FAQ

  • Top FAQ

  • How do I contact customer support?

    You can contact support 7 days per week, 365 days per year, 24 hours per day at support@CARD.com or by calling (866) 345-4520 (Option 1). There are no costs or fees when using customer support.

  • Is using CARD.com safe?

    Absolutely. All CARD.com funds are fully FDIC insured through The Bancorp Bank; Member FDIC. Your funds are Payment Card Industry Data Security Standard (PCI-DSS) Certified for data security and privacy. You receive the same level of international security as you would get with a branch bank.

    If you have a CARD.com Prepaid MasterCard®, your funds are also protected with the MasterCard Zero Liability policy1, and if you have a CARD.com Visa Prepaid Card®, your funds are protected with the Visa Zero Liability policy2.

    1 - Conditions and exceptions apply - see Cardholder Agreement

    2 - The Visa Zero Liability policy covers U.S.-issued cards only and does not apply to ATM transactions, PIN transactions not processed by Visa, or certain commercial card transactions. CARD Member must notify issuer promptly of any unauthorized use. Consult issuer for additional details or visit www.visa.com/security.

  • 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. CARD.com does 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.

  • 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 charge?

    Please have the following information ready:

    • Your name and CARD account number
    • Why you believe there is an error
    • The dollar amount of the error
    • The date (or approximate date) the error occurred

    For CARD numbers starting with 516501:

    Phone - Contact Customer Service at (866) 345-4520

    Fax - (954) 377-0072

    or write to:
    Cardholder Services
    CARD.com
    PO Box #7235
    Sioux Falls, SD 57117-7235

    For CARD numbers starting with 441808:

    Phone - Contact Customer Service at (866) 345-4520

    Fax - (650) 242-4112

    or write to:
    Cardholder Services
    CARD.com
    1300 Island Drive #105
    Redwood City, CA 94065-5170

  • I used an in-network ATM, but they still charged me a fee. Why?

    When using an in-network ATM from MoneyPass®, CARD.com still charges a $3.00 ATM fee.

    If you have used an in-network ATM and still see an additional ATM fee that has been charged by the ATM provider, please contact Customer Service at (866) 345-4520 and be prepared to provide the date and time of the transaction, the amount, and the name and address of the ATM provider.

  • How are you verifying my information? Are you doing a credit check?

    We verify your identity using a national database. We are required to verify your identity to comply with the USA Patriot Act1. This is not a credit card, so there is no credit check.

    1- IMPORTANT INFORMATION ABOUT PROCEDURES FOR OPENING A NEW CARD ACCOUNT: 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.

  • What is the CARD.com mobile app and how does it work?

    The CARD.com mobile app allows you to manage your money more conveniently and is available for both Android and iPhone. You can instantly view your balance, recent transactions, find ATM and reload locations faster, and even deposit check funds directly within the app.

  • Prepaid Cards

  • What is a prepaid card?

    A prepaid card is similar to a bank debit 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 CARD.com Prepaid MasterCard, you can use your CARD everywhere Debit MasterCard is accepted, including online and in-store, and take out cash from your CARD at anytime from ATMs worldwide that display the MasterCard®, Maestro®, CIRRUS®, STAR®, NYCE®, or MoneyPass® Acceptance Mark.

    If you have a CARD.com Visa Prepaid Card, you can use your CARD everywhere Visa debit cards are accepted, including online and in-store, and you can take out cash from your CARD at anytime from ATMs worldwide that display the Visa®, Plus®, STAR®, or NYCE® Acceptance Mark.

  • Is this like a gift card?

    No. Unlike gift cards, CARD.com CARDs are designed to be reloaded for continued use. The government requires a Social Security number and ID verification for every CARD we issue, so our prepaid CARDs cannot be given as gifts.

  • Do I need to have an existing bank account?

    No. The CARD.com CARD is issued by The Bancorp Bank; Member FDIC. CARD.com CARDs are designed to be a bank alternative, offering much of the same services as a bank. If you do have a bank account, you can use it to load your CARD with bank transfer.

  • Are CARD.com Prepaid CARDs reloadable?

    Yes. See add money for all of the ways you can load and reload your CARD.

  • Where can I use my CARD?

    If you have a CARD.com Prepaid MasterCard, you can use it everywhere that accepts Debit MasterCard, online and in-store. Use it to get cash at any ATM displaying the MasterCard®, Maestro®, CIRRUS®, STAR®, NYCE®, or MoneyPass® Acceptance Mark.

    If you have a CARD.com Visa Prepaid Card, you can use it everywhere that accepts Visa debit cards, online and in-store. Use it to get cash at any ATM that display the Visa®, Plus®, STAR®, or NYCE® Acceptance Mark.

  • What can I do with a prepaid card that I can't do with cash?

    You can make online purchases! Also, if your CARD is lost or stolen, your money is still safe.

    If you have a CARD.com Prepaid MasterCard, your funds are also protected with the MasterCard Zero Liability policy1, and if you have a CARD.com Visa Prepaid Card, your funds are also protected with the Visa Zero Liability policy2.

    1 - Conditions and exceptions apply - see Cardholder Agreement.

    2- The Visa Zero Liability Policy covers U.S.-issued CARDs only and does not apply to ATM transactions, PIN transactions not processed by Visa, or certain commercial CARD transactions. CARDholder must notify issuer promptly of any unauthorized use. Consult issuer for additional details or visit www.visa.com/security.

  • Ordering a CARD

  • How do I order a CARD.com CARD?

    Choose your favorite design from the gallery and complete the online order form. There is no credit check or upfront fees, and your application is approved in seconds with verified ID.1

    1 - IMPORTANT INFORMATION ABOUT PROCEDURES FOR OPENING A NEW CARD.COM ACCOUNT: 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.

  • How old do I need to be to order a CARD?

    In order to legally agree to the terms of service with the bank issuing your card, you need to be 18 years or older.

  • Why do you need my Social Security number?

    Your Social Security number is required in order to comply with the USA Patriot Act.1

    1 - IMPORTANT INFORMATION ABOUT PROCEDURES FOR OPENING A NEW CARD ACCOUNT: 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.

  • What if I have bad credit or no credit?

    This is not a credit card, so there is no credit check. You are using your own money at all times.

  • I already have one debit card, can I have a Prepaid CARD?

    Absolutely. You can even ask your employer to divide direct deposits payments between both (or more) accounts.

  • How long does it take to get my CARD?

    You should receive your CARD within 7-10 business days. If you haven’t received your CARD after 10 business days, please email customer service at support@CARD.com.

  • Once I order a CARD, when can I use it?

    You should receive your CARD within 7-10 business days. It can take anywhere from minutes to days for money to appear once you load funds. The length of time for the availability of funds depends on the method you choose to load the money.

  • Using your CARD

  • Once I receive my CARD, how do I use it?

    First, you’ll need to activate your CARD and load funds so you have money to spend. If you have a CARD.com Prepaid MasterCard, you can then use it everywhere Debit MasterCard is accepted, online and in-store, and if you have a CARD.com Visa Prepaid Card, you can use it everywhere Visa debit cards are accepted, online and in-store.

  • How do I activate my CARD?

    Activate online at CARD.com/start or by calling (866) 345-4520.

  • Is there a limit on how much I can load onto my CARD.com CARD?

    Yes. Our CARD limits are as follows: The maximum amount is $15,000.00 per Direct Deposit, bank transfer, or virtual wallet transfer. The maximum amount for cash loads is between $900.00 and $1000.00, depending on the load option. See the CARDholder Agreement for more information. The total maximum CARD balance permitted is $15,000.00.

  • Do I need to have a minimum balance? Is there a maximum balance?

    There is no minimum balance. The maximum balance is $15,000.00 per CARD.

  • What is the maximum amount I can spend each day?

    The maximum amount you can spend or withdraw at a time varies by type of transaction. Purchases are limited to $5,000.00 every 24 hours. Over the counter and ATM cash withdrawals are capped at $700.00 per every 24-hour period.

  • What if I spend more than I put on my CARD?

    If you attempt to make a purchase with an insufficient balance, the transaction may be rejected. You will not incur overdraft or transaction fees when this happens; however, if the transaction is approved, you are responsible for any amount that is over your available balance.

    You can check your account balance by logging in at CARD.com/start, using our mobile app, or by calling (866) 345-4520.

  • How do I cancel an accidental transfer?

    Unfortunately, once you have initiated a CARD transfer, it cannot be reversed.

  • How do I dispute a charge?

    Please have the following information ready:

    • Your name and CARD account number
    • Why you believe there is an error
    • The dollar amount of the error
    • The date (or approximate date) the error occurred

    For CARD numbers starting with 516501:

    Phone - Contact Customer Service at (866) 345-4520

    Fax - (954) 377-0072

    or write to:
    Cardholder Services
    CARD.com
    PO Box #7235
    Sioux Falls, SD 57117-7235

    For CARD numbers starting with 441808:

    Phone - Contact Customer Service at (866) 345-4520

    Fax - (650) 242-4112

    or write to:
    Cardholder Services
    CARD.com
    1300 Island Drive #105
    Redwood City, CA 94065-5170

  • I returned an item to a merchant and now my account has been blocked. What should I do?

    If your account has been blocked due to a merchant return and we are able to match a corresponding transaction to your return (the purchase was made on the same CARD/account as the return), we will release the block on your account - just reach out to us at support@card.com or by calling 866-345-4520.

    If we are not able to connect a transaction to your return, we will require documentation in the form of a return receipt proving that the funds have been deposited into your account. Please email documents to verify@card.com or by fax to 818-796-2740.

  • Managing Your Account

  • How do I close my CARD.com account?

    You can close your account by contacting Customer Service at (866) 345-4520 and requesting that your account be closed. There will be a CARD Account Liquidation Fee of $7.00. You will receive a check in the mail for the available balance on your CARD at the time of close, in approximately 10-15 business days.

  • How do I subscribe or unsubscribe from alerts?

    You can update your notifications settings on your Account Page.

  • How do I change my address?

    Updating your address is easy. If your CARD has been active for more than 30 days and this is the first time that you are requesting to have your address updated, we don’t require any documentation. If, however, there are multiple requests and your CARD hasn’t been active for 30 days, we require your driver’s license along with proof of address (recent utility bill, etc.). You can email your documents to cardoperations@thebancorp.com or fax them to (818) 796-2740.

  • 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 a 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? What happens if I forget it?

    You can change your PIN by going to your Account Page. You can also call (866) 345-4520 and change it over the phone. For personal assistance, our CARD services team can also help with your PIN, in the event you forget it. Just email support@CARD.com or call us at (866) 345-4520.

  • Loading Options/Issues

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

    There is no minimum amount for Direct Deposit, bank transfers or virtual wallet transfers. The maximum amount is $15,000.00 for Direct Deposit, bank transfers, and virtual wallet transfers. The minimum amount for cash loading with MoneyGram® and Western Union® is $10.00 while the minimum amount of each value load with Walmart Rapid Reload™ is $20.00. The maximum amount is $2,500.00 for cash loading. The maximum CARD balance is $15,000.00.

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

    There are many convenient ways to add money to your CARD.com CARD:

    • Direct Deposit: An easy and free way to deposit your paycheck or government benefits to your CARD.com CARD, and we’ll waive your Monthly Maintenance Fee if you deposit $800.00 or more in the prior 30-day billing cycle. We'll also credit you back 3 in-network ATM withdrawal fees.
    • 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, Western Union®, or MoneyGram®.
    • Bank Transfers: Add money from virtually any U.S.-issued bank account. If you have a checking or savings account or a bank debit card, use it to add money to your CARD.com account.
    • Check Deposit: Load check funds using our app for free when you select 10-day funding.
    • Virtual Wallet: Transfer funds from a virtual wallet such as PayPalTM or Google Wallet.
    • Share Money from CARD to CARD: Share money between your CARD.com Prepaid MasterCard and another CARD.com Prepaid MasterCard, or your CARD.com Visa Prepaid Card and another CARD.com Visa Prepaid Card.
    • Tax Refunds: Get your tax refund fast by having it directly deposited to your CARD.com CARD instead of waiting for the paper check.
  • How do I share money from CARD to CARD?

    Sharing money from your CARD.com Visa Prepaid Card to another CARD.com Visa Prepaid Card, or your CARD.com Prepaid MasterCard to another CARD.com Prepaid MasterCard is one of the easiest ways to share money with family and friends, and it's free! Go to CARD.com/send-money while logged in, fill out the recipient's email address, the last four digits of his or her CARD number, and the amount you would like to send.

  • 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 account numbers.
    • Within 2-3 business days, your bank will make two small deposits to your CARD.com account. View these transactions by logging into CARD.com.
    • Log back into your bank account and navigate to where you added your CARD.com 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, Ingo 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 deposit, 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.html.

  • 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 approved1 after a short review by Ingo that can take as few as 2 minutes or, in rare occasions, as long as an hour.

    1 - All checks submitted to Ingo are subject to approval by Ingo in its sole discretion. Approval usually takes 3 to 5 minutes but can take up to an hour. Unapproved checks will not be loaded to your CARD. This service is operated and provided by Ingo Money, Inc. and First Century Bank, N.A. Visa is an independent party and assumes no responsibility for the Ingo Money Network or the performance of the Ingo service.

  • 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. The maximum amount of each value load is $1,000.00. Reloads can’t exceed card limits. Your receipt is proof of your reload.

  • Where can I Reload by Cashing a Check?

    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).

  • How much money can I Reload by Cashing a Check?

    Once the check has been cashed, you can reload any amount from $20.00 to $1,000.00 (as long as CARD load limits are not exceeded) at participating Walmart locations nationwide.

  • How much does it cost to Reload by Cashing a Check?

    Reloading directly to your CARD costs $3.74 at Walmart. Walmart check cashing fees also apply.

  • Do I have to reload the entire check amount to my CARD?

    No, you can load all or part of your cash (Up to $1,000.00 at Walmart as long as CARD load limits are not exceeded), once the check has been cashed.

  • Once I Reload by Cashing a Check, is the money available right away?

    The money is typically available on the CARD within 10 minutes for you to use.

  • 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.

  • How much cash can be loaded directly to my CARD at the register?

    The minimum amount you can load is $20.00 and the maximum amount of each load is $1,000.00.

  • How much does it cost to Reload @ the Register?

    Reloading directly to a CARD at the register costs $4.95 or less ($3.74 at Walmart).

  • MoneyGram®

  • How can I add cash with MoneyGram?

    Finding a reload cash location is easy. All you need to do is provide your CARD number and provider receive code (if your CARD number begins with 5165, your receive code is 1276. If your CARD number begins with 4418, your receive code is 1264). Then, just load the funds you want by paying with cash or a debit card.

  • 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 account, log into your PayPal account, click "Banks and Cards” on the left, click “Link a Bank”, click “I have a different bank”, and enter your CARD.com account information.

  • How do I link my PayPal account to my CARD?

    To link your account, log into your PayPal account, click "Banks and Cards” on the left, click “Link a Bank”, click “I have a different bank”, and enter your CARD.com 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.com prepaid 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 Prepaid CARD account only. Please ensure that your CARD.com CARD is linked as a payment card on PayPal, not as a bank account. Contact PayPal for further assistance with your PayPal account.

  • Why did PayPal reject my prepaid CARD.com funding transaction?

    Please check your CARD.com balance, and check your PayPal settings to ensure you aren't deducting from your CARD account as an ACH (bank account) transaction. Contact PayPal for assistance related to your PayPal account.

  • ATM

  • Can I get cash from my CARD, and is there an ATM fee for cash withdrawals?

    If you have a CARD.com Prepaid MasterCard, you can take out cash from your CARD at anytime from ATMs worldwide that display the MasterCard®, Maestro®, CIRRUS®, STAR®, NYCE®, or MoneyPass® Acceptance Mark.

    If you have a CARD.com Visa Prepaid Card, you can take out cash from your CARD at anytime from ATMs worldwide that display the Visa®, Plus®, STAR®, or NYCE® Acceptance Mark.

    CARD.com charges a $3.00 fee for this service (more information is available on our fees page: https://www.card.com/fees). There will also be a Foreign Currency Conversion Fee of 2.95% per transaction for the use of an international ATM. In addition, the ATM host may charge an additional fee (will vary, depending on operator). To avoid fees charged by the ATM host, use a MoneyPass ATM, which is located nationwide and in Puerto Rico. You can also avoid ATM fees by getting cash back when making a purchase with your CARD in-store at the register (when the merchant offers the option.)

  • How do I use my CARD at an ATM?

    Your prepaid card may be used to withdraw cash at more than one million ATMs worldwide.

    If you have a CARD.com Prepaid MasterCard, you can take out cash from your CARD at anytime from ATMs worldwide that display the MasterCard®, Maestro®, CIRRUS®, STAR®, NYCE®, or MoneyPass® Acceptance Mark.

    If you have a CARD.com Visa Prepaid Card, you can take out cash from your CARD at anytime from ATMs worldwide that display the Visa®, Plus®, STAR®, or NYCE® Acceptance Mark.

    You will need your CARD and PIN to use your CARD at any ATM.

  • I used an in-network ATM, but they still charged me a fee. Why?

    When using an in-network ATM from MoneyPass®, CARD.com still charges a $3.00 ATM fee.

    If you have used an in-network ATM and still see an additional ATM fee that has been charged by the ATM provider, please contact Customer Service at (866) 345-4520 and be prepared to provide the date and time of the transaction, the amount, and the name and address of the ATM provider.

  • Card Declined/Payments

  • When I tried to pay my credit card or utility bill with my CARD, it was declined. Why?

    Your CARD.com CARD account and associated Direct Deposit account number cannot be used for preauthorized direct debits from merchants or from utility or Internet service providers. If presented for payment, these pre-authorized 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.

  • 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 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’ll actually pump in advance of your transaction. If they preauthorize $75.00, we will place $75.00 on hold in your account, even if your actual transaction is only $45.00. The additional funds will be released when we receive the final amount from the merchant.
    • 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 30 days after the hold is placed, 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 30 days after the original preauthorization date.
    • 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.
    • Utilities, Internet Service Providers and Finance: Your CARD.com account cannot be used to pay direct debits from merchants--including mortgage, student loan and credit card companies--or from utility or Internet service providers. 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 find an alternate method of payment to these organizations.
  • 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.

  • Will preauthorization holds apply to all of my purchases?

    Preauthorization holds may apply to debit purchases as well as ATM withdrawals. However, prepaid CARD purchases and ATM withdrawals made using a PIN subtract the funds immediately from your account, thereby reflecting an accurate available balance.

  • Security

  • Is using CARD.com safe?

    Absolutely. All CARD.com funds are fully FDIC insured through The Bancorp Bank; Member FDIC. Your funds are Payment Card Industry Data Security Standard (PCI-DSS) Certified for data security and privacy. You receive the same level of international security as you would get with a branch bank.

    If you have a CARD.com Prepaid MasterCard, your funds are also protected with the MasterCard Zero Liability policy1, and if you have a CARD.com Visa Prepaid Card, your funds are also protected with the Visa Zero Liability policy2.

    1 - Conditions and exceptions apply - see Cardholder Agreement.

    2- The Visa Zero Liability Policy covers U.S.-issued CARDs only and does not apply to ATM transactions, PIN transactions not processed by Visa, or certain commercial CARD transactions. CARDholder must notify issuer promptly of any unauthorized use. Consult issuer for additional details or visit www.visa.com/security.

  • Why do you need my Social Security number?

    Your Social Security number is required in order to comply with the USA Patriot Act.1

    1 - IMPORTANT INFORMATION ABOUT PROCEDURES FOR OPENING A NEW CARD ACCOUNT: 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.

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

    You will be required to provide your name, street address, date of birth and other information that will allow us to confirm that you are the same person that ordered the CARD. We are required to collect this information in accordance with The USA Patriot Act1, a federal law that requires all financial institutions to obtain, verify and record information that identifies each person who opens an account.

    1 - IMPORTANT INFORMATION ABOUT PROCEDURES FOR OPENING A NEW CARD ACCOUNT: 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.

  • What's the best way for me to protect the money on my CARD?
    • Treat your CARD.com CARD like cash.
    • Never give your CARD.com 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.com CARD number over the phone or Internet.
    • Do not email your CARD.com 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.
  • What happens if I need to replace my CARD?

    If your CARD is lost or stolen, contact our support team immediately at (866) 345-4520 and we’ll send a replacement CARD to you. There will be a Replacement CARD Fee of $7.50 per CARD. Your money will automatically be transferred to your new CARD.

    If you have a CARD.com Prepaid MasterCard, the MasterCard Zero Liability Policy1 makes your liability for unauthorized MasterCard transactions on your Card Account $0.00 if you notify us promptly upon becoming aware of the loss or theft, and you exercise reasonable care in safeguarding your Card from loss, theft, or unauthorized use.

    If you have a CARD.com Visa Prepaid Card, the Visa Zero Liability Policy covers U.S.-issued CARDs only and does not apply to ATM transactions, PIN transactions not processed by Visa, or certain commercial CARD transactions. CARDholder must notify issuer promptly of any unauthorized use. Consult issuer for additional details or visit www.visa.com/security.

    1 - Conditions and exceptions apply - see Cardholder Agreement.

  • Fees

  • Is there a fee to order a CARD?

    No. There is absolutely no fee to order and activate a prepaid card from CARD.com. There are no late fees, no overdraft fees, and no hidden fees. You can see the list of fees at CARD.com/fees. If you deposit $800.00 or more through Direct Deposit in the prior 30-day billing cycle, we’ll waive the $5.95 Monthly Maintenance Fee and we'll credit you back 3 in-network ATM withdrawal fees.

  • Is it free to load?

    There are many load options for your CARD. The ones listed below are free!

    • Direct Deposit: An easy and free way to deposit your paycheck or government benefits to your CARD.com CARD, and we’ll waive your Monthly Maintenance Fee if you deposit $800.00 or more in the prior 30-day billing cycle. We'll also credit you back 3 in-network ATM withdrawal fees.
    • Bank Transfers: Add money from virtually any U.S.-issued bank account. If you have a checking or savings account or a bank debit card, use it to add money to your CARD.com account.
    • Check Deposit: Load check funds using our app for free when you select 10-day funding.
    • Virtual Wallet: Transfer funds from a virtual wallet such as PayPalTM or Google Wallet.
    • Share Money from CARD to CARD: Share money between your CARD.com Prepaid MasterCard and another CARD.com Prepaid MasterCard, or your CARD.com Visa Prepaid Card and another CARD.com Visa Prepaid Card.
    • Tax Refunds: Get your tax refund fast by having it directly deposited to your CARD.com CARD instead of waiting for the paper check.
  • What are the fees?

    Please see CARD.com/fees for the complete list of fees.

  • Why is there a Monthly Maintenance Fee?

    The fee is for account administration -- this includes all of CARD.com's features, protections, support, access, etc. If you Direct Deposit at least $800.00 in the prior 30-day billing cycle, we’ll waive this fee, and we'll credit you back 3 in-network ATM withdrawal fees for the next 30 days.

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