Frequently Asked Questions About
the Visa® Pre-Paid Debit Card
(U.S. Bank ReliaCard®)

The ReliaCard

ReliCard Prepaid Debit Card
What is the ReliaCard?
The ReliaCard is a reloadable, prepaid debit card issued by U.S. Bank. The ReliaCard provides an electronic option for receiving your unemployment insurance payments. It is not a credit card, but works similarly to other debit cards.
How does the ReliaCard work?
Once funds are added to the card account, it may be used to make purchases everywhere debit cards are accepted. The card may be used to pay bills, and for online, phone and mail order purchases. You can also withdraw cash at ATMs3, banks or credit unions or by getting cash back with purchases at participating merchants. The amounts of purchases, bill payments or cash withdrawals are automatically deducted from the available balance on the card.
What are the advantages of having a ReliaCard?
  • Fast – Your money is automatically deposited to your card account
  • Save Time – Easy and quick access to your funds without waiting in line to cash or deposit a check
  • Convenient – Withdraw cash at ATMs and make purchases anywhere debit cards are accepted, including retail stores, grocery stores, restaurants and pharmacies
  • Secure – No need to carry large amounts of cash
  • Save Money – No more check cashing fees
  • Track Spending – Account information and customer service 24 hours a day
  • Extensive Benefits – Enjoy the prestige and purchase protection given to Visa® branded cardholders, without a credit check1
  • Reliable – Receive your money on time. No more lost or stolen checks
  • Safe – Funds are FDIC insured and are protected by Visa Zero Liability2
How do I check my balance?
  1. Online – View account online at www.reliacard.com
  2. Mobile Banking App – Download the app at www.reliacard.com, in the iTunes store or Google Play
  3. Phone – Call ReliaCard Cardmember Services at 866-276-5114
  4. ATM – Perform a balance inquiry at an ATM3

How to Sign Up


How can I choose a debit card instead of my current payment method for unemployment benefits?
Log into http://my.unemployment.wisconsin.gov to sign up for a Visa pre-paid debit card (U.S. Bank ReliaCard).
Do I need to choose to be paid via direct deposit or the Visa pre-paid debit card when completing my initial claim?
Yes, you must choose to have your UI benefits deposited automatically to the Visa pre-paid debit card (U.S. Bank ReliaCard) or to a checking or savings account. If choosing direct deposit, please be sure to provide your checking or savings account information when completing your initial claim. If you do not provide your account information, you will automatically be set up with a Visa pre-paid debit card for your UI benefit payments. Please note: you must choose a payment method in order to complete your initial claim.

Getting the Card


When the card is sent in the mail, what does the envelope look like?
For security reasons, the card will arrive in a plain, white, window envelope with a Fargo, North Dakota (ND) return address.
What information or instructions come with the card?
The card comes with:
  • Instructions on how to activate the card and 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
What do I do after I receive the card?
Your card should arrive within 5-7 business days after you have enrolled in the program and your benefit payments have been approved. After receiving the card in the mail, you must call Cardmember Services at 866-276-5114 to activate the card and choose your PIN. You cannot use the card until it has been activated. Be sure to sign your name on the back of your card in ink. Your card is not valid unless it’s signed.
Do I receive a new card every time a payment is made?
No. Future payments will be deposited automatically onto the initial card. If the card is lost or stolen, call Cardmember Services at 866-276-5114 to report it immediately and they will send a new one. The remaining balance from the old card is transferred to the new card. Future payments will be deposited to the new card.

Using the Card


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 offices, etc. It is important to know your account balance before making purchases.
When making a purchase, on the authorization machine, which selection (credit or debit) do I choose?
Select “Credit” or "Debit" to make a purchase. Select “Debit” to get ‘cash back’ with your purchase. (You will have to enter your PIN.)
How can I get cash with my card?
  1. ATM Withdrawal3 – at any ATM
  2. Teller Withdrawal3 – at any bank or credit union
  3. Cash Back With Purchases – at participating merchants such as grocery or convenience stores
How do I withdraw cash at an ATM?
  1. Insert or swipe your card and enter your 4-digit PIN
  2. Select “Withdrawal from Checking”
  3. Enter the amount to be withdrawn
How do I get cash at a bank or credit union teller?
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 do I get cash back with a purchase?
  1. When the authorization machine asks for credit or debit, select ‘debit’
  2. Enter the 4-digit PIN
  3. Select ‘Yes’ for cash back
  4. Enter the amount, press ‘OK’
Do I have to go to a U.S. Bank ATM or U.S. Bank branch to get cash?
No. Cash can be obtained from any ATM or over the counter at any bank or credit union. You can also get cash back on purchases made at merchants throughout the United States such as grocery and convenience stores.
Do I need a PIN to use the card?
The card can be used to make signature-based purchases without a PIN. However, a PIN must be used for cash withdrawals at ATMs. You must choose your own PIN by calling Cardmember Services at 866-276-5114 after you receive your card. For security reasons it is important that you pick a PIN that only you would know, and not share the PIN or the card with anyone.
What should I do if I forget my PIN?
You must contact Cardmember Services at 866-276-5114 and request that a PIN letter to be mailed to you.
Can I still get cash if I forget my PIN?
Yes. You can go to any Visa bank or credit union and ask the teller for a cash withdrawal.
How can I be notified when funds are deposited to my card?
You have the option of signing up for optional text or email alerts such as the addition of funds, low balance, zero/negative balance, and change of address online at www.reliacard.com.
Can I pay bills with my card?
Yes. You can sign up for online bill pay for your account at www.reliacard.com. With the bill pay feature, you can send payments to individuals and/or businesses as often as you like – you decide how much and when to send each payment.
Can I manage my account with my smart phone?
Yes. You can use the ReliaCard Mobile Banking app to check your account balance or view your most recent transactions. The app is available to download for free at www.reliacard.com, in the iTunes store or Google Play. You can also get your balance or mini statement by texting us a shortcode. (Log in to www.reliacard.com and click the “Alerts” tab to learn more).

Limits


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 the card be overdrawn?
Usually a purchase that exceeds the available balance will not be approved. In very limited circumstances, if you do not have sufficient funds when the final amount clears, it may result in a negative balance; however you will not be charged an overdraft fee. You can call Cardmember Services 24/7 or go to your account online to determine the balance remaining on your card.
Can I use my card at the gas pump?
Yes. However, if you use your card to pay at the pump, U.S. Bank will hold up to $75 from your account to initiate your transaction. This hold may take up to 4 days to clear. If you do not want funds held or do not have enough money in your account, you should pay the cashier inside for your gasoline purchase.
Can anyone else view or track my transactions?
No. For privacy reasons, U.S. Bank does not share card account numbers or transaction details. However, for reconciliation purposes, the UI Division does have access to the amount and date of each deposit.
Will I earn interest on the funds in my ReliaCard account?
No. The account does not earn interest.
How do I obtain information about fees for my card?
Fees are located on the Fee Schedule sent to you with your card. You may also call Cardmember Services at 866-276-5114 to request fee information.

Customer Service


Who can I contact if I'm having difficulty signing up online for a Visa Pre-Paid Debit Card (U.S. Bank ReliaCard)?
View the online benefit services FAQ or contact an unemployment claims specialist for assistance at 800-494-4944.
Can I view my ReliaCard account online?
Yes, at www.reliacard.com. The following functions can be performed online:
  • PIN Change
  • Balance inquiry
  • View card transactions
  • View previous statements for last 12 months
How do I view my ReliaCard monthly statement?
Monthly statements can be viewed online 24/7 at www.reliacard.com. Paper statements may also be available3. You can make a request to start or stop paper statements anytime.
What should I do if I change addresses?
Contact Cardmember Services at 866-276-5114 to report an address change. Also contact the UI Division at 800-494-4944 to report an address change so that your mail may also be sent to the correct address.
Who do I contact if I have questions about my card?
For questions about your funds, such as when you will receive the next deposit to the card, or the amount of a deposit to the card, contact the UI Division at 800-494-4944. For all other questions about the card, you may contact Cardmember Services 24 hours a day, at 866-276-5114. This number is on the back of the card.
What happens if my card gets lost or stolen?
You must call Cardmember Services at 866-276-5114 to report a lost or stolen card. A new card will be issued and any remaining balance will be transferred to the new card. You may not be responsible for any fraudulent activity that occurs on your card provided that you report the card missing in a timely manner, and have not shared your card or PIN number with anyone.
What I should do with my card after I'm done filing for unemployment?
Keep your debit card for any future claims. Your current card remains active through its expiration date.
Can I contact a retail U.S. Bank location or my local bank for customer service on my ReliaCard account?
No. You must direct all ReliaCard questions to Cardmember Services at 866-276-5114, or utilize the web site, www.reliacard.com, for inquiries.
What services does the ReliaCard 24-hour Cardmember Services provide?
The following can be done through customer service:
  • Activate the card
  • Choose/Change PIN (Personal Identification Number)
  • Balance inquiry
  • Review recent transaction history, including deposits
  • Report card lost or stolen and have it reissued
  • Speak to a live customer service representative if additional assistance is needed
Who should I contact if I’m having problems with my card?
You must direct all ReliaCard questions to Cardmember Services at 866-276-5114, or utilize the web site, www.reliacard.com, for inquiries.
Who should I contact if I’m having problems regarding a payment?
Start by checking online at http://my.unemployment.wisconsin.gov or by calling the UI division at 800-494-4944.
Can I switch to receiving payments by direct deposit after I receive my card?
Yes, if you have a valid bank account. You can enroll online at http://my.unemployment.wisconsin.gov. See the direct deposit FAQ for more information.
Can I stop receiving payments by card?
You may choose to be paid via direct deposit and discontinue use of the card. However, any payments deposited to the card account can only be accessed through the card. You can choose future benefits be deposited into your direct deposit account. See the direct deposit FAQ for more information.
Can I close my ReliaCard account?
Yes, but it is not necessary to close your account. You should keep your card. Your current card remains active through its expiration date and can be used for future claims.


1Successful identity verification required. 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 an account. If necessary, we may also ask to see your driver’s license or other identifying documents.

2The Visa Zero Liability Policy protects you against unauthorized purchases. U.S.-issued cards only. This does not apply to ATM transactions or to PIN transactions not processed by Visa. You must immediately report any unauthorized use. See your cardholder agreement for details.

3Some fees may apply. See card packet for full list of fees.

The ReliaCard is issued by U.S. Bank National Association pursuant to a license from Visa U.S.A., Inc. Member FDIC. © 2013 U.S. Bank