Frequently Asked Questions

Compass

Our clients and employees are a top priority for us and considering the recent events around COVID-19 and as determined by Legal Notice 18 of 2020 issued by Turks and Caicos Government, the office will be closed until 04/15/2020. 

 

Here is some important information you need to know:

 

Can I use my card during the office closure?

Yes, you can use your card as you usually do and you can also view account balances and transaction history online. 

 

Which services will be available during the office closure?

The following services will be temporarily unavailable: top-ups, card printing, card reactivation and some status requests.

 

Attention: If your card has low or no balance and you need to request an urgent top-up, please contact us via email [email protected].

 

How can I login on the Hallmark Compass website?

1- To access your account click here;

2- Click on Hallmark Compass Prepaid Card;

3- Then select the option that matches the first 6 digits of your card;

4- If you are already registered, enter your username and click on Login;

5- Enter your password and click on Submit;

6- If necessary, enter the answer to your challenge question and click on Submit;

7- If you have trouble logging into your account, please contact us on [email protected]

 

How can I check my card statement online?

1-  To access your balance and your card statement, login to your account on our website. See how to do that on the topic above (how can I login on the Hallmark Compass website?).

2- Once you’re logged in, you will see your account overview screen.

3-  Find the field Statement Balance.

4- If you have trouble finding your statement information, please contact us on [email protected].

  

How can I get in contact with Hallmark Compass?

There will not be on-site services and neither face-to-face service until 04/15/2020. 

 

If you have any questions or concerns about your account, please contact our team through the email address:[email protected]. We will get back to you as soon as we can.

 

Recommendations to prevent the spread of COVID-19.

See official government recommendations to help reduce the risk of spreading this virus within the community. 

    1. For the proof of identity, the cardholder must bring the passport or driver’s license plus the national ID card.
      1. The passport and driver’s license must not be expired and must have at least 6 months of validity;
      2. Ask the customer to bring the entire documentation and we will make the copies here at the office;
      3. If the customer wants to send them via email, the copies of the driver’s license and the national ID card need to be front and back. For the passport, the holder’s info page with the picture is required;
      4. For all documents, the copies must be in color;
    2. For proof of address, the cardholder’s name must be featured as the account holder and the document must have been issued within the 3 previous months;
      1. The copies must be in color;
      2. If the account is in the name of the spouse, it will be accepted with a marriage certificate confirming the relationship;
      3. If the account is in the name of a parent, it will be accepted with a birth certificate confirming the relationship;
      4. If the account is in the name of the lessee, it will be accepted with a lease contract confirming the relationship;
      5. If the account is in the name of a third party with no legal binding (friends, couples who live together, etc.), it will be accepted by the account holder signing a term stating that the person lives in his/her home (Hallmark letter for proof of residence). In addition to the term filled out and signed, a copy of an official document with the signature of the account holder is necessary;
    3. For source of income, the cardholder must bring a payment slip, a job letter or a business license plus a bank statement. The document must have been issued within the 3 prior months;
      1. For retired people who have no other source of income, bring a document certifying the receipt of government pension; if this is not the case, bring a bank statement certifying that they have funds in the bank to support themselves;
      2. The job letter must have the value of the salary;
      3. For business license, it is mandatory that the person brings a bank statement, or documentation such as contracts with clients, accounting documents, or something stating how much the cardholder earns per month;
      4. If the cardholder does not have his/her own source of income and depends on a financial provider, such provider must fulfill the term stating that he/she is financially responsible for that person. In addition to the term filled out and signed, a copy of an official document with the signature of the account holder is necessary;

Keeping the documentation up to date is extremely important. Our life changes so fast that we at Hallmark need to stay up to date to make sure that your account is always secure and we can contact you when necessary. Furthermore, since many profiles had incomplete documentation, we are asking everyone to bring the documentation again.

All documentation submitted must be evaluated by our Compliance team, and this process can take up to 5 business days. If everything goes smoothly, after that period you will be able to make top-ups and use your card. But remember: depending on the evaluation by our team, we may need more documentation for further security. Therefore, before going to Hallmark, we recommend you call or send an email asking if the process has been concluded or if it is necessary to send additional documentation. Since many people are coming to Hallmark in this new beginning, it may take a little more time than usual, so we ask for your understanding.

You can sent all updated documentation to the email address [email protected] and we will perform the update.

To cancel your card, simply request this to one of our agents. If you have balance, simply fill in this form and, according to the terms and conditions of the program, within 6 months we will transfer your balance.

At the moment, we will have to cancel all cards issued to non-residents, but don’t worry: if you have balance, simply fill in this form and, according to the terms and conditions of the program, within 6 months we will transfer your balance.

Our duty is to maintain a safe environment for everyone: our regulators, our partners and, especially, our customers. We must make sure we do business only with those we know and trust, so we can ensure that your service will not be interrupted again.

We request that any additional document containing a value base is sent along with the Business License. It can be a bank statement, a bank letter, contracts with clients, lease contracts, anything proving where the deposits come from and how much your average monthly transactions will be. If we identify a transaction much higher than what was informed to Hallmark, we may block your card again and request further documentation.

No. At the moment, we are accepting top-ups only through wire transfers or in our office located at Leeward Highway 1145, Compass Pointe Bldg. P.O. Box 656 Providenciales, Turks & Caicos Islands B.W.I. entre 08:30 e 15:30. Reminder: to make top-ups, your profile needs to be active – documents updated and approved by Compliance.

Horizon

Yes, you can pay your overdue invoice in our office in the regular working hours.

We are still working on the Horizon program. We cannot give a forecast at the moment, but as soon as we have news, you will be the first to know.

Our clients and employees are a top priority for us and considering the recent events around COVID-19 and as determined by Legal Notice 18 of 2020 issued by Turks and Caicos Government, the office will be closed until 04/15/2020. 

 

Here is some important information you need to know:

 

Can I use my card during the office closure?

Yes, you can use your card as you usually do and you can also view account balances and transaction history online. 

 

Which services will be available during the office closure?

The following services will be temporarily unavailable: top-ups, card printing, card reactivation and some status requests.

 

Attention: If your card has low or no balance and you need to request an urgent top-up, please contact us via email [email protected].

 

How can I login on the Hallmark Compass website?

1- To access your account click here;

2- Click on Hallmark Compass Prepaid Card;

3- Then select the option that matches the first 6 digits of your card;

4- If you are already registered, enter your username and click on Login;

5- Enter your password and click on Submit;

6- If necessary, enter the answer to your challenge question and click on Submit;

7- If you have trouble logging into your account, please contact us on [email protected]

 

How can I check my card statement online?

1-  To access your balance and your card statement, login to your account on our website. See how to do that on the topic above (how can I login on the Hallmark Compass website?).

2- Once you’re logged in, you will see your account overview screen.

3-  Find the field Statement Balance.

4- If you have trouble finding your statement information, please contact us on [email protected].

  

How can I get in contact with Hallmark Compass?

There will not be on-site services and neither face-to-face service until 04/15/2020. 

 

If you have any questions or concerns about your account, please contact our team through the email address:[email protected]. We will get back to you as soon as we can.

 

Recommendations to prevent the spread of COVID-19.

See official government recommendations to help reduce the risk of spreading this virus within the community.