Cardholder FAQ: The ClinCard Mastercard® Prepaid Card – Europe

To activate your ClinCard Mastercard Prepaid Card, please visit the cardholder website www.clincard.mycardplace.com. Please sign the back of the card immediately upon activation.

Your PIN is a randomly-selected 4-digit number that can be retrieved in one of two ways:

1. By logging into the cardholder website for Europe: www.clincard.mycardplace.com, or
2. By calling the Customer Service number to activate your card and retrieve your PIN using the Interactive Voice Response System (IVRS).

To hear your PIN through the Interactive Voice Response System (IVRS), follow these steps:

1. Call the Customer Service number found on the back of your ClinCard Mastercard Prepaid Card.
2. Follow the prompts to select the desired language.

   Option #	Language	Option #	Language
   1	English	12	Bulgarian
   2	Spanish	13	Romanian
   3	French	14	Greek
   4	German	15	Portuguese
   5	Italian	16	Finnish
   6	Polish	17	Norwegian
   7	Swedish	18	Croatian
   8	Czech	19	Lithuanian
   9	Hungarian	20	Estonian
   10	Dutch	21	Slovakian
   11	Danish	22	Slovenian

3. Enter your 16-digit card number, followed by the # key.
4. When prompted to enter your PIN, press 1 to retrieve your PIN.
5. Enter your Date of Birth (DD/MM/YY) followed by the hash (#) key.
   Example: if your birthday is 20 July 1980, you should enter 20 for the day, 07 for the month and 80 for the year
6. Your PIN will be read to you. If you need to repeat the PIN message, simply return to the main menu and follow the prompts to hear your PIN again.

Your PIN is embedded in the chip on the card and therefore cannot be changed. If you don’t remember your PIN, you can retrieve it via the cardholder website or Customer Service Interactive Voice Response System (IVRS), as described above.

You will need to retrieve your PIN before you can use your ClinCard Mastercard Prepaid Card. Once you do, you can use it for the following:

• In-store Purchases
• Online Purchases*
• ATM to get cash

*      Note that, for your security, ClinCard provides cardholder authentication where required. If an online vendor has required authentication, you will be sent a text message with a code to validate that it is you making this purchase. It is very important that you ensure your mobile number and/or email are always current in your ClinCard profile so that your information can be authenticated whenever it is required.

You can check your available balance in any of the following three ways:

1. Create an account on www.clincard.mycardplace.com, log into your account and select “Card Activity.”
2. Call the Customer Service number on the back of your ClinCard Mastercard Prepaid Card and follow the prompts through the Interactive Voice Response System (IVRS).
3. Request balance information at an ATM.

Note that if you are expecting a payment that is not yet reflected in your balance or transaction history, please contact your clinical site.

There are no fees* for the following:

• Making online or in-store purchases.
• Calling the Customer Service number and utilizing the Interactive Voice Response System (IVRS) for balance inquiries.
• Calling the Customer Service number and speaking to a live agent.

The following activities will incur a fee* to the balance on your ClinCard Mastercard Prepaid Card:

• Not using the card or not having funds added to your card for more than 6 months will incur a monthly inactivity fee. Note that this fee can be avoided by ensuring that you spend or withdraw your funds within six months of receipt. If you have opted to receive ClinCard messaging, you will receive balance notifications on a regular basis, which should help you utilize your card when funds are available. Note that the addition of funds by your clinical site also counts as activity.
• ATM withdrawals (fees vary based on location).
• Requesting a replacement card through Customer Service or via the cardholder website. Check with your Study Coordinator first to ascertain whether they can provide a replacement card that does not incur a fee.

*      See the card’s Terms and Conditions and the supplemental Greenphire Fee Schedule for additional information.

Additional funds may be added by the clinical site that provided the card, and/or by an approved individual associated with the study. The card cannot be reloaded at a bank with cash or via a fund transfer from your bank account.

No, the funds loaded onto your ClinCard Mastercard Prepaid Card can only be withdrawn at an ATM. No over-the-counter cash withdrawals are allowed.

If the payment due is for more than the available balance on the ClinCard Mastercard Prepaid Card, be sure to inform the cashier of the designated amount you would like use. Otherwise, if the card is authorized for an amount higher than the available balance, it will be declined.

If you need help at any time, ClinCard Customer Service is available around the clock at the number on the back of your card or on the Contact page on www.clincard.mycardplace.com.

• Secure online assistance at the cardholder website (www.clincard.mycardplace.com). Through the cardholder website, you have access to:
  • Balance inquiry
  • Transaction history (including a downloadable electronic statement)
  • Retrieve/change PIN
  • Request a card replacement
  • Frequently Asked Questions (FAQs)
  • Dispute Form
• Automated customer service is available. With automated Customer Service through the Interactive Voice Response System (IVRS)** you can:
  • Check your balance
  • Check recent transactions
  • Find the date and amount of your last payment
  • Retrieve/change your PIN

  **    To verify your identity through the IVRS, you must provide your 16-digit card number and valid PIN. If you need to retrieve/change your PIN, you can follow the IVRS prompts and provide the date of birth associated with your card account.

• Call live Customer Service*** at the number listed on the back of your card or on the Contact page of the cardholder website. When calling Customer Service, you can:
  • Report a lost, stolen or expired card
  • Ask questions about your card account statement
  • Unlock a blocked PIN (after multiple failed attempts)
  • Report a lost, stolen or damaged device linked to your card

  ***   To assist you, we will first have to verify your identity, requiring you to provide a valid name, address and date of birth associated with the card account.

1. Navigate your web browser to www.clincard.mycardplace.com.
2. If this is your first time accessing this website, enter your full 16-digit card number in the Register Account field, and follow the prompts to create a username and password (requires you to provide your 16-digit card number and date of birth).
   • Your password must contain a minimum of 8 characters, including one uppercase letter, one lowercase letter, one number and one special character.
3. Once your account is registered, you are now able to sign in by entering the username and password you previously created.
4. View your card balance on the homepage.

If your card is no longer in your possession and you suspect it could be lost or stolen, contact Greenphire Customer Service immediately. To obtain the local number for Customer Service, go to the Contact page on www.clincard.mycardplace.com.

You can also suspend your card immediately using one of the methods described below.

If you have previously registered your account on www.clincard.mycardplace.com, please log in to your account immediately and follow these steps:

1. Click Additional Services on the top navigation bar.
2. Click the option Replace Card.
3. On the Replace Card page, you will be offered three options:
   • Block my card (Temporarily Inactive). This option temporarily prevents use of this card, which leaves open the option of later reversing the "block" should you locate your card. To reactivate your temporarily blocked card, please call Customer Service and request that the card be unblocked.
   • My card is damaged. Send me a Replacement. This option permanently prevents use of this card and automatically reissues a replacement card with the same card number for a fee (as described on the cardholder website as well as in the Fee Schedule). Existing funds are automatically transferred to the replacement card.
   • My card is lost/stolen or damaged. This option permanently prevents use of this card and automatically reissues a replacement card with a new card number for a fee (as described on the cardholder website and the Fee Schedule). Existing funds are automatically transferred to the replacement card. The card will be shipped to the address on file and will take approximately 7-10 business days to reach you.

     Note that you can contact your Study Coordinator to ascertain whether they can provide a replacement card (which will include funds transferred from the lost or damaged card) at no cost.

Before ordering a replacement card, please visit your account profile to ensure your address is correct. If incorrect, please reach out to your Study Coordinator to have the address updated before requesting a replacement card shipment.

If you have not previously registered an account on www.clincard.mycardplace.com, please call the local Customer Service number listed on the www.clincard.mycardplace.com Contact page, and follow the language prompts to report your card lost or stolen.

The ClinCard Mastercard Prepaid Card has a Zero Liability Policy designed to protect cardholders from unauthorized transactions. With this policy, the cardholder’s liability is limited to zero upon notification form the cardholder of an unauthorized ClinCard Mastercard Prepaid Card transaction. The policy provides cardholders with added protection from unauthorized transactions provided they:

• Exercise reasonable care in safeguarding their card from any unauthorized use.
• Promptly report any loss or theft of the card to Cardholder Support.
• Complete the required dispute form and submit to the specified contact for any errors or unauthorized transactions in a timely manner after the transaction in question is posted.*

* This is why it is necessary to regularly monitor your card balance and activity by visiting www.clincard.mycardplace.com or calling the number listed on the back of your card (and on the Contact page of www.clincard.mycardplace.com) and following the IVRS prompts for available balance and recent card activity.

Follow these six simple guidelines to protect your new ClinCard account, profile and sensitive data. Additionally, be sure to regularly monitor your card activity by visiting www.clincard.mycardplace.com or calling the number on the back of your card and following the prompts to get your card balance and review recent transactions; if any errors or unauthorized transactions are identified, please immediately call the number on the back of your card to reach Customer Service. This number is also available on the Contact page of www.clincard.mycardplace.com. It is important to call Customer Service in a timely manner to address any unauthorized transactions.

1. Getting Started
   • Click on the website link www.clincard.mycardplace.com from a private browser.
   • Always call the number for Customer Service, which is provided to you by your institution.
   • Do not provide sensitive information over the phone unless the call is initiated by you.
2. Receiving your Card
   • Provide the correct mailing address and contact information for delivery (if a replacement card is required).
   • Immediately contact ClinCard Customer Service listed on the Contact page of www.clincard.mycardplace.com if the card has not arrived within the specified timeframe.
   • Upon receipt, make sure that your card package is sealed and not damaged.
3. Accessing your card
   • Sign the back of your new card as soon as you receive it.
   • Using the IVRS, set a new PIN that is easy for you to remember.
   • Create a secure web login and memorize your login information.
4. Personal Identification Number (PIN)
   • Make sure you do not use a date or information that can easily be figured out (e.g., date of birth).
   • Do not use a sequence of numbers from your card, a sequence of consecutive numbers (e.g., 1234 or 6789 or repeat numbers (e.g., 5555 or 9999).
   • Do not write down your PIN anywhere. Memorize it!
5. User and Password Protection
   • Always use complex passwords for web login, containing alphanumeric and special characters.
   • Password must contain eight or more characters (e.g., Qu@ntuM7).
6. Securing your Information over the Internet
   • Always use an anti-virus program and turn on automatic system updates.
   • Whitelist your desired websites through your system firewall.
   • While shopping online, be aware of terms and conditions to avoid recurring charges.

3DS is a security protocol used to authenticate users. This provides an extra layer of protection for payment card transactions in card-not-present scenarios. It is designed to allow a cardholder to authenticate its identity to prevent payment fraud and stymie unauthorized transactions.

You can register for 3DS by logging into the cardholder website and selecting “Add 3DS enrollment” from the Additional Services menu. Note that 3DS registration is required in order to complete transactions with merchants who have 3DS enabled. If you are not registered for 3DS and therefore cannot complete a transaction with a 3DS-enabled agent, you will be able to return to the cardholder website and register in order to complete your transaction.