smiONE™ Visa® Prepaid Card Basics


What is the smiONE™ Visa Prepaid Card?
The smiONE™ Visa Prepaid Card is a cost-effective and safer alternative to carrying cash. Once money is added to your card account, you may use your card at millions of merchant locations everywhere Visa debit cards are accepted; in store, online, by phone, and at Automated Teller Machines (ATMs). The smiONE™ Visa Prepaid Card is convenient, safer than cash, and your key to gaining financial freedom. Because it is a prepaid card, you only spend the money you add to it. That means no overdraft fees, no late fees, and no interest. It is not a credit card. Also important to know is that this card is safer than cash because if it is lost or stolen you are protected by the Visa Zero Liability policy*, as long as you notify us promptly.

Do I need a bank account to get a card?
No. You do not need a bank account to get the smiONE™ Visa Prepaid Card. Once you get your card you will have several options for loading funds to your card, including automatic Direct Deposit from your employer, so there is no need to have a bank account.

Is the smiONE™ Visa Prepaid Card a credit card?
No. The smiONE™ Visa Prepaid Card is a reloadable and reusable prepaid card. To spend money you must first load money onto your smiONE™ Visa Prepaid Card account. You can add cash by direct depositing funds from your paycheck or a benefits provider such as Social Security, disability, tax refund, and others to your card. When you use the smiONE™ Visa Prepaid Card, the amount of your purchase is deducted from the loaded balance.

Additional Cardholders

Can I add another smiONE™ Visa Prepaid Card to my card account to give to a family member or friend?
Yes, you can add up to five additional cards to your smiONE™ Visa Prepaid Card account and give the other cards to family members or friends. Additional cardholders must be age 13 or older.
The Primary cardholder controls how much to share with the secondary cardholder.
The name of your family member(s) or friend(s) will be embossed on the additional smiONE™ Visa Prepaid Card(s), and each card will have its own unique card account number.
Note: The primary cardholder is responsible for all transactions and fees incurred by themselves; any authorized person; and any additional cardholder(s) on the account according to the terms of the Cardholder Agreement. The primary cardholder is required to notify smiONE Card Services to revoke permission for any person previously authorized to use their card.

Can I order an additional card for a person living outside of the United States?
No. The information required to obtain an smiONE™ Visa Prepaid Card needs to be verifiable information including name, physical U.S. address, date of birth, home phone number, and identifying documents. At this time, cards may only be issued to valid US addresses, even if the person overseas has a social security number or other valid identifying documents.

How do I get an additional smiONE™ Visa Prepaid Card?
To order an additional smiONE™ Visa Prepaid Card for a friend or family member, log in at www.smionecard.com and enroll for a card for a friend or family member.

How can I remove a secondary cardholder from my card account?
The best way to do this is to destroy the other card.
Alternatively, you could simply spend all funds on the account you have with the secondary cardholder and then purchase a new smiONE™ Visa Prepaid Card just for yourself.
You will need to call smiONE Card Services to advise that you are revoking a secondary cardholder’s use of their card account.
Note: If the primary cardholder requests us to revoke another person's use of their card account, we may revoke the primary cardholder’s card account and issue a new card account with a different number. The primary cardholder is wholly responsible for the use of each card on the account according to the terms of the Cardholder Agreement.

Card Activation and Fees

What are the fees for my smiONE™ Visa Prepaid Card account?
For a list of fees, log on to www.smionecard.com or consult your Cardholder Agreement.

After I receive my smiONE™ Visa Prepaid Card, how do I activate it?
Once you receive your card, you will need to activate it before you can load funds on it or use it for purchases. To activate, call the 24-hour automated phone system using the number on the back of your card and follow the prompts. You will also select a four digit Personal Identification Number (PIN) so you can use your card at an ATM and/ or get cash back at the point of sale (if you use the "debit" option). You can also activate your card at www.smionecard.com.

Card Loads

How do I load money to my smiONE™ Visa Prepaid Card?
The BEST way to have money added to your smiONE™ Visa Prepaid Card is through our free Direct Deposit service. With Direct Deposit, you can have your paycheck, disability, and government checks (e.g., Medicare, Social Security, tax refund) sent directly to your smiONE™ Visa Prepaid Card account, free.

What is Direct Deposit?
Direct Deposit allows you to have all or part of your paycheck, government check, or other benefits checks automatically loaded to your smiONE™ Visa Prepaid Card account. It is safe, secure, fast, and more convenient than receiving payment in the form of a paper check and saves you the hassle and expense associated with getting your check cashed, or handling large amounts of cash.

When will my money be available to me?
Money will be available on payday or on the date of your benefits payment by 9:00 a.m. EST.

Can I load my tax refund* to my smiONE™ Visa Prepaid Card account?
Yes. Have your tax refund loaded directly to your card account by including the smiONE™ Visa Prepaid Card account routing number and Demand Deposit Account (DDA) number (NOT your 16-digit card account number) provided on your Direct Deposit form. You can use this information whether you are filing online, by mail, or through your local tax preparer. *Refund Direct Deposits MUST be in the name of the cardholder to be accepted and posted by smiONE™ Visa Prepaid Card.

What happens to my Direct Deposit if I change jobs?
The payments from your previous job will stop automatically when your employer stops paying you. To re-start Direct Deposit with your new job, simply fill out another Direct Deposit form, select how much of your pay you would like deposited each pay period, sign the form, and hand it to your new employer. Remember, you can even have Direct Deposit from more than one employer at the same time.

Can I stop my employer from making Direct Deposits to my smiONE™ Visa Prepaid Card account?
Yes. You can contact your employer to notify them of changes to your Direct Deposit requests.
 
Card Usage

How do I check the balance on my smiONE™ Visa Prepaid Card account?
  • The best way to always know your balance is to sign up for smiONE‚™ Alert Service. We can send you your current balance every time it changes, or if you prefer, once a day, or once a week. Please note that Alerts are available at no cost from us, but your cell phone carrier may charge for SMS messages, and your phone must be enabled to receive SMS text messages - please check with your carrier.
  • You can get your balance online at any time for free at www.smionecard.com.
  • You can call the 24-hour automated phone system toll-free using the number listed on the back of your card.
  • You can get your balance at an ATM (charges may apply—refer to the Schedule of Fees).
When does my smiONE™ Visa Prepaid Card account expire?
Your smiONE™ Visa Prepaid Card can be used until the expiration date printed on the front of your card. If your smiONE™ Visa Prepaid Card has a balance when the card account expires, you will be mailed a new card and the remaining funds will be added to your new card. We encourage you to verify that your contact information; name, address, and phone numbers are correct so that we are able to deliver your new card to the correct address.
If your smiONE™ Visa Prepaid Card account has a zero balance at expiration it cannot be renewed or reloaded.

Is my money safe and secure?
Yes. Your smiONE™ Visa Prepaid Card account is safer than cash. If your card is ever lost or stolen, we'll send you a new card. Just remember to report your card lost or stolen to smiONE™ Card Services using the phone number on the back of your card immediately! Your card is protected from unauthorized purchases with the Visa Zero Liability policy*.

Is the smiONE™ Visa Prepaid Card FDIC insured?
Yes, your deposits are FDIC-insured to at least $250,000 through The Bancorp Bank; Member FDIC.

What is the Personal Identification Number (PIN)?
The PIN is a four-digit security feature that is used to get cash at ATMs (select "checking"). You also use your PIN when making purchases (if you select "debit") so you can get cash back. Please remember to keep this PIN safe and do not share it with anyone. Do not keep it in your wallet, or write it on the smiONE™ Visa Prepaid Card. You can select your PIN when you activate your card by calling the 24-hour automated phone system toll-free using the phone number on the back of your card. When you select your PIN, choose a number that you are familiar with so you don't easily forget it, but avoid choosing a PIN that is associated with your personal information, such as phone number, address, or date of birth.

What if I forget my PIN?
Call the 24-hour automated phone system toll-free using the phone number on the back of your card to choose a new PIN.

How do I use my smiONE™ Visa Prepaid Card to withdraw cash from an ATM?
You can use your smiONE™ Visa Prepaid Card to obtain cash from any ATM with the Visa®, Maestro®, or Plus® Acceptance Mark. All ATM transactions are treated as cash withdrawal transactions. You will need to enter your PIN when prompted, and select "checking" to access money. A $1.50 Domestic ATM Withdrawal Fee applies to each domestic ATM withdrawal and a $2.00 International ATM Withdrawal Fee applies to each international ATM withdrawal; in addition, the ATM terminal owner may impose a third party fee that will be charged to your card. If you use an Allpoint® ATM, you will not incur a third party fee.

Can I use my smiONE™ Visa Prepaid Card to "pay at the pump"?
No. If you want to use your smiONE™ Visa Prepaid Card to buy gas, you should present your card to the cashier before pumping.

Can I use my smiONE™ Visa Prepaid Card for online purchases?
Absolutely! You may use your smiONE™ Visa Prepaid Card everywhere Visa debit cards are accepted. Most websites also ask for your security code (3 digit code on back of card near signature panel).

Can I use my smiONE™ Visa Prepaid Card to rent a car?
It depends on the rental car company. Your smiONE™ Visa Prepaid Card can be used to rent a car, but because a rental car is an "open end" transaction your smiONE™ Visa Prepaid Card account may be "authorized" (have money held) for more money than the actual cost of the rental car. The reason for this is that the rental car company won't know if they need to charge you for things like gas, car damage, and extra days until you return the vehicle. The rental car company can place a hold on these funds for as long as 60 days. For this reason, some car rental companies do not accept prepaid cards.

Can I use my smiONE™ Visa Prepaid Card to book a hotel room?
It depends on the hotel. When you make a reservation at a hotel it is considered an "open end" transaction. That means the total amount due is unknown. The hotel has the right to authorize more than the initial payment to cover additional expenses or damages that could occur during your stay. The hotel can place a hold on these funds for 30 days. For this reason, some hotels do not accept prepaid cards.

What if I want to purchase an item that costs more than the available balance on my smiONE™ Visa Prepaid Card?
If you try to purchase an item of greater value than your available card balance, the card will be declined. Some merchants are able to handle this with a "split tender" transaction. To make a purchase greater than the balance on your card, you will need to provide the merchant with a second payment method; cash, check, or a credit card; to cover the difference. When making your purchase, you must first tell the cashier in advance how much to deduct from your smiONE™ Visa Prepaid Card, and how much you will use from the second payment method. Please be advised not all merchants can handle these "split tender" transactions.

What should I do if my smiONE™ Visa Prepaid Card is declined?
If a transaction is declined, the merchant will let you know. To help prevent this, keep track of your balance by visiting the smiONE™ Visa Prepaid Card web site www.smionecard.com or check your balance from the phone number provided on the back of your card.

How do I check my current balance or recent transaction history?
Keeping you up to date on your available balance is important to us. You can check up to the minute balance and transaction information at www.smionecard.com. The My Account page displays transaction history and available balance. Also, you can sign up for free smiONE™ Visa Prepaid Card Alerts via SMS text message or e-mail. Standard text messaging rates from your wireless service provider may apply. These convenient services alert you of your balance when any card activity occurs. You can sign up for these services when you log in to your account, and select "Alerts.” You can also contact Customer Service using the phone number on the back of your card.

What happens if my smiONE™ Visa Prepaid Card is lost or stolen?
CALL US IMMEDIATELY AT 1-855-502-2159. Calling us right away is the best way to limit your possible losses. A replacement smiONE™ Visa Prepaid Card will be issued and any available balance (less the Card Replacement Fee - see the Schedule of Fees) will be added to the new smiONE™ Visa Prepaid Card, subject to a review of your card account. As long as the lost or stolen smiONE™ Visa Prepaid Card is reported immediately, you will not be responsible for any unauthorized merchant charges.
Note: Full reimbursement of any fraudulent charges is provided through the Visa Zero Liability policy*. We reserve the right to review any disputed charges based on our risk policy.

How do I dispute a transaction?
If you suspect an error, have questions about a transaction, or wish to dispute a transaction that has posted to your card account, call 1-855-502-2159. You will be required to provide the following information:
  • Your name, address, and phone number
  • Your smiONE™ Visa Prepaid Card account number
  • A description of the error or the transaction you are unsure about. Explain as clearly as you can why you believe it is an error or why you need more information
  • The dollar amount of the suspected error
  • Your e-mail address
Send the above information to:

smiONE Card Customer Service
P.O. Box 2489
Carrollton, GA 30112
 
What if I discover unauthorized or fraudulent use of my card?
If your card is lost or stolen, or you notice any unauthorized or fraudulent transactions on your card, you need to report it immediately by calling our Customer Service center at 1-855-502-2159, and we will investigate any questionable transactions.

How do I close my smiONE™ Visa Prepaid Card account?
The easiest way to close your card account is to withdraw your funds at an ATM (fees included) or spend any remaining funds at a retail store. If you would like a refund of your remaining balance by check, contact Customer Service using the number on the back of your card. A Close Account; Request Check Fee of $15.00 applies. You will need to send us your smiONE™ Visa Prepaid Card or destroy it. Send your smiONE™ Visa Prepaid Card to:

smiONE Card Customer Service
P.O. Box 2489
Carrollton, GA 30112

I've moved, how do I update my address on my account?
In order to change your address for your smiONE™ Visa Prepaid Card account, you can go to the website at www.smionecard.com to update your information. You can also call our Customer Service center by using the number on the back of your card.

Bill Payment

What is smiONE™ Prepaid Bill Payment?
With smiONE™ Prepaid Bill Payment, you can send a payment to almost anyone. Never purchase another money order or incur a bounced check fee again.

How do I make a payment?
  1. If you have not already done so, add your Payee by clicking Add Payee in the Bill Payment section of the website. You will need the Payee’s name and address, and the Payee account number if you have one. Both electronic payments and paper checks always include remittance information, ensuring that your Payee can accurately record that a payment has been received for your account.
  2. Enter the amount you want to pay. The page will automatically display the first available date the payment will be received. We strongly recommend you schedule your payment at least five business days before the payment due date to make sure the payment reaches your Payee in time.
What is a Payee?
A Payee is a company, organization, or person that sends you a bill, invoice, or statement. This is usually a request for payment for a product or service.

Are there any Payees I cannot pay?
Due to legal requirements, we currently can only schedule payments to Payees within the United States of America in US currency. In addition, the following payments are discouraged, but may be scheduled at your own risk:
  • Tax payments to the Internal Revenue Service or any state or other government agency
  • Court-ordered payments, such as alimony or child support
  • Payments to insurance companies
We will not notify you if you attempt to make any of these payments.

How much does smiONE™ Prepaid Bill Payment cost?
There is a $0.75 Online Bill Pay fee for each electronic and/ or paper check. All fees are deducted from your card account and you will need to have enough money in your card account to cover the payment plus the fee.
Bill Payment Fee Schedule
Bill Payment Fee-Electronic $0.75 each
Bill Payment Fee-Paper Check $0.75 each

Where do you send my payment?
We send your payment to the address you provide to us for each of your Payees.

What is the Bill Due date?
The Bill Due date is the date that each bill is due at the Payee's location. You should schedule your payment five to seven business days before the due date. If a bill arrives as Due Upon Receipt, the date that the bill arrived is listed as the due date.

What is the Payment date?
The payment date is the date that you schedule your payment. It is always the current date. This is also the date on the check.

What happens if a bill is paid late?
We issue payments automatically on the exact date that you specify. Please remember that it is your responsibility to schedule a payment to allow enough time for the payment to be received by your Payee. If you do not, you could incur a late payment fee or other penalty from your Payee. smiONE™ Prepaid Bill Payment is not responsible for your failure to make any scheduled payments on time.
Remember: If you are paying a manual payee and we will issue a paper check, you should send the payment at least five business days before a bill due date. This will allow a paper check issued on your behalf to arrive at your Payee on time. The web page will always display when your Payee is expected to receive your payment.

What happens if I do not have enough money in my card account to cover a bill?
The bill payment cannot be scheduled if you do not have enough money in your card account to cover the requested payment plus the fee.

What is the difference between an electronic payment and a check payment?
Many Payees accept electronic payments, but not all. When you set up a Payee for payment, we will search for your Payees on our list of Payees who accept electronic payments. The process is the same for you; however, you will notice that the time to deliver the payment may vary based on whether the Payee will be paid electronically or by paper check. It will also take five business days to deliver a paper check, whereas electronic payments are typically made sooner. The $0.75 Online Bill Pay fee is the same regardless of how the payment is made

How long does it take for an electronic payment to be received?
For payees that can accept electronic payments, we recommend that you schedule the payment date at least three business days in advance of the due date.

How do I cancel a payment after it has been submitted?
Payments are processed immediately and cannot be cancelled once requested. Please carefully enter your payment instructions.

Where do I find the number that I should enter in the Payee account number field?
The account number that you need to enter is your account number with the Payee as listed on your bill. If you cannot locate it on your bill, just call the Payee and they will provide you with this number. You must enter this account number when you are setting up an electronic bill payment. In some cases, such as a rent check, you may not have a Payee account number. In this case, enter your apartment number or other comment so your payee will know how to apply the payment.

What is a nickname and why do I need it?
A nickname is an informal name to help you remember to whom you want to make a payment. If you have multiple accounts with a single Payee, or have a Payee with a long or unusual name, you can enter a name you can relate to, such as Mary's credit card or Bill's rent. Having a nickname for a Payee ensures you are paying the right Payee.

Can I add a Payee if I do not have an account number?
Yes, just select the "This payee does not have an account number" checkbox on the Add New Payee page and click Continue. We will then ask you for the Payee's remittance address.

How can I get help or have a question answered?
For your convenience, we have published answers to the questions we are most frequently asked. You may be able to find the answer to your question in this FAQ section. In addition, you can contact us at any time.

Alerts

What are smiONE™ Visa Card Alerts?
With smiONE™ Visa Card Alerts, you automatically get a text message and/ or e-mail when specified card account activity occurs. You can get an available balance Alert automatically at the same time every day, or every week - and/ or get an Alert only when you make a purchase, withdrawal, or other transaction.
You can choose from any or all of the following Alerts:
  • Daily or weekly available balance Alert
  • Alerts about transactions you make
If you provide us your e-mail address at enrollment, we will send you an e-mail with your available account balance after each value load, purchase, or cash-type transaction.
You can update or change your preferences at any time after receipt of your card.

How much does smiONE™ Visa Card Alerts cost?
There is no cost for Alerts from smiONE™ Visa Prepaid Card, however, messaging and data rates from your wireless provider may apply, and your cell phone must be text message enabled. Please check with your cell phone carrier for rates and availability.

How do I sign up for smiONE™ Visa Card Alerts?
You can sign up for smiONE™ Visa Card Alerts by logging into your card account online at www.smionecard.com and selecting "Alerts.”

How do I cancel smiONE™ Visa Card Alerts?
  • You may opt out of the SMS text Alerts service at any time by texting "STOP" to short code 52464. This will immediately unsubscribe you from the service and you will no longer receive text messages unless you opt in again via the website at www.smionecard.com.
  • You may opt out of e-mail and/SMS text Alerts by logging in to www.smionecard.com and unchecking all the selected Alert preferences.
  • You may stop individual Alerts by logging in to www.smionecard.com and unchecking the boxes for the individual Alert preferences you want to cancel.

How can I get assistance with smiONE™ Visa Card Alerts?
If you need assistance with SMS Alerts, you can text "HELP" to short code 52464 at any time. You will receive the link to the smiONE™ Visa Prepaid Card website and the Customer Service phone number.

When will the smiONE™ Visa Card Alerts stop?
You can un-enroll at any time by logging into www.smionecard.com and unchecking the boxes for the Alerts you want to cancel.
Other than that, your Alerts will cease if your Card Account is inactive for other reasons; e.g., card lost, stolen).

What assistance can I get when I text short code 52464?
Text this to 52464 Get this
STOP Unsubscribe from SMS service
HELP Customer Service and website contact information.

At what time of day will I receive the daily balance Alert?
If you are signed up for daily balance Alerts they will be sent out every day, 7 days a week, at the time selected when the alert was set-up. However, the actual message delivery is subject to carrier delays.

I have free messages through my mobile phone plan. Can I use them for smiONE™ Visa Card Alerts?
Yes!

Questions About the smiONE™ Visa Prepaid Card Website

How secure is my card account information?
The smiONE™ Visa Prepaid Card website uses the latest 128 bit encryption technology to secure your card account and personal information online. smiONE™ Visa Prepaid Card follows strict procedures to ensure that your card account and personal information is never shared or misused in any way. For more information regarding your privacy, please view our Privacy Policy.

Which browser works best with your website?
The smiONE™ Visa Prepaid Card website is best viewed with Microsoft Internet Explorer 7.0 or higher, Firefox 2.0 or higher, or Safari 3.0 or higher.

Paper Statements

Will I receive a monthly statement?
No. For your convenience, you can always access your statement online at no cost at www.smionecard.com.
*The Visa Zero Liability policy covers U.S.-issued cards only and does not apply to ATM transactions, PIN transactions not processed by Visa, or certain commercial card transactions. Cardholder must notify issuer promptly of any unauthorized use. Consult issuer for additional details or visit www.visa.com/security.
 
 
 

 

The smiONE™ Visa Prepaid Card is issued by The Bancorp Bank pursuant to a license from Visa U.S.A. Inc.

The Bancorp Bank; Member FDIC.

IMPORTANT INFORMATION ABOUT PROCEDURES FOR OPENING A NEW CARD ACCOUNT: To help the government fight the funding of terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a Card Account. What this means for you: When you open a Card Account, we will ask for your name, address, date of birth, and other information that will allow us to identify you. We may also ask to see a copy of your driver's license or other identifying documents.

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