Settlement Payment FAQs

Zelle Questions
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Q. Where was my payment sent?

A: Directly to the bank account that is linked to your Zelle account.

Q: What if I am not yet enrolled with Zelle?

A: You will receive a payment notification email or text that includes a link to enroll and
receive your payment.

Q: How much time do I have to enroll with Zelle?

A: 14 days from the payment notification email or text.

Q: What happens if I do not enroll within 14 days?

A: Your Zelle payment will expire. If your Zelle payment expires, we will send the funds
to you via virtual Mastercard.

Q: My payment is in Successful status, but I do not see it in my account!

A: Did you enroll with Zelle using a different bank account? If so, please look to see if
that other account received your settlement payment. If you are certain that you are
looking for your payment in the bank account that you used to enroll with Zelle and you
do not see your payment, talk to someone at your bank who handles Zelle payments
and provide them with the Zelle transaction ID.
Q: My payment is in Unsuccessful or Expired status. What happens now?

A: Once the funds from your Unsuccessful or Expired Zelle payment are returned, we
will send the funds to you via virtual Mastercard.

PayPal Questions
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Q: Where was my payment sent?

A: Directly to your PayPal account (if you have one associated with the email address or
mobile number that was provided at the time of the payment selection).
Q: What if I do not yet have a PayPal account?

A: You will receive a payment notification email or text that includes a link to create a
PayPal account and accept your payment.

Q: How much time do I have to accept my PayPal payment?

A: 30 days from the payment notification email or text.

Q: What happens if I do not accept my PayPal payment within 30 days?

A: Your PayPal payment will expire. If your PayPal payment expires, we will send the
funds to you via virtual Mastercard.

Q: Can I transfer the funds from my PayPal account to my bank account?

A: Yes. Once the funds are deposited into your PayPal account, you can move the
money to your bank account using the normal PayPal transfer process. If you need help
transferring money from your PayPal account to your bank account, please contact
PayPal directly.

Q: My payment is in successful status, but I do not see it in my account.

A: To get help accessing your PayPal payment, please visit the PayPal help center at
https://www.paypal.com/vc/smarthelp/home or call PayPal customer service at 1-888-
221-1161 and provide them with the transaction ID.

Q: My payment is in Initiated status, but I do not see it in my account. What can I

do?

A: If your payment is in Initiated status, it means that the email address or mobile
number that you provided for your PayPal payment is not currently associated with a
PayPal account. You should have received an email or a text invitation from PayPal to
create an account and accept your payment. To get help accessing your PayPal
payment, please visit the PayPal help center at
https://www.paypal.com/vc/smarthelp/home or call PayPal customer service at 1-888-
221-1161.

Q: My payment is in Unsuccessful or Expired status. What happens now?

A: Once the funds from your Unsuccessful or Expired PayPal payment are returned, we
will send the funds to you via virtual Mastercard.
Venmo Questions
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Q: Where was my payment sent?

A: Directly to your Venmo account.

Q: What if I do not have a Venmo account?

A: You will receive a payment notification email or text that includes a link to create a
Venmo account and accept your payment.

Q: How much time do I have to accept my Venmo payment?

A: 30 days from the payment notification email or text.

Q: What happens if I do not accept my Venmo payment within 30 days?

A: Your Venmo payment will expire. If your Venmo payment expires, we will send the
funds to you via virtual Mastercard.

Q: Can I transfer the funds from my Venmo account to my bank account?

A: Yes. Once the funds are deposited into your Venmo account, you can move the
money to your bank account using the normal Venmo transfer process. If you need help
transferring money from your Venmo account to your bank account, please contact
Venmo directly.

Q: My payment is in successful status, but I do not see it in my account. What

can I do?

A: To get help accessing your Venmo payment, please visit the visit the Venmo help
center at https://help.venmo.com/hc/en-us or call Venmo customer service at 1-855-
812-4430 and provide them with the transaction ID.

Q: My payment is in Initiated status, but I do not see it in my account. What can I

do?

A: If your payment is in Initiated status, it means that the email address or mobile
number that you provided for your Venmo payment is not currently associated with a
Venmo account. You should have received an email or a text invitation from Venmo to
create an account and accept your payment. To get help accessing your Venmo
payment, visit the Venmo help center or call Venmo customer service at 1-855-812-
4430.
Q: My payment is in Unsuccessful or Expired status. What happens now?

A: Once the funds from your Unsuccessful or Expired Venmo payment are returned, we
will send the funds to you via virtual Mastercard.

ACH Questions
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Q: Where do the funds go?

A: Directly to the bank account that you provided when you selected your payment
method.

Q: What if I do not see my ACH payment?

A: [If payment status is Successful]: Is it possible that you provided information for a
different bank account? If so, please look to see if that other account received your
settlement payment. If you are certain which account information you provided and you
still do not see your payment, please provide the name of the bank that you used for
this payment and the last four digits of the bank account number. We will check our
records to see if this matches your payment. If the bank name and last four digits match
and you still do not see your payment, we will escalate your payment to the settlement
administrator for further review and our bank partner will conduct an ACH trace on the
payment. This trace typically takes 5-10 business days.

[If payment status is Initiated]: We are waiting to receive confirmation from the
settlement administrator as to whether your ACH payment was successful. While the
payments generally show up in an account the next business day, it can take up to five
business days to know whether the payment was successful. Please check back with us
then.

[If the payment status is Unsuccessful]: We see that your ACH payment was
unsuccessful. Once the funds from your Unsuccessful ACH payment are returned, we
will send the funds to you via virtual Mastercard.
Virtual Mastercard
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Q: How do I activate my Virtual Prepaid Mastercard?

A: You can activate your Virtual Prepaid Mastercard by clicking on the link in your
notification email.

Q: I cannot find my payment notification email / I accidentally deleted my payment

notification email. What can I do?

A: We will reach out to the settlement administrator and request that your payment
notification email be resent to you.

Q: I never received a payment notification email. What should I do?

A: Please check your spam, junk, and/or trash folders. If you still do not see it, we will
reach out to the settlement administrator to request that your payment notification email
be resent to you.

Q: My payment is in Unsuccessful status. What happens now?

A: Once the funds from your Unsuccessful virtual Mastercard payment are returned, we
will mail the funds to you via a physical Mastercard.

Q: How do I use my Virtual Prepaid Mastercard?

A: To make purchases with your Virtual Prepaid Mastercard, please do one of the
following:

• Use the 16-digit card number and make an online purchase (from any online
merchant that accepts Mastercard).
• Add the virtual Mastercard to a mobile wallet (i.e., ApplePay, Google Pay,
Samsung Pay) and spend the card in-store at any merchant that accepts mobile
wallet transactions (and accepts Mastercard).
• Some in-store merchants may allow you to present an image of the virtual
Mastercard and take note of your 16-digit card number, expiration date, and the
3-4 digit CVV code, but we cannot make any guarantees. Please reach out to the
merchant to inquire before you attempt to use your virtual Mastercard in this way.

Q: How do I check my balance?

A: Visit myprepaidcenter.com. Please reach out to cardholder support at 1-844-340-

1929 if you have additional questions.
Q: How do I check my purchase history?

A: Visit myprepaidcenter.com. Please reach out to cardholder support at 1-844-340-

1929 if you have additional questions.

Q: What if I have questions about my card?

A: Call cardholder support at 1-844-340-1929.

Q: Can I get a physical card instead?

A: For U.S. residents, you can request a physical card for a fee. Please reach out to
cardholder support at 1-844-340-1929 if you have additional questions.

Q: Can I transfer funds to my bank account?

A: You can transfer your remaining card balance to your bank account at any time.

Q: How do I transfer my balance to a bank account?

A: If you would like to cancel your card and transfer the balance to another payment
method, visit https://choice.digitaldisbursements.com/. You will be asked to provide the
proxy number or activation code for your card.

Q: What if I have questions about the transfer process?

A: Please email your transfer questions to choice@digitaldisbursements.com.

Payment Statuses Key
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Q: What do each of the payment statuses mean?

A: See below:

• Successful means that the payment was successfully delivered.

• Unsuccessful means that the payment was not successfully delivered.
• Initiated means that the PayPal, Venmo, or Zelle information (phone number or
email) provided during the payment selection process is not currently associated
with an active account. The claimant has 30 days to claim a PayPal/Venmo
payment and 14 days to claim a Zelle payment. An ACH or Mastercard payment
in initiated status means that the payment is being processed. ACH payments
will change from initiated to successful if we do not receive notification that it was
unsuccessful within five business days. Virtual Mastercard payments will change
from initiated to successful if we do not receive notification that the email was
undelivered within three business days.
• Expired means that the PayPal, Venmo, or Zelle payment was not claimed by
the applicable deadline.

Recap of Customer Support Options

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PayPal
• Help Center: https://www.paypal.com/vc/smarthelp/home
• Phone: 1-888-221-1161
Venmo
• Help Center: https://help.venmo.com/hc/en-us
• Phone: 1-855-812-4430
Zelle
• Payee should contact his or her own bank (where Zelle enrolled account exists)
ACH
• Payee should contact his or her own bank
Mastercard
• Balance inquiries, purchase history, etc.: www.myprepaidcenter.com
• Phone: 1-844-340-1929