Forgotten User name
Your username will be sent to your e-mail on file within (3) days. If you have lost your password, you may use the password retrieval feature at the account login page. Your password will also be sent to your e-mail on file. To retrieve your User Name, click here.
Forgotten Password
Your password may be retrieved by going online to the account login page. Simply enter the security information and your password will be automatically sent to your e-mail on file. If you have further questions regarding your password, click here.
Creating or changing your TAV
The TRANSACTION AUTHENTICATION VALUE (TAV) is used as an extra fraud protection measure and may be requested by online merchants when making purchases. To change your TAV, you must be logged into your account. Choose a THREE (3)-digit numeric code that only you know. Ensure this code is difficult for any other person to guess. You may change your TAV as often as you'd like-you may even change it prior to every online transaction. In order to change it, login to your account and click on "CHANGE TAV". Enter and create your TAV. We encourage you to change your TAV often in order to prevent online fraud. If you have further inquiries regarding your TAV, click here.
Why are my funds not reflecting in my account?
Funds transferred from a checking account to your account will take between 2-5 banking days. Funds transferred from your account to your checking account will take approximately (2) banking days if done before 6 p.m. EST. If done after 6p.m EST, the funds will be transferred in approximately (3) banking days. If funds have not been posted in the time indicated above, please click here.
Forgotten my lost PIN
Please send an e-mail to: Your PIN will be sent to your e-mail account on file within (3) days. If you continue having problems with your PIN, please click here.
How do I confirm my micro-deposit?
Once you have received a small deposit to your checking account on file, you must confirm the amount of the micro-deposit. Login to your account and click on "Funding Accounts" in the menu on the left side of the screen. At this point, you will see a "Conf" button next to the bank account you selected. Clicking on this button opens a window that allows you to enter the amount of the deposit. If the amount entered is correct, you have successfully confirmed your bank account with us. At that point, your initial deposit will be credited to your card account. You will then be issued your account number. You have three attempts before your account locks. If your account locks, you must apply for a completely new account. If you still have questions regarding your mirco-deposit, please click here.
Why is my account locked?
Your account will lock itself if you enter your Password incorrectly (3) or more times consecutively. It will remain locked for 24 hours. Once this time has elapsed, your account will unlock after you enter your User ID and Password correctly. If you still experience problems with your account being locked, please click here.
Why am I unable to transfer funds to an online merchant?
There are several reasons you may not be able to transfer to an online merchant:
- Your daily or monthly card limits may have been exceeded. The daily limit is $200.00. The monthly limit is $1,000. If you have not exceeded your limits and are still being declined, please verify that your current transfer attempt will not cause you to go over your limits as this will also decline your transaction.
- You may be entering the incorrect TAV. Please change your TAV by logging into your account and clicking on the "Change TAV" link. Enter any 3-digit number and confirm.
- You may confirm your expiration date by logging into your card account and clicking on "BALANCE".
4) You may be trying to transfer more that your available balance.
Please note that the amount available to you to transfer to an online merchant will be displayed next to the window that allows you to enter the transfer amount.
If you still experience problems transferring funds to an online merchant, please click here.
Account to account transfers
In order to transfer funds to another card, please login to your account and choose the option “Account to Account Transfer” option. You will be asked to enter the card number that you would like to transfer to. Your available funds to transfer will be disclosed next to the window where you enter the amount. Funds will post immediately.
If you have problems transferring to another card, please click here.
Transfers to Bank account in the US
In order to transfer funds from your account to a checking account, please login to your account and choose the option TRANSFER TO A BANK IN THE US. You will be asked to enter the bank information including the routing number and account number of the account that you would like to transfer funds to. Your available funds to transfer will be disclosed next to the window where you enter the amount. Funds will post to the account in 1-3 banking days.
If you have problems transferring to a bank account in the US, please click here.
Why does my balance and available balance differ?
A discrepancy between your balance and available balance occurs when you attempt to process a transaction but enter the incorrect TAV Number. Our security system will detect this as suspicious activity and will place a hold on the funds until the correct TAV has been entered. To change your TAV, enter your account and click on the option CHANGE TAV. Enter any 3-digit number into the system and confirm. You may change your TAV as often as you like. Once you have done this, your funds will be released. This may take UP TO FIVE DAYS.
If your funds have not been released after you have entered a new TAV, and five days have elapsed, please click here.
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