Frequently Asked Questions

SUPPORT

Frequently Asked Questions

Everything you need to know about our products, the app, and managing your Fursure account.

About Fursure

What does Fursure do?

Fursure has set out to transform the way that pet owners pay for their pet’s expenses. The Fursure Card helps you to start saving for your pet's future. With the Fursure Card, you can set aside funds and earn rewards towards your pet emergency savings fund so you're better prepared for unexpected vet bills. Not only will you earn 1X points on every purchase that can be redeemed towards veterinary care, but you'll also have the opportunity to earn bonus points for contributing to your pet's emergency fund, taking surveys, and more. Points may be redeemed towards qualifying veterinary bills.

‍Find the best pet insurance plans for your furry family member through our Fursure Marketplace!

Partnership Inquiries

Advertising and Marketing
‍At this time, Fursure is not engaging in advertising or marketing with external contractors. If you would like to inquire about a specific partnership opportunity, please contact us at hello@getfursure.com.

‍Veterinarians
‍Our Fursure Card rewards points for expenses that are tied to veterinary merchant codes. We seek to reward pet owners for all of their pet’s expenses, including veterinary care. If you or your clients have questions or concerns about qualifying pet expenses, please contact us at support@getfursure.com.

Fursure is always looking to partner with licensed veterinarians to help their clients reduce medical costs using the Fursure Card. Fursure also helps our Veterinary Partner’s Clients find the best pet insurance through our Fursure Marketplace. The Fursure Marketplace is a free service that allows pet owners to compare the top pet insurance plans across the leading providers. If you have questions or would like to become a part of our free partnership program, please submit your inquiry at support@getfursure.com.

What are the user requirements for Fursure?

To register for Fursure Card, you must meet the following requirements:

1 - You must reside in the United States or be a lawful permanent resident of the fifty (50) United States and the District of Columbia.
2 - Be 18 years of age or older.
3 - Have a U.S. physical address or military addresses (APO or FPO)
4 - Have a valid Social Security Number or Tax Identification Number

The account is only available to individuals for personal, family or household purposes and may not be opened by a business in any form or used for business purposes.

For questions about our terms of service, please refer to our Terms page (last updated January 2023).

Have questions or general inquiries that we haven’t addressed here? Please don’t hesitate to contact us via email at support@getfursure.com or by using our live chat using the “Contact Customer Support” button on the Settings menu.

The Fursure App

What information can I use to sign up for and sign into my Fursure account?

You can sign up by creating a Fursure profile with a unique password. Also, at times we may require that you enter in a verification code that we deliver to you via SMS or email.

Similarly, you can sign into your Fursure Card using your email that you signed up with. If signing in with your email, you will also need to enter in the password you created at the time of signing up. At times we may require that you enter in a verification code that we deliver to you via SMS or email.

I can’t remember my password to my Fursure app.

To request a new password, click on “Forgot password?” when logging in and enter in your email when prompted. Click the “Reset password” button at the bottom of the screen. We will then send a time-sensitive link to your email inbox for you to reset your password. Open up your email to access that link which will then direct you to a page where you may reset your password back in our app.

App Not Working or Error Messages

We’re always iterating on our app, so if you encounter any technical issues with using our app or error messages, please don’t hesitate to forward the error message or details regarding the issue to our team via live chat using the “Contact Customer Support” button on the Settings menu between the hours of 9am to 5pm ET or by emailing us at support@getfursure.com. We will definitely bring this to the appropriate department’s attention and work to address this as soon as possible. We greatly appreciate you taking the time to let us know.

Where do I find the code to sign into my Fursure app?

Fursure protects our users by requiring Multifactor Authentication (MFA). At times we may require that you enter in a verification code that we deliver to you via SMS or email.

How do I update my Fursure account with a new phone number or email?

When signing in, we may request that you submit an additional code to authenticate your identity and protect your personal information. This provides an additional layer of protection to add an extra level of security to your account. We may send this code via email or SMS, whichever you prefer. Please do not share this code with anyone. Fursure will never request that you provide your code on a phone call, text message, email, or chat.

‍If you have a new phone number or email address, contact our support team at support@getfursure.com.

All About the Fursure Card

How do I link my bank account to my Fursure card?

Fursure has partnered with Plaid to allow for customers to easily link their bank account by logging into their bank’s platform using their bank username/email and password.

To link your account, click on the “Card” tab at the bottom of the Fursure Card app. On the new screen that opens up, you will see the option to select “Deposit” in the middle of the screen. When you select this option you will the be given two options:
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1) select “Link Bank Account” to easily and conveniently log into your bank’s portal to authorize and link your bank account, or
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2) select “ACH Transfer” to manually enter your bank account information including your routing and account number.

My card is lost or stolen.

If your physical debit card is lost or stolen, we would recommend that you immediately lock your card through the app by accessing the “Settings” tab on the menu navigation bar at the bottom of the screen. Scroll to the bottom to locate the button that says “Lock card” and toggle the option on or off to lock or unlock your card.

You may also contact us directly to report your card as lost or stolen via live chat using the “Contact Customer Support” button on the Settings menu between the hours of 9am and 5pm ET. We will freeze your card on our end to prevent further unauthorized transactions and help you to order a replacement card. If it is after our business hours, you may also contact Visa Support at 1-833-333-0417 to report your card as lost or stolen.

How do I submit a dispute for fraudulent charges?

If you suspect fraudulent activity on your account please contact our team immediately at support@getfursure.com or via live chat using the “Contact Customer Support” button on the Settings menu between the hours of 9am and 5pm ET. When you contact us, please let us know which transactions you wish to dispute and at that time we will review your accounts and help to keep your accounts secure. If you have already filed a fraud claim, please know that we will work as quickly as possible to resolve your claim.

We would also recommend that while waiting to get ahold of us you lock your card through the app by accessing the Settings tab on the menu navigation bar at the bottom of the screen. Scroll to the bottom to locate the button that says Lock Card and toggle the option on or off to lock or unlock your card.

f you believe you have received a suspicious email or text message, do not open any attachments, click any links, or respond to the sender in any way. Do not provide the sender with any of your personal contact information or account information. You may forward any suspicious emails or text messages to support@getfursure.com.

If you believe that you have responded to a suspicious email or text message by opening a link or attachment or providing your personal or account information, contact Visa Support immediately at [1-833-333-0417](tel: 8333330417).

Is there a fee to open a Fursure Card?

There are no fees required to open a Fursure Pet Rewards Debit Card! Simply fill out your application (no credit check required) and receive your free virtual card instantly. You will also be able to order a physical debit card if you prefer, free-of-charge.

Is there a deposit limit on the Fursure Card?

There is no minimum amount required to deposit onto your Fursure Card. At this time you are able to deposit up to $1,000 per day on the card via transfers from another bank account. There is no daily limit on deposits from an employer (direct deposits), so your employer is able to deposit an unlimited amount into your account.

How do I add my card to my digital wallet?

At this time we have not yet added the capability to automatically download your card into your Apple Pay, Google Pay, or Samsung Pay digital wallet, but you may manually accomplish this by manually copying and pasting your virtual card information into your digital wallet by following the steps below:

1 - Click on the “Card” tab on the bottom of your app screen.
2 - Click on the image of your Fursure Card at the top of the screen. You may be prompted to enter in a code for security purposes.
3 - Click on the “Show” button to reveal your card details.
4 - Copy and paste the card details from the in the app to your device’s digital wallet (Apple Pay, Google Pay, or Samsung Pay).

After Apple/Google Pay is Added: After logging onto your account, click on the "Card" tab on the menu selection located at the bottom of the screen. Please select that tab to view your virtual card information. You will see a button in the middle of the page that says "Add to Apple/Google Wallet." Please select this option and follow the steps in your digital wallet to proceed with adding your virtual card to your digital wallet.

Are there any fees to withdraw from or deposit into your Fursure Card account using an AllPoint ATM?

There are no fees to use AllPoint ATMs for withdrawals or deposits! Please note that only select AllPoint ATMs offer deposits in addition to withdrawals. To find an AllPoint + ATM near you that allows for deposits, we recommend downloading their smartphone app here:

‍Google Play App (for Android)
‍App Store App (for iPhone)

Can I deposit onto my Fursure Card using an AllPoint ATM?

There are select AllPoint ATM locations that can be used to make deposits. These ATMs are called AllPoint + ATMs! To find an AllPoint + ATM near you that allows for deposits, we recommend downloading AllPoint's free smartphone app here and filtering the map for "Accepts Deposits":

‍Google Play App (for Android)
‍App Store App (for iPhone)

Is there a fee to process instant deposits in the Fursure Card app?

Yes, there is a 2% fee that is deducted from the transfer amount for each instant transfer.

Can I instantly deposit from a bank account, credit/debit card, or both?

At this time you can only instantly deposit from a debit card, not a bank account or credit card. We are working on offering an option in the future for faster ACH deposits than our current processing time of 3-5 business days.

How do I order my physical debit card?

Once you make your first deposit into your virtual Fursure Card, you are able to use your virtual card following our approval process, which is typically instant. This process is a fraud prevention measure to protect your security.

Upon request, we can mail you a copy of your new physical debit card, which typically arrives in 4-7 business days.

How do I activate my Fursure debit card?

Virtual cards will be automatically activated after your application has been approved. To activate your physical debit card, please contact Visa Support at 1-833-333-0417.

How can I earn points to use towards veterinary care?

With the Fursure Card, there are many ways to earn points to use towards veterinary care! Get rewarded for depositing funds towards your pet's emergency savings, taking surveys, and more!

We are always looking to add more ways to earn points so you can find more ways to save on vet care using the Fursure Card. Check out available offers under the Rewards tab of your Fursure Card app under the Save menu option.

How do I redeem the points that I’ve accumulated?

You may redeem your points right within the Fursure Card app! When you make a purchase for veterinary expenses using your Fursure Debit Card, click on the “Rewards” menu selection at the bottom of the screen. Select the “Redeem” button in the middle of the page to be directed to a list of your previous transactions. Click on the veterinary bill to redeem points to help cover that expense. You will be directed to a page where you will be given two options to either 1) claim the points from the vet purchase or 2) redeem your current point balance towards that transaction. Once you select your preferred option, you will be asked to confirm your decision. Once you submit this request, your account will be credited any redeemed points within 14 business days maximum, but typically instantly.

Please note that you must have a minimum balance of 500 points in order to redeem.

Which vets can I redeem points towards?

You may redeem points towards purchases with any licensed vet in the United States. We may also make exceptions for point redemptions towards certain medications like preventatives that are purchased outside of a vet’s office.

Are there any transaction fees for using my debit card?

Fursure doesn’t impose any transaction fees when you use your virtual or physical debit card, but some merchants may impose a transaction fee or surcharge. Please confirm any fees with merchants before making purchases.

Is there a fee to withdraw cash from an ATM?

There are no fees to use AllPoint ATMs for withdrawals! To find an AllPoint ATM near you, we recommend downloading AllPoint’s free smartphone app here to access their ATM map:
‍
‍Google Play App (for Android)
‍App Store App (for iPhone).

Outside of AllPoint ATMs, the fee depends on the provider of the ATM you choose. You can make withdrawals at eligible, U.S.-based ATMs that are part of the Visa, Plus, Interlink, or Accel networks. Please bear in mind that most ATM operators set their own fees, so the range of fees is wide: ATM withdrawals typically cost between $2 and $5 on top of the withdrawn amount.Fursure will not impose any additional fees beyond those charged by the ATM provider. Please note that ATM withdrawal transactions are not eligible for rewards.

Is Fursure secure and FDIC-insured?

Fursure is a financial technology company and is not a bank. Banking services are provided by Blue Ridge Bank, N.A.; Member FDIC. Blue Ridge Bank, N.A. is secure and insured by the Federal Deposit Insurance Corporation (FDIC) up to $250,000.

Is there a credit check required to open a Fursure Card?

There is no credit check required to open a Fursure Card. Simply fill out a quick 2-minute application to apply for your card through the Fursure Card smartphone app. Fursure will request your Social Security Number to confirm your identity. Fursure will not save your Social Security Number. Providing this information will not impact your credit score nor be shared with any other third parties.

Do you have to deposit money to use the card?

Yes, in order to start spending using the Fursure Card, you would have to deposit money first as it is a debit card, not a credit card.

How long does it take for a deposit to post onto my Fursure Card?

We offer several options for adding funds to your Fursure Card including: 1) direct deposit, 2) ACH transfers, and 3) instant transfers from a debit card.

To set up direct deposit, simply click on Account Information under Settings in the app to access your account information. You can then share this information with your employer to get direct deposit set up for a portion or all of your paycheck to go onto the card- it’s that easy!

Alternatively, for no fee, you can transfer funds via ACH (bank) transfer by using Plaid, our third party platform that allows customers to seamlessly link their bank account in the Fursure Card app. Typically, ACH deposits initiated from another bank account take around 3-5 business days to clear onto your Fursure Card from the time when you initiate them in our app.

Also, for a 2% fee, you can conveniently transfer funds instantly from a debit card to the Fursure Card.

Is there a minimum deposit required to use the card?

There is no minimum deposit required to add funds onto your Fursure Card.

Are instant transfers truly instant?

Please note that while instant transfers typically show up within minutes, on occasion we’ve seen them take up to 30 minutes. If you notice a delay that is longer than this, please don’t hesitate to contact our Support team at support@getfursure.com.

Fursure Wellness Rewards

How does Fursure Wellness Rewards work?

Instead of paying hundreds of dollars up front at the vet’s office, Fursure Wellness Rewards lets you split $240 worth of wellness coverage over the course of 12 months. In addition, you will receive an annual $25 bonus right away. Additionally, unlike other Wellness plans, Fursure Wellness Rewards doesn’t make you pay up-front for veterinary bills! Instead, you would simply submit the estimate in the Fursure App when you receive it at the vets office, and get approved for wellness care rapidly (often instantly)! Then, swipe your Fursure Card to pay from your Wellness fund.

Where can I submit receipts for reimbursement?

When you log into your Fursure app, click on Policy on the menu on the bottom of the screen. Then, select the option to Manage Care under the pet that received wellness care. Finally, select Submit a Receipt on the top of the page to begin the process of uploading your receipt and submitting your claim. Our team will review your claim within 14 days, but typically within hours!

What types of wellness care does the plan cover?

Here at Fursure, we believe that wellness coverage should be straightforward and easy to understand. That's why we didn't include any limitations on the amount pet parents are able to spend from their Wellness Fund of $265 on each type of care. As long as the care is preventative in nature and not intended to treat or diagnose an ongoing or suspected accident or illness, it qualifies for Fursure Wellness Rewards.

What happens if the vet bill changes when I arrive and I need more funds to pay for the vet bill?

If for any reason your estimate for wellness care changes and you need to update the total amount prior to your appointment or while at the vet’s office, simply open up your Fursure App and click on Plans on the menu bar to view your pet’s plan and update the cost of treatment. It’s that easy!

If you have enough Wellness Funds left to cover the remainder of the new total cost, those will be approved and applied to your total balance. If you do not have enough Wellness Funds to cover the total cost of care, be sure to load enough additional funds ahead of time onto your Fursure Card to cover that additional cost.

How does Fursure Vet Pay/direct billing work?

Unlike other Wellness plans, Fursure Wellness Rewards doesn’t make you pay up-front for veterinary bills! Simply submit the estimate in the Fursure App when you receive it at the vets office, and get approved for wellness care rapidly (often instantly)! Then, swipe your Fursure Card to pay from your Wellness fund.

Here’s how Fursure Vet Pay works:

1 - If you haven’t already, download the Fursure App and apply for your Fursure Card. It’s completely free, doesn’t require a credit check, and takes just a few minutes.
2 - After downloading the Fursure App and getting approved for your Fursure Card, you should receive your Fursure Debit Card in the mail within 7-10 business days.
3 - When you next schedule an appointment for PETNAME’s preventative care, log onto your Fursure app and quickly submit a few details about your upcoming appointment.
4 - Once we approve that you have enough Wellness funds to cover care (typically instantly), we will confirm in the app so you know how much you have available to spend at your upcoming visit.
5 - Once at the vet, simply swipe your card to pay for wellness care, up to the approved amount.

If you happen to pay for your vet bill up front instead of using Fursure Vet Pay, you can also submit receipts for reimbursement directly within the Fursure app.

Do I have to have the Fursure Card to use Fursure Wellness Rewards?

You do not have to have the Fursure Card to use Fursure Wellness Rewards, however you do have to have a physical Fursure Card in order to use Fursure Vet Pay. Fursure Vet Pay is our direct pay feature that allows you to use your Wellness Fund to pay your vet directly rather than having to front the cost of wellness care and submit receipts for reimbursement after the fact.

In addition, you must have the Fursure smartphone app to submit claims and manage your Fursure Wellness Rewards plan. We hope to offer an online policy management tool for our wellness plans in the near future.

What happens if I don't have enough Wellness Funds to cover the wellness charges when I'm at the vet?

If you do not have enough Wellness Funds to cover the total cost of care, be sure to load enough additional funds ahead of time onto your Fursure Card or bring another form of payment to cover that additional cost.

Can’t find the answer you’re looking for? Please chat to our customer support team.

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