Q: How do I get a new Wisely card?

If your card has been lost, stolen, or damaged , or you believe there is a fraudulent transaction on your card, it may be time for a new card. To get a new Wisely card Call Wisely Customer Service for assistance. When you place an order for a new card, your card balance will be moved from the old card to your new card. Your card balance will be transferred upon activation. Wisely Pay members: 1-866-313-6901 Wisely Direct members: 1-866-313-9029 Wisely Cash members: 1-877-431-5860 Note: It may take up to 7 to 10 business days to receive a new card. During that time, you will not be able to use your old card or your new card, for online or in-person transactions. To request a card for a secondary cardholder You can use the myWisely ® app to request up to three cards for your spouse or other family members. You will need the new secondary member’s name, Social Security Number, and date of birth to request the card.

Question 1

Can I dispute or cancel a pending debit transaction?

Accepted Answer

No. Please wait for the transaction to post on your account to allow the merchant enough time to correct and update any issues.

Note: At times, the amount completed is different from the amount that is pending.

However, if you suspect the pending transaction is fraudulent, please file a dispute by contacting Wisely Customer Service:

Wisely Pay members: 1-866-313-6901

Wisely Direct members: 1-866-313-9029

Wisely Cash members: 1-877-431-5860

How do I know which card I have?

Question 2

Can I still use my card for purchases when it&#8217;s locked?

Accepted Answer

No, purchase transactions will be declined when your card is in the locked status.

Question 3

Can you tell me more about additional fraud protection?

Accepted Answer

Your funds are protected from fraud if your card is lost or stolen. Transactions that qualify are protected by either the Visa^® or Mastercard^® Zero Liability Policy. The Zero Liability Policy provides protection from unauthorized purchases. Other restrictions may apply.

You may also have other protections under applicable law, such as Federal Regulation E, which implements the Electronic Funds Transfer Act. Please refer to the Cardholder Agreement and List of Fees you received when you enrolled for the Wisely^® card.

Transactions made outside of the cardholder’s residential state and adjoining states may be declined unless the cardholder sets a travel notice.

Question 4

How can I set a travel notice and how long does it take?

Accepted Answer

A travel notice becomes effective immediately upon saving changes. It takes only seconds to set a travel notice and help protect yourself against fraud.

To set a travel notice

You may also call Wisely Customer Service.

Wisely Pay members: 1-866-313-6901

Wisely Direct members: 1-866-313-9029

Wisely Cash members: 1-877-431-5860

How do I know which card I have?

Question 5

How do I dispute a transaction and how long does it take to resolve?

Accepted Answer

If you notice unauthorized charges on your account, please contact us as soon as possible. A member of the Wisely team can initiate the dispute process and take the appropriate steps to further protect your account.

Wisely Pay members: 1-866-313-6901

Wisely Direct members: 1-866-313-9029

Wisely Cash members: 1-877-431-5860

We will be able to review the account transaction history and provide assistance. Resolution timeframes will vary based on transaction type.

How do I know which card I have?

Question 6

How do I get a new Wisely card?

Accepted Answer

If your card has been lost, stolen, or damaged, or you believe there is a fraudulent transaction on your card, it may be time for a new card.

To get a new Wisely card

Call Wisely Customer Service for assistance. When you place an order for a new card, your card balance will be moved from the old card to your new card. Your card balance will be transferred upon activation.

Wisely Pay members: 1-866-313-6901

Wisely Direct members: 1-866-313-9029

Wisely Cash members: 1-877-431-5860

Note: It may take up to 7 to 10 business days to receive a new card. During that time, you will not be able to use your old card or your new card, for online or in-person transactions.

To request a card for a secondary cardholder

You can use the myWisely^® app to request up to three cards for your spouse or other family members. You will need the new secondary member’s name, Social Security Number, and date of birth to request the card.

Question 7

How do I get a Wisely card with an EMV chip?

Accepted Answer

If your Wisely card does not have an EMV chip, you can request a replacement card be sent to you that will contain an EMV chip.

Question 8

How do I know if a text message I am receiving is really from Wisely?

Accepted Answer

We will only send you a text message from our Wisely short code.

For messages related to unusual activity or for additional login verification

If you have a Wisely pay card

The text will come from the phone number 34085.

If you have a Wisely Direct card

The text will come from the phone number 71016.

How do I know which card I have?

For marketing-related messages that you opted into

The text will come from the phone number 84236.

If you receive a text message from any other phone number, please ignore it. This is not us!

Be sure to verify the phone number we have for you on your record is a valid mobile number that can receive text messages.

Question 9

How long does a dispute take to resolve?

Accepted Answer

Resolution timeframes will vary based on transaction type but we try to resolve your dispute as efficiently and effectively as possible. We will be able to review the account transaction history and provide assistance.

Wisely Pay members: 1-866-313-6901

Wisely Direct members: 1-866-313-9029

Wisely Cash members: 1-877-431-5860

How do I know which card I have?

Question 10

How much does it cost to replace a lost, stolen or damaged card?

Accepted Answer

Cards can get lost or stolen, so we grant one free card replacement for a lost/stolen primary or secondary card per calendar year.

Each additional card replacement for a lost/stolen primary or secondary card per calendar year will incur a fee.

To get a new card, contact Wisely^® Customer Service.

Wisely Pay members: 1-866-313-6901

Wisely Direct members: 1-866-313-9029

Wisely Cash members: 1-877-431-5860

Please see Cardholder Agreement and List of Fees for more details.

Question 11

How will Wisely notify me of unusual account activity?

Accepted Answer

We utilize two-way texting, which makes it easy to receive and reply to important alerts within seconds of a declined transaction. Verify the phone number we have for you on your record is a valid mobile number that can receive text messages.

Also, be sure to download the myWisely^® app to see the latest updates, manage your account, and view your transactions.

Question 12

If I lock my card, will it stop pending transactions from going through?

Accepted Answer

No, locking your card does not stop pending transactions from going through. When you lock your card, it prevents new transactions from being authorized, but it does not stop transactions that are pending or have already been authorized.

Question 13

Is the money on my Wisely card FDIC insured?

Accepted Answer

Upon activation, your card balance is eligible for FDIC pass-through deposit insurance up to the eligible amount through Fifth Third Bank, N.A., Member FDIC or Pathward^®, N.A ., Member FDIC. Please log into the myWisely^® app or mywisely.com to see your Cardholder Agreement and List of Fees for more information.

Question 14

What are the benefits of receiving fraud alerts?

Accepted Answer

There are many benefits of opting into fraud alerts. With alerts turned ON:

A suspicious transaction will be blocked.
You get notified right away via text.
If it’s your transaction, reply “Yes” and you can try the transaction again.
If you reply “No,” we’ll immediately lock your card to protect your account.

If you previously opted out of alerts, you need to opt in to receive fraud alerts. Be sure to verify the phone number we have for you on your record is a valid mobile number that can receive text messages.

Question 15

What do I do if I have a question or think there is an error with a transaction on my card?

Accepted Answer

Contact Wisely^® Customer Service right away and we’ll provide assistance.

Wisely Pay members: 1-866-313-6901

Wisely Direct members: 1-866-313-9029

Wisely Cash members: 1-877-431-5860

If you suspect fraud, you can instantly lock your card so it cannot be used.

Log into the myWisely^® app.
Go to Account Settings, then open Card Settings to use this feature.

If you find your card, you can instantly unlock it and resume using it.

But be sure to report a lost, stolen, or damaged card immediately.

How do I know which card I have?

Question 16

What do I need to do when I’m notified of unusual account activity?

Accepted Answer

If you attempt a transaction that seems suspicious, it will be blocked, and you will receive a text message. If the transaction is yours and you reply “Yes” to the text, you can retry your transaction. If you don’t recognize it and reply “No,” we’ll immediately lock your card to further protect your account.

Wisely Pay members: 1-866-313-6901

Wisely Direct members: 1-866-313-9029

Wisely Cash members: 1-877-431-5860

How do I know which card I have?

Verify the phone number we have for you on record is a valid mobile number that can receive text messages.

Question 17

What if I have a recurring payment set up that needs to debit my account and my card is locked?

Accepted Answer

For your protection, recurring debit transactions will be blocked while your card is locked. You may need to make alternate payment arrangements during this period.

Question 18

What if my card is lost, stolen, or used without my permission?

Accepted Answer

Don’t worry! There are several ways to safeguard your card.

If your card is lost, stolen, or misplaced

Be sure to instantly lock your card using the myWisely^® app or on mywisely.com so your card cannot be used.

To lock your card

Log into the myWisely^® app or mywisely.com.
Go to Account Settings, then open Card Settings to lock your card.

Note: Pending transactions will go through even if you lock your card.

If you find your card, you can instantly unlock it and resume using it.
If you cannot find your card, call Wisely Customer Service immediately:

Wisely Pay members: 1-866-313-6901

Wisely Direct members: 1-866-313-9029

Wisely Cash members: 1-877-431-5860

How do I know which card I have?

We will cancel your card and transfer the funds to a new card that will be sent to you. Please note that funds are not transferred until your new card has been activated.

Question 19

What is a travel notice?

Accepted Answer

A travel notice is an enhanced security measure that helps to protect you against fraud when using your Wisely card while traveling outside of your home state, bordering state(s), and internationally.

Your Wisely card will work in your home state and any bordering state upon activation. However, your card may be declined if you travel outside of your home state and bordering state(s).

Question 20

What should I do if my card is declined when traveling?

Accepted Answer

Log in to the myWisely^® app or mywisely.com to set up a travel notice. You may also call Wisely Customer Service.

Wisely Pay members: 1-866-313-6901

Wisely Direct members: 1-866-313-9029

Wisely Cash members: 1-877-431-5860

How do I know which card I have?

Question 21

What types of transactions will be blocked when my card is locked?

Accepted Answer

All debit transactions initiated by you, or external parties will be blocked, including ACH debits, PIN debit, and signature debit transactions.

Question 22

When Wisely calls me, will they ask me for a one-time passcode (OTP) to verify myself?

Accepted Answer

No! We will NEVER ask you to provide us with a one-time passcode over the phone. If someone asks for this one-time code, please DO NOT share it as this is most definitely a scam.

Question 23

Who can lock or unlock my card?

Accepted Answer

Only you or authorized team members from the Wisely fraud, disputes, and operations teams can change your card status to locked or unlock it.

What do I do if I misplace or lose my card?

Question 24

Why would I want to lock or unlock my card?

Accepted Answer

Your card cannot be used by anyone while it is locked, adding an additional level of security.

You can lock or unlock your card by logging into the myWisely^® app or visiting mywisely.com.

Question 25

Will deposits to my account still work if my card is locked?

Accepted Answer

Yes, credit transactions like deposits, refunds, and reversals will still be allowed when your card is in the locked status.

Question 26

Will Wisely freeze my funds while a dispute is being resolved?

Accepted Answer

Wisely^® does not freeze funds while investigating disputes. Therefore, if you recognize unauthorized activity on your account, we recommend you have a new card issued.

Access to funds during dispute investigation

When a new card is requested, the current card will become invalid. You will not have access to your funds until you receive the new card. It may take up to 10 business days to receive a new card. Expedited card delivery is available for an additional fee.

Having access to your money is extremely important and we strive to resolve customer issues quickly, so be sure to include all relevant details when submitting a claim to help speed up the process.

Security & Fraud Protection

Can I dispute or cancel a pending debit transaction?

Can I still use my card for purchases when it’s locked?

Can you tell me more about additional fraud protection?

How can I set a travel notice and how long does it take?

How do I dispute a transaction and how long does it take to resolve?

How do I get a new Wisely card?

How do I get a Wisely card with an EMV chip?

How do I know if a text message I am receiving is really from Wisely?

How long does a dispute take to resolve?

How much does it cost to replace a lost, stolen or damaged card?

How will Wisely notify me of unusual account activity?

If I lock my card, will it stop pending transactions from going through?

Is the money on my Wisely card FDIC insured?

What are the benefits of receiving fraud alerts?

What do I do if I have a question or think there is an error with a transaction on my card?

What do I need to do when I’m notified of unusual account activity?

What if I have a recurring payment set up that needs to debit my account and my card is locked?

What if my card is lost, stolen, or used without my permission?

What is a travel notice?

What should I do if my card is declined when traveling?

What types of transactions will be blocked when my card is locked?

When Wisely calls me, will they ask me for a one-time passcode (OTP) to verify myself?

Who can lock or unlock my card?

Why would I want to lock or unlock my card?

Will deposits to my account still work if my card is locked?

Will Wisely freeze my funds while a dispute is being resolved?