There are multiple cases where you might need to reach out to BitPay for assistance with an account issue for your BitPay Card account. This guide is designed to help you understand how to reach out to the appropriate support channel and what information you’ll need to provide.
If You are a New Cardholder or Have Not Yet Received Your BitPay Card:
If you receive an email stating you need to contact BitPay Cardholder Services:
Please call 1-855-884-7568.
Because you do not have a card number yet, you will need to listen to the prompts and wait for the system to ask you for your card number three times. After you do not enter a card number, there will be an option to press 9 followed by the pound sign (#) to speak to an agent.
To ensure a smooth and successful interaction with our Cardholder Services department, please have the following information before calling:
- Reference ID
- Full Social Security Number
- Current mailing address
Be prepared to provide all Customer Identification Program documents (CIP) to Cardholder Services if the representative is unable to verify your identity.
Full CIP includes clear, unaltered, legible images of all of the following:
- Picture of the front and back of your Driver’s License or State ID
- Picture of the front and back of your Social Security Card
- A bill, bank statement, or government-issued letter that was physically mailed to you within the last 60 days. Note: We cannot accept e-bills, downloaded documents, or screenshots as proof of address.
- The bill, bank statement, or government-issued letter must be removed from the envelope.
- The bill, bank statement, or government-issued letter must be unaltered.
- Partial images will not be accepted. Partial image refers to any image of a document that does not provide a picture of the entire document. All four corners must be visible.
If You are an Existing Cardholder:
First, call the toll-free number on the back of your card, then enter your 16-digit card number into the system. If you do not have your card number because it was lost or stolen, press 9 followed by the pound sign after the system asks for your card number.
The representative will then ask to verify your first and last name, the last 4 of your Social Security Number, your date of birth, and full address.
If you do not enter your card details on the keypad, the agent will ask for the full 16 digit card number after the call is transferred to them.
If your card was lost or stolen, we are only able to find your BitPay Card account using one of the following:
- Full SSN
- First & Last Name
- Email address used to open the account
- Phone Number
Some cardholders may have up to 3 accounts, so it may take a few minutes for the customer service representative to locate the correct account.
Fraud or Disputes
If the BitPay Cardholder confirms fraud either on their own or via Fraud Prevention Services, Customer Service will assist them with replacing the card via regular mail or expedited UPS delivery for a fee.
Suspected Fraud Reported by the Cardholder:
Cardholder Services will email or mail you a dispute form that must be completed correctly and returned to the Dispute Department only. Disputes sent to any other email, address, or fax that is not listed on the dispute form will not be processed.
Additional documentation that may apply to your dispute may include receipts, police reports, letters from the merchant(s), etc. You should provide these documents to the Dispute Department as there is a section that requests these be included.
Suspected Fraud Reported by Metropolitan Commercial Bank (MCB) or FirstView’s Compliance Team:
These accounts may be inactivated at any time as deemed necessary by MCB or Compliance. This usually happens due to specific activity, transactions, or large dollar amounts transferred between your account and another party.
Full CIP and other documentation that is required to activate the account will be noted on your account.
Upon receipt of these documents, FirstView’s Customer Service will forward them to the Compliance team.
Please allow 1 business day for an update regarding your account status.
The BitPay Visa® Prepaid Card is issued by Metropolitan Commercial Bank, member FDIC, pursuant to a license from Visa, U.S.A. Inc. “Metropolitan” and “Metropolitan Commercial Bank” are registered trademarks of Metropolitan Commercial Bank © 2014. Use of the Card is subject to the terms and conditions of the applicable Cardholder Agreement and fee schedule, if any.