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Frequently Asked Questions

Ordering & Account Questions

How do I register for an InComm InCentives account?

You can set up an account by visiting our account creation page. Contact our account management team at incentives@incomm.com or at (844) 228-5368 with any questions.

How do I order Visa, Mastercard, and American Express cards?

Once your account is approved, you will login, navigate to the Shop tab, and search for your desired product for purchase.

What forms of payment are accepted?

ACH, wire transfer, and credit card.

How do I pay using ACH or wire transfer?

After selecting the 'ACH' payment option at checkout, you will submit the order and be emailed an order confirmation that acts as a receipt and invoice. This confirmation has our ACH/wire instructions linked for your review. You will need to contact your Accounts Payable department or bank to initiate the transaction.

Is pre-payment required for my order?

Yes, pre-payment is required for all orders.

Is there a minimum order amount?

No, there is no minimum order amount required.

Are discounts available?

Yes, discounts are available for orders that meet certain requirements. Discounts vary by brand and by order volume. Contact our account management team at incentives@incomm.com or at (844) 228-5368 to discuss what discounts you qualify for.

How do I add additional users to my account?

  1. Login to your account.
  2. Navigate to 'My Account'.
  3. Navigate to 'Corporate Information'.
  4. Send an email invitation to the user you wish to add.

Fulfillment Questions

How will my digital order be fulfilled?

Digital gift cards are delivered in bulk in the form of a CSV Excel file. Each digital card within the file will be in the form of a URL that will route to a virtual account page for Visa, Mastercard, and American Express, or a digital gift card, for all other products. Clicking the URL opens the gift card in a web browser, where the user can find their card information, as well as instructions on how to spend their gift card.

How will my physical card order be fulfilled?

Visa, Mastercard, and American Express cards are delivered in pre-sealed envelopes with an enclosed cardholder agreement. All other products are packaged without carriers.

How do I check the status of my order?

You can find the status of your order by logging into your account and visiting the Order History section. Click on the applicable order ID to locate the status and tracking number. Email incentivessupport@incomm.com for any questions regarding the status of your order.

After my order is paid for, how long will it take to receive my order?

Physical card order: 3-5 business days to fulfill your order, plus ship time (dependent upon your shipping selection).
Digital card order: you will be emailed your order within 24 hours.

How do I activate my Vanilla® Visa®, Mastercard, or American Express Rewards cards?

  1. Once you've received your order, log in to your account.
  2. Navigate to 'My Account' then 'Order History'.
  3. Click the Order ID of the order you would like to activate.
  4. In the Order Details section, click the Activate button.

What are my shipping options?

  • Digital delivery:
    • Delivery Time: Emailed within 24 hours
    • Fulfillment Cost: free
  • FedEx 2-Day:
    • Shipping Time: 2 business days
    • Fulfillment Cost: $28 flat rate
  • FedEx Ground:
    • Shipping Time: 3-5 business days
    • Fulfillment Cost: $10 flat rate