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Why is my card frozen/not working?

If you are a new cardholder, we probably need to verify your identity. We’ll send you a text and/or email when this is the case, but sometimes people miss it. If you send your ID verification documents (govt-issued ID and SS card) to docs@solepaycard.com, we can reactivate your card within one business day.

If you are not a new cardholder, it could be several things. One weekend per month, we have early-morning service windows that might prevent your paycard from working for a short period of time. There may also be a hold on your card to protect you from suspected fraudulent activity, or you’ve entered the incorrect PIN too many times. You can call us to resolve these issues.