Frequently Asked Questions

Top FAQs

Is there a fee to order a card?

Yes, there is a fee of $5.95 to order a card that is taken out of your first card load. This includes in-branch and personalized card.

Can I use my phone to manage my account?

Yes, this program has a feature-rich mobile app available for iPhone and Android. Instantly view your balance, recent transactions, rewards points, find ATMs and reload locations near you, and even load funds with a check directly within the app.

Are there any overdraft or NSF fees?

No. A prepaid account is designed to protect you from overdraft fees and NSF fees. Instead, if there is not enough balance to cover a charge, we will decline the charge and send you an alert to tell you that the charge was declined, and we will show you your available balance in the alert.

How do I best secure my account from unauthorized access?

We want you and your money to be secure. To that end, we recommend the following steps:
  1. Download the mobile app, and enroll in alerts, so that you are alerted immediately when the card is used.
  2. Sign the back of the card immediately.
  3. If you know you left your card somewhere – no problem. Just log into the mobile app, select "Account settings" and then click on "Suspend activity on card". Once you have your card in your possession again, simply unsuspend the account from the mobile app.
  4. Check the "Security" section of this FAQ document for more information and helpful tips.

Am I liable for unauthorized transactions?

As long as you promptly report a lost or stolen card to our Customer Service department, you will not be responsible for unauthorized transactions*. The MasterCard Zero Liability policy1 and the Visa Zero Liability policy2 can also give you peace of mind knowing that you will not be held liable for "unauthorized transactions."

1 - As a MasterCard cardholder, you will not be held responsible for unauthorized transactions if you have used reasonable care in protecting your card from loss or theft and you have promptly reported to us when you knew that your card was lost or stolen. Conditions and exceptions apply – see Cardholder Agreement.

2 - Visa's Zero Liability Policy covers U.S.- issued cards and does not apply to certain commercial card transactions, or any transactions not processed by Visa. You must notify your financial institution immediately of any unauthorized use. See Cardholder Agreement for details.

When will my direct deposit be available in my account?

You'll have access to your money as soon as the funds are electronically deposited to your account. Funds availability is subject to timing of payer's funding. If you have arranged to have direct deposits made to your account, you may review your Online Transaction History, visit the mobile app, or call the Customer Service number to verify that each deposit has been made.

What happens if I need to replace my card?

If your card is lost or stolen, use your mobile app to report the card lost or stolen. To do this, from the main menu, select "Account settings" and then click on "Report card as lost/stolen". If you cannot access your mobile app, contact Customer Support immediately at the number on the back of your card and we'll send a replacement card to you. A replacement card fee may apply, see your Cardholder Agreement for details. Your money will automatically be transferred to your new card.

I know I have money in my account, so why was my card declined?

The only funds able to be used for authorization must be in the Spending Purse. The funds set aside in any of the other purses can only be used for purchases if and when you move those funds to the spending purse.

Some merchants, will preauthorize or "hold" an amount that is higher than the actual purchase price, this is especially true in transactions in which the final transaction amount is unknown until after the authorization is requested (for example to account for tips at restaurants, post check-out charges at hotels, or the actual amount of fuel dispensed at gas stations). Your preauthorization transactions will appear along with all other transactions on our mobile app or on the website. When the merchant has completed the transaction, which may be several days later, the actual amount applied will be updated to reflect the final transaction amount. Please refer to your Cardholder Agreement to learn more about preauthorization.

How do I dispute a charge?

First, verify that the charge was unauthorized. Find the transaction in your transaction history on the mobile app, and click to view the transaction details. You have the option of disputing a transaction through the mobile app or by calling the phone number on the back of your card or listed on the website. Once you have been transferred to our dispute department the below information will be needed for the dispute:
  • Your name and account number
  • Why you are disputing the charge
  • The amount of the charge you are disputing
  • The date (or approximate date) the error occurred
Please sign and mail or fax your request along with any supporting documentation such as copies of receipts, invoices, etc. to:

Cardholder Services
P.O. Box 7235
Sioux Falls, SD 57117-7235

Or Fax - 954-377-0072

During sign-up, will you check my credit?

We do not conduct a credit check because this is not a credit card. However, to help the government fight the funding of terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who signs up for an account. What this means for you: When you open an account, we will ask for your name, address, date of birth, and other information that will allow us to identify you. We may also ask to see a copy of your driver's license or other identifying documents.

How can I check my balance?

You can check your available balance for spending as well as funds set aside in other purses by logging into your mobile app, by logging into the website from any device or by calling the number on the back of your card. You can also check your available balance for spending by doing a balance inquiry at an ATM or, once you have activated your text alerts, by using the "BAL" keyword text option.

How do I contact Customer Support?

The best way to get support is through your mobile app. You can receive your balance, transaction history and other account details, change an address, update your phone number, dispute unauthorized charges, report a card lost or stolen, ask for a replacement card, order a secondary card for another accountholder, pay bills, cash checks and load the funds to your account, get payroll direct deposit information, manage account alerts, reset a lost password, etc., all through the mobile app. In addition, you can often resolve technical issues with the mobile app by simply updating it with the latest version from the app store. If you do need to call our customer service department, you can contact us to receive your account information 7 days per

Prepaid Cards

What is a prepaid card?

A prepaid card is similar to a bank debit card. With a prepaid card, you're in control of your available balance because you control how much money is added to the card. Once you load your card with funds, you can start using it immediately to make purchases both online and in-store.

If you have a MasterCard, you can use your card everywhere Debit MasterCard is accepted, including online and in-store, and take out cash from your account at any time from ATMs worldwide. Limitations apply, see Cardholder Agreement for details.

If you have a Visa, you can use your card everywhere Visa debit cards are accepted, including online and in-store, and you can take out cash from your account at any time from ATMs worldwide. Limitations apply, see Cardholder Agreement for details.

Are the cards reloadable?

Yes. See Add Money for all of the ways you can load and reload your card.

Where can I use my card?

Prepaid MasterCard cards can be used everywhere Debit MasterCard is accepted, online and in-store.

Prepaid Visa cards can be used everywhere Visa debit cards are accepted, online and in-store.

Signing Up for an Account

How do I sign up for an account?

Complete the online sign up form. There is no credit check3 and your application is approved in seconds with verified ID4. You can also visit your local branch and sign up.

3 - This is not a credit card.

4 - IMPORTANT INFORMATION ABOUT PROCEDURES FOR OPENING A NEW ACCOUNT: To help the government fight the funding of terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens an account. What this means for you: When you open an account, we will ask for your name, address, date of birth and other information that will allow us to identify you. We may also ask to see a copy of your driver's license or other identifying documents.

How old do I need to be to sign up for an account?

You must be 18 to apply.

Why do you need my Social Security number?

We request your Social Security number to verify your identity in order to comply with the USA PATRIOT Act5. We take the privacy and security of your personal information very seriously.

5 - IMPORTANT INFORMATION ABOUT PROCEDURES FOR OPENING A NEW ACCOUNT: To help the government fight the funding of terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens an Account. What this means for you: When you open an Account, we will ask for your name, address, date of birth, and other information that will allow us to identify you. We may also ask to see a copy of your driver's license or other identifying documents.

What if I have bad credit or no credit?

Not a problem! This is not a credit card, so there is no credit check. You are using your own money at all times.

How long does it take to get my card?

Upon successful ID verification, you should receive your card within 7-10 business days. Be sure to check your spam folder as you may have received an email asking for more information so that we can successfully verify your identity. You will not be able to load funds to your account until your ID had been verified.

If you haven't received your card after 10 business days, log in to your account online or log in to your mobile app and call the Customer Support number provided. If you received a card inside the branch, once you make two deposits to your account, an automatic order will be placed to receive your personalized card in the mail, typically within 7-10 business days.

Once I order a card, when can I use it?

You should receive your card within 7-10 business days. Once you successfully activate your card and load funds to your card account, you may use it immediately

Using Your Card

Once I receive my card, how do I get started?

First, you'll need to activate your card and receive your PIN. Then download the mobile app so you have access on the go, and finally load funds so you have money to spend.

If you have a MasterCard, you can then use it everywhere Debit MasterCard is accepted, online and in-store.

If you have a Visa card, you can use it everywhere Visa debit cards are accepted, online and in-store.

How do I activate my card?

The fastest way to activate your card is to download the mobile app, log in, and follow the prompts to activate your card. Alternatively, you can activate by calling the number on the back of your card or online using the username and password you signed up with (If you received your card in the branch, you will need to register your card in order to get online access to your account).

Is there a limit on how much I can load onto my card?

Yes. Our limits are available in your Cardholder Agreement. Please log in to your account to view your Cardholder Agreement.

Do I need to have a minimum balance?

There is no minimum balance. Please refer to your Terms & Conditions to see your maximum balance. Please note that if you card has a zero balance for a specific period, your card will be automatically closed. Please refer to your Cardholder Agreement as to the specific amount of time you can go with a zero balance.

What is the maximum amount I can spend each day?

This varies by transaction. Please login to view your spending limits in your Cardholder Agreement.

What if I spend more than I put on my card?

If you attempt to make a purchase with an insufficient balance, the transaction may be rejected. You will not incur overdraft or purchase transaction fees when this happens; however, if the transaction is approved, you are responsible for any amount that is over your available balance. The merchant may ask for a second form of payment for the difference.

You can check your available balance for spending as well as funds set aside in other purses by logging into your mobile app, by logging into the website from any device or by calling the number on the back of your card. You can check your balance available for spending by doing a balance inquiry at an ATM or, once you have activated your text alerts, you can check your total balance (sum of all purses) by using the "BAL" keyword text option.

Managing Your Account

How do I close my account?

You can close your account by contacting the phone number on the back of your card and requesting that your account be closed. Please note that the call center cannot remove funds from your card and your card should have a zero balance. If you wish to close a card with a balance on it, please move all funds from your savings purses to your spending account and visit your nearest ATM to cash out the spending balance. You can then close your account.

How do I subscribe or unsubscribe from text alerts?**

Log in to your account and click on "Alerts". From there, you can personalize which text alerts you would like to receive.

**Standard text messaging rates from your wireless service provider may apply.

How do I change my address?

You can change your address by going to the Account Settings page and editing your contact information directly. You will not be able to make any changes to your address for the first 30 days after registration.

What is my PIN and what is it used for?

A PIN (Personal Identification Number) is a 4-digit numeric code used to identify and authenticate yourself at an ATM or for any PIN-based purchase.

You will receive a PIN when you activate your card. Please remember this number, and do not, for any reason, share it with anyone. Please note that we will never ask you for your PIN.

How do I change my PIN?

You can change your PIN by logging in to your account via the mobile app or online, and going to your account settings page. You can also call the number on the back of your card and change it over the phone. If you have a chip enabled card, the PIN cannot be changed.

Direct Deposits

Why should I set up Direct Deposit?

Enrolling in direct deposit is the most convenient way to reload your card, because all (or part) of your pay or federal or state benefits checks can be automatically deposited onto your card - easily and automatically. No more going to the bank to cash your check. Get immediate access to your paycheck with your card.

How do I set up Direct Deposit?

To enroll in Direct Deposit, you will need to provide your employer or payer with the direct deposit enrollment form available by accessing your online account under "FUNDS" and then "Direct Deposit" (your employer may request that you fill out an alternate form).

Employer Paycheck: Automatically deposit all (or part) of your paycheck directly into your account. You will need to give your employer a bank routing number and your account number (you can find this information on the website under "Funds" when logged in).

Government Benefits: If you are receiving government benefits, you can have them automatically deposited into your account. You will need to give your benefits provider a bank routing number and your account number (you can find this information on the website under "Funds" when logged in).

How do I find my routing number and account number?

You can find your account information under "Funds", then "Direct Deposit" on the website when logged in or on your card carrier you received in the mail.

How do I change the amount that I Direct Deposit to my card?

Please contact your employer or government benefits provider for guidance on how to change your Direct Deposit amounts.

When will my Direct Deposit be available in my account?

Funds transferred via direct deposit will generally be available on the day we receive the transfer. If you have arranged to have direct deposits made to the account, you may review your Online Transaction History, visit the mobile app., or call the Customer Service number to verify that each deposit has been made.

Tax Refunds

How do I file my taxes and direct deposit my refund onto my card?

Just enter your routing and account numbers in the Refund section when prompted on the tax form and check the box next to "Checking". You can find your account information under "Funds", then "Direct Deposit" on the website when logged in or on your card carrier you received in the mail. Note: If you are filing jointly, the social security number and name used on the return must match the social security number and name on your prepaid account. To learn more about filing your taxes, please contact a qualified tax advisor.

What are the benefits to getting my tax refund direct deposited on my card?

When you choose Direct Deposit, you won't need to wait for a paper check to be printed and mailed to you, which you would then need to cash.

How long does it take to get my tax refund?

Please see the IRS website for the most current information.

What is the status of my tax refund?

You can check your refund status on the IRS website. You'll have access to your money as soon as the funds are electronically deposited to your card.

Can I deposit a joint tax return?

Yes, cardholders can deposit a joint tax return to their account. The Social Security number and name on the account MUST match one of the Social Security numbers and names on the tax return, otherwise, the deposit will be rejected.

Loading Options / Instructions / Issues

What is the minimum and maximum amount I can load onto my card?

Please login and refer to your Cardholder Agreement to see your loading limits.

How do I add money to/load my card?

There are many convenient ways to add money to your card:
  • Direct Deposit: Log in to your account and click "FUNDS" and then select Direct Deposit. Print the form and give it to your employer or payer.
  • Load Cash: To add cash to your prepaid card account, walk into your local branch or visit a retailer offering MoneyGram® Prepaid Card Load/Reload, VISA® Readylink or MasterCard RePower®***.
  • From your Account: Transfer funds directly from your checking or savings account to your card. Log in to your account and select "FUNDS" then "Add Funding Account." Enter your checking or savings account information to initiate the account validation process. You can also visit your bank's online website and request that the bank initiate a transfer from your bank account to your prepaid card using the routing number and account number (you can find this information on the website under "Funds" and then "Direct Deposit" when logged in) associated with your prepaid card. Once validated, you'll be able to easily move funds to your card.
    ***Reload fees and limits may vary by merchant. See your Fee Schedule and Transaction Limit Schedule for more information.
  • Check Deposit: Use the mobile app to take a picture of your check and load to your account.
  • Tax Refunds: Get your tax refund faster than a paper check when you direct deposit your refund onto your card.

How do I set up account to card transfers from the website or mobile app?

Log into your account and go to "Funds" and then "Manage funding accounts." Click the link to add a funding account and follow the prompts to add your bank account information.

Within 2-3 business days, your bank account will receive two small deposits and reversals to your account. You will need to know these amounts when you continue to validate your funding account online. View these transactions by logging into your bank account and locating the two small deposits and writing them down.

Log back into your prepaid account and navigate to where you added your funding account. From there, validate your account by entering the two deposit amounts from your bank. You will now be able to transfer funds to your card from your bank account!

How can I reload my card in person?

To add cash to your prepaid card account, walk into your local branch or visit a retailer offering MoneyGram® Prepaid Card Load/Reload, VISA®Readylink or MasterCard RePower®***.

Ingo Money Mobile Check Load

How do I load check funds from my smartphone?

Download our mobile app, tap the "Load Checks" tab, and follow the instructions.

How do I use my smartphone camera to take a picture of a check?

It's easy. Position the camera at a slight angle so there are no shadows on the check. Be sure the check is framed properly so it fits just inside the guidelines - not too far to the left or right. Don't hold the check in your hand. Lay it on a solid-colored background so that none of the numbers are covered up. Be sure the lighting in the room is good. If the check is too dark, it won't be readable. Finally, make sure the check is not crumpled in any way.

What kinds of checks can I load with my smartphone?

In addition to your traditional printed payroll and government checks, IngoTM accepts attorney checks, cashier's checks, handwritten payroll checks, insurance checks, money orders, rebate checks, refund-anticipation checks and two-party or personal checks. Please see your Cardholder Agreement for your maximum load limit. You can't load checks that aren't made out to you, including conditional-endorsement checks, counter checks, credit card checks, customer-appreciation certificates, gift certificates, starter checks, traveler's checks, and warrants. View Ingo's FAQs to learn about full limitations.

When I do a smartphone check load, is my data secure?

Ingo Money uses systems and technology to protect your personal information and won't share your information with outside parties except as set forth in the Ingo Privacy Policy, or with your permission. To comply with government regulations of the financial industry, Ingo uses your Social Security number only to verify your identity. For more information, go to www.ingomoney.com/privacy.html.

Why didn't Ingo approve my check?

All checks submitted to Ingo are subject to approval. There are a number of reasons why your check might not have been approved. For instance, if the payee name on the check doesn't match the name on your Ingo account, if the check was written on a closed account, or if Ingo has had bad checks in the past from the person who gave you the check. Your check may also be declined if the amount of the check will cause you to exceed the daily, weekly, or monthly load limits for your card or will cause you to exceed the maximum balance allowed on your card.

When will my funds be available?

You decide. If you choose the no-fee option, your funds will be loaded to your account in 10 days, as long as the check is approved and not returned unpaid. If you need your money sooner and select to pay the fee, your money will be available if your check is approved6 after a short review by Ingo that can take as few as 2 minutes or, in rare occasions, as long as an hour.

6 - The Ingo Money service is provided by First Century Bank, N.A. and Ingo Money, Inc., subject to the First Century Bank and Ingo Money Terms and Conditions and Privacy Policy. Approval review usually takes 3 to 5 minutes but can take up to one hour. All checks are subject to approval for funding in Ingo Money's sole discretion. Fees apply for approved Money in Minutes transactions funded to your card or account. Unapproved checks will not be funded to your card or account. Ingo Money reserves the right to recover losses resulting from illegal or fraudulent use of the Ingo Money Service. Your wireless carrier may charge a fee for data usage. Additional transaction fees, costs, terms and conditions may be associated with the funding and use of your card or account. See your Cardholder Agreement for details.

Who do I contact if I have a problem loading my check?

Please contact Ingo Customer Service at 229-276-3990.

ATM

Can I get cash from my card, and is there an ATM fee for cash withdrawals?

You can take out cash fee-free from your account at any time from in-network ATMs. Please refer to your Cardholder Agreement for out-of-network fee information.

I used an in-network ATM, but they still charged me a fee. Why?

If you have used an in-network ATM and still see a surcharge fee that has been charged by the ATM provider, please contact Customer Service at the number on the back of your card and be prepared to provide the date and time of the transaction, the amount, and the name and address of the ATM provider.

Is there a fee for using an out of network ATM?

If you use your card at an ATM that is not in our network, we will charge you a fee (Please see your Cardholder Agreement for details). In addition, the operator of that ATM and the network used to complete the transaction may impose a fee. The ATM fee imposed by the bank operator is different from the ATM fee listed in your Cardholder Agreement.

Card Declined / Payments

I know I have money in my account, so why was my card declined?

The only funds able to be used for authorization must be in the Spending Purse. The funds set aside in any of the other purses can only be used for purchases if and when you move those funds to the spending purse.

Some merchants, will preauthorize or "hold" an amount that is higher than the actual purchase price, this is especially true in transactions in which the final transaction amount is unknown until after the authorization is requested (for example to account for tips at restaurants, post check-out charges at hotels, or the actual amount of fuel dispensed at gas stations). Your preauthorization transactions will appear along with all other transactions on our mobile app or on the website. When the merchant has completed the transaction, which may be several days later, the actual amount applied will be updated to reflect the final transaction amount. Please refer to your Cardholder Agreement to learn more about preauthorization.

How do I know if my payment has been received?

You can call your merchant's customer support number to verify that they received your payment, or check your transaction history online on our mobile app.

Preauthorization Holds

What is a preauthorization hold?

Some merchants, especially gas stations, hotels and sometimes restaurants, will preauthorize or "hold" an amount that is higher than the actual purchase price. If the "held" amount is greater than the funds on your account, the card will decline. For example:

  • Gas stations: Many gas stations preauthorize transactions for amounts ranging from $1.00 to $75.00 at the automated fuel pump because they do not know how much gas you will actually pump in advance of your transaction. If you purchase gasoline as a credit transaction at the pump, a hold amount may be placed on your prepaid card account for an amount of $75 or more. To avoid such holds, we recommend that you purchase gasoline using a debit transaction or take your card inside to the cashier and use your card to pay for the gasoline where you can instruct the cashier of the amount you wish to charge to your card.
  • Hotels: When using your prepaid card to make reservations in advance, hotels generally preauthorize an amount equal to an overnight stay, or more, depending on the length of your stay. This will result in a hold on your account until the merchant sends us the final amount, or the hold expires, whichever comes first. When you arrive, the hotel will place another preauthorization on your account, often larger than the cost of your stay, to cover possible incidental expenses. If you cancel the reservation, or use a different card to settle your account, please make sure to ask the Hotel to cancel the preauthorization, otherwise the preauthorization will not be dropped until the hold expires.
  • Restaurants: Many times restaurants will preauthorize the total amount of your purchase, plus 20%. For example, if your meal is $50.00, the restaurant will "hold" $60.00, so you must have $60.00 available, otherwise the card will be declined.
An authorization hold will typically drop off your prepaid card account automatically within 8 days from the date of service or transaction if the merchant does not submit the transaction before that timeframe. Hotel and rental car merchant holds may remain on your prepaid card account for up to 30 days from the date of the transaction date. It is important to note that hotel and rental car agencies may add additional amounts for incidentals, and may authorize additional amounts based on your length of stay at a hotel or days of rental for a rental car. It is up to you to work with the merchant to release any holds that are no longer necessary if you have completed your stay at a hotel or returned your car rental. We will not release these outstanding authorizations without specific documentation sent to us directly from the merchant.

If you would like to have an authorization hold released early because the transaction was cancelled, please call Customer Service for review and process instructions.

How will I know if a preauthorization hold has been placed?

Your preauthorization transactions will appear along with all other transactions on our mobile app and on the website.

Security

Why do I need to provide personal information to activate my card?

You will be required to provide personal information that will allow us to confirm that you are the same person that ordered the card.

What's the best way for me to protect the money on my card?

  • Treat your card like cash.
  • Never give your card number to anyone.
  • NEVER give out your PIN number.
  • Verify the authenticity of retailers you do business with before giving them your card number over the phone or Internet
  • Do not email your card number to anyone on the Internet, even if someone offers you money or "winnings."
  • If an offer seems too good to be true, it probably is.
  • Consider using the mobile app option to suspend the card so that no additional funds can be authorized for purchase or withdrawal until an authorized person un-suspends the card via the mobile app.

*Conditions and exceptions apply.

Ingo Money is a service provided by Ingo Money, Inc. and First Century Bank, National Association, Member FDIC, subject to Ingo Money and First Century Bank Terms & Conditions and Privacy Policy. Approval review usually takes 3-5 minutes, but may take up to one hour. All checks are subject to approval for funding in Ingo Money’s sole discretion. Unapproved checks will not be loaded to your card. Ingo Money reserves the right to recover funds from bad checks if you knew the check was bad when you submitted it, if you attempt to cash or deposit it elsewhere after funding or if you otherwise act illegally or fraudulently. Fees may apply for loading or use of your card. See your Cardholder Agreement for details.

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All trademarks and brand names belong to their respective owners. Use of these trademarks and brand names do not represent endorsement by or association with this program. All rights reserved.