To activate from the Pay Portal login page, click Activate Account.

To activate your prepaid card, please select Card Number and enter your 16-digit card number. Once completed, click Continue.

Depending on your account type, an activation email may be sent to you containing a link, or you may be directed to a page where you will be asked to verify your identity. If you have received an activation email, you will need to click Activate Account before verifying your identity.

To verify your identity, you will be asked to select and provide another piece of profile information. Click Continue once you have entered the correct details.

Complete your profile by providing the system with your personal information and address details. Once you have filled out every field, click Continue.

Now it’s time to establish your security information. It's important to fill in all the information on this screen. For best security, choose a password that is easy for you to remember but difficult for a stranger to guess.

We recommend choosing a password that is at least eight characters long and contains a mix of:

• Lowercase letters (a, b, c, d) 
• Uppercase letters (A, B, C, D) 
• Numeric characters (1, 2, 3, 4) 
• Non-alphanumeric characters: (!, @, #, $)

Choose security questions that you will remember. You will be required to answer these whenever you make changes to your account or verify your identity with Customer Support.

You must check the box at the end of the screen to verify that you have read and agreed to the Terms of Service. Clicking the link will enable you to download a copy to your computer.

Click Confirm to complete your account creation.

Congratulations! Your account has been successfully activated. You will be immediately directed to your account.

1. Enter your Username and Password on the login page.
2. Click Sign In

If you're unable to access your Pay Portal and are receiving an "Error 104" message, find your IP address and contact us for assistance. 

To change your registration info:

1. Click Settings on your menu 
2. Click Profile
3. Make the desired changes to your information
4. Click Save

1. Log in to your Pay Portal.
2. Click Settings > Security
3. Enter your existing password.
4. Enter and confirm a new unique password.
5. Click Update Password

Password requirements:

• At least 1 upper case letter
• At least 1 lower case letter
• At least 1 number
• At least 8-128 characters long
• At least 1 special character
• Not used before.

1. Click Forgot Your Password? on the Pay Portal login page.
2. Enter the email address registered on your Pay Portal.
3. A password reset notification will be sent to this email. Click the Reset Password link. This will direct you to a page where you can enter and confirm your new password.

4. Enter and confirm a new unique password.
5. After successfully resetting your password, a confirmation email will be sent to your email. Click Return to Login Page and use your new password to log in to the Pay Portal.

Transfer method availability varies depending on the country and currency. Click on Transfer > Add New Transfer Method to see your options. If your country/region or currency is not listed in the options, it is not supported.

If the Prepaid Card option is available for your program and country, you can request one by following these steps:

1. Log in to your Pay Portal.
2. Click Request Card > Continue.
3. Update the mailing address if necessary.
4. Click Continue > Confirm.

If a card activation fee is defined in your Cardholder Agreement, it will be debited from your Pay Portal balance.

Note: When you open a Prepaid Card account, we will ask for your name, address, date of birth, and other information that will allow us to reasonably identify you. We may also request proof of identification and proof of address. 

Depending on your location, please allow the following delivery times to receive your Prepaid Card after your request has been approved.

USA, Canada and Europe:
Standard - up to 15 business days
Expedited - up to 3-7 business days

Rest of World:
Standard - up to 6 weeks
Expedited - up to 3 weeks

Note: The timelines above are estimated and assume normal conditions with no mail interruptions.

• Instantly load your card using your Pay Portal Balance.
• Make payments in-store, online, or over the phone to merchants (except online gambling sites) bearing the acceptance mark displayed on your card. Please note that some merchants may have a policy to not accept Prepaid Cards. This is a merchant-specific policy.
• Withdraw cash at millions of ATMs worldwide. Fees may apply, see Cardholder Agreement for details.
• View your card balance and statement online or on your mobile phone.

Log in to your Pay Portal and click Legal at the bottom of the page to access a digital copy.

Once your card is activated:

1. Log in to your Pay Portal.
2. Click Transfer
3. On the Transfer Center, click Action > Transfer to Card

• Online: Log in to your Pay Portal
• Phone: Call the number listed on the back of your card and select the option to obtain the card balance.
• ATM: Consult an ATM (charges may apply. Please see your Cardholder Agreement).

In most cases, your transaction history will be updated immediately after the card processor receives the transaction information.

Not all merchants may immediately submit their card transactions for processing. This may cause a delay in your transactions being displayed on the Pay Portal.

If you forget your PIN, you can reset it using the Reset PIN feature found in your online Pay Portal under the Home tab.

1. Log in to your Pay Portal.
2. In the Home tab, go to my My Cards.
3. Click the Action button.
4. Click the Reset PIN option.

Please call customer support immediately so it can be suspended or disabled and replaced.

When you swipe or insert your Prepaid Card at a gas station pump, the gas station will place a pre-authorized hold of up to $125.00 USD or more on your card prior to you filling up.

The actual amount purchased will be processed on the card at a later time, but the initial hold may last for 8 days before being released, minus the amount of gas that was purchased.

During the time that the hold is in effect, the funds being held will be unavailable for you to use.

When the transaction settles, you will only be charged for the amount of gas purchased.

To avoid pre-authorized holds, we recommend pre-paying inside the gas station so you can specify the exact amount of gas you wish to purchase.

Some other merchants may have similar practices and even longer maximum pre-authorization timeframes:

• Hotels and cruise lines (up to 30 days)
• Vehicle rental agencies (up to 60 days)
• Financial institutions (up to 10 days)

Some merchants may bill under a legal name which differs from their operating name or bill from a state / region that is different from where the purchase was made.

If you have questions about a transaction, please contact the merchant directly.

If you believe a Prepaid Card transaction has been posted to your account in error, a dispute can be submitted to the issuing bank within 60 days of the date that the purchase appears on your transaction history.

If you suspect fraudulent activity, contact customer support immediately so the card can be disabled and replaced.

Please note the issuer of your prepaid card, which will be displayed on the back side of the card near the bottom. Download the corresponding issuer dispute form and fill it out according to the instructions indicated on the form:

Pathward Visa/Mastercard Prepaid Card

Disputes are subject to time limits which vary between 30 and 120 days after the date they appear in your transaction history.

After your dispute is received, we will investigate the discrepancy in question based off the information you have provided us; however, we may need to contact the merchant for more information about the disputed transaction(s).

If more information is needed, we may contact you by mail. We process disputes according to billing error procedures that are governed by federal law and outlined in your Cardholder Agreement.

When your investigation is completed, if we find that a discrepancy did occur, the funds should be returned to you within 45 - 60 days.

It means that the transaction is pending and has not been cleared by the merchant. Pending transactions are usually cleared shortly after a purchase is made.

These transactions cannot be disputed, however, the merchant may be able to settle the funds early if necessary documentation is submitted.