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ScoutPass® FAQ
Participant payments made easy.
What is a Reloadable ScoutPass®?
The reloadable ScoutPass® is a debit card provided for participants’ study-related reimbursements. Participants should keep this card until the end of their participation in the study. The same card will be used throughout the study.
How do sites request a ScoutPass® for participants?
A ScoutPass® can be requested on participants’ behalf through the Scout Portal.
Do participants have to use the ScoutPass® to receive reimbursements?
No, when submitting for reimbursement, sites or participants can select an alternative payment method.
How do participants receive the ScoutPass® and payments?
Receipt of ScoutPass®:
Participants (or caregiver) should receive the ScoutPass® within 10-14 business days following approval of a request.
On-Site Reloadable ScoutPass®: US only
Site staff can give participants the Reloadable ScoutPass® directly. Study teams can request batches of the On-Site Reloadable ScoutPass®.
What does it look like?
The ScoutPass® looks like a debit card and is provided in a white envelope. If mailed to participants, the return address is included on the front.
Receipt of funds:
When participants first receive the card, it is loaded with any funds previously approved. Any subsequent reimbursed expenses will be loaded directly onto the card within 3 business days following approval of the reimbursement request.
On-Site Reloadable ScoutPass® payment times will be shorter than standard reloadable.
What happens if the Reloadable ScoutPass® expires?
The ScoutPass® is valid for 3 years from the date of issuance. If your participants’ ScoutPass® is nearing the expiration date, please contact Scout at info@scoutclinical.com to request a replacement card.
What's the difference between a Reloadable ScoutPass® and an On-Site Reloadable ScoutPass®?
Functionally, there is no difference between the two types of Reloadable ScoutPass®. The standard Reloadable ScoutPass® will be personalized with the participant’s name and will be mailed directly to their address.
The On-Site Reloadable ScoutPass® (US only) can be requested in batch shipments to each site. These cards are not personalized but eliminate manufacturing and mail times.
Once available at your site, an On-Site Reloadable ScoutPass® card can be given to participants as needed. Each On-Site card will be included in ‘inventory’ within the Scout Portal for your site. Simply associate the appropriate card number to each participant profile, and payments can be made.
Where can the ScoutPass® be used?
In stores or online anywhere Visa (CAD and USD) or Mastercard (EURO) is accepted.
Is there a limit on how many times participants can use the ScoutPass®?
No, the ScoutPass® can be used if there are sufficient funds on the card.
What happens if participants don’t receive the ScoutPass® or if the ScoutPass® is lost or stolen?
If participant haven’t received their ScoutPass® in the mail within 2 weeks of request, or if the ScoutPass® is lost or stolen, please email the Scout Patient Liaison team at info@scoutclinical.com.
Who do I contact if I have any questions?
Card Provider Direct Phone: Listed on the back of each ScoutPass® card.
Or email: info@scoutclinical.com
Which countries is the ScoutPass® available in?
Please refer to your study policy for confirmation if ScoutPass® is available in your country.
Can I set up a PIN?
While this is not a mandatory step, it is recommended for optimum security of your card. Please follow the instructions at the web site provided on the back of your ScoutPass®.