FREQUENTLY ASKED QUESTIONS

Security Questions

Can I change my PIN?

Yes, you can change your PIN by calling 866–872–9820 or by visiting www.usmoneycard.com and selecting the U.S. Money Card customer login option.

What if my card is lost or stolen?

Immediately call customer service at 866–872–9820 to inform them your card was lost or stolen. You may also report your card lost or stolen on line by logging into your account at www.usmoneycard.com.

Is the card FDIC insured?

Your money is safe. The funds in your account are backed by the Federal Deposit Insurance Corporation (FDIC), an independent agency of the United States Government.

Adding Money To Your Card

Where and how can I reload funds onto my U.S. Money Card?

Visit any authorized Check Into Cash or U.S. Money Shop retail location to reload cash onto your card.

Add funds at any authorized Western Union® Agent location. You do not need to have your card with you. Simply complete the gray Western Union Prepaid Services form with the following information:

Account Number: 16 digit account number on your card
Pay to: Your name as it appears on the card
Amount: How much money you want to add to your card

For added convenience, you can also use our direct deposit service for your paycheck, benefits payments, or tax refund.

Direct Deposit

What is Direct Deposit?

Direct Deposit allows you to have all or part of your paycheck, benefits payments, or tax refund electronically sent to your U.S. Money Card account on payday. It is safer and more convenient than receiving payment in the form of a paper check and saves you the hassle and expense associated with getting your checks cashed.

What do I need to do to set up Direct Deposit?

To enroll in Direct Deposit, just complete the Direct Deposit section of the retail card packaging and return it to your employer and have all or a portion of your pay deposited directly onto your U.S. Money Card. Need to print a U.S. Money prepaid reloadable Direct Deposit form. The Routing and Account numbers can be found on your retail card packaging or you may call customer service for assistance.

When are deposits available?

Direct deposits are made available on the effective date specified by the depositor (the entity paying you), meaning that whoever is Sending the funds to the card will designate a day that the funds are to be deposited.

This does not mean they are charging you more. Any hold will be removed from the card account in approximately five business days from the date of service, or as soon as the merchant releases the pending hold provided the actual amount does not exceed the amount withheld (i.e. if you tip $4 then your total would be $14 and the merchant would end up taking an extra $1)

Use the card

What is the maximum amount of money I can have on my U.S. Money Card at one time?

MasterCard® requires that each U.S. Money Account have a balance of no more than $10,000.

Where can I use my card to make a purchase or get cash?

You can use your U.S. Money Card to make purchases at millions of merchants, everywhere that debit MasterCard® is accepted, worldwide. Your card can also be used to get cash at ATMs displaying the Cirrus or STAR logos.

Is each transaction processed immediately?

Yes. Once you use your card, the funds will be deducted immediately. Please note that some gas stations may “hold” a set amount and some restaurants may authorize 20% above your total bill to leave room for tip. Any unused funds from these holds will be placed back into your account once the final amount is authorized. And remember, customers receiving text alerts will immediately be notified for each transaction!

Can I use my U.S. Money Card at a gas station to "pay at the pump?"

Yes. You must press “debit” at the gas pump to access your funds. If you press “credit” you will not be able to “pay at the pump.” Please note that gas stations often hold $50.00 to $75.00 for these transactions. The unused funds are placed back into your account once the merchant settles the payment.

Can I use my U.S. Money Card to shop online?

Yes. You can use your card anywhere that MasterCard debit cards are accepted.

What if my purchase transactions are being declined? Is my card working properly?

Your U.S. Money Card is probably working as it should. Some transactions are declined because the purchase transaction is greater than the value on the card. The merchant does not know your card's balance. You must tell the merchant to “split” the ticket, placing only the card's value on one ticket and using another form of payment for the balance.

Also, cards may be declined at restaurants because the restaurant automatically adds an anticipated tip amount to the card authorization, which may bring the total over your available card balance. When using your card at a restaurant be sure your card has enough value to cover the ticket plus a 20% tip amount – even if you don't plan to tip that much or want to leave your tip in cash.

Why my U.S. Money Card is sometimes authorized for more than the amount of my purchase?

Some merchants place a hold on your funds in an amount higher than the actual service. A good example of this is when you purchase $10 at a restaurant but they withhold $13 to cover a possible tip.

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.

Using an ATM

How do I access funds or account information using an ATM?

Insert your card in the machine and follow the instructions for entering your Personal Identification Number (PIN). Once your PIN has been entered successfully, you can choose to withdraw funds or perform a balance inquiry. If you chose to withdraw cash, press “withdraw from checking” then enter the amount you wish to withdraw (usually in $20 bills). The ATM will present the amount of cash you requested along with a printed receipt and return your card.

Will I be charged a fee if I use my U.S. Money Card to withdraw cash at an ATM?

The financial institution that owns and operates the ATM may charge a fee to the person withdrawing cash; the financial institution must disclose that fee for each ATM transaction before that transaction is completed. You can decide to accept the fee and continue the transaction, or cancel the transaction. The ATM fee imposed by the bank that owns the ATM is different and in addition to the ATM fee listed in your Schedule of Fees & Charges.

U.S. Money Card is a member of the MoneyPass network. This network allows you to use their ATMs without being assessed a fee from the ATM owner leaving only the U.S. Money Card ATM charge. In order to locate a MoneyPass surcharge free ATM in your area go to the online MoneyPass ATM locator and select “Find an ATM Near You.” You can also download a free smart phone app for this purpose.

Is there a limit on the amount of money I can withdraw from an ATM?

Yes. You can withdraw up to $2,000 per day from the ATM. Keep in mind that individual ATMs may have their own set limits on how much a user can withdraw per transaction.

Card balance

How do I know how much money I have on my U.S. Money Card?

You can receive text message alerts for purchases and new balance information. You can check your balance and transaction history by calling 866–872–9820 and following the prompts or by logging in to www.usmoneycard.com and selecting the U.S. Money Card customer login option. Since a merchant may not be able to tell how much money is on the card, keeping track of your balance is a sure way to know how much you have to spend.

Where can I get my monthly statements?

You may view and print your monthly statements by logging into your account at www.usmoneycard.com and selecting the Statements tab at the top of the page. You may also request a paper statement (See your U.S. Money Card Terms & Conditions) for associated fees.

U.S. Money Checks

How do I qualify for U.S. Money Checks?

There are no specific requirements to order U.S. Money Checks, all you need is a U.S. Money Card account.

How do I authorize check?

To prefund a check from your available balance you must authorize your check and enter the authorization code on the front of the check. Once you have received the authorization code, please make sure you complete the Pay to the order of, Authorization code, and Signature fields. Make sure you write clearly to avoid payments being declined due to legibility of the Pay to the order of, Amount, and Authorization code. Deliver the check to the Payee promptly – it is only valid for 60 days from the date of authorization. For instructions on how to write a check please contact U.S. Money Check Program at 1–800–935–9146 and follow IVR instructions or Get started with the U.S. Money Card Check Program.

Overdraft Protection

Do you offer overdraft protection?

Yes. Cardholders who qualify for our optional Overdraft Protection program are eligible to opt–in for the service.

How do I qualify for overdraft protection?

In order to receive our Overdraft Protection Service, you must do all of the following:

(a) elect to participate in the Overdraft Protection Service (i.e., opt–in) by calling the Customer Service number on the back of your Card during normal Customer Service hours.
(b) initiate ACH deposits (direct deposit) to your U.S. Money Card meeting the criteria we specify from time to time (for example, two (2) ACH deposits totaling $500.00 or more every thirty five (35) days); and
(c) enroll in SMS text alerts.

The Overdraft Protection Service will be activated on your U.S. Money Card only once you have satisfied each of the steps described above.

Get more information and fees for U.S. Money Card Overdraft Protection.

Is my overdraft protection a line of credit?

No. The overdraft protection program is merely a small financial cushion (generally $25) available to cardholders who qualify for the service and elect to opt–in.

General Questions

What is the fee schedule for my account?

Refer to your Prepaid card Terms & Conditions.

What if I need more help?

If you have additional questions or need further assistance, call our Customer Service line, 1–866–872–9820.