Cardholder Frequently Asked Questions
- How do I activate the Bank of America Emergency Payment Prepaid Card?
- How to make a purchase at a merchant that accepts Mastercard or Visa debit cards?
- How to get cash at any ATM displaying the Cirrus®, Mastercard or Visa symbol or name
- How does the Bank of America Emergency Payment Prepaid Card work?
- Where can the Bank of America Emergency Payment Prepaid Card be used?
- Is the Bank of America Emergency Payment Prepaid Card FDIC insured?
- Is a Bank of America Emergency Payment Prepaid Card a credit card?
- What is the PIN?
- Can I change the PIN?
- What if I forgot the PIN?
- The Bank of America Emergency Payment Prepaid Card doesn't have my name on it. Can I still use it?
- If the Bank of America Emergency Payment Prepaid Card doesn't have my name on it, do I still sign my name on the receipt?
- What if I have a card that doesn’t have my name on it, and I receive a replacement card in the mail that has my name on it?
- How do I register the Bank of America Emergency Payment Prepaid Card?
- Why should I register the Bank of America Emergency Payment Prepaid Card?
- Can I make a purchase for more than the amount remaining on the Bank of America Emergency Payment Prepaid Card?
- Can I use the Bank of America Emergency Payment Prepaid Card at more than one merchant?
- Can I use the Bank of America Emergency Payment Prepaid Card for online purchases?
- Can I use the Bank of America Emergency Payment Prepaid Card at an ATM to withdraw money?
- Can I add more money to the Bank of America Emergency Payment Prepaid Card?
- Can I go into a Bank of America Banking Center and withdraw cash at the teller counter?
- Can I use the Bank of America Emergency Payment Prepaid Card to get “cash back” at check–out?
- What should I do if the Bank of America Emergency Payment Prepaid Card is lost or stolen?
- How long can I use the Bank of America Emergency Payment Prepaid Card? What if there is a remaining amount after the Bank of America Emergency Payment Prepaid Card expires?
- What happens when I spend the full amount on the Bank of America Emergency Payment Prepaid Card?
- Can I change the address after receiving a Bank of America Emergency Payment Prepaid Card?
Instructions: Using the Bank of America Emergency Payment Prepaid Card
How do I activate the Bank of America Emergency Payment Prepaid Card?
You can activate the Card online at www.bankofamerica.com/emergencypaymentcard. You can also activate the Card by calling 1.866.673.6577 toll free, 24 hours a day, seven days a week. Make sure you have your 16-digit Card account number and the CVV (3-digit) security code on the back of the card. THE CARD CANNOT BE USED UNTIL ACTIVATED AND A PIN IS SELECTED. When you call or go online to activate your card, you will select a Personal Identification Number (PIN). Your PIN is the access code to your account for all pinned point-of-sale purchases and ATM transactions. If you received a replacement for a lost or stolen card, go to www.bankofamerica.com/emergencypaymentcard or call 1.866.673.6577 to activate the Card.
If you wish to use the Prepaid Card for online, phone, or mail order purchases, and to request a replacement card, you must fully register the Prepaid Card online at www.bankofamerica.com/emergencypaymentcard or by calling 1.866.673.6577.
How to make a purchase at a merchant that accepts Mastercard® and Visa® debit cards?
Purchases with a signature:
- Present or swipe your card.
- Choose “credit”.
- Sign, take your card and receipt.
Purchases with a PIN:
- Present or Swipe your card.
- Choose “debit” and enter your PIN.
If offered by the merchant, the terminal may then ask you if you want cash back. If you do, enter in the amount and the cashier will dispense the cash to you.
If you wish to use the Prepaid Card for online, phone, or mail order purchases, you must register the Emergency Payment Prepaid Card online at www.bankofamerica.com/emergencypaymentcard or by calling 1.866.673.6577.
Always make sure to take the Card and receipt when the transaction is completed.
How to get cash at any ATM displaying the Cirrus, Mastercard or VISA symbol/name?
(ATM functionality varies among financial institutions and countries. To get cash at an ATM, you should first follow any on–screen directions.)
- Insert the Card
- Enter your PIN.
- If asked which account to access, try selecting “Checking” and if that does not work select “Credit.”
- Press Cash Advance or Withdrawal. Each system is slightly different, so follow the directions provided on screen.
- Remove and count your money.
- Remove the Card and receipt.
- Keep your receipt for your records.
- Note: For ATM transactions performed at a non Bank of America ATM, the owner or operator of the ATM may charge an additional fee.
If you lose or forget your PIN, or if the Card is lost or stolen, call 1.866.673.6577 immediately. You can reset your PIN by following the prompts provided during the call. If your card is lost or stolen, and you have previously registered your card, the Bank will send you a replacement Card. Please see the Schedule of Bank Fees that you received with the Card as there may be a fee to replace the Card or reset your PIN. Remember, for security reasons, it is a good idea to keep the Card and PIN in separate places.
General
How does the Bank of America Emergency Payment Prepaid Card work?
Our corporate clients (the “Sponsor”) may issue the limited, reloadable Emergency Payment Prepaid card to their employees or customers during times of emergencies or disasters. The prepaid cards will have an initial load amount, as determined by the Sponsor. The Sponsor, at their discretion, has the ability to add incremental funds to the card, up to 3 more times. Recipients can use the Card just like any Mastercard or Visa debit card for purchases at millions of merchant locations that accept debit cards, including withdraw cash at an ATM or for “cash back” at a merchant checkout.
Where can the Bank of America Emergency Payment Prepaid Card be used?
The Cards can be used anywhere Mastercard or Visa debit cards are accepted and at Cirrus or Visa branded ATMs.
NO PREAUTHORIZED TRANSFERS ALLOWED - You may not make preauthorized regular payments through the use of this Card.
Is the Bank of America Emergency Payment Prepaid Card FDIC insured?
Yes, the funds on the Card are FDIC insured.
Is a Bank of America Emergency Payment Prepaid Card a credit card?
No, the Card is a prepaid Mastercard or Visa debit card, and spending is limited to the dollar amount remaining on the Card.
What is the PIN?
The PIN, or Personal Identification Number, is a unique code of four numbers assigned to the Card number and known only to you. When you call the customer service number or visit the Web site listed on the back of the Card to activate the Card, you will select a Personal Identification Number (PIN). Your PIN is the access code to your account for all pinned point-of-sale purchases and ATM transactions. Memorize this number and do not share with anyone. It allows you to withdraw local currency with the Card through any Bank of America ATM or any other ATM displaying the Cirrus or Visa symbol or name. You may call 1.866.673.6577 to obtain a PIN for the Card. You can also use your PIN at merchants that accept Mastercard or Visa debit cards, i.e. grocery stores.
Can I change the PIN?
You can change your PIN securely by logging onto www.bankofamerica.com/emergencypaymentcard. Click the right tool bar and select PIN Change. You can also call Cardholder Customer Service at 1.866.673.6577, 24 hours a day, seven days a week.
What if I forgot the PIN?
You can select a new PIN via the Web site at www.bankofamerica.com/emergencypaymentcard or by calling Cardholder Customer Service 1.866.673.6577.
The Bank of America Emergency Payment Prepaid Card doesn't have my name on it. Can I still use it?
Yes, you can still use the Card even though your name doesn't appear on the Card. Make sure you sign the back of the Card, because merchants may validate your identity by comparing your signature on the back of the Card with the one on your receipt.
If the Bank of America Emergency Payment Prepaid Card doesn't have my name on it, do I still sign my name on the receipt?
Yes, even though the Card has a greeting, such as “Emergency Payment” or “Disaster Relief” instead of your name, you will still sign your name on the receipt when you make purchases. Make sure you sign the back of the Card, so that retailers can validate your identity by comparing your signature on the receipt with the one on the Card.
What if I have a card that doesn’t have my name on it, and I receive a replacement card in the mail that has my name on it?
If you received a card directly from your sponsor that did not have your name on it, you may be eligible to receive a personalized upgrade card in the mail after a pre-determined number of deposits or calendar days. If you receive a personalized upgrade card in the mail, please activate the card immediately. You will have 30 days from the date of issuance to activate your new card. Once activated, your current balance will transfer to the new card and your old card will become inactive.
How do I register the Bank of America Emergency Payment Card?
You may register by going online at www.bankofamerica.com/emergencypaymentcard or calling 1.866.673.6577. You will need to provide your name, full address, and phone number.
Why should I register the Bank of America Emergency Payment Prepaid Card?
Yes. Registering the Card has several benefits:
- It enables you to make purchases online. Most online retailers do not accept payments without a valid “billing” address. Your registered address will serve as the “billing” address that retailers require.
- It enables Customer Service Representatives to more quickly assist you when you need assistance, for example if the Card is lost or stolen. If the Prepaid Card is lost or stolen, you can only request a replacement if you have previously registered the card. You’ll need the Prepaid Card number to request a replacement.
Can I make a purchase for more than the amount remaining on the Bank of America Emergency Payment Prepaid Card?
Yes; however, you must tell the cashier or merchant the amount you want to pay on the Card, and then FIRST pay the remainder through other means such as cash, check, or debit/credit card. If you don't tell the cashier or merchant that you wish to split the payment type on the transaction and attempt to make a purchase for more than the amount on the Card, the transaction will be declined.
Note: It's important to keep track of the amount remaining on the Card so you don't try to make purchases for more than the amount remaining on the Card. The amount remaining can be reviewed by going online at www.bankofamerica.com/emergencypaymentcard. In the unlikely event that your purchase is approved for an amount over the remaining amount, you will be responsible for the negative balance.
Can I use the Bank of America Emergency Payment Prepaid Card at more than one merchant?
Yes, as long as there is a sufficient amount remaining on the Card.
Can I use the Bank of America Emergency Payment Prepaid Card for online purchases?
Absolutely. You can use the Card for purchases anywhere Mastercard or Visa debit cards are accepted – even online. However, you must first register the Card before attempting an online purchase. You may register by going online at www.bankofamerica.com/emergencypaymentcard or calling 1.866.673.6577. You will need to provide your name, full address, and phone number.
Can I use the Bank of America Emergency Payment Prepaid Card at an ATM to withdraw money?
If applicable to your Sponsor’s program you may use the Card to withdraw cash at any ATM displaying the Mastercard or Cirrus® logo. Please see the Schedule of Bank Fees that you received with the Card for any fees that might apply.
Can I add more money to the Bank of America Emergency Payment Prepaid Card?
No, you cannot add more money to the Card, but the Sponsor may add additional funds to the Card, up to 2 times before the expiration date for the Card. The Sponsor will notify you of any additional funding added.
Can I go into a Bank of America Banking Center and withdraw cash at the teller counter?
Yes. You can go into any Bank of America Banking Center or any other financial institution where you see the Mastercard or Visa logo. The transactions will be considered a cash advance on the Card. There is a fee associated with this type of over–the–counter cash transaction, which will be deducted from the amount remaining on the Card immediately. See the Terms and Conditions which contain the Schedule of Bank Fees that you received with the Card.
Can I use the Bank of America Emergency Payment Prepaid Card to get “cash back” at check–out?
Yes, you can use the Card for a “cash back” transaction. If offered by the merchant, following a PIN transaction, the payment terminal may ask you if you want cash back. If you do, enter in the amount and the cashier will dispense the cash to you.
What should I do if the Bank of America Emergency Payment Prepaid Card is lost or stolen?
Call Cardholder Services toll free at 1.866.673.6577 to report the Card lost/stolen as soon as you can, 24 hours a day, seven days a week. If your card is lost or stolen, and you have previously registered your card, the Bank will send you a replacement Card. Please see the Schedule of Bank Fees that you received with the Card as there may be a fee to replace the Card. The balance on your previous Card will be transferred to the new Card minus the card replacement fee.
How long can I use the Bank of America Emergency Payment Prepaid Card? What if there is a remaining amount after Card expires?
The Card expires 2 years from the date of issue to your sponsor. The expiration date is determined based upon when the Card was delivered to the sponsor, so you may have a shorter time period for use. The expiration date is embossed on the front of the Card. Upon expiration, the Card is deactivated and you will not be able to use it. So please take note of the expiration date on the front of the Card and deplete the Card amount remaining before expiration. If you have previously registered the card, you may request that any remaining amount be returned to you via check, minus any Check Issuance Fee that may be associated with your account. Please consult the Terms and Conditions provided with your card.
What happens when I spend the full amount on the Bank of America Emergency Payment Prepaid Card?
If the Sponsor told you that they will add more money to the Card when the amount gets to a certain point or when you contact them, then you can continue to use the Card until the Card expires. Check with the Sponsor to determine if additional money might be loaded onto the Card. The Sponsor is the only one that can replenish the Card with additional amounts.
Can I change the address after receiving a Bank of America Visa Emergency Payment Prepaid Card?
Yes, you can edit your address in the Card profile online at www.bankofamerica.com/emergencypaymentcard or by calling Cardholder Customer Service at 1.866.673.6577 to update your profile.
How do I use the Bank of America Emergency Payment Prepaid Card at gas stations, restaurants, hotel, car rentals and for merchandise returns?
Gas stations – Paying at the pump may cause a hold of up to $75; consider paying inside, saying how much you want to purchase, and signing the receipt.
Restaurants – Restaurants may verify you have enough in your account for the bill. Make sure you have enough funds to cover any added tip.
Hotels – The hotel may hold the amount of your estimated bill, making that amount unavailable for other purchases. When you check out, the hold may take a few days to be removed.
Auto rentals – You may use your card for final payment for a rental car, but a credit card may be necessary to reserve a rental car.
Returns – Store return policies vary. You may receive a credit to your account or a store credit. A credit to your account may take a week to process before funds are available for use.
Checking the Amount Remaining
How will I know the original amount of the Bank of America Visa Emergency Payment Prepaid Card?
You can go online at www.bankofamerica.com/emergencypaymentcard or call 1.866.673.6577 to obtain the amount on the Card.
How can I check the amount on the Bank of America Emergency Payment Prepaid Card?
You can check the amount remaining and transaction history on the Card online at www.bankofamerica.com/emergencypaymentcard or by calling 1.866.673.6577.
What kind of Customer Service assistance is available with the Bank of America Emergency Payment Prepaid Card?
You will be able to access the Card information and dedicated Customer Service Representatives 24 hours a day, seven days a week by calling 1.866.673.6577. Automated Card information is also available anytime online at www.bankofamerica.com/emergencypaymentcard.