What is the "it"?? Are you referring to the IRS "Where's My Refund" tool?
And is the pay card you refer to the Turbo Prepaid VISA Card offered during filing?
If you asked for your refund on a Turbo Prepaid VISA Card, then the Card should have come to you in the mail about 5-10 business days after you were approved. When the IRS releases a refund, the funds are deposited to the account for your card at the Turbo Card company, whether you have received the Card or not, because the IRS was provided the account and routing number. It does not have to be activated prior to the deposit, but it does have to be activated before you can use it.
If the IRS has released your refund, then at the IRS site it will say a direct deposit was sent to a "bank" even if it is a Turbo Card, since the IRS only sees an account and routing number. The Card does use an underlying account and routing number at the bank that administers the Turbo Card. The IRS refers to all direct deposits as a "bank."
If you never received your Turbo Prepaid VISA Card, here's the phone number for their customer service: (888) 285-4169.