Frequently Asked Questions About Your Visa® Prepaid Card

Q. Is my card the same as a credit card? 
A. No, your card is not a credit card. You can only spend the amount of funds that are available on the card. 

Q. How do I activate my card? 
You will need to activate your card prior to using it. Please call the toll-free number on the back of the card to access the automated service and follow the prompts. The system will acknowledge when your card is activated and ready for use. 

Q. Where can I use my card? 
A. Your card can be used to make purchases anywhere Visa debit cards are accepted as long as you do not exceed the available balance on the card. 

Q. How do I add funds to my card? 
A. Visit any branch location of the bank where the card was purchased, setup direct deposit or load cash via participating Green Dot® MoneyPak®, MoneyGram® and ReadyLink locations . These locations can be found after logging in to 

Q. Are there fees associated with my card? 
A. Yes, please refer to the Cardholder Agreement located at for all applicable fees. 

Q. Will I be assessed a fee for using my card at participating merchants? 
A. While there are no per transaction fees associated with using the card to make domestic purchases, if you obtain funds or make a purchase in a currency other than U.S. dollars, a currency conversion fee (SVC CHG INTRNTL TRAN) of 2% of the transaction amount (per transaction) will apply.

Q. Will I be assessed a fee for withdrawing cash at an ATM? 
A. Yes, you will be charged an ATM Withdrawal Fee (SVC CHG ATM WITHDRAW or SVC CHG ATM WITHDRAW INTERNATIONAL) of $2.00 for ATM withdrawals. Additional fees may be assessed by the owner/operator of the ATM. Please see the Cardholder Agreement for any other applicable fees. 

Q. Can I make purchases on the Internet with my card? 
A. Yes, you can make purchases on the Internet with your card up to the amount of available funds on the card. 

Q. How do I know what I have spent or have available? 
A. You can get your balance anytime by accessing or by calling the number on the back of your card. 

Q. What if I have a question or problem – such as the card not working or being lost or stolen? 
A. Call 1-866-208-3438 at any time and follow the instructions. You may also choose to speak with a customer service representative.  A Customer Service Live Agent Fee (SVC CHG VRU OPT OUT) may apply, see Cardholder Agreement for a full list of fees at

Q. How can I check the available balance on my card? 
A. Your available balance can be obtained at no cost by logging into You may also call the number on the back of your card to obtain your balance through the automated system. A Voice Response Unit (VRU) Balance Inquiry Fee (SVC CHG VRU BAL INQ) may apply, see Cardholder Agreement for a full list of fees at 

Q. How can I track my spending? 
A. You can track your spending in two ways. You can log in to the website or call the toll-free number on the back of your card. 

Q. How do I change my PIN? 
A. Access and login with your card number and PIN. The system will allow you to change your PIN. 

Q. Can I use my card to make a purchase that is larger than the balance on my card? 
A. You can utilize the remaining balance on your card towards a purchase and pay the difference with another form of payment. Always check the balance of your card before making a purchase and check with the merchant to make sure they can split the payment if there are not enough funds on the card. Not all merchants accept split transactions. 

Q. May I let someone use my card? 
A. If you permit another person to have access to the card or card number, we will treat this as if you have authorized such use and you will be liable for all transactions and fees incurred by anyone you have permitted to use the card.  To view the Cardholder Agreement, visit

Q. Can my card be replaced if it is lost or stolen? 
A. Yes, if you need to replace your personalized card for any reason, including if your card has been lost or stolen or damaged, you may do so by calling 1-866-208-3438 as soon as you can.  Instant issue cards can only be replaced by visiting a branch location belonging to bank that provided your card. There is a fee associated with replacing or reissuing the card of $5.00 per card (SVC CHG REISSUE CARD or SVC CHG REPLACE CARD).

The Visa Prepaid Card is issued by The Bancorp Bank pursuant to a license from Visa U.S.A. Inc. The Bancorp Bank; Member FDIC.