A safe, convenient alternative to cash

FAQs

• What is the minimum age to purchase a Reloadable Card?

  You must be 18 years or older and have a United Texas Savings Account to purchase a Prepaid Reloadable Card.

• How do I use the card?

  At a merchant or store, you can use your card with either a signature or PIN-based transaction. There is a daily spend limit of $2,500 for signature transactions and another $2,500 daily limit for PIN transactions.

  For cash withdrawals, you can also use your card at ATMs or financial institutions. If you are purchasing online or over the phone, make sure the billing address you provide matches the one registered to your card.

  All of these options are subject to transaction fees. Please see your Terms and Conditions for a listing of the associated fees.

   

• Where can I use the card?

  Your card may be used anywhere debit cards are accepted worldwide. The brand marks on your card indicate where the card is accepted and typically will be displayed on the merchant’s store front or on the ATM machines. Your card can also be used for online and telephone purchases.

• Can I use my card at restaurants, hotels and car-rental agencies?

  Yes, but keep in mind many service-oriented merchants automatically factor in an additional percentage to cover any gratuity you may leave or incidental charge you may incur.

  When using your card at restaurants, it’s best to have an available balance that is 20 percent greater than your bill, and when using your card at hotels and car-rental agencies, check with the merchant to find out how much, if any, they over-authorize their transactions.

• Can I use my card to pay at the pump at gas stations?

  Yes, however, an authorization of at least $75 may be held on your account. This authorization may not be removed from your account for several days. To avoid this over-authorization, simply pay for your gas inside the service station.

• How do I set up the PIN?

  Simply call the customer service number on the back of your card to set your PIN. Keep in mind, it may take a little time for our system to register your new number. If you have trouble using your PIN, you may have to set up your phone passcode, rather than your PIN. Call back to customer service to make sure your PIN was set correctly.

• How do I change the PIN?

  Call the customer service number on the back of your card and the automated system will provide easy instructions on how to change your PIN.

• What if I forget my PIN?

  No worries. You can reset your PIN by calling the customer service number on the back of your card. You will need to speak with a live agent who will ask a few questions to verify your identity and walk you through resetting your PIN.

• What is the phone passcode?

  The first time you call the customer service number on the back of your card, you’ll be prompted to set up a phone passcode. This is a security code that is requested to help verify your identity whenever you call the automated customer service system.

• Is there a limit to the total number of times I can reload this card?

  Your initial, instant issue card can only be reloaded once. After that, you will receive a personalized card from us to use for future reloads. You have unlimited reloads on your personalized card.

• How do I add funds to my card?

  Your card is reloadable for the life of the card and you can reload up to two times per day.

  • Direct deposit: click the “Direct Deposit” tab to retrieve your routing and account number to provide to your employer or funds provider
  • In-branch or office: visit the institution where your card was purchased and load funds in-person
  • Online: reload anytime, anywhere with your debit or credit card via MyPrepaidBalance.com
  • Western Union locations: find participating U.S. locations by visiting WesternUnion.com
• How do I "Reload by Credit Card"?

  In your MyPrepaidBalance.com account, select to “Add Money” by “Reload with Credit Card”. The billing address on your debit or credit funding card must match the registered address of your prepaid card.

• Do you have limits on the amount I can load to the card?

  Yes, you may load any amount between $20 and $3,000.

• How do I get cash from my card?

  You can withdraw cash from terminals carrying the Mastercard brand mark. All you need to do is select “Checking” from the withdrawal options.

  Some merchants also offer cashback at the point of sale – you can use your PIN to take advantage of this option. Or if your bank or credit union of choice is nearby, feel free to withdraw cash there.

  All of these options are subject to transaction fees. Please reference your Terms and Conditions for the associated fees.

   

• Is there a limit to the amount of cash I can withdraw or advance?

  You can get up to $500 or three withdrawals per day from an ATM or over-the-counter transaction. Also, the total daily cash access limit is $1,000 per day via either method.

• Where can I find my balance or transaction history?

  You can get your card balance and a list of all your transactions by logging into MyPrepaidBalance.com  or by calling the customer service phone number on the back of your card.

   

• Can I use the card in a foreign country?

  Yes, your card can be used domestically or internationally^*. Your card will be accepted worldwide, excluding current OFAC-sanctioned or prohibited countries. The official list of these countries can be found at MyPrepaidBalance.com/ProhibitedCountries.

  *Foreign transaction fees apply – see Cardholder Agreement for details.

   

• Are there any fees associated with the card?

  The purchase fee is $5.50 per card. There are also a few other fees to keep in mind. Take a look at the Terms and Conditions that you received with your card for the associated fees. If you have any questions about fees, feel free to call the customer service number on the back of your card.

• Can I still make a purchase if I don't have enough funds on my card?

  Yes, it’s possible but only if the merchant allows split-tender transactions (see “What is a split-tender transaction and how does it work?”)

• What's a Pending Transaction?

  These transactions are reflected in your available balance but won’t be finalized until posted by the merchant. The amount listed may not be the actual final amount.

• What is a split-tender transaction and how does it work?

  Sometimes your purchase is for a greater amount than what’s on your card. And since you can only spend what you load, you will need to split the payment across multiple methods.

  Depending on the merchant’s policy, you can request a split-tender transaction – just use an additional card or alternative payment method to cover the remaining cost of the purchase beyond your card’s balance. Keep in mind, some merchants may only allow you to do this if the second method of payment is cash or a check.

  Also, online and most mail-order merchants do not permit split-tender transactions. There is no guarantee that every merchant will accept two forms of payment, such as two prepaid cards.

• What happens if my card is declined at the point-of-sale?

  When making a purchase in-person, the merchant may have attempted to process the purchase for a greater amount than what is available on the card. If this happens, ask the merchant to split the payment across multiple methods.

  You can only spend what you load on your card – any amounts beyond that will cause a decline. You also may have selected “gift” instead of “credit” or “debit” to run the transaction (see “How do I use my card?”).

• What if my card is lost or stolen?

  No worries. If your card has been lost or stolen^*, call 1-866-496-6183. A live agent will walk you through obtaining a replacement card. Keep in mind, there will be a $5 fee assessed to your card balance to replace your card. It may take up to 10 business days to receive your replacement card.

  *Cards are insured.

   

• What can I do if there is fraud on my card?

  Let us know! If you notice transactions on your account that you have not made, call the customer service number on the back of your card immediately. A live agent will follow a standard dispute process to investigate the fraudulent transactions and help remedy the situation.