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ThanksMatters Card FAQs

FAQs for your ThanksMatters card

Updated this week


We understand you might have a few questions about the ThanksMatters Card. We're here to help make sure those questions are answered and solve your problem! To start off, here are some of our most Frequently Asked Questions!

ThanksMatters Card FAQs

Please Note for Admins:

Effective Immediately: Clients who've signed a contract/agreement after 1/23/24, a fee of $5 will be applied for each physical card issued. This includes re-issuing of the ThanksMatters card if a user reports the card stolen or lost.

I ordered a physical ThanksMatters Card and it hasn't arrived yet!

First, we would like to apologize that you haven't received your Physical ThanksMatters Card. The typical time it takes for your card to be shipped is about 1-2 weeks.

If you still have not received your ThanksMatters Card within this timeframe, please reach out to our support team here.

What happens to my ThanksMatters Card after I leave my company?

This is a great question! Once you have lost access to Motivosity and are no longer a user, your ThanksMatters Card becomes deactivated and can no longer be used.

Where is the ThanksMatters Card supported?

We love our Motivosity family, wherever they may be. The ThanksMatters Card is supported globally, excluding Cuba, Iran, North Korea, Syria, Russia and Ukraine. All users will have the ability to activate a virtual ThanksMatters Card no matter their location. Users in the United States and Canada will have an additional option to opt into a physical ThanksMatters Card.

Please note: The physical ThanksMatters Card is not supported in US Territories.

How do I check the balance of my card?

Your ThanksMatters Card is tied to your Spending Balance in Motivosity. So, whatever you see in your Spending Balance is the current balance of your card and can be used at any time.

Who can I contact if I have questions or issues with my card?

If you ever have any questions or issues with your ThanksMatters Card, you can reach out to our Motivosity Support Team here.

Where is my refund?

Refunds go through our third party processors and can take approximately 7-10 business days to process. Once complete, you will see it on your Motivosity spending balance!

What happens if a card is lost/stolen or damaged?

No need to fear, Motivosity tech support is here! If you have any kind of “uh-oh” moments with your ThanksMatters Card, our tech support team can disable any card and reissue a new one as necessary. But, if you are feeling a little more independent, users can disable and enable their card on their own as well.

How can admins monitor the enrollment process?

Admins can easily view which users have enrolled in a ThanksMatters Card from their User Management report. Keep in mind that Motivosity automatically prompts each user upon login to enroll for their card, so you don’t need to worry about internal campaigns or sending out a million announcement emails.

Are there any fees?

Motivosity doesn’t believe in hidden fees or last minute add-ons. The ThanksMatters card is a ZERO-FEE feature. Yup, you heard us! All costs associated with the card are included in the purchase of Recognize licenses. No surprises or unexpected charges coming your way.

How do taxes work with the ThanksMatters Card?

Purchases made with the ThanksMatters Card are the same as any redemptions made within the Motivosity Store from a tax perspective. Motivosity keeps track of tax obligations for employees when they use the card. These order/transactions can be found in the Tax Summary report found in Insights under the Money section.

What if our company is located in a different country? Are there any fees associated with using the card?

Again, we don't believe in hidden fees or add-ons. The ThanksMatters Card is denominated in USD. Motivosity will not charge any international fees and are not passing those through to your employees. Please note, there is still an exchange rate for any redemptions that are not in USD.

Can employees opt-out of the ThanksMatters Card?

Yes! The ThanksMatters Card is completely optional. Employees do not have to enroll in the ThanksMatters Card.

What about data privacy?

Our Privacy Agreement can be found here. Users will be prompted to share an address or birthday year as part of the enrollment process. This information is sent to the card issuer and is not stored in Motivosity.

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