U.S. Bank ReliaCard Frequently Asked Questions

U.S. Bank ReliaCard

Frequently asked questions

What is the ReliaCard?

The ReliaCard is a prepaid debit card issued by

U.S. Bank that is reloadable by the government

agency. The ReliaCard provides an electronic

option for receiving your government agency

payments. It is not a credit card but works

similarly to other prepaid debit cards.

How does the ReliaCard work?

Once funds are added to the card account, it can be used to make

purchases, pay bills, and make online, phone or mail-order purchases.

You can also get cash back with purchases at participating merchants

or withdraw cash at ATMs, banks or credit unions. The amounts

of purchases, bill payments or cash withdrawals are automatically

deducted from the available balance on the card.

When will I receive my ReliaCard?

We’re working closely with participating states to get the cards distributed as quickly as possible. Once we receive the le from the

state, we mail your ReliaCard within two business days. Please allow seven to ten business days for the postal service to deliver the

card to you. The card will arrive in a plain, white, windowed envelope.

The card comes with:

• Instructions on how to activate the card

• A complete Fee Schedule

• The Cardholder Agreement, which

discloses terms and conditions

• A Usage Guide detailing where and how the

card can be used

• The U.S. Bank Privacy Pledge

Can I manage my account with my smart phone?

Yes. You can use the ReliaCard Mobile Banking app to check your account balance, enroll in and manage text

alerts, view your most recent transactions or search for the nearest in-network ATM location. Scan the QR code or

search for “U.S. Bank ReliaCard” in the App Store or Google Play.

How do I activate my ReliaCard once I

receive it?

You can activate your card on the ReliaCard website or on the

mobile app

• Scan the QR code to activate your card on the ReliaCard

website and click Activate Card

• From the mobile app, click Setup Online Access/

Activate New Card.

• You will be prompted to create a password.

– Choose a password that is at least eight characters long

and includes at least one of each: an upper case letter, a

lower case letter, a number and a special character.

– Avoid having sequential numbers, such as 1234, or

repeating characters, such as 111 or aaa.

– Carefully enter your password.

– Keep your password in a safe place for future reference

FAQ | 1

What happens if my card gets lost or stolen?

Follow the steps below in the ReliaCard Mobile App to report a

lost or stolen card or order a replacement card:

• Log into your Mobile App

• Go to the three lines in the top left corner

• Click Manage cards

• Choose the reason for replacement:

– Click Lost card

– Click Stolen card

– Click Order a new card.

If you do not have all of the required information, then you can

call 855-282-6161 and talk to a customer service representative

for help.

Will my funds be available when I receive my

card?

In some cases, you may receive your ReliaCard before the

funds are loaded to the card. Your card will be funded two

to three business days after your state agency has released

your funds. You can monitor the status of your benets and

payments by checking your state’s website. Enroll in Alerts

to be notied via a text

message or email when a load has

been received.

How do I check my balance?

Online – View account online at usbankreliacard.com

Mobile banking app – Search for “U.S. Bank ReliaCard” in the

App Store

or Google Play

TM3

Text

/Email – Sign up to receive email or text alerts when

funds have been loaded to your account or when your balance

gets low

ATM – Perform a balance inquiry at an ATM

Do I receive a new card every time a payment is made?

No. Future payments will be loaded automatically onto the initial card.

How can I keep track of the availability of funds and other activity on my account?

The best way to monitor activity on your ReliaCard, including the availability of funds, is to sign up for email or text

alerts.

You can receive alerts about:

• Funds added to your account

• Low balance

• Pre-authorizations

• Purchase transactions

• Purchase declines

• Purchases made without card present

• Transactions made outside of the United States

To sign up for email or text

alerts, follow the prompts when you activate your card. You can sign up for alerts via the

cardholder website or mobile app.

You can also text the following to 90831

• Text “BAL” for your balance.

• Text “TRANS” for recent transactions.

• Text “HELP” for customer service.

FAQ | 2

How do I make a purchase

with my card?

The card works much like other prepaid or debit

cards. You can use it online, over the phone, at

grocery stores, retail stores, restaurants, medical

oces, etc. It is important to know your account

balance before making purchases. You can use

your card to make purchases anywhere Visa and

Mastercard debit cards are accepted.

How do I get cash at a bank, credit

union teller and does it have to

be a U.S. Bank ATM or U.S. Bank

branch?

Cash can be obtained over the counter at any Visa

or Mastercard member bank or credit union. You

are not required to go to a U.S. Bank location but,

you must know your available balance (the teller

will not have access to this information) and ask

for a cash withdrawal in the amount you wish to

withdraw. Note: you may need to provide your

driver’s license to verify your identity.

How can I get cash with my card?

Cash back with purchases – at participating

merchants such as grocery or convenience stores

• When the authorization machine asks for credit or debit,

select “Debit”

• Enter the 4-digit PIN

• Select “Yes” for cash back

• Enter the amount, press “OK”

ATM withdrawal – at any ATM

• Insert or swipe your card and enter your 4-digit PIN

• Select “Withdrawal from Checking”

• Enter the amount to be withdrawn

• You can withdraw cash from ATMs. Check the ReliaCard mobile app

or usbankreliacard.com for a list of surcharge-free ATMs.

Teller withdrawal – at any participating bank or credit union

Do I need a PIN?

You may use the card for signature-based purchases without a PIN by choosing Credit when you make a purchase. However, a PIN

must be used for debit card purchases and cash withdrawals at ATMs.

You’ll choose your four-digit PIN when you activate your card. Keep it in a safe place for future reference. Your card may be locked

if you make too many attempts to use it with the wrong PIN.

What are some things I need to keep

in mind when using my card to make

purchases?

Some merchants where you typically tip (i.e., restaurants, hair

salons, etc.) may authorize your transaction for an amount

greater than your purchase to cover tips. Make sure your

balance can cover a tip of 20%.

When purchasing gasoline at a gas station, pay inside with

the cashier to avoid a hold greater than the amount of your

purchase (some ReliaCard programs may not allow you to

pay with your card using the pay-at-the-pump option). The

funds held will not be available for other purchases until the

actual transaction amount clears. Payments made inside

clear for the actual transaction amount immediately. Check

your program materials for additional details. You can check

your balance online, using the ReliaCard Mobile App or by

logging into your account at usbankreliacard.com.

What should I do if I forget my PIN?

You can reset your PIN on the ReliaCard Mobile App.

– Log into your Mobile App

– Go to the three lines in the top left corner

– Click Manage cards

– Click Reset PIN

Your card may be locked after too many attempts using the

wrong PIN.

Can I still get cash if I forget my PIN?

Yes. You can go to any Visa or Mastercard member bank

or credit union and ask the teller for a cash withdrawal.

Can I pay my bills, including my

rent / mortgage, with my ReliaCard?

Yes. Follow these steps:

• Log in to usbankreliacard.com.

• Go to the top navigation bar and click, Manage Money.

• Click, Pay Bills.

• Select the company (the payee) you want to pay from the

payee list. If you can’t nd the company, you can manually enter

the payee name by clicking, Add a Payee.

• Enter the amount you want to pay and select the payment date.

• Click on the Review and Pay button.

Please remember to schedule your mortgage payment or rent

payment at least ve business days before the due date. For more

information, please review the Bill Pay Terms and Conditions.

FAQ | 3

How can I nd the routing and account

numbers associated with my card?

You will not have a routing or account number as the

government agency is the only source that can load funds

to your ReliaCard. Please use Bill Pay or your 16-digit card

number for any purchases.

Can I make a purchase for more than the

amount on my card?

If you need to make a purchase for more than the amount

you have on your card, you will need to use two forms of

payment. Tell the cashier how much you want taken from

the balance on your card — the cashier cannot determine

your available balance. Then, pay the remaining balance

with cash, check, credit card or check card.

Can anyone else view or track my transactions or assist me with my account?

No. For privacy reasons, U.S. Bank does not share card account numbers or transaction details; including bank branches.

However, for reconciliation purposes, your government agency does have access to the amount and date of each load.

If you should need more information about your account, you can log into the ReliaCard Mobile App or the cardholder

website at usbankreliacard.com.

How do I view my monthly statement?

Monthly statements can be viewed online 24/7 at

usbankreliacard.com or on the mobile app.

What should I do if I change addresses?

Contact your government agency to report an address

change so that your mail may also be sent to the

correct address.

FAQ | 4

Who do I contact if I have questions about my

card?

For questions about your load, such as when you will

receive the next load to the card, or the amount of a load

to the card, contact your government agency. For all other

questions about the card, you may log into your account at

usbankreliacard.com.

How do I obtain information about fees for my ReliaCard?

Fees are located on the Fee Schedule sent to you with your card. You may also view your fee schedule online by logging into your

account at usbankreliacard.com. Please consult your program Fee Schedule to determine if a specic fee applies.

Why is my account blocked?

We placed a fraud block on your account for your protection. There are two ways to remove it.

Use your mobile device to have the block removed within one to two business days.

1. Log in to verify.usbank.com/id.

2. Upload a picture of your government-issued ID and a sele

Use usbankreliacard.com to have the block removed within ve business days.

1. Log in.

2. Select Document upload under Quick Links.

3. Select Account restriction - need additional information.

4. Select Begin.

5. Upload all the required documents listed in the instructions.

It’s been more than ve business days since I uploaded my identication documents. Why

hasn’t my account been unblocked?

It may still be blocked because we couldn’t read your upload or perhaps you didn’t submit all the required information.

You are generally protected from all liability for unauthorized transactions with Zero Liability. You must call the number

on the back of your Card immediately to report any unauthorized use. Certain conditions and limitations may apply. See

your Cardholder Agreement for details.

For text messages, standard messaging charges apply through your mobile

carrier and message frequency depends on account settings.

All trademarks and brand names belong to their respective

owners. Use of these trademarks and brand names do not represent endorsement by or association with this card

See Fee Schedule for details.

See Fee Schedule for limitations.

The ReliaCard is issued by U.S. Bank National Association pursuant to a license from Visa U.S.A. Inc. or Mastercard

International Incorporated. Mastercard is a registered trademark and the circles design is a trademark of Mastercard