What should I do if my card was declined or isn't working?

We understand that it can be frustrating if your card is not working. But don't worry; there are a few things you can try to get it working again. There are two common reasons your card may not work:

 

• Three consecutive incorrect PIN attempts.
• Or to prevent fraudulent use of your card or account.

 

First, If your card is not working because of an incorrect PIN, call the number on the back of your card for assistance. Our Customer Service Representative will verify your identity to assure that your account is secure, then promptly unlock your card.

 

If the PIN is not the source of the problem, your card may be blocked because of potentially fraudulent activity. If this is the case, a representative may be required to verify your recent transactions to unblock your card. You can check if your card is active by logging into your account online or in the app, and you should also check if your card is locked by using the card lock/unlock feature online or via the Brightwell Navigator app.

 

 

How to Unblock your Card

 

If you’re still having issues with your card, open a support ticket from the web or the Brightwell Navigator mobile app. Rest assured, a representative will respond in 24 hours or sooner to get you back on track. If you still cannot use your card, please submit a support ticket explaining the issues. We will work with you to resolve the situation promptly.