Q: Where can I use my Hibrid™ VISA Debit Card?
A:The Hibrid™ VISA Debit Card is accepted at millions of locations around the world. Anywhere the VISA or Cirrus logos are displayed. Most often these logos will appear on the front of the ATM machine. Some merchants also display logos in the front window of their store or at the cash register. If you are unsure, it is acceptable etiquette to ask the merchant if they accept VISA Debit Cards before purchasing an item.
Q: Is the Hibrid™ VISA Debit Card a secured card?
A: No, the Hibrid™ Card is better than a secured card. It does not require you to put up a security deposit in order to obtain one. There are no interest charges and no credit checks.
Q: Can I use my Hibrid™ Card at an ATM machine?
A: Yes, the Hibrid™ Card is accepted at thousands of ATM locations bearing the VISA, Cirrus or STAR logos.
Q: Can I access my account online?
A: Yes, you can access your account activity online 24 hours a day, 365 days a year. Upon receipt and activation of your card, you will be able to go to the Hibrid™ website (www.hibridcard.com) and enter the My Card Place (MCP) cardholder section, using your card number and password to access your personal account. (Note: There will be intitial set-up instructions the first time you enter the MCP site.)
Q: What if I forget my PIN?
A: No problem, you can reset your PIN. Call 1-866-345-1887, connect with our customer service center and speak with a customer service representative. The customer service representative will ask security questions to verify your identity and then reset your PIN to a temporary number. You will then re-dial the 866 number and enter a new, secure, PIN number of your choosing. Store this number in a secure place – do not keep it with your card.
Q: How can I add funds to my Hibrid™ Card?
A: Money can be loaded to the card in a number of ways: Via payroll batch load by your employer, direct deposit (from your employer or any government agency), bank account transfer to the Hibrid™ card, or from Hibrid™ card to Hibrid™ card. Note: A bank to card transfer requires that you pre-register the bank account number through the IVR or Hibrid™ MCP website.
Q: Can I use my Hibrid™ Card at a self service terminal?
A: Yes, swipe the card through the slot and when the terminal asks if the transaction is Credit or Debit, just select Debit and enter your PIN number.
Note: Gas station policy (and some merchants) will place an authorization ‘hold’ on an amount slightly greater than the actual sale until the transaction clears the banking system (normally, 24 to 72 hrs). To bypass this ‘hold’, have the gas station attendant directly pre-authorize the exact amount of purchase.
Q: How does the free eMail and/or Text Notification work?**
A: This optional Notification service is offered to all cardholders at no charge. Whenever there is activity on your Hibrid™ card, you can choose to receive an eMail and/or Text message notifying you that account activity (deposit, debit) has taken place. Information includes the amount of the transaction and automatically states your available card balance after the transaction.
**Requires set-up through the Hibrid™ cardholder website at www.hibridcard.com
Q: What if I return an item purchased with my Hibrid™ Card?
A: Just like any other bank card, a refund will be processed back onto your card within the merchant/bank’s standard time frame.
Q: What happens if my Hibrid™ Card is lost or stolen?
A: If your Hibrid™ Card is lost or stolen you will need to report it to our card center immediately by calling 1-866-345-1887, so that your card can be deactivated. You will then be issued a replacement card. This telephone number is printed on the back of your card and in the Hibrid™ Terms and Conditions that will be mailed with your card. We suggest you write this number down in a safe place upon receipt.
Q: Will my personal information be secure?
A: Yes, your information can only be accessed by you with your user name and password or by our customer service representative when you call in. Your information is not sold or given to any third party marketing company.
Q: Do I need to keep a minimum balance on the card?
A: It is recommended that a minimum $10.00 balance be kept on your card so that you will have access to it in the event of an emergency and to cover the amount of the monthly service charge.
Q: How do I activate my Hibrid™ Card?
A: Activation instructions are printed on the card carrier attached to your new Hibrid™ Card. The instructions will have you contact Customer Service at (866) 345-1887. You will be asked to enter the four (4) digit temporary Pin Code that will be shipped with your card (0000). After changing the temporary PIN to your personal code, keep this number in a secure location, separate from your card.
Q: Is the card safe?
A: Absolutely, it works just like any other bank card. You have the safety of a personal PIN for ATM withdrawals and Point of Sale purchases (POS). Plus, if the card is lost or stolen, you are not losing cash or putting your checking or savings account at risk.
Q: What if my card is used without my permission?
A: You should call our customer service center immediately to deactivate your card or to change your PIN number.
Q: What does it cost to use an ATM machine?
A: These fees are charged by the owners of the ATM machines and range from $0.00 to $3.50. The fees are separate from the transaction fees related to the use of the card. The Terms and Conditions that will arrive with your new card will include a schedule of fees. When using an ATM machine, the service fee charged by that ATM machine will appear. You will be asked if you accept the fee and want to continue with the transaction. At this point, you may cancel the transaction and no fees will be charged. A surcharge free ATM locator (by zip code) can be found at www.hibridcard.com.
Q: Can I change my PIN number?
A: Yes, you can change your PIN number in several different ways. The registered cardholder on file can call the Interactive Voice Response (IVR) system (1-888-345-1887), log onto the Hibrid™ cardholder site (www.hibridcard.com) or speak with a live Customer Service Representative.
Q: How do I check the balance on my card?
A: You can check the balance on your card by accessing the Hibrid™ MCP cardholder website, at an ATM, or by calling the IVR system. There may be a small transaction fee associated with checking your balance at an ATM. TranStar does not charge for ATM balance inquiries, however, you may incur an ATM surcharge machine fee.
Q: How much can I load onto my card?
A: The "MAXIMUM" load amount depends on the Hibrid™ Card program that your card is issued under. The Hibrid™ Payroll Card is regulated by the issuing Bank and carries an aggregate maximum of $5,000. Each card program is regulated with a $20.00 minimum load.
Q: How many times a day can I use my card?
A: For your protection, the "MAXIMUM" number of times per day that you can use your card is ten (10) times. This is a combination use for ATMs and point of sale (POS) purchases.
Q: What are some of the reasons that an ATM would decline a withdrawal?
- The most common reason is the ATM machine is out of money, in which case, you will just go to another machine.
- The amount you are trying to withdrawal exceeds the balance on your card, plus the Hibrid™ service fee and any ATM surcharge fees.
- You entered the wrong PIN number.
- The number of declined transactions exceeds the ATM machine limits and the ATM machine has locked out any other requests by the card number. This is done for your protection.
- Most ATM machines have a set maximum withdrawal amount ($300 - $500).
*The USA PATRIOT Act is a Federal law requiring all financial institutions to obtain, verify, and record information that identifies each person who opens an account. You will be asked to provide your name, address, date of birth, and other information that will allow you to be identified. You may be asked to provide documentation as proof of identification. Issuance of a card is contingent upon successfully passing of this mandatory identification confirmation. |
