Help & FAQs

Find the answers you need to the questions you have – anytime.
When you have questions about your Vault Offshore Banking accounts or our products and services, start here. We compiled the questions we receive most frequently from members so you can quickly find valuable information. If you need more assistance, please contact us. We are always happy to help.

You can also access several self-service forms to take care of business on your own.

Credit Cards

For lost or stolen debit cards, please choose from the following options:
  • Turn your card off and report it as lost or stolen using Online or Mobile Banking1. Simply log in, click on "Manage Cards" in Online Banking or "Cards" in Mobile Banking1. You may be prompted to call us.
  • Call Cardholder Services at (800) 472-3272.
  • Visit a financial center to receive a card instantly issued.
Once your card has been cancelled, a new one will be mailed to you in 7-10 business days. Please check your account to ensure there are no unauthorized transactions.

For lost or stolen credit cards, please choose from the following options:
  • Turn your card off/on and report it as lost or stolen using Online or Mobile Banking1. Simply log in, click on "Manage Cards" in Online Banking or "Cards" in Mobile Banking, and follow the prompts to close your credit card and request a new one.
  • Or for your Mastercard® Platinum or Mastercard® Cash Rewards credit cards, please call  (855) 325-0904. For your Mastercard® World credit card, call (855) 510-4594.
Once your card has been cancelled, a new one will be mailed to you in 7-10 business days. Please check your account to ensure there are no unauthorized transactions.
For debit card disputes:
  • Please call (866) 394-1205 during business hours and a dispute expert will help you file a claim.
For credit card disputes, please choose from the following options:
  • Log into Online Banking, click on your credit card account, and select "dispute" next to the applicable transaction.
  • Or to file a claim via phone for your Mastercard® Platinum or Mastercard® Cash Rewards credit cards, please call (855) 325-0904. For your Mastercard® World credit card, please call (855) 510-4594 to file a claim.
  • For all other disputes:
    Visit a local Financial Center.
    Call our Contact Center at .
We offer several options to make your credit card payments:
  • Log in to Online or Mobile Banking1 to transfer a payment.
  • Mail a payment to us.
  • Make payments at a financial center through a:
    • Personal check
    • Certified check or money order
    • Cash, or
    • Contact us to make a payment by phone.
Payments reflect on your credit card account within 2 business days after the payment has been made.
  • Log into Online Banking.
  • Click on your credit card.
  • Click on "Statements."
  • Select the toggle button to turn on paperless statements.
  • To register your debit card, visit uChoose Rewards and follow the registration steps.
  • To register your credit card, simply click on the uChoose Rewards icon on the credit card page in Online Banking and follow the registration steps.
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