Green Dot Prepaid Debit Cards FAQs

  • Certain purchases (hotels, restaurants, car rentals, gas stations, etc.) require pre-authorization and may temporarily hold money from your card balance that could be greater than the actual purchase amount. Once the purchase is processed, the money will be released and your balance will be adjusted.
    Availability of the pre-authorized money can take up to 10 business days (up to 90 days for car rentals) to be released back into your card balance.

  • Many website and phone merchants will do what’s called a “dollar authorization.” This means that they check to see that your account is valid, but they only hold $1.00 until they ship the merchandise. Once your merchandise has shipped, the $1 is refunded and will disappear from your transaction history. Then, you will be charged for the full amount of your order.

  • Due to the way merchants process transactions, purchases may not post to your card for a few days. To make sure you have enough money for a purchase, merchants request approval for the purchase amount. This holds the money for them and is considered a “pending” purchase until the merchant actually collects the money from us which is when it becomes a “posted” purchase. You can review your pending and posted purchases on the Transaction History page.

  • While there could be other reasons, the purchase you made online might have been declined because the address you provided to the merchant is different than the address we have on file for your card. To update your address, call the number on the back of your card.

  • Your Green Dot debit card can be used as either a credit or debit transaction. Debit transactions will require a Personal Identification Number (PIN), so only choose this option if you already have a PIN set up.

  • The money was placed on hold to cover the cost of your purchase, but you were declined because the address you provided to the merchant does not match the address Green Dot has on file for your card. When this happens, it takes 10 business days for the money to be released back to your card.

  • It’s important to note that Merchant’s names or locations for your transactions may not look familiar. Many merchants use their corporate or headquarters information instead of the particular store information where you made the purchase. There may also be a delay in the posted date of the transaction. These are normal business practices. If the amount and date of the purchase are accurate, you may use that as your validation of the charge.

    In case of errors or questions about your card, write to us at Green Dot Customer Care, PO Box 5100 Pasadena, CA 91117 or call us at (866) 795-7597. Call us or write to us as soon as you can if you think an error has occurred in your card account. If writing us, a Transaction Dispute Form is available for your convenience at GreenDot.com. We must allow you to report an error until 60 days after the earlier of: (i) the date you electronically accessed your account, provided the error could be viewed in the electronic history; or (ii) the date we sent the FIRST written history on which the error appeared. You may request a written history of your transactions at any time by writing us at Written History Request, PO Box 5100 Pasadena, CA 91117 or by calling (866) 795-7597. When notifying us, you will need to tell us: (i) your name and card number; (ii) why you believe there is an error, and the dollar amount involved; and (iii) approximately when the error took place. If you tell us orally, we may require that you send us your complaint or question in writing within 10 business days.

    We will determine whether an error occurred within 10 business days after we hear from you and will correct any error promptly. If we need more time, we may take up to 45 days to investigate. If we need more time we credit your card within 10 business days for the amount you think is in error, so that you will have the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing and we do not receive it within 10 business days, we may not provisionally credit the card. We also may not credit the card if the error does not represent a qualifying dispute, as identified in the Disputes with Merchants section of the Cardholder Agreement. More details are available here. We will let you know the results of our investigation within three business days of completing it. If we decide that there was no error, we will send you a written explanation.

    You agree that any unauthorized use does not include use by a person to whom you have given authority to use the card or PIN and that you will be liable for all such uses by such person. For example, if you have given your card or card information to another person to use, such as a friend or relative, you are responsible for that person’s transactions with your card, and if you have given your card information to a merchant for a transaction, you have given authority to that merchant to debit the card for that transaction.

  • If you got your card at a store, you can register and use the limited use Starter Card inside the package to make purchases online or in-store everywhere Visa debit is accepted in the U.S.

  • You can use your card to make purchases everywhere Visa debit is accepted in the U.S.

Load & Go

  • Get started

    Card purchase   $3.95

    This fee may be lower depending on where the card is purchased or acquired. This fee is not deducted from your Card account and will not be reflected in any transaction histories.

    Monthly usage

    Monthly fee   $0

    Add money

    Cash reload   $5.95

    Only applicable to Registered Cards and Personalized Cards. Fees of up to $5.95 may be collected by our reload agents when reloading your Card at their locations. This fee is charged by the reload agent and is subject to change. This fee is not deducted from your Card account and will not be reflected in any transaction histories. Reload locations may be found at www.attheregister.com.

    Spend money

    Per purchase   $1.50

    Fee charged each time your Card is used for a purchase transaction. The fee will be assessed when your transaction actually posts.

    Get cash

    ATM withdrawal   $2.50

    Only applicable to Personalized Cards. This is our fee. You may also be charged a fee by the ATM operator, even if you do not complete a transaction.

    Teller cash withdrawal   $2.50

    Only applicable to Personalized Cards. This is our fee for a cash withdrawal via a teller at a participating bank.

    Information

    ATM balance inquiry   $0.50

    Only applicable to Personalized Cards. This is our fee. You may also be charged a fee by the ATM operator, even if you do not complete a transaction.

    Using your card outside the U.S.

    International transaction   3%

    Only applicable to Registered Cards and Personalized Cards. Of the U.S. dollar amount of each transaction.

     

    Other

    Inactivity   $1.95

    Fee charged per month after 12 consecutive months of no spend, load, or fee activity, except where prohibited by law.

    Paper checks     $5.95

    Only applicable to Registered Cards and Personalized Cards. For a pack of 12 checks.

    Card replacement (regular delivery)     $5.00

    Only applicable to Registered Cards and Personalized Cards. Per lost, stolen, or damaged Card replaced on a non-expedited basis (generally within 7-10 business days).

    Card replacement (expedited delivery)   $15.00

    Only applicable to Registered Cards and Personalized Cards. Fee charged each time you request a replacement Card to be delivered to you on an expedited basis (generally within 3 business days). Charged in addition to the Card replacement fee for regular delivery.

     

    Upgrade your Load & Go Card 

    You can register your card to receive a reloadable, personalized card with features like direct deposit, cash access and a mobile app.

    Register your card for FDIC insurance eligibility and other protections. Your funds will be held at or transferred to Green Dot Bank, an FDIC-insured institution. Once there, your funds are insured up to $250,000 by the FDIC in the event Green Dot Bank fails, if specific deposit insurance requirements are met and your card is registered. See fdic.gov/deposit/deposits/prepaid.html for details. Green Dot Bank operates under the following registered trade names: GoBank, Green Dot Bank, and Bonneville Bank. All of these registered trade names are used by, and refer to, a single FDIC-insured bank, Green Dot Bank. Deposits under any of these trade names are deposits with Green Dot Bank and are aggregated for deposit insurance coverage.

    No overdraft/credit feature.

    Contact Green Dot Bank by calling (866) 871-2414 or the number on the back of your Card, by mail at P.O. Box 5100, Pasadena, California 91117, or visit www.greendot.com/loadandgo.

    For general information about prepaid accounts, visit cfpb.gov/prepaid. If you have a complaint about a prepaid account, call the Consumer Financial Protection Bureau at 1-855-411-2372 or visit cfpb.gov/complaint.

  • In case of an error with your recently purchased card please complete a Receipt Research Form and email it to us.

  • Yes, you can use the "debit" payment option with your Load & Go card. Your initial PIN is the last 4 digits of your card number. You can also use the "credit" payment option with your Load & Go card, where a PIN is not required.