Frequently Asked Questions

Our goal is to use straightforward language to describe what we do because we know that financial terms can sometimes be confusing. We hope you find these frequently asked questions useful.

Of course, if you still have any questions, please contact us.

Getting a Control Card

How do I get a Control Prepaid Mastercard?

Fill out an online order form, and we will ship you a card that should arrive in the mail in approximately 7 to 10 business days. We will not do a credit check and there is no fee to order the card online. To activate the Card Account, you will be required to provide your name, street address, date of birth and other information that will allow us to identify you. We must collect this information in accordance with The USA PATRIOT Act, a Federal law that requires all financial institutions and their third-party service providers to obtain, verify and record information that identifies each person who opens a Card Account. Residents of the State of Vermont are ineligible to open a Card Account.

How long does it take to receive my Control card in the mail?

You should receive your card approximately 7 to 10 business days after you place your order. If you do not receive your card within 10 business days, call Customer Service at 1-866-753-6324.

What do I do when I receive my Control card in the mail?

When your card arrives, read the enclosed materials including the cardholder agreement then activate your Control Card. Follow the printed instructions that arrive with your card. You will be required to provide your name, street address, date of birth and other information to identify you. The bank that issues the card must collect this information in accordance with The USA PATRIOT Act,¹ a Federal law that requires all financial institutions to obtain, verify and record information that identifies each person associated with an account.

How much does it cost to order a Control card?

There is no cost to order a Control Card. Other fees will apply based on how you use your card. To view the fees and other costs associated with using the card, see the cardholder agreement.

Adding Money to a Control Card

How do I add money to my Control Card Account?

Choose from the following ways to add money to your Control card:

Direct Deposit: Direct Deposit is one of the most convenient ways to add your paycheck or government benefits check to your Control Prepaid Mastercard. Learn more. If you already have a Control Card Account click here to get the bank routing number (sometimes referred to as the 'ABA Routing Number') and your card account number. These numbers are necessary to set up Direct Deposit.

Reload Network Locations: There are more than 130,000 convenient locations in the U.S. where you can add money to your Control Card Account using the Netspend Reload Network. Our Reload Center locator helps you find the lowest-cost locations nearest to you.(Reload fee may apply)

Bank Transfers: Add money from any qualifying U.S.-issued bank account. If you have a checking or savings account or a bank debit card, use it to add money to your Control Card Account. Log in to learn more. (Fees may apply)

PayPal^®: Use PayPal to transfer funds from your PayPal account to your Control Prepaid Mastercard. Log in to learn more.

Transfer Money Between Control Card Accounts and other Netspend Card Accounts: It's simple to transfer money from one Control Card Account to another. And because your card is part of the Netspend family, you can also transfer money to other Netspend Card Accounts at no cost. (While there is no cost for online transfers, fees apply for transfers conducted via Customer Service agent). Log in to learn more.

Tax Refunds: When filing electronically, select Direct Deposit or tell your tax preparer that you would like to direct deposit your tax refund to your Control Card Account. Simply provide the bank routing number (sometimes referred to as the 'ABA Routing Number') and your card account number. Log in to get the bank routing number and your card account number.

How do I enroll in Direct Deposit?

Enrolling in Direct Deposit is simple.

Paychecks: All or part of your paycheck can be direct deposited to your Control Card Account. You will need to provide your employer the bank routing number (sometimes referred to as the 'ABA Routing Number') and your card account number. Log in to get the bank routing number and your card account number.

Tax Refunds: Get Federal and State tax refunds faster^* than you would by mail with a paper check. Just select Direct Deposit as your refund method through your tax software or when paper filing and enter your account and routing number; or tell your tax preparer you want to use Direct Deposit for the refund. Log in to get the bank routing number and your card account number.

*Faster access claim is based on comparison of a disbursement via direct deposit vs. disbursement via a mailed paper check. For up-to-date information from the IRS, www.irs.gov/refunds.

How do I find the routing number and my card account number to enroll in direct deposit?

You can find the routing number and your card account number in a number of ways:

Online: Login to your Online Account Center. From the main menu, select "Add/Manage Money" and then "Direct Deposit." The information required to sign up for Direct Deposit will appear in the grey box on the right side of the screen or click here.

Anytime Alerts^™: If you are enrolled in Anytime Alerts, text DIRECT to 22622. Customer Service will text you the routing number and account number. (Fees may apply)

Phone: Call 1-866-753-6324 and select the "Other Services" option to get your Direct Deposit information.

If you don't have a Control card and would like to sign up for direct deposit, your first step is to order a Control card. When you receive the card in the mail, activate it and verify your identity1 then follow the instructions to enroll in Direct Deposit.

Which government benefits can I have direct deposited into my Control Card Account?

They are:

• Social Security payments
• Pension and other regular payments
• Supplemental Security Income (SSI)
• Social Security Disability Act (SSDI)
• Veterans Administration Compensation and Pension
• Railroad Retirement Benefits (RRB)
• Defense Finance and Accounting Service Payments (DFAS)
• State unemployment benefits (varies by state)

When will my direct deposit funds be available?

The Control Prepaid Mastercard gives you access to your money as soon as the funds are electronically deposited to your Card Account. With direct deposit you can get paid up to 2 days faster. Your Card Account must be active (that is, a purchase, load, or cash withdrawal has occurred, or a balance inquiry fee was incurred over the preceding 90-day period) and in good standing in order for electronic direct deposits to be credited. Processing of a direct deposit requires that the name associated with the direct deposit (the payee) be the same as the name associated with the Card Account.
(Card load limits apply)
(Faster access to funds is based on comparison of traditional banking policies versus electronic direct deposit)

How can I find the lowest-cost reload location nearest to me?

Some locations may not charge a fee, but others may. Load fees vary from zero to $3.95. Find the lowest-cost Netspend Reload Network location nearest to you. Text any zip code to 22622 and we'll text the nearest reload location back to you. (Data rates may apply.)

Using Your Control Card

How do I check my Card Account balance?

Ways to check your balance at no-cost (While there is no cost for this service, other fees may apply):

Online: Log in to your Online Account Center, where you can see your balance, your deposits and transaction history.

Anytime Alerts^™: Sign up for Anytime Alerts to receive a text message including your Control Card Account balance, after every transaction. After you've signed up for Anytime Alerts, text the letters "BAL" to 22622 anytime, and your Card Account balance will be sent to your mobile phone.
(Text message fees may apply. Check with your mobile provider)

Phone: Call our toll-free number 1 (866) 753-6324.

Ways to check your balance for a $0.50 fee:

In-Person: Make an inquiry at a participating ATM located in the U.S. (ATM owner fee may apply)

What can I buy with my Control card?

With a Control Prepaid Mastercard, you can make purchases at stores, over the phone and online. Use the card anywhere Debit Mastercard is accepted. You can also pay bills, rent and other necessities. (Fees may apply)

What is the maximum amount I can spend each day?

To comply with federal regulations, there are limits affecting how much money can be loaded, withdrawn and spent by each cardholder. The maximum amount you can spend or withdraw at a time varies by type of transaction. Use this chart to determine the limits.

Maximun Daily Amounts

Type	Limit
Value Loads - POS Locations	Not to exceed $7,500 in 24 hours
Purchase Transactions	$5,000.00 per transaction
Over-the-Counter Cash Withdrawals	$5,000.00 per transaction
ATM Cash Withdrawals	$325.00 per withdrawal, $940.00 per 24 hours

There is also a $15,000 maximum Card Account Value. We will review ACH Deposits that may result in the value of your Card Account exceeding the stated maximum value. If we determine the ACH Deposit is valid, we may permit the vlaue of your Card Account to exceed the stated maximum value.

Can I use my card at ATMs?

Yes, you can use your card to withdraw cash at ATMs. Netspend may charge a fee for this. Please see your Cardholder Agreement for details. The ATM owner may also charge a fee.

Can I avoid paying ATM fees?

Yes you can! When making purchases at many retailers, such as grocery stores, select "DEBIT" and enter your PIN to get cash back.

What do I do if my card is lost or stolen?

Immediately call Customer Service at our toll-free number, 1-866-753-6324. Or, log in to your Online Account Center to report your Control card as lost or stolen. From the main menu, select "My Account," "My Prepaid Cards" and then "Report Card Lost/Stolen". You will also be able to order a new card. Fees may apply to the order of a replacement card.

I need to pay a bill immediately. What are my options?

The way to pay a bill immediately is to call your biller and pay over the phone using your Control card number if that option is available. Log in to your Online Account Center for more details.

I need to transfer money to someone immediately. What are my options?

You can transfer money from your card to family members or friends who also have a Control card or another Netspend card. Log in to the Online Account Center and select 'Move Money' to learn more.

Availability and fees for bank transfers are determined by the transferor’s bank and may be charged to the transferor’s bank account by the service provider or originating bank. No cost for online or mobile Account-to-Account transfers between Netspend Cardholders; a $4.95 fee applies to each such transfer conducted through a Netspend Customer Service agent.

How do I transfer money to my Netspend Savings account?

Log in to your Online Account Center to transfer money between your Control Card Account and your optional Savings Account.

4. The optional Savings Account is made available to Cardholders through Pathward, N.A.; Member FDIC. To participate in the Savings Account program, Cardholder must consent to and continue receiving communications from us in electronic form. If Cardholder is subject to Internal Revenue Service backup withholding at the time of the request to open a Savings Account, the request will be declined. Interest is calculated on the Average Daily Balance(s) of the Savings Account and is paid quarterly.

• If the Average Daily Balance is $1,000.00 or less, the interest rate paid on the entire balance will be 4.91% with an annual percentage yield (APY) of 5.00%.
• If the Average Daily Balance is more than $1,000.00, the interest rate paid on the portion of the Average Daily Balance which exceeds $1,000.00 will be 0.49% with an APY of 0.50%, and the interest paid on the portion of the Average Daily Balance which is $1,000.00 or less will be 4.91%. The APY for this tier will range from 5.00% to 0.54%, depending on the balance in the account.

The interest rates and APYs of each tier may change. The APYs were accurate as of . These are promotional rates and may change without notice pursuant to applicable law. No minimum balance necessary to open Savings Account or obtain the yield(s). Because Savings Account funds are withdrawn through the Card Account (maximum 6 such transfers per calendar month), Card Account transaction fees could reduce the interest earned on the Savings Account. Card Account and Savings Account funds are FDIC-insured upon verification of Cardholder's identity. For purposes of FDIC coverage limit, all funds held on deposit by the Cardholder at Pathward, N.A., will be aggregated up to the maximum amount permitted by law upon receipt of funds by the Issuer.

How do I dispute a charge from a merchant?

Call Customer Service at our toll-free number 1-866-753-6324 or file an online dispute.

• Log in to your Online Account Center to get started.
• From the main menu, select "Help" and then "File a Dispute" to start the dispute process.
• You will need your PIN to access this online service.

How do I close my Control Card Account?

You can close your account the following ways:

1. Calling Customer Service at 1-866-753-6324 after you have withdrawn your funds at an ATM.

or

2. Log in to the Online Account Center and select 'Close Account' under 'Help & Support' in the main menu and request your unused Card Account balance be sent to you via check (mailed within 20 business days to the address we have on file). There is a fee for sending you a check (see the Cardholder Agreement for more information). We may not issue a refund check for any unused balance amount less than $1.00.