Answers to Your Most Common Questions

On the following pages, you will find answers to some of the most common questions regarding your Excellence Prepaid MasterCard®. If you need additional information, please call Rewarding Excellence Program Headquarters at 1-888-887-6192 or visit > Sales Tab > Incentives Box > Excellence Card.

Q. How can I ensure proper and timely payment?
A. To ensure proper and timely payment, please make sure your home address is correctly posted in My Personnel.

Q. What happens if a sale is re-reported or unwound?

A. If a qualified vehicle sale is re-reported or unwound at any time, the original Sales Professional and Manager that received an award payment via the Excellence Card could be charged-back the appropriate amount by Chrysler LLC.

Q. When will I receive my new card?

A. Your Excellence Card will be mailed within 7-10 business days after your first earned payment date. The card will be sent to your address of record in My Personnel. Payments are made on the first and third Wednesday of every month.

Q. How do I activate my card?
A. There are two easy ways to activate your card. Both methods will require you to enter your 16-digit card number and the last four digits of your SSN# (Social Security Number).

Online: Visit In addition to activation information, online enrollment will require you to select a username and password, as well as set four security questions and answers.  For additional security, this process will also require you to choose from a list of images and create a phrase for that image. Upon successful login, your card will be automatically activated and you will be asked to select your personal ATM PIN.

Telephone: Call 1-888-887-6192.

If you are activating your card over the phone, you will be asked to set up an access code which will also be your Personal Identification Number (or PIN). Your access code will be required to use the Interactive Voice Response (IVR) system for future card inquiries and ATM transactions.

Q. How can I access my card balance and transaction information? 
A. For a quick update, posted as of midnight the previous day, simply click on “Card Balance” at the top of this site.  For up-to-the minute transactions, visit the bank’s website at  and register your card. You will be asked to create a username and password. By registering your card, you will be able to access your card balance, statement and card activity.  You will also be able to use your card online for purchases.

You may also call 1-888-887-6192 and follow the IVR prompts. This information is available anytime, day or night.

Q. How do I select my PIN?
A. Upon activation of your card, you will be asked to designate an Access Code which will also be used as your PIN (Personal Identification Number).

Q. I forgot my PIN.  How do I reset it?
A. Unfortunately if you do not know your PIN, it cannot be reset.  However, you may be sent a PIN reminder in the mail by contacting Rewarding Excellence Program Headquarters at 1-888-887-6192.  If you have used your 3 PIN attempts, you may contact Rewarding Excellence Program Headquarters to have your PIN attempts reset. 

Q. My name is printed incorrectly. How can I get a corrected card?
A. You must contact your dealership’s Systems Coordinator to correct the spelling of your name in “My Personnel.”  Next, call 1-888-887-6192 to alert Rewarding Excellence Program Headquarters of the change and to request a new card.  A $10 Replacement Card Fee will apply if the card has been previously issued.

Please see your Cardholder Agreement for complete details.

Q. How do I change my home address?
A. Contact your dealership’s Systems Coordinator to change your home address in the “My Personnel” section of DealerCONNECT.

Q. How do I know which programs/VINs my deposit reflects?
A. To review payment details, just use this website.  Go to Payments > Program Awards.

You may also contact Rewarding Excellence Program Headquarters at 1-888-887-6192, Monday through Friday, from9 a.m. to 9 p.m. EST. 

Q. Do I keep the same Excellence Prepaid MasterCard®throughout the program year?
A. Yes. When you first qualify for an award, you will be mailed an Excellence Prepaid MasterCard®, pre-loaded with your award amount. Keep this card.  Each time you earn, your awards will be loaded onto the same card. For subsequent awards, a deposit will be made to your card on the first and third Friday of each month.

Q. How do I make a purchase with my Excellence Prepaid MasterCard
A. At the time of purchase, present the card to the merchant and sign the receipt if prompted. If asked, swipe the card through the keypad and press Credit.  If Credit is not an available option, press Cancel to process your transaction.  There may be times where you need to select the credit card option to have your transaction processed.

Please Note: Because this is a prepaid card and it does not require a PIN for purchases, do not push Debit or your card will be declined.


Using Your Card

Q. Will I be charged a fee for using my card to make a purchase at a retail location?
A. You will not be assessed a fee for using your card anywhere that MasterCard®debit cards are accepted.

Q.  My card has a MasterCard® brand mark. Does that mean I can charge with it?
A. Your card functions like a MasterCard® debit card that accesses a prepaid balance. There is no credit line associated with the card. It can be used anywhere MasterCard® debit cards are accepted, up to your balance.

Q. Why was my card declined even though I had enough funds in my account?
A. Some retailers, such as gas stations and restaurants, might automatically add a dollar amount to the transaction to cover tips or customary fees. These additional amounts may cause your card to be declined even if there are enough funds on your card to pay for the final bill. To properly process your card at a gas station, you may need to go inside to pay because the pump has been preauthorized to an amount larger than your balance.

Q. How do I use my Rewarding Excellence MasterCard at a hotel?
A. Your Rewarding Excellence MasterCard should be used only at checkout for payment due. Use a personal credit card (not your prepaid card) to guarantee reservations and to secure your room at check-in.  Note: Hotel Holds can stay on your Rewarding Excellence MasterCard for up to 45 days if used for an Authorization.

Q. How do I spend the last few dollars remaining on my Excellence Prepaid MasterCard
A. Check your balance prior to entering a retail store at or by calling the toll-free number at 1-888-887-6192. Before the merchant handles your transaction, inform them of the card balance and make it known how you will pay for the remaining amount of your purchase.

Please Note: Not all merchants are set up to take two forms of payment for one transaction.

Q. How can I access my card balance via my cell phone?
A. You may sign up for text messaging at . Once you have registered your card, simply text the word “BAL” to 42265. Please note, you will be charged a minimal fee per text message. Please see your Cardholder Agreement for details.

Q. Will I be charged a fee for using my card to make a purchase at a retail location?
A. You will not be assessed a fee for using your card anywhere that MasterCard® debit cards are accepted.

Fees Summary 

How to withdraw cash from your Rewarding Excellence MasterCard 

Q. I had $50 in my account. Why was I unable to withdraw it from the ATM?
A. ATM fees and service fees were deducted from your balance. You should have received a message indicating charges for using that particular ATM. These ATM charges are in addition to the funds you plan to withdraw.

Q. What is ACH?
A. ACH (Automated Clearing House) provides you with the ability to electronically take funds deposited onto your card and move those dollars to a personal bank account. The funds will arrive in your personal bank account 2 to 3 business days after the A $10 ACH Transfer Fee will apply for each ACH transfer. Please see your Cardholder Agreement for complete details.

Q. How is an ACH transfer initiated?
A. You will need to log into and perform a request to authorize and originate the transaction.  A minimum balance of $1,000 will be required before ACH functionality is accessible to the Cardholder.

Q. How do I withdraw cash at an ATM?
A. You will be assessed a Domestic ATM Cash Withdrawal Fee of $2 per automated withdrawal. You may also be assessed a surcharge by the owner of the ATM, which will be included as part of your withdrawal amount. Fees for manual withdrawals at a bank counter may be more than the automated fee. Bank fees vary per ATM/bank and will be disclosed at the time of each transaction. Please refer to the Terms and Conditions enclosed on your card carrier for full disclosure. For fee information, see your Cardholder Agreement for complete details.

Q. How do I use my Rewarding Excellence MasterCard for an over-the counter teller withdrawal?
A. You may also use your Rewarding Excellence MasterCard at a banking institution. This transaction is often referred to as a Cash Advance.  The bank teller will run your card through as credit and no PIN will be required. A $5.00 fee will be assessed for the transaction.  You may withdraw a maximum of $5,000 per day using over the counter teller withdrawal.


Card Fee Summary

Domestic ATM Fees

$2.00 per withdrawal transaction (paid by participant)


$1.00 per balance inquiry (paid by participant)


Plus potential ATM Owner Fees; disclosed on screen of ATM at time of transaction.

Online Balance Inquiry


IVR Balance Inquiry


 ACH Fees

$10.00 per transaction (paid by participant) + $1000 balance required

 Inactivity Fees

$10 per month (paid by participant) kicks-in after 6 months of inactivity

 Initial Card Fee


 Card Loading Fee


Text Message Alert

$0.10 per message (in-bound only)

 At Teller Withdrawal

$5.00 (paid by participant)

 Card Replacement

$10.00 (paid by participant)

 Expedited Card Delivery

$10.00 (paid by participant)

 Check issuance to close account

$15.00 (paid by participant)

 Negative Balance Fee

$10.00 (paid by participant)

 BillPayment via the Card

$1.00 (paid by participant)

 International ATM

$5.00 (paid by participant)

 International ATM Balance Inquiry

$2.00 (paid by participant)

 International Currency Exchange

2% (paid by participant)


Still Have Questions? We’re Here to Help!

Chrysler LLC strives to ensure your rewards experience is as seamless as possible. That’s why there are three convenient ways to contact us regarding the Rewarding Excellence program, your card and account activity.

Go Online.
Visit www.dealerconnect.comand look under the "Sales" tab. Select the Excellence Card line located in the incentive box. Here you will find:

Go to access:

Call Us.
Call 1-888-887-6192 for all of your program needs. 
Here, you can:

A live operator is available to discuss program information Monday through Friday, from 9 a.m. to 9 p.m. EST.

* Information via an Interactive Voice Response (IVR) System is available 24/7 for your convenience. The option to leave the IVR and connect to Program Award Headquarters will be available during the hours specified above. At this time, you may also choose to speak with a live bank representative 24/7, regarding card balance and transactions.

The Excellence Prepaid MasterCard® is issued by The Bancorp Bank pursuant to license from MasterCard International Incorporated. The Bancorp Bank; Member FDIC. MasterCard®and the MasterCard brand mark are registered trademarks of MasterCard International Incorporated.

Rewarding Excellence Program Headquarters
1-888-887-6192, Monday through Friday, 
9 a.m. to 9 p.m. EST