Card Usage FAQs

About My Card

  1. How do I use my card?
    1. Your reward card is a prepaid debit card that lets you shop at millions of locations - anywhere Debit MasterCard is accepted. It looks like any debit card, but because it is a prepaid card, your spending is limited to the amount of money placed on the card by the purchaser.

      Although this is a debit card, when you make a purchase you should ask the cashier to run it as a Credit transaction.

      Each time you use your card, the purchase amount is automatically deducted from your card balance. Before you go shopping, you'll need to know how much money you have available. Most merchants cannot tell you how much money you have remaining on the card.

      Knowing your balance before you shop will help assure that your card is accepted. You can check your balance anytime by clicking on the Check Balance link on this website.
  2. Does my card expire?
    1. YES. All prepaid debit cards expire. Your card expires on the date printed on the front of your card. Once that expiration date is reached, your card will no longer be usable and the funds will not be accessible. We strongly recommend that you use your card well ahead of the expiration date as it is accepted anywhere Debit MasterCard is accepted.
  3. Is this a gift card?
    1. NO. This is considered a prepaid Rewards Card. It functions the same as a MasterCard Gift Card would, but the federal regulations are different. A Gift Card is card purchased by a consumer at a store or online and must have an expiration period of at least 7 years from issuance. A Reward Card is a card purchased by a corporation to be given out as a reward, incentive, rebate, award, or loyalty program and can have any expiration period provided it is printed on the front of the card.

      Although a gift card sounds more appealing, please note that they can assess service fees for inactivity. Despite the expiration date on your card being shorter, you will not be assessed inactivity or hidden fees.
  4. Can I use my card at an ATM?
    1. NO. Your card was not set up with ATM access nor can that be changed. You can also not take this into a bank teller and get cash off of the card.
  5. Are there any service fees?
    1. Not for purchases within the United States or general support. If you wish to use your card outside of the U.S. there is charge of $2.00 + 3% of the purchase price. Also, if you choose to check your cards balance by talking with a live agent, a $1.00 fee will be assessed against your card balance. However you can check your balance for free on this website or by calling the toll-free number on the back of your card and following the prompts to check your balance.
  6. How do I activate my card?
    1. Your card may already be activated. In order to check, go to the 'Activate Card' link in the menu and enter in your 16-digit card number and 3-digit security code on the back and click the Go button. If it says your card is activated, you are all set. If it says an activation code is required, your activation code is the last four digits of your employee ID number.

Most Common Questions / Problems:

  1. Why is my card not working?
    1. The most common answer to this is the purchase amount you were attempting may have been greater than the available balance on your card. The transaction systems for many retailers & merchants are not set up to check your cards balance before authorizing the transaction. So what happens is they are trying to authorize the card for more than the value on it and its being declined. To verify if this is the case, please check your card balance and make sure it is equal to or more than your purchase amount.

      Another issue may be that the cashier is attempting to process your order as a Debit transaction rather than a Credit. Although your card is a Prepaid Debit card, all transactions are to be run as a Credit since there is no PIN number associated with the card. Make sure you ask the cashier to run it as a credit transaction.

      If neither of these responses resolved your problem, please refer to the other questions in this section before calling the support line.
  2. I was not able to use my card at a gas station?
    1. When using your card at a gas station, you should always pay inside with the attendant and tell them how much you have on your card and how much you wish to purchase. Using the card at the gas pump may result in a decline because most gas stations automatically authorize the card for $75.00 or more because they don't know how much gas you will be purchasing yet. So if you card does not have at least $75 remaining, it will most likely be declined.
  3. My card was declined at a Restaurant?
    1. Most restaurants' transaction systems will automatically pre-authorize the card for 20% more than what your bill is. This is to accommodate a potential tip. Therefore if the amount you have on your card is very close to the amount of the bill, it may result in a decline.

      To avoid this, first know your balance on the card and ask your waiter or waitress if they can manually run the transaction for no more than the cards balance and you will pay the tip separately. If the waiter or waitress doesn't know how to do this, typically the manager will.
  4. Why was I not able to use the card for an online purchase?
    1. Most online shopping carts have a security measure in place to verify the 'billing address' and name associated with the credit or debit card. When your card was purchased, your address and/or name may not have been assigned to the card. To change this, go to the Register Card link in the menu and follow the instructions to input your home address. Then when using the card online, make sure to use the address you registered the card under as the Billing Address in the shopping cart.
  5. Why is the balance of my card lower than what it should be?
    1. If you were making a purchase and the transaction was either canceled out by the merchant or declined, the merchant transaction system most likely put a hold on those funds. This is common with some transactional systems where the merchant is authorizing the amount of the transaction, but not taking the funds until a later time. For instance, if you buy a product online you may see that your credit card is not charged until the product ships.

      When this occurs, if your purchase using your card was not finalized, the merchant will issue those funds back onto the card but this can take 7-10 business days. Please check your balance after 7-10 business days of the transaction in question and if they are still not showing up call the toll-free number on the back of your card to speak with an agent.