Frequently Asked Questions
Q: How do I use my Prepaid Card?
A: First, sign the signature panel on the back of the Card. We also suggest that you write down the Prepaid Card number and the customer service number from the back of the card on a separate piece of paper in case the Prepaid Card is lost or stolen. You can then use your card the same as you would use a credit card provided there is sufficient funds loaded on the card to cover the full amount of your purchase. Present it to the clerk when making a purchase, and sign the form or receipt. If the merchant requests, instruct the merchant to select ‘Credit’ on the terminal.
Q: Where and when can I use my Prepaid Card?
A: You can use your Prepaid Card anywhere that MasterCard® prepaid cards are accepted. Your Card is valid only in the United States. It cannot be used at merchants outside of the United States, including Internet and mail/telephone order merchants outside of the United States.
Q: Can I access cash from my Prepaid Card?
A: No, you cannot access cash (at any time) from your Card via an ATM or a point of sale terminal.
Q: How do I register/update my personal information and/or find out what my balance and transaction history are on my Card?
A: Go to www.knowyourbalance.com or call the phone number on the back of your Card. If you no longer have your Card, please contact Customer Service at 1-866-466-8103.
Q: Why should I register my Card?
A: Registering your Card at www.knowyourbalance.com will provide the additional security required to allow you to use your Card for internet purchases as well as requesting a replacement Card should your Card become lost or stolen.
Q: Does my Prepaid Card expire?
A: Expiration varies by Card product. Please refer to the Terms & Conditions provided with the Card for information about expiration and fees. You may also access the Terms & Conditions via www.knowyourbalance.com
Q: Can value be added onto my Prepaid Card after it is purchased?
A: The ability to add value to your Prepaid Card varies by Card product. Please refer to the Terms & Conditions provided with the Card for details. Even if your card is not reloadable, you may wish to hold on to your card in the event you need to return an item purchased on your card. Do not give your Prepaid Card to a merchant to destroy.
Q: What if my purchase is greater than the value available on my Prepaid Card?
A: You must advise the merchant how much is available on your Prepaid Card. The merchant would complete a split tender transaction and charge the Prepaid Card for the available balance. The remaining amount of your purchase would require another form of payment.
Q: How do I use my Prepaid Card at a restaurant?
A: You may use your Prepaid Card at a restaurant the same as you do at any other merchant. However; it is common for service-oriented merchants to automatically factor in an additional amount up to 25% to cover any tip you may leave on the card. If your total bill, after adding in the additional 25%, exceeds the amount on the Prepaid Card, it will be declined. You should ensure that your Prepaid Card has an available balance that is 25% greater than your total bill. TO AVOID A DECLINE OF, OR A HOLD ON, YOUR PREPAID CARD, YOU CAN ASK THE MERCHANT TO AUTHORIZE A SPECIFIC DOLLAR AMOUNT. WE DO NOT GUARANTEE THAT THE MERCHANT WILL FULFILL THIS REQUEST.
Q: How do I use my Prepaid Card at hotels and rental agencies?
A: Like restaurants, companies associated with travel services may automatically factor in an additional 25% to cover incidental charges that you might incur. You should ensure that your Prepaid Card has an available balance that is 25% greater than your total bill.
Q: Can I use my Prepaid Card at gas stations?
A: We recommend always using your card inside at the register to prevent over authorization which could possibly cause your card to decline.
Q: If my card is lost or stolen, how do I report it?
A: Immediately report your card lost or stolen by calling 1-866-466-8103. A replacement fee may apply. Please refer to the Terms & Conditions provided with the Card for additional information. You may also access the Terms & Conditions via www.knowyourbalance.com