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 7 days per week, 365 days per year, and 24 hours per day by calling (866) 345-4520 and using our IVR 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, 6 a.m. to 9 p.m. CT, or on Saturday and Sunday, between 7 a.m. and 7 p.m. CT (holidays excluded). There are no 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 3.0 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 covers U.S.- issued cards and does not apply to certain commercial card transactions, or any transactions not processed by Visa. You must notify your financial institution immediately of any unauthorized use. See Cardholder Agreement for details.

  • 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 deposited to your CARD account. We do not place a hold on your deposit. 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 charge?

    To help us with our investigation, we will ask you for the following information:

    • Your name and CARD account number
    • Why you are disputing the charge
    • The amount of the charge you are disputing
    • The date (or approximate date) the error occurred

    For CARD numbers starting with 441808:

    Fax - (650) 242-4112

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

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

    For all other cards (NOT starting with 441808):

    Fax - (954) 377-0072

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

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

  • 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 iPhone and Android. 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 take out cash from your CARD at anytime 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 take out 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

  • How do I sign up for a CARD account?

    Choose your favorite design from the gallery and complete the online order form. There is no credit check1 or upfront fees, and your application is approved in seconds with verified ID.2

    1 - This is not a credit card.

    2 - 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 sign up for a CARD account?

    You must be 18 to apply.

  • Why do you need my Social Security number?

    We request your Social Security number to verify your identity in order to comply with the USA PATRIOT Act.1. CARD.com takes the privacy and security of your personal information very seriously.

    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?

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

  • 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 please call Account Support at (866) 345-4520.

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

    You should receive your CARD within 7-10 business days. Once you successfully activate your CARD and load funds to your CARD account, you may use it immediately

  • 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!

  • Direct Deposit

  • 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 federal benefits checks can be automatically deposited onto your CARD - easily and automatically.

    Plus, we’ll waive the Monthly Maintenance Fee if you deposit $1,000.00 or more through Direct Deposit in the prior 30 day billing cycle. NOTE: If in the following 30-day billing cycle 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 free 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 a bank routing number and your CARD 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 a bank routing number and your CARD account number (you can find this information at CARD.com/add-money/direct-deposit, when logged in.
    • Tax Refunds: Get your Federal and State tax refunds fast by direct depositing them onto your CARD. Find out more information here.
  • 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 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.

  • Loading Options / Instructions / Issues

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

    Please login 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 deposit your paycheck or government benefits to your CARD, and we’ll waive your Monthly Maintenance Fee if you've direct deposited $1,000.00 or more in the prior 30-day billing cycle.
    • 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: 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 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.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 - Ingo Money is a service provided by Ingo Money, Inc. and First Century Bank, National Association, Member FDIC, subject to Ingo Money and First Century Bank Terms & Conditions and Privacy Policy. Approval review usually takes 3-5 minutes, but may take up to one hour. All checks are subject to approval for funding in Ingo Money’s sole discretion. Unapproved checks will not be loaded to your card. Ingo Money reserves the right to recover funds from bad checks if you knew the check was bad when you submitted it, if you attempt to cash or deposit it elsewhere after funding or if you otherwise act illegally or fraudulently. Fees may apply for loading or use of your card. See your Cardholder Agreement for details.

  • 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 10 minutes for customer use.

  • 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 “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 prepaid 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 Prepaid 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.

  • 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’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 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.
  • 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 that 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 Internet.
    • 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.
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