I’ve Been Deactivated or Left My Employer: What Now?
Motivosity gives employers customizable options for deactivating user accounts. You are subject to your employer's preferences regarding how they have handled your deactivation.
When an employer deactivates your account, it results in the following:
No System Access: You will no longer be able to sign into the full Motivosity platform through your employer's organization.
Card Deactivation: Both physical and digital ThanksMatters Visa® cards are deactivated. Because these cards are tied directly to your live spending balance, they will automatically decline if used after deactivation.
Balance handling: Your remaining spending balance may be forfeited, delivered to you automatically with Motivosity, or delivered manually by your employer with other tools like payroll.
If you are unsure, which applies to you, please reach out to your employer for clarification on how and if they choose to deliver Motivosity balances.
What about my account balance?
If your employer chose to transfer your spending balance to you at deactivation with Motivosity's off-boarding feature, you will receive a notice with a link to a special portal where you will be able to access your funds and use them in the Motivosity store for 6 months. This off-boarding email will be sent to all emails associated with your account in Motivosity.
Example Off-boarding Email for a User with a Spending Balance:
Example Off-boarding Email for a User without a Spending Balance:
Usually this means you had no balance at separation, but employers may also manually choose to send this note without a spending balance. It is ultimately up to the employer's discretion whether or not you retain your spending balance after separation.
Please Note: Employers may delay this invite by up to 10 days (with some exceptions). If you do not receive a notice at all, your employer either is not using the automated balance delivery feature or chose to skip delivery for you specifically and your balance was forfeited. If you were expecting access to a spending balance, please contact your former employer as Motivosity has no influence over this decision.
How can I access e-Gift cards I previously ordered?
If you ordered e-gift cards (e.g., Amazon, Starbucks) but did not save the claim codes or order numbers before deactivation, please contact support@motivosity.com with the following details:
Full Name (First & Last)
Former Employer’s Name
Type of e-Gift Card (e.g., Adidas, Target)
Approximate Order Date
Note: We cannot issue refunds or recoveries for Venmo or PayPal transfers once an account has been deactivated.
How to retrieve Virtual Motivosity Visa® Card details after deactivation
If you were deactivated and forgot to save your Virtual Motivosity Visa® Prepaid Card details, you can still retrieve them by contacting Motivosity Support.
To retrieve your details, please email support@motivosity.com with the following information for identity verification:
Full Name: (First and Last)
Associated Zip Code: The zip code used for the Virtual Prepaid card
Former Employer: Company name
Motivosity Login Email: Your registered email address
Order Date: When the Prepaid Card was ordered
Order Amount: The original dollar amount of the card
What happens next? Once verified, we will ask our Engineering Team to provide an "off-boarded view" of your order history so you can view your card details.
Note: Motivosity Support cannot reactivate or help with standard ThanksMatters Visa® cards once you have been deactivated. If you attempt to use a standard ThanksMatters card after deactivation, it will automatically decline.
Issues with a Virtual Promotional Prepaid Card? (Managed by MyPrepaidCenter)
If you ordered a Virtual Promotional Mastercard® USD or a Virtual Promotional Visa® Prepaid Card before deactivation, please note that these are not managed by Motivosity. These are e-gift cards handled solely by MyPrepaidCenter.
Motivosity is unable to access their internal management system and cannot assist with troubleshooting related to activation, use, or balance.
Please contact the MyPrepaidCenter Support Team directly:
Online Support: MyPrepaidCenter Contact Us Page
Prepaid Visa® Support: * 1-877-610-1075 (U.S. & Canada)
1-801-214-8892 (International)
Prepaid Mastercard® Support: * 1-888-371-2109 (U.S. & Canada)
1-339-234-6415 (International)
Why was I deactivated?
Motivosity Support has no insight into why you were deactivated, whether it was intentional or by accident. If you have any questions regarding the status of your employment or account deactivation, please contact your employer's HR department for more details.