Unusable Virtual MasterCard

  • 24 January 2024
  • 5 replies


Hi, T-Mobile Community; I am frustrated beyond imagination and this is my last stop before heading towards the Better Business Bureau.  I am unable to get any answers and at this point in time, I’m out a nice chunk of money.

I cannot access the funds on my ‘Virtual MasterCard’ that I received as a rebate for paying off my phone and joining T-Mobile.  I was told to contact the company (NorthLane) and provided a phone number (just a phone tree, no chance of reaching a human being) and a website where I left a message and no one has gotten back to me.

I need to be able to get the funds off the ‘virtual MasterCard’ and back to my bank from where I paid off my phone.  My bank will only take PHYSICAL cards, not virtual.  I’m left with a large debt (that I’m paying interest on, btw) and no way to access the funds promised me.

I cannot find any number, team or body at T-Mobile that I can speak with to elevate this issue and I’m afraid I have made a terrible mistake leaving my previous carrier for T-Mobile. 

Is there anyone out there who can point me in the right direction of someone I can discuss this with?!?

5 replies

Userlevel 7
Badge +14

Virtual prepaid cards have different rules.

This prepaid card has been a pain in the you know what! I was told I could add it to Google pay wallet to use it, and that has been tested over and over. It doesn’t work. I actually ended up having to pay my remaining Verizon balance from my own account since the card number wasn’t working. Everything I want to use it on is a POP purchase, and the digital wallet function definitely doesn’t work. I guess I’ll have to buy stuff online that I don’t need until the balance is depleted. Crappy offer Tmobile.

I have had the same issue with the Prepaid MasterCard issued by T-Mobile (apparently handled by Sunrise Bank).  The card was issued by T-Mobile as a Verizon balance payoff in their successful attempt to entice me to switch carriers. The digital (“Virtual Express”) card information T-Mobile provided does not allow it to be added to a digital wallet such as Apple Pay.  So, like others, I had to use my own funds ($700) to pay off Verizon while unable to make typical purchases using the “Virtual Express” MasterCard.

Beyond not being able to use the card, the fine print says there is a $4.95 monthly fee associated with the card, a $.33 charge every time you attempt to check the balance, and the card expires in 6 months.

I am reporting this to the Department of Commerce and our state’s Attorney’s Consumer Protection Office. This is not consumer-friendly and not a good start with T-Mobile.

After finally getting to someone who knew what to do, I was directed on how to transfer the digital MasterCard amount to my bank account.  The process has been started and takes up to 3 business days to process.  If it works, I am OK with the solution.  You need to call 888-390-6867 for the right department at TMO.

I signed up for T-Mobile 5G Internet a couple of months ago and recently just received the email for my $200 virtual prepaid card. Last night when I tried to access the funds through my phone, it kept giving me an error message.  So this morning, I tried using my computer and had absolutely no problem getting the MasterCard information.  It is important to note that you have to put in the mobile number for whichever line is associated with the promotion. So I put in the phone line that is associated with my Internet rather than my cell.
However, when I tried to use the MasterCard on to order a $200 gift card, the purchase was denied. So I went on Amazon and ordered a $200 gift card and that worked.  It seems these cards can only be used at particular places and the best way to access the full amount is to purchase a gift card from somewhere that you know you’ll be able to use it.  I hope this is helpful.