FAQ

  • 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 can’t I register in the Ingo Money app?

    If Ingo cannot verify your identity—for instance, if your name and address don’t match or your name and Social Security number don’t match—you will not be able to register.

  • 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.

    Note: You need to use your CARD at least once before you can deposit a check with Ingo mobile money deposit.

  • When will my funds be available?

    You decide. If you choose the no-fee option, your funds will be loaded to your CARD.com Visa Prepaid CARD in 7 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.

    **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.

  • 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. And finally, be 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.

    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.

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

    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.

  • Every time I call support, there’s a recording and I have to leave a message! How do I talk to a real person?

    Please contact Customer Service at (866) 345-4520, and someone will answer your call.

  • I haven’t gotten my CARD yet, but I want to set up Direct Deposit. What is my account information?

    Please contact Customer Service at (866) 345-4520.

  • Where is my sign-up bonus?

    Please contact Customer Service at (866) 345-4520.

  • My CARD account was closed but I didn’t do it!

    Please contact Customer Service at (866) 345-4520.

  • When I tried to pay my American Express bill with my CARD, it was declined. How come?

    Your CARD.com Visa Prepaid 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 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 Visa Prepaid CARD account only.

  • How do I do a CARD-2-CARD transfer?

    CARD-2-CARD money transfers are one of the easiest ways to share money with family and friends, and the best thing is, all CARD.com CARD-2-CARD transfers are free!

    To get started, just log into your CARD.com account and click the "send money" button. From there, 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.

    That's it!

  • How do I set up Bank-2-CARD transfers?

    Just log into the bank account from where you'll be transferring your money, 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 the routing and account numbers for your CARD.com CARD. You can find this information under your account information at CARD.com. 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!

  • 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. How come?

    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 Visa Prepaid CARD is linked as a payment card on PayPal, not as a bank account.

    Contact PayPal via email or phone for further assistance with your PayPal account.

  • PayPal is reporting fraudulent use of my CARD but I’ve had it the entire time. What’s going on?

    Check 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 Visa Prepaid CARD is linked as a payment card on PayPal, not as a bank account.

    Contact PayPal via email or phone for further assistance with your PayPal account.

  • How do I dispute a charge?

    To dispute a charge, contact Customer Service at (866) 345-4520 or write to:

    CARD Member Services
    CARD.com
    1223 Wilshire Blvd. #827
    Santa Monica, CA 90403

    Please include the following information: 1. Your name and CARD account number 2. Why you believe there is an error 3. The dollar amount 4. Approximately when the error took place

  • How do I add my spouse to my CARD?

    Stay tuned! We're hoping to add that feature soon.

  • How do I change how much I Direct Deposit to my CARD?

    To change your Direct Deposit form amount, download a new Direct Deposit form, or contact support at support@CARD.com or (866) 345-4520. There are no costs or fees associated with using customer support.

  • How do I cancel an accidental transfer?

    While your Visa Prepaid CARD offers most of the perks of paying with plastic, it functions a lot like cash. Similar to handing over paper money, once you have initiated a CARD transfer, it cannot be reversed.

  • Does it connect to my bank?

    It's a separate account, but it's easy to transfer money from your current bank account in order to load funds onto your CARD.com CARD.

  • Why is there a monthly fee?

    The fee is for account administration -- this includes all of CARD.com's features, protections, support, access, etc. If you set up Direct Deposit to load at least $800 every 30 days, we'll waive this fee, so you pay a $0 Monthly Maintenance Fee that month. Also, we'll credit you back two in-network ATM withdrawals for the next 30 days.

  • Why do you need my Social Security number?

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

    1IMPORTANT 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.

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

    You sure can. It's easy to have both a debit card from your regular bank(s) and a CARD.com Visa Prepaid CARD. You can even ask your employer to divide Direct Deposit payments between both (or more) accounts.

  • Are CARD-2-CARD transfers free?

    Yes they are! It's free and simple to transfer money from one CARD.com account to another. Log in to your account for more information.

  • What are the fees?

    The full list of our fees are below, but you can always check www.CARD.com/fees for easy reference.

    ○ Enrollment: No Fee
    ○ Monthly Maintenance Fee: $5.95 per month; waived when you load at least $800 in the prior thirty (30) days via Direct Deposit.
    ○ CARD Activation: No Fee
    ○ Inactivity: No Fee
    ○ Domestic ATM Cash Withdrawal Fee: $3.00 (per transaction)
    ○ International ATM Cash Withdrawal Fee: $3.00 (per transaction)
    ○ POS Transactions: No fee
    ○ Over-the-Counter Withdrawal Fee (Domestic and International): $3.00 (per transaction for both domestic and international)
    ○ Value Load (Direct Deposit): No fee
    ○ Value Load (Retail Location): No fee
    ○ Voice Response Unit (VRU) Inquiry: No fee
    ○ Customer Service Live Agent: No fee
    ○ Balance Inquiry (PIN & ATM) Domestic and International ATM: $1.00 (per inquiry)
    ○ CARD Account Liquidation Fee: $7.00 (charged if a check is issued for funds on your CARD account and CARD account is closed)
    ○ Paper Statement Fee: $2.00 (per monthly paper statement requested)
    ○ Expedited CARD Fee: $20.00 (per CARD; when CARD is expedited and reissued or replaced for any reason)
    ○ Foreign Currency Conversion Fee: 2.95% (per transaction)
    ○ Replacement CARD Fee: $7.50 (We do our best to protect you. If your CARD is lost or stolen, email load at least $800 in the prior thirty (30) days via support@CARD.com or call (866) 345-4520 and we'll immediately replace your CARD and ensure your funds are secure)

  • Is it free to load?

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

    Direct Deposit: We'll waive the $5.95 Monthly Maintenance Fee if you deposit your paycheck or government benefits of $800 or more in the prior 30 days!

    ○ 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.

    ○ PayPal: Use PayPal to add money to your CARD. Transferring funds to a CARD.com Visa Prepaid CARD is free when you use PayPal.

    ○ CARD-2-CARD: Transfer Money between CARD.com accounts.

    ○ Tax Refunds: Tell the IRS to electronically deposit your refund directly to your CARD.com account! Learn more by emailing support@CARD.com or by calling (866) 345-4520.

  • Is there a fee to order a CARD?

    No. There is absolutely no fee to order and activate a prepaid card from CARD.com. If you deposit $800.00 or more through Direct Deposit every 30 days, we’ll waive the $5.95 Monthly Maintenance Fee, too.

    There are no late fees, no overdraft fees, no finance fees and no hidden fees. You can see the list of fees at CARD.com/fees.

  • Is this like a gift card?

    Nope. The government requires a Social Security number and legal approval for every CARD we issue, so our Prepaid CARDs cannot be given as gifts.

    Unlike gift cards, CARD.com Visa Prepaid CARDs are designed to be reloaded for use over the long haul.

  • 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 someone you don’t know.

    ○ 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 is the minimum and maximum I can load onto my CARD?

    The minimum amount is $5.00 and the maximum amount is $15,000.00 for Direct Deposit, bank to CARD transfers, and PayPal to CARD transfers. The minimum amount is $10.00 and the maximum is $2,500 for cash load. The maximum CARD balance is $15,000.00.

  • How do I set up free Direct Deposit?

    To enroll in Direct Deposit you must either have an employer, receive federal 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.com Visa Prepaid CARD account. You’ll need to give your employer a bank routing/ABA number and your account number (you can find this information at the bottom of your account page at www.CARD.com/start). If you have any questions about setting up free Direct Deposit, email support@CARD.com or call us at (866) 345-4520 (Option 1).

    Federal Benefits: If you are receiving federal benefits, you can have them automatically deposited onto your CARD. To set this up, email us at benefits@CARD.com or call us at (866) 345-4520 (Option 1).

    Tax Refunds: Get your Federal and State tax refunds faster than you would by mail! Just route them electronically to your CARD.com account. To set this up, email support@CARD.com or call us at (866) 345-4520 (Option 1).

  • How do I add money to (a.k.a. load) my CARD?

    There are several convenient ways to add money to your CARD.com Visa Prepaid CARD:

    Direct Deposit: An easy and free way to deposit your paycheck or government benefits to your CARD.com Visa Prepaid CARD, and we’ll waive your Monthly Maintenance Fee if you deposit $800 or more in the prior 30 days! Learn more about how to set up Direct Deposit.

    Western Union®: There are more than 100,000 convenient locations in the U.S. where you can add money to your CARD account. Use our Western Union® Locator or the MoneyPak® Retail Locator for the closest, most convenient load location near you.

    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. Log in to learn more.

    PayPal: Transferring funds to a CARD.com Visa Prepaid CARD is free when you use PayPal. Learn more about loading via PayPal.

    ○ CARD-2-CARD: Transfer money between CARD.com CARD accounts. It's simple to transfer money from one CARD account to another. Log in to your account for more information.

    ○ Tax Refunds: Tell the IRS to electronically deposit your refund directly to your CARD account! Learn more by emailing support@CARD.com or by calling (866) 345-4520 (Option 1).

  • How do I load cash onto my CARD.com Visa Prepaid CARD using Green Dot MoneyPak?

    You can load cash onto your CARD using MoneyPak. Locate a retailer near you, and purchase a MoneyPak (a MoneyPak usually costs about $4.95 or less) and use it to load between $10.00 to $2,500.00 in one transaction. After that, call the number listed on the back of the MoneyPak (1-800-GREENDOT) and follow the instructions. Your funds will be available within 30 minutes.

  • 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 via email or phone for assistance related to your PayPal account.

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

    We verify your identity using a national database. This is not a credit check; it is something we are required to do to comply with the USA PATRIOT Act.1

    1IMPORTANT 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 should I link my PayPal account to my CARD?

    Enjoy the benefits of paying for purchases without having to take out your wallet! PayPal makes online shopping easier than ever.

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

    CARD.com gives you the freedom to pay online using PayPal. Now you can turn the cash in your wallet into instant spending power anywhere PayPal is accepted--including eBay! To link your accounts, log into your PayPal account, click "Profile" near the top of the page, click "My Money" under "My Profile," click "Add My Bank" in the "Bank Accounts" section, select "Checking Account" and enter your CARD.com information and click "Continue." That’s it!

  • 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. Read more about connecting your CARD account to PayPal here.

  • 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 at www.CARD.com/start.

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

    Yes. Our CARD limits are as follows: Maximum amount is $15,000.00 for Direct Deposit, bank to CARD, or PayPal. The maximum for cash loads is $2,500, and the maximum CARD balance permitted is $15,000.00.

  • I’m having trouble using MoneyPak to reload my CARD

    Contact MoneyPak online or by phone (1-800-GREENDOT), 24/7.

  • What is the status of my refund?

    The IRS issues most refunds in less than 21 calendar days. Go to http://www.irs.gov/Refunds and follow their instructions to check your refund status.

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

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

    It can take anywhere from 30 minutes to five business days for money to appear once you load funds on it. The length of time for availability depends on the method you use to load the money.

  • How can I reload my CARD at a brick-and-mortar store?

    Use our “Reload Locator” to find a MoneyPak retailer near you, and select a MoneyPak off the shelf (it will cost up to $4.95). Pay for the MoneyPak and give the cashier your desired CARD load amount in cash (i.e., if you want to load $40 onto your CARD, you’ll pay $44.95 in cash at the register: $40 is yours to spend, $4.95 is the load fee). Then call the number listed on the back of the MoneyPak (1-800-GREENDOT) and follow the instructions. Your funds will be available within 30 minutes. You can also activate your MoneyPak online.

    If you go to a Western Union® agent location, complete the designated form and give it to the agent along with the amount you wish to load, your Card plus the fee. The agent will load your Card with the desired cash amount. Your funds are ready to use instantly

    Please note: Walgreens has a 60 minute funding delay, Radio Shack has a 30 minute funding delay and Longs Drugs has a 15 minute funding delay.

  • Where can I use my CARD?

    You can use your CARD anywhere that accepts Visa prepaid cards, and at thousands of ATMs, worldwide. You can also share money, CARD-2-CARD, and use it to fund PayPal transactions. You can also use it to get cash at any ATM displaying the Visa®, Plus®, STAR®, or NYCE® Acceptance Mark.

  • Are CARD.com Visa Prepaid CARDs reloadable?

    Yes. But individual retailers might require you to pay a fee to load the CARD. Fees vary by retailer.

  • Is using CARD.com safe?

    Absolutely. All CARD.com funds are fully FDIC insured through The Bancorp Bank; Member FDIC. They are also protected with the Visa Zero Liability policy*, and are PCI Certified for data security and privacy. You receive the same level of international security as you would get with a branch bank.

    *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.

  • 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'll receive a check in the mail for the available balance on your CARD at the time of close.

  • What if I have bad credit or no credit?

    It doesn’t matter at all! Since this is a prepaid CARD, you’re using your own money at all times. We don’t even run a credit check, and you are approved in seconds with verified ID.1

    1IMPORTANT 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.

  • How do I contact customer support?

    You can contact support seven days per week, 365 days per year, 24 hours per day at support@CARD.com or call us at (866) 345-4520 (Option 1). There are no costs or fees associated with using customer support.

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

    There is no minimum balance. You can have as little as $0 or as much as $15,000.00 on your CARD.

  • Do I need to have an existing bank account?

    No. The CARD.com Visa Prepaid CARD is backed by the power of a bank. If you do have a bank account, you can use it to load your CARD via bank transfer.

  • What happens if I need to replace my CARD?

    If your CARD is lost or stolen, contact our support team immediately at support@CARD.com or call us 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.

    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.

  • What are the fees associated with my CARD.com Prepaid CARD?

    You can visit the fees page to see the list of fees. Fees are also available in the CARDholder Agreement.

  • 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 at the store. 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 www.CARD.com/start, or by calling (866) 345-4520 or (888) 255-5962 (Option 1).

  • How do I share money with my prepaid CARD?

    Using our CARD-2-CARD feature is the easiest way to share money with your relatives, friends and loved ones and anyone else who has a CARD.com Visa Prepaid CARD. There is no charge to use this feature.

    Just log in at www.CARD.com/start and enter the other party's email address and the amount you want to transfer. You can also contact CARD services by email at support@CARD.com or call us at (866) 345-4520.

  • Do all Prepaid CARD transactions clear within 72 hours?

    No. Some merchants will not send the final transaction through to us within a 72-hour time frame (the average amount of time to clear is 7 to 10 business days). With these longer hold times, the hold will drop off and the money will appear to be available again; however, the transaction still has to clear your account. Unfortunately, we have no control over how quickly merchants process their transactions. We advise all CARDholders with preauthorizations to check their balance through the Cardholder site at www.CARD.com/start and to contact the merchant if the preauthorization is not released.

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

    Your preauthorization transactions will appear as a "Hold" on our CARDholder website at www.CARD.com/start.

  • 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 to $75 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, we will place $75 on hold in your account, even if your actual transaction is only $45. After 2 hours, we will release the hold and the remaining funds will be available to you again. If a gas station pump declines your card, we recommend that you pre pay for your gas inside the station.

    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 up to 72 hours. 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.

    Restaurants: Many times restaurants will preauthorize the total amount of your purchase, plus 20%. For example, if your meal is $50, the restaurant will "hold" $60, so you must have $60 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 Visa Prepaid CARD account only. Please find an alternate method of payment to these organizations.

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

    You may have some money that is on a preauthorization hold.

  • Will preauthorization holds apply to all of my purchases?

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

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

    You can take out cash from your CARD at any time from ATMs worldwide that display the Visa, Plus, STAR, or NYCE Acceptance Mark. CARD.com charges a $3 fee for this service (more information is available on our fees page). There will also be a Foreign Currency Conversion Fee for the use of an international ATM. In addition, the ATM host may charge an additional fee (will vary, depending on operator).

  • 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. You can use it to get cash at any ATM displaying the Visa, Plus, STAR, or NYCE Acceptance Mark. You will need your CARD and PIN (Personal Identification Number) to use your CARD at an ATM.

  • How do I change my PIN or what happens if I forget it?

    You can change your PIN by accessing our website and selecting “Change PIN Function,” or call the toll-free number 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.

  • 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’ll receive a PIN when you activate your CARD. Please remember this number, and do not, for any reason, share it with anyone. Note that we will never ask you for your PIN, no matter what.

  • 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.

  • 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.

  • How do I deposit my tax refund to my CARD.com account?

    When you have your tax refund deposited directly to your CARD account, you’ll get your money faster because you won't have to wait for a paper check to come through the mail. It’s as easy as providing your tax preparer with your routing number and account number, (or if you're filling out your own taxes, write the numbers in the designated sections)!

    To find your routing and account numbers, log in at www.CARD.com/start.

    If you have any questions, email support@CARD.com or call us at (888) 255-5962 (Option 1).

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

    Log in to www.CARD.com/start and the information will be displayed near the bottom right of your "Account Details" section.

    If you have any questions, email support@CARD.com.

  • What happens if I need or want to replace my CARD?

    If you lose your CARD, email our support team at support@CARD.com or call us at (866) 345-4520 and we’ll help you close the old account and get a new CARD right away.

  • 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, automatically and with no fees!

    Plus we’ll waive the $5.95 Monthly Maintenance Fee if you deposit $800 or more through Direct Deposit in the previous 30 days.

  • How much does it cost to order a CARD?

    There is absolutely no cost to order and activate a prepaid card from CARD.com, and we’ll waive the $5.95 Monthly Maintenance Fee if you deposit $800.00 or more through Direct Deposit in the previous 30 days.

    There are no late fees, no overdraft fees, no penalty fees, no finance fees and no hidden fees. You can see the list of fees at CARD.com/fees .

  • Do I have to be over 18 to get a prepaid CARD?

    Yes. In order to legally approve the terms of service with the bank issuing your card, you’ll need to be over 18 years of age, and you don’t need a co-signor.

  • 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’re required to collect this information in accordance with The USA PATRIOT Act,1 a federal law that requires all financial institutions to obtain, verify and record information that identifies each person who opens an account.

    1IMPORTANT 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.

  • Do I have to have good credit to get a prepaid card?

    Nope! You don’t need good credit or any credit, you just have to be 18 years of age. There are no credit checks, and most applications are approved in seconds with verified ID.1 This is because you won’t be receiving a line of credit--with a prepaid card; you’re spending your own money.

    1IMPORTANT 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.

  • Is there any fraud protection on CARD.com CARDs?

    Yes. 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. CARDholders must notify issuer promptly of any unauthorized use. Consult issuer for additional details or visit www.visa.com/security.

  • How do I activate my CARD?

    Just call (866) 345-4520 or visit www.CARD.com/start!

  • What is a prepaid card?

    A prepaid card works like a bank debit card. Shop online or in-store. Once you load your CARD with cash, you can start using it immediately to make purchases anywhere Visa debit cards are accepted, including online and in stores. You can also use it to get cash at any ATM displaying 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 there are fraudulent purchases made from your account, you may be able to get your money back. 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.

  • How long does it take to get my CARD?

    You'll receive it 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 receive my CARD, how do I use it?

    First, you’ll need to activate your CARD and load it so you’ll have money to spend. Then use it anywhere Visa cards are accepted--worldwide.

  • How do I get a CARD.com Visa Prepaid CARD?

    Choose your favorite design from the gallery, fill out the online order form and we'll ship your CARD right to you. There's no credit check or upfront fees and your application is approved in seconds with verified ID.

    *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.