Frequently Asked Questions and Answers

Collecting a Virtual Card

Using a Virtual Card

Requesting a Physical Card

Transferring to a Bank Account

ATM Access

Collecting a Virtual Card

• How do I get a redeem code?
  • The redeem code is issued to you by the program you provided your information to. If you have not received a redeem code, please contact the program for assistance. 
• How do I collect my virtual card?
  • Click here for additional information and the steps to follow for this process.
• What is the difference between a redeem code and a verification code?
  • The redeem code is typically alphanumeric and allows you to collect the virtual card issued to you.
  • The verification code is numeric only and allows you to continue the process of collecting your redeem code.
• Why did I receive a message that my redeem code has already been collected?
  
  • This message is typically received because the steps have already been completed to collect your card. Please first try logging into your account using the link below. Your username is the email address you used to collect your card and the password is what was selected at the time of collection.

     https://app.akimbocard.com/app/#/akimbo/login

• • If you attempt to log in and receive a message indicating an account cannot be located, please send us an email at cs@akimbocard.com and include the information below. 
    • A screenshot of the error you received
    • Full name
    • Email address you are attempting to use to collect your card
    • A screenshot of the redeem code you received (this is typically alphanumeric)
    • Phone number
• Why did I receive a message that my redeem code is invalid?
  • This message will be received if the code entered does not match the redeem code sent. A common reason this message is received is because the verification code is entered instead of the redeem code.
    • If you are sure the redeem code entered is what was provided to you, please email us at  cs@akimbocard.com and include the information below. 
      • A screenshot of the error you received 
      • Full name 
      • Email address you are attempting to use to collect your card 
      • A screenshot of the redeem code you received (this is typically alphanumeric)
      • Phone number 

• I closed the page I need to enter my verification code on. How do I get back there?

  • You will need to begin the process again. This will cause a new code to be sent to you, which will need to be entered on the verification page.
    • Important Notes:  
      • Your email must be checked using a new window/tab or on a different device. Once you close the “Verify Email” page, you will have to begin the process again. 
      • The code sent expires after 20 minutes. If the 20 minutes passes, you will need to request a new code.
      • If multiple codes are requested, only the most recent code sent will work. If any of the previous codes are entered, it will result in an error indicating the code entered is invalid.

Using a Virtual Card

• I collected my card, but I closed the page and can’t find my card information.
  • To access your card information, you will log in to your account using the link below. Your username will be the email address you used when collecting your card and the password is what was set when collecting your card. If you have forgotten your password, please choose the “Forgot your username or password?” link and follow the steps to reset your password.
• How do I use a virtual card?
  • A virtual card can be used for online purchases by entering the virtual card information when checking out. 
  • You can add your virtual card to your mobile wallet for use at merchants that allow contactless payment.
  • Important Note: You will likely need to update the address on your card to your own. If there is an address and/or zip code mismatch, the transaction may be declined.
• I’m being asked for a PIN but don’t recall setting one. How can I select a PIN?
  • Your PIN can be set by logging into your account and selecting the “CHANGE PIN” option (screenshot below).

Requesting a Physical Card

• Can I request a physical card be mailed to me?
  • You will typically see an option on your dashboard when you are signed in to request a physical card. If you click the link, you will be asked to enter your mailing address and to then confirm the request for a physical card.
  • Important Note: This option is not available for all cards issued. If the option does not show on your dashboard, please contact us by email at cs@akimbocard.com.

Transferring to a Bank Account

• Can I link my bank account and transfer money?
  • If you received an Incentive, Promotional or Gift card, you do not have the ability to link your back account to transfer money.
  • All other card types allow you to link a bank account and transfer funds.

ATM Access

• Does my card have ATM access?
  • ATM access varies by program
    • If your card was issued to you by Harris County or City of Houston, your card does not have ATM access. This was a decision made by the program who issued you the funds.