card lost on the website, or call us at 1-844-654-9363.

How do I lock/unlock my Trekker Card?
You can lock and unlock your Trekker Card at any time by logging in to your Trekker app, selecting Manage Trekker Card, then selecting lock my card. You can also call us any time at 844-654-9363. While your card is locked, it will be declined for any purchases, including recurring transactions such as a subscription.

If Your Trekker Card is Lost or Stolen

What if my Trekker Card is lost or stolen?
If you believe that you have temporarily misplaced your Trekker card, you have the option of immediately “Locking” the account right from your mobile app. When the card is found, you can then just go back into the app and “Unlock” the account, and you can use the account normally.

If the card is permanently lost or stolen, you can simply access the mobile app and report it lost/stolen right there. Alternatively, you can call 1-844-654-9363 to report it, or log into the website at www.trekkercard.com to change the status of your card and review your transaction history. If your card has been used for unauthorized purchases, a customer service agent will be able to assist you with the dispute process.

Fees

Are there fees associated with the Trekker Card?
No! The Trekker Card has no consumer fees. Please be advised that ATM operators may charge you a fee to use their ATM.

Effective Date: November 9, 2017