Where can I use the UPside card?
You can use your UPside Visa Prepaid Card anywhere Visa debit cards are accepted, both online and in physical stores. You may also withdraw cash at ATM terminals with the Visa, Plus or Interlink logo.
Who can use the UPside card?
Only the cardholder whose name is on the card may use the card.
Can someone else use my UPside card?
Absolutely not. Keep your UPside card, including the card account number, under your control at all times. And do not tell anyone your PIN, not even your best friend.
How do I use the UPside card in a store?
When swiping the card at a retail store terminal, choose either "credit" or "debit". If you choose credit you can simply sign the receipt - if you chose debit you just need to enter your PIN number (which you get when activating your card.) Please note, not all merchants accept PIN transactions. If that is the case, just select credit and simply sign the receipt.
What are the differences between what the cardholder and card account owner can do?
The card account owner (usually a parent) is able to load funds onto the card and monitor spending done by the cardholder. They can also set-up allowances and manage the card status.
The cardholder is able to make purchases using his/her UPside card, load funds with cash, send DDA load details to family and employers, monitor spending and rewards account, and send money to other UPside users.
How do I use the UPside card online?
You can use your UPside Visa Prepaid Card online anywhere Visa debit cards are accepted. When checking out, enter your billing information as asked. The billing address is the address you provided at enrollment. If you would like the merchandise shipped to another address, enter shipping information accordingly.
Can I use the card to withdraw cash?
ATM use is available for Edge and Access cardholders (not for the Clear plan). Cash can be withdrawn from any ATM with a Visa Debit sign, using the card and PIN (personal identification number). Insert the card into the machine, enter your PIN, and press the cash withdrawal option. When prompted to choose an account from which to withdraw funds; select credit card cash advance, enter the amount, and receive the cash. Withdraw up to $200 for a single withdrawal and up to $500 in a 24-hour period.
POS register cash back is not available.
Please note ATM withdrawal is not available in all countries. For a list of these countries, contact us at
cs@upsidecard.com.
Will I be charged for transactions at specific merchants?
No. There are no fees attached to spending money on your UPside Visa Prepaid Card.
Can I track my transactions for any period?
Yes. For cardholders, we have automatically provided transaction logs for the last 30 days and 60 days, available on the transaction section of your online card account. If you would like to see transactions for another period, click the Statement tab and follow the directions.
Card account owners can find detailed statements monthly by selecting the "View Statements" option in the pull-down menu on their online card account.
How can I find my balance?
You are able to check your balance in four ways:
- Online by logging onto your online card account
- From your downloaded UPside Mobile App (available for Android and iPhone)
- By calling customer service at 1-866-845-6273
- By using your cell phone's internet browser and logging into your prepaid account at m.upsidecard.com (cardholders only)
- From your Facebook UPside Application
Can I get a printed monthly statement?
Yes, you can print a monthly statement from your online card account after logging in by clicking on the "Statements" tab. You can choose exact dates of statements, or are provided with ready-to-print statements for the last three months.
Can I make a purchase larger than my balance?
No. You cannot access more than the available balance on your UPside card. However, if you know your available balance before you make a purchase, you may ask the merchant if you can pay the balance of your purchase with cash or another form of payment; this is called a split transaction.
Are there purchase limits to the card?
You can make purchases up to $1500 per transaction (or up to the card balance if there is less than $1500 on your card), and up to twenty (20) transactions in a 24-hour period.
How do I return a purchase?
We advise that you keep all of your receipts until your transactions are posted on your online card account. Should you need to return an item, return the purchased item to the merchant with the receipt. The merchant will process a credit back to your prepaid card account for the value of the returned item. The credit should appear on your online card statement usually within a week of the return.
How do I dispute a transaction?
In order to dispute a transaction, please call customer service at 866-845-6273 and speak to a live agent. You will need the transaction date and amount. They will provide you via email with a dispute form to fill out. Once we have received your dispute form, a temporary credit may be applied within 10 days. The full dispute process can take up to 120 days.
What are my rights if I dispute a charge?
Federal law may limit your liability for unauthorized use, but it may not provide for no liability. Under the Visa Zero Liability Policy, you may incur no liability for unauthorized use of your card provided you notify us within a reasonable time of the loss or theft of your card or its unauthorized use. Please refer to the
Cardholder Agreements Terms & Conditions for additional information pertaining to your rights concerning unauthorized use of your card.
Why does the amount of the transaction on my card account not match the amount I was expecting it to be?
For financial transactions at certain types of merchants, such as restaurants, gas stations, hotels, and mail order retailers, there is an authorization amount and a settled amount and these amounts are usually different. This occurs when the actual amount of your purchase is not immediately available; for example, you may add a tip to the restaurant bill, you may pump gas yourself at an automated pump, you may decide to extend your stay in a hotel room or the use of a rental car.
For example, this will occur when you use your UPside Visa Prepaid Card at a restaurant. The transaction is authorized for an amount greater than the actual amount because the restaurant does not know yet if you are going to add a tip to your bill after it is run through the system. Therefore, if the actual amount of your restaurant bill is $15, the restaurant may actually authorize it for $20. $20 is the authorization amount that will initially be deducted from your UPside card account. If you add a 15% tip to your bill ($2.25), the actual amount of your bill will be $17.25. When the merchant sends through the actual bill, the settled amount will be $17.25 and the difference between the authorization amount ($20) and the settled amount ($17.25) will be added to your available balance. If the settled amount is greater than the authorization amount, then the difference will be deducted from your available balance. Depending on the merchant, the adjustment could take up to 15 days.
If a merchant does not send in a settled amount within a specified number of days (specified by the Issuer), the authorized amount of the transaction (in the example above this would be $20) will be added to your available balance. See next question for more information.
Will merchants hold funds greater than the purchase?
Some merchants hold a reserve of more money than what you may actually mean to spend. If this does occur with your UPside prepaid card the system may hold this reserve amount up to 4 business days (or up to 15 days for hotels and car rentals). If this happens, please contact merchant to verify that they are OK to release the hold on your card and ask them to send us a fax at 605-271-0436 with a written statement (including card number, amount, date, and transaction reference number) that they renounce the hold and that we can remove it sooner than the hold period.
Can I use the card internationally?
Yes. The UPside Visa Prepaid Card is accepted at most merchants worldwide accepting Visa Debit. Please note that the UPside card may not be able to be used in all countries. For a list of excluded countries, please contact us at
cs@upsidecard.com.
What is my Customer Service Access Code (CSAC)?
The Customer Service Access Code (CSAC) is a four-digit number that is used to identify card account owners and cardholders when contacting customer service. The cardholder created his/her CSAC when the online card account was created. The account owner's CSAC is the last four digits of his/her Social Security Number.
How do I get my Personal Identification Number (PIN)?
Your PIN will be selected automatically for you when you activate your card. You are, however, able to change your PIN at any time through the automated customer service line.
Yes. You may change your PIN by calling Customer Service at 1-866-845-6273 and following the automated prompts; live agents are not able to view your PIN for security purposes. You may change your PIN once at no cost. Any subsequent changes of your PIN will be charged a fee.
What should I do if I've forgotten my PIN?
Please call customer service at 866-845-6273 and follow the automated prompts to "To hear or change your PIN."
What do I do if the card is lost or stolen?
Please call customer service immediately at 866-845-6273 to mark your card lost/stolen and have a new card shipped. You may request expedited shipping for an additional fee.
Can I suspend the card and reactivate it later?
Yes. Both a cardholder and card account owner can suspend a card at any time online or by calling customer service. Please call customer service to unsuspend the card. Please note only the card account owner is able to call to unsuspend the card.
How do I close my card account?
We recommend that you remove all of the funds remaining on the UPside card account by making an ATM withdrawal or purchase goods or services in a merchant transaction so you do not incur any of the account closure or check issuance fees. If you would like to close your account immediately with funds remaining, you may request a check by contacting customer service, in which case a $12 check issuance fee may be applied.
