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
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.
Yes! Make sure to have a government issued ID in order to signup for a 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.
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!
The minimum load on your card is $10.00. The maximum load amount is $2,500.00, depending on the method of loading funds. The maximum amount of value that can reside on the Card Account at any time is $10,000.00.
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.
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.
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.
Yes you can. Many retailers will ask you, in addition to the card number and expiration date, for your name and address.
Yes. Your card can be used to reserve and rent a car. Please be aware that the rental car company will place a pre-authorization on your card balance. Discuss this with them and make sure that you have enough money on the card to cover the pre-authorization. Also, when returning the car, you might ask the rental company to charge your card for the exact amount of the rental and release the pre-authorization.
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.
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.
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.
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.
You can report your Fancard Prepaid Mastercard® lost or stolen by contacting Card Services at 1-833-432-6366.
Your personalized card should arrive in the mail 7 – 10 business days after you register to get your Fancard Prepaid Mastercard®.
|Fancard Prepaid Mastercard®||Fee||Details|
|Enrollment Fee||$3.95||Charged on 1st load, replaces first monthly fee|
|Monthly Service Fee||$3.95
|Fees charged 30 days after card issuance and thereafter.
$3.95 with total load of $750 or more
$6.95 with less than $750 in loading
|International Purchase Transaction (using signature or PIN) Fee1||3%||of the transaction amount as a foreign currency conversion fee [Refer to the section titled Transactions made in Foreign Currencies in this Cardholder Agreement for additional information.]|
|ATM Cash Withdrawal (Domestic) Fee2||$2.50 USD||per transaction|
|ATM Cash Withdrawal Intl (International) Fee3||$2.50 USD + 3%||per transaction + 3% foreign currency conversion fee [These two fee types will appear on your statement as one fee item. Refer to the section titled Foreign Transactions in the Cardholder Agreement for additional information.]|
|ATM Balance Inquiry Fee4||$1.00 USD||per transaction|
|ATM Decline||$1.00 USD||per transaction|
|Replacement Card Fee||$3.95 USD||per request (one replacement allowed every 12 months at no cost)|
|Sub-Card Creation Fee||$3.95 USD||per card (first sub-account card at no cost)|
|Expedited Shipping||$30.00||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.|
1May appear as: POS Sign Intl, POS PIN Intl, POS w/ Cash Back Intl, or MOTO Intl
2May appear as: ATM Withdrawal, ATM Cash Withdrawal, ATM Cash W/D, OTC Cash Withdrawal
3May appear as: ATM Cash Withdrawal Intl, ATM W/D Intl, Cash Adv Intl
4May appear as: Balance Inquiry, ATM Balance Inquiry, Balance Inquiry Intl, ATM Balance Inquiry Intl
5May appear as: Card Replacement Fee