U.S. Bank ReliaCard® Frequently Asked Questions
What is the ReliaCard? How does the ReliaCard work? The ReliaCard is a reloadable, prepaid Once funds are added to the card account, it can be used to debit card issued by U.S. Bank. The make purchases, pay bills, and make online, phone or mail- ReliaCard provides an electronic option order purchases. You can also get cash back with purchases at for receiving your government agency participating merchants or withdraw cash at ATMs, banks or credit payments. It is not a credit card, but works unions.1 The amounts of purchases, bill payments or cash withdrawals similarly to other prepaid debit cards. are automatically deducted from the available balance on the card.
What are the advantages of having a ReliaCard?
Save Money – No more going to a Fast – Your money is automatically deposited check casher to your card account
Track Spending – Account information and Save Time – Easy and quick access to your customer service 24 hours a day funds without waiting in line to cash or deposit a check Purchasing Power – Enjoy the prestige and purchase protection given to Mastercard-branded Convenient – Make purchases anywhere cardholders, without a credit check Mastercard debit cards are accepted, including retail stores, grocery stores, restaurants and Reliable – Receive your money on time. pharmacies and withdraw cash at ATMs No more lost or stolen checks
Secure – No need to carry large Safe – Funds are FDIC insured and are amounts of cash protected if lost or stolen2
How do I check my balance? Online – View account online at www.usbankreliacard.com Text 3/Email – Sign up to receive email or text alerts when funds have been deposited to your account or when your balance gets low Mobile Banking App – Search for “U.S. Bank ReliaCard” in the App Store or Google Play Phone – Call Cardholder Services at 866.567.8590 ATM – Perform a balance inquiry at an ATM1 Getting the Card
When the card is sent in the mail, what does the envelope look like? For security reasons, the card will arrive in a plain, white, windowed envelope.
What information or instructions come with the card? The card comes with: • Instructions on how to activate the card • A complete Fee Schedule • The cardholder agreement, which discloses terms and conditions • A usage guide detailing where and how the card can be used • The U.S. Bank Privacy Pledge
What do I do after I receive the card? You must call Cardholder Services at 866.567.8590 or visit www.usbankreliacard.com to activate the card and choose your Personal Identification Number (PIN). You cannot use the card until it has been activated. Be sure to sign your name on the back of your card in ink. Your card is not valid unless it’s signed. Note: we accept relay calls.
Do I receive a new card every time a payment is made? No. Future payments will be deposited automatically onto the initial card.
Using the Card
How do I make a purchase How can I get cash with my card?1 with my card? • Cash Back With Purchases – at participating The card works much like other prepaid or debit merchants such as grocery or convenience stores cards. You can use it online, over the phone, at • ATM Withdrawal – at any ATM grocery stores, retail stores, restaurants, medical • Teller Withdrawal – at any bank or credit union offices, etc. It is important to know your account balance before making purchases. How do I withdraw cash at an ATM? • Insert or swipe your card and enter your 4-digit PIN When making a purchase, • Select “Withdrawal from Checking” on the authorization machine, • Enter the amount to be withdrawn which selection (credit or debit) do I choose? Select “Credit” or “Debit” to make a purchase. How do I get cash back with a purchase? Select “Debit” to get ‘cash back’ with your • When the authorization machine asks for credit or debit, purchase. (You will have to enter your PIN.) select “Debit” • Enter the 4-digit PIN • Select “Yes” for cash back • Enter the amount, press “OK”
FAQ | 2 Using the Card
How do I get cash at a bank or credit Do I need a PIN to use the card? union teller? Yes & No. The card can be used to make signature-based You must know your available balance (the teller will purchases without a PIN. However, a PIN must be used for not have access to this information) and ask for a cash PIN-based purchases and for cash withdrawals at ATMs. You withdrawal1 in the amount you wish to withdraw. must choose your own PIN by calling Cardholder Services at Note: you may need to provide your driver’s license to 866.567.8590 or visiting www.usbankreliacard.com after verify your identity. you receive your card. For security reasons it is important that you pick a PIN that only you would know, and not share the Do I have to go to a U.S. Bank ATM or PIN or the card with anyone. U.S. Bank branch to get cash? No. You can get cash back with purchases at What should I do if I forget my PIN? participating merchants throughout the United States You must contact Cardholder Services at 866.567.8590 or such as grocery and convenience stores. Cash can visit www.usbankreliacard.com to reset your PIN. also be obtained from any ATM1 or over the counter at any Mastercard bank or credit union. To find the Can I still get cash if I forget my PIN? ATM nearest you, visit www.usbank.com/locate or Yes. You can go to any Mastercard bank or credit union www.moneypass.com. and ask the teller for a cash withdrawal.1
How do I transfer funds from my card to another bank account (“Card-to-Account Transfers”)? If your program allows Card-to-Account Transfers, click on the “Transferring Funds” link on the left side of cardholder website and complete the required fields on the Card to Bank Transfer page. The transfer will appear as an ACH withdrawal on your card transaction history and monthly statement. In addition, if a fee is assessed in relation to this transfer, the description of the fee in your transaction history and monthly statement will appear as a separate ACH withdrawal transaction. For more information about this fee, please see the Fee Schedule included in your card packet, log into your account at www.usbankreliacard.com, or call Customer Service at 866.567.8590.
What are some things I need to keep in mind when using my card to make purchases? Some merchants where you typically tip may authorize your transaction for an amount greater than your purchase to cover tips. Make sure your balance can cover the 20% or your transaction will be declined. When purchasing gasoline at a gas station, pay inside with the cashier to avoid a hold greater than the amount of your purchase (some ReliaCard programs may not allow you to pay with your card using the pay-at-the-pump option). The funds held will not be available for other purchases until the actual transaction amount clears. Payments made inside clear for the actual transaction amount immediately. Check your program materials for additional details.
How can I be notified when funds are deposited to my card? You have the option of signing up for optional text or email alerts3 when money is added or your card balance gets low at www.usbankreliacard.com. You can also use our two-way text alert feature by texting a short code to receive the following updates:
Alert Type Instructions Balance Alert Text BAL to 90831 Recent Transactions Text TRANS to 90831 Customer Service Number Text HELP to 90831
NOTE: this feature may not be available for all programs. For text messages, standard messaging charges apply through your mobile carrier and message frequency depends on account settings.
FAQ | 3 Using the Card
Can I manage my account with my Can I pay bills1 with my card? smart phone? Yes. You can visit your billers’ websites Yes. You can use the ReliaCard Mobile Banking app to and provide your 16-digit card number check your account balance, enroll in and manage text and expiration date or log on to alerts, view your most recent transactions or search for the www.usbankreliacard.com. nearest in-network ATM location. Search for “U.S. Bank Note: this feature may not be available ReliaCard” in the App Store or Google Play. for all programs. Some fees may apply. Check your program materials for additional details.
Are all features available on all ReliaCard and ReliaCard II programs? Some features may not be available for some ReliaCard or ReliaCard II programs. Refer to your cardholder agreement for available program features.
Limits
Can I make a purchase for more than the amount on my card? If you need to make a purchase for more than the amount you have on your card, you will need to use two forms of payment. Tell the cashier how much you want taken from the balance on your card — the cashier cannot determine your available balance. Then, pay the remaining balance with cash, check, credit card or check card.
Can the ReliaCard be overdrawn? How do I obtain information Usually a purchase that exceeds the available balance will not about fees for my ReliaCard? be approved. In very limited circ*mstances, if you do not have Fees are located on the Fee Schedule sent sufficient funds when the final amount clears, it may result in a to you with your card. You may view your negative balance; however you will not be charged an overdraft fee schedule online by logging into your fee. You can check your balance online, using the ReliaCard account at www.usbankreliacard.com. Mobile App or by calling Cardholder Services 24/7. You may also call Cardholder Services at 866.567.8590 to request fee information. Please consult the table on the next page for Can anyone else view or track my information on how to avoid fees on certain transactions? transactions for most ReliaCard programs. Please consult your program fee schedule to No. For privacy reasons, U.S. Bank does not share card account determine if a specific fee applies. numbers or transaction details. However, for reconciliation purposes, your government agency does have access to the amount and date of each deposit.
FAQ | 4 How to Avoid Fees
Fee Description How to Avoid
ATM Withdrawals • Make Purchases: Use your card to make purchases anywhere Mastercard (Out-of-Network*) debit cards are accepted – in stores, over the phone, online or pay bills. You can use your card at no charge to make everyday purchases such as groceries, convenience stores, etc. • Cash Back with Purchases: You can ask for ‘cash back’ when making purchases at participating merchants at places like grocery stores or retail stores. Select ‘DEBIT’ on the authorization machine, enter your 4-digit PIN and enter the amount of cash back you’d like. There is no fee to get cash back with purchases. • Bank Teller: Go into any Mastercard bank and ask the teller for a cash withdrawal for up to the full amount available on your card. (Fee may apply to some programs.) • In-Network ATMs: Withdraw cash at no charge at any U.S. Bank, MoneyPass or Allpoint ATM. For the nearest fee-free ATM locations visit: www.usbank.com/locate, www.moneypass.com, or www.allpointnetwork.com.
ATM Balance Inquiries U.S. Bank does not assess a fee to check your balance using any of the (Out-of-Network*) following methods: • Online – View account online at www.usbankreliacard.com. • Text 3/Email – Sign up to receive email or text alerts when funds have been deposited to your account or when your balance gets low. • Mobile Banking App – Search for “U.S. Bank ReliaCard” for your iPhone or Android phone. • Phone – Call Cardholder Services at 866.567.8590. • ATM – Perform a balance inquiry at a U.S. Bank, MoneyPass or Allpoint ATM.
*Out-of-Network ATMs means any ATM that is not a U.S. Bank, MoneyPass or Allpoint ATM.
FAQ | 5 Customer Service Can I view my account online? How do I view my monthly statement? Yes, at www.usbankreliacard.com. The following Monthly statements can be viewed online 24/7 at functions can be performed online: www.usbankreliacard.com. • PIN Change • Balance inquiry What should I do if I change addresses? • View card transactions Contact Cardholder Services at 866.567.8590 or visit • View previous statements www.usbankreliacard.com to report an address change. Also • Set up alerts contact your government agency to report an address change • Pay bills so that your mail may also be sent to the correct address.
Who do I contact if I have questions about my card? For questions about your deposit, such as when you will receive the next deposit to the card, or the amount of a deposit to the card, contact your government agency. For all other questions about the card, you may log into your account at www.usbankreliacard.com or contact Cardholder Services 24 hours a day, toll-free at 866.567.8590.
What happens if my card gets lost or stolen? You must immediately call Cardholder Services at 866.567.8590 to report your card lost/stolen and have a replacement card sent to you within 5-7 business days. You may not be responsible for any fraudulent activity that occurs on your card provided that you report the card missing in a timely manner, and have not shared your card or PIN number with anyone.
Can I contact my local bank for customer service on my ReliaCard account? No. You must direct all ReliaCard questions to Cardholder Services at 866.567.8590, or utilize the web site, www.usbankreliacard.com, for inquiries.
What services does the ReliaCard 24-hour Cardholder Services line provide? The following can be done through customer service:
• Activate the card • Review recent transaction history • Choose/Change PIN (Personal Identification Number) • Report card lost or stolen and have it reissued • Balance inquiry • Speak to a live representative if additional • Enroll in text alerts assistance is needed. Note: we accept relay calls.
1 Fees and transaction limits apply. See Fee Schedule for details. 2 You are generally protected from all liability for unauthorized transactions with Zero Liability. You must call the number on the back of your Card immediately to report any unauthorized use. Certain conditions and limitations may apply. See your Cardholder Agreement for details. 3 For text messages, standard messaging charges apply through your mobile carrier and message frequency depends on account settings.
The ReliaCard is issued by U.S. Bank National Association pursuant to a license Mastercard International Incorporated. Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated. ©2019 U.S. Bank. Member FDIC.
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