Frequently Asked Questions

To Start
What is Extend?

Extend is a solution that allows a Cardholder from a participating bank to simply and quickly distribute virtual credit cards to designated Recipients. The Cardholder retains full control over the spending limit and validity period of each virtual card and can cancel a virtual card at any time. All transactions that take place on these virtual cards roll up to the Cardholder’s credit card, providing the Cardholder with full transparency into purchases as well as the benefits of any rebate or rewards offered by that credit card.

Extend allows Recipients to use only their email address to request access to or receive a virtual card, which can minimize the administrative approval process to a few simple clicks.

Watch this video to learn how Extend works.

What is a virtual card?

It is a digital version of a credit card created by a participating bank and distributed through Extend at a Cardholder's request. It has a unique card number, a unique security code, and an expiration date. Sending a virtual card does not require an extension of new credit or a transfer of funds. Instead, a virtual card accesses the credit line that a bank has already extended to the Cardholder, up to the spending limit that the Cardholder has set on the virtual card.

Watch this video to learn more about virtual cards.

What controls does a virtual card have?

For each virtual card, the Cardholder can define a spending limit and a “valid to” date. For example, the Cardholder can send a virtual card with a $500 spending limit that is only valid until the end of next week. A Cardholder may cancel a virtual card at any time and will have visibility into the purchases made using the virtual cards.

Can any credit card be registered on Extend?

Currently, only select credit cards from participating banks may be registered on Extend. For the list of participating banks or to find out more, reach out to us at support.paywithextend.com

Where can I find the Extend app?

The Extend app is available for free in the Apple App Store and Android Google Play Store. You can also access Extend from any web browser at app.paywithextend.com.

Using Extend
Where can virtual cards be used?

You can use your virtual card anywhere that allows you to manually enter your credit card details such as, online purchases, mobile apps, over the phone, and in some retail stores.

Watch this video to learn how to use a virtual card.

Are there limitations on where virtual cards can be used?

Yes. Here are a few instances that may arise: 1) some merchants simply do not accept any credit cards, i.e. they only accept cash; 2) there are merchants that may only accept cards from specific card networks; or 3) some brick and mortar shops are required to swipe physical cards to complete a transaction.

How long does it take to register a credit card in the app?

It depends. If your bank allows you to register the card yourself, it will only take a few minutes. If you need to work with your existing bank or a new bank to set up a credit card account first, then it will take more time. Reach out to us at support.paywithextend.com to find out more.

Is there a fee for Recipients to use Extend?

No, it is free for virtual card Recipients.

Is there a fee for Cardholders to use Extend?

Extend charges the Cardholder of the Registered Card the fees disclosed in the pricing section of our website. In certain cases, a separate fee arrangement may exist. Check with Extend, your company, or the participating bank with regard to what fees apply. If you receive some cash back or rebate on the credit card you registered with Extend, then the service will likely not cost you anything - better still it may generate net revenues for your business.

How will you bill me for fees?

Following the end of each calendar quarter, if the accumulated fees you owe Extend exceed $5, Extend will generate a charge on your Registered Card by issuing a virtual card with a spending limit equal to the fees that are due and payable. For more information, check our Terms and Conditions.

Can a Cardholder send multiple virtual cards from their Registered Card?

Yes, as many as the Cardholder wants! It’s limitless.

Do Recipients of a virtual card need to be customers of the Cardholder's bank?

No, almost anyone with an email address can receive a virtual card. The Cardholder is responsible for the Recipients’ use of the virtual card received from that Cardholder.

Can any individual request virtual cards from a Cardholder?

Yes, anyone can request virtual cards through the Extend app from any Cardholder, using their email address. Cardholders can approve, modify, or reject requests.

Watch this video to learn how to request a Virtual Card.

Can an individual request and receive virtual cards from different Cardholders and companies with the same Extend user account?

Yes.

How does the Cardholder approve, modify, or reject a virtual card request or modify a virtual card after it has been created?

Click on the virtual card request you received, then click Approve or Reject. Either before or after you have approved the request, you can modify the nickname of the virtual card, spending limit, “valid to” date, reference, and notes by clicking on any of these parameters.

Watch this video to learn how to review a Virtual Card request.

How does the Cardholder create and send a virtual card?

Click on Send A Virtual Card, enter the Recipient's email address, the spending limit, and a “valid to” date. Then click Send Virtual Card. The virtual card will be instantly received by the Recipient.

Watch this video to learn how to create and send a Virtual Card.

How does the Cardholder or Recipient cancel a Virtual Card?

Swipe left on any virtual card you sent or received, and click Cancel. The virtual card number is immediately disabled and cannot be used to make purchases anymore. You can un-cancel a virtual card by selecting a new “valid to“ date.

Does the Cardholder get rebates or rewards on virtual card transactions?

It depends on the Cardholder's card agreements with their bank or with Extend. The Cardholder (or their employer) usually receive the benefits that come with using their Registered Card - including reward points, cash back or rebates. Ask your bank to confirm your benefits.

Who is responsible for purchases using virtual cards?

The Cardholder. Virtual card transactions are part of the Cardholder's credit card balance and will appear on the usual monthly statement they receive from their bank. Transactions are also available through Extend and can be downloaded from the Extend web app (app.paywithextend.com).

Features
Can I update my profile information?

You can change your name, phone number, and profile picture in the user settings section of the Extend app. Users cannot change their email address.

Can I control notification settings?

Yes. You can customize your notification settings to a very granular level for virtual cards sent or received and for both email and mobile notifications. Just access the settings page through the sidebar, click ‘Notifications’, and fine-tune your experience. For security reasons, we recommend leaving most of the notifications on.

Can I automatically refill a spending limit?

Yes. Any virtual card can be set up to have its spend limit refilled at a set frequency. This is very convenient for subscription services, per diem, or budgets.

To set up the auto-refill, click on Create A Virtual Card, fill in the virtual card parameters you desire, and click on Auto-Refill. There, you can select the frequency and duration of your auto-refill. The spending limit you selected will be automatically refilled to that limit at that frequency.

Can I see and download transaction data?

Yes. Users can see in the Extend app all of the purchases they make with virtual cards. Transactions can be downloaded from the Extend web app (app.paywithextend.com) and are visible to both the Cardholder and the Recipient. In addition, Cardholders can download transaction data across all the virtual cards they sent or approved - including information about the user who sent the virtual cards, the Recipients, and all the reference fields.

Can I send multiple virtual cards at once?

Yes. From the Extend web app (app.paywithextend.com), a Cardholder can send up to 100 virtual cards at once. This is very convenient when starting the program and onboarding many employees at once, welcoming summer interns, or sending cards to your customers for loyalty programs.

To send virtual cards in bulk, click on Send A Virtual Card, select Multiple, and select the Registered Card you wish to use. Then, download the CSV template, fill it with the parameters of each virtual card, upload that template, and click Send Virtual Cards. Recipients will receive their unique virtual card immediately.

Can I integrate this data with my accounting software?

Yes. Once downloaded by the Cardholder from the Extend web app (app.paywithextend.com), transaction data can be uploaded to any accounting software. If you need any support or guidance, contact us at support.paywithextend.com.

Can I add more than one reference field on the virtual cards I send?

Yes. From the Extend web app (app.paywithextend.com), a Cardholder can add several new reference fields (e.g., project code, account code, GL code, employee ID, etc.) as well as customize each to the needs of the business. This is very convenient for tracking and reconciliation.

To customize reference codes, click on your Registered Card, click on the wheel icon next to its name to open the card settings. There you can customize the default reference fields as well as add and customize new ones - including specifying if one is required, if users can enter free text, etc. These reference fields will be attached to each virtual card sent from that Registered Card, and therefore each transaction made on these virtual cards.

Can Recipients attach a receipt of their transaction?

Yes. That receipt will be visible to both the Cardholder and the Recipient. When on the virtual card screen, go to transactions. In the detail of the transaction, click on the attachment icon.

Can Recipients attach an invoice image to a virtual card request?

Yes. This is convenient for Cardholders who want proof of the transaction amount before approving a virtual card. When on the request virtual card screen, click on the attachment icon.

Usage/Best Practice
When sending/requesting a virtual card, make sure that the authorized spending limit is not too close to the expected purchase amount.

Some merchants (e.g. car rentals, hotels, taxi apps) make a temporary hold on credit cards before they charge you for their services. That hold is often equivalent to the expected cost of their service plus a buffer which is usually the minimum of ~25% of the service cost or a dollar amount (e.g. $200 for a car rental, $20 for a taxi app, etc.). This hold diminishes the virtual card’s available spending limit and is not released until the actual transaction is submitted by the merchant. You should take into consideration these potential holds when setting a spending limit on a virtual card.

When making a purchase, make sure to use the virtual card’s billing address zip code if asked by the merchant.

At the time of purchase, banks and card networks typically check the billing zip code of the credit card. In the Extend app, the billing zip code is displayed next to the virtual card image.

When making a purchase, be aware of the difference between the card expiration and the “valid to” date.

The card expiration is the Month/Year (e.g. 02/21) associated with any credit card - virtual or not - which you need to make a purchase. In the app, it is always displayed on the virtual card image.

The “valid to” date, composed of a day/month/year (e.g. 8/10/19), is set by the Cardholder to control how long the virtual card remains active. A “valid to” date should not be shared with a merchant. If a virtual card is being used outside the “valid to” dates, the transaction will automatically be declined.

Security
How secure is Extend?

Extend encrypts all data within the app. All card transaction data is processed in accordance with the Payment Card Industry Data Security Standards (PCI-DSS).

How secure are Virtual Cards?

Virtual cards have unique card numbers, cannot be used beyond their “valid to” date or the set spending limit, and can be canceled at any time. As with any credit card transaction where a plastic card is not swiped, a virtual card transaction is subject to the usual security processes of the card network and participating bank.

Questions?
Please don't hesitate to reach out to Extend at support.paywithextend.com