Skip to main content
Use these actions when a member did not receive their card, needs it delivered to a new address, or reports it lost. The difference comes down to one question: does the member keep the same restricted card, or do they get a new one? The two cards below show each path side by side.
Resend
Same card, delivered again
Card number and balance stay the same.
Replace
New card issued
The old card is deactivated. A new card takes its place.
To get to these actions:
  1. Go to Card management → Cards.
  2. Find the member’s card and click it to open the details panel.
  3. Click the action button at the top of the panel.
The quick actions sit at the top of the card details panel. Which buttons appear depends on the card type and how the program sends cards. The mockup below shows the three buttons and when each one shows up.
Card details · Quick actions
Resend Digital Card
Appears on digital cards sent by email or text.
Resend Physical Card
Appears on physical cards that have already shipped.
Replace Physical Card
Appears on active physical cards in recurring programs.

​
Resend a digital card

Resending delivers the same restricted card again — no new card is issued, and the card number and balance stay the same. Use this when a member did not get the original message or needs a new activation link. The resend flow takes a few short steps. Here is the path from opening the card to re-delivering it.
Step 1
Open the card
Click the card to open its details panel.
→
Step 2
Update contact info
Fix the email or phone if needed.
→
Step 3
Choose “Resend Reason*“
Then click “Confirm”.
→
Result
Same card re-delivered
By email or text for digital, by mail for physical.
Steps:
  1. In the card details panel, click Resend Digital Card.
  2. Review or update the member’s email and phone fields. Changes you make here save to the member record.
  3. Select a Resend Reason*:
    • Damaged — the link or card was not usable
    • Address Change — contact info changed
    • Other — enter a note in the Please specify* field that appears
  4. Click Confirm.
The card is delivered by email or text based on the member’s delivery preference. Delivery usually arrives within minutes.
Digital cards in a failed state cannot be resent. Contact iQpay support at (888) 253-5667 for help with failed cards.

​
Resend a physical card

Resending a physical card remails the same card — same card number, same balance. Use this when the original mailing failed or the member moved. The flow follows the same path shown above: open the card, correct the mailing address, choose a reason, and confirm. Steps:
  1. In the card details panel, click Resend Physical Card.
  2. Review or update the mailing address fields:
    • Address Line 1*
    • Address Line 2 (optional)
    • City*
    • State*
    • Postal Code*
  3. Select a Resend Reason* (same options as digital — see above).
  4. Click Confirm.
Allow normal shipping time for the card to arrive. Physical cards take days, not minutes.
Physical resend requires that the card has already shipped and that the member has a valid mailing address on file.

​
Replace a physical card

Replacing a card deactivates the old restricted card and issues a new one. The old card stops working. The new card is funded through the program’s normal send schedule — the balance does not transfer automatically. When you replace a card, you pick the timing. The two timelines below show how each choice plays out.
Replace immediately
Now
Old card deactivated.
Now
New card ordered right away.
Schedule replacement (next recurrence)
Now → next send
Old card stays active.
Next scheduled send
New card ships and the old one swaps out.
Replacement is available only for active physical cards on recurring programs. Steps:
  1. In the card details panel, click Replace Physical Card.
  2. Select a Replace Reason*:
    • Lost — the member no longer has the card
  3. Choose a Replacement Type:
    • Replace immediately — the old card is deactivated now and a new card is ordered right away.
    • Schedule replacement (next recurrence) — the new card ships with the next scheduled send. The old card stays active until then.
  4. Click Confirm.
Only one replacement can be in progress per card. The platform blocks a second request while one is pending.

​
Fees

Resending or replacing a card may carry fees depending on your program’s fee schedule. Applicable fees include the Card/Offer Send Fee and the Physical Card Fee — see the Fee Types page for definitions. For the exact rates in your agreement, contact iQpay support at (888) 253-5667.

​
Good to know

  • Contact info updates are saved. When you update a member’s email or phone on the resend form, those changes apply to the member record, not only the resend.
  • Only one replacement at a time. If a replacement is already in progress, the Replace button is blocked until it completes.
  • Failed cards cannot be resent. If a card is in a failed state, contact iQpay support at (888) 253-5667.
  • Physical replace is for recurring programs only. One-time programs do not show the Replace option.