Frequently Asked Questions

1. What is a prepaid card account?

A prepaid card is a payment and cash access product. Funds must be loaded to the prepaid card account, and the balance is equal to funds loaded to the card minus fees and purchases, ATM transactions, pending authorizations and other debits you authorize to the prepaid card account. The FanCard Prepaid Mastercard® can be used for purchases at millions of locations anywhere Debit Mastercard® cards are accepted. The card can also be used at more than one million ATM’s worldwide.

2. Can I get the Fancard Prepaid Mastercard if I am not a US citizen?

Yes. We require a valid unexpired form of US Government issued photo-ID (Passport, Driver’s license or State issued id; Military id, Mexican Matricula Consular card, current permanent resident alien id card). In addition, you will need to provide your name, date of birth, and proof of a valid US physical address (Social Security Card or Individual Taxpayer Identification Number ITIN).

3. Why do I need to register the card?

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.

4. How do I load money onto the prepaid card?

You can load cash onto your card at any Green Dot®-agent retail reload location. The Green Dot agent store locator can be found at You can load money onto your card by using direct deposit of your paycheck or federal/state benefits. For directions on direct deposit please login to the cardholder portal at and select direct deposit on the Card Account Info tab or call customer service.

5. What is the maximum/minimum that I can load onto my prepaid card account?

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 $5,000.00.

6. How do I use my card 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.

7. 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.

8. How do I change my PIN?

What happens if I forget it? You can change your PIN by accessing our website and selecting the “Manage PIN” function or calling the Interactive Voice Response number at 855-687-2114. If you forget your PIN, customer service can also help change your PIN.

9. Can I use my card 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.

10. Can I use my card to rent a car?

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.

11. Can I purchase gas at the pump with my prepaid card?

Yes. Please be aware that the gas station will pre-authorize the card for an amount ranging from $50 to $100. 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.

12. 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 our web site and contact the merchant if the pre-authorization or hold is not released.

13. How do I share money with my prepaid card?

Funds can be shared between two registered FanCard Prepaid MasterCard s by using the “Money Share” option on after logging in with your account information or by calling Card Services at 855-687-2114. Share with friends, family, or even co-workers!

14. How do I check my balance?

You can check your balance by visiting our web site or by calling our Interactive Voice Response line at 855-687-2114. You will need to know your prepaid card number and your PIN to check your balance at our web site and on the Interactive Voice Response.

15. How do I report my Fancard Prepaid Mastercard as stolen?

You can report your FanCard Prepaid Mastercard Prepaid Card lost or stolen by contacting Card Services at 855-687-2114.

16. When will I receive my personalized Fancard Prepaid Mastercard ?

Your personalized card will arrive in the mail 7 – 10 business days after you register your instant issue card.

17. Are there fees associated with the card?

Specific card fees can be found by clicking the cardholder agreement link found at

18. How do I close my card?

You can close your card by contacting Card Services at 855-687-2114 and requesting a card close. You will receive a check in the mail for the available balance on the card at the time of close.