Employer FAQs
When the employee receives their card what do I need to do?
Last Updated: March 10, 2022As a branch manager you need to copy, via scan or photograph, the front of the envelope containing the 12-digit PRN unique to that card. Write down the full name of the employee the card is being given to. Send both the employee’s name and PRN to your corporate payroll department.
When the employees receives their card do they need to do anything?
Last Updated: March 10, 2022Yes, they must activate their card and set a personal identification number (“PIN”) by calling the phone number included with the card and following the prompts.
Does the employee need to create an account on the Plata Pay™ app?
Last Updated: March 10, 2022NO, an account has already been created for them. Sign-in instructions, including the username and temporary password, are sent to the employee via email. If they do not have an email they can sign into the Plata Pay™ app by using their phone number by using the following steps. 1. On the ‘Sign In’ screen...
If the employee tells us they lost their card what do we do for them?
Last Updated: March 10, 2022You can give them a replacement card. Repeat the same steps as if they were given a card for the first time. Copy, via scan or photograph, the front of the envelope containing the 12-digit PRN unique to that card. Write down the full name of the employee to whom the card is being given....
If the employee gets a replacement card do they need to do anything?
Last Updated: March 10, 2022Yes, they must activate their card and set a PIN by calling the phone number included with the card and following the prompts.
What is the difference between the PRN number and the number on the face of the card?
Last Updated: March 10, 2022The Personal Reference Number (“PRN”) is a unique 12-digit number given to each card account for the purpose of identifying the account. This number is not displayed on the card. The 16-digit number displayed on the card is called a payment card number, primary account number, or simply a card number. It is the card...
When an employee leaves our company can they still use the card?
Last Updated: March 10, 2022Yes, they can use the card as long as it continues to have funds on it. Furthermore, they can take their card to their next employer and provide the employer the following information if they want to continue being paid via the Plata Pay™ card: 1. Provide your Payroll Coordinator with this Sutton Bank Routing...
What if there is an accounting, transaction or balance error? Who does the employee call?
Last Updated: March 10, 2022If an employee spots an error in their balance regarding payroll received they should immediately contact their branch manager. If the employee spots an unauthorized charge to their account and suspects fraud they should immediately call the Visa® customer services number on their card.
If a branch manager has a question regarding the card who should they call?
Last Updated: March 10, 2022Branch managers can contact Plata Pay™’s designated implementation officer, Tony Hubert, at thubert@plata-pay.com or by phone at (314) 565-0441.
If an employee has a question regarding their Plata payroll card or app who should they call?
Last Updated: March 10, 2022Employees with questions are always welcome to call Plata Pay™ customer service at (866) 823-5957 or by email at support@plata-pay.com.
If I can send the 12-digit Payment Reference Number (PRN) to corporate payroll why can’t I just send the 16-digit credit card number from the face of the card?
Last Updated: March 10, 2022As a rule, never communicate any 16-digit credit card number from the face of the card via email. This is to protect the employee’s account security and to prevent possible fraud if electronic communications are stolen or; “hacked.” If you should ever need to verify, or are asked to verify, that the card in the...
If an employee asks where they can get cash for no fee what do I tell them?
Last Updated: March 10, 2022The easiest and most accessible are major retailers including Walmart and Walgreens for free cashback at point-of-sale. The card is also accepted at select banks for a cash advance, over-the-counter withdrawal. However, please advise the employee to check with the bank branch to see if they will do an OTC for a Visa® card with...
Should an employee who has lost their card reorder a new card through Visa®?
Last Updated: March 10, 2022We advise not to, they can call Visa® to report the card lost, however, it is preferred for the employee to come to the branch office and request a replacement card.
What should an employee do who has not received or can no longer find their log-in credentials for the Plata Pay™ app?
Last Updated: March 10, 2022The employee can always call Plata Pay™ customer service at 1-(866)-823-5957 for help with their login credentials. An employee can also use their phone number, given to their employer when enrolling, as their username on the app, and then click on “Forgot Password.” A temporary password will be texted to them that they can enter to...
When should a user expect to receive their login credentials for the Plata Pay™ app?
Last Updated: March 10, 2022After enrolling with their employer for the Plata Pay™ card the user will receive their credentials via email that week, as long as they have supplied a valid email address. The employee will likely receive their login credentials for the app prior to being paid for the first time.
What spending or usage limits are imposed on the Plata Pay™ card?
Last Updated: March 10, 2022The following limits apply to Plata Pay™ cardholders as of April 9, 2021; Maximum Card Balance – $15,000(Meaning the Plata Pay™ card can have a max of $15,000 reflected on it). Maximum Load and Reload – $5,000An employee can receive up to $5,000 in incoming funds per transaction. Note that they will not be able...