Virtual MasterCard® FAQ’s
Common Card Misuses
WE RESERVE THE RIGHT TO SUSPEND YOUR CARD, WITHOUT FURTHER NOTICE, IF YOU REPEATEDLY
ATTEMPT TO MAKE PURCHASES IN ANY OF THE WAYS DESCRIBED ABOVE.
- Purchases for more than the balance on your virtual MasterCard (your "Card") are
- Purchases from a Prepaid Phone Company or a Specialty Telecom Provider authorize
in an amount equal to your purchase plus $15 (see below for more details).
- Purchases from some merchants incur a $1 test transaction that reduces the balance
on your Card for up to 3-7 business days (see below for more details).
- Purchases for recurring monthly bills are not permitted.
- Purchases for delivery or take-out food are not permitted.
- Purchases for gambling, pornography and automated fuel dispensers are not
Description of Common Card Misuses
Attempted Purchases in Amounts that Exceed Your Card Balance
For example, your card value is $25 and you attempt to make a purchase for more
than $25. This transaction will be declined every time. For your information, we
reserve the right to suspend your Card, without further notice, if you attempt to
make multiple purchases for more than the value on your Card.
Prepaid Phone Companies and Specialty Telecom Providers
Specialty Telecom includes, among other things, pay-as-you-go cellular providers.
Because these providers have experienced significant fraud in the last several years,
every attempted Specialty Telecom purchase includes a $15 hold-back. For example,
if your Card value is $25 and you are attempting to make a $25 payment, the processor
will attempt to authorize $40 ($25 attempted purchase + $15 hold-back) and your
transaction will be declined every time.
Some Internet merchants (e.g. PayPal and Amazon.com) test your Card with a $1 authorization.
This $1 authorization puts a hold on $1 of your Card value for up to 3-7 business
days. As a result, if your Card value was $25 and you then attempt to make a $25
purchase, the transaction will be declined every time (authorization = $25; Card
value = $24). Repeated attempts at one of these merchants will have similar results.
Prepaid cards, like your Card, generally cannot be used for recurring payment obligations
such as monthly subscriptions of any kind. If you attempt to use your Card at such
a merchant, the attempted transaction will be declined every time.
Your Card generally should not be used at non-Internet merchants such as physical
dining locations that offer phone-based take-out services. If you attempt to use
your Card at such a location, the processor automatically attempts to authorize
the amount of your attempted purchase plus 20%. For example, if your Card value
is $25 and your take-out bill is $25, the processor will attempt to authorize $30
($25 purchase + $5 tip ($25 x 20%)) and your attempted transaction will be declined
Gambling, Pornography and Automated Fuel Dispensers
Your Card cannot be used for any of the above. If you attempt to make a purchase
at one of these merchants, your attempted transaction will be declined every time.
Redeeming Your Reward
Q: When may I redeem my reward?
A: Your may redeem your reward and receive your Card number immediately.
Q: Can I give my reward to a friend or family member?
A: No. You are the only person who can redeem your reward and you cannot transfer
your Card to anyone else. If you do, transactions by the person to whom you transfer
your Card likely will be declined. Please be sure to read the section below entitled
“What if I don’t keep my Card secure?”
Using Your Card
Q: Where can I use my Card?
A: You can use your Card with any phone, mail, or Internet merchant that accepts
MasterCard debit cards, subject to the exceptions described in “Common Misuse of
Q: How do I use my Card?
A: During checkout, you will be prompted to manually enter the 16-digit number,
3-digit security code and expiration date of your Card, just like you would if you
were paying with another credit or debit card. The value of the purchase price is
then deducted from your account balance as soon as you complete your purchase.
Q: What can I purchase with my Card?
A: You can use your Card to purchase goods or services from any Internet, phone
or mail order merchant.
Q: How do I check my balance and transaction history?
A: You can quickly check your balance by calling 1-888-847-4511. In addition, you
can access and manage your Card account anytime, including viewing recent purchases
and your available balance, by visiting
Q: Can I get cash from my Card?
A: No. Your Card has no cash access.
Q: When happens if I return merchandise from a purchase I made with my Card?
A: If you return a purchase, the phone, mail, or Internet merchant may credit your
purchase to your Card, just as they would any other debit MasterCard purchase, which
can take several days.
Q: If I don’t have the entire purchase amount on my Card, can I still make a
A: You may be able to use another form of payment with your Card. Please note that
not all merchants accept split transactions.
Other General Questions
Q: Does my reward expire?
A: Your must complete the redemption of your reward for a Card within 30-days of
winning your reward. If you attempt to redeem your reward more than 30-days after
you win, you will not be issued a Card. For more opportunities to win, return to
your membership website.
Q: How is my Card different than a plastic reward card?
A: Plastic cards are sent to recipients via mail. Online reward cards are delivered
via email or the Internet and, generally, are available for use online immediately
after they are redeemed.
Q: How is my Card different from a credit or bank debit card?
A: Your Card is not a credit card; it is a prepaid card. Only funds loaded onto
your Card are available to you. Your Card has no credit component and no credit
check, bank account, or bank history check is required. You can use your Card anywhere
MasterCard debit cards are accepted.
Q: Does my Card expire?
A: Your Card will expire 90-days after the date you redeem your reward. You may
use the reward balance available on your Card until that expiration date. After
the expiration date, you will lose any balance on your Card.
Q: Why is my actual balance different than my available balance?
A: Typically your available balance is less than your actual balance because your
available balance reflects purchases you have made that have been authorized, but
have not cleared your Card. Your actual balance reflects all purchases that have
cleared your Card.
Q: What happens if I spend all my money on my Card?
A: Once you have used the funds on your Card, your Card is no longer valid and cannot
be used again.
Q: What if I don’t keep my Card secure?
A: Remember, if you permit another person to have access to your Card or Card number,
which includes failing to close your Internet browser when your Card, Card number
or other information such as the security code or expiration date are visible, this
is an authorized use of your Card and you will be responsible for the charges associated
with that authorized use.
Q: I’m having trouble redeeming my reward, what should I do?
A: If you have problems redeeming your reward, carefully review the most common
card issues above and then try again. If the problem persists, send an email to
includes your email address and phone number and you will receive a response within
2-3 business days.
Q: I’m having trouble logging into my Card account, how can I troubleshoot this?
A: Occasionally some users will experience issues logging into their up2U Rewards
account. Please send an email to firstname.lastname@example.org
that includes your email address, phone number and the time you experienced the
issue to help our tech team isolate the issue. We are committed to creating a great
experience and appreciate hearing about any issues you are having.
Q: I forgot my password, what do I do?
A: Go to https://www.up2URewards.com/login.aspx
and click on the button entitled “Recover Password” and you will receive an email
reminding you of your password.
Q: The site is appearing/acting strangely; what should I do?
A: Many site display issues are resolved by clearing your browser’s history (also called your browser’s cache). Sometimes, old data is stored there that conflicts with new data, thus causing inconsistencies. We’ve worked hard to prevent these issues but it can happen. Under your browser’s Tools menu (or Tools/Options sub-menu), there will be a specific option to clear your cache, after selecting this option, please close your browser down completely to restart it. Go back to your Camel Membership account and click on the link to redeem your reward. If you have already redeemed, click here: https://www.up2URewards.com/login.aspx
Q: What web browser do I need to sure this site?
A: The site will perform best with Internet Explorer 7 and above (Internet Explorer
6 is strongly discouraged), Firefox and Safari (for Mac users).
Q: I’m getting an error message when I log into my account; what should I do?
A: First, confirm that you are using the correct email address and corresponding
password. If you are still unable to access your account, then go to the direct
sign-in page at https://www.up2URewards.com
and try again.
Q: What if I disagree with a transaction on my account?
A: If you see a transaction that you are unsure of, contact Customer Service by
sending an email to email@example.com
and we will respond to your inquiry within 24 hours.
Q: Who should I contact for questions or problems with my Virtual Card?
A: Information about your Card is available online at
or you can contact Customer Service by sending an email
or call Card Services at 1-888-298-2390 (Mon – Fri; 9AM – 5PM; EST).
Note: Card Services should only be contacted if you have a 16 digit card number. They can only respond to inquiries relating to an actual card (e.g.: Verify card transactions, online purchase issues )
Q: How can I contact up2U Rewards?
A: We’d love to hear from you. We’ve done our best to give you as much information
as possible in these FAQs. If you do not see the answer to your question here, please
contact us and we'll get back to you as quickly as we can. You can contact us by
sending an email to firstname.lastname@example.org
Thanks for stopping by!