Enrollment for a Prepaid Payroll Card

Is there a fee to order a card?
Please refer to the information in your cardholder agreement packet on fees. Your employer also has a poster of these terms and conditions posted for your review including all fees. Remember, the Limited Use card is designed primarily to replace the burden of working with a check payment and providing consumer access card usage and simplified payroll options. The Expanded Use Card is a personalized card that has additional features and options including Rewards for your benefit. 

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. Go to mychangecard.com, 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 website, select “Manage Account” and then click on “Suspend activity on card”. Once you have your card in your possession again, simply unsuspend the account from the website.

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 Visa Zero Liability policy provides peace of mind knowing that you will not be held liable for “unauthorized transactions.” Visa’s Zero Liability Visa 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 website, 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, go to mychangecard.com to report the card lost or stolen. To do this, from the main menu, select “Manage Account” and then click on “Report card as lost/stolen”. If you cannot access the website, 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 cardholder account. 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 on the website along with all other transactions on our website or on the website. When the merchant has completed the transaction, which may be several days later, the actual amount shown on the website 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 website and click to view the transaction details. You have the option of disputing a transaction through the website 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 your request 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 cardholdercomplaint@mychangecard.com

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 by logging into the CHANGE card website, 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 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 the website. 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 website. You can call our customer service department to receive your account information 7 days per week, 365 days per year, and 24 hours per day by calling the number on the back of your card and using our IVR support services.

What are 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. You can use your CHANGE card everywhere Visa is accepted, including online and in-store, and take out cash from your account at any time from ATMs worldwide. Limitations may exist, see Cardholder Agreement for details. 

Are the cards reloadable? 
For Limited Use Cards, reloading cards is available through ACH, and in any bank account you own in a bank to card transfer. For Expanded Use cards, additional load options exist. See “How do I add money to/load my account?” below for all the ways you can load and reload your card. 

Where can I use my card?
Prepaid Visa cards can be used everywhere Visa 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?
For the Limited Use card complete the sign-up form with your employer. When given the card you will need to go to the website listed and register your card. There is no credit check and your data is secured during this process (see privacy policy).- This is not a credit card and has limited features as the first instant card provided by your employer to be directly paid for payroll.

At any time following the Limited Card enrollment you can request an Expanded Use card which has greater features of cash loading and rewards. 

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.  See privacy policy on this website for further information on controls related to the data collected.

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 to comply with the USA PATRIOT Act. We take the privacy and security of your personal information very seriously.  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. Please refer to the Privacy Policy on the website for further details on security of your data.

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?

Your Limited Use Card will be given to you at your employer location and will be available for use upon successful activation of the card following the instructions provided at the time of issuance.  You may request an Expanded Use Card at any time, and upon successful ID verification your card will be mailed.  You will not be able to load funds to your account until your ID has been verified. 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 should receive your card within 7-10 business days. If you haven’t received your card after 10 business days, log in to your account online or call the Customer Support number provided.

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

For the Limited Use Card, you will receive that immediately from the employer.  Upon activation you can use the card.  For the Expanded Use Card, 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. Log into the website and verify funds are in the account balance so you have money to spend. Your Prepaid Visa CHANGE card can then be used everywhere Visa is accepted, online and in-store.

How do I activate my card?

The fastest way to activate your card is to log into the website 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. You will need to register your card 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 note that if your 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; however, if the transaction is covered, 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 by logging into the website or by calling the number on the back of your card. You can check your available for spending by doing a balance inquiry at an ATM or on the website.

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 visit your nearest ATM or transfer funds pursuant to terms and conditions to cash out the spending balance.  If a balance remains on the CHANGE card at time of your formal request to close the account, a paper check for the balance remaining in the account mailed to you.

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 “Manage Account”, then click on “Contact Information” 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 website 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.

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 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 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. 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 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?
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 website. When the merchant has completed the transaction, which may be several days later, the actual amount charged 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 website.

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 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.  All personal information is protected in accordance with applicable federal and state laws.  Please see the privacy policy on the CHANGE card website.

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 website 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 website.

Direct Deposit – Available on the Limited or Expanded Card

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 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 enrollment form available under Form / Download link online. You will need to give your employer a bank routing number and your account number (you can find this information on the website under forms when logged in). 

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 Card)

How do I file my taxes and direct deposit my refund into my account?
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 “Manage Account”, then “Direct Deposit Information” on the website when logged in. 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 into my account? 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 account.
 
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

Limited Card – Initially provided by your employer

Expanded Card – Requested at any time following your card given to you by your employer.

What is the minimum and maximum amount I can load into my account?
Please log in and refer to your Cardholder Agreement to see your loading limits. 

How do I add money to/load my account?
There are many convenient ways to add money to your account.  Additional information is included on the cardholder terms and conditions.  Please see below for some examples:

FROM YOUR EMPLOYER – The only manner of loading money onto a Limited Card.  On the Expanded Card direct deposit will continue from the Limited Card

To sign up for direct deposit, see your employer or log in to your account and see the form attached for Direct Deposit. Print the form and give it to your employer or payer. 

HAVE CASH – (Only Available on the Expanded Card.)
Cash Load To add cash to your prepaid card account, walk into your local branch or visit a retailer or site offering VISA® Readylink. 

FROM YOUR ACCOUNT –
Account to card Transfer funds directly from your personal bank checking or savings account to your card. Log in to 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 of your prepaid card.  Follow the banks online instructions to complete the transfer. 

How can I reload my card in person? (Only available on the Expanded Card)
To add cash to your prepaid card account, visit a retailer offering VISA® Readylink.

FAQ Regarding the CHANGE card “Rewards Programs” (Only available on the Expanded Card)

The CHANGE card rewards program provides you the ability to accumulate reward points that can be used for gift card purchases or cash rewards.  The CHANGE card is one of the leading rewards programs for staffing agencies.

For the latest information regarding the CHANGE card program:

Please visit the following link: mychangecard.com/forms/rewards-program/


Issuer Statement

The CHANGE™ Visa Prepaid Card is issued by Stride Bank, N.A. Member FDIC, pursuant to a license from Visa USA Inc. By activating or using the card, you agree to be bound by the Terms and Conditions associated with this program. See the Cardholder Agreement for fee schedule details.

Visa and Visa Signature are registered trademarks of Visa International Service Association and are used by the issuer pursuant to license from Visa USA Inc.

IMPORTANT INFORMATION ABOUT PROCEDURES FOR OPENING A PREPAID ACCOUNT WITH BOLDCO™ : TO HELP THE GOVERNMENT FIGHT THE FUNDING OF TERRORISM AND MONEY LAUNDERING ACTIVITIES, FEDERAL LAW, UNDER THE PATRIOT ACT, REQUIRES ALL FINANCIAL INSTITUTIONS OR ENTITIES SPONSORED BY 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 YOUR DRIVER’S LICENSE OR OTHER IDENTIFYING DOCUMENTS AND USE RESOURCES SUCH AS CREDIT BUREAUS OR OTHER MEANS TO VERIFY THIS IDENTITY INFORMATION.

© COPYRIGHT BOLDCO. ALL RIGHTS RESERVED. THIS CARD IS ISSUED BY STRIDE BANK, N.A. PURSUANT TO A LICENSE BY VISA. STRIDE BANK, N.A. IS A MEMBER OF THE FEDERAL DEPOSIT INSURANCE CORPORATION (“FDIC”) AND ALL CARDHOLDERS FUNDS ARE INSURED BY THE FDIC IN ACCORDANCE WITH THE FDIC’S APPLICABLE TERMS AND CONDITIONS.

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