FAQ Table of Contents

Important: Government Benefits and Stimulus Information

To provide relief to Americans affected by COVID-19, the U.S. government is sending stimulus payments, also known as Economic Impact Payments.  According to the IRS, 80% of tax filers will qualify for a stimulus payment. If you have received a notification that your stimulus payment has been deposited on your Turbo Visa Debit Card, you can access it by simply logging in to your account.

Do you need FAST access to government benefits or payroll?

You could get paid early by direct depositing your government benefits, such as SSA, SSI or Unemployment, or payroll to your Turbo Card account. Find more info about ASAP Direct Deposit™.

Timing for early direct deposit depends on deposit verification and when receive notice from your benefits provider and may vary from pay period to pay period. Government stimulus payments are not eligible for early direct deposit.

If you are expecting a government or payroll paper check, find out how deposit a check to your account.

Don't have a card to access your funds?

If you no longer have access to your Turbo Visa Debit Card, don’t worry.  You can request a replacement card or request a check by either logging in to your Turbo Visa® Debit Card account or calling 888-285-4169 and reporting your card lost/stolen. Your card will be delivered in 8-10 days and your check will be delivered in 14-21 business days. Please note, COVID-19 restrictions may impact these shipping timeframes. You will not be charged for a replacement card or check, standard fees will be waived or refunded to you.

Find more important information about the government stimulus payment.

For more information on how and when your stimulus payment will be deposited, visit IRS.gov. Green Dot does not have access to that information. Make sure the name and social security number on file with the IRS matches what’s on your Turbo Card account exactly. Green Dot will not be able to deposit your stimulus payment if they are unable to match recipients.

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Getting a Card

How much does the Turbo Card cost?

To learn more about the Turbo Card fees, visit the Fee Plan page.

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How old do you have to be to use the Turbo Card?

All cardholders must be at least 18 years old.

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Is this card anonymous?

No. Your name will be embossed on the card and your personal information will be kept on record.

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Does buying or using this card build my credit rating?

No. This is not a credit card. Turbo Card does not build credit history.

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How long does it take to get my personalized card in the mail?

Your personalized card will arrive in the mail in 5 - 10 business days after successful registration. If it has been more than 10 business days since you registered your card, and you haven't received your personalized card, please report it on the Card Not Received page.

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Using the Card

How do I check my card balance or transaction history?

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How did my transaction go through even though I didn’t have enough money on the card?

In certain instances, because of the way transactions are processed, your transaction could have gone through even though you did not have enough money on your card. As a result, your balance would be negative. Your next reload will be first used to cover the negative balance, and any remaining funds will be available for use. Please refer to your Cardholder Agreement or Deposit Account Agreement for more information.

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What if someone steals my card or uses it without my permission?

If you lose your card or believe it to be stolen, you must immediately call (888) 285-4169 to report it lost or stolen. We will cancel your current card, transfer the remaining balance to a new card, and then mail it out to you at the address on file. A lost/stolen card replacement fee applies. See your Cardholder Agreement or Deposit Account Agreement for more information.

To dispute a posted charge, log in to your account for more information. Note that you cannot dispute a transaction until it is posted.

If you let someone use your card or card number, you are responsible for those transactions.

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What happens when I return merchandise?

Merchants are responsible for crediting your card. Store return policies may vary. If a merchant cancels a transaction before it is posted, it may take up to 10 days for the authorization hold to be removed from your card. During this time, you will not have access to these funds.

If you receive a credit on your card and you did not make the original purchase using your card, your card will be suspended from use, and we will request additional documentation to reinstate the card.

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What do I do with the card after I've spent the money?

Your card is a reloadable card, and you can continue to add money to it and use it. Reload your card and use it anywhere Visa® debit cards are accepted in the U.S.

There are many easy ways to add money to your card. Reload fees apply. Visit the Deposit Money page to learn more.

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I bought something for X amount of dollars, but I was only charged $1. Why?

Many merchants will make sure that your card is valid by holding a $1.00 until they ship the merchandise. Then, they'll charge the full amount.

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I bought something online and the transaction was declined even though I had enough money. Why?

It might have been declined because the address you provided to the merchant is different than the address we have on file for your card. Log in to update your address.

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I bought something for X dollars, but more than X dollars is being held on my card. Why?

There are certain types of merchants that sell goods or services where the final amount they will charge to your card is unknown at the time they first authorize your card. Typical merchants in this category include rental car companies, hotels, and internet service providers, where the final purchase amount is not known up front. Therefore, your card may be authorized or have money held for more than the actual amount of the purchase until the final transaction is complete, meaning those "authorized dollars" are not available for you to spend elsewhere. The timeframe the money is held depends on the transaction type.

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Fees

What are the fees for my card?

Visit the Fee Plan page to find the fees for your card.

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How do I get my monthly charge waived?

Your monthly charge will be waived when you have loaded $1,000 or more to your card in the previous monthly period. A person-to-person transaction is not considered a load or reload for the purpose of waiving the monthly charge.

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How to Report Your Card Lost or Stolen

How do I report my card lost or stolen?

If you lose your card or believe it to be stolen, log in to report it lost/stolen. We will cancel your current card, transfer the remaining balance to a new card, and then mail it out to the address on file. A lost/stolen card replacement fee applies. See your Cardholder Agreement for more information.

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How to Dispute a Transaction

What do I do if I have a question or think there is an error on my card?

It’s important to note that merchant names or locations for your transactions may not look familiar. Many merchants use their corporate or headquarters information instead of the particular store 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 account: use our Transaction Dispute Form, or write us at Turbo Card Customer Care, P.O. Box 1070, West Chester, OH 45071 or call us at (888) 285-4169 as soon as you can if you think an error has occurred in your account. 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, P.O. Box 1070, West Chester, OH 45071. 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.

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 Deposit Account Agreement or Cardholder Agreement. 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.

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How do I dispute a transaction?

If you believe there is an error or unauthorized charge on your account, or your statement or sales receipt is wrong, please call us at (888) 285-4169 or fill out a Dispute Form and send it to:

Turbo Card Customer Care
Attn: Disputes
P.O. Box 9
West Chester, OH 45071

Please note, you must wait for a pending transaction to post before you can file a dispute.

If you are writing us directly, please include the following:

• Your name and account number
• The last 4 digits of your card
• The amount and date of the transaction(s)
• Information about the merchant, including their name and address
• The reason you dispute the transaction

Documentation helps us investigate disputes. To help us speed up the investigation, please provide the applicable items below with your dispute form or letter:

• Receipts or invoices
• Information about delivery, shipping, confirmation email, and tracking number
• Emails, letters sent to merchant or details on calls that you’ve had with the merchant about the transaction(s)
• Photos of the defective or damaged merchandise
• Description of the item on the merchant's website with a link to the page
• Any evidence that the price you paid differs from the listed price
• Written requests to cancel or stop the transaction(s)

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How do I report a scam?

If you think you may have been scammed, please contact your local police department. You can also submit a fraud claim or file a report if you do not recognize a recent purchase in your transaction history.

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How to Deposit Money

How can I add money to my card?

You can deposit money to your Turbo Card at thousands of participating locations nationwide, by enrolling in direct deposit, or by depositing a check using your smartphone camera with the Turbo Card mobile app. Fees and limits apply. Not available in all states or stores. To learn more about all the ways to add money to your card, visit the Deposit Money page.

Find your nearest deposit location at attheregister.com/locations.

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Direct Deposit

How does ASAP Direct Deposit™ work?

When you enroll in ASAP Direct Deposit™, you can get your pay up to 2 days before payday or your government benefits up to 4 days before benefits day. Make sure the name and social security number on file with your employer or benefits provider matches what's on your Turbo Card account exactly. Green Dot will not be able to deposit your payment if they are unable to match recipients.

Many employers and benefits providers send payment instruction ahead of the actual payday. If they do, we’ll deposit the amount on your card when we receive payment instructions (instead of waiting for the actual payday) so you can enjoy your money sooner. Ask your employer when they submit their direct deposit information to the bank. It is important to note that often employers or benefit providers may not submit early every period depending on the day of the week, month, and holidays. This means you will not always get your deposit as early every pay period. Deposit verification required.

How do I begin using direct deposit?

Setting up direct deposit is easy! Just follow these simple steps:

TIP: Ask your payroll, how long it’ll take them to set up your direct deposit. If it takes longer than expected to receive your first direct deposit on your card, check back with your payroll or benefits office. Green Dot does not have any information about your enrollment status. Early direct deposit depends on deposit verification.

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Do I have to direct deposit my entire paycheck or benefits check? How much of my pay can I elect for direct deposit?

With the exception of certain federal government benefit payments, or your employer or payroll department's restrictions, you can choose to have as much or as little of your paycheck or benefits payment deposited to your Turbo Card as you’d like. The choice is completely yours, and you can cancel or change the amount of your direct deposit at any time.

If you enroll in direct deposit for Social Security, Supplemental Security Income, Veterans Benefits, or Federal Civil Service, the entire amount of your benefit payment must be deposited to your Turbo Card. You can cancel the direct deposit of your federal government benefits at any time, but you cannot change the amount of your federal benefits direct deposit.

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How can I be sure the direct deposit was made?

You can track your transactions using the Turbo Card mobile app. Download the app for free from the App Store or on Google Play to get started.

You can also sign up for mobile text alerts to automatically receive direct deposit and daily balance alerts. Carrier message and data rates apply.

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My direct deposit was supposed to be deposited today, but I don't see it on my available balance. What happened?

The exact time of day that your paycheck is deposited onto your card might vary from payday to payday. If you haven’t received a direct deposit that you are expecting, it’s because we haven’t received the payment instructions from your employer or benefits provider.

If you are concerned about the status of your direct deposit, follow these steps:

1. Contact your payor to verify that the direct deposit was sent. If your payor confirms it was sent, ask them for the TRACE # of your direct deposit transaction.
2. Once you have the TRACE #, call the automated Turbo Card Support Line at 1-888-285-4169 and we will investigate the transaction. NOTE: If you have recently reported your card lost or stolen, please make sure to tell the Customer Support Specialist when you call.
3. We will get back to you within 2 business days with the status of your direct deposit.

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How do I cancel my direct deposit?

To cancel your direct deposit, you must contact your employer or the payor of your benefits. They will tell you how to cancel the service. When cancelling direct deposit, please allow up to 2 pay periods for the request to be processed. Cancelling direct deposit will in no way impact the use of your Turbo Card.

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Deposit A Check

How do I deposit a check to my account?

Follow these steps:

1. Log in to the app.
2. Select ADD MONEY and then DEPOSIT A CHECK.
3. Make sure the check is made out to you, and you sign the back.
4. We’ll walk you through the rest.

Limits apply.

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How fast will my money be in my account?

Mobile deposits may take up to 5 business days.

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How do I know when my money is in my account?

We’ll notify you when the money is in your account. You can also log in any time and check your transaction history.

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How much does it cost?

There is no fee to deposit checks to your account.

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What checks can I deposit?

We accept all these in U.S. dollars:

Personal checks written to you

Commercial preprinted checks issued by a U.S. business to you such as:

• payroll checks
• insurance agency checks
• money orders
• cashier's checks
• rebate checks
• stock dividend checks

U.S. Government-issued checks including:

• tax refunds
• federal, state and municipal government checks

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What checks can't I deposit?

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Do I need to sign the back of my check?

Yes. You must sign the back of the check and write "for mobile deposit only" above your signature clearly in blue or black ink or it will not be accepted. Make sure your signature is a reasonable size.

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What’s the best way to get a good picture of my check?

Here are some tips:

1. Place your check on a flat surface with a dark background and good lighting.
2. Make sure all 4 corners of the check are in the camera view.
3. Focus your camera by holding your phone steady, tap the area on the screen that you’d like the camera to focus on, and snap the photo.

NOTE: Some phones automatically store photos taken on the device. For security reasons, please ensure photos of your check aren’t saved to your phone or online storage.

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How long should I keep my check after I submit it?

Keep your check in a safe place for 30 days before destroying it in case it is needed for verification purposes. Once you deposit a check with us, you can’t cash it anywhere else.

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Can I cancel a pending deposit?

No. Once you submit a deposit, it cannot be canceled.

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How to Make Purchases

A merchant keeps charging my card every week/month. Why?

These may be recurring transactions which are automatically charged to your card. Examples of merchants that may use recurring transactions include video rental services, internet service providers, health clubs, insurance companies, or cable TV services. Contact the service provider or merchant directly if you want to cancel these services.

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Are there any merchants where I can’t use my card?

Turbo Card may not be used at certain types of merchants such as casinos and gambling web sites.

It is the policy of some merchants to not accept prepaid cards. Check with the merchant before attempting to make a purchase.

The Turbo Card is also not designed for business use and we may close your card if you use it for business purposes. We may block card usage in some countries due to fraud or security concerns.

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What happens when I use my Turbo Card at a gas station?

Paying at the pump with the credit function may cause up to a 7-day hold because you swipe and authorize your card before pumping. To be charged the exact amount you pump, choose debit and use your PIN. You can also pay the attendant and be charged the exact amount you pump.

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What happens when I use my Turbo Card at a restaurant?

Restaurants will verify if you have enough money on your card for the dining bill, plus an estimated tip. This amount may be held for up to 7 days or until the actual transaction is posted to your card. The funds are held and unavailable for other purchases.

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Can I use my card to rent a car?

Your Turbo Card may be used to rent a car, but rental car companies "authorize" (have money held) for much more money than the actual cost of the rental car. The reason is that the rental car company won't know if they need to charge you for additional expenses like gas, car damage, or extra days until you return the vehicle. These authorized funds will be held and unavailable for you to spend until the final transaction is posted to your statement. This means that you might not have access to these funds for as long as 90 days. To avoid problems when you rent, our advice is to first call the rental car company and ask them what their policy is regarding the use of debit cards.

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What happens when I use my Turbo Card to reserve or pay for a hotel bill?

Hotels put a hold on the amount of your estimated bill, making that amount unavailable for other purchases. When you check out, the hold will take up to 10 days to be removed.

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What if I return merchandise?

Merchants are responsible for crediting your card. Store return policies may vary. If a merchant cancels a transaction before it is posted, it may take up to 10 days for the authorization hold to be removed from your card. During this time, you will not have access to these funds.

If you receive a credit on your card and you did not make the original purchase using your card, your card will be suspended from use, and we will request additional documentation to reinstate the card.

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What are pending transactions?

Pending transactions are transactions in which your card may be authorized or have money held for more than the actual amount of the purchase until the final transaction is complete - meaning that those authorized dollars are not available for you to spend elsewhere.

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What are posted transactions?

Posted transactions are purchases, bill payments, and credits that have been processed by the merchant's bank. In most cases, it takes about a day or two for the transaction amount to be deducted or credited to your account after a transaction is made. When the transaction has finished processing, the status changes from "pending" to "posted" on your transaction history.

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How to Pay Others

How can I pay bills or send money?

You can use your personalized Turbo Card to pay for all types of one-time or recurring payments. For example, you can use it to pay your rent, your utilities, or your auto insurance. You can also send money to friends and family.

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How can I pay my rent, my utilities, or other bills?

You have many options using your personalized Turbo Card:

• Online Bill Pay Service
• Use our Online Bill Pay Service to set up a one-time or recurring payment to your landlord or any other company or person.
• There is no fee to use the service. Learn more.
• Teller cash withdrawal
• Use your personalized card at a bank teller to withdraw cash.
• Up to a $3.00 fee per teller transaction.

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How can I send money to friends and family?

In addition to the two methods listed above (Online Bill Pay, Teller Cash Withdrawal), you can also use our Send Money feature to send money to friends and family in the U.S. Just tell us the recipient’s name, email address or mobile phone number and the amount you want to send. Recipients can receive the money to a Green Dot Bank-issued card. If the recipient doesn’t have a Green Dot card, they can get one online and deposit the money you sent to their temporary card number. Learn more.

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Send Money (Person-to-Person Transfers)

Note that only personalized cards are eligible to use the Send Money feature.

Can I send money to someone outside the U.S.?

No. The Send Money feature is limited to U.S. residents.

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How can I cancel a Send Money transaction?

You can only cancel a Send Money transaction which is listed as “Unclaimed.” To cancel, go to the transaction in the Home Overview page, click “Cancel,” then confirm the cancellation.

If the transaction has already been claimed, or has any other status such as Expired, Rejected or Cancelled, you cannot cancel it.

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How can the recipient receive the money I sent?

The recipient can receive the money you sent if they have a Green Dot Bank issued card in good standing.

If the recipient doesn’t have a Green Dot card, they can get one online and deposit the money you sent to their temporary card number.

Activated personalized card required to receive money.

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What can I do if the recipient does not receive a notification?

You should first ask the recipient to check their spam or junk folder (if sending by email) or their cell reception (if sending by text message). If the recipient still does not receive the notification, you can cancel the original Send Money transaction and try again.

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What can I do if I sent money to the wrong email address or cell phone number?

If you have sent money to the wrong email address or cell phone, you should cancel that transaction right away. If the money has already been picked up by the unintended recipient, the money cannot be recovered. To avoid this, always make sure to double check the recipient information before sending money.

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Online Bill Pay Service

Is there a fee for the Online Bill Pay Service?

Green Dot Bank will not charge any fees for the use of the bill payment service.

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How do I get started with online bill payment?

Select Pay Bills & People then Bill Pay from the navigation menu

Click the "Sign Up Now" button on the right side of the page.

After you have accepted the legal agreements and verified your email address, you will be ready to pay bills using your card.

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Who can I pay?

You can pay anyone in the United States that you would normally pay by check or automatic debit. Thousands of billers who accept electronic payments are supported, including many utility companies, cell phone providers, and others. You can view a complete list of billers when you add your first payee. If your biller accepts electronic payments, your payment can often be made as early as the next business day as long as you submit your payment request prior to 1:00pm ET.

You can also send paper checks to companies or individuals. This might include rent checks to your landlord, the payment to your paper deliverer, or a gift for grandma. Paper checks are sent via US mail so delivery timeframes vary, but are usually within 5 business days. Please plan your payments accordingly. You may not send payments to any recipient outside of the United States.

When will my payees receive their money?

Each time you submit a bill payment, you will be able to see both the debit date — the date the funds will be removed from your card balance and the payment date — the earliest day that the biller may receive the bill payment.

If your payee is included in our list of thousands of billers who accept electronic payments, your payments may arrive as early as the next business day, as long as you submit your request for payment before 1:00 pm ET. If you submit your request for payment after 1:00 pm ET, your electronic payment will be received by the biller on the second business day after your scheduled payment.

You also have the ability to schedule any payment to arrive on any future business day, up to a year in advance. Our payment calendar allows you to view the date your money will leave your card, as well as the earliest date your money may be received by your payee.

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What happens if there is not enough money to cover a payment?

It is your responsibility to make sure there are sufficient funds in your account before 1:00pm ET on the date the payment is scheduled for debit from your account.

If you schedule a payment prior to 1:00pm ET today with a debit date of today, we will attempt to process the payment immediately, or on the next business day if today is not a business day. If there are not enough funds to cover the payment, you will see a message that the payment was declined.

If a payment fails due to insufficient funds, you can deposit money into your account and resubmit the payment with the same debit date if the additional funds are deposited prior to 1:00pm ET. If your additional funds are deposited after 1:00pm ET, you will need to resubmit your payment with a debit date of the following business day. Please check that the funds have been posted to your account prior to resubmitting the payment.

If you have scheduled a payment for a future date, we will attempt to authorize the payment on that future date. If there are not enough funds to cover the payment by 1:00pm ET on that date, then the bill payment will fail and we will send you a failure notification by e-mail. You should check your e-mail to ensure that your scheduled future payments are made.

You must provide a valid e-mail address when you enroll for Online Bill Pay. E-mail is the only means by which we communicate payment failure notifications.

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ATM Usage and Personal Identification Number (PIN)

Can I withdraw cash from ATM machines and banks with my card?

Yes, with a personalized card you can perform ATM transactions. You will create a 4-digit PIN (personal identification number) when you activate your personalized card.

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I forgot my PIN. How do I reset it?

If you forget your PIN or would like to change it, you can make the change by logging in to the Turbo Card App.

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What are the ATM fees and limits?

To see your ATM fees and limits, check the Simple Fees page for your card.

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Turbo Card Mobile App

Where can I download the Turbo Card mobile app?

You can download the Turbo Card mobile app for free from the App Store or Google Play.

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What can I do with the Turbo Card app?

With the Turbo Card mobile app you can:

*Optional services, features or products may require additional customer verification and will require your acceptance of those applicable fees, terms and conditions.

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Account Information On-Demand

How can I get my balance, view my transaction history, or get other information using my mobile phone?

Use your mobile phone to get important account information like account balance, transaction history or even nearby ATMs. Once you're enrolled to receive text alerts, use the text commands below, and we'll text you the information you need. Carrier message and data rates apply. Enroll now.

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Account Alerts

What are Account Alerts?

Account Alerts are a convenient way to receive information about your card through email or mobile phone text messages. Set up alerts to keep track of your card balance, purchases, direct deposits and other card activity. We do not charge accountholders to receive a text message. Carrier message and data rates apply. Get started now.

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What types of Account Alerts can I get?

• Daily Balance: Get your balance sent to you every day.
• Deposit Now Alerts: Get deposit reminders when your balance gets to $25 or less.
• Direct Deposit: Get a notification when a direct deposit is posted to your card.
• Purchase Reminder: Receive a notification when your card is used to make a purchase over an amount that you set.

We do not charge accountholders to send text messages. However, carrier message and data rates apply. Get started now.

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Why does the balance on my account alert differ from what is shown online and over the automated telephone service?

The balance shown in each alert is current as of the date and time displayed in the alert. To get your up-to-date balance, you may also send a text message to get balance information on-demand. See text commands.

Carrier message and data rates apply.

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How do I cancel Account Alerts?

You can turn off mobile phone and email alerts at any time through our website. Select the Account Alerts you want to stop. To stop all alerts to your mobile phone, text STOP to 73702.

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Turbo Card Vault

What is the Turbo Card Vault?

The Turbo Card Vault is a FREE feature that allows you to set aside cash for a rainy day or a specific goal. Use it to stash cash for safe keeping, emergencies, or future purchases. Money in your Vault cannot be spent on purchases or cash withdrawals until you move the money out of the Vault. You can move funds in and out of your Vault as often as you like. There are no additional fees to use the Vault, but money in your Vault does not earn interest. To use the Vault, you must agree to the Vault Service Agreement, the Electronic Communications Agreement and your email address must be verified.

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How can I access my Turbo Card Vault?

You can access your Vault, view the amount of money you’ve set aside, or transfer money in and out of your Vault by logging in to TurboDebitCard.com or our mobile app. Don’t have the mobile app? Get it on the App Store or Google Play.

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Are there fees related to the Turbo Card Vault?

There are no fees associated with using the Vault.

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Is there a limit to how much money I can set aside in my Turbo Card Vault?

Money that is set aside in your Vault is included in your total card balance limit. The amount in your Vault plus the amount of your available card balance cannot exceed your card balance limit. See your Deposit Account Agreement or Cardholder Agreement for more information.

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How can I spend the money in my Turbo Card Vault?

Money in your Vault cannot be spent on purchases or cash withdrawals. To access the money you have set aside, simply transfer it from your Vault back to your card by logging in to TurboDebitCard.com or using the Turbo Card app.

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