The following troubleshooting tips can be used if a cardholder is having trouble resetting their password for their virtual card that is stored in their Vircarda app.

If the cardholder has tried to reset their Vircarda password unsuccessfully, the cardholder should ensure their email address is correct by logging into myRIW or asking their Primary Employer to check their details. 

Once it has been determined that the email address is correct, either:

1. Use another personal email address to reset Vircarda login details; or:

2. Contact the RIW Service Desk and request they unlink virtual card from Vircarda. The RIW Service Desk will be able to resend the virtual card pin via SMS or email.

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RIW Knowledge Centre Article Link:

https://support.riw.net.au/support/solutions/articles/51000054984

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