Frequently Asked Questions
DO I NEED TO ACTIVATE MY CARD?
Your Card may be active when you receive it from the correctional facility. If it is not active, you must activate your Card before it can be used. Please refer to the label on the front of your card for activation instructions.Your Card may be active when you receive it from the correctional facility. If it is not active, you must activate your Card before it can be used. Please refer to the label on the front of your card for activation instructions.
WHAT IS MY PIN?
Your PIN was provided to you by your Correctional Facility. If you forgot your PIN, please call 866-733-8845. After you have selected your language, select the option for help with your PIN.
HOW CAN I ACCESS MY FUNDS WITHOUT INCURRING ANY FEES?
If you do not want to use this card, please refer to the Cardholder Agreement and Fee Schedule for a list of options available for immediately withdrawing or transferring your funds free of charge.
Card to Bank Transfer - If you have a bank account and would like to receive your funds in your bank account, please login to your Card Account and select “Card to Bank Transfer”. You will need your bank account number and routing number. Your funds will be transferred to your bank account within 3 business days at no fee.
Bank Teller Withdrawals - If you prefer to visit a bank, go to a bank that accepts Debit Mastercard® and ask for a teller withdrawal of the balance at no fee. Banks may have additional limits and fees.
Balance Refund Check Request - To receive a check, you may request a check by calling 866-733-8845. Please note, check requests can take up to 14 business days. Once you request a check, the funds on your card will be locked and you will not be able to use your card. Check requests will be processed and mailed via the United States Postal Service.
If you have not performed any financial transactions and have not yet incurred the first Monthly Fee, Weekly Maintenance Fee, or Inactivity Fee you may request a paper check at no fee.
All other check requests may be subject to a $9.95 Balance refund check fee that will be deducted from your balance prior to mailing the check.
HOW TO KNOW YOUR AVAILABLE BALANCE?
Most failed transactions are because of insufficient funds. Know you balance.
Online: Login and get your balance and transaction history 24/7, with no fee.
Phone: Call the toll-free number on the back of your card 24/7, with no fee.
ATM: Perform a balance inquiry at an ATM. An ATM balance inquiry fee may apply plus an additional ATM surcharge fee may be assessed. See your Cardholder Agreement and Fee Schedule for specific information.
HOW DO I USE THIS CARD AT AN ATM?
1. Insert your Card and enter your PIN.
2. Choose "Checking" as the account type to withdraw.
3. Enter the amount to be withdrawn.
NOTE: An ATM withdrawal fee may apply plus an additional ATM surcharge fee may be assessed. See your Cardholder Agreement and Fee Schedule for specific information.
HOW DO I GET CASH BACK AT THE REGISTER?
1. Swipe card.
2. Select "Debit" at the register and enter PIN.
3. Select the amount of cash back.
NOTE: Some merchants may not participate or will have limits on the amount of cash back available.
HOW DO I BUY GAS WITH THIS CARD?
You can pay at the pump or go inside and pay at the register. Please note, if you pay at the pump, a hold of up to $75.00 or more will be placed until the actual transaction amount is "settled."
HOW DO I PERFORM A BANK OVER THE COUNTER WITHDRAWAL?
1. Sign the back of your card.
2. Present the card, and photo ID to the bank teller.
3. Ask for a bank teller withdrawal from your prepaid card.
4. Ask for the amount you would like to withdraw.
5. Sign your receipt.
NOTE: Financial institution may have additional limits and fees.
WHAT IF MY CARD IS LOST OR STOLEN?
Call Customer Support at 866-733-8845 and select the option for lost or stolen. A representative is available 24/7 to assist you with securing your remaining funds.
STILL HAVE QUESTIONS?
Contact our customer support at 866-733-8845.