Frequently Asked Questions
Thank you for choosing the EchoPay Visa Prepaid Card. The following information will provide helpful tips on how to use your card and highlight some of the features and benefits to you the Cardholder. Complete terms and conditions, including all fees, for your EchoPay Visa Prepaid Card account can be found in the Cardholder Agreement.
HOW TO GET STARTED
Get started in 3 easy steps
Step 1: Activate your card
You can call the number on the back of your card or go to www.EchoPay.me and click on “Activate Card”.
Step 2: Set your PIN
Your card comes with a default PIN that is set to the last 4 digits of your SSN or ITIN. Please reset your PIN to a number that is easy for you to remember and difficult for somebody to guess.
Step 3: Load funds
You have several options to add money to your card. Once loaded, funds are available to spend everywhere Visa debit cards are accepted.
- Load and reload your card with cash at thousands of reload locations through the Green Dot® MoneyPak®, Green Dot® Reload @ the Register™ load networks. Service fees may apply.
- Use your card to receive your pay from your employer and other income, including government benefits, by setting up direct deposit.
Will the EchoPay Visa Prepaid Card help me build credit?
No, this card is not a credit card it is a prepaid debit card. No credit checks are performed.
I didn’t pass the ID Verification process, what do I do now and can I still purchase a card?
Unfortunately, if you did not pass the ID verification please contact our customer service at 833-280-6144.
How do I activate the EchoPay Visa Prepaid Card that I just received in the mail?
How do I set my PIN (personal identification number)?
You can set-up your PIN during card activation through the website, app or customer service at 833-280-6144.
What happens if I forget my PIN?
If you’ve forgotten your PIN, please contact customer service at 833-280-6144.
If I’m receiving my Government Benefits or Payroll Check on my card via Direct Deposit and I replace my card because it’s lost, stolen or damaged, will I have to contact my employer or benefits provider to change anything?
No, although the card number on the front of the card may have changed, your card account number used for Direct Deposit remains the same.
If you have set up any automatic payments for utilities or other payments using your 16-digit card number, you will need to update the information to reflect any changes i.e. card number (if changed) and expiration date.
How do I check my balance and view my transaction history?
You have 2 ways to access your account information:
You can visit www.EchoPay.me and click on “Manage my Account” at any time to check your balance, review transactions; print a direct deposit form and much more. When logging in for the first time you must enter your card number and register as a user.
Toll free number
Call customer service at 833-280-6144 for additional assistance.
ADDING FUNDS TO YOUR CARD
How do I add funds to my card?
There are 3 ways to add funds to your card, please review the cardholder agreement for additional details on load limits and fees:
Have your paycheck, government benefits or tax refund deposited onto your card at no charge. Provide your employer with the account and routing numbers (these can be found online or through the customer service number).
Card to Card
Receive funds from other EchoPay Visa Prepaid Cardholders. You can receive or send funds to other EchoPay cardholders by:
- Going to the www.EchoPay.me and clicking on “Manage my Account “. Log in and look for “Friends and Family”
Load cash at a Green Dot location with a MoneyPak or Reload at the Registered location. Fees may apply.
Transfer money from your bank account to your Echopay Visa Prepaid card with ACH transfer. Make an online ACH transfer today!
How do I set up Direct Deposit?
When you sign up for Direct Deposit using your EchoPay Visa Prepaid Card you get faster1 access to your pay or benefits. No more waiting for your check or standing in line! There is no cost for this service and no separate enrollment is required.
Direct deposit is:
- No Cost– there’s no charge to enroll or receive your pay through direct deposit
- Easy – Set up your recurring pay or benefits check
- Safe – Your money is FDIC insured through Metabank; Member FDIC
Download a Direct Deposit form by going to www.EchoPay.me and click on “Manage my Account” or use the form provided to you when you received your card.
Provide the form to your employer or benefits provider or use the information provided to fill in their form.
You can use the information detailed below to complete any direct deposit form:
Routing number: 026073150
Account Number: is available under the Direct Deposit section at www.EchoPay.me or by calling 833-280-6144. It is a 13-digit number beginning with 650 and will end with the last 10 digits of your card number.
Another option is calling the number on the back of your card. For your convenience, you can set this up through the IVR (Interactive Voice Response Unit) and we will help by faxing the form directly to your employer at no charge.
I have more than one employer or I have government benefits and a regular paycheck, can I use Direct Deposit for both?
Yes! You will need to fill out their form or provide the form you can download at www.EchoPay.me for each source of Direct Deposit.
How do I sign up for direct deposit of my government benefits?
Have your recurring government or other benefits payments such as Social Security, SSI, Veterans, unemployment or child support automatically loaded onto your card. Simply download a form by going to www.EchoPay.me and clicking on “Manage my Account” and give it to your local benefits office or call one of the telephone numbers below.
When you call to add your federal benefits, be ready with your 12-digit federal benefit check number and the amount of your most recent federal benefit check.
The most common numbers to call are (this list is not all inclusive and is subject to change):
Social Security Administration: 800-772-1213 for retirement or SSI benefits
Department of Veterans Affairs: 877-838-2778 for pension benefits
Child Support or Unemployment: Contact the state or local agency that issues your benefits checks.
Can I use direct deposit to add my tax refund to my card account?
Yes! Having your refund put directly on your card will allow you to have access to your funds after the IRS processes your refund. You can have your tax refund added directly to your card account by using the information below:
Routing number: 026073150
Account Number: is available under the Direct Deposit section at www.EchoPay.me or by calling 833-280-6144. It is a 13-digit number beginning with 650 and ends with the last 10 digits of your card number.
Tax refunds MUST be in the name of the primary cardholder or they will be returned.
Are there retail locations where I can load funds?
You can load funds to your card at a retail location by:
Purchasing a Green Dot® MoneyPak®
Use Green Dot® Reload @ the Register™
There are two ways to add funds using Green Dot:
Purchase a MoneyPak from one of the thousands of retail locations where they are sold. Then visit moneypak.com, enter your 16-digit EchoPay Card number and follow the prompts to reload your card. The minimum card reload is $20.00 per day and the maximum is $500.00 per day. Funds are available within 1 hour of loading.
Just ask the cashier at a participating retail location to add cash (up to $500) directly to your EchoPay Visa Prepaid Card at any register (find a participating retailer at https://www.moneypak.com/page/addcash. A reload fee of up to $4.95 applies. Funds are available to use within 10 minutes.
How often can I load funds onto my EchoPay Visa Prepaid Card?
The maximum number of times you may load your Card per day through Green Dot MoneyPak, Reload @ the Register is 4 loads daily totaling $1,000 in rolling 24 hours Min load $1.00.
When is the money I load onto my EchoPay Visa Prepaid Card available for use?
You will have access to funds loaded via cash through an EchoPay Card retailer. The EchoPay Visa Prepaid Card Early Deposit feature may enable you to receive your pay or benefits up to 2 business days sooner!1
There is no charge for this service when you sign up for direct deposit – no separate enrollment is required.
*While this specific feature is available for free, certain other transaction fees and costs, terms, and conditions are associated with the use of this Card. See the Cardholder Agreement.
How long does a Bank transfer take?
You can do a bank transfer from your bank account to your Echopay Visa prepaid card, this transfer will take approximately 5 business days.
How do I know how much money I have available on my EchoPay Visa Prepaid Card?
There are several ways that you can check your card balance.
- Login to your card account by going to EchoPay.me and click on “Manage my Account” to check your balance at anytime.
- Once registered on the website, sign up for text message balance alerts delivered to your cell phone. There are several options for you to choose from2.
- Call the automated system at 833-280-6144 and follow the voice prompts to access your balance.
What is the best way to track my spending?
It is extremely important that you keep track of your balance and you can do that easily by logging onto the cardholder website at www.EchoPay.me, You should always record the amount you load and the amount you unload or pay to retailers, as well as any applicable fee associated with that transaction.
You can also keep track of your balance by signing up for text message balance alerts delivered to your cell phone2. There are several options for you to choose from.
USING MY CARD
Where can I use my card for purchases?
You can use your EchoPay Visa Prepaid Card everywhere Visa is accepted.
When paying with your card at a merchant location you can choose one of the following merchant options:
- Credit - This option will allow you to pay with your EchoPay Visa Prepaid Card but may require a signature for the purchase.
- Debit - This option will allow you to pay with your EchoPay Visa Prepaid Card but may require that you enter your PIN. At some merchants you will also have the opportunity to get “Cash Back”. Be sure you have the available funds before you choose cash back or the transaction could be declined.
How do I shop online using my EchoPay Visa Prepaid Card?
Shopping online is easy. Just follow these simple steps:
- Select the items you want to buy
- Proceed to “check out” or follow the prompts from the merchant
- Select Visa as your payment option
- Enter your 16-digit card number, the 3-digit CVV security code if required (the 3 digits printed next to the signature panel on the back of the card), and your expiration date
- Enter the billing address listed on your card account
NOTE: It’s important that you update your card account if you move or change addresses. The address associated with your card will be verified by merchants when using your card online and must match the address you enter as your billing address. To update your address, go to www.EchoPay.me and click on “Manage my Account” or call the phone number on the back of your card.
Can I use my card at an ATM?
Yes, after you activate your card and load funds, you can use at any of the participating ATMs. Fees may apply.
For FREE ATM transactions, look for ATMs associated with the VISA PLUS Alliance Networks
What is a surcharge?
In addition to the fee disclosed on your Cardholder Agreement, most ATM operators add an additional convenience fee or “surcharge” to the transaction. This fee is in addition to the $1.95 EchoPay Visa Prepaid Card ATM Cash Withdrawal Fee if using an ATM outside of the PLUS Alliance network.
How do I get cash at an ATM?
To get cash at an ATM follow these steps:
- Insert your card into the ATM
- Enter your PIN when prompted
- Select “Checking"
- Enter the amount you would like to withdraw, up to the amount of funds on your card or $500.00, whichever is less.
The ATM limits apply only to cash from the ATM. Daily ATM withdrawal limits range from a low of $300 to a high of $500 depending on the ATM provider.
- Accept the fee if you wish to proceed
What happens if I stop using my card?
If you stop using your card, you can request a refund by calling customer service at the number on the back of your card. Cancellation fee of 9.95 shall apply.
When does my card expire and what happens after it expires?
Your EchoPay Visa Prepaid Card is valid through the last day of the month that is printed on the front of your card. Shortly before the expiration date, you will receive a new card, with the same card number, but a new expiration date. However, if your card has a zero balance and there has been not activity in the past 4 months, you will not receive a new card.
Follow the instructions to activate your card and set a new PIN. Once the new card is activated, destroy the old card immediately.
What is a Preauthorization hold?
When making a purchase, there are some merchants such as gas stations, car rental agencies, restaurants and hotels that will pre-authorize your card for an amount that is more than the actual purchase.
A preauthorization hold will reduce the available balance on your card until the merchant releases it or it expires. Here are some examples:
Fuel Purchases – If paying at the pump, many gas stations preauthorize up to $100.00 to cover the final authorized fuel purchase. Although you will only be charged for the amount pumped, the amount authorized (up to $100) may be held 7-10 calendar days, or until the transaction settles, whichever is first.
NOTE: If you go inside the store to pay, there will not be any holds placed on your card. It is recommended to do this when using your EchoPay Visa Prepaid Card to avoid any holds on your account.
Restaurants, Nail & Hair Salons, – Some merchants will add up to 20% of the total sale to cover estimated tips. This is common with restaurants (including fast food establishments) and salons. While you may not choose to tip this amount, the hold may remain on your card for 7-10 calendar days, or until the transaction settles, whichever comes first.
Travel – Hotels and car rental companies require a preauthorization hold on your card to cover the total amount of the final bill. The hold that is placed on your account will not be removed until the transaction is settled or the hold expires. Hotels may hold up to 30 calendar days and car rental companies may hold for up to 60 calendar days.
During the hold period, you will not have access to the preauthorized amount. If the merchant no longer intends to settle the preauthorized transaction, you may request to have the hold removed. You’ll need to work with the merchant and have them fax the follow pieces of information to 1-801-298-6404 (MUST BE ON MERCHANT’S COMPANY LETTERHEAD):
- Account number
- Dollar amount of the transaction
- Authorization code
- Merchant ID
- Date of authorization
If it pertains to a hotel or car rental, please also include the following:
- Copy of complete transaction (in/out times)
- Car must be returned
- Copy of hotel folio that states the cardholder has checked out
We will review the information and as long as everything matches up with the transaction we can release the preauthorization hold and release the funds being held.
What happens if I lose my card or it is stolen?
Please call our Customer Agent via our toll free number (1-833-280-6144). You may also log in your personal account in ECHOPay.me, to report your card as lost or stolen. From the main menu, select ‘Manage Card’ and ‘Report Lost or Stolen Card’. You will also be able to order a replacement card.
What are the Fees and Limits for my card?
How do I get help?
Visa Zero Liability*
The EchoPay Visa Prepaid Card is a prepaid Visa card loaded with your funds, that can be used everywhere Visa debit cards are accepted. Benefits and features of the EchoPay Visa Prepaid Card include:
- Use your card everywhere Visa debit cards are accepted. You can spend, shop and pay bills – online, in person and by phone.
- Reload with cash or direct deposit – convenient for receiving your pay from your employer or government benefits provider.
- Easy access to your card account via:
- Text and email alerts. Disclaimer: Standard messaging and data rates may apply.
- Online cardholder website
- Customer service
- Obtain cash back when making PIN debit purchases or from thousands of POS terminals worldwide. The availability of getting cash back using a POS terminal at a retail location is dependent on the retailer. We do not guarantee that POS PIN cash back is available at all retailers. Availability of funds will depend on card balance and include all fees and amount of purchase transaction. Please check your Cardholder Agreement for all fees and limits on your card.
- Safer than carrying cash – can be replaced if lost or stolen (exceptions apply see Cardholder Agreement)
- Visa Zero Liability policy* protection
- Non-personalized and personalized cards have the same features and functionality.
Contact us at 833-280-6144 or you can write to us at:
EchoPay Cardholder Services
PO Box 71402
Salt Lake City, UT 84121