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Frequently asked questions

+ How do I use my OneVanilla Prepaid Card?

Simply present the Card at the time of payment, and sign the receipt. If you wish to use your card for a debit transaction, you will need to select a PIN of your choice for your Card. See below to learn more about selecting your PIN. As you use the Card, the balance will be reduced by the full amount of each purchase including taxes, charges and other fees, if any. The Card can be used to pay the full amount of the purchase and applicable taxes, so long as the balance remaining on the Card is sufficient. If you want to make a purchase for an amount greater than the remaining balance, you must notify the merchant before completing the transaction.

+ Where can I use my Prepaid Card?

You may use your OneVanilla Card anywhere Visa debit cards, PULSE cards or Debit MasterCard is accepted within the fifty United States and District of Columbia. The OneVanilla Prepaid Card cannot be used at merchants outside of the United States, including the Internet and mail order/telephone order merchants outside of the United States.

+ How do I activate my Prepaid Card?

The Card is activated by the cashier at the time of purchase. Sign the back of the Card immediately where indicated. We recommend that you write down the Card number and the customer service number on a separate piece of paper in case the Card is lost or stolen.

+ Can I reload my Prepaid Card?

The OneVanilla Card is not reloadable or returnable. If you are interested in a Prepaid card that is reloadable visit and learn how to sign up for a MyVanilla Prepaid Card.

+ What billing address do I use for online and phone transactions?

Your personal information is not associated with the Card therefore you should use your mailing address. This will ensure that if a problem arises you are able to be contacted by the merchant.

+ Why is the merchant charging me for more than what I signed on my receipt?

Some purchases require a preauthorization. This is where the merchant sends in a transaction for a higher amount than the purchase. For example a $40 purchase at a restaurant is typically sent by the restaurant as $48 as they want to allow for a tip. We are required to approve and hold funds based on the $48 until the merchant finalizes the transaction which can take up to 10 days.

+ Where do I find the serial number on my Card?

The serial number is the 9 digit number on the back of the Card in the bottom left corner.

+ How are merchandise returns processed?

If you are entitled to a refund for goods or services obtained with your Card, you agree to accept credits to the Balance on your Card in place of cash. The credit will reflect on the Card within 30 days.

+ What are the fees associated with the Card?

No fees other than the initial purchase charge will be applied to the Card.

+ Can I share the balance or funds from one OneVanilla Card to another OneVanilla Card?

No, you may not.

+ If I lose my Card or my Card gets stolen how do I get a refund or a replacement Card?

If you believe that your Card has been lost or stolen you need to notify us IMMEDIATELY. You can do this by going to and clicking on the ""Contact us"" section, or by calling us at 1-877-770-6408. You will be asked to provide us with the Card number and other identifying information. We cannot provide a replacement Card unless you provide your Card number and all other requested identifying information. If our records show that a balance still remains on the Card, we will cancel the Card and, upon your request, issue a replacement Card to you in an amount equal to the remaining balance less any applicable fee (see below).

+ How do I select a PIN for the Card?

While a PIN is not required to use your Card, for your convenience, you may add a PIN to your Card. Simply Select 4-digit PIN of your choice during your first debit or PIN transaction. The PIN that you enter at the register at that time will be your PIN for all future PIN transactions.

+ What do I do if I forget my PIN?

Don't worry; your Card can always be used for credit transactions without a PIN. But, if you would like to clear your PIN, you may do so by logging into this website with your Card number and choosing "Manage PIN" or by calling the customer service number on the back of your Card. Once you have cleared your PIN, you will need to select a new 4-digit PIN of your choice during the next use of your card for a PIN transaction.

+ When can I start using my OneVanilla Card?

You can start using your OneVanilla Card at the time of purchase. The OneVanilla Card is activated at the store. Note: Some retailers may hold funds for up to 24 hours after time of purchase.

+ What denominations can I purchase a OneVanilla Card for?

The OneVanilla Prepaid Card is a Variable Load Card, which means, You may also purchase $50 and $100 OneVanilla cards at select retail locations.

+ Can I get cash with my OneVanilla Card?

The Card cannot be used at ATMs. If you are interested in using your Prepaid Card at an ATM you may like the reloadable MyVanilla Prepaid Card - learn more at You may not use your card to get cash back at the point of sale.

+ How do I dispute a OneVanilla Card transaction?

If there are any disputes in regard to purchases you make using the Card, you agree to settle such disputes with the merchant from whom the purchase was made.

+ Can I use my Prepaid Card for reoccurring billing?

No, your OneVanilla Prepaid Card cannot be used for this purpose.

+ Can I use my OneVanilla Card at gas stations?

Yes. If you pay at the pump for gas, the pump terminal may check to see if you have funds to pay for up to $125 worth of gas because the station doesn't know how much you are going to buy. If you do not have $125 available on your Card, your transaction may be declined. If you plan to buy less than $125 worth of gas, it is recommended that you give your Card to the station attendant and state exactly how much gas you want to purchase, instead of swiping your Card at the pump."

Need information about selecting or resetting a PIN for your card? Login in now and select Manage PIN


If you have a complaint, first contact the consumer assistance division of ITC Financial Licenses, Inc. at 1-800-571-1376, if you still have an unresolved complaint regarding the company?s money transmission or currency exchange activity, please direct your complaint to the Texas Department of Banking:

In Person or U.S. Mail
Texas Department of Banking
2601 North Lamar Boulevard
Suite 300
Austin, Texas 78705-4294

Telephone Number:1-877-276-5554 (toll free)
Fax Number:1-512-475-1313