Cardholder Frequently Asked Questions

Transcription

1 Skip to Content Cardholder Frequently Asked Questions Close this browser window to return to session. TOTALPAY Card by ADP FAQs CARD BASICS 1. Is my TOTALPAY Card ready to use when I receive it? 2. When will I see my pay loaded onto my new TOTALPAY Card? 3. Do I need to contact my employer about my new Card? 4. Can I request another Card for a spouse or trusted family member? 5. Can I load funds from multiple employers to my TOTALPAY Card? 6. Is the TOTALPAY Card a credit card? 7. Does my TOTALPAY Card earn interest? 8. What should I do if my Card is lost, stolen, or damaged? 9. Is there fraud protection with the TOTALPAY Card? 10. What is the contact number for customer service? 11. Who do I call with questions about a specific purchase or for general questions about the Card? 12. Will I be charged any fees using the TOTALPAY Card? 13. Are funds loaded on to the TOTALPAY Card FDIC insured? 14. Will my TOTALPAY Card expire? WITHDRAWING FUNDS 15. Can I withdraw money from an ATM? 16. I have an odd amount remaining on my Card, how can I get this money? 17. Can I transfer money from my Card to my bank account? ADDING FUNDS 18. Can I wire funds from my bank to my TOTALPAY Card? 19. Can I load funds from multiple employers to my TOTALPAY Card? 20. Can I put cash on my Card by going to a retailer?

2 ACCOUNT BALANCE/MANAGEMENT 21. Will I receive a monthly statement? 22. How can I check my balance to know exactly how much money is on my Card? 23.What should I do if my Card is lost, stolen, or damaged? 24. Is there fraud protection with the TOTALPAY Card? 25. What should I do if I forget my PIN? 26. Can I request another Card for a spouse or trusted family member? 27. Can I take the TOTALPAY Card with me if I leave my employer? MAKING PURCHASES/PAYING BILLS 28. Can I use my Card to pay for automatic monthly payments (i.e., gym memberships, cable TV, cell phone bill, etc.)? 29. Where can I use my TOTALPAY Card? 30. Can I spend more money than I have on the Card? 31. Are there any overdraft penalty fees? 32. Can I pay bills with my Card? 33. Can I use the Card to rent a car? 34. Is there any type of transaction I am not able to perform with my TOTALPAY Card? 35. Can I buy gas with my TOTALPAY Card? CARD BASICS 1. Is my TOTALPAY Card ready to use when I receive it? No. For your protection you will need to go to mycard.adp.com or call to activate your Card. You will need to choose a PIN (personal identification number) when you activate your Card. 2. When will I see my pay loaded onto my new TOTALPAY Card? Allow up to three weeks after card activation for your pay to be loaded onto your new TOTALPAY Card. To validate that your pay has been added to your new Card, call ADP.4321 or visit the Cardholder Support Website at mycard.adp.com and log into your account. If you find that your pay has not yet been added to your new Card, contact Do I need to contact my employer about my new Card? No. When you activate your new Card your employer will be notified, and will begin to load your payroll to the new Card. 4. Can I request another Card for a spouse or trusted family member? Yes. Access the Cardholder Support Website at.mycard.adp.com or call Cardholder Services at to obtain information regarding adding a secondary card enrollment. You must have passed a validation process to be approved for this feature and the secondary cardholder must pass a validation process. If the secondary cardholder passes the validation process, you and the secondary cardholder share the same pool of funds. Each person has full and immediate

3 access to the joint balance on the Card. 5. Can I load funds from multiple employers to my TOTALPAY Card? Yes. If you pass a validation process, you can load funds from multiple sources. Simply provide your Card s Routing and Account Number to the business initiating the payment. Once you pass a validation process, you can obtain these numbers through the Cardholder Support Website at or by contacting Cardholder Services at Is the TOTALPAY Card a credit card? No. The TOTALPAY Card is a Visa prepaid debit card not a credit card. It will not build credit history. Each pay period your employer automatically loads your pay onto the Card. Each time you use the Card, the purchase amount is deducted from the amount of money available on the Card. 7. Does my TOTALPAY Card earn interest? No. Interest is not applied to the TOTALPAY Card balance. 8. What should I do if my Card is lost, stolen, or damaged? You should report the loss to Cardholder Services immediately so that the Card can be deactivated. Cardholder Services can be reached at We will cancel your Card and transfer the funds to a new TOTALPAY Card that will be sent to you. A fee for mailing a replacement Card may apply, so please see your Cardholder Fee Schedule. 9. Is there fraud protection with the TOTALPAY Card? Yes. Signature-based transactions that qualify are protected by Visa's Zero Liability Policy. Visa's Zero Liability Policy provides protection from unauthorized purchases. Visa's Zero Liability Policy does not apply to ATM transactions or to PIN transactions not processed by Visa. Other restrictions may apply. You may also have other protections under applicable law, such as Regulation E. 10. What is the contact number for customer service? For customer service regarding your TOTALPAY Card, please call ADP.4321 ( ). This number is also printed on the back of your Card. 11. Who do I call with questions about a specific purchase or for general questions about the Card? Most questions about the Card and details of transactions made with the Card can be answered through the Cardholder Support Website at mycard.adp.com. You may also contact Cardholder Services by calling

4 12. Will I be charged any fees using the TOTALPAY Card? Yes. There is a charge for utilizing certain features on your TOTALPAY Card. Please refer to your Cardholder Fee Schedule for applicable usage fees. To obtain information on your TOTALPAY Card fees, you can contact Cardholder Services by calling to talk to a representative or to request a copy of your Cardholder Fee Schedule be sent to you. 13. Are funds loaded on to the TOTALPAY Card FDIC insured? Yes, the amounts that you load on your Card are insured by the Federal Deposit Insurance Corporation ( FDIC ) up to the maximum amount provided by applicable law. 14. Will my TOTALPAY Card expire? Yes. Your TOTALPAY Card does have an expiration date but your funds do not expire. Please review the front of your Card to see your Card expiration date. Prior to your current Card expiring, a new Card will be sent to your attention. WITHDRAWING FUNDS 15. Can I withdraw money from an ATM? Yes. You will select a 4 digit PIN (personal identification number) when you activate your Card. Please note: You have access to at least one ATM withdrawal per pay period at no charge through our surcharge-free ATM networks. Please see your Cardholder Fee Schedule for more information on how to find surcharge-free ATMs and when ATM fees may apply. 16. I have an odd amount remaining on my Card, how can I get this money? Where a merchant that accepts Visa prepaid debit Card allows, you can make a purchase for the odd amount remaining and pay the difference in cash or make a purchase for less than the odd amount and get cash back for the rest. You should inquire whether the merchant will allow you to conduct a transaction in this manner before completing the transaction. You can also go to a Visa member bank to make an over-the-counter withdrawal with the teller. 17. Can I transfer money from my Card to my bank account? You may request one transfer per business day from your Card to a U.S. bank account via the Cardholder Support Website at mycard.adp.com. Allow up to 72 hours for the transfer to complete.

5 ADDING FUNDS 18. Can I wire funds from my bank to my TOTALPAY Card? No. Your Card does not accept wired funds. There are convenient ways to add money to your Card. There is no charge for direct deposit, an easy way to reload your TOTALPAY Card. Your funds are immediately available on your TOTALPAY Card on payday. Besides direct deposit, you can also reload your Card by purchasing a Green Dot MoneyPak at a participating retailer and transferring the value of the Green Dot MoneyPak to your TOTALPAY Card. You must pass a validation process to allow reloads to your Card. 19. Can I load funds from multiple employers to my TOTALPAY Card? Yes. You can load funds from multiple sources. Simply provide your Card s Routing and Account Number to the business initiating the payment. You can obtain these numbers by contacting Cardholder Services at or through Cardholder Support Website at mycard.adp.com. You must pass a validation process to gain access to your Routing and Account Number. ABA DDA numbers are assigned to each TOTALPAY Card to facilitate the loading of funds. Your Card is not associated with a bank account. 20. Can I put cash on my Card by going to a retailer? To reload at a participating retailer you can purchase a Green Dot MoneyPak. Green Dot MoneyPaks can usually be found in the same section where prepaid cards are sold. Give the cashier the MoneyPak along with the money you wish to load onto the Card. After the cashier has loaded the funds to the MoneyPak, go to mycard.adp.com or call to apply the funds to your Card. Most retailers charge $4.95 for this service (but fees may vary), in addition to the amount you wish to load onto the Card. You should confirm your access to this feature before purchasing the Green Dot MoneyPak. The MoneyPak load limits to your TOTALPAY Card are as follows: Daily $1,100 Monthly $2,400 ADP may increase or decrease these limits from time to time at its discretion and without notice to you.

6 ACCOUNT BALANCE/MANAGEMENT 21. Will I receive a monthly statement? Your statements are available online through the Cardholder Support Website at mycard.adp.com. If you do not have online access, you may contact Cardholder Services to request your transaction history at no charge. A monthly paper statement can be mailed to you at your request through the Cardholder Support Website at mycard.adp.com or by contacting Cardholder Services at A fee for mailing a monthly paper statement will apply, see your Cardholder Fee Schedule. 22. How can I check my balance to know exactly how much money is on my Card? You can check your current balance anytime for no charge ($0) by accessing the Cardholder Support Website at mycard.adp.com. You can also check your balance for no charge ($0) by calling Cardholder Services at Finally, you may check your balance at an ATM, but a fee may apply (it may not be free). Please refer to your Cardholder Fee Schedule for the fee that may apply for checking your balance at an ATM. 23. What should I do if my Card is lost, stolen, or damaged? You should report the loss to Cardholder Services immediately so that the Card can be deactivated. Cardholder Services can be reached at We will cancel your card and transfer the funds to a new TOTALPAY Card that will be sent to you. A fee for mailing a replacement Card may apply so please see your Cardholder Fee Schedule. 24. Is there fraud protection with the TOTALPAY Card? Yes. Signature-based transactions that qualify are protected by Visa's Zero Liability Policy. Visa's Zero Liability Policy provides protection from unauthorized purchases. Visa's Zero Liability Policy does not apply to ATM transactions or to PIN transactions not processed by Visa. Other restrictions may apply. You may also have other protections under applicable law, such as Regulation E. 25. What should I do if I forget my PIN? If you forget your PIN or would like to change it, you can do so by accessing the Cardholder Support Website at mycard.adp.com, or by calling Can I request another Card for a spouse or trusted family member? Yes. Access the Cardholder Support Website at mycard.adp.com or call Cardholder Services at to obtain information regarding adding a secondary Card enrollment. You must be a pass a validation process to be approved for this feature and the secondary cardholder must pass a validation process. If the secondary cardholder passes the validation process, you and the secondary cardholder share the same pool of funds. Each person has full and immediate access to the joint balance on the Card.

7 27. Can I take the TOTALPAY Card with me if I leave my employer? Yes. If you pass a validation process you can receive direct deposit from your new employer onto your current TOTALPAY Card. Simply provide each employer with your TOTALPAY Card s Routing and Account Number, also known as your ABA and DDA numbers. You can obtain these numbers by contacting Cardholder Services at or through Cardholder Support Website at mycard.adp.com. You must pass a validation process to gain access to your Routing and Account Number. ABA DDA numbers are assigned to each TOTALPAY Card to facilitate the loading of funds. Your Card is not associated with a bank account. MAKING PURCHASES/PAYING BILLS 28. Can I use my Card to pay for automatic monthly payments (i.e., gym memberships, cable TV, cell phone bill, etc)? Yes. However, it is your responsibility to make sure you have enough funds available on your Card each time the recurring transaction is due. These merchants may suspend or cancel your service if you don't have enough money left on your Card when they attempt to charge the monthly payment. This could be dangerous if the recurring charge is for an essential service. 29. Where can I use my TOTALPAY Card? You can use your TOTALPAY Card at any merchant that welcomes Visa prepaid debit cards. Just give your TOTALPAY Card to a cashier, waiter, or attendant, and then sign or use your PIN for your purchase. If you want to get cash back, use your PIN to make a PIN-based purchase at stores that offer this service, like grocery and convenience stores. Or use your PIN at participating ATMs. You can also use the Card to make purchases online, on the telephone, and by mail order. 30. Can I spend more money than I have on the Card? No. You are not allowed to exceed your available balance and there is no line of credit or overdraft protection feature associated with your Card. It is possible however, due to unusual circumstances that merchants will accept your Card even though you didn t have enough funds. For example, a transaction that settles for an amount greater than the amount authorized. You are still responsible for any negative balance amount. Please refer to the Cardholder Agreement document that you received with your Card. 31. Are there any overdraft penalty fees? You are not allowed to exceed your available balance so there are no overdraft penalty fees. You are however responsible for any negative balance that may occur as the result of an authorized transaction that settles for an amount greater than the amount authorized, o causing a negative card balance. Please refer to the Cardholder Agreement document you received with your Card. 32. Can I pay bills with my Card? Yes. You can pay bills online at mycard.adp.com. You can also pay bills in person where Visa or prepaid debit cards are accepted.

8 33. Can I use the Card to rent a car? Your prepaid Card may be used to rent a car, but rental car companies "authorize" (have money held) for more than the actual cost of the rental car. The reason is that the rental car company won't know if they need to charge you for additional expenses like gas, car damage and extra days until you return the vehicle. These authorized funds will be held and unavailable for you to spend until the final transaction is posted to your Card. This means that you might not have access to these funds for several days. To avoid problems when you rent, call the rental car company ahead of time and ask them what their policy is regarding the use of prepaid debit cards. 34. Is there any type of transaction I am not able to perform with my TOTALPAY Card? You cannot use the TOTALPAY Card for unlawful Internet gambling or any illegal transaction. 35. Can I buy gas with my TOTALPAY Card? Yes, but when you use your TOTALPAY Card at a gas station, be sure to pre-pay the cashier inside before you fill up and tell the cashier the exact amount of gas you wish to purchase with your TOTALPAY Card. Do not swipe your Card at the pump or you may incur a hold amount that exceeds your gas purchase amount. We recommend that you always pay the cashier first for the amount of gas you wish to purchase. TOTALPAY Cards are made available through ADP. The TOTALPAY Card by ADP is issued by MB Financial Bank, N.A., Member FDIC, pursuant to a license from Visa U.S.A. Inc. The ADP logo is a registered trademark of ADP, LLC TOTALPAY Card by ADP is a registered trademark of ADP, LLC. All other trademarks and service marks are the property of their respective owners. Visa is a registered trademark of Visa U.S.A. Inc. T&FSHRD Powered by Visa Debit Processing Service