Using the UPside Prepaid Card:
Where can I use the UPside card?
You can use your UPside Visa Prepaid Card anywhere Visa debit cards are accepted, both online and in physical stores. You may also withdraw cash at ATM terminals with the Visa or Interlink logo.
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Who can use the UPside card?
Only the accountholder whose name is on the card may use the card.
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Can someone else use my UPside card?
Absolutely not. Keep your UPside card, including the card account number, under your control at all times. And do not tell anyone your PIN, not even your best friend.
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How do I use the UPside card in a store?
When swiping the card at a retail store terminal, choose either "credit" or "debit". If you choose credit you can simply sign the receipt - if you chose debit you just need to enter your PIN number (which you get by calling customer service and can change after activating and registering your card.) Please note, not all merchants accept PIN transactions. If that is the case, just select credit and simply sign the receipt.
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How do I use the UPside card online?
You can use your UPside Visa Prepaid Card online anywhere Visa debit cards are accepted. When checking out, enter your billing information as asked. The billing address is the address you provided at registration. If you would like the merchandise shipped to another address, enter shipping information accordingly.
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Can I use the card to withdraw cash?
Yes. You may withdraw cash from any ATM where you see the Visa debit or Interlink logo, using your card and PIN (personal identification number). Insert your card into the machine, enter your PIN, and press the cash withdrawal option. You will then be prompted to choose an account from which you want to withdraw funds; select credit card cash advance, enter the amount, and receive your cash. You can withdraw up to $200 for a single withdrawal and up to $500 in a 24-hour period.
You can also withdraw cash at the POS register for free (cash back) up to $60/transaction and up to 15 cash back transactions/month. Please note that your transaction must be equal to or greater than the amount you are requesting for cash back.
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Will I be charged for transactions at specific merchants?
No. There are no fees attached to spending money on your UPside Visa Prepaid Card.
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How can I find my balance?
You are able to check your balance in four ways -
- Online by logging into the iBankUP website
- By calling customer service at 1-866-845-6273
- By using your cell phone's internet browser and logging into your prepaid account at https://wap.iBankUP.com
- From your Facebook iBankUP Application
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Can I make a purchase larger than my balance?
No. You cannot access more than the available balance on your UPside card. However, if you know your available balance before you make a purchase, you may ask the merchant if you can pay the balance of your purchase with cash or another form of payment.
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Are there purchase limits to the card?
There is no maximum amount for a single purchase other than the current balance on the prepaid card account.
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How do I return a purchase?
We advise that you keep all of your receipts until your transactions are posted on your online card account. Should you need to return an item, return the purchased item to the merchant with the receipt. The merchant will process a credit back to your prepaid card account for the value of the returned item. The credit should appear on your online card statement usually within a week of the return.
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How do I dispute a transaction?
In order to dispute a transaction, please call customer service at 866-845-6273 and speak to a live agent. You will need the transaction date and amount.
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What are my rights if I dispute a charge?
Federal law may limit your liability for unauthorized use, but it may not provide for no liability. Under the Visa Zero Liability Policy, you may incur no liability for unauthorized use of your card provided you notify us within a reasonable time of the loss or theft of your card or its unauthorized use. Please refer to the Cardholder Agreements Terms & Conditions for additional information pertaining to your rights concerning unauthorized use of your card.
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Why does the amount of the transaction on my prepaid account not match the amount I was expecting it to be?
For financial transactions at certain types of merchants, such as restaurants, gas stations, hotels, and mail order retailers, there is an authorization amount and a settled amount and these amounts are usually different. This occurs when the actual amount of your purchase is not immediately available.
For example, this will occur when you use your UPside Visa Prepaid Card at a restaurant. The transaction is authorized for an amount greater than the actual amount because the restaurant does not know yet if you are going to add a tip to your bill after it is run through the system. Therefore, if the actual amount of your restaurant bill is $15, the restaurant may actually authorize it for $20. $20 is the authorization amount that will initially be deducted from your UPside card account. If you add a 15% tip to your bill ($2.25), the actual amount of your bill will be $17.25. When the merchant sends through the actual bill, the settled amount will be $17.25 and the difference between the authorization amount ($20) and the settled amount ($17.25) will be added to your available balance. If the settled amount is greater than the authorization amount, then the difference will be deducted from your available balance. Depending on the merchant, the adjustment could take a few days.
If a merchant does not send in a settled amount within a specified number of days (specified by the Issuer), the authorized amount of the transaction (in the example above this would be $20) will be added to your available balance.
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Will merchants hold funds greater than the purchase?
As mentioned above (restaurants and gas stations) you need to remember that some merchants hold a reserve of more money than what you may actually mean to spend. If this does occur with your UPside prepaid card the system may hold this reserve amount up to three business days. In some instances a hold could take up to 10 days to fall off.
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Using the card at gas stations, restaurants, hotels and car rental companies.
There may be special types of "Hold" transactions placed on your UPside card at gas stations, restaurants, hotels and car rental companies that you should know about.
A "hold" is done by the merchant when they are unsure how much money they will ultimately charge your for the services. For example, you may add a tip to the restaurant bill, you may pump gas yourself at an automated pump, you may decide to extend your stay in a hotel room or the use of a rental car.
The "hold" transaction is usally for a higher amount than what you will pay (or intend to pay), which can be inconvenient, as it reduces your balance temporarily by more than necessary and could even exceed the balance of your card, resulting in an accidental decline.
Here is what to be careful about and how to minimize the inconvenience:
- at gas stations: consider paying inside with the attendant for the exact amount and signing the receipt instead. Or choose among the following brands of gas stations which have implemented "smart" pumps that implement "partial authorizations" that never exceed your balance.
| Admiral | Amoco | BP | Casey's Gen Store |
| Cenex | Chevron | Circle K | Citgo |
| Exxon | H.E.B. | Hess | Kangaroo |
| Kroger | Mirastar | Murphy Oil | Pilot Travel Centers |
| QuikTrip | Racetrac | Sheetz | Shell |
| Speedway SA | Sunoco | Tesoro | Texaco |
| Wawa | | | |
- at restaurants, avoid changing your mind and paying the bill in cash after having handed out your card, as it may result in the restaurant "forgetting" to remove the hold on your card, which will result in the hold staying there for 4 days.
- at hotels or car rental companies, also avoid using another card or paying in cash after having handed out your UPside card, because the hotel or car rental company may not release the hold properly, resulting in the hold staying on your card for up to 15 days. If this happens, please contact the hotel or car rental company to verify that they are OK to release the hold on your card and ask them to send us a fax at 650-685-6758 with a written statement that they renounce the hold and that we can remove it sooner than the 15 day hold period.
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Can I use the card internationally?
Yes. The UPside Visa Prepaid Card is accepted at most merchants worldwide accepting Visa Debit.
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What is my Customer Service Access Code (CSAC)?
Your Customer Service Access Code (CSAC) is a four-digit number that is used to identify you when you contact customer service. Cardholders' CSAC is the last four digits of your Social Security Number.
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How do I get my Personal Identification Number (PIN)?
Your PIN will be selected automatically for you when you register online. You will get your PIN information when you call to activate your card. You are, however, able to change your PIN at any time (see below).
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Can I change my PIN?
Yes. You may change your PIN by calling Customer Service at 1-866-845-6273. You may change your PIN once at no cost. Any subsequent changes of your PIN will be charged a fee.
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What should I do if I've forgotten my PIN?
Please call customer service at 866-845-6273 and follow the automated prompts to "To hear or change your PIN."
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What do I do if the card is lost or stolen?
Please call customer service at 866-845-6273 to mark your card lost/stolen and have a new card shipped.
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Can I suspend the card and reactivate it later?
Yes. You can suspend your card at anytime online or by calling customer service. Please call customer service to unsuspend your card.
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How do I close a prepaid account?
The first step is to remove all of the funds remaining on the prepaid card account by making an ATM withdrawal or purchase goods or services in a merchant transaction. You may also request a check in the amount of the remaining balance from the iBankUP website for free (or $2.00 if you have already written an online check that month), or by calling a Customer Service Agent at 866-845-6273, in which case a $12 check issuance fee may be applied. Once all funds have been depleted from your prepaid account, you will need to contact Customer Service at 866-845-6273 or email at cs@ibankup.com, and request that the prepaid card account be closed. We may retain any funds under the $12 check issuance fee.
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My funding source details have changed, what do I do?
Life cardholders are not able to change your credit/debit funding card information, except for the expiration date when you receive a new card. Please contact customer service as cs@ibankup.com to do so.
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