Contact us

How much money can I withdraw or
spend per day?
Generally, you can access your entire payroll
amount at any time. Some ATMs are limited to the
amount of funds they can disburse during each transaction and some merchants are limited to the amount of cash-back they can provide.

What is my PIN and when do I use it?
Your four-digit PIN (personal identification number) is found in the top, right-hand corner of the mailing piece your card came attached to. You should keep this number in a safe place so it isn't lost or stolen - it is for your use only. Never write your PIN on your card. This PIN is the number used to make POS (point-of-sale) transactions and to withdraw money from an ATM machine. You should memorize this number for security purposes.

Where is my passcode located on my card and when do I use it?
Your four-digit passcode is located on the bottom, right-hand corner on the back of your card. This number is used to access your PAYCHEK PLUS!™ account via the Internet and the IVR (Interactive Voice Response) telephone system. You will be prompted to change this upon first use for security purposes. It is recommended that you pick a new 4-digit number that is easy for you to remember but should not be the same as your 4-digit PIN.

What if the ATM machine didn't work…should I try another one?
Yes, the machine may simply be out of cash or down for repairs. Also, check the logos on the machine to ensure it accepts your card. Look for one of the logos on the ATM to match one of those on your PAYCHEK PLUS!™ card.

What if the ATM machine keeps my card?
First, check with the bank, company or person in charge of the ATM machine's operation to determine if the ATM equipment is malfunctioning. If no resolution is reached, contact the Customer Service Center at your program specific, toll-free number for assistance.

Does the receipt from the ATM machine and POS terminal reflect my current card balance?
Your current card balance is transmitted back to the ATM with each transaction. If the ATM has the proper software, this balance will be printed on your receipt. Point-of-sale terminals do not report available balances.

Can I get cash back at a POS terminal and is there a fee for doing so?
You can receive cash back, up to the limit of each merchant. You are charged an initial fee to use the POS terminal, but there is no additional charge to get cash back.

How do I return goods I purchased with my card account?
It depends upon the merchant's policy. In some cases the merchant will credit your card, and in others the merchant will refund you with cash. As with any purchase, always keep your receipt.

How do I obtain my account and balance information?
You can obtain this information several different ways. You can call the voice-response customer service system at the toll free number listed on the back of your card; follow the prompt for enhanced services and wait for a prompt that allows you to check your account. Or, you can look up your account online at your program specific web site, or you may click on the Account Access link to view your account.

What should I do if there is an error or unauthorized purchase on my account?
Contact the Customer Service Center immediately to report the incident. An investigation will be held to check on your claim and take appropriate action.

Do I receive a statement each month for the transactions on my account?
An account statement is provided electronically online. You can access this by going to the web site printed on the back of your card and click on the Account Access button. Following the directions on the website, you will be able to access all information related to your PAYCHEK PLUS!™ account.

What if the wrong dollar amount is charged when I make a POS purchase?
If you notice this error on the store receipt after you've left the store, contact the store immediately for a refund. When you call, be ready to provide your name, account number, the date and amount of the transaction, the type of transaction and the error amount. You will most likely have to return to the store where the error occurred, with your original receipt, and obtain an adjustment.

How do I check my balance using the IVR and going online?
--To check your balance using the IVR system, call the toll free number printed on the back of your card and follow the prompts for enhanced services. When prompted, enter your 16-digit card number and then enter your passcode when prompted. The IVR will then instruct you how to retrieve your account balance.

--To check your account via the Internet, go to the PAYCHEK PLUS!™ website printed on the back of your card. You will need to click on the Account Access link and enter your 16-digit number or ID number and your passcode to access your account. If you have any problems or questions with either of these systems, call the Customer Service Center.

How do I use my card as a phone card?
There are easy-to-follow directions on the back of your card that tell you how to use it as a phone card. Dial the toll free number and when prompted, press the appropriate menu number to place a phone call. You will then be asked to enter your 16-digit card number and then the phone number you would like to call. Follow the system prompts to make your telephone call.

What if my card is lost or stolen?
If you discover your PAYCHEK PLUS!™ card has been lost or stolen, you have two options:

1. If it is during business hours of your employer, check your balance on the website or voice response customer service system immediately. If the balance is accurate, go to your employer's Human Resources or Payroll Department, obtain a new card, complete the Replacement Card Authorization form and conduct a card-to-card transfer - moving funds from your old account to your new one.
2. If it is after business hours or over a weekend, report the loss to PAYCHEK PLUS!™ Customer Service immediately at the toll free number immediately upon discovery. This will allow PAYCHEK PLUS!™ to freeze your account. Then on the next business day, go to your employer for a replacement card. Remember, this is your money! Protect it by acting quickly!
   

How do I add additional funds to my card?
You can add additional funds to your PAYCHEK PLUS!™ card by using the same direct deposit process as your payroll. Using the instructions provided to you, instruct the entity paying you (such as the Internal Revenue Service and other benefit providers) to pay you by direct deposit.