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Questions
- What do I need to get the ACE Visa® Prepaid Debit Card? What are the requirements?
- How is the ACE Visa Prepaid Debit Card different from a credit card?
- Where do I get the ACE Visa Prepaid Debit Card?
- How long does it take to receive my ACE Visa Prepaid Debit Card in the mail?
- How do I load money onto my ACE Visa Prepaid Debit Card?
- What is the maximum/minimum that I can load onto my ACE Visa Prepaid Debit Card?
- If I lose my ACE Visa Prepaid Debit Card or NetSpend Cash Card, can someone use it at an ATM?
- What can I buy using my ACE Visa Prepaid Debit Card?
- Can I send money with my ACE Visa Prepaid Debit Card?
- How do I check my balance?
- What if I don't agree with my available balance?
- Can I pay at the pump for gasoline?
- What if one of the posted transactions on my account is illegitimate?
- What is the minimum balance required to rent a car?
- What is a PIN?
- Can I change my password/PIN?
- What if I forget my password/PIN?
- What are the fees for using my ACE Visa Prepaid Debit Card?
- My ACE Visa Prepaid Debit Card or NetSpend Cash Card was stolen. What do I do now?
- What are the system requirements for accessing my account via the NetSpend website?
- Can I close my account and withdraw my money?
- What are your telephone Customer Service hours?
- Can I rent a car with my ACE Visa Prepaid Debit Card?
- Where can I use my temporary NetSpend Cash Card?
- Can my ACE Visa Prepaid Debit Card be sent to a PO Box?
- Can I use my ACE Visa Prepaid Debit Card for Hotel Reservations and payment?
- What do I need to get the ACE Visa Prepaid Debit Card? What are the requirements?
Getting the ACE Visa Prepaid Debit Card is easy. Go to one of our
distributors, where we will verify your name, address, telephone number
and collect the one-time fulfillment fee. There is no credit check or
application. You are already accepted! Due to newly adopted government
regulations, all customers are also required to provide their date of
birth and one form of government ID to activate a NetSpend Card. All
U.S. citizens must provide their Social Security Number as the form of
government ID. Non-U.S. citizens can provide an alternative form of ID,
such as a Driver's License, Passport, Alien Registration,
etc. » top
- How is the ACE Visa Prepaid Debit Card different from a credit card?
The ACE Visa Prepaid Debit Card is prepaid, which means it is
completely powered by your cash. The money you have in your NetSpend
ACE Visa Prepaid Debit Card account is the money you have to
spend. » top
- Where do I get the ACE Visa Prepaid Debit Card?
Visit this page to find the authorized distributors near you. » top
- How long does it take to receive my ACE Visa Prepaid Debit Card in the mail?
You will receive your ACE Visa Prepaid Debit Card in about 10 business
days. Meanwhile, you may use your NetSpend Cash Card to access your
money at more than one million ATMs worldwide. » top
- How do I load money onto my ACE Visa Prepaid Debit Card?
You may load your ACE Visa Prepaid Debit Card at any of our authorized distributor locations. Visit this page
for more information. You may also transfer money to other NetSpend
accounts by calling our Customer Service Department at 1-866-930-9924
or by clicking on the “Transfer Funds” link in the “Account Center”
once you log in online. Funds are posted to your account within 30
minutes. » top
- What is the maximum/minimum that I can load onto my ACE Visa Prepaid Debit Card?
Maximum and minimum loads may vary according to Card type and location.
Please call Customer Service at 1-866-930-9924 for more
details. » top
- If I lose my ACE Visa Prepaid Debit Card or NetSpend Cash Card, can someone use it at an ATM?
The only way someone else could use your Card at the ATM would be if
they knew your PIN. Never write your current PIN on your ACE Visa
Prepaid Debit Card or NetSpend Cash Card. Call us immediately to report
a lost or stolen Card at 1-866-930-9924. You can also report your Card
lost or stolen online once you are logged into your “Account
Center.” » top
- What can I buy using my ACE Visa Prepaid Debit Card?
You can purchase anything you want, as long as the merchant accepts
Cards and all merchant conditions are met. You can make purchases at
more than 21 million merchants, on the Internet, or over the telephone.
You must be at least 18 years of age to purchase adult
content. » top
- Can I send money with my ACE Visa Prepaid Debit Card?
Yes, if the person receiving money has a NetSpend account, you can
transfer funds to them at any time either via Customer Service or
online. Call us at 1-866-930-9924 for details. » top
- How do I check my balance?
You may check your balance online for free, through our automated phone
system, or by talking to one of our friendly Customer Service Agents,
in English or in Spanish. A fee is assessed for balance inquiries via
our automated phone system or through a live agent. Should you choose
to access your balance online, you will need a username and password.
You can obtain a username and password for free online or through our
automated phone system once you purchase your ACE Visa Prepaid Debit
Card. » top
- What if I don't agree with my available balance?
You can review posted transactions online for any discrepancies. If a
problem exists, please keep in mind that your account may have pending
authorizations that should be complete as soon as the merchant settles
on the transaction. For instance, if you purchase gas and the merchant
runs the ACE Visa Prepaid Debit Card for $55, NetSpend will hold this
amount for the merchant. If the total purchase comes to $30, the
merchant will complete the transaction by collecting on the $30. The
remaining $25 will be released back to your account. » top
- Can I pay at the pump for gasoline?
Yes. You will need to have a minimum available balance of $55 to $100.
If you purchase gas at the pump and the merchant obtains an
authorization for $55, NetSpend will hold this amount for the merchant.
If the total purchase comes to $30, the merchant will complete the
transaction by collecting on the $30. The remaining $25 will be
released back into your account. » top
- What if one of the posted transactions on my account is illegitimate?
Please contact the merchant and verify that the purchase is not
legitimate. If this is the case, request that the merchant reverse the
transaction and credit your account with the funds. If the merchant
does not cooperate, please call 1-866-930-9924 for further
assistance. » top
- What is the minimum balance required to rent a car?
You need at least 15% above the authorized security deposit amount to rent a car. » top
- What is a PIN?
A Personal Identification Number (PIN) allows you to access your funds
so you can withdraw cash at an ATM. To perform such a transaction you
must select debit card or checking account at the ATM
console. » top
- Can I change my password/PIN?
Yes. You can change your password/PIN through our website at www.netspend.com or by calling us at 1-866-930-9924 and using either the automated system or speaking to a live agent. » top
- What if I forget my password/PIN?
Just call Customer Service toll free at 1-866-930-9924 and we will
assist you in creating a new password/PIN. » top
- What are the fees for using my ACE Visa Prepaid Debit Card?
Here's a complete schedule of NetSpend fees:
*Refunds are at par. None of the fees listed are assessed by Inter
National Bank N.A., MetaBank or the Card Association. International ATM
withdrawals may be subject to varying daily limits at the ATM owner's
discretion.
| Pay-As-You-Go Customers |
| Signature Purchase Convenience Fee |
$1.00 |
| PIN Purchase Convenience Fee |
$2.00 |
| Card Fulfillment (Shipping & Handling) |
$9.95 |
| Fee Advantage Customers |
| Monthly Service Fee |
$9.95, billed on cardholder's cycle date |
| Signature Purchase Convenience Fee |
FREE |
| PIN Purchase Convenience Fee |
FREE |
| Card Fulfillment (Shipping & Handling) |
$9.95 |
| Other Fees |
| Adding or withdrawing funds to your account at local distributors |
Convenience fee determined by distributor |
| Account-to-Account Transfer -- Via Internet |
FREE |
| Account-to-Account Transfer -- Via Toll Free Number |
$4.95 |
| Non-Monetary Transactions -- Via Internet |
FREE |
| Non-Monetary Transactions -- Via Toll Free Number |
Up to $0.50 |
| Non-Monetary Transactions -- at ATM |
Up to $0.50 |
| Account Maintenance (waived if account has debit or credit transaction and/or balance inquiry within 90 days) |
$5.95 per month |
| Check or Additional Statement Mailing Fee |
$5.95 |
| Domestic ATM Cash Withdrawal / Cash Withdrawal at Distributor |
Up to $2.50 per withdrawal, plus ATM owner fees, if any |
| ATM Decline Fee |
Up to $1.00 per declined withdrawal |
| International ATM Cash Withdrawal |
$4.95 per withdrawal plus ATM owner fees, if any |
| Lost or Stolen Card Replacement Fee |
Up to $9.95 |
» top
- My ACE Visa Prepaid Debit Card or NetSpend Cash Card was stolen. What do I do now?
Please be sure to call 1-866-930-9924 immediately to report your Card
lost or stolen. You can also report your Card lost or stolen online
once you are logged into your “Account Center” » top
- What are the system requirements for accessing your account via the NetSpend website?
You will need to use Netscape 6.0 or higher, IE 5.0 or higher, or AOL
5.0 or higher. If you have any versions prior to these, you will need
to upgrade your current browser. » top
- Can I close my account and withdraw my money?
Yes. The easiest and quickest way to do this is to withdraw your money
at an ATM. You can also request the funds be sent to you via check. To
do this, call us at 1-866-930-9924 or simply log-in to your “Account
Center” online and click on “Request Funds.” Once you verify your
personal information, a check will be sent to you within 3 to 4 weeks.
The fee for this is $5.95. » top
- What are your telephone Customer Service hours?
You may reach a helpful Customer Service Agent at 1-866-930-9924
between 8AM-10PM CST, Monday through Friday, and 8AM-8PM CST, Saturday
and Sunday. » top
- Can I rent a car with my ACE Visa Prepaid Debit Card?
Yes. However, not all car rental agencies accept the ACE Visa Prepaid
Debit Card. When renting a car, an additional 15% does get added with
your rental security deposit. » top
- Where can I use my temporary NetSpend Cash Card?
Your temporary NetSpend Cash Card can be used for cash withdrawals at
ATM machines or as a Prepaid Debit Card anywhere Cirrus is accepted and
you can enter your four-digit PIN. Payments via the Card are possible
at most gas stations, grocery stores and restaurants. » top
- Can my ACE Visa Prepaid Debit Card be sent to a PO Box?
No. Due to newly adopted regulatory policies and procedures, ACE Visa
Prepaid Debit Cards must be sent to a physical
address. » top
- Can I use my ACE Visa Prepaid Debit Card for Hotel Reservations and payment?
Yes. » top
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