Frequently Asked Questions

 

How does a Prepaid Card work?
It's a reloadable prepaid Visa debit card, which means you can spend up to the value placed on the card anywhere Visa debit cards are accepted. You can shop in stores, online, over the phone, and by mail order. You can get cash at Visa/PLUS ATMs worldwide. Each time you make a purchase, the amount of that purchase is automatically deducted from the card. [back to top]

 

 

How do I know the balance on my Prepaid card?
You can check your balance at our Web site, www.oterofcu.org, 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. [back to top]

 

 

Where can my Prepaid Card be used?
Your card can be used to make purchases at millions of Visa debit locations worldwide and to obtain cash at any Visa Interlink, or Plus® ATM worldwide. [back to top]

 

 

Is there transaction or reload limits?
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 or contact the credit union at 1-800-376-9000. [back to top]

 

 

Who can order or use the card?
Our Visa Prepaid Card can be purchased by any member that has a valid debit or credit card registered in his or her name. The card can also be purchased at a branch location by any account holder. The member 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, or if purchased in the branch, the address listed must match the address on file for the member. 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. [back to top]

 

 

Can I purchase a Visa Prepaid Card as a gift?
No, Visa Prepaid Cards cannot be given as a gift. You purchase the Visa Prepaid Card for your own personal use. [back to top]

 

 

How do I get a Prepaid Card?
You can order personalized Prepaid Cards directly at this site, or purchase non-personalized or personalized Prepaid Cards at your local branch. [back to top]

 

 

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

 

 

How do I activate my Prepaid Card and obtain my PIN?
Non-personalized cards and Personalized cards can be activated by logging into this site and clicking on the Activate Card button, or, by calling the customer support number listed on the back of your card. On the web, choose Select PIN to choose your PIN. Over the phone, an assigned PIN will be automatically spoken after your card is activated and you'll be given the opportunity to select a new PIN if you choose. [back to top]

 

 

What happens if I need to return an item?
Each merchant location has its own return policies and will handle the returns in the same manner as any other Visa 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. [back to top]

 

 

What if the purchase is denied?
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 a minimum balance of $49.00. Again, only the actual amount spent will ultimately be deducted from the card. [back to top]

 

 

Can I reload the Prepaid Card?
Yes, the Non-Personalized card can be loaded up to 4 times within a 30 day period. Another value load cannot be completed until 30 days after the 4th value load.
The Personalized cards can be loaded an unlimited amount of times.
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. [back to top]

 

 

Is there a fee to reload my Prepaid Card?
The fee per reload is $2.00. [back to top]

 

 

What do I do if I have a Non-Personalized Prepaid Card and I've reached the 4-load limit?
For a Non-Personalized Card, you must wait 30 days from the date of your last reload and the 4 load limit will reset. If you would like to reload your card more frequently, you can get a new personalized card from the website, or by visiting your local branch. [back to top]

 

 

Why might my initial load or reload be declined?
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 Visa 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 credit union or the toll free number on the back of your card to discuss other limits that may have been exceeded. [back to top]

 

 

Can the card ever have a negative balance?
Any authorization request that is greater than the card's available balance will be declined. However, there can be times when a Visa 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. [back to top]

 

 

How do I find an ATM when I travel - especially overseas?
Visit our website at www.oterofcu.org or use the ATM locator found at www.visa.com for participating Visa ATMs both domestic and abroad. [back to top]

 

 

What is the exchange rate when I get to another country?
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. There is a foreign exchange processing fee of $2.00 per transaction, and an International ATM Transaction fee of $2.00. [back to top]

 

 

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

 

 

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