How do I get an excella Visa Prepaid Debit Card?
Getting the card is easy. Go to a participating Pay-O-Matic store, complete a brief registration form, present a valid government issued picture ID, and provide your D.O.B and Social Security number (required for all US citizens). Upon successful identification and approval*, the store will take your photo and print it on the back of an instant issue card. Immediately activate the card with the in-store pinpad or by calling Cardholder Services (the toll free number on the back of your card).

*Obtaining Your Card: The USA PATRIOT Act is a federal law that 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 reasonably identify you. We may also ask to see your driver’s license or other identifying documents at any time.

Is the excella Visa Prepaid Debit Card a credit card?
The excella Visa Prepaid Debit Card is not a credit card. With excella, you have total control of your money because you only spend the cash you load onto the card.

How soon can I start using my excella Visa Prepaid Debit Card?
Immediately! You will receive an instant issue excella Visa Prepaid Debit Card at the time of sign up. Before you even leave our Pay-O-Matic location, we can help you activate your card!

How old must I be to get an excella Visa Prepaid Debit Card?
You must be 13 years of age with a valid photo ID to qualify for an excella Visa Prepaid Debit Card.

What IDs can I use to get an excella Visa Prepaid Debit Card?
We accept valid government issued picture IDs. For the full list of acceptable IDs, please visit a Pay-O-Matic location near you.

Can I have more than one excella Visa Prepaid Debit Card?
You can have up to 2 accounts (1 card per account). These cards cannot be linked; however, card-to-card transfers can be used. Transfers can be performed by calling Cardholder Services (the toll free number on the back of your card) or online: (1) access your cardholder account HERE, (2) choose the "Using My Card Account" tab, and then (3) click on the "Transferring Funds" link.

 

 

What is the minimum initial load amount?
You must load at least $10 when you first receive your card.

What is the minimum re-load amount?
After the initial load, you must load at least $10 onto your card when re-loading.

What is the maximum daily load amount?
At Pay-O-Matic locations, you can load up to $2,500 in cash per 24 hour period. If cashing a check, you can load up to $5,000 per 24 hour period.

NOTE: Third party cash loads are subject to a maximum of $950 per 24 hour period.

What is the maximum ATM withdrawal amount per transaction?
You can withdraw up to $500 per ATM transaction. A maximum of 3 transactions can be made per 24 hour period (without exceeding a $500 total withdrawal amount).

What is the maximum balance allowed on my card?
The maximum amount of money that you can have on your card is $10,000.

Do I need to maintain a minimum balance?
There is no minimum balance required.

Do I need to present my card when loading money?
Yes. You must present your card every time you load money. This requirement helps prevent fraud and unauthorized use.

Can I load my card at non-Pay-O-Matic locations?
Yes. In addition to all Pay-O-Matic locations, you can load your card at excella retail locations, Western Union^® locations, and Green Dot^® locations (fees apply).

Can I transfer money from one excella Visa Prepaid Debit Card to another excella Visa Prepaid Debit Card?
Yes, you can absolutely transfer funds from one excella Visa Prepaid Debit Card to another. Transfers can be performed by calling Cardholder Services (the toll free number on the back of your card) or online: (1) access your cardholder account HERE, (2) choose the "Using My Card Account" tab, and then (3) click on the "Transferring Funds" link.

 

 

Where can I use my card?
You can use your excella Visa Prepaid Debit Card anywhere Visa debit cards are accepted.

What is a PIN (Personal Identification Number)?
Your PIN is the 4-digit number used to get cash at ATMs and to make purchases at grocery stores, gas stations and many other merchant locations that accept PIN based transactions. You will choose your PIN when you activate your card.

Should I select “credit” or “debit” when making a purchase?
Make sure to select “credit” when making purchases. However, if you want cash back, select “debit” and tell the cashier how much money you want back. You will be prompted to enter your PIN.

How can I get cash back when making a purchase?
Tell the cashier that you would like cash back. Make sure to state the desired amount of cash back. Swipe your card, select “debit”, and then enter your PIN. Then, accept the final amount (your cash back amount plus your purchase amount).

How do I withdraw money from my card at an ATM?
Insert your card into the ATM and enter your PIN. Select “checking”, then the amount of money you would like to withdraw. Make sure to take your cash, card, and receipt before leaving the ATM.

Can I pay bills or make purchases online with my card?
Yes, you can absolutely pay bills and make purchases online or over the phone. Your card may be used for payment wherever Visa^® debit cards or STAR^® cards are accepted. When paying bills online or over the phone, just provide the merchant with two items— (1) the 16 digit number found on the front of your card and (2) the expiration date. Some merchants may also ask for the CVC number. This is the 3 digit number on the back of your card next to your signature. Before approving a transaction, some merchants will verify that the address you have provided matches the address on your card account.

What is the order status of my online purchase?
Although you can make online purchases with your card, you must contact the online merchant directly for the status of your order. Go to the website where you made the purchase. There should be contact information for general questions and status of orders.

Will I be charged a fee if I do not use my card?
Yes. If you do not use your card for 90 days, then you will be charged an Account Maintenance Fee of $3.00 per month.

What are the fees associated with my card?
Refer to your Cardholder Agreement for a complete list of fees. You can view a copy of your Cardholder Agreement online: (1) access your cardholder account HERE, (2) choose the "My Card Account" tab, and then (3) click on the "Cardholder Agreement" link.

 

 

How do I access my account online?
You can access your account online for FREE! When you login for the first time, you will be asked to answer a series of security questions and provide your email address.

NEW USERS
If you are a new cardholder or have received a replacement card/personalized card, please follow these instructions:
- Go to https://excella-portal.paychekplus.com/.
- Click the “First time to visit us on the web” link.
- Input the requested information to confirm your account.
- Input the requested information & create a password to ensure your security.

CURRENT USERS
- Go to https://excella-portal.paychekplus.com/.
- Input your card number & password.

What can I do while logged in to my account?
While logged in to your account, you can: view your card balance, review your transaction history, update your account information, enroll in/manage card features, transfer funds, view card fees, file a dispute, and much more!

How do I check my balance?
You can check your balance for FREE by: (1) accessing your account online HERE, (2) using FREE Text Alerts* and texting the word BAL to 90831, or (3) calling Cardholder Services (the toll free number on the back of your card).

*Standard text messaging rates apply.

How do I setup text alerts?
You can enroll in FREE Text Alerts* at any Pay-O-Matic store, by calling Cardholder Services (the toll free number on the back of your card), or online: (1) login to your cardholder account HERE, (2) choose the "My Card Features" tab, and then (3) click on the "Text Alerts" option. Simply provide your mobile number and your mobile service provider.

*Standard text messaging rates apply.

How do I review my transaction history?
You can review your transaction history for FREE by: (1) accessing your account online HERE or (2) calling Cardholder Services (the toll free number on the back of your card). Additionally, you can receive paper statements through the mail by calling Cardholder Services.

NOTE: There is a Statement Fee of $3.00 for each paper statement mailed to you (delivery time is 7-10 days).

How do I change my PIN?
Call Cardholder Services (the toll free number on the back of your card) or login online: (1) access your cardholder account HERE, (2) choose the "My Card Account" tab, and then (3) click on the "Change My PIN" link.

How do I change my password?
Call Cardholder Services (the toll free number on the back of your card) or login online: (1) access your cardholder account HERE, (2) choose the "My Card Account" tab, and then (3) click on the "Change My Password" link.

What should I do if I forget my PIN or password?
Call Cardholder Services (the toll free number on the back of your card).

What should I do if my address, phone number, or email changes?
Call Cardholder Services (the toll free number on the back of your card) or login online: (1) access your cardholder account HERE, (2) choose the "My Card Account" tab, and then (3) click on the "Update My Card Account" link.

What is the savings program?
The excella Visa Prepaid Debit Card offers a FREE savings program with a highly competitive interest rate. Starting a savings program and making regular contributions is an important step in establishing your financial security. Enroll online: (1) login to your cardholder account HERE, (2) choose the "My Card Features" tab, and then (3) click on the "Savings" option.

What is the unlimited purchase plan?
The unlimited purchase plan allows you to make unlimited purchases on your card without paying a fee for each transaction. Instead, you will be charged a flat monthly fee. This plan is best for cardholders that make more than 10 purchases in a month. You can enroll by calling Cardholder Services (the toll free number on the back of your card) or online: (1) login to your cardholder account HERE, (2) choose the "My Card Features" tab, and then (3) click on the "Unlimited Purchase Plan" option.

How do I file a dispute?
Call Cardholder Services (the toll free number on the back of your card) or login online: (1) access your cardholder account HERE, (2) choose the "Help" tab, and then (3) click on the "File a Dispute" link.

How do I cancel my card account?
Call Cardholder Services (the toll free number on the back of your card).

 

 

How can I get my name on the front of my card?
Your card can be personalized with name embossing on the front. Simply call Cardholder Services (the toll free number on the back of your card). All you have to do is say that you want to personalize your excella Visa Prepaid Debit Card. Make sure your address is correct in our system when you speak to a representative.

How can I get my picture on the front of my card?
Follow the steps above and request a personalized card with a photo on the front.

How much does a personalized card cost?
The personalized card with a photo is $7 and the personalized card without a photo is $5.

How long will it take for my personalized card to arrive?
It will take approximately 10-14 days before you receive your personalized card in the mail.

 

 

Is my money insured if my card is lost or stolen?
Your card is protected by the Visa Zero Liability policy*. If your card is ever lost or stolen you are not responsible for any authorized transactions (as long as you notify us promptly and you are not grossly negligent or fraudulent in the handling of your card). Please refer to your Cardholder Agreement for additional information and details.

*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.

What should I do if I lose my card?
IMMEDIATELY CALL CARDHOLDER SERVICES (the toll free number on the back of your card) to mark you card lost/stolen. Then, visit your nearest Pay-O-Matic location to request a replacement card (non-personalized). You should activate it immediately to have the funds from your lost/stolen card transferred to your new card. If you are not able to get to a Pay-O-Matic location or you have lost your personalized card, call Cardholder Services and request a personalized card to be sent to you by mail.

Note: A fee will apply for replacement and will vary depending on the type of replacement card you receive. See your Cardholder Agreement for list of fees. Expediting the mailing of a replacement, personalized card is also available for a fee.

How can I prevent unauthorized use of my card?
Keep your card in a safe place and never write down your PIN. If you discover your card has been lost or stolen call Cardholder Services (the toll free number on the back of your card) immediately and report it.

 

 

What is a “hold” or “preauthorization”?
When making a purchase, merchants will do a “hold” or "preauthorization" for the estimated total price of your transaction. This will appear as a pending transaction and will reduce your available balance by the "Authorized Amount". The "preauthorization" expires once the merchant processes the "Final Transaction Amount". This could take several business days, and during this period you will not be able to use any value in which there is a "hold".

Why was my card declined when I had enough money in my account?
Some merchants (usually service or "tip" orientated) will place an authorization greater than the amount purchased to allow for additional services or a tip. This usually happens when using your card at a hotel, (for your room and incidentals), restaurants, and beauty salons. The merchant will estimate the final bill and place a hold on your card. If you decide to pay your final bill in cash after an authorization has been made, the hold on the authorized funds will expire in several days if no final transaction is processed.

Restaurants, Bars, Taxis, Salons, Barbershops, & Health / Beauty Spas
Be sure your balance is sufficient to cover an additional 20% above your total bill. If the bill, plus estimated tip (20%), exceeds the available balance on the card, the purchase will be declined. The actual amount charged to your card will not exceed the amount of the bill plus the tip YOU add. Of course, the actual tip amount is your decision.

For example, you go to a restaurant for dinner and the bill is $19.27. The restaurant may "Authorize" $24 which is the meal plus a 20% tip. When signing for the bill, you decide to give a $3.50 tip, so your "Final Transaction Amount" is $22.77. In this circumstance, the $24 will remain on hold until the restaurant processes the $22.77 charge. Or, if you decide to leave a tip with cash, the $24 will remain on hold until the restaurant processes the $19.27 charge.

Hotels & Car Rental Companies
Some car rental companies and hotels may require a credit card to make a reservation. This is at the merchants’ discretion and beyond Pay-O-Matic's control. At check-in, hotels will put a "hold" on the estimated amount of your stay, making those funds unavailable for purchase for a period of time. You can avoid a 'hold' being placed on your card by checking in with a credit card, and then using your excella Card for final payment when you return the car or at the end of your hotel stay.

Gas stations
When you swipe your card at the pump, before the amount of your purchase is known, some gas stations run a check to see if there are enough funds to pay for a full tank of gas (this may be $75 or more, depending on the location). If your card is declined, even though you have funds, let the attendant know how much gas you plan to buy and they can process the purchase and have you sign for it. You may find that telling the attendant in advance how much gas you want, will avoid the preauthorization hold of funds all together.

Where is my money?
Don't worry—your money is still there, it's just being held until the final transaction has been processed. Please remember that a merchant has up to several days to complete and process the final transaction amount.

If you have any additional concerns about "Authorizations", please call Cardholder Services (the toll free number on the back of your card). For more information, you can also refer to the Cardholder Agreement.

 

 

How do I setup direct deposit?
If you want to setup direct deposit either with your employer or your benefits provider (Social Security, Supplemental Security Income, etc.), visit your nearest Pay-O-Matic location and pick up a direct deposit form or CLICK HERE to download a form. Fill it out and then submit to your payroll or benefits office.

What bank information should I use?
You must use the following bank information: The Bancorp Bank, Wilmington, DE

What routing number should I use?
You must use the following routing number: 031101169

What card number should I use?
You must use the 10 digit Card ID number (located in the lower right hand corner, on the back of your card) with the numbers “9 3 3” in the beginning.

For example; the number you would provide is: 9 3 3 X X X X X X X X X X

Should I mark “checking” or “savings” on my employer/benefit provider’s direct deposit form?
Be sure to mark “checking” on your employer/benefit provider’s direct deposit form.

How long does it take for my check to transfer onto my card?
Typically, it will take two pay cycles for your check to transfer onto your card for the first time. Verify with your payroll or benefits office.

Can I direct deposit my Federal Tax Refund onto my card?
Yes. Simply use the information above on your tax form.