Information About Prepaid Debit Cards: FAQs

Looking for more information about our prepaid debit cards? Please choose from the selection of frequently asked questions below to learn more about what our prepaid debit card programs can do for you, your customers and your employees.

Backed by powerful technology and extensive market experience, smartOne offers a number of prepaid debit card program types that are sure to help boost customer retention, workplace morale and company efficiency! Learn more about the benefits of prepaid cards today.

Would you rather speak directly with a member of our team? Call smartOne today at 1-800-391-9503 or contact us online – we'll be happy to provide you with more information about our prepaid debit cards.

About smartOne FAQ

What is a smartOne Prepaid Card?
Why do businesses use smartOne Prepaid Cards?
Can I order my own individual prepaid card and load my own funds as needed?
Can I load my paycheck onto a smartOne card?
Is smartOne Prepaid a debit card or a credit card?
How is a smartOne Prepaid Card different from a gift card?
Are there any fees for using a smartOne Prepaid Card?
Are smartOne cards reloadable?
Are smartOne Prepaid Cards safe and secure to use?

Ordering FAQ

How does my company set-up an account with smartOne?
Why does my company need to register and apply to order smartOne cards?
How long does it take to process my smartOne order?
Can I customize the image on my card?
What other customization options are available?
Is there a minimum quantity required per order?
Should I choose Visa or MasterCard for my smartOne card network?
How long does it take for delivery?
Can the cards be shipped to a location outside the United States?
What types of payment do you accept for smartOne orders?
Are all the cards sent to me or directly to the individual recipients?
How do I order more cards?
How do I re-set my password to Direct Order Portal?

Cardholder FAQ

How do I activate my card?
How do I register my card?
Are there any cardholder fees?
What if my card is lost or stolen?
When will my smartOne card expire?
How can I check my balance?
Can I add more money to my smartOne Prepaid Card?
Is there a maximum or minimum dollar value that can be prepaid on a smartOne card?
Where can I use my smartOne Prepaid Card?
Can smartOne Prepaid Cards be used internationally outside the United States?
Can I use my smartOne card at an ATM?

Purchasing FAQ

What if I want to purchase something that costs more than the value or balance of my smartOne card?
What if a purchase is denied?
Can I use my smartOne Prepaid Card at gas stations?
Can I use my smartOne Prepaid Card at restaurants, hotels and similar merchants?
Can I use my smartOne Prepaid Card to make internet and mail order purchases?
What if I need to return an item purchased with a smartOne Prepaid Card?
Why does my transaction history online show that a merchant charged me for more than I authorized?
Who do I contact with questions about my smartOne card balance or transaction?


Have other questions about smartOne Prepaid? Contact Us



About smartOne FAQ

What is a smartOne Prepaid Card?
smartOne Prepaid Cards work similar to debit cards and are accepted anywhere Visa debit or Debit MasterCard is accepted. smartOne Prepaid Cards can be used as incentive awards for employees or customers and allow the recipients the flexibility to spend the reward card anywhere they choose – in store, over the phone, or online. smartOne Prepaid cards can be customized with your company branding and can help your business achieve its goals in many ways.
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Why do businesses use smartOne Prepaid Cards?
Businesses use smartOne Prepaid Cards for employee recognition awardscustomer rebatessales incentives – the possibilities are endless. Studies show that 75% of employees would prefer prepaid debit cards over other forms of recognition, including cash or checks (“State of Gift Card Use in the U.S.” Incentive Research Foundation). Businesses choose smartOne Prepaid Cards because they are flexible, convenient, secure, and marketable for your business. smartOne Prepaid Cards are safer than carrying cash, more convenient than having to cash a check, accepted at millions of locations, backed by Visa and MasterCard’s Zero Liability Policies, and customizable to increase your brand exposure.
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Can I order my own individual prepaid card and load my own funds as needed?
smartOne Prepaid is a B2B company, providing prepaid services and products directly to businesses. Any initial or additional funds loaded on to the cards are through the company that purchases the cards. Funds cannot be added by an individual cardholder.
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Can I load my paycheck onto a smartOne card?
smartOne Prepaid works with businesses specifically for prepaid incentive and reward cards, but if your company is interested in setting up a payroll prepaid pay card program, please click here to submit your information and one of our representatives will contact you.
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Is smartOne Prepaid a debit card or a credit card?
smartOne Prepaid works similar to a debit card. It is pre-loaded with funds that are deducted every time you use the card. Simply swipe the card at the credit/debit point of sale and select “credit” to pay for your purchase. Cardholders can manage card accounts and view transaction history online 24/7/365 at www.MyMoneyAccess.com.
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How is a smartOne Prepaid Card different from a gift card?
Gift cards purchased from specific retailers are sometimes limited for use only at those stores. smartOne Prepaid gives flexibility, convenience, and choice to the recipients to use wherever they want. Also, registered smartOne cards are protected by Visa and MasterCard’s Zero Liability Policies if lost or stolen. Learn more about the benefits of prepaid.
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Are there any fees for using a smartOne Prepaid Card?
Most of smartOne Prepaid Cards do not have any cardholder fees, such as activation fees, monthly maintenance or transaction fees. The money loaded onto the card is the full amount available to the cardholder. Learn more about the types of smartOne Prepaid programs.
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Are smartOne cards reloadable?
smartOne offers reloadable card programs for businesses that plan to issue funds on a regular basis to the same recipients. Reloadable cards are set up for each specific cardholder and can be reloaded quickly and easily online. Check out our program types to find the smartOne program that is right for you or call 1-800-391-3503 to speak to a smartOne representative.
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Are smartOne Prepaid Cards safe and secure to use?
smartOne Prepaid Cards are as safe to use as debit cards. Registered cards can be replaced if lost or stolen and any fraudulent charges are covered under Visa and MasterCard’s Zero Liability Policies.
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Ordering FAQ

How does my company set-up an account with smartOne?
That’s easy! You can call one of our smartOne Prepaid consultants at 1-800-391-9503 to set up your account today and begin ordering prepaid cards, or you can download our application form to get started now. Simply select your cards, submit your business information, and your program will be set up. Plus, our dedicated team of client managers is available to help you at any stage during the process if you have any questions.
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Why does my company need to register and apply to order smartOne cards?
smartOne is backed by the powerful technology and extensive market experience of NetSpend, a TSYS Company, a leader in the payments industry, and MetaBank, our FDIC insured banking partner. For your security and due to regulations enforced by the USA PATRIOT Act, the partnership between these institutions and other regulations in the prepaid industry require specific information to be authorized and certified when businesses are purchasing prepaid cards. This information is secure and is not used for any purposes other than assessment and verification during the registration process. If you have any questions about smartOne’s application process, please contact us at 1-800-391-9503.
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How long does it take to process my smartOne order?
Once payment is processed, your cards can be printed in one day and shipped the next. If customizing your card image, it could take an additional 3-5 business days for customization.

Once a custom card image has been ordered with smartOne, the card is available for reprint anytime and we can reprint your cards same day with no additional processing time.
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Can I customize the image on my card?
Yes, smartOne cards are customizable and can be a useful tool for your marketing and branding. A custom card image increases your brand exposure – your customers and employees will think of your business every time they use the card. You submit your custom image or logo and our team of artists will design your image and branding into a photo-quality card image you will be proud to share with employees and partners. Visit Benefits of Customization to learn more.
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What other customization options are available?
In addition to a custom card image, smartOne also offers personalized text embossing on the bottom left of the card, up to two lines of text on each card. This can be generic such as “thank you” or “congratulations” or can be personalized with the names of each individual cardholder or a customized message matching the campaign. You can even choose the embossing text color from a selection of colors.

smartOne also offers opportunities to add your company logo to one of our standard card images and/or customize the card carrier that accompanies each card with your logo and message, to continue the impact of your branded marketing.
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Is there a minimum quantity required per order?
There is no minimum (or maximum) order quantity for any smartOne Prepaid order. Your cards are printed on- demand per your specifications, so you can select the number of cards and dollar value of every card you order.
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Should I choose Visa or MasterCard for my smartOne card network?
There is no difference to the quality and usage of the smartOne Prepaid Visa and smartOne Prepaid MasterCard. Both program options are accepted at millions of retail locations wherever debit cards are accepted, and both card networks are backed by their Zero Liability Policies. All smartOne card images are available with the Visa or MasterCard brand.
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How long does it take for delivery?
Once the cards are printed, orders of 100 cards or less can be shipped via overnight FedEx or standard USPS. Orders with more than 100 cards can be shipped via 2-day FedEx or standard USPS.
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Can the cards be shipped to a location outside the United States?
smartOne Prepaid cards can only be shipped to addresses within the United States.
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What types of payment do you accept for smartOne orders?
smartOne Prepaid Cards can be purchased using wire transfers, ACH credit payments, and credit cards.
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Are all the cards sent to me or directly to the individual recipients?
That’s up to you! smartOne can ship the entire bulk order to one location, to several of your office locations, or can be mailed directly to the individual cardholder. (This option is great for customer rebate rewards – let us help you save time and money by eliminating the hassle of processing and mailing individual rebate checks. We will process and fulfill the orders for you!)
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How do I order more cards?
You can order cards directly through smartOne Prepaid’s Direct Order Portal. Simply log in online and order as many cards as you need. Or call 1-866- 778-4985, option 1 to speak directly with a client manager.
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How do I re-set my password to Direct Order Portal?
If you’ve forgotten your username or password, go to www.prepaiddirectorder.com and click the “forgot username” or “forgot password” link. A reset email will be sent to you with instructions for resetting your password.
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Cardholder FAQ

How do I activate my card?
To activate your card, call the number on the sticker adhered to your on the front of your card when you receive it. Contact customer service 
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How do I register my card?
To register your card, call the number on your card or go online to www.MyMoneyAccess.com. We recommend registering your card to protect your funds, in case the card is ever lost or stolen. Contact customer service 
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Are there any cardholder fees?
The traditional smartOne single-load card does not have any cardholder fees! Learn more about the smartOne Prepaid programs.
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What if my card is lost or stolen?
Immediately report a lost or stolen smartOne Prepaid Card by contacting cardholder services. This customer service line is available 24 hours a day, 7 days a week. If your card was registered, it is covered by Visa and MasterCard’s Zero Liability Policies, a replacement card will be issued, and you will not be responsible for any unauthorized charges.
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When will my smartOne card expire?
The expiration date is printed on the front of your smartOne Prepaid Card. Or, you can view expiration and additional card account information online at www.MyMoneyAccess.com 
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How can I check my balance?
It’s easy to keep track of your smartOne balance and transaction history. Visit Check Card Balance or check the back of your card for the phone number or website with which your individual card is affiliated. Most cardholders can view their balance and transaction history at www.MyMoneyAccess.com or contact our Customer Service Department 24 hours a day, seven days a week.
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Can I add more money to my smartOne Prepaid Card?
smartOne Prepaid Cards are for businesses to load funds for employees, partners and customers. Individual cardholders cannot load personal funds to these cards; only the company who purchased the smartOne card can load initial or additional funds.
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Is there a maximum or minimum dollar value that can be prepaid on a smartOne card?
The minimum dollar amount for a smartOne card is $5 and can be loaded up to $10,000. Learn more about the different smartOne Prepaid program types and options.
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Where can I use my smartOne Prepaid Card?
smartOne Prepaid cards can be used anywhere Visa debit or Debit MasterCard is accepted – at stores, restaurants, gas stations, and can be used for purchases in store, over the phone, or online. smartOne offers you endless possibilities for how and where to use your reward!
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Can smartOne Prepaid Cards be used internationally outside the United States?
Depending on the smartOne Prepaid program chosen, some cards can be used internationally, anywhere Visa debit or Debit MasterCard is accepted. Additional fees may apply. Check your cardholder agreement or call customer service to find out if your card can be used internationally of if it is for domestic U.S. use only.
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Can I use my smartOne card at an ATM?
Depending on the smartOne Prepaid program chosen, some smartOne cards offer ATM and over the counter cash access. Check your cardholder agreement or call customer service to review your card options. If you are considering a smartOne Prepaid Card program and want ATM access available, check out our program types to find the smartOne program that is right for you or call 1-800-391-9503 to speak to a smartOne representative.
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Purchasing FAQ

What if I want to purchase something that costs more than the value or balance of my smartOne card?
Many merchants will allow you to split a transaction in which case, the value of your smartOne Prepaid Card can usually be used toward a portion of a larger purchase. You can then pay the difference with another form of payment. Ask at the time of purchase and indicate the specific amount you want deducted from your smartOne Prepaid Card (up to or less than your card balance), and pay the balance with another form of payment (cash, check, credit card). It is good for you to know the remaining value on your smartOne card, as you will likely have to tell the merchant how much to apply to your smartOne card. Merchants will not have the ability to check the balance for you.
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What if a purchase is denied?
If your purchase is denied, it is likely because the charged amount is greater than the balance on your card. Before you go shopping, verify the balance on the card by visiting www.MyMoneyAccess.com or calling the customer service number found on the back of your card. If the merchant will allow you to split the transaction, you can charge a specific amount to your smartOne Prepaid Card (up to or less than your card balance) and use another form of payment for the balance. If your smartOne Prepaid Card was declined and there are sufficient funds to cover the purchase, please contact Cardholder Services.
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Can I use my smartOne Prepaid Card at gas stations?
Yes, smartOne Prepaid Cards can be used at gas stations. We recommend that you pay inside the station, not at the pump, as some automated fuel dispensers are programmed to put a hold on funds until the transaction clears. To avoid a hold on the available balance on your card, it is recommended that cardholders go into the store to have the card processed at the register instead of at the pump, so that only the actual amount spent will be deducted from the card and no additional funds will be temporarily held on the card.
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Can I use my smartOne Prepaid Card at restaurants, hotels and similar merchants?
Yes, smartOne Prepaid Cards can be used at restaurants, hotels, anywhere Visa debit or debit MasterCard is accepted. In some cases, hotels or restaurants may put a temporary hold on additional funds for incidental expenses or tips that might be added after the card is initially charged. If your bill plus the estimated additional hold exceeds the balance on your card, the transaction may be declined. In this situation, simply instruct a specific amount (up to or less than your card balance) be deducted from your smartOne Prepaid Card and use another form of payment for the balance or for the incidental expenses/tip.
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Can I use my smartOne Prepaid Card to make internet and mail order purchases?
Yes, your smartOne card can be used for internet or mail order purchases, similar to a debit card. Simply provide the card information (number, expiration, CVV) at the time of purchase.
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What if I need to return an item purchased with a smartOne Prepaid Card?
Each merchant location has its own return policies and will handle the returns in the same manner as any other credit card or debit card transaction. They may credit your smartOne Prepaid Card, provide a cash refund or issue a store credit.
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Why does my transaction history online show that a merchant charged me for more than I authorized?
Certain merchants, such as gas stations, restaurants, and hotels often obtain authorization amounts for more than the transaction amount, in case incidental charges or tips are added afterwards. Once the temporary hold funds are released, your card will only be charged for the amount authorized at the time of purchase. Funds may be held between 7-10 days.
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Who do I contact with questions about my smartOne card balance or transaction?
It’s easy to keep track of your smartOne balance and transaction history. Most cardholders can view their balance and transaction history at www.MyMoneyAccess.com or call our Customer Service Department 24 hours a day, seven days a week. Check the back of your card for the phone number or website with which your individual card is affiliated.
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