Troubleshooting

My physical card hasn't arrived yet

If you've ordered a physical Benepass card and haven't received it yet, read on to find out when you should expect it and when you should contact Benepass Support for more help.

Average shipping time

Once you've requested a physical card, you can expect it to arrive 8-10 business days later. Timing vary depending on your location.

Cards arrive in plain white envelopes. They can be easy to miss!

What to check

If it's been 10 business days since your request and you haven't received your card yet:

  1. Navigate to the Cards page in your Benepass app
  2. Click on your pending physical card to view details
  3. Scroll to "Shipping address" and confirm it is the correct address
  4. Confirm the "ETA" date has passed

If your shipping information is correct and the ETA date has passed, please contact Benepass Support for assistance.

Common questions

The card was shipped to the wrong address

If your card's shipping address was incorrect, you're able to cancel the card directly within the app and request a new card. See more here: How to cancel a Benepass card

Can I track my card delivery?

Currently, detailed tracking information is not available for physical card shipments, as they are all shipped standard mail. The estimated delivery window of 8-10 business days is based on average shipping speeds, and may be slightly shorter or longer based on your location.

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