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CarePortal Card FAQs & Best Practices

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Overview

This article takes a deeper look at the specific way the CarePortal Card can and cannot be used, and how a Connecting Church (and non-Connecting Churches) can best utilize the card to increase their ability to response to local requests. It also shows how the CarePortal Card makes it easy for the community to equip the local church to make more connections to families as they meet more needs. 

Intended Audience

Connecting Church Leaders, Pastors, Primary Point People; Ambassadors, Regional Managers, Area Directors

Included in This Article: 

The Purpose of the CarePortal Card

The CarePortal Card was designed to simplify the financial transaction process for community members to sponsor requests by partnering with local churches, as well as other churches who can work in tandem to meet requests. With more organizations, businesses, and individuals able to get involved, churches will be equipped to serve more kids and families, bringing glory to Jesus Christ as His ambassadors!

Churches of all sizes and types are able to request a CarePortal Card at no cost. This is just one way CarePortal is able to work toward our assignment of empowering the local church to be the champion for kids and families in crisis.

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How it Works

Approved Connecting Churches are alerted when someone not affiliated with a church that is local to the family in need commits to help meet some or all of the family's need. If the Connecting Church is equipped with a CarePortal Card, these responders will have the additional response option to "Fund Items" with a financial gift directly through the CarePortal platform. Without a CarePortal Card available, responders can only offer to "Provide Items" to local Connecting Churches, which requires the church to coordinate a way of getting the items from the responder to the family.

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Once someone commits to fund the items included on a request, one card-holding church will be able to commit to the responder's resources, triggering 100 percent of the donated funds to be transferred to their CarePortal Card so the items or services can be provided by the local church.

See the FAQ section below for specific options and restrictions on how the CarePortal Card can be used.

CarePortal Card FAQs

  1. How can my church request a CarePortal Card?

    Answer: When your church is approved to be a Connecting Church, your Primary Point Person will see a button inside their CarePortal dashboard on the Settings tab to "Request a CarePortal Card."

  2. Which church leader roles are eligible to receive a CarePortal Card?

    Answer: Only Tier 1 Point People can receive CarePortal Cards since their role receives the notifications of when a community responder has funded items for a request near your church. When your Primary Point Person requests a CarePortal Card, they will be required to enter the email of the cardholder, who must have the role of Tier 1 Point Person for their church.

  3. Which financial institution offers the CarePortal Card?

    Answer: The CarePortal Card is a prepaid business debit card offered through PEX.

  4. Is there a fee to request or use a CarePortal Card?

    Answer: CarePortal offers the CarePortal Card at no cost to churches that are active in the CarePortal platform, including covering transaction fees from the community donor to the PEX card and all donor tax responsibilities.

  5. How do the donated funds get onto my CarePortal Card?

    Answer: When a Community Responder funds a requested item or service inside your Connecting Church radius, you will be alerted with the opportunity to Engage the Community Responder. In that process, you're asked to "Take the Lead" for that request as the Connecting Church (committing at least to the items that have been funded). Once you Take the Lead, the CarePortal Support Team will be notified and will approve the transaction so the donated funds for that request will be available for use on your CarePortal Card. You will receive a notification when the funds are made available.

  6. How can I check my CarePortal Card balance?

    Answer: Cardholders are able to see their current balance in their CarePortal dashboard. All church leaders with access to the dashboard tab will have capability to see the card balance. To view transactions and access additional reports, download the PEX app and register online at www.pexcard.com/register.

  7. What types of transactions are restricted?

    Answer: The CarePortal Card will be declined when the transaction is coded by the vendor as a cash transfer. This may be the case for the following types of transactions:
      - Paying bills (utility bills, car payment, etc.)
      - ATM cash withdrawals
      - Peer-to-peer cash transfers (CashApp, Venmo, etc.)
      - Money orders
      - Gift cards
     
    Also, the card will be declined when the vendor puts an additional hold on the card that exceeds the card's current limit/balance.

      mceclip3.png Quick Tip: If your church needs to use funds from your CarePortal Card to perform one of these transactions, you can make a donation from your CarePortal card to your church and perform the transaction through your church's banking provider. Click here for more suggestions and tips.  


  8. How should I enter the "Name on Card" for online transactions?

    Answer:
    First name: Church name (exactly as it appears on the CarePortal Card, no numbers)
    Last name: 5-digit church ID number

  9. Is there a spend limit?

    Answer: The spend limit is equivalent to the card balance. You cannot exceed the card balance with any transactions used on the CarePortal Card. 

  10. Is there a billing zip code?

    Answer: The billing zip code is determined when you set up the initial card request under the billing address section. Usually, this will be the zip code for where the church gathers together.

  11. Is there a PIN?

    Answer: If you enter your CarePortal Card as a credit transaction, no PIN is needed. 
     

  12. What should I do with my receipts from CarePortal Card transactions?

    Answer: Receipts can be uploaded on the CarePortal platform by clicking the "Verify Participation" button in your church dashboard next to each request that your church has accepted funding for. Uploading receipts this way is recommended but not required to use the CarePortal Card. Outside of the platform, it's recommended that CarePortal Card holders keep receipts from each transaction for the sake of accountability and oversight with the resources they are being given the opportunity to steward.

  13. Can someone who donates to a need come with the church to meet the family?

    Answer: Yes, at the church's discretion and under their leadership, community responders can be invited to join the response team as they serve the family directly. As long as there is a trained church responder present, additional partners may join as needed or as part of the connection process that God is leading.

  14. What should be done with any funds leftover after we've met the need?

    Answer: If your CarePortal Card receives more funds than is ultimately used for a particular request, you are welcome to use these leftover funds to meet additional CarePortal requests in the community. Please remember to still log your receipts for additional purchases. If something happens to where your church is not able to use any of the donated funds for the intended request, we ask that you Return Funds to the donor, as described in the next question.

  15. Can my church return funds to a donor if things don't work out?

    Answer: Yes, card holding church leaders can elect to return funds to the donor. This is done on the Request Details page and will automatically return all of the funds that were given for that particular request. 

  16. Will my church receive monthly statements?

    Answer: Each CarePortal Card is tied to the overall CarePortal fund rather than each individual church. Therefore, card holding churches will not receive monthly statements. Transaction history and reports for each church are available on the PEX app.

  17. Can my church have multiple CarePortal Cards?

    Answer: Yes, more than one person can have a CarePortal Card. Additional cards can be requested within the Settings tab in your CarePortal dashboard. Each active card-holder's name will appear in the "requested by" column. All cards are connected to the same card balance.
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  18. Do donors get tax write-off benefits?

    Answer: Yes, as donations to the CarePortal Fund, funds given are considered tax-deductible. CarePortal absorbs the responsibility of creating and sending out all year-end donor letters. 

  19. What do I do if my CarePortal Card is lost or stolen?

    Answer: Please email careportalcard@careportal.org and we will assist you directly.

  20. What are some examples of inappropriate uses of the CarePortal Card?

    Answer: Below are some ways that will lead to your church having your CarePortal Card(s) deactivated in order to protect the trust and credibility of the CarePortal platform.

    - Using card funds for items or services unrelated to CarePortal requests
    - Using card funds to pay for staffing or operational costs of your own ministry programs
    - Receiving funds on your CarePortal Card and not providing the items you've committed to
    - Providing items with card funds that are not in reliable operating condition 

 

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