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Activate your Prepaid Visa or Mastercard gift card reward
Activate your Prepaid Visa or Mastercard gift card reward

A step-by-step to help you successfully complete the Identity Verification process required to access your funds

Updated over a week ago

Why am I being prompted to verify my identity?

The Identity Verification process is based on global Anti-Money Laundering (AML) rules and regulations, which are meant to minimize the chance of the payment program being used to commit financial crimes.

Based on these regulations, Prepaid Digital Solutions is required to implement the necessary controls to verify the name of the card recipient to prevent the use of anonymous and fictitious names and verify the identity of payees with Know Your Customer (KYC) controls.

Note: KYC is no longer required for CAD Prepaid Visa and Mastercard. Recipients will still need to register their name, address, and phone number to the card during the redemption process, but no other information will be required.

Identity Verification Flow

Step 1 - Fictitious Name Monitoring

After clicking the redemption link included in the reward email and entering your card's digital token, you'll be prompted to provide your name, address, email and mobile phone number to be associated with your card.

If you enter complete and valid data, you can expect to proceed to the next step in the redemption flow. However, if the information provided triggers a fictitious name red flag, you will receive an error message asking you to review and confirm your name entry:

Common errors resulting in fictitious name red flag:

  • Fictitious name (i.e: Mickey Mouse)

  • Gibberish

  • Character limit not met

  • Same first and last name (i.e: Smith Smith)

You will be given another opportunity to provide correct information. If you provide a name that results in another error, you will be prompted to complete the KYC process outlined below.

Know Your Customer (KYC) Flow

A KYC check is initiated whenever you:

  • Do not pass the fictitious name monitoring step

  • Attempt to redeem a payment that causes your cumulative total payment amount (tracked by the email address associated with your card) to reach the applicable threshold (threshold amounts may vary based on your country of residence).

Step 2 - To claim your payment (and any future payment), you must provide at minimum your full name, primary residential address, and birth date. Depending on your country of residence, you may also be prompted to enter additional personal identification information such as tax code number, civil registration number, personal identification number, National ID number, etc.

You may choose to provide the required information at the time you are prompted (recommended) or may opt to return later to provide the information and proceed with the verification process. However, you will not be able to access your card's funds or future cards until you’ve provided the information and cleared the KYC check.

Note: You will be cleared in real-time provided you correctly entered the required information; your name, primary residential address and date of birth (DOB). In some circumstances — including a recent move — you should enter the address where you are receiving your personal mail. If you do not enter a residential address, you will likely fail a real-time check and the Prepaid Digital Solutions team will need to send an email requesting additional documentation. Similarly, if you recently changed your name, the screening databases may not have your most up-to-date information, so you should enter the name you feel is more likely to pass.

Step 3 - Once you submit the required information, your identity will be verified and checked against various jurisdictional AML and Sanctions watchlists in real time. If you're cleared, you will continue to the next step of the payment redemption journey to access your funds.

If the KYC check requires further review (e.g., if the system is unable to validate your identity or if your information is a potential match for an AML watchlist), the Prepaid Digital Solutions Support Team will work proactively to clear your account within 5 business days and may reach out to you via email as part of the process. A contact number is also provided as illustrated in the example below.

Step 4 - You will receive an email (from [email protected]) informing you that your case is being reviewed and that additional documentation is needed. The email includes a secure link to a site where you can upload documentation:

Clicking the link will take you to a secure website for documentation upload:

If you do not upload your information, Prepaid Digital Solutions will continue to reach out via email.

Note: If you return to the site to access your payment before your account is validated, you are reminded that you should have received an email outlining the next steps:

Step 5 - KYC Review: All Clear

Once you are verified, you will receive an email letting you know that you can access your funds:

Note: You will be only asked to verify your identity once. However, if regulatory requirements change or if information in your customer profile changes, you may be asked to verify your identity again.

Prepaid Digital Solutions Support:

USD or CAD: +1 877 325 8444 (phone support is available Monday–Friday from 8:00 am to 6:00 pm CST.)

EURO or GBP 44-2035142425

JPY 81-3-6890-8680

AUD 61-2-8046-6576

ZAR 27-21-300-9878

Or click the 'Contact Us' link on

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