FAQ

Top FAQ

  • Is there a fee to order a card?

    No, there is no fee to order and activate a prepaid card from us

  • How do I contact Account Support?

    You can contact us to receive your account information or to report your card lost/stolen 7 days per week, 365 days per year, and 24 hours per day by calling (866) 345-4520 and using our automated support services, or by logging into your account online or through our mobile app. You may also call us to speak with a live agent, Monday – Friday, 7 a.m. to 7 p.m. CT. There are no additional costs or fees when using any of our Account Support services.

  • Am I liable for unauthorized transactions?

    CARD.com takes security very seriously. We are PCI compliant. PCI DSS 3.2 is a set of payment card industry standards for protecting cardholder data.

    The Mastercard Zero Liability policy1 and the Visa Zero Liability policy2 can also give you peace of mind knowing that you will not be held liable for "unauthorized transactions."

    1 - As a Mastercard cardholder, you will not be held responsible for unauthorized transactions if you have used reasonable care in protecting your Card from loss or theft and you have promptly reported to us when you knew that your Card was lost or stolen. Conditions and exceptions apply – see Cardholder Agreement.

    2 - Visa's Zero Liability policy does not apply to certain commercial card and anonymous prepaid card transactions or transactions not processed by Visa. Cardholders must use care in protecting their card and notify their issuing financial institution immediately of any unauthorized use. See Cardholder Agreement for details or visit https://usa.visa.com/support/consumer/security.html/zero-liability.jsp

  • When will my direct deposit be available in my card account?

    You'll have access to your money as soon as the funds are electronically loaded to your card account. We do not place a hold on your direct deposit load. Direct deposit capability is subject to payer's support of this feature. Check with your payer to find out when the direct deposit of funds will start. Funds availability is subject to timing of payer's funding.

  • What happens if I need to replace my card?

    If your card is lost or stolen, contact our Account Support immediately at (866) 345-4520 and we'll send a replacement card to you. A replacement card fee may apply, see your Cardholder Agreement for details. Your money will automatically be transferred to your new card.

  • I know I have money in my account, so why was my card declined?

    Some merchants, especially gas stations, hotels and sometimes restaurants, will preauthorize or "hold" an amount that is higher than the actual purchase price. Your preauthorization transactions will appear along with all other transactions on our mobile app and CARD.com/transactions. Read more about preauthorizations.

  • How do I dispute a transaction?

    In case of errors or questions about your electronic transactions, call 866-345-4520, fax to 801-396-2665, write to Cardholder Services, CARD.com, P.O. Box 543000, Omaha, NE 68154, if you think your statement or receipt is wrong or if you need more information about a transaction listed on the statement or receipt. You may request a written history of your transactions at any time by calling the number above. To help us with our investigation, we will ask you for the following information:

    • Your name and card account number
    • A good telephone number where we may reach you with questions related to your claim
    • Why you are disputing the transaction
    • The amount of the transaction you are disputing
    • The date (or approximate date) the error occurred
  • During signup, will you check my credit?

    We do not conduct a credit check because this is not a credit card. However, to help the government fight the funding of terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a Card Account. What this means for you: When you open a Card Account, we will ask for your name, address, date of birth, and other information that will allow us to identify you. We may also ask to see a copy of your driver's license or other identifying documents.

  • Can I use my phone to manage my card account?

    Yes, CARD.com has a feature-rich app available for in Google Play and the App Store. Instantly view your balance, recent transactions, find ATMs and reload locations near you, and even load funds with a check directly within the app###.

Prepaid Cards

  • What is a prepaid card?

    A prepaid card is similar to a bank debit card. With a prepaid card, you're in control of your available balance because you control how much money is added to the card. Once you load your card with funds, you can start using it immediately to make purchases both online and in-store.

    If you have a Mastercard, you can use your card everywhere Debit Mastercard is accepted, including online and in-store, and withdraw cash from your card from ATMs worldwide. Limitations apply, see Cardholder Agreement for details.

    If you have a Visa, you can use your card everywhere Visa debit cards are accepted, including online and in-store, and you can withdraw cash from your card at anytime from ATMs worldwide. Limitations apply, see Cardholder Agreement for details.

  • Is this like a gift card?

    No. Unlike gift cards, CARD.com card accounts are designed to be reloaded for continued use.

  • Do I need to have an existing bank account to open a CARD.com card account?

    No. You do not need to have an existing bank account to open a CARD.com card account. If you do have a traditional bank account, you can use it to load your CARD.com card account with a bank transfer.

  • Are the cards reloadable?

    Yes. See Add Money for all of the ways you can load and reload your card.

  • Where can I use my card?

    Prepaid Mastercard cards can be used everywhere Debit Mastercard is accepted, online and in-store.

    Prepaid Visa cards can be used everywhere Visa debit cards are accepted, online and in-store.

Signing up for a card account

Using your card

Multiple Cards

  • May I have more than one CARD.com card account?

    Yes! You may have up to three (3) primary card accounts for many reasons, such as a coffee fund, keeping entertainment expenses separate from the household, vacation funds, or even for a rainy day!

Monthly Maintenance Fee
Plans: Single Card & Family of Cards

  • What is the difference between Single Card or Family of Cards Monthly Maintenance Fee ("MMF") Plans?

    Single Card and Family of Cards Monthly Maintenance Fee (“MMF”) Plans determine how your MMF is applied and possibly waived. Every card account has the same functionality, you can have up to three card accounts whether you select Family of Cards or Single Card, and the plan you choose applies to all your card accounts. However, there are some distinct differences in the MMF.

    With the Single Card Plan, each card account is assessed a $9.95 MMF, but the MMF on each card account may be waived if that card account has received $1,000.00 in Direct Deposit(s) in the last 30-day period, which begins with the first load. For example, if you have a Betty Boop card, you will be charged a $9.95 MMF per 30-day period. However, if you receive over $1,000.00 in Direct Deposits to your Betty Boop card in the past 30-day period, you will not pay a fee for your Betty Boop card in the next billing cycle. MMF waivers for Direct Deposit are assessed per each card account.

    With the Family of Cards Plan, you pay only one MMF; any MMF that would be assessed on your 2nd or 3rd card accounts is not applied in that billing cycle. By selecting the Family of Cards plan the most you could pay in any 30-day period in MMFs is $9.95. Remember, if you select Family of Cards, none of the accounts are eligible for the MMF waiver in the Single Card plan. If there is not a sufficient balance on that card to pay for the MMF, we will charge the remaining MMF amount to the second and third card accounts in the order in which you first loaded them.

  • Why would I choose the Single Card Plan versus the Family of Cards Plan?

    If you only have one card account and intend to keep it that way, then the Single Card plan is likely the option for you. You would pay one Monthly Maintenance Fee ("MMF"), and you could get that fee waived by direct depositing $1,000.00 in the prior 30-day period.

    If you have or want two or three card accounts, then the Family of Cards plan is likely the option for you. Instead of potentially paying Monthly Maintenance Fees (“MMFs”) on each of your card accounts, with Family of Cards plan you pay one MMF every 30-day period regardless of how many card accounts you have.

  • Can I have some card accounts on the Single Card Plan and other accounts on the Family of Cards Plan?

    You can have up to 3 card accounts with either plan, and the plan you choose applies to all of your card accounts. For example, you may have 3 cards on the Single Card Plan, or 3 cards on the Family of Cards Plan, but you could not have 1 card on the Single Card Plan and 2 other cards on the Family of Cards Plan.

  • How do I know if my card accounts are on a Single Card plan or Family of Cards plan billing?

    If you did not pre-select a plan during sign up, your card account is by default the Single Card Plan. Any additional card accounts that you open will be on the same plan as the first card account when it is created.

    You can see which plan you are on, as well as change your plan from the Single Card Plan to the Family of Cards plan, by logging in to our mobile app or website and navigating to the “Manage Cards” tab of the Account page. Once there, you can see your choice, and change your preferences.

  • If I want to receive a Monthly Maintenance Fee waiver that the Single Card plan offers, can I switch back?

    There is no limit to how many times you may switch.

  • How are Monthly Maintenance Fees charged on the Family of Cards Plan?

    With the Family of Cards Plan, you pay one MMF and any additional MMF that would be assessed on your 2nd or 3rd card accounts is not applied in that billing cycle. By selecting the Family of Cards plan the most you could pay in any 30-day period in MMFs is $9.95. Remember, if you select Family of Cards Plan, none of the card accounts are eligible for the MMF waiver in the Single Card Plan.

    You can also read about the terms in detail in our Cardholder Agreement, but in summary, if you choose the Family of Cards Plan we will charge the Monthly Maintenance Fee to the card you first loaded. If there is not a sufficient balance on that card to pay for the MMF, we will charge the remaining MMF amount to the second and third accounts in the order in which you first loaded them.

  • How are Monthly Maintenance Fees charged on the Single Card Plan?

    With the Single Card plan, each card account is assessed a $9.95 MMF, but the MMF on each card account may be waived if that card account has received $1,000.00 in Direct Deposit(s) in the last 30-day period, which begins with the first load. For example, if you have a Betty Boop card, you will be charged a $9.95 MMF per 30-day period. However, if you receive over $1,000.00 in Direct Deposits to your Betty Boop card in the past 30-day period, you will not pay a fee for your Betty Boop card in the next billing cycle. MMF waivers for Direct Deposit are assessed per each card account.

Managing Your Account

  • How do I close my CARD.com account?

    You can close your account by contacting [email protected] or by calling 866-345-4520 and requesting that your card account be closed.

  • How do I subscribe or unsubscribe from text alerts?*

    Log into your card account, hover over the settings/tool icon, and click on "Account" and then "Communications". From there, you can personalize which text alerts you would like to receive§.

  • How do I change my address?

    You can change your address by going to the Account page, and editing your address directly.

    If you cannot complete the step above, we may need additional documentation to verify your address. In that case, please visit our Secure Documents Center, and select "I need to update my address". You will be asked to upload a clear copy of an unexpired government-issued photo ID, as well as a copy of another document such as a utility bill that shows the address to which you are requesting the change.

  • What is my PIN and what is it used for?

    A PIN (Personal Identification Number) is a 4-digit numeric code used to identify and authenticate yourself at an ATM or for any PIN-based purchase.

    You will receive a PIN when you activate your card. Please remember this number, and do not, for any reason, share it with anyone. Please note that we will never ask you for your PIN.

  • PIN

  • How do I change my PIN?

    You can change your PIN by logging into your CARD.com Account PIN Page, or by navigating to the Account tab in our mobile app. You can also call (866) 345-4520 and change it over the phone via our Automated Support Services.

Loading your Card

  • Why should I set up Direct Deposit?

    Enrolling in Direct Deposit is the most convenient way to reload your card, because all (or part) of your pay or benefit payments can be automatically loaded onto your card – easily and automatically. Not only that, by enrolling in Direct Deposit, you can get paid up to 2 days earlier! Learn how

    Plus, we'll waive the Monthly Maintenance Fee if you've deposited $1,000.00 or more through Direct Deposit in the prior 30-day period. NOTE: If in the following 30-day period the minimum Direct Deposit load of $1,000.00 is not met, then you will see the Monthly Maintenance Fee charged to your card account.

  • How do I set up Direct Deposit?

    To enroll in Direct Deposit, you must either have an employer, receive government benefits, or be receiving a tax refund. Also, the name associated with the Direct Deposit must be the same as the name associated with the card account.

    • Employer Paycheck: Automatically deposit all (or part) of your paycheck directly to your card account. You will need to give your employer the bank routing number and your Direct Deposit account number. You can find this information at CARD.com/add-money/direct-deposit when logged in.
    • Government Benefits: If you are receiving government benefits, you can have them automatically deposited onto your card. You will need to give your benefits provider the bank routing number and your Direct Deposit account number. You can find this information at CARD.com/add-money/direct-deposit, when logged in.
  • To be eligible for early payday and get paid up to 2 days faster, simply enroll in our Direct Deposit program. CARD.com will apply your payroll or benefits payment direct deposit load within hours of receipt.

  • How early can I be paid?

    You may be paid up to 2 days faster than you would normally. Once we receive notice that your eligible payroll or benefits payment has been received, we will process your direct deposit load within the next processing window. You will have access to directly deposited funds on the business day of the posting for the Direct Deposit.

  • Is it possible that I can be paid more than 2 days early?

    How early we can provide your payroll or benefits payment deposit depends on how far in advance your payroll or benefits provider initiates the payment file for processing. In some cases, you may be paid up to 4 days earlier. There are limited windows that we may process deposit files, but we can assure you that we will process your eligible payroll or benefits payment within the next processing window following receipt of the information from your payroll or benefits provider.

  • How do I find my routing number and account number?

    You can find your card account information by going to CARD.com/add-money/direct-deposit when logged in.

  • Does CARD.com allow Third-Party Deposits (deposits made out to someone else's name)?

    No. Making a direct deposit intended for another person is not authorized, as is depositing checks made out to someone else. Doing so will cause your card account to be blocked immediately. Additionally, cardholders are not authorized to provide their bank routing number and Direct Deposit account number to anyone other than their employer, their personal bank account, or their own account at a different financial institution.

  • How do I change the amount that I Direct Deposit to my card?

    Please contact your employer or government benefits provider for guidance on how to change your Direct Deposit amounts.

  • When will my Direct Deposit be available in my account?

    You'll have access to your money as soon as the funds are electronically deposited to your card. We do not place holds on any direct deposits, so as soon as your employer releases the funds, you will have access to them on your card. Direct Deposit capability is subject to payer's support of this feature. Check with your payer to find out when the direct deposit of funds will start.

Tax Refunds

Loading Options / Instructions / Issues

  • What is the minimum and maximum amount I can load onto my card?

    Please log in and refer to your Cardholder Agreement to see your loading limits.

  • How do I add money to/load my card?

    There are many convenient ways to add money to your card:

    • Direct Deposit: An easy and free way to load your paycheck or government benefits to your card. Plus we'll waive your Monthly Maintenance Fee if you've direct deposited $1,000.00 or more in the prior 30-day period.
    • Load Cash: Load your card with cash in minutes. Bring your card and your cash to a participating location and reload with Green Dot® Reload @ the RegisterTM or Western Union®.
    • Bank Transfers: Add money from virtually any U.S.-issued bank account. If you have a checking or savings account, use it to add money to your card account.
    • Check Deposit: Load check funds using our app§ or load by cashing a check at Walmart.
    • Virtual Wallet Transfers: Transfer funds from a virtual wallet such as PayPalTM or Google Wallet.
    • Share Money from card to card: It's easy to share money between eligible cards. Please see Cardholder Agreements to see which cards are eligible.
    • Tax Refunds: Get your tax refund faster than a paper check when you direct deposit your refund onto your card.
  • How do I set up Bank-2-card transfers?
    • Log into the bank account from where you'll be transferring your money from, and set up a link to an external account. This option may be listed under Settings, Accounts, Transfer Funds or Withdraw, depending on your bank. Reference their help section for detailed instructions.
    • Next, choose “Checking” from your bank's available selections and enter your CARD.com routing and direct deposit account numbers.
    • Within 2-3 business days, your bank will make two small deposits to your card account. View these transactions by logging into your CARD.com online account.
    • Log back into your bank account and navigate to where you added your card account. From there, enter the two deposit amounts from your bank. You will now be able to transfer funds to your card from your bank account!
  • How can I reload my card in person?

    Visit CARD.com/add-money/load-cash to find a reload location near you.

  • Ingo Money Mobile Check Load###

  • How do I load check funds from my smartphone?

    Download our mobile app, tap the "Load Checks" tab, and follow the instructions.###

  • How do I use my smartphone camera to take a picture of a check?

    It's easy. Position the camera at a slight angle so there are no shadows on the check. Be sure the check is framed properly so it fits just inside the guidelines—not too far to the left or right. Don't hold the check in your hand. Lay it on a solid-colored background so that none of the numbers are covered up. Be sure the lighting in the room is good. If the check is too dark, it won't be readable. Finally, make sure the check is not crumpled in any way.###

  • What kinds of checks can I load with my smartphone?

    In addition to your traditional printed payroll and government checks, IngoTM accepts attorney checks, cashier's checks, handwritten payroll checks, insurance checks, money orders, rebate checks, refund-anticipation checks and two-party or personal checks. They will allow loads of almost any kind of check up to $2,500.00. You can't load checks that aren't made out to you, including conditional-endorsement checks, counter checks, credit card checks, customer-appreciation certificates, gift certificates, starter checks, traveler's checks, and warrants. View Ingo's FAQs to learn about full limitations.###

  • When I do a smartphone check load, is my data secure?

    Ingo Money uses systems and technology to protect your personal information and won't share your information with outside parties except as set forth in the Ingo Privacy Policy, or with your permission. To comply with government regulations of the financial industry, Ingo uses your Social Security number only to verify your identity. For more information, go to www.ingomoney.com/privacy-policy.###

  • Why didn't Ingo approve my check?

    All checks submitted to Ingo are subject to approval. There are a number of reasons why your check might not have been approved. For instance, if the payee name on the check doesn't match the name on your Ingo account, if the check was written on a closed account, or if Ingo has had bad checks in the past from the person who gave you the check. Your check may also be declined if the amount of the check will cause you to exceed the daily, weekly, or monthly load limits for your card or will cause you to exceed the maximum balance allowed on your card.###

  • When will my funds be available?

    You decide. If you choose the no-fee option, your funds will be loaded to your card in 10 days, as long as the check is approved and not returned unpaid. If you need your money sooner and select to pay the fee, your money will be available if your check is approved### after a short review by Ingo that can take as few as 2 minutes or, in rare occasions, as long as an hour.

  • Who do I contact if I have a problem loading my check?

    Please contact Ingo Customer Service at 229-276-3990.###

  • Walmart Reload by Cashing a Check

  • What type of checks can I cash at Walmart?

    You can cash preprinted payroll or government checks.

  • How do I reload by cashing a check?
    1. At a participating Walmart, cash a preprinted check up to $1,000.00 (a max fee of $3.00 applies).
    2. Immediately load your prepaid card ($3.74 reload fee applies) and typically funds will be available in minutes.

    Important to remember: These services are not available in all states or stores. Reloads can't exceed card limits. Your receipt is proof of your reload.

  • Where can I learn more about Walmart Rapid Reload?

    You can cash a preprinted payroll or government check and easily load all or part of your cash directly to your card from the convenience of any register at a participating Walmart (not available in all states or stores).

  • Green Dot Reload @ the Register

  • Where can I Reload @ the Register?

    You can reload cash directly to your card at ACE Cash Express®, CVS/pharmacy®, Dollar General®, Kmart, Rite Aid®, 7-Eleven®, Walgreens and Walmart (not available in VT) stores nationwide.

  • How do I Reload @ the Register?

    Just ask the cashier to add cash directly to your card at the register. A reload fee of up to $4.95 applies. Reload and card balance limits apply. Keep your receipt.

  • Once I complete a Reload @ the Register, is the money available right away?

    Your money is typically available on the card within 15 minutes.

  • Western Union®

  • Where can I add cash with Western Union?

    You can reload cash directly to your card at a Western Union agent location by completing a prepaid loading form and handing your prepaid card and cash to the agent. Fees and limitations will apply.

  • PayPal

  • How do I use my card to fund PayPal purchases?

    You can use your card as a backup funding source for your PayPal account. Even if you don't have funds in your PayPal account, you can pay anywhere PayPal is accepted with the money in your CARD.com account. Just connect the accounts and check out using PayPal, wherever you see the PayPal logo. To link your card account, log into your PayPal account, click "Banks and Cards" on the left, click "Link a Bank", click "PrePaid", and enter your card account information.

  • PayPal isn't letting me use my card account to pay for a transaction, but they're allowing me to pay from another linked account. Why?

    Check your CARD.com balance to ensure there are adequate funds to complete the transaction. Then, look at your PayPal settings to ensure you aren't deducting from your card account as an ACH (bank account) transaction. Your card account number cannot be used for direct debits from merchants. If presented for payment, these preauthorized direct debits will be declined and your payment to the merchant or provider will not be processed. The bank routing number and Direct Deposit account number are for the purpose of initiating direct deposits to your card account only. Please ensure that your card is linked as a payment card on PayPal, not as a bank account. Contact PayPal for further assistance with your PayPal account.

ATM

Card Declined / Payments

  • I know I have money in my account, so why was my card declined?

    Some merchants, especially gas stations, hotels and sometimes restaurants, will preauthorize or "hold" an amount that is higher than the actual purchase price. Your preauthorization transactions will appear along with all other transactions on our mobile app or at CARD.com/transactions. Please refer to your Cardholder Agreement to learn more about preauthorizations.

  • How do I know if my payment has been received?

    You can call your company's customer support number to verify that the payment has been received, or check your transaction history online on our mobile app, or at CARD.com/transactions.

  • Preauthorization Holds

  • What is a preauthorization hold?

    Some merchants, especially gas stations, hotels and sometimes restaurants, will preauthorize or "hold" an amount that is higher than the actual purchase price. If the "held" amount is greater than the funds on your account, the card will decline. For example:

    • Gas stations: Many gas stations preauthorize transactions for amounts ranging from $1.00 to $75.00 at the automated fuel pump because they do not know how much gas you will actually pump in advance of your transaction. If you purchase gasoline as a credit transaction at the pump, a hold amount may be placed on your prepaid card account for an amount of $75 or more, which may limit access to your account balance for up to 8 days. To avoid such holds, we recommend that you purchase gasoline using a debit transaction or take your card inside to the cashier to pay for the gasoline.
    • Hotels: When using your prepaid card to make reservations in advance, hotels generally preauthorize an amount equal to an overnight stay, or more, depending on the length of your stay. This will result in a hold on your account until the merchant sends us the final amount, or the hold expires, whichever comes first. When you arrive, the hotel will place another preauthorization on your account, often larger than the cost of your stay, to cover possible incidental expenses. If you cancel the reservation, or use a different card to settle your account, please make sure to ask the Hotel to cancel the preauthorization, otherwise the preauthorization will not be dropped until the hold expires
    • Restaurants: Many times, restaurants will preauthorize the total amount of your purchase, plus 20%. For example, if your meal is $50.00, the restaurant will "hold" $60.00, so you must have $60.00 available, otherwise the card will be declined.

    An authorization hold will typically drop off your prepaid card account automatically within 8 days from the date of service or transaction if the merchant does not submit the transaction before that time frame. Hotel and rental car merchant holds may remain on your prepaid card account for up to 30 days from the date of the transaction date. It is important to note that hotel and rental car agencies may add additional amounts for incidentals and may authorize additional amounts based on your length of stay at a hotel or days of rental for a rental car. It is up to you to work with the merchant to release any holds that are no longer necessary if you have completed your stay at a hotel or returned your car rental. CARD.com will not release these outstanding authorizations without specific documentation sent to us directly from the merchant.

    If you would like to have the authorization hold released early because the transaction was cancelled or you have finalized the transaction, please have the merchant send a letter on their letterhead with the following details:

    • Account Number
    • Dollar Amount of the Transaction
    • Authorization Code
    • Merchant ID
    • Date of the Authorization
    • Reason for the Hold Release
    • For a hotel stay, a copy of the final folio is also required

    This documentation may be uploaded to us via our Secure Documents Center.

  • How will I know if a preauthorization hold has been placed?

    Your preauthorization transactions will appear along with all other transactions on our mobile app and CARD.com/transactions.

Security

  • Why do I need to provide personal information to activate my card?

    You will be required to provide personal information that will allow us to confirm that you are the same person who ordered the card.

  • What's the best way for me to protect the money on my card?
    • Treat your card like cash.
    • Never give your card number to anyone.
    • NEVER give out your PIN number.
    • If you regularly give money to family members, have them tell you a code word before initiating a transaction to be sure no one is using their identity as part of a scam.
    • Verify the authenticity of retailers you do business with before giving them your card number over the phone or online.
    • Do not email your card number to anyone on the Internet, even if someone offers you money or "winnings."
    • If an offer seems too good to be true, it probably is.