FAQ

  • How do I file my taxes and direct deposit my refund onto my CARD.com CARD?

    If filing by mail, you can file your taxes starting January 1. For tax forms, visit the IRS website. If e-filing, you can e-file starting January 20.

    Whether you decide to do your taxes by yourself and mail in the form, with a tax preparer, or through e-file, you will need your CARD.com routing and account numbers to enter on the form in the Refund section. Learn more here.

    *If you are filing jointly, the social security number and name used on the return must match the social security number and name on the CARD.com account.

  • What are the benefits to getting my tax refund direct deposited on my CARD?

    When you choose Direct Deposit, you won’t need to wait for a paper check to be printed and mailed to you, which you’ll need to cash and then deposit. Both of these steps may have fees associated with them, which you avoid by choosing to direct deposit your refund.

  • Is there a limit for my tax refund check?

    As with any deposit to your CARD, your tax refund is limited to $15,000.00, (the maximum amount allowed on your CARD). If your refund is greater than $15,000.00, it will automatically be rejected and returned to the IRS. This is an automatic process and we cannot make any exceptions.

  • Do I need to e-file in order to get my tax refund Direct Deposit onto my card?

    No. You can enter your CARD.com routing and account numbers on your tax form in the Refund section, even if you are mailing it in.

  • How long does it take to get my tax refund?

    By e-filing and choosing direct deposit, the IRS expects to issue 9 out of 10 refunds within 21 days, as opposed to 4-6 weeks for a check in the mail. It is possible that yours could require additional review and take longer. Please see www.irs.gov for the most current information.

  • What is the status of my tax refund?

    The IRS issues most refunds in less than 21 calendar days. It is possible yours could require additional review and take longer.1 You can check your refund status on the IRS website.

    You’ll have access to your money as soon as the funds are electronically deposited to your CARD.

    1 - By choosing direct deposit, the IRS expects to issue 9 out of 10 refunds within 21 days, as opposed to 4-6 weeks for a check in the mail. It is possible that yours could require additional review and take longer. Please see www.irs.gov for the most current information.

  • Can I deposit a Joint Tax Return?

    Yes, CARDholders can deposit a joint tax return on their card. However, the CARDholder's social security number and name MUST match the social security number and name on the deposit, otherwise, the deposit will be rejected.

  • 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, CARDmembers are not authorized to provide their bank routing number and CARD.com Direct Deposit account number to anyone other than their employer, their personal bank account, or their own account at a different financial institution.

  • 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.

  • 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.com CARD in 10 days, as long as the check is approved and not returned unpaid. If you need your money sooner and select to pay the fee, your money will be available if your check is approved** after a short review by Ingo that can take as few as 2 minutes or, in rare occasions, as long as an hour.

    **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.

    View Ingo's FAQs to learn about full limitations.

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

    Please contact Customer Service, and be prepared to provide the date and time of the transaction, the amount, and the name and address of the ATM provider.

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

    Please contact Customer Service.

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

    Please contact Customer Service.

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

    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 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.

  • 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 the best thing is, it's 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 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 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 Customer Service. There are no costs or fees associated with using Customer Service.

  • How do I cancel an accidental transfer?

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

  • 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 set up Direct Deposit to load at least $800 every 30 days, we'll waive this fee. Also, we'll credit you back 3 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.comCARD. You can even ask your employer to divide Direct Deposit payments between both (or more) accounts.

  • Is sharing money from CARD to CARD free?

    Yes! It's free and simple to share 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. 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 (The retailer may have fees of their own)
    ○ 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, please contact Customer Service 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. (Some banks may have fees of their own)

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

    ○ Share Money from CARD to CARD: Share money between your CARD.com Visa Prepaid Card and another CARD.com Visa Prepaid Card, or your CARD.com Prepaid MasterCard and another CARD.com Prepaid MasterCard.

    ○ Tax Refunds: Tell the IRS to electronically deposit your refund directly to your CARD.com account! Learn more here.

  • 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 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 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 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 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, please contact customer service.

    Federal Benefits: If you are receiving federal benefits, you can have them automatically deposited onto your CARD. To set this up, please contact customer service.

    Tax Refunds: Get your Federal and State tax refunds faster than you would by mail! Just route them electronically to your CARD.com account. Find out more information here.

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

    There are several 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 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 the Western Union® Locator for the closest, most convenient load location near you.

    Green Dot® Reload @ the RegisterTM: Use the 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 CARD is free when you use PayPal. Learn more about loading via PayPal.

    ○ Share Money from CARD to CARD: Share money between your CARD.com Visa Prepaid Card and another CARD.com Visa Prepaid Card, or your CARD.com Prepaid MasterCard and another CARD.com Prepaid MasterCard. 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 here.

  • 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.

  • 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 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 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.

  • Once I order a 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 contact customer service.

    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 the Reload Locator to find a Green Dot Reload @ the Register retailer near you, and 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.

    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 Western Union agent's fee. The agent will load your CARD with the desired cash amount. Your funds are ready to use.

    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?

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

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

    You can also use your CARD at thousands of ATMS, worldwide, and use it to fund PayPal transactions.

  • Are CARD.com 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. Your funds are PCI 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 Visa Prepaid Card, your funds are also protected with the Visa Zero Liability policy*.

    If you have a CARD.com Prepaid MasterCard, your funds are also protected with the MasterCard Zero Liability policy**.

    *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.
    **Conditions and exceptions apply - see Cardholder Agreement

  • How do I close my CARD.com account?

    You can close your account by contacting Customer Service 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, in approximately 10-15 business days.

  • 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.1Also this is not a credit card therefore a credit check is not needed.

    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 service?

    You can contact customer service seven days per week, 365 days per year, 24 hours per day. There are no costs or fees associated with using customer service.

  • 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 CARD is issued by The Bancorp Bank; Member FDIC. 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 Customer Service immediately 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 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.

    If you have a CARD.com Prepaid MasterCard, the MasterCard Zero Liability Policy* 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.
    *Conditions and exceptions apply - see Cardholder Agreement.

  • 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 contacting Customer Service.

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

    Your preauthorization transactions will appear along with all other transactions on our CARDholder website at www.CARD.com/transactions.

  • 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. 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.

    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 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 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?

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

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

    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.

    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.

    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.

  • 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 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, please feel free to contact customer service.

  • 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 .

  • 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.

  • How do I activate my CARD?

    Please contact Customer Service or visit www.CARD.com/start!

  • What is a prepaid card?

    A prepaid card works similar to a bank debit card. Shop online or in-store. Once you load your CARD with funds, you can start using it immediately to make purchases.

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

    If you have a CARD.com Prepaid MasterCard, you can use your CARD everywhere Debit MasterCard is accepted, including online and in stores, and take out cash from your CARD at anytime from ATMs worldwide that display the MasterCard®, Maestro®, CIRRUS®, STAR®, NYCE®, or MoneyPass® 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.

    If you have a CARD.com Visa Prepaid Card, you are covered by the Visa Zero Liability Policy*, and if you have a CARD.com Prepaid MasterCard, you are covered by the MasterCard Zero Liability Policy**.

    *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.
    **Conditions and exceptions apply - see Cardholder Agreement.

  • 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 contact customer service.

  • 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. If you have a CARD.com Visa Prepaid Card, you can then use it everywhere Visa debit cards are accepted--worldwide. If you have a CARD.com Prepaid MasterCard, you can then use it everywhere Debit MasterCard is accepted--worldwide.

  • How do I get a CARD.com 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. Also this is not a credit card therefore no credit check is needed.

    *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.