We've listed a few things you can check before contacting customer service.
- Did you activate your card? All physical cards need to be activated before they can be used. Please see the options for activating your physical card here.
- Do you have enough money on your card? To learn about ways to check your card account balance, please visit this article.
- Did you enter your PIN when attempting the transaction? You may have entered an incorrect PIN. You can change your PIN by logging in to your account here. We also recommend trying to bypass PIN entry by selecting "Credit", selecting "No" or pressing "Enter" when the PIN is requested. You can also ask the attendant how you can avoid entering your PIN. For more information on setting your PIN, visit this article.
- Were you trying to make a purchase online or over the phone? You may have provided incorrect billing information. We recommend that you log in to your account here and check the address listed on your account. The address listed on your account is used for billing address verification for online transactions.
- Did you use your card at a gas pump? If so, you need at least $100 on your card to "pay at the pump". Alternatively, you can go inside and prepay for your gas.
- You might have exceeded a daily limit, especially if you received a decline for an ATM withdrawal. Please review general card limits here or review the Cardholder Agreement received with your card for limits specific to your card.
- Your card may be restricted at certain merchants, merchant categories, or locations. To learn about ways to verify if your account has restrictions, please visit this article.
- Go ahead and reach out! Call us at 1-855-449-2273. Our customer service team is available from 7am to 7pm CST Monday through Friday.