Frequently Asked Questions

ReStore Card Questions

What is the ReStore Card?
Your ReStore Card is a Prepaid MasterCard card which has your claim settlement amount loaded onto it. You can use your ReStore Card anywhere MasterCard debit cards are accepted—online and in your favorite stores. By using your ReStore Card, you will automatically benefit from the discounts and rewards offered by our participating retailers.

Do I have to use my ReStore Card on the ReStore Mall?
No. Your purchase transactions will take place on the websites of those retailers. As such, you may use any form(s) of payment allowed by those retailers, including but not restricted to your ReStore Card Debit MasterCard, should you have one. Most retailers accept all major credit cards. Some accept other forms of payment, such as PayPal.

What is my PIN?
If your card has your name on it, your default Personal Identification Number for use at ATMs and debit purchases is the last four digits of the five-digit zip code to which your card was mailed. If your card says "VALUED CUSTOMER," your default PIN is 0000. To change your PIN, please call 877-459-8738 and select option 3 when prompted to connect to Card Services.

How do I set or change my PIN?
To change your PIN, please call 877-459-8738 and select option 3 when prompted to connect to Card Services.

My card balance is showing as $0, but I know I have money on the card.
This may be caused by a delay in our website updating. To confirm your current balance, please call 877-459-8738 and select option 3. If your account is showing an incorrect balance on the site, you can email customerservice@restoremall.com. We will review your account and we'll contact you if there are any problems with your card.

Am I responsible for fraudulent charges on my ReStore Card?
If you believe your ReStore Card has been lost or stolen, tell us AT ONCE by calling us toll-free at 877-459-8738. You may not be liable for unauthorized use of your Card provided that you notify us within a reasonable time after learning of the loss or theft of your Card. Please refer to the Cardholder Agreement that came with your ReStore Card for more information.

Are there any fees associated with my ReStore Card?
Activation and Monthly Membership with your ReStore Card is FREE. For information related to specific transactions such as international purchases and card replacement, please see the Cardholder Agreement that was mailed with your ReStore Card.

How can I get cash from my ReStore Card?
There are several ways you can access the money on your ReStore Card: (1) You can withdraw cash at ATMs worldwide displaying the MasterCard or Star logos. Before using an ATM or requesting cash back with a purchase, call Card Member Services at 877-459-8738 to create a secure PIN. You can change your PIN at any time by calling Card Member Services. When using your ReStore card at the ATM, select withdraw from checking account when prompted. The ATM will advise you of any transaction fees that will be applied before you complete the transaction. (2) Your ReStore Card can be used anywhere MasterCard debit cards are accepted. You can get cash back at retail locations by selecting the debit option and entering your PIN. (3) Visit our Electronic Funds Transfer (EFT) page (available from your card history lookup page) and enter the amount you would like to transfer, along with your bank account and routing number, and submit the transaction. (4) If your card has your name on it, you may go to any bank branch that bears the MasterCard logo, present your card to the teller, ask for a cash advance withdrawal, and indicate the amount of cash you would like.

Are there any fees associated with using my card?
Please refer to your ReStore Card Terms and Conditions for the current applicable fees.

How do I activate my ReStore Card?
To activate your ReStore Card, click Get Started Now from the Home page or My Account, or call Card Member Services at 877-459-8738.

How do I check my balance?
You can see your current balance online by logging into your account. You may also call card services at 877-459-8738, then select option 3.

How do I dispute a transaction?
If you have a question, concern or dispute, please contact Card Member Services at 877-459-8738.

How does the ReStore Card work?
The ReStore Card works like any prepaid MasterCard debit card. The amounts of your purchases or withdrawals are deducted from the balance on the card. The card will allow you to make transactions until your balance reaches zero.

Is my ReStore Card secure?
Your ReStore card is as secure as any credit or debit card in your wallet. We are completely committed to the security of your transactions and information.

What if my ReStore Card is lost or damaged?
Please contact Card Member Services at 877-459-8738 if your card is lost or damaged.

What if I want to buy something that exceeds my card balance?
If your purchase exceeds the balance on your card, you may use an additional payment method if allowed by the retailer from which you are making a purchase.

We had two cards but we lost one. What should we do?
Contact Card Member Services at 877-459-8738. The account will be closed to prevent fraud. Because the cards use the same account number, both cards will be canceled and two new cards will be issued.

Why does it say that another user has to finish the activation process?
If two names are on the claim, both people must activate the card before it can be used. You can activate your ReStore Card on the Activate Your Card page (also accessible from My Account), or by calling Card Member Services at 877-459-8738.

Shopping on the ReStore Mall

What is the ReStore Mall?
We're here to help make your life a little easier. ReStore Mall can make replacing your lost or damaged items easier. Within the ReStore Mall, you'll find retailers and special offers that will help you save money as you replace your lost or damaged items.

What form of payment can I use?
The ReStore Mall provides you with links, discounts, and coupon codes to hundreds of retailers nationwide. Your purchase transactions will take place on the websites of those retailers. As such, you may use any form(s) of payment allowed by those retailers, including but not restricted to your ReStore Card Debit MasterCard, should you have one. Most retailers accept all major credit cards. Some accept other forms of payment, such as PayPal.

My Discount/Coupon Didn't Work
We apologize for the inconvenience. Please click on the link for the code you were trying to use and then click “Report issue with coupon code.” You will be prompted to enter the following information: 1. What product or products you're trying to buy; 2. Your name; 3. Your email address; 4. Any additional information you wish to provide. We will investigate this issue and will contact you within one business day.

Why do I need to visit retailers via the ReStore Mall to get my discount?
By visiting a retailer's site from the ReStore Mall, you are able to get the latest information on available discounts and offers.

How do I know what special offers and discounts are available?
You can browse the categories to view the highlights of the special offers and discounts available to you. You may also click on any retailer's logo. A window will appear with more information about current discounts or deals offered by that store.

What are the system requirements for the site?
The ReStore Mall supports Windows XP, Vista, and 7; and Mac OS 10.x. You can browse the site using Internet Explorer 6.0+, Firefox 1.5+, Google Chrome 3.0+ and Safari 3.0+.

Claim Q&A

Who do I contact about questions on my claim or settlement?
Please contact your insurance company's claims representative directly. We cannot address any questions related to your policy or settlement.

Will any personal information I update be changed with my insurer?
No. Our database is not synchronized with your insurer. Please contact your insurance representative directly with any changes to your contact information.

What is My Claim?
On My Claim page, you'll find a list of items that you reported to your insurance company (as of when you create your ReStoreMall account). You can use MyClaim to search for items in the ReStoreMall that might be good replacement options. You can also see discounts and offers provided by retailers that serve your claim category.

How can I see other products besides the ones on My Claim list?
You can search for any product on the Product Search page. Or you can view participating stores by going to the Offers page and viewing all the stores in each category. Or you can search for a specific store using our Find A Store search box.

Why are some items not listed on My Claim?
If an item was reported to us after you have created your ReStoreMall account, it will not appear on My Claim. In certain other instances, we will not receive the full list of items from your insurance company. The list of items that were used to settle your claim can be found on your Contents Valuation report.

ReStore Mall Account Q&A

How do I change my personal profile information?
Visit your My Account page and sign in to change your name, address, password or other information.

How long until transactions appear on transaction summary?
Transactions can take up to 15 days to post, depending on the retailer.

Where can I review my transactions?
You can sign into your My Account page any time to monitor your balance, including spending and credits, on the card.