Are you anticipating receiving an economic impact payment (EIP, also referred to as a stimulus payment)? We’ve received many questions from our ACE Flare™ Account by MetaBank®1 and ACE Elite™ Visa® Prepaid Debit Card2 customers regarding the status of their EIP. You may have questions for us, too.
We’re here to help. We’ve put together a list of our most-asked questions to help you better understand what to expect.
- View the IRS’ Economic Impact Payment Information Center here.
- Get answers to common questions regarding the IRS Get My Payment portal here.
- Learn more about the Get My Payment tool and the Non-Filers portal here.
- Learn how to use the IRS tools to get your economic impact payment here.
- Get the latest economic impact payment news from ACE in this blog post.
- Learn more about ACE’s response to the COVID-19 crisis here.
- If you are an ACE customer with a COVID-related issue or concern, such as if you’re unable to make a payment due to shelter-in-place orders, please contact us at COVIDCustomerService@acecashexpress.com.
- To contact Netspend Customer Service, you can call 1-866-753-6355 or send an email through the Online Account Center for your card account. Access the Flare Account Online Account Center here or the ACE Elite Card Online Account Center here.
General Economic Impact Payment Questions
Q: Why have some people received their economic impact payment direct deposit, but I haven’t?
A: According to the IRS website, there are no set dates for when eligible individuals will receive their economic impact payment. The IRS began sending out payments during the weekend of April 11, 2020, and we understand that they will continue to send additional payments. Get the most up-to-date details on the IRS website.
Q: I have the wrong banking information on file with the IRS. What can I do?
A: According to the IRS website, the Get My Payment tool doesn’t allow people to change their direct deposit bank account information that is already on file. This is to protect against fraud. Please visit the IRS website for the full details.
Q: I got contacted by someone about my economic impact payment. How do I know it’s real?
A: The IRS will never call, text, or email you or reach out to you on social media to ask for your personal or bank account information. It’s also important to avoid emails from unknown senders who claim to have special details about economic impact payments or refunds through an attachment or link. Visit irs.gov for all official updates regarding economic impact payments.
Flare Account and ACE Elite Card Questions
Q: When will my economic impact payment get posted to my account?
A: We don’t have information about when economic impact payment direct deposits will arrive, but Flare Account and ACE Elite Card direct deposits will be posted as soon as they’re received. Make sure you’re enrolled in Anytime Alerts3 to get a notification when a deposit is posted to your account, and visit the IRS website for all official updates.
Q: I heard I won’t be able to get my economic impact payment direct deposited to my prepaid card account. Is this true?
A: Currently, we’re not aware of any restrictions, and many of our customers have received their payment through their Flare Account and ACE Elite Card. We recommend visiting the IRS website to confirm your payment information.
Q: The payment portal says I should have received my direct deposit for my economic impact payment, but I got a notification that I need to provide information to get my funds. Why?
A: We apologize for this inconvenience. You might be asked for verification in order to release the direct deposit. This is done to protect your account and funds. Please contact Netspend’s Customer Service team at firstname.lastname@example.org, so they can help you get access to your funds as quickly as possible.
Q: Will I get my payment on my Flare or Elite card?
A: If you filed your 2018 or 2019 tax return but did not elect to receive your refund by direct deposit, depending on the status of your economic impact payment, you may still be able to receive your payment via direct deposit. You can use the IRS website’s Get My Payment feature to add your Flare or Elite account information However, if your payment is already in process or scheduled for delivery, you won’t be able to change your info on the site.
Q: How can I find my direct deposit information for my card account?
A: If you have a Flare Account, visit the Online Account Center and log in to get started. Navigate to “Direct Deposit” in the main menu to view your Routing and Account numbers.
If you have an ACE Elite Card, visit the Online Account Center and log in. Navigate to “Direct Deposit” in the main menu to view your Routing and Account numbers.
If you have access to the mobile app3 associated with your account, you can log in and follow the same instructions to find your direct deposit information.
Q: I have a question about my economic impact payment direct deposit and can’t get through to Customer Service!
A: We’re sorry to hear that and appreciate your patience. Netspend is currently experiencing high call volumes, which is causing extended wait times. Their team is also available to assist you at email@example.com. For questions about when you’ll receive your economic impact payment or to add your Flare or Elite account information, please visit the IRS website.
Q: I heard MetaBank is sending stimulus checks back to the IRS. Does that mean ACE will send mine back since you bank with ACE, too?
A: MetaBank is the issuing bank for the Flare Account and ACE Elite Card, and none of our customers were affected in this error. We encourage you to visit MetaBank’s website for details about the IRS error that occurred. Although we don’t have information about when economic impact payments will arrive, we have received payments for Flare and Elite customers through direct deposit, and they’re being processed as normal. Get your payment status and expected delivery date here on the IRS website.
Q: I don’t have my Flare Account card or ACE Elite Card for the account where I received my last tax refund deposit. What can I do?
A: If you need a new or replacement card, you have options on how to get one. First, if your card was lost or stolen, you should report it in the Online Account Center or through the Flare Account Mobile App. You can visit an ACE store near you to have a new card linked to your existing account same-day. You may call Netspend customer service at 1-866-753-6355 to help you get a new card, too. Netspend is experiencing longer than average wait times, so if you’re able, visiting an ACE store may be a faster option!
Paper Check Questions
Q: I’m supposed to get a paper check. When will it arrive?
A: If you’re expecting your economic impact payment by paper check, here’s where you can go to track the status.
Q: Can I add direct deposit information instead of receiving a paper check?
A: Visit the IRS Get My Payment portal to track the status of your payment. If your paper check has not yet been sent, you may be able to add direct deposit information instead.
Q: How do I deposit my check on my phone?
A: If you have a Flare Account or ACE Elite Card, download the app for your card account in the App Store or Google Play Store (if you haven’t already). Log in to your account and navigate to “Mobile Check Capture”. From there, simply follow the instructions to load your check. Should you have further questions, you can contact Customer Service directly through the app! Simply navigate to “Help & Support” in the main menu for frequently asked questions and contact information.
Q: I heard paper checks were being sent starting on Sunday, April 19th. Can they be mailed on Sundays?
A: We were advised that the U.S. Treasury released the first round of checks for economic impact payments to the US Postal Service on April 19 for mailing. This is not the date that the checks would have been delivered to individuals. You can track when your payment will arrive in the Get My Payment portal.
Q: Will my ACE store be open so I can cash my check?
A: As of now, most ACE Cash Express stores are open, and our employees are available to assist you. Learn more about our check cashing services and find a store near you here. The store hours that you see on our website are the most up to date.