Frequently Asked Questions

Below are frequently asked questions about your Prepaid MasterCard®. If you need further assistance please call customer service and representative will assist you.

  • How do I activate my card account?


    Call the number on the activation sticker on the front of the card or the number indicated on the card carrier.

    We suggest you change your Personal Identification Number (PIN) to something only you know. This can be done by logging into our online card account feature.

  • What are my daily ATM withdrawal limits?


    Your ATM daily withdrawal limits can be found on your schedule of fees you received with your card. There may be a fee for both domestic and international ATM withdrawals (please see fee schedule in the terms and conditions).

  • What are my daily withdrawal/spending limits?


    You can find your daily withdrawal/spending limits located on the schedule of fees. Your schedule of fees can be found located on the back of your card carrier.

  • What should I do about charges I don’t recognize?


    Some merchants place a hold on your funds in an amount higher than the actual service. A good example of this is when your purchase $10 at a restaurant but they withhold $13 to cover a possible tip. This does not mean they are charging you more. Any hold will be removed from the card account automatically as soon as the merchants release the pending hold provided the actual amount does not exceed the amount withheld.

    If there is no charge on your card account yet, please give the merchant time to process the charge and release the funds. This usually takes five days.

    If the actual charge has posted to your card account and there is still a hold on your funds. The temporary hold will usually come off your card account in approximately five days.

  • How do I check my balance and charges?


    On the internet: You can check your card account balance and transactions anytime by visiting us online and logging in to your account.

    On the phone: Call the number on the back of your card.

  • How can I deposit funds onto my card?


    The most common way to deposit funds onto your account is direct deposit. Direct deposit can be setup via your employers or have your government benefits setup through direct deposit. Any source of recurring payments is an acceptable form of direct deposit. To receive direct deposit, present your employer or other paying entity with the routing number and deposit account number associated with your card. Routing number and account number information is included in your packet when you receive your card (e.i the direct deposit form at the bottom of your card mailer).

    You can also deposit cash funds onto your card by visiting any Western Union Agent location. Complete the gray Prepaid Services form with the following information:

    Account Number: 16 digit account number located on the front of your card.

    Pay to: Your name as it appears on the card.

    Amount: How much money you want to add to your card

  • Which ATMs will accept my card?


    You may use your card at thousands of ATMs. All you need to do is make sure that the ATM displays the Cirrus or Maestro brand mark that are located on the back of your card. Please note that you are subject to the ATM’s fees as well as our card fees (see terms and conditions). Your card is member of the MoneyPass network. The network allows you to use their ATMs without being charged a fee from the ATM owner. Locate a MoneyPass ATM here.

  • Can I use my card with PayPal?


    Of course! Since PayPal accepts MasterCard debit cards, you can use your card with PayPay for online purchase.

  • When are deposits available?


    Direct deposits are made available on the effective date specified by the depositor, meaning that whoever sending the funds to the card will designate a day that the funds are to be deposited (e.i pay day). The funds will be available on your card the depositor electronically transfer the money.

  • What are the deposit limits?


    You can make deposits to your Prepaid MasterCard at any time. There is no limit on the number of times you can deposit funds to your card. To find your dollar deposit limits please see your schedule of fees.

  • Is this card FDIC insured?


    Your money is safe! Backed by the Federal Deposit Insurance Corporation (FDIC), an independent agency of the United States Government, you’re protected against the loss of your deposits.

  • Where can I get my monthly statements?


    You may view your monthly statements by logging in to your account. You may also request a paper statement (See your terms and conditions & for associated fees).

  • Can I get a second card for an authorized user?


    Yes, you can get additional cards for up to 3 people to use your account, as long as that person is 18 or older. Just contact customer service.

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