Frequently Asked Questions

How does a Prepaid Card work?
How do I know the balance on my Prepaid card?
Where can my Prepaid Card be used?
Is there transaction or reload limits?
Who can order or use the card?
Can I purchase a Prepaid Card as a gift?
How do I get a Prepaid Card?
Does the cardholder need to sign an agreement?
How do I activate my Prepaid Card and obtain my PIN?
What happens if I need to return an item?
What if the purchase is denied?
Can I use the prepaid card to make a purchase that is larger than the balance on the card?
Can I reload the Prepaid Card?
What do I do if I have a Non-Personalized Prepaid Card and I’ve reached the 4-load limit?
Why might my initial load or reload be declined?
Can the card ever have a negative balance?
How do I find an ATM when I travel - especially overseas?
What is the exchange rate when I get to another country?
When I travel, are my receipts in U.S. dollars or the local currency?
What happens if my Prepaid Card is lost or stolen?

How does a Prepaid Card work?[back to top]

It’s a reloadable prepaid debit card, which means you can spend up to the value placed on the card anywhere debit cards are accepted. You can shop in stores, online, over the phone, and by mail order. You can get cash at ATMs worldwide. Each time you make a purchase, the amount of that purchase is automatically deducted from the card.

How do I know the balance on my Prepaid card?[back to top]

You can check your balance at this website, by calling your local branch, or by calling customer support at 866-760-3156. Since a merchant may not be able to tell how much money is on the card, keeping track of your balance is a sure way to know how much you have to spend.

Where can my Prepaid Card be used?[back to top]

Your card can be used to make purchases at millions of debit locations worldwide and to obtain cash at ATMs worldwide.

Is there transaction or reload limits?[back to top]

Purchase transactions are unlimited, up to the balance remaining on your card. However, for the protection of our cardholders, there are limits to the number and dollar amount of reloads, ATM withdrawals and cash advances performed within a certain time period. To learn more about the current limits, please reference your terms and conditions.

Who can order or use the card?[back to top]

Our Prepaid Card can be purchased by anyone that has a valid debit or credit card registered in his or her name. The individual purchasing the card is defined as the primary cardholder. The address listed for the primary cardholder must match the billing address for the debit/credit card used to purchase the Prepaid Card. Personalized primary cardholders can order online up to two personalized secondary cards for family members or companions. When purchasing a secondary card for a young person with no card experience, be sure to go over all of the materials that accompany the card.

Can I purchase a Prepaid Card as a gift?[back to top]

No, Prepaid Cards cannot be given as a gift. You purchase the Prepaid Card for your own personal use.

How do I get a Prepaid Card?[back to top]

You can order personalized Prepaid Cards directly at this site, or purchase non-personalized Prepaid Cards at your local branch.

Does the cardholder need to sign an agreement?[back to top]

Each card is distributed with Terms & Conditions. This document fully explains the terms and conditions regarding the use of the card. This document can also be viewed online. The cardholder accepts the terms and conditions by either signing the back of the card, using the card, or receiving the card by request.

How do I activate my Prepaid Card and obtain my PIN?[back to top]

Your Prepaid card can be activated by logging into this site and clicking on the Activate Card button, an assigned PIN will be displayed. You can change the PIN if you desire using the Change PIN option when logged into the website. You may also call the customer support number listed on the back of your card to activate your Prepaid Card, an assigned PIN will be spoken and you’ll be given the opportunity to se1ect a new PIN if you choose.

What happens if I need to return an item?[back to top]

Each merchant location has its own return policies and will handle the returns in the same manner as any other transaction and may take up to 7 business days to be credited to your Prepaid Card. They may credit your Prepaid Card; provide a cash refund, or a store credit.

What if the purchase is denied?[back to top]

If a decline occurs, the card’s available balance is probably less than the purchase amount. You may inform the merchant of the remaining balance on the card and use another form of payment to pay the difference, subject to the policy of the merchant. Also, please be aware that some merchants - for example, restaurants, car rental agencies, salons, mail-order companies, and cruise lines - preauthorize for an amount slightly higher than your actual transaction to ensure sufficient funds for tips or incidental expenses. This amount is "held" until the transaction settles to your Prepaid Card. Only the amount you sign for will ultimately be deducted from your card. Use of the card at automated fuel dispensers requires that a specific minimum balance be available on the card, which is determined by the issuer of the prepaid card, in order to complete the transaction. For example, the issuer may require that there is a minimum balance of $100 on the card in order to utilize the card at an automated fuel dispenser. Again, only the actual amount spent will ultimately be deducted from the card.

Can I use the prepaid card to make a purchase that is larger than the balance on the card?[back to top]

Yes, simply pay a portion of the purchase with the available balance on your prepaid card then request to pay the balance of the purchase with cash, check, or a credit/debit card.

Can I reload the Prepaid Card?[back to top]

Yes, the card can be loaded up to 4 times for Non-personalized and unlimited times for Personalized. To reload using your registered funding accounts, primary cardholders can visit the website, call the number listed on the back of their card, or visit your local branch. Any applicable fee for reloading via the website or by phone will be charged to your funding source, along with the value being added to your card.

What do I do if I have a Non-Personalized Prepaid Card and I’ve reached the 4-load limit?[back to top]

If you choose, a new Personalized Prepaid Card can be ordered from the website, or by going into your local branch. You can continue to make purchases using your old card until the balance has been depleted.

Why might my initial load or reload be declined?[back to top]

Possible reasons your initial load or reload might be declined are: the name/address on file with the debit/credit card issuer does not match the primary cardholder profile on the Prepaid Card website, the debit/credit card expiration date or 3 digit code listed on the website is incorrect, or the 4 load limit or other applicable limits have been exceeded. First, verify your funding source information and the total number of reloads performed to date. If this does not resolve the issue, call the toll free number on the back of your card to discuss other limits that may have been exceeded.

Can the card ever have a negative balance?[back to top]

Any authorization request that is greater than the card’s available balance will be declined. However, there can be times when a merchant puts an item through without prior authorization. If an overdraft occurs, the cardholder will be required to either reload funds onto the card or make a payment to Cardholder Services to cover the negative amount.

How do I find an ATM when I travel - especially overseas?[back to top]

Visit the ATM locator found at this website for participating ATMs both domestic and abroad.

What is the exchange rate when I get to another country?[back to top]

The exchange rate is determined by the rate of exchange on the date of purchase. Using your Prepaid Card at an ATM can be less expensive than using a currency exchange to get foreign currency.

When I travel, are my receipts in U.S. dollars or the local currency?[back to top]

Your receipt will reflect the local currency. It is always good to plan ahead and have a general idea of what the local exchange rates are before you travel. This helps you to understand what goods and services are actually costing you.

What happens if my Prepaid Card is lost or stolen?[back to top]

We provide 24-hour toll-free support. Immediately report any problems or a lost or stolen card by calling 866-760-3156. A replacement card can be issued and any available balance transferred to a new card, less applicable fees that will be deducted from the card’s available balance. Replacement cards are generally received in 7-10 business days. Emergency card replacement can also be requested with guaranteed delivery within the next business day, or sooner in some cases. See the Terms & Conditions for fees that apply to lost or stolen cards and emergency card replacement. As long as the lost or stolen card is reported immediately, you will not be responsible for any unauthorized merchant charges. If traveling internationally or far from home, a secondary card should be considered. That way, if the primary card is lost or stolen, the secondary card can immediately be used to access the funds without having to wait for a replacement card.