How do I activate my prepaid card?
Click here and follow the instructions to register and activate your card. If you receive a card with an activation sticker on the front, you may also call the number on the sticker and enter information when prompted. To activate your card, you will need to enter your 16-digit card number to begin the process.
How do I get a Personal Identification Number (PIN)?
This is the 4-digit number that is mailed to you in a separate PIN Mailer envelope after your card is received. For security purposes, it is very important that you memorize this number and keep it in a safe place. Use this PIN number in conjunction with your prepaid card to: (a) get cash at ATMs or (b) make PIN-based debit purchases at retail locations that accept prepaid cards.
How long does it take to get my student refund disbursement?
Refunds are processed to your prepaid card immediately after we receive the funds submitted by your college or university. To get access to your funds, you will need to register and activate your prepaid card.
You can also stay informed about the status of your refund by signing up for our Program Messaging feature. To register, go to the website listed on the back of your card, select the “Click Here to Register or Activate Your Card” button, and follow the instructions. You can opt to receive text messages or e-mail alerts that let you know when your pay has been added. Be aware that your mobile phone provider may charge fees for text messages. Please Note: For specific questions about the amount and timing of refunds, please call your school.
Where can my prepaid card be used?
Your prepaid card is accepted anywhere Visa® debit cards (in the case of prepaid cards bearing the Visa logo) are accepted, which includes millions of locations worldwide.
When I am making a purchase, do I press “Debit” or “Credit” at the checkout terminal?
You may use either option. However, to ensure that your transaction can be processed by the merchant, the best choice is to select “Credit” and sign for your purchase. If you select “Debit” the merchant’s terminal will prompt you to enter your PIN to complete the transaction.
Where can I get cash with my prepaid card?
If you have a Visa® debit card (prepaid card with the Visa logo), you may get cash at ATMs that bear the Visa®, Plus®, STAR®, or STARsf® logos using your four-digit Personal Identification Number (PIN).
Please note that should you wish to use an ATM outside of our STARsf® surcharge free network, you will be charged a fee. For a listing of the 32,000+ STARsf® surcharge free ATMs near you, please click here.
When using an ATM, which selection (checking, savings, or credit card) do I choose for withdrawing funds?
When using an ATM, swipe or insert your card, choose “Withdraw from Checking” and enter the amount you want.
How can I check my card balance and the transactions I have made?
Before you can check your balance, you must register your prepaid card. Click here to register your prepaid card. If you have already registered your prepaid card, you may check your card balance and card transactions anytime by going to the website listed on the back of your card.
Is there a limit to how many times I can withdraw cash?
Your prepaid card is a prepaid (or stored value) card. To comply with federal laws and to identify possible fraudulent charges in case your card is lost or stolen, we have established certain measures for your protection. You will not be able to spend or withdraw more than the amount of funds on your card. You are limited to 3 ATM transactions per day; the maximum amount of money that you are allowed to withdraw at an ATM is $600.00. Please note that some ATMs may have lower allowable limits. You may withdraw all of your funds from your prepaid card through a bank teller. For more information, refer to your Cardholder Agreement.
Do I have to pay ATM surcharge fees?
No. Most banks charge non-customers a surcharge for using their ATMs for a withdrawal. However, you will not be charged an ATM surcharge fee when you use your prepaid card at any participating STARsf® ATM. Go to the cardholder website listed on the back of your card for a listing of 32,000+ STARsf® surcharge free ATMs near you.
How much can I withdraw at one time?
Your prepaid card has a daily withdrawal limit of $1,800.00. Local ATMs may have lower per transaction limits, so you may have to use the ATM more than once to reach the daily limit.
Can I leave the rest of my refund disbursement on my prepaid card?
Yes! Leave it in your prepaid card. It's a lot safer than carrying around cash. And remember, your money is always available to you, 24 hours a day, 7 days a week.
Can my college or university see my transactions?
No. For your security and privacy, withdrawal and purchase transactions can only be seen by the cardholder.
Will I earn interest on the funds in my prepaid card?
No. Your card does not earn interest.
How can I obtain all the funds in my prepaid card if my balance is below the ATM cash withdrawal minimum?
You can obtain cash amounts below ATM minimum by using your card and 4-digit PIN to make purchases at retail locations or even get cash back at participating retailers such as grocery and hardware stores.
Do I need a bank account?
No. You don’t need a bank account to use your prepaid card. Your student refund disbursement is electronically deposited to your prepaid card.
Is this a credit card?
No. It is a prepaid (or stored value) card. The amount of money you can spend or withdraw is limited to the amount of money that you have on your card. You cannot spend more than your account balance.
Do I need to keep a minimum balance on my prepaid card?
No. There are no minimum balance requirements.
What if my prepaid card is lost or stolen or needs to be cancelled for any reason?
Please contact Cardholder Services immediately at 1-877-303-4438 so we can get you a replacement card quickly. Please check the list of fees provided to you with your card to know if a replacement card fee will be charged.
Am I responsible for unauthorized usage of my prepaid card?
Under the Visa zero liability policy, you are protected against unauthorized purchases from your card. Tell us AT ONCE if you believe your card has been lost or stolen by telephoning toll-free at 1-877-303-4438.
Can I use my prepaid card to pay my rent and other bills?
Yes, if your prepaid card is a Visa® debit card and the company that you want to pay accepts Visa, then you can use your card to pay your bill. If the merchant asks you to select between debit and credit to process your payment, select “credit”.
Please note that if you use your card for recurring payments, then you’ll need to make sure that you have an adequate balance on hand to cover those charges to your card. Otherwise, the transaction will be declined, and the bill will be considered unpaid.
For more information about paying bills or to find a list of billers that accept your prepaid card online, please click here.
What if I lose my PIN?
You need to call Cardholder Services at 1-877-303-4438 and they will initiate a PIN reset request. You will receive your PIN via mail in about 7 days. You will not be able to conduct PIN based transactions until you have received your PIN.
Can my card be used to make purchases online?
Yes. The billing address is indicated on the card carrier that comes with the card. This will be important for making online purchases. If you need to change your billing address, please call Cardholder Services at 1-877-303-4438.
Does my prepaid card expire?
Yes. The expiration date is located on the front of the card. Your prepaid card must have an expiration date for it to work in the point of sale terminals used to authorize purchases at the millions of locations where your prepaid card is accepted.
If you are actively receiving student refund disbursements to your card, we will replace it prior to the expiration date to ensure you will always have access to your funds.
What if a balance remains on my prepaid card following the “good thru” or “valid thru” date appearing on the front of the card?
If you are actively receiving student refund disbursements to your card, we will replace it with a reissued prepaid card with a new expiration date to ensure you will always have access to your funds.
If you are not actively receiving student refund disbursements to your prepaid card and you have a remaining balance following the “good thru” or “valid thru” date appearing on the front of the card, your prepaid card will be charged a card expiration fee of $10 (or the remaining balance, if less) in the first month following the “good thru” or “valid thru” date. Each month thereafter, your prepaid card will be charged a maintenance fee of $3 (or the remaining balance, if less) to maintain your account.
You may request the reissuance of your prepaid card following the “good thru” or “valid thru” date appearing on the front of your prepaid card. Please mail your prepaid card to:
Springbok Services, Inc.
P.O. Box 3367
Englewood, CO 80155-3367
Your reissued prepaid card will have a new expiration date.
How do I use my prepaid card at gas stations?
When purchasing gasoline, please take your card to the attendant before pumping your gas. Tell the attendant to charge the amount you wish to purchase, have the attendant charge that amount on your card, sign for the purchase, and then pump your fuel.
If for some reason you need to pay at the pump, you need to select “Debit” and enter your PIN. Please note that if you choose “Debit” to pay for gas at the pump, the system will hold $75 from your card until the merchant settles the transaction.
Can I use my prepaid card at restaurants?
Yes. Please note that most restaurants have their point-of-service terminals pre-programmed to add a 15%-20% gratuity to your bill total at the time of card authorization. For your prepaid card to be authorized, the total amount of your bill plus the automatically added gratuity must not exceed the available balance on your prepaid card. For example: If you have $25 remaining on your prepaid card, and you have a $24 restaurant bill, your prepaid card may be declined for that purchase because the restaurant may be trying to authorize a $28.80 purchase ($24 + 20% gratuity), not a $24 purchase. This issue applies to any merchant with a tip or gratuity line on their receipt.
Can I use my prepaid card at a hotel?
Yes. The clerk will verify that your card has sufficient funds to pay an estimated bill for the number of days requested. That amount will be "held" in your account, making that amount unavailable for other purchases. It is a good idea to make sure you have enough money in your account to pay for your purchases before you make them.
What if the purchase amount is greater than the remaining balance on my prepaid card?
If the purchase amount is more than the remaining balance on your prepaid card, you should first pay the cashier by cash, check or charge card for the amount that your purchase exceeds your remaining balance. Then you should ask the cashier to run your prepaid card through for the full amount of the remaining balance as a regular charge. An authorization at the POS terminal will only be given for the amount available on the prepaid card.
How do I dispute an incorrect, unauthorized or invalid charge made to my prepaid card?
Contact Cardholder Services immediately at 1-877-303-4438.