Below are short articles to some of the most popular questions our customers have. If you cannot find your question or a suitable answer here, please scroll down to find our customer service information.
FREQUENTLY ASKED QUESTIONS
Basics
What is Fancards?
University Fancards is the nation’s leading provider of collegiately licensed prepaid products. We create new ways for fans to pay with team pride through a fintech-focused approach built for college sports fans. We offer fans the ability to purchase a Gift Mastercard or Prepaid Debit Mastercard featuring your favorite college team.
What is a Prepaid Card Account?
A prepaid card is a payment and cash access product that is used like a debit card. It is not linked to a checking account. Instead, you can only spend the money you loaded onto the prepaid card in advance.
What is the difference between a Gift Card and a Reloadable Card?
You can use either card type anywhere Mastercard is accepted in stores or online. However, a gift card is only loaded once. Once the funds on a gift card are spent, you can no longer use that specific card. On the other hand, a reloadable card is usable as long as the cardholder loads funds on the card through the available methods including direct deposit, cash load, and more.
Can I get a Fancard Prepaid Mastercard® if I am not a US Citizen?
Yes! Make sure to have a government issued ID in order to signup for a Fancard.
Why do I need to register the Fancard?
The United States government and our issuing bank require that each customer provide their name, address, contact information, date of birth, and one form of government issued identification to take full advantage of the card. Registering the card also helps us with serving you as our customer, and in replacing the card if it is lost or stolen.
Can I use my Fancard to Shop Online?
Yes you can. Many retailers will ask you, in addition to the card number and expiration date, for your name and address.
Can I purchase gas at the pump with a prepaid card?
Yes. Please be aware that the gas station will place a pre-authorization on your card balance. Please make sure that you have enough money on the card to cover the pre-authorization. Once you are finished at the pump, you can also request that the merchant charge the card for the exact amount and release the pre-authorization.
Can I use my Prepaid Card for travel (flights, hotels, rental cars)?
Yes. Please take a look at our helpdesk article for more information on using your Fancard for travel.
When will I receive my personalized Fancard Prepaid Mastercard® ?
Your personalized card should arrive in the mail 7 – 10 business days after you register to get your Fancard Prepaid Mastercard®.
Are there fees associated with a Fancard?
List of all fees for Fancard Prepaid Mastercard®
| Fees & Description Online / Statement | Fee Amount | Details |
|---|---|---|
| Enrollment Fee | $3.95 | This fee is charged on the first load and replaces the first monthly fee. |
| Monthly Fee | $6.95 | A $6.95 fee is charged, to accounts with less than $750 in loads in the previous calendar month. This monthly fee is $3.95 when the loads are $750 or more during the previous calendar month. This fee is charged on the 2nd of the calendar month following the month card enrollment is completed and on the same day each month thereafter. |
| Fees & Description Online / Statement | Fee Amount | Details |
|---|---|---|
| Cash Reload This fee will not be itemized on your statement | $5.95 | Fees up to $5.95 may apply when reloading your card at aGreenDot® and Mastercard® rePower location. This fee is subject to change. We will not charge you a fee. |
| Mobile Check Deposit This fee will not be itemized on your statement | 5% of the check's face value | This is not our fee. This is a third-party fee charged when you deposit using the mobile check deposit service when logged into your card account via the mobile application. The rate may vary from 1% to 5%, however, there is a $5.00 minimum fee. The fee is charged for immediate availability. There is no fee for standard availability which is 10 days. Please see www.ingomoney.com/small-business-faq to find exact fees for a check deposit to your card. These fees are subject to change by the third-party. |
| Fees & Description Online / Statement | Fee Amount | Details |
|---|---|---|
| ATM Withdrawal Cash Withdrawal Fee | $2.50 | This is our fee for ATM withdrawals in the U.S. The ATM operator may also charge you a fee, even if you do not complete a transaction. You can request cash back by selecting “Debit” and entering your PIN when making a purchase at a retail location |
| Over-the-Counter Withdrawal Cash Withdrawal Fee | $2.50 | This is our fee for “Over-the-Counter” (OTC) cash withdrawals at financial institutions or retailers in the U.S who offer this service. The OTC location may also charge you a fee. |
| ATM Withdrawal - Decline Cash Withdrawal Decline Fee | $1.00 | This is our fee when you unsuccessfully attempt an ATM withdrawal due to an insufficient balance. The ATM operator may also charge you a fee, even if you do not successfully complete the transaction. You can avoid this fee by checking your balance using our automated phone service at 1-833-432-6366 or visiting us online at www.myfancard.com. |
| Over-the-Counter Withdrawal - Decline Cash Withdrawal Decline Fee | $1.00 | This is our fee when you unsuccessfully attempt an “Over-the-Counter” (OTC) cash withdrawal due to an insufficient balance. You can avoid this fee by checking your balance using our automated phone service at 1-833-432-6366 or visiting us online at www.myfancard.com.The OTC location may also charge you a fee. |
| Fees & Description Online / Statement | Fee Amount | Details |
|---|---|---|
| ATM Balance Inquiry ATM Balance Inquiry Fee | $1.00 | This is our fee. The ATM operator may also charge you a fee, even if you do not successfully complete the inquiry. You can avoid this fee by checking your balance using our automated phone service at 1-833-432-6366 or visiting us online at www.myfancard.com. |
| Fees & Description Online / Statement | Fee Amount | Details |
|---|---|---|
| International POS Purchase (Signature or PIN) International Purchase Fee | 3% | This is the percentage of the total US dollar purchase amount you will be charged for any international purchase. |
| International ATM Withdrawal International Cash Withdrawal Fee | $2.50 + 3% | This percentage and flat fee is our fee for international ATM withdrawals. The ATM operator may also charge you a fee even if the transaction is not completed. |
| International Over-the-Counter Withdrawal International Cash Withdrawal Fee | $2.50 + 3% | This percentage and flat fee is our fee for international “Over-the-Counter” (OTC) withdrawals at non-U.S. financial institutions or retailers who offer this service. The OTC location may also charge you a fee. |
| International ATM Balance Inquiry ATM Balance Inquiry Fee | $1.00 | This is our fee. The international ATM operator may also charge you a fee, even if you do not successfully complete the inquiry. You can avoid this fee by checking your balance online at www.myfancard.com. |
| Fees & Description Online / Statement | Fee Amount | Details |
|---|---|---|
| Replacement Card Reissue Card Fee | $3.95 | This is our fee assessed each time you request a replacement card prior to the expiration/valid thru date displayed on the front of the card. You are allowed one replacement card every 12 months at no cost. This fee will not be charged if you have reported unauthorized transactions on the card being replaced. |
| Expedited Shipping Expedited Shipping Fee | $30.00 | This fee is charged to expedite any card order. The card will arrive in approximately “2-5” business days. This fee can be avoided by not requesting expedited shipping. |
| Sub-Card Creation Sub-Card Fee | $3.95 | This is our one-time fee for a sub-account card. You are allowed one sub-account card at no cost. |
Your funds are eligible for FDIC insurance. Your funds will be held at or transferred to Sunrise Banks N.A., an FDIC-insured institution. Once there, your funds are insured up to $250,000 by the FDIC in the event the Bank fails, if specific deposit insurance requirements are met and we have been able to verify your identity. See fdic.gov/deposit/deposits/prepaid.html for details.
No overdraft/credit feature.
Contact us by calling 1-833-432-6366, by mail at FanCards, P.O. Box 700172, San Antonio, TX, 78270, or visit myfancard.com.
For general information about prepaid accounts, visit cfpb.gov/prepaid.
If you have a complaint about a prepaid account, call the Consumer Financial Protection Bureau at 1-855-411-2372 or visit cfpb.gov/complaint.
Tutorials
How do I load funds onto my Fancard?
Direct deposit your paycheck, federal/state benefits, and more. For directions on direct deposit please login to your account and select direct deposit under the Load section or call customer service. Or you can load cash onto your card at any Reload @ the Register™ locations. For more ways to load your Fancard, check out our help article here!
What is the maximum / minimum that I can load onto my Fancard Account?
The minimum load on your card is $10.00. The maximum load amount is between $1,000 and $9,999, depending on the method of loading funds. The maximum amount of value that can reside on the Card Account at any time is $9,999.00. For more information on load limits, click here.
How do I use my Fancard at an ATM?
Your prepaid card may be used to withdraw cash at more than one million ATM’s worldwide. You will need your card and your PIN (personal identification number) to use your card at an ATM. Your PIN will be set when you activate your card account.
How do I transfer funds with my Fancard Prepaid Mastercard®?
Funds can be transferred between two registered Fancard Prepaid Mastercard®s by first signing into your account. Click “Send Funds” under the Withdraw Section. You’ll then be able to search for another Fancard member by typing in their username, email, or phone number.
How do I check my balance?
You can check your balance by visiting your account online or by calling our Interactive Voice Response line at 1-833-432-6366. You will need to know your prepaid card number and your PIN to check your balance on the Interactive Voice Response.
Can I overdraft my Reloadable Card?
No. You can only spend up to your current account balance.
How do I contact Customer Service?
We have live chat available during normal business hours, or you may call 1-833-432-6366 to speak to a representative, or email customer support at cs@myfancard.com
How do I pay bills with my Reloadable Card?
Use your reloadable card anywhere Mastercard is accepted. If the bill collector accepts Mastercard for payments, then use your 16-digit card number, expiration date, and CVV number as you would any other Mastercard. Just be sure you’re aware of any automatic drafts you have enrolled the card into and have the funds you need available in your account.
How do I set up Direct Deposit for my Tax Refund and/or Government Benefits?
Visit our Direct Deposit page for more on how to locate your account and routing number to receive your tax refund and other government benefits, HERE.
Security
What is my PIN and what is it used for?
A PIN is a 4 digit numeric code used to identify and authenticate you as the cardholder. You will receive your PIN when you activate your card. Please remember this number, and do not, for any reason, share it with anyone. Please note as well that we will never ask you for your PIN if you call us for customer service.
How do I change my PIN?
What happens if I forget it? You can change your PIN by logging into your account and selecting the “Change PIN” text in the Account section or calling the Interactive Voice Response number at 1-833-432-6366. If you forget your PIN, customer service can also help change your PIN.
What are Pre-Authorizations and Holds on my Account?
In situations where the exact fee for a service or good is unknown until after the service/good has been received, the merchant may apply a pre-authorization for a specific dollar amount. Examples include car rentals, hotels, restaurants, salons, airline tickets and gas stations. Pre-authorizations are used to reserve a certain amount from your card to make sure that money is available to complete the transaction once the final amount is known. Pre-authorization charges are usually reversed in 7 to 10 business days once the actual charge is applied to the card.
A hold is an authorization on your account that has not yet been collected by the merchant. The funds are in a hold status because the merchant has been authorized to collect those funds. The Balance is the amount of funds available on the card after pre-authorizations and holds are deducted. After login, the Card Account Details include the Holds and Balance on the account. We advise all cardholders with pre-authorizations or holds to check their balance via your account and contact the merchant if the pre-authorization or hold is not released.
How do I report my Fancard Prepaid Mastercard® stolen?
You can report your Fancard Prepaid Mastercard® lost or stolen by contacting Card Services at 1-833-432-6366.
How do I close my Fancard?
You can close your card by contacting Card Services at 1-833-432-6366 and requesting a card close or emailing us at cs@myfancard.com. You will receive a check in the mail for the available balance on the card at the time of close.
