Paycard Cardholder and Administrator Support

About this article: This article covers end-to-end support for PickTrace Paycard holders and office staff. Topics include cardholder self-service actions (PIN changes, app login, phone/address updates), card status issues (suspended or blocked cards), transaction troubleshooting (POS, ATM, and online declines), remittance, and an office staff guide covering what PickTrace can vs. cannot handle.

Getting Started with Paycards — Office Guide

This article is for office staff managing paycard issuance and support. It covers how to issue a card to an employee, how to order new cards, and what office staff can and cannot do vs. what requires contacting Juice/Ubiquity.

How to Issue a Paycard to an Employee

1. Navigate to the employee's profile in PickTrace Office.
2. Click the Assign Paycard button.
3. Follow the prompts to complete the issuance.

Once issued, the employee will receive a card and can download the Paycard app to manage their account. Their PayCard Data field in the employee profile will show the first issuance date.

How to Order New or Replacement Cards

To order new cards for new employees or replacement cards for existing ones:

• Contact your PickTrace customer success representative to request a card order or replenishment.
• For replacing an individual lost or damaged card, contact Juice/Ubiquity at 1-800-961-8264 or through your PickTrace account team.

📌 Card Replacement: Replacement cards (16 tickets): If a cardholder reports a lost, stolen, or damaged card, escalate to Juice/Ubiquity. PickTrace office staff cannot issue replacement cards directly.

Paycard Funding Management

Paycards are funded through payroll — the card balance is loaded when payroll is processed. For questions about funding amounts, underpayments, or payroll file issues, contact your PickTrace CS representative or work through the payroll export process in PickTrace Office.

What Office Staff Can and Cannot Do

✅ Office Staff Can	❌ Requires Juice/Ubiquity (1-800-961-8264)
Assign paycard to a new employee Change PIN Replace card Confirm phone number on file Direct cardholder to correct support number Fund cards through payroll export	Unsuspend or unblock a card Resolve transaction disputes Update account-level cardholder info

When in doubt, direct cardholders to 1-800-961-8264 for anything related to their card account.

Paycard App — Download and Login

The PickTrace Paycard app lets you check your balance, change your PIN, update contact information, and initiate remittances. This guide covers how to download the app and log in for the first time.

Download the PickTrace Paycard App

iPhone (iOS)

1. Open the App Store on your iPhone.
2. Search for PickTrace Paycard 
   1. Download link: https://apps.apple.com/us/app/picktrace-paycard/id1643013907
3. Tap Get or the download icon.
4. Wait for the install to complete, then open the app.

Android

1. Open the Google Play Store on your phone.
2. Search for PickTrace Paycard.
   1. Download Link: https://play.google.com/store/apps/details?id=com.picktrace.paycard.android&hl=en_US
3. Tap Install.
4. Wait for the install to complete, then open the app.

⚠️ Huawei / Restricted Devices: Huawei phones and some other Android devices do not have access to the Google Play Store. If the app is not available on your device, use the phone number on the back of your card or call 1-800-961-8264 to manage your account.

Log In to the PickTrace Paycard App

9. Open the Paycard app.
10. Enter the phone number associated with your Paycard account.
11. Tap Send Code or Continue.
12. You will receive a one-time passcode (OTP) by text message.
13. Enter the code in the app to complete login.

Troubleshooting Login Issues

I didn't receive the login code

• Make sure you're entering the correct phone number — the one your employer used when setting up your card.
• Check that your phone has signal and can receive text messages.
• Wait up to 2 minutes — codes can occasionally be delayed.
• If you still haven't received it, try requesting a new code.

The code doesn't work

• OTP codes expire quickly. If too much time has passed, request a new one.
• Make sure you're entering the code exactly as it appears.

I don't know which phone number is on file

Contact your employer. They can check or update the phone number tied to your Paycard account through the PickTrace Office. Alternatively, call 1-800-961-8264 for assistance.

📌 Note: If you've updated your phone number recently and can no longer receive the login code at your old number, contact your employer or call 1-800-961-8264.

Paycard PIN Change Guide

Your Personal Identification Number (PIN) is used to authorize ATM withdrawals and some point-of-sale transactions. This guide explains how to change your PIN and what to do if your card has been blocked.

How to Change Your Paycard PIN

You can change your PIN at any time from within the PickTrace Paycard app.

1. Open the Paycard app on your phone.
2. Tap the Menu icon (☰) in the top corner.
3. Select Card Settings or Security Settings.
4. Tap Change PIN.
5. Enter your current PIN, then enter and confirm your new PIN.
6. Tap Save or Confirm to apply the change.

Your new PIN is active immediately.

⚠️ Important: Changing your PIN will NOT unblock a suspended or fully blocked card. If your card was locked after too many incorrect PIN attempts, you must call 1-800-961-8264 to restore access.

What to do If Your Card Is Blocked or Suspended

A card becomes blocked or suspended when:

• You entered the wrong PIN too many times in a row.
• Suspicious activity was detected on the account.

In these cases, changing your PIN in the app will not resolve the issue. You need to call cardholder support directly.

Call: 1-800-961-8264

Have your card ready when you call. Support can verify your identity and unlock the card.

What to do If You Can't Access the Paycard App

If you can't log in to the app to change your PIN:

• Check that you're using the phone number on file for your account.
• If you can't receive the login code, contact your employer to verify or update your phone number.
• As an alternative, call 1-800-961-8264 — cardholder support can assist with PIN changes by phone.

📌 International Note: If you're calling from Mexico or outside the US and the number shows as unavailable, try calling from a different phone or contact PickTrace support for an alternate number.

How to Update Your Paycard Phone Number or Address

Keeping your phone number and address up to date ensures you can log in to the Paycard app and receive important account notifications. This guide explains how to make those updates.

How to Update Your Phone Number or Address

The phone number linked to the paycard lives in the employee profile of the web Your phone number is your login credential for the Paycard app. If it changes, update it as soon as possible.

1. Open the Paycard app.
2. Navigate to the 'Account' page
3. Select "Edit Information" in the "Manage Personal Information" section
   1. Tap edit phone Number or edit mailing address.
4. Enter your new phone number and confirm.
5. You may be asked to verify the new number with a one-time code (OTP) sent by text.

📌 Note: Some phone number changes may require verification by Juice/Ubiquity and cannot be completed entirely within the app. If you receive an error or the update doesn't go through, call 1-800-961-8264.

Suspended Card — What It Means and What to Do

If your PickTrace Paycard has been suspended, it means account access has been temporarily restricted. This article explains why it happens and how to resolve it.

What Does "Suspended" Mean?

A suspended card cannot be used for purchases, ATM withdrawals, or other transactions. It is different from a temporary decline — a suspended card requires a call to cardholder support to restore.

Common Causes of a Suspended Paycard

• Entering the wrong PIN too many times — the card locks automatically to protect against unauthorized use.
• Suspected fraudulent or unusual activity on the account.
• An account verification requirement triggered by the card issuer.

⚠️ Important: Changing your PIN in the app will NOT unsuspend the card. You must call cardholder support to restore access.

What to Do If Your Card Is Suspended

1. Call cardholder support: 1-800-961-8264.
2. Have your card and a valid ID ready to verify your identity.
3. The support team can review the account and lift the suspension if the issue is resolved.

PickTrace office staff cannot unsuspend cardholder accounts — this must be handled directly with cardholder support.

Why a Paycard Transaction Might Be Declined

Common reasons a card is declined:

Reason	What to Do
Card is suspended/blocked	Call 1-800-961-8264 to restore access
Wrong PIN entered	Try again carefully; after too many attempts the card locks
Insufficient balance	Check balance in the Paycard app before transacting
ATM daily limit reached	Wait until the next day or call cardholder support to review limits
Online/web transaction blocked	Some cards are not enabled for online use by default — call 1-800-961-8264

Using the Card Outside the US

International use (for example, in Mexico) should work perfectly fine, as if the cardholder was still in the states. It may be restricted depending on the cardholder's account settings. If you're unable to make purchases or ATM withdrawals abroad:

• Call 1-800-961-8264 to inquire about international access.
• Note: this number may show as unavailable from some countries — try calling from a different phone if that occurs.

How Paycard Remittance Works — Overview

Remittance allows PickTrace Paycard holders to send money internationally — most commonly to family members in Mexico or other countries. This section explains how the remittance service works.

What Is Remittance?

Remittance is the transfer of money from a cardholder's Paycard account to a bank account or pickup location in another country. 

How the Process Works

1	Cardholder earns wages → funds are loaded to their PickTrace Paycard.
2	Cardholder opens the Paycard app and initiates a remittance transfer.
3	The request is routed through Ubiquity and processed by Intermex.
4	The recipient receives funds in their bank account or at a pickup location (varies by country).

How to Initiate a Remittance

1. Open the Paycard app.
2. Tap Remittance or Send Money.
3. Select or add a recipient (you'll need their bank account details or pickup location).
4. Enter the amount to send.
5. Review the fees and exchange rate.
6. Confirm the transfer.

Transfer limits and fees may vary. Review the details shown in the app before confirming.

What Cardholders Need To Complete a Successful Remmitance

• Sufficient balance on the Paycard.
• Verified identity on the account (see ID Verification Requirements).
• Recipient's bank account details or preferred pickup location.
• A bank statement for the recipient account may be required (see Bank Statement Requirements).