Who to Call if You Have Issues With Your Prepaid Mastercard?

When you redeem your Pulse Cash as a prepaid Mastercard in your Virgin Pulse account, you will receive a prepaid Mastercard confirmation email to the email address associated with your Virgin Pulse account. In that email, you will have all the necessary information to proceed with your prepaid Mastercard redemption. 

Note: Please click here for instructions on how to have the redemption email resent to your email address.

Sometimes, you can experience an issue with your prepaid Mastercard. For example, you cannot access your email inbox for some reason. In such scenarios, you can reach out to Virgin Pulse to request to change the email address associated with your account and request to have the prepaid Mastercard confirmation email re-sent. However, please note that the standard procedure for such account reviews is done via phone only where we would be able to review your account properly. Visit our Contact Us page for more information on how to get in touch with our member services support. 

Note: It is important to know that Virgin Pulse can only assist you with prepaid Mastercard confirmation emails and prepaid Mastercard issues on the Virgin Pulse platform itself.

Below you can find the most common inquiries regarding Prepaid Mastercard:

What can I do if I have lost my physical prepaid Mastercard or need to replace it?

Please note that My Prepaid Center is a third-party vendor that administers both physical and virtual prepaid Mastercard. For all inquiries regarding the loss or replacement of a physical prepaid Mastercard, please contact them at:

• [phone] (US and Canada toll-free) 
• [phone] (Outside US and Canada tolls apply),
• Argentina: +(54) 800-345-1176
• Costa Rica: +(506) 800-032-0097
• Israel: +(972) 180-951-0021
• Mexico: +(52) 800-953-0319
• United Kingdom: +(44) 808-189-1909

I have noticed suspicious charges on my prepaid Mastercard. What should I do?

Please contact My Prepaid Center at one of the dedicated numbers provided below as soon as possible:

• [phone] (US and Canada toll-free) 
• [phone] (Outside US and Canada tolls apply),
• Argentina: +(54) 800-345-1176
• Costa Rica: +(506) 800-032-0097
• Israel: +(972) 180-951-0021
• Mexico: +(52) 800-953-0319
• United Kingdom: +(44) 808-189-1909). 

Make sure to change your password for the My Prepaid Center account, and your other passwords as well (email account and other websites where you use the same password, as it may have been compromised). 

I have not received my physical prepaid Mastercard. What can I do?

If requested, a Physical card will be mailed to the member in 7-10 business days (2 weeks) and a $3 processing fee will be deducted from the card balance. Once your card is shipped, you will receive an email confirmation from My Prepaid Center. If you have waited and still haven’t received your card, please contact My Prepaid Center at:

• [phone] (US and Canada toll-free) 
• [phone] (Outside US and Canada tolls apply),
• Argentina: +(54) 800-345-1176
• Costa Rica: +(506) 800-032-0097
• Israel: +(972) 180-951-0021
• Mexico: +(52) 800-953-0319
• United Kingdom: +(44) 808-189-1909).

Note: Additional prepaid card options that are available on the platform are in the form of E-Prepaid cards and can be redeemed online once you receive a prepaid card confirmation email. If for some reason you have not received the email or your Pulse Cash balance was deducted from your account but there is an issue with your card, please contact us. Once we obtain all the necessary information, we should be able to investigate the issue and advise you on how to proceed further.