CHANGE® Card Frequently Asked Questions
Is there a fee to order a card?
No, there is no cost to receive your initial Limited (non-chip) or Expanded (chip) CHANGE cards. There is a charge of $35.00 assessed for expedited mailing of the CHANGE card should you choose that option.
Can I use my smartphone to manage my online account?
Yes, via an iPhone and/or Android. Online, you can view your balance, recent transactions, and find ATMs.
Does the CHANGE card allow for overdraft?
No. A prepaid account allows you to spend the available funds in your card account and is designed to protect you from overdraft fees. If there are not enough funds to cover a charge, the charge will be declined. If you have enrolled in email and/or SMS alerts, an alert will be sent informing you that the transaction was declined.
How do I best secure my account from unauthorized access?
We want you and your money to be secure. We recommend the following steps:
1. Go to mychangecard.com, and enroll in email and/or SMS alerts, so that you are notified when card specific activity occurs.
2. Sign the back of the card immediately.
3. If you know you left your card somewhere – no problem. Just log into your online account, select “Manage Account” and then click on “Suspend Activity on Card”. Once you have your card in your possession again, simply Unsuspend the account.
4. Never give your password or access codes to anyone, and do not print them in an area accessible to others.
5. 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 or mark your card lost or stolen using the online account management tool, you will not be responsible for unauthorized transactions.
The Visa Zero Liability policy provides peace of mind knowing that you will not be held liable for “unauthorized transactions.” 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 Customer Service at 833-527-0398 immediately of any unauthorized use. See Cardholder Agreement for details.
When will my direct deposit be available in my account?
You will 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 or call 833-527-0398 to verify that a deposit has been made. If you have signed up for SMS alerts, you will receive an alert once funds have been deposited to your account.
What happens if I need to replace my Limited (non-chip) CHANGE card?
For a loss or theft of your CHANGE card, please immediately report the loss or theft following the steps as indicated above in “Am I liable for unauthorized transactions” to stop any transactions on the card.
You have 2 options to secure a replacement card.
Option 1 – Your employer can provide you a Limited (non-chip) card to replace your card and request a transfer of funds from your lost/stolen card to your new card. The only card that can be instant issued to allow for immediate use is a Limited (non-chip) card.
Option 2 – At the time you report the card lost or stolen to Customer Service (833-527-0398), you can request a replacement card. Your replacement card will be delivered to your home by U.S. Mail. Delivery by U.S. Mail will have a minimum mail time of five (5) to seven (7) days. Overnight mail is available and has a charge of $35.00 for expedited delivery, should you request it.
** If you need immediate access to the funds on your card, please utilize Option 1.
How do I dispute a charge?
You have the option of disputing a transaction through mychangecard.com or by calling Customer Service. You will need to complete a Cardholder Dispute Form which includes:
• Your name and card number;
• Why you are disputing the charge;
• The amount of the charge you are disputing; and
• The date (or approximate date) the error occurred
Please sign and mail your dispute form along with any supporting documentation such as copies of receipts, invoices, etc. to:
CHANGE® Card Services
P.O. Box 21184
Eagan, MN 55121
Or email your Cardholder Dispute Form to: email@example.com
During sign-up, will you check my credit?
No. We do not conduct a credit check because this is a prepaid card, 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 Expanded (chip card) 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 once you have activated your text alerts, by texting “BAL(space)Last 4 Digits of Card” to short code 91315 or by logging into your online account or Mobile App or by calling the number on the back of your card. You can also check your available balance by doing a balance inquiry at an ATM. If you utilize an ATM to check your balance and you are not using an in-network ATM, you will be charged a fee of $0.99 per transaction.
How do I contact Customer Support?
The best way to get self-service support is through your online account. You can see your balance, transaction history and more. If you need to speak with a CHANGE customer service representative, call 833-527-0398.
What is a CHANGE Visa Prepaid Card?
What is a CHANGE Visa prepaid card?
The CHANGE Visa prepaid card is a reloadable prepaid Visa card. Once your card is activated and funds have been loaded to your card, you can use your card to make purchases and withdraw cash. Limitations and fees may apply. See Cardholder Agreement for fees and detailed information.
Are the cards reloadable?
For Limited (non-chip) cards, adding funds to your card account is only available through payroll of your Employer. For Expanded (chip) cards, additional load options are available. See Loading Options below for the ways you can load and reload your Expanded (chip) card.
Where can I use my card?
You can use your Card to withdraw cash at ATMs worldwide. You can also use your Card to make purchases anywhere Visa debit cards are accepted, including online, by phone, and in-stores, both in the United States and internationally. However, certain merchants outside the United States may not accept the Limited (non-chip) Card and some unattended kiosk terminals outside the United States (such as luggage cart rentals, parking garages and transit terminals) may decline your Card due to the way the authorization is sent.
Signing up for an Account
How do I sign up for a CHANGE card?
For the Limited (non-chip) card, your Employer will work with you to provide you a card.
The Expanded (chip) card is systematically issued and mailed to you, following the 6th successful load to your Limited (non-chip) card. At any time following the Limited (non-chip) Card enrollment you can request an Expanded (chip) card which has additional features.
How old do I need to be to sign up for an account?
You must be 18 to receive a CHANGE card.
Why do you need my Social Security number?
We request your Social Security number to verify your identity to comply with the USA PATRIOT Act. We take the privacy and security of your personal information very seriously.
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 initial Limited (non-chip) card?
Your Limited (non-chip) Card will be given to you by your Employer.
How long does it take to get my Expanded (chip) card?
Your Expanded (chip) card will be mailed to you. Delivery by U.S. Mail will have a minimum time of five (5) to seven (7) days. Overnight mail has a charge of $35.00 as noted in the Cardholder Agreement.
Once I receive a Limited (non-chip) or Expanded (chip) card, when can I use it?
Once you receive your card, you will need to activate it by selecting one of the activation options on the instructions attached with your card. After your card has had funds loaded, you may use your card.
Using Your Card
Once I receive my Limited (non-chip) card, how do I get started?
You will need to activate your card and receive your PIN by visiting mychangecard.com. After your card has had funds loaded, you may use your card.
Once I receive my Expanded (chip) card, how do I get started?
You will need to activate your card to begin using it. Your PIN and account balance, if any, remain the same.
What happens to my Limited (non-chip) card once I activate my Expanded (chip) card?
Upon activation of your Expanded (chip) card, your Limited (non-chip) card will be closed and no longer available for use. Your account balance, if any, remains and is available to use with your Expanded (chip) card.
How do I activate my card?
The easiest way to activate your card is to log into mychangecard.com. You can also activate your card by calling the number on the back of your card.
Is there a limit on how much I can load onto my card?
Yes. Our limits are available in your Cardholder Agreement included in the card package you received with your card or available on mychangecard.com.
Do I need to have a minimum balance?
No. There is no minimum balance requirement.
What is the maximum amount I can spend each day?
This varies by transaction. Please refer to your Cardholder Agreement for limit details.
What if I spend more than I put on my card?
If you attempt to make a purchase and you do not have enough funds to cover the transaction, the transaction will be declined. You can check your available balance through your online account at mychangecard.com or once you have activated your text alerts, by texting “BAL(space)Last 4 Digits of Card” to short code 91315.
Managing Your Account
Is there an online account management tool?
Yes. Visit mychangecard.com to setup and log into your online account. In your online account, you can: view your balance and transaction history, update your account information, pay bills and more.
How do I close my card account?
You can close your card account by contacting the phone number on the back of your card. If a balance remains on the CHANGE card at time of you request to close your card account, a paper check for the balance remaining in the account mailed to you.
How do I subscribe or unsubscribe from Email and/or SMS* alerts?
To manage your alerts, log into your online account at mychangecard.com and click on “Alerts”. From there, you can personalize which Email and/or SMS 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 visiting your online account at mychangecard.com, and going to “Manage Account”, then click on “Contact Information”. You will be unable to make changes to your address for 30-days following account creation.
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 online. 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 into your online account and going to your “Manage Account” then click on “Manage PIN” page. You can also call the number on the back of your card and change it over the phone.
Can I use my card to get cash at an ATM, and is there an ATM fee for cash withdrawals?
You can withdraw cash from your account at any time from “in-network ATMs”; which are the Visa Plus Alliance or Allpoint Network ATMs. There is no charge for these in-network ATM withdrawals. Please refer to your Cardholder Agreement for out-of-network and in-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. You will need to provide the date and time of the ATM transaction, the amount, and the business name and address of the ATM location. Please keep your receipt as this may be requested. If validated, the funds will be credited back to your card.
Is there a fee for using an out-of-network ATM?
If you use your card at an ATM that is not in the Visa Plus Alliance or Allpoint ATM networks, you will be charged a fee. You may also be charged a fee by the ATM operator. Please see your Cardholder Agreement for details.
Card Declined / Payments
I know I have money in my account, why was my card declined?
Some merchants will preauthorize or “hold” an amount that is higher than the actual purchase price. This is often the case in transactions in which the final transaction amount is unknown until after the authorization is requested (for example tips at restaurants, post check-out charges at hotels, or fuel dispensed at gas station pumps). When the merchant has completed the transaction, which may be several days later, the transaction amount shown in your transaction history 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 merchant 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 in your online account or in the Mobile App.
How do I know if my bill pay payment has been received?
You can call your merchant’s customer support number to verify that they received your Bill Pay payment or check your merchant account online to confirm your Bill Pay payment was processed. You can alsocheck your transaction history in your online account at mychangecard.com, or in the Mobile App.
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 transaction will be declined. 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 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.
How will I know if a preauthorization hold has been placed?
Your preauthorization transactions will appear along with all other transactions in your online account Transaction History.
Why do I need to provide personal information to activate my 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.
- Set up transaction alerts; which will help you monitor transactions and account balance.
If you are concerned with a transaction, visit your online account to Suspend the card so that no additional funds can be authorized or used for purchases or withdrawals until you have resolved your concerns; then you can Unsuspend the card.
Direct Deposit – Available on the Limited (non-chip) or Expanded (chip) Cards
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 can be automatically deposited onto your card. No more going to the bank to cash your check. Get immediate access to your payroll funds with your Prepaid Visa CHANGE 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 Authorization form available online under the Form / Download link. You will need to provide the bank routing number and your account number; which you can find in your online account under “Manage Account” then click on “Direct Deposit Information”.
How do I change the amount that I Direct Deposit to my account?
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 through the website or call the Customer Service number to verify that each deposit has been made.
Tax Refunds – (Only provided as a load feature on the Expanded (chip) Card)
How do I file my taxes and Direct Deposit my refund into my account?
Just enter your bank routing and Direct Deposit account numbers in the Refund section on the tax form and check the box next to “Checking”. You can find your account information under “Manage Account”, then “Direct Deposit Information” in your online account. Note: If you are filing jointly, the social security number and name used on the return must exactly match the social security number and name on your card account or the refund will be rejected. To learn more about filing your taxes, please contact a qualified tax advisor.
What are the benefits to getting my tax refund directly deposited into my Expanded (chip card) account?
When you load tax refunds directly to your card, you won’t need to wait for a paper check to be printed and mailed nor will you need to cash checks.
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 account.
Can I deposit a joint tax return?
Yes. Cardholders can deposit a joint tax return to their account. Note: If you are filing jointly, the social security number and name used on the return must exactly match the social security number and name on your card account; otherwise, the refund will be rejected.
Limited (non-chip) Card – Initially provided by your Employer.
Expanded (chip) Card – Automatically personalized with your name and mailed to you, following your 6th successful load to card account or requested by completing Upgrade Limited Use card to Expanded Use card form found on mychangecard.com under Form/Downloads.
What is the minimum and maximum amount I can load into my account?
Please refer to your Cardholder Agreement to see loading limits.
How do I add money to/load my account?
There are many convenient ways to add money to your Expanded (chip) CHANGE card account. Please see below for some examples:
FROM YOUR EMPLOYER –
Payroll is the only loading option for a Limited (non-chip) Card.
For questions regarding Direct Deposit, please refer to the Direct Deposit section.
LOAD CASH (Only Available on the Expanded (chip) Card.) – Add cash to your Expanded (chip) card account by visiting a retailer offering Visa® Readylink.
TRANSFER BETWEEN ACCOUNTS (Only Available on the Expanded (chip) Card.)
To transfer funds from your personal bank checking or savings account to your card, log into your bank’s online website and request that the bank initiate a transfer from your bank account to your prepaid card using the Direct Deposit routing and account numbers of your prepaid card, which can be found using your online account. Follow the bank’s online instructions to complete the transfer.
Ingo™ Money Mobile Check Load
(only available on the Expanded (chip) card)
How do I load check funds from my smartphone?
Download the CHANGE Mobile app; available for iPhone and Android. Tap the “Mobile Check Deposit” tab in the main menu, and follow the instructions to download the Ingo app.
How do I use my smartphone camera to take a picture of a check?
It’s easy. Once in the Ingo app, position the check and follow the instructions.
What kinds of checks can I load with my smartphone?
In addition to your traditional printed payroll and government checks, Ingo accepts attorney checks, cashier’s checks, handwritten payroll checks, insurance checks, money orders, rebate checks, refund-anticipation checks and two-party or personal checks. 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. Please see your Cardholder Agreement for your maximum load limit.
When I do a smartphone check load, is my data secure?
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 approved* after a short review by Ingo that can take as few as 2 minutes or, in rare occasions, as long as an hour.
Who do I contact if I have a problem loading my check?
Please contact Ingo Customer Service at 229-276-3990.