Your money. Your choices.
With Brightwell, you choose how you manage your money – shop online or in-store and get cash at an ATM.
How to solve common card questions/issues
So you got your new Brightwell replacement card. Now what?
- Log in to your account at brightwellnavigator.com or in the Brightwell Navigator Mobile app.
- Click on My Card. (Tip: in the app, tap on the settings first)
- Tap or click on Activate Card.
- Enter the card information exactly as it appears on your new card in the fields provided.
- Create a new, unique PIN. *Do not use the same PIN from your previous card.
- Tap Active Card.
Don’t worry; requesting a new card is easy.
- If your card is lost or stolen, contact Customer Support immediately at brightwellnavigator.com or call +1 404-855-2475.
- If your card is damaged or about to expire, simply submit a support ticket letting us know what happened to your current card, and we’ll work to send you a replacement.
- Sometimes, there is a small convenience fee to request a new card if it’s damaged or lost. So, be sure to check your cardholder agreement to review for any applicable fees.
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.
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.
Solving common transfer issues
Brightwell helps you move and transfer your money where you need it, but sometimes transactions can get held up or delayed for a few common reasons. Learn how you can troubleshoot some of the most common transaction issues to get your money moving again.
Brightwell provides several ways to send transfers through Cash Pick Up Services. You can choose from MoneyGram, Mastercard (formerly Transfast), and Western Union Digital. This service enables you to send money to your desired recipient for collection at various locations worldwide. Cash Pickup is typically the fastest method to send money back home. If you have questions about Western Union, Moneygram, or TransFast Cash Pickup, Submit a support ticket online or in the mobile app. Brightwell will work with Western Union on your behalf. *
Remember: At the end of the transaction on the receipt, you will get a Transfast PIN or MoneyGram Reference Number that you give to the receiver to pick up the money.
An OnDemand transfer is a great way to send money to a Bank Account quickly. With an OnDemand Transfer, you decide how much to send and when.
The most important part of a successful OnDemand transfer is ensuring that the receiving bank account information is correct. When adding a receiving bank for an OnDemand transfer, always:
- Remove all special characters (# - / ) from the address field.
- Check to ensure you include a postal code, payment reference, and a receiver phone number as part of the bank details.
Once a bank account is added, it will show under unavailable accounts until approved (typically within 24 hours). Then, it will move to the available accounts section.
If there is a transaction you do not recognize or cannot resolve with a merchant, please log in to your account and submit a support ticket, providing the details of your dispute, including the date, transaction description, and amount for the dispute process to be handled properly. If our investigation finds an error, your account will be refunded accordingly.
