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How to Troubleshoot a Missing Card in the Weel Portal or Your Mobile Wallet

  • Updated

If a card isn't showing up in the Weel portal or your phone's wallet, use this checklist to find out why and fix it.

Steps

  1. Check whether you're on the right view.
    • On the Weel web app's Cards page, anyone with budget-admin permission sees a view switcher in the top right: Admin view ("Manage all employee cards") and Individual view ("Manage your cards").
    • On Individual view, you only see your own cards, so a colleague's card being "missing" usually just means the view is wrong, not that anything's broken. Switch to Admin view to see everyone's cards.
      • The Weel mobile app only ever shows your own cards; there's no equivalent all-employees screen there.
  2. Check whether you were recently issued a physical card.
    • When your Account Owner or Admin issues you a physical card, your existing virtual card is revoked and replaced with a new card number. That's what makes a card disappear from both the portal and your phone's wallet at once.
    • See How to Update Your Mobile Wallet After You're Issued a Physical Card for the steps: remove the old card from your wallet, then add the new one from the banner in the Weel app.
  3. Check whether you were removed from a budget.
    • If you belong to more than one budget and you're removed from one, your card automatically switches to another budget you're still a member of, and nothing visibly changes.
    • If you're removed from every budget you belonged to (or never added to one), your Cards page shows "Your cards dashboard will appear here when you've been added to a budget" instead of any card. Ask your Admin to add you back to a budget. See How to edit a budget for how budget membership works.
      • You'll also stop seeing the card for any single budget you were specifically removed from in your list of budget cards. That's expected.
  4. Check whether your Weel account has been frozen.
    • If an Admin used the "Freeze entire account" security feature, everyone, including Admins, is logged out of Weel entirely and can't log back in until Support reverses it.
    • If this is what happened, you won't be looking at a portal with some cards missing, you won't be able to log in at all.
    • If you can log in and browse normally but a specific card is missing, this isn't the cause: look at the steps above instead.

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