Frequently Asked Questions
Our Frequently Asked Questions are grouped into two sections:
Cardholder Questions
Cardholder Troubleshooting
Click on the section name to see questions on the topic you are interested in reviewing. Then click on the link to the question to review the answer.
Where can the prepaid card be used?
Can the prepaid card be used to make purchases on-line?
Can the prepaid card be used at ATMs?
Can the recipient get cash for the prepaid card?
Does the card expire?
What if the purchase amount is less than the dollar value of the prepaid card?
What if the cardholder wants to make a purchase for more than the balance on the prepaid card?
How do I check the remaining balance on my prepaid card?
What if the prepaid card is lost or stolen or needs to be cancelled for other reasons?
Is customer service available for general questions?
What if a balance remains on the prepaid card after it expires?
How do I use the prepaid card at Gas Stations?
How do I use the prepaid card at Restaurants and other locations that have a TIP line in the receipt?
How is my prepaid card to be processed by the merchant (as a debit or credit card)? Does my card have a PIN?
How do I dispute an incorrect, unauthorized or invalid charge made to my prepaid card?
Cardholder Trouble Shooting
I tried to make a purchase but my prepaid card was not accepted.
There may not be sufficient balance remaining on your prepaid card, to check your balance, click here.
Was the merchant possibly trying to process the prepaid card as a debit card with at PIN?, click here.
For instructions on how to make a purchase greater than the balance remaining on the prepaid card by paying the difference in cash, click here.
Has your card expired? Check the expiration date on the front of your prepaid card.
Were you trying to use your card at a Restaurant (click here) or Gas Station (click here)?
Were you trying to make a purchase On-line? If so, click here.
My prepaid card expired but a balance remains on the card.
Click here.
My prepaid card is lost or stolen.
I am having trouble getting cash back from my prepaid card.
I still have problems or questions. How can I contact the customer service department?
Answers to Cardholder Questions
Your prepaid card is accepted anywhere debit cards are accepted, at millions of locations worldwide.
Can the prepaid card be used to make purchases online?
Yes. The billing address is indicated on the tri-fold card carrier that comes with the card. You may need to know this for online purchasing.
No. If you did not receive a PIN number for this card, there is no ATM access. (Note: This may not apply to all prepaid cards.)
No. If you did not receive a PIN number for this card, there is no cash access. Prepaid cards without PINs are not redeemable for cash at ATMs or bank branches. (Note: This may not apply to some programs.)
Yes. The expiration date is located on the front of the card. The prepaid card must have an expiration date for it to work in the point of sale terminals used to authorize purchases at the millions of locations worldwide.
Cardholders may request a new card be issued even if the card has expired. Fees do apply. Click here to see instructions.
The remaining balance remains on the prepaid card and can be used towards the next purchase. Prepaid cards may be used to make multiple purchases at multiple locations until the remaining balance is depleted, after which time the card is invalid.
If the purchase is more than the existing balance on the prepaid card, first pay the cashier by check or other charge card for the amount that your purchase exceeds your prepaid card remaining balance. Then ask the cashier to run your prepaid card through for its remaining balance as a regular charge. Authorization will only be given for the amount available on the prepaid card.
Before you can check your balance you must register your prepaid card -- Click here to register your prepaid card. If you have already registered your prepaid card, Click here to see your purchase history and remaining balance.
Contact customer service immediately at 877-303-4438.
Cards embossed with generic names rather than actual cardholder names cannot be re-issued unless the cardholder`s name has been placed on file prior to the card being reported lost or stolen and the number of the card is known.
You will be charged a $5 cancellation fee and a $5 reissue fee against the remaining balance.
New cards are issued for remaining balances of $5 or more and checks are issued for remaining balances of $1 to $4.99.
For a list of customer service options, click here.
What if a balance remains on the prepaid card after it becomes inactive?
If you have a remaining balance after your prepaid card becomes inactive, your prepaid card will be charged a $10 inactivity fee to maintain your account balance. Each month thereafter your prepaid card will be assessed a maintenance fee of $3 to maintain your account.
If the prepaid card has become inactive and a balance remains, we will reissue a prepaid card in the same name. The reissue fee is $5.
To request a reissue, please mail your inactive prepaid card to:
Springbok Services, Inc. P.O. Box 3367 Englewood, CO 80155-3367
Springbok Services, Inc.
P.O. Box 3367
Englewood, CO 80155-3367
How do I use the prepaid card at gas stations?
When purchasing gasoline, please take your card to the attendant. Tell the attendant to charge the amount you wish to purchase, have the attendant charge that amount on your card, and then pump your fuel.
How do I use the prepaid card at restaurants and other locations that have a TIP line in the receipt?
Please note that most restaurants have their point-of-service terminals pre-programmed to add a 15%-20% gratuity to your bill total at the time of card authorization. For your card to be accepted, the total of your bill plus the automatically added gratuity must not exceed the available balance on your prepaid card. For example: If you have $25 remaining on your prepaid card, and have a $24 restaurant bill, your prepaid card may be declined for that purchase because the restaurant may be trying to authorize a $28.80 purchase, not a $24 purchase. This issue applies to any merchant with a tip line on the receipt.
If you did not receive a PIN number for this card, do not attempt to process it as a debit card. To ensure that your transaction can be processed by the merchant, the best alternative is to use it as a credit card. Merchants can process prepaid cards as a debit transaction only if you have a valid PIN number for the card. (Note: This may not apply to all programs.)
Contact Customer Service immediately at 877-303-4438.
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Springbok Services, Inc. is a registered agent of KeyBank National Association and MetaBank™. MasterCard prepaid cards are issued by KeyBank National Association or MetaBank™ pursuant to a license by MasterCard International Incorporated. MasterCard and the MasterCard Brand Mark are registered trademarks of MasterCard International Incorporated. Visa prepaid cards are issued by MetaBank™ pursuant to a license from Visa U.S.A. Inc.