FREQUENTLY ASKED QUESTIONS

What is a Rellevate Visa® Gift Card? 

The Rellevate Visa® Gift Card is issued by Sutton Bank. You can use it anywhere Visa Debit Cards are accepted.  Since it is a Gift Card, transactions that exceed your available balance will normally be declined.

Rellevate Visa® Gift Card is issued by Sutton Bank, Member FDIC, pursuant to a license from Visa U.S.A. Inc.

How to activate your Rellevate Visa® Gift Card

How long does it take for my Gift Card to arrive?

Your Rellevate Visa® Gift Card should arrive within 5-7 business days after it has been ordered. If you have not received your Gift Card within that time, just give us a call at 1.866.304.9106.   

How do I activate my Rellevate Visa® Gift Card?

You have two easy ways:

1.Go to www.rellevate.com and then to Gift Card Sign In. Go to the Icon “Activate Your Card”.

2. Call 1.866.304.9106 listen for activate prompt, and activate your Card.

Where can I use my Rellevate Visa® Gift Card?

The Gift Card is accepted by merchants just like a debit card. You can use virtually anywhere Visa Cards are accepted. When using the Card, select the “credit” option for payment. The Gift Card cannot be used for recurring billing or at ATMs.   

If you want to use your Gift Card to purchase online, you will need to set up your profile for the Card. Call 1.866.304.9106 and follow the prompts to set up your profile. You can also go to rellevate.com, Gift Card Sign In, and then to the My Profile Icon

What if my purchase is greater than the value available on the Card?

You should tell the merchant how much you have on the Card.  The merchant may do a split tender transaction and charge the Card for the available balance. The remaining amount would require another form of payment. 

Where can I get the balance on my Rellevate Visa® Gift Card?

You can go to rellevate.com, Gift Card sign in, and to the “My Gift Card” to see recent transactions.  You can also call 1.866.304.9106 and listen to prompts to hear your Card balance. 

What happens if I lose my Rellevate Visa® Gift Card, or if it is stolen?

You should treat the Gift Card like cash.  We recommend you write down your Card number and the Customer Service number on the back of the Card in case your Card is lost or stolen.  We will need that information and other identifying information to research your Card.  You should call Customer Service immediately at 1.866.304.9106 to report a lost / stolen Card.   

What do I need to know about using my Rellevate Visa® Gift Card at Restaurants, Gas Stations and other service-oriented retailers?

When using your Gift Card at a gas station, you should pay inside instead of paying at the pump. When you pay at the pump, up to $100 may be automatically made unavailable from your Card until the actual transaction posts (typically within 3-10 business days). If you have less than $100 on your Card your transaction may be declined at the pump. After the merchant settles, the accurate funds will be refunded back to your Card. If you Pay Inside, only the amount you paid will be debited to your account. 

Service-oriented merchants such as restaurants and salons may factor in an additional 20% on top on your total bill to cover any tip you may leave on the Card. If your total bill, combined with the additional 20%, exceeds the amount on the Card it may be declined. To ensure the approval of your Card, there must be an available balance that is 20% greater than your total bill.

This does not mean that you will be charged the additional 20%. Once the merchant processes the transaction for the total bill amount, only the original authorization amount will be deducted from your available balance.

What should I do if I do not receive a credit I am expecting on my Rellevate Visa® Gift Card?

When expecting a return or refund to your Card, be sure to wait at least 10 business days from the date the credit was issued for the credit to appear back on your Card. If you still do not see the credit after 10 business days, reach out to the merchant first for confirmation that the credit processed. Once the merchant provides you confirmation of the credit and you still have not received the funds, you will need to file a dispute on the original charge. Call the number listed on the back of your Card to file a dispute on any charge.

Can I use my Rellevate Visa® Gift Card internationally? 

Yes, you can use the Card internationally in most countries.

Does the Rellevate Visa® Gift Card expire?

The Card plastic expires on the “valid thru” date printed on the front of the Gift Card. If funds still remain on the Card after the “valid thru” date, please call 1.866.304.9106 to have a replacement Card with an updated “valid thru” date mailed to you at no cost.  The balance on the replacement Card will be equal to the balance on your expired Card.      

How do I purchase a Rellevate Visa® Gift Card? 

Go to rellevate.com and Gift Card Sign In to purchase a Gift Card.  There is a $4.95 purchase fee per Card, that includes shipping and handling.  You can order cards in denominations from $20-$500.  Visa and Mastercard accepted.