Using a Payoneer Prepaid MasterCard® is easy. Below are a list of questions that are commonly asked by our customers. If you still have questions that you need answered, please feel free to contact us.
About the Payoneer Prepaid MasterCard
Using your card
Activating your card & managing your card account
Loading your card
About the Payoneer Prepaid MasterCard
Who is Payoneer?
Payoneer markets, manages and services prepaid MasterCard cards. Payoneer works together with the First Bank of Delaware and MetaBank to issue and process our cards. A leader in offering prepaid solutions for online applications, Payoneer has offices in New York and Tel Aviv. For more about Payoneer, go to About Us.
How does the Payoneer Prepaid MasterCard card work?
The Payoneer Prepaid MasterCard works just like any other Prepaid MasterCard card. The card is accepted at all locations worldwide, where debit MasterCard is accepted electronically. You can use it at a point of sale location to make purchases and at an ATM* to withdraw cash. With the added security of choosing your own PIN, you can be assured of no unauthorized use of your card.
Who can get a Prepaid MasterCard card?
Travel card: You need to be 13 or over to apply for a Payoneer Prepaid MasterCard through our travel program partners. You don't need a bank account, but if you are under 18, you must have your parent or guardian apply for the card for you.
Payroll card: Anyone worldwide over the age of 18 can order the Payoneer Prepaid MasterCard through our partners to receive earnings. You don't need a bank account to apply.
How do I order a card?
At the moment, individuals can only apply for a Payoneer Prepaid MasterCard through our partners. To check if you are already working with a Payoneer partner, see our homepage at www.payoneer.com. If your organization would like to become a partner, please contact our sales department at sales@payoneer.com.
Does my Payoneer card expire?
Your plastic card will expire 2 years after the card is issued to you, but your funds are always accessible.
What should I do if my card is about to expire?
If your card is active, Payoneer will contact you 2-3 months before your card expiration date, to confirm your address and your wish to receive a new plastic card. When you confirm, a new card will be sent to you free of charge. If your card has not been active but you expect to be using it in the future, you may apply to receive a new card. Please contact us at support@payoneer.com to apply.
If I receive a Prepaid MasterCard, what am I committed to?
Nothing. You can use the card to obtain cash for your funds, use it in stores or online. If you decide to use the card, it can be loaded and used multiple times. Once the money on the card is depleted, and your card has a zero balance for 60 days, the card will automatically be deactivated and you have no further obligations with respect to the card.
What happens to my card if I don't use it?
If the card value is depleted and remains at a zero balance for 60 consecutive days, you will not be responsible for maintenance fees should they apply until funds are loaded onto the card again.
What are the costs associated with the card?
Costs are listed and explained when you sign into "My Account" and on the websites of the partners that offer the card.
How do I get the most value from my money?
Buy with your card instead of with cash. When you withdraw cash from an ATM* , you may be subject to additional fees set by the ATM* and corresponding bank.
How can I minimize ATM-related fees?
- Select your ATM* carefully. ATM* and their cooperative banks' fees and maximum withdrawal policies vary greatly.
- Consolidate your ATM* usage by withdrawing the maximum allowed by your card account and the ATM*.
- Do not try to withdraw more than your card account balance from an ATM*. You will be charged a fee for the failed ATM* usage.
I live outside of the United States. What foreign exchange (FX) rate is used?
Foreign Exchange Conversion rate is computed at the time of the transaction, whether at a retail venue or at an ATM. Conversion rates are calculated based on daily rates adopted by MasterCard, any fees applicable by the retail or ATM location and other processing entities.
Using your card
Why haven't I received my card yet?
Once you complete the order process, it can take up to 12 business days in the US and 25 business days or more, outside the US to receive a card. This is based on the postal service for the destination country. If that amount of time has passed, then contact customer support.
Why can't I log into my card account online?
The log-in process is case sensitive, so make sure to type in both your user name and password exactly as you first defined them. If you forgot your password, or it still isn't working, contact customer support.
Who can use the card?
The cardholder is the person whose name is imprinted on the card. This is the person to whom the card was issued and the only person authorized to use the card.
How does my card work at an ATM?
Your card can be used at any ATM* that displays the MasterCard acceptance mark.
Withdrawal limits at ATM*s may vary. For Payoneer travel and payout cards, the daily withdrawal limit is generally $1000, but the ATM* you choose may be limited to providing a lower amount.
Note: Do not try to withdraw funds from your card until your card is activated and funds have been loaded onto it. Otherwise, you risk losing your card to the machine.
The ATM gives me choices of multiple accounts to choose from to withdraw money...
Choose "Current" or "Checking".
Can I use the card on the internet?
The Payoneer Prepaid MasterCard card may be used for online transactions wherever debit MasterCard is an accepted form of payment. Important: Avoid using the card to register online for free trials. After the trial period, companies may start charging your card and you will be responsible for the charges.
What is a pre-authorization hold?
A merchant may place a pre-authorization hold on a certain amount of funds on your card to verify that you have sufficient funds to pay for the transaction. When your final bill is less than the pre-authorized amount, the remaining funds may be held for up to eight days before being released to your available balance.
For example:
A restaurant may pre-authorize a set amount when you open a tab. A car rental company or hotel may hold the amount equal to one day's rental or stay. In the US, gas stations generally place pre-authorization holds for approximately $50 when you pay at the pump. If you pay for the gas inside, and specify the exact amount you intend to purchase, only the actual purchase amount will be deducted from your card balance.
What do I do if my card is lost or stolen?
Contact us immediately to report a lost or stolen card.
 |
Within the United States:
Contact us at: 1-800-477-5965 (24 hours)
Secondary Number - 1-800-251-2521 x2 (9:00-5:00pm EST Sun-Fri) |
 |
Outside the United States:
Contact us at: 1-404-591-3350 (24 hours)
Secondary Number - 1-847-461-1386 x2 (9:00-5:00pm EST Sun-Fri) |
| |
Send email to:
support@payoneer.com |
| |
|
A new card will be shipped to you, even while you are traveling.
As long as your PIN has not been compromised, your funds are secure.
How do I cancel the card and get any remaining funds back?
First, spend or withdraw all remaining funds. After 60 days the card will deactivate automatically. If you want to cancel the card in less time, contact customer support.
Can I use my Card without any money on it?
No. You can use your card only once it has been activated and you have funds loaded on the card. You risk losing the card to the ATM* if you try withdrawing money before it has been activated or loaded.
How do I use up a balance too small to withdraw at an ATM*?
Ask a merchant or cashier at a store to charge the exact remaining balance to your card, then continue to pay the remaining purchase balance in whichever form you wish.
Activating your card & managing your card account
How do I activate my card?
- Click on Activate on the Payoneer homepage.
- Click on My Account.
- Enter your UserName and Password you chose when your card was ordered.
- Click on Activate Card.
- Enter your new PIN (must be 4 digits) and click submit.
- You will receive a message from Payoneer, immediately indicating the result of the change.
- Your card is active upon successfully completing the PIN change.
What is a PIN?
A PIN is the Personal Identification Number that you chose to use the card at ATM*s or at a point of sale.
How do I change my PIN?
- Click on My Account.
- Enter the UserID and Password you chose when your card was ordered.
- Select the option to Change PIN.
- Enter the information requested and your new personal four digit PIN.
- Click Continue. Payoneer will display a confirmation message and send an e-mail when you have successfully changed the PIN.
What do I do if I forget my PIN?
The PIN is your confidential code. It is not maintained by our system. If you forget your PIN, please contact us to verify information you provided when you applied for the card, and our security department will consider resetting the PIN.
How do I check my balance?
To check the balance of funds on your card and to see your transaction history, please do the following:
- Click on My Account.
- Enter the UserID and Password you chose when your card was ordered.
- Select the option to view your balance.
Why isn't my balance what I think it should be?
At times your card balance may not match the purchases shown on your card account for any of these reasons:
- Same day transactions do not appear on your card account, but the amount is deducted from the available balance. The transactions will generally appear on your card account the following day.
OR
- There may be an outstanding authorization for a purchase that was made, but the merchant has not collected its money yet. This type of transaction will only show on your account after the merchant has collected its money. In the meantime, the money is held from your card account, ready to be paid to the merchant. For example, this may happen for internet or mail/phone order purchases. The merchant may settle the money when they ship the order, rather than on the day the order was placed. In this case, the funds are marked for the merchant and deducted from the balance, but will only show on the card account when the bank actually pays the merchant for your purchase. This process could take a minimum of eight days to clear.
Loading your card
Who can load money onto a Prepaid MasterCard card?
Anyone over the age of 18 can load the card with funds transferred from a bank account or a credit or debit card. For more details, see below.
How does money get loaded onto my Prepaid MasterCard card?
You can load funds to your card from other credit or debit cards (Visa® or MasterCard)or electronic checks. You can receive funds from Payoneer's partners and/or authorize individuals to load money to your card account. For specific instructions go to www.payoneer.com or see the FAQs below.
What are loading and spending limits on the card?
Limits vary according to the type of card.
Our prepaid Travel Card allows a total balance limit of $5000 with a daily loading limit of $1000. A daily spending limit is set at $2500. Daily ATM* withdrawal limit is set at $1000. So if you have $2500-$5000 in your card account and withdraw $1000, you can spend up to $1500 with the card on that same day.
Our prepaid Payroll card is available only through approved corporate customers. This card allows a total balance limit of $12,500 with a loading limit that is established with each customer. A daily spending limit is set at $2,500. Daily ATM* withdrawal limit is set at $1000. So if you have $2500-$12,500 in your card account, and withdraw $1000, you can spend up to $1500 with the card on that same day.
Note: Withdrawal limits may also be further restricted by the local ATM* acquirer.
How do I load money onto a card?
Limits vary according to the type of card.
To load money onto your Payoneer Prepaid MasterCard, please do the following:
- Click on Load Money.
- Enter the UserID and Password you chose when you ordered your card.
- Enter the Cardholder e-mail address or the card number.
- Choose the payment method you wish to use.
- Enter the information requested and click Continue.
Note: Payoneer authenticates all first time load attempts pursuant to regulatory and security requirements. For more information on the authentication process, see the FAQs below.
What is an authentication and why do I need to do it?
The U.S. Patriot Act is a Federal Law that requires financial services institutions to make all possible attempts to authenticate and validate an individual's identity participating in their service. Payoneer's authentication process has been designed to assist not only with this identification, but also to ensure the payment method is not being used by an unauthorized individual and to prevent potential fraud.
The authentication requires you to validate a small debit or credit that Payoneer will make to the mode of payment you have chosen. Each payment method requires its own unique authentication. The amount debited or credited as part of the authentication process is adjusted back to the Prepaid MasterCard card once the process is complete.
Each payment method requires its own unique authentication. The authentication requires you to validate a small debit or credit that Payoneer will make to the mode of payment you have chosen. The amount debited or credited as part of the authentication process is adjusted back to the Prepaid MasterCard once the process is complete.
The authentication amounts must be validated within a certain timeframe or we may be required to repeat the process. This information resides in an encrypted form and is completely secure.
I already authenticated with the last load, why do I need to do this again?
Each payment method and product requires its own unique authentication. You may be using a different payment method than you used the last time you loaded a card. If the method is the same, you may be using a different product. For example, if you selected a credit card as the payment method the last time you loaded your Prepaid MasterCard, but subsequently use a different credit card to load your card, we will need to authenticate the use of the new credit card.
How do I load money using a bank transfer?
To load money using a bank transfer, please do the following:
- Click on Load Money.
- Enter the cardholder's e-mail address or the sixteen digit Prepaid MasterCard card number.
- Click Continue and then click on Direct Bank Debit and Continue.
- Enter the information requested. Continue until you get a confirmation message on your screen.
Payoneer will process the request to debit the money from the bank account provided. Once the funds are moved from your bank to ours, Payoneer will load your Prepaid MasterCard® card. This process takes approximately 5-7 business days.
You will receive an e-mail confirming your load request from support@payoneer.com. You must first choose a loading option before the funds will be available for your use.
Please add support@payoneer.com to your address book to ensure that important email will not be marked as spam.
How do I load funds to the card using Western Union?
You can now reload funds to your card from a Western Union US location or website. Click here for step-by-step instructions.
Which credit or debit cards can I use to load money?
You can use both Visa and MasterCard credit or debit cards to load money onto your Payoneer Prepaid MasterCard.
Can I load money using a money order?
No, this option is currently not available.
Can I do direct deposit onto my card with my paycheck?
You can only direct deposit your paycheck to the card if your employer is a Payoneer partner.
* Fees may apply. Refer to your cardholder agreement for more information.
Secure, fast and cost effective mass payouts to recipients around the world. Receive a tailored payout solution from one of our sales directors.
Get paid directly to your globally accepted prepaid debit MasterCard.
