MasterCard®

Support Prepaid FAQs

Q: Where can I get a MasterCard Everyday Prepaid Card?

A: It's easy to find the MasterCard Everday Prepaid Card that's right for you. They are available in participating retail stores and online.

Q: Do I need to activate and/or register my card before using it?

A: Yes, call the phone number or visit the web site on the card packaging to activate your card before using it. Activation and registration requirements vary, so check your card packaging for detailed instructions. To take advantage of the reload function and card benefits such as zero liability or card replacement, you will need to register your card by providing your personal information, including government issued identification.

Q: How do I use a MasterCard Everyday Prepaid Card?

A: You can use your MasterCard Everyday Prepaid or Gift card anywhere Debit MasterCard cards are accepted. Be sure to know your card balance before you shop-the merchant or service provider may not be able to retrieve this information for you. When you're ready to make your purchase, give the cashier your card or, if asked, swipe your card at the terminal. The purchase amount will automatically be deducted from the card balance.

Q: Where can I use my MasterCard Everyday Prepaid Card?

A: You can use your MasterCard Everyday Prepaid Card anywhere Debit MasterCard cards are accepted-that's millions of locations worldwide from retail stores to online, mail, and phone orders. You can also use your card to pay bills online.

Q: My available card balance will not cover my purchase amount. Can I still use my prepaid card?

A: Yes, you can still use your MasterCard Everyday Prepaid Card. Just tell the cashier in advance how much to deduct from your prepaid card and how much you will pay using an alternate payment method. Note that this process, known as "split tender," may not be supported by all merchants.

Q: What happens if I need to return an item I purchased using my MasterCard Everyday Prepaid Card?

A: When making a return, you may be asked to show the cashier the card used to make the purchase. The value of the returned merchandise will be credited back to your card.

Q: I can't find my MasterCard Everyday Prepaid Card. What should I do?

A: When you register your MasterCard Everyday Prepaid Card, your issuer can use your personal information to issue you a replacement card. Be sure to keep a record of the card number. Contact the issuer of your card immediately to report your lost or stolen card. Your issuer may need this information to cancel the card and issue a replacement. You can also contact Emergency Services for additional assistance.

Rest assured that registered MasterCard Everyday Prepaid Cards include Zero Liability* protection. In the event your card is lost or stolen, your card issuer will not hold you responsible for unauthorized purchases made on your card.*

*Registration required. Certain exceptions apply.

Q: How do I add money onto my card?

A: After you register your MasterCard Everyday Prepaid Card, the best way to add money onto your card is to set up direct deposit of your paycheck. Take your card's direct deposit information to your employer to have your paycheck automatically put on your card each payday. Direct deposit information varies, so check your card packaging or contact your card issuer for more information.

You can also add money to your card at participating retail locations. Check your card packaging or contact your card issuer to find out which retailers are supported. Some MasterCard Everyday Prepaid Cards are eligible for MasterCard rePower reloads.

Q: Where can I get a MasterCard Prepaid Gift Card?

A: MasterCard Prepaid Gift Cards are available at bank branch and retail locations, as well as via the web and the telephone. There are many card styles to choose from, many of which can be customized with unique designs, the recipient's name, and personal messages. It's easy to find the prepaid gift card that's right for you.

Q: I received a MasterCard Prepaid Gift Card as a present. Do I need to activate and/or register my card before using it?

A: Check your gift card, the receipt or related packaging for any specific activation instructions and follow the instructions provided. Many MasterCard Prepaid Gift cards sold in retail locations are automatically activated when the card is purchased. Call the customer service number on the back of the card if there are any questions on how to activate the card. For online and telephone purchases, you may need to register your card with the card issuer. Refer to the card package instructions or the terms and conditions for additional information.

Q: How do I use a MasterCard Prepaid Gift Card?

A: You can use your MasterCard Prepaid Gift card anywhere Debit MasterCard cards are accepted. Be sure to know your card balance before you shop-the merchant or service provider may not be able to retrieve this information for you. When you're ready to make your purchase, give the cashier your card or, if asked, swipe your card at the terminal. The purchase amount will automatically be deducted from the card balance.

Q: Where can I use my MasterCard Prepaid Gift Card?

A: You can use your MasterCard Prepaid Gift Card anywhere Debit MasterCard cards are accepted- that's millions of locations worldwide from retail stores to online, mail, and phone orders. You can also use your card to pay bills online.

Q: How long can I use my MasterCard Prepaid Gift Card?

A: You can make purchases on your prepaid gift card until the value of the card has been depleted, or until the expiration date shown on the card.

Q: My available card balance will not cover my purchase amount. Can I still use my MasterCard Prepaid Gift Card?

A: Yes, you can still use your MasterCard Prepaid Gift Card. Just tell the cashier in advance how much to deduct from your gift card and how much you will pay using an alternate payment method such as cash. Note that this process, known as "split tender," may not be supported by all merchants.

Q: What happens if I need to return an item I purchased using my MasterCard Prepaid Gift Card?

A: When making a return, you may be asked to show the cashier the card used to make the purchase. The value of the returned merchandise will be credited back to your card.

Q: How do Prepaid Travel Cards work?

A: Prepaid Travel cards work just like all MasterCard Prepaid Cards, which means you can spend up to the value placed on the card anywhere Debit MasterCard cards are accepted. You can shop in stores, online, over the phone, and by mail order. As you make purchases with the card, funds are immediately deducted from the available card balance.

Be sure to know your card balance before you shop-the merchant or service provider may not be able to retrieve this information for you. When you're ready to make your purchase, give the cashier your card or, if asked, swipe your card at the terminal. The purchase amount will automatically be deducted from the card balance. You can continue to use your card until the card balance has been depleted or until the expiration date shown on the card.

Q: Do I need to activate and/or register my card before using it?

A: Yes, call the phone number or visit the web site on the card packaging to activate your card before using it. Activation and registration requirements vary, so check your card packaging for detailed instructions. To take advantage of the reload function and card benefits such as zero liability or card replacement, you will need to register your card by providing your personal information, including government issued identification.

Q: How do I know the balance on my Prepaid Travel Card?

A: Keeping track of your balance is the most effective way to know how the available funds for your card. However, depending on the issuing retailer of your card, you might be able to check your balance on the issuer's Web site. Certain merchants will also have the ability to read your card's balance for you.

Q: How do I reload funds onto my card?

A: You can reload funds by returning with your card to the original purchasing location or website, or by calling the toll-free number located on the back of the card.

Q: What if my card is lost or stolen?

A: Contact the issuer of your card immediately to report your lost or stolen card. You can use the customer service toll-free number listed on the back of the card. Be sure to keep a record of the MasterCard Travel Card number. Your issuer may need this information to cancel the card and issue a replacement. You can also contact Emergency Services for additional assistance.

Rest assured that your registered MasterCard Travel prepaid cards include Zero Liability protection. In the event your card is lost or stolen, your card issuer will not hold you responsible for unauthorized purchases made on your card.*

*Card registration required. Certain exceptions apply.

Q: What is MasterCard rePower?

A: The MasterCard rePower Load Network is a new service from MasterCard that allows you to add money your eligible MasterCard® or Maestro® prepaid card at participating merchants. This service is currently available only in the U.S.

Q: How does MasterCard rePower work?

A: Simply visit a participating retailer with the cash you want to add*. Some retailers support the Card Swipe method, which enables you to complete your load in-store. At those locations, your card is swiped and the load amount is entered at the register. You will be provided a receipt that states the amount added, your load fee, and, at some participating merchants, your updated card balance. Your cash load will be instantly available.

Other retailers support MasterCard rePower loads via the Green Dot® MoneyPak. At those locations, purchase the MoneyPak in the amount of the load you want to make. Then follow the instructions on the MoneyPak to complete the load to your MasterCard rePower-enabled card. Your cash load will be instantly available.

Q: How do I use the MasterCard rePower Merchant Locator?

A: Type in a city and state, or a zip code to search the thousands of retail locations for the one nearest you. You can further narrow down the list of MasterCard rePower merchant locations by providing a street address or a specific merchant's name. Click the Search button, and you will be presented with a list of locations near your search address.

Retailers who support Card Swipe load method will have "Card Swipe" listed next to their names and those who enable MasterCard rePower reloads through the Green Dot® MoneyPak card will have "MoneyPak" listed. Retailers who support both Card Swipe and MoneyPak will have "Both".

Q: Can I reload any prepaid card at MasterCard rePower merchants?

A: Reloadable MasterCard or Maestro Prepaid cards are the only cards that can be loaded using the MasterCard rePower load network. You can find out if your card is eligible by looking for the MasterCard rePower logo on the back of your card or by contacting your card issuer.

Q: How do I get my MasterCard prepaid card balance?

A: You can obtain your balance by following the instructions provided with your card. Generally, this includes either visiting your card issuer's website or by calling the phone number provided on the back of your card.

Q: How much does a MasterCard rePower reload transaction cost?

A: Reload fees charged by the retailer may apply. Check with your local participating merchant to find out.

Q: Questions not answered here

A: If your question is not listed among the previous topics and questions, your best option is to contact the financial institution that issued your account as only they hold account specific and unique information. Typically there is a customer service number for your financial institution on the back of each card that you can call.

If you believe that your question can only be answered by MasterCard, you can send an email to Consumer_Inquiries@mastercard.com or send a letter to:

Consumer Inquiries
MasterCard Worldwide
2000 Purchase Street
Purchase, NY 10577