Real Wallet Debit Card - Frequently Asked Questions

How long will it take to get my physical card?

When you are approved for a Real Wallet Business checking account, the process of getting your business debit card begins immediately. The entire process, from initial account approval to card shipping, typically takes 7-10 business days.

For more information: Delivery Time for Your Real Wallet Debit Card

How do I activate my debit card?

• Open reZEN
• Navigate to Wallet
• Click Activate, just over your virtual card information
  • You will receive a text with a code.
  • Enter the code on this screen to verify your identity.
  • Enter the Expiration Date and CVV2
• Next, set your PIN.
  • Be sure to enter the same PIN in each line.
• You're Done!

For more detailed instructions: Activating Your Real Wallet Debit Card

How do I reveal my Card information?

To view your full card information; CVV, Expiration date and full card number you will need to click the 'Show Details'  in Wallet.

For more detailed instructions:  Viewing Your Real Wallet Debit Card Details

How do I manage my debit card?

Managing your debit card is super easy!  Simply head to the Real Wallet tab in reZEN and click the 3 dot icon above your card.

You can:

• Freeze your card
• Manage PIN
• Replace Card
• Report Lost or Stolen
• Close Card

For more detailed instructions: Managing Your Real Wallet Debit Card

Card Transaction Security Settings

The Real Wallet card has a $1,000 per transaction and $2,000 daily limit preset for added security on your card. These limits are put in place to help prevent fraudulent activity on your card.

If you’re making a transaction that exceeds these thresholds, follow these simple steps to authorize it:

1. Attempt the transaction with your card.
2. Look for a notification from reZEN. If you don’t see one, open the Wallet section in reZEN to check for a pending alert.
3. Confirm the transaction within 5 minutes and reattempt within 15 minutes.
4. Try the transaction again – it should now process successfully!

Can I order a second debit card? How can I get a second card?

At this time, the Real Debit Card Accounts are one card one person. It is not possible to get a second card.  

Where can I view my debit card transactions?

To view your Debit card transactions navigate to the Wallet section of reZEN under Debit Account button. 

For more detailed instructions: Where can I view my debit card transactions?

My transaction declined, why?

There are a variety of reasons your transaction might have declined. Usually, you can see why your transaction was declined at the time of purchase or by viewing your transaction history in reZEN under Wallet > Debit Account > Card Activity.

For more detailed instructions: Understanding Declined Real Wallet Debit Card Transactions

I have unauthorized charge(s) on my card.

If you notice a charge(s) on your card that were not made by you or authorized by you please call:  

VISA toll free: 1-833-852-1519 

Remember: The sooner you report unauthorized charges, the better your chances of resolving the issue and getting your money back.

For more detailed instructions: Handling Unauthorized Charges on Your Real Wallet Card

How do I change my PIN?

You can change your PIN in Wallet within reZEN:

• Go to your Wallet
• Click on the Card
• Click on the three dots next to your card (Manage Card)
• Select Manage PIN

For more detailed instructions: Changing Your Real Wallet Debit Card PIN

How Do I View My Statements?

In the Wallet tab of your reZEN account you can view/download your statements in the Available Balance tile. Your current month's statement will be available to download the following month within the first few days. 

For more detailed instructions: Viewing Your Real Wallet Debit Card Statements

How Do I Order a New Card

If you need to order a new card because you lost or damaged your current one and are not concerned about the card information being compromised you can do so in reZEN.

• Go to your Wallet
• In the tile with your Card information in it, click on the three dots
• Click Replace Card
• You will be prompted to choose the address you have on file or a different mailing address for the card to be shipped to. 

If you believe your card information to be compromised please close the card immediately and contact the wallet support team. 

For more detailed instructions: Ordering a Replacement Real Wallet Debit Card

Will the debit card affect my Credit Score?

No, debit cards do not affect a person's credit score.

What are Contactless or "Tap to Pay" Payments?

Contactless payments refer to the ability for a Cardholder to use a "tap to pay" function with their physical card, or to use a digital wallet such as Google Pay or Apple Pay. 

Cardholders can use contactless payments with their card wherever accepted, but for security purposes, you must first make a transaction with chip and PIN to enable it.

Can my card be added to Samsung, Google or ApplePay?

Your card can be added to digital wallets such as Samsung Pay, Google Pay, and Apple Pay. To add your card to a digital wallet on your smartphone, simply navigate to the wallet app within your smart phone and go through the manual process to add your card information to the wallet.

See: Adding Your Real Wallet Card to Google Pay, Samsung Pay or ApplePay

Limitations / Why didn’t my purchase go through?

The Wallet Debit card has the following limits:

These are set for the entire card program and can't be adjusted per cardholder account.

**The cut-off time for both inbound and outbound transfers is 3:00 PM ET.

For more detailed instructions: Real Wallet Debit Card Settings, Fees, and Limits

Can I use my card abroad? Internationally?

When you use your Real Wallet Business Checking account for purchases anywhere Visa is accepted, you'll be charged a fee by Visa. This fee, referred to as the International Service Assessment (ISA), is calculated as 1% of the total transaction amount. For instance, if you make a purchase of $100, the ISA fee will be $1. This ISA fee is automatically added to the transaction and will be reflected in your total charge.

Why is a transaction still in a ‘Pending’ Status?

In most cases, pending authorizations resolve after 1-2 days. However, they can last anywhere from 1 to 30 days, depending on the merchant, transaction type, and other factors.

I’m expecting a refund and it has not yet posted to my Wallet account.

Refunds are posted directly from Visa and posted to accounts when the refunds are received. We recommend allowing Visa 30 days to post the refund. If the refund has not yet been posted by then, please contact the Wallet team and the steps can be provided to dispute the transaction with Visa.

The Real Brokerage is a real estate technology company and is not an FDIC-insured bank. Banking services provided by Thread Bank, Member FDIC. FDIC Insurance available for funds on deposit through Thread Bank, Member FDIC. FDIC deposit insurance covers the failure of an insured bank. The Real Wallet Visa debit card is issued by Thread Bank, Member FDIC, pursuant to a license from Visa U.S.A. Inc. and may be used anywhere Visa cards are accepted. Certain conditions must be satisfied for pass-through deposit insurance coverage to apply.

Your deposits qualify for up to $3,000,000 in FDIC insurance coverage when Thread Bank places them at program banks in its deposit sweep program. Your deposits at each program bank become eligible for FDIC insurance up to $250,000, inclusive of any other deposits you may already hold at the bank in the same ownership capacity. You can access the terms and conditions of the sweep program at https://thread.bank/sweep-disclosure/ and a list of program banks at https://thread.bank/program-banks/. Please contact customerservice@thread.bank with questions on the sweep program. Pass-through insurance coverage is subject to conditions.