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Frequently Asked Questions

What is the Prepaid MasterCard® or Prepaid Visa® Card?
The Prepaid MasterCard® or Visa® Card is a payment card that can be used to access cash or make purchases at merchants that accept signature-based or PIN-based debit cards (such as gas stations, grocery stores, or convenience stores). You or your employer deposits money into your Card account, then you can access your money by ATM cash withdrawal or by using your Card just like a debit card at any merchant that accepts a Debit MasterCard®, Maestro®, Cirrus®, and all Visa® brand cards.

Do I have to qualify for a Prepaid MasterCard or Prepaid Visa Card?
We have a 100% approval rate. The Card is a stored value card meaning you or your employer deposit money into your Card account, and then you can access the money in your account. There is no credit involved, and you can't spend more than you have in your account.

Can I use my Prepaid MasterCard or Prepaid Visa Card to withdraw cash from an ATM?
Of course. Your Card can be used at any ATM operated by the bank that issued your Card or by any ATM that displays any of the network brands on the back of your card. You'll need to enter your PIN number when prompted - your PIN either was delivered to you with your card or was mailed to you. Remember that if you use an ATM outside of the network operated by the issuing bank, you will be subject to additional ATM fees.

Where else can I use my Prepaid MasterCard or Prepaid Visa Card?
You can use your Card just like a debit card at any merchant that accepts a Debit MasterCard®, Maestro®, Cirrus® Cards, and all Visa® brand cards.

Are there any costs associated with using the Prepaid MasterCard or Prepaid Visa Card?
There are fees associated with card usage or card funding. Please see the Terms and Conditions section of each card offer for complete pricing details or your Cardholder Agreement.

I just received my Prepaid MasterCard or Prepaid Visa Card in the mail. What do I do now?
You must activate your card once you receive it. Complete instructions on how to do so are included with your card. However, there are no funds in your account until your employer submits your pay or until you add your own funds to your card. Generally, your pay funds should be available to you on the same day you used to receive your paycheck.

How will I know my Prepaid MasterCard or Prepaid Visa Card balance?
There are several ways to keep on top of your account balance. The easiest way is document your deposits and withdrawals to calculate your balance. If you have Internet access you can visit (www.debitcardsupport.com) and use your card number and Account Access Code to log into the site. Once you're on the site you can see your up-to-the minute account balance and view all transactions you've made. You can also call 1-800-757-0717 24-hours a day to hear your account balance and to hear your last 5 deposits or withdrawals.

Can I add my own money to my Prepaid MasterCard or Prepaid Visa Card account?
You can add your own personal money to your active Card account by logging onto your account and selecting Add Personal Funds.

What happens if I use up all of the money in my Prepaid MasterCard or Prepaid Visa Card account?
If you use up all of the money on the card, you can always add more money to the account to continue using it until the expiration date. Otherwise, if you have used up all of the money on the card and it is expired, please destroy the card by cutting it up.

Will I get a monthly statement in the mail?
You can log on to the Card website (www.debitcardsupport.com) anytime using your card number and Account Access Code and view your monthly statement or your entire transaction history. You can also call 1-800-757-0717 and log into the automated voice response system to hear your last five transactions (withdrawals or deposits).

Can my Prepaid MasterCard or Prepaid Visa Card ever carry a negative balance?
An authorization request for an amount that is greater than the account balance will be declined. However, occasionally, a merchant does not immediately send through an authorization request, meaning that while the money has been spent with a merchant, the account has not yet been debited. If another purchase is made before the authorization is put through, there is a possibility that your Card account could hold a negative balance. If that happens, you would be notified immediately to add additional funds to the account by e-mail and/or phone and/or postal mail.

Will my employer be able to know what I buy or where I spend?
No. All transactions using the Card will be available only to the holder of the Card.

How do I log into the Prepaid MasterCard or Prepaid Visa Card website or into the automated phone system?
You’ll need your Card number and your access code in order to log into the website.

How can I change my account information?
You can change account information such as the billing address associated with your Card by calling customer service at 1-800-757-0717 or login to www.debitcardsupport.com.

When I view my transaction history, what does pending mean next to some of my purchases?
A notice of pending next to a merchant's name on your statement means that while we have received notice from that merchant that you spent that amount at their store or web site the merchant hasn't yet sent through the final amount for payment. This notice, called an authorization, is done to make sure that your card is valid and to tell us to put on hold that money in your account until the merchant sends through the final transaction amount for payment. When we receive that final notification (usually within 3 days of the purchase) the transaction is considered settled or posted, and the amount of that transaction is taken out of your account.

Why is the amount shown as pending different than the amount I actually spent at that merchant?
In some cases, like at a restaurant, the merchant will send us request for authorization (see above) for only the amount of the food you purchased (since you won't have yet written in a tip). In that case, we'll place on hold the amount the restaurant sends us, plus an additional 20% in case you write in a tip. While the money is on hold, it isn't taken out of your account until we get the FINAL, correct amount from the restaurant. Another case where the amount you spent may look different from the pending amount from a merchant is in the case of a gas station. If you're paying for gas at the pump, the machine will send through a preliminary authorization just to make sure your card is valid, and we'll place on hold $20 to cover the potential cost of filling up your tank. Again, this is just a hold on the money until we receive the final amount you spent on gas. Once this transaction settles, you'll see the correct amount reflected in your statementt.

Why is there an unfamiliar merchant name listed on my statement? I don't remember shopping there.
There are several reasons why this might happen. Some stores are part of a larger corporation that may have a different name than the store name. And other merchants choose to do their credit card processing under a different company name.

What should I do if my Prepaid MasterCard or Prepaid Visa Card gets lost or stolen?
You must call the customer service number 1-800-757-0717 or log on to www.debitcardsupport.com to report the card lost/stolen, and then contact customer service.

I've forgotten my Account Access Code. What do I do?
The only way to retrieve this information is by calling customer service at 1-800-757-0717. A new one will be sent regular mail.

I've lost my PIN number. What do I do?
The only way to retrieve this information is by calling customer service at 1-800-757-0717. A new one will be sent regular mail.