Faq's

Getting Started

How do I get an excella Visa Prepaid Card?

You can visit an excella retail location for an instant issue card. excella retail locations are primarily in the New York City Metro area-click HERE to find a store near you.

Is the excella Visa Prepaid Card a credit card?

The excella Visa Prepaid Card is not a credit card. With excella, you have total control of your money because you only spend the cash you load onto the card. excella is your own personal account. It's similar to a traditional bank account, but without a minimum balance requirement, overdraft fees, or finance charges. excella simply provides a fast, easy way to manage your money.

How do I activate my excella Visa Prepaid Card?

After you receive your card you will need to call Cardholder Services toll free at 1-877-599-3742 to activate and then select your PIN.

When can I start using my excella Visa Prepaid Card?

After activating your card, load your card at one of the thousands of excella Reload Centers. That's it...you're ready to shop!

Loads

Where can I load my card?

You can load your card at thousands of excella reload centers. Click HERE to find a location near you.

What is the minimum load amount?

You must load at least $10.00 onto your card when loading.

What is the maximum daily load amount?

Daily load amounts vary by excella reload center type, many are subject to $950.00 per 24 hour period.

What is the maximum ATM withdrawal amount per transaction?

If you obtained your card online, you can withdraw up to $500.00 per ATM transaction. A maximum of 3 transactions can be made per 24 hour period (without exceeding a $500.00 total withdrawal amount).

If you obtained your card at an excella retail location, you can withdraw up to $1,500.00 per ATM transaction. A maximum of 3 transactions can be made per 24 hour period (without exceeding a $1,500.00 total withdrawal amount). Fees may apply. See Cardholder Agreement.

What is the maximum balance allowed on my card?

The maximum amount of money that you can have on your card is $10,000.00.

Do I need to maintain a minimum balance?

There is no minimum balance required.

Do I need to present my card when loading money?

Yes. You must present your card every time you load money. This requirement helps prevent fraud and unauthorized use.

Card Usage

Where can I use my card?

You can use your excella Visa Prepaid Card anywhere Visa debit cards are accepted.

What is a PIN (Personal Identification Number)?

Your PIN is the 4-digit number used to get cash at ATMs and to make purchases at grocery stores, gas stations and many other merchant locations that accept PIN based transactions. You will choose your PIN when you activate your card.

Should I select "credit" or "debit" when making a purchase?

Make sure to select "credit" when making purchases. However, if you want cash back, select "debit" and tell the cashier how much money you want back. You will be prompted to enter your PIN.

How can I get cash back when making a purchase?

Tell the cashier that you would like cash back. Make sure to state the desired amount of cash back. Swipe your card, select "debit", and then enter your PIN. Then, accept the final amount (your cash back amount plus your purchase amount).

How do I withdraw money from my card at an ATM?

Insert your card into the ATM and enter your PIN. Select "checking", then the amount of money you would like to withdraw. Make sure to take your cash, card, and receipt before leaving the ATM.

Can I pay bills or make purchases online with my card?

Yes, you can absolutely pay bills and make purchases online or over the phone. Your card may be used for payment wherever Visa® debit cards or STAR® cards are accepted. When paying bills online or over the phone, simply provide the merchant with two items- (1) the 16 digit number found on the front of your card and (2) the expiration date. Some merchants may also ask for the CVV2 number. This is the 3 digit number on the back of your card next to your signature. Before approving a transaction, some merchants will verify that the address you have provided matches the address on your card account.

How long does it take for a transaction to post to my account?

Transactions typically post to your account in 1 business day; however, merchants may take 2-4 business days to post a refund to your account.

What is the order status of my online purchase?

Although you can make online purchases with your card, you must contact the online merchant directly for the status of your order. Go to the website where you made the purchase. There should be contact information for general questions and status of orders.

Will I be charged a fee if I do not use my card?

Yes. If you do not use your card for 90 days, then you will be charged an Inactivity Fee of $3.00 per month.

What are the fees associated with my card?

Refer to your Cardholder Agreement for a complete list of fees. You can view a copy of the Cardholder Agreement by clicking HERE.

Holds/Preauthorizations

What is a "hold" or "preauthorization"

When making a purchase, merchants will do a “hold” or "preauthorization" for the estimated total price of your transaction. This will appear as a pending transaction and will reduce your available balance by the "Authorized Amount". The "preauthorization" expires once the merchant processes the "Final Transaction Amount". This could take several business days, and during this period you will not be able to use any value in which there is a "hold".

Why was my card declined when I had enough money in my account?

Some merchants (usually service or "tip" orientated) will place an authorization greater than the amount purchased to allow for additional services or a tip. This usually happens when using your card at a hotel, (for your room and incidentals), restaurants, and beauty salons. The merchant will estimate the final bill and place a hold on your card. If you decide to pay your final bill in cash after an authorization has been made, the hold on the authorized funds will expire in several days if no final transaction is processed.
  • Restaurants, Bars, Taxis, Salons, Barbershops, & Health / Beauty Spas

    Be sure your balance is sufficient to cover an additional 20% above your total bill. If the bill, plus estimated tip (20%), exceeds the available balance on the card, the purchase will be declined. The actual amount charged to your card will not exceed the amount of the bill plus the tip YOU add. Of course, the actual tip amount is your decision.

    For example, you go to a restaurant for dinner and the bill is $19.27. The restaurant may "Authorize" $24.00 which is the meal plus a 20% tip. When signing for the bill, you decide to give a $3.50 tip, so your "Final Transaction Amount" is $22.77. In this circumstance, the $24.00 will remain on hold until the restaurant processes the $22.77 charge. Or, if you decide to leave a tip with cash, the $24 will remain on hold until the restaurant processes the $19.27 charge.

  • Hotels & Car Rental Companies

    Some car rental companies and hotels may require a credit card to make a reservation. This is at the merchants’ discretion and beyond excella’s control. At check-in, hotels will put a "hold" on the estimated amount of your stay, making those funds unavailable for purchase for a period of time. You can avoid a 'hold' being placed on your card by checking in with a credit card, and then using your excella Card for final payment when you return the car or at the end of your hotel stay.

  • Gas stations

    When you swipe your card at the pump, before the amount of your purchase is known, some gas stations run a check to see if there are enough funds to pay for a full tank of gas (this may be $75.00 or more, depending on the location). If your card is declined, even though you have funds, let the attendant know how much gas you plan to buy and they can process the purchase and have you sign for it. You may find that telling the attendant in advance how much gas you want, will avoid the preauthorization hold of funds all together.

Where is my money?

Don't worry—your money is still there, it's just being held until the final transaction has been processed. Please remember that a merchant has up to several days to complete and process the final transaction amount.
If you have any additional concerns about "Authorizations", please call Cardholder Services toll free at 1-877-599-3742. For more information, you can also refer to the Cardholder Agreement.

My Account

How do I access my account online?

You can access your account online for free! When you log in for the first time, you will be asked to answer a series of security questions and provide your email address.

What can I do while logged in to my account?

While logged in to your account, you can: view your card balance, review your transaction history, update your account information, enroll in/manage card features (text alerts, direct deposit, cash back rewards, Savings Account, & unlimited purchase plan), view card fees, file a dispute, and much more!

How do I check my balance?

You can check your balance for free by: (1) using Free Text Alerts1and texting the word BAL to 90831, (2) calling Cardholder Services toll free at 1-877-599-3742, or (3) visiting excella cardholder account access HERE (enrollment required).

How do I setup text alerts?

You can enroll in Free Text Alerts1 at the time of card approval. Existing cardholders can enroll by calling Cardholder Services toll free at 1-877-599-3742 or online by visiting excella cardholder account access HERE (enrollment required). To setup and manage text alerts, click on the "Text Alerts" option. Simply provide your mobile number and your mobile service provider.

How do I review my transaction history?

You can review your transaction history for free by visiting excella cardholder account access HERE (enrollment required) or calling Cardholder Services toll free at 1-877-599-3742. Additionally, you can receive paper statements through the mail by calling Cardholder Services. (There is a Single Paper Statement Fee of $3.00 for each paper statement mailed to you (delivery time is 7-10 days).)

How do I change my PIN?

Call Cardholder Services toll free at 1-877-599-3742 or log in online: (1) visit excella cardholder account access HERE (enrollment required), (2) choose the "My Card Account" tab, and then (3) click on the "Change My PIN" link.

How do I change my password?

Call Cardholder Services toll free at 1-877-599-3742 or log in online: (1) visit excella cardholder account access HERE (enrollment required), (2) choose the "My Card Account" tab, and then (3) click on the "Change My Password" link.

What should I do if I forget my PIN or password?

Call Cardholder Services toll free at 1-877-599-3742.

What should I do if my address, phone number, or email changes?

Call Cardholder Services toll free at 1-877-599-3742 or log in online: (1) visit excella cardholder account access HERE (enrollment required), (2) choose the "My Card Account" tab, and then (3) click on the "Update My Card Account" link.

How do I file a dispute?

Call Cardholder Services toll free at 1-877-599-3742 or log in online: (1) visit excella cardholder account access HERE (enrollment required), (2) choose the "Help" tab, and then (3) click on the "File a Dispute" link.

How do I cancel my card account?

Call Cardholder Services toll free at 1-877-599-3742.

Card Features

What is excella Free Direct Deposit?

With excella Free Direct Deposit, you can automatically have your paycheck or government benefits deposited directly onto your card. To learn more and download a direct deposit enrollment form, click HERE. Print and fill out the simple form and bring it to your payroll or benefits office.

What bank and routing number should I use for direct deposit?

You must use "The Bancorp Bank, Wilmington, DE" as the bank and "031101169" for the routing number.

What card number should I use for direct deposit?

You must use the 10 digit Card ID number (located in the lower right hand corner, on the back of your card) with the numbers "8 4 6" in the beginning. For example; the number you would provide is: 8 4 6 X X X X X X X X X X

Should I mark "checking" or "savings" on my employer/benefit provider's direct deposit form?

Be sure to mark "checking" on your employer/benefit provider's direct deposit form.

How long does it take for my check to direct deposit onto my card?

Typically, it will take two pay cycles for your check to transfer onto your card for the first time. Verify with your payroll or benefits office.

Can I direct deposit my Federal Tax Refund onto my card?

Yes. Simply use the information above on your tax form.2

What is Cash Back Rewards?

Cash Back Rewards is a program that allows you to earn cash back by using your card to purchase merchandise, food and services. Under this program, you'll receive offers to receive cash based on how you actually shop. There is no limit to the Cash Back Rewards you can earn, so the more you use your card the more offers you can receive!

Do I have to enroll to earn Cash Back Rewards?

No, you do not have to enroll or sign up for the program. You will automatically earn Cash Back Rewards.

What do I have to do to earn Cash Back Rewards?

It's easy. As you use your card to make qualifying purchases, offers will automatically post to your account. To view your offers, simply log in to excella cardholder account access HERE (enrollment required) and review offers appearing automatically within your transaction history.

How do I redeem Cash Back Rewards?

To redeem your Cash Back Rewards, simply (1) log in to excella cardholder account access HERE (enrollment required), (2) review your transaction history to view any offers, (3) click on the offer to activate, and then (4) use your card to make a purchase at the merchant presenting the offer.

When are my Cash Back Rewards credited to my account?

Your Cash Back Rewards will be posted to your card account on the last day of the following month after it is earned. So, if you earn a reward in May it will be posted to your card account on the last day of June.

Is there a fee for Cash Back Rewards?

No, this rewards program is just another benefit of using your card.

What is the Unlimited Purchase Plan?

The Unlimited Purchase Plan allows you to make unlimited purchases on your card without transaction fees for every purchase. Instead, you will pay a monthly Unlimited Purchase Plan fee. This plan is best for cardholders making more than 10 purchases in a month.

What types of transactions are included in the Unlimited Purchase Plan?

The Unlimited Purchase Plan includes both Domestic and International PIN and Signature Point of Sale ("POS") transactions. (Refer to your Cardholder Agreement for any restrictions on countries for International transactions). The Unlimited Purchase Plan does not include POS decline fees. Decline fees are assessed regardless of pricing plan.

How do I enroll in the Unlimited Purchase Plan?

Call Cardholder Services toll free at 1-877-599-3742 or log in online: (1) visit excella cardholder account access HERE (enrollment required), (2) choose the "My Card Features" tab, and then (3) click on the "Unlimited Purchase Plan" option.

What is the fee for the Unlimited Purchase Plan?

Please refer to your Cardholder Agreement.

When is the Unlimited Purchase Plan fee collected?

The fee is collected on the first of the month. If you do not have adequate funds on the card to pay the fee, you will be charged a fee per POS transaction until the Unlimited Purchase Plan fee is paid. We will attempt to collect the fee every day for 5 days. If we are unable to collect the fee on the fifth attempt, you will be converted to the Per Transaction Pricing Plan until the following month. Per transaction fees are non-refundable.

I enrolled in the Unlimited Purchase Plan, but I was charged a POS transaction fee. Why?

If you enrolled in the current month, your Unlimited Purchase Plan would not take effect until the first of the following month. If you enrolled and you did not have enough funds on your card on the first of the month to pay the Unlimited Purchase Plan fee, you would be charged a fee for each POS purchase until the fee is collected. We will attempt to collect the fee every day for 5 days. If we are unable to collect the fee on the fifth attempt, you will be converted to the Per Transaction Pricing Plan until the following month. It is important to maintain enough funds on your card at the first of the month to pay the fee to ensure no interruption of your Unlimited Purchase Plan.

What is the Savings Account?

The Savings Account is a savings program with a highly competitive interest rate.

What are the requirements to open a Savings Account?

You must log in to excella cardholder account access HERE (enrollment required), under the "Savings" section agree with the Savings Account Terms and Conditions and agree to access your savings statements online (the Electronic Signature Act). You must also certify that (1) your Social Security Number or Tax Identification Number is accurate, (2) you are not subject to backup withholding, and (3) you are a U.S. citizen or resident alien.

What is the minimum balance to open a Savings Account?

The minimum balance to open a Savings Account is $10.00.

Is there a maximum amount of funds I can have in my Savings Account?

No, the Savings Account does not have a maximum balance, allowing you to save for any goal, no matter how big. Only the card account has a maximum balance.

Are my savings FDIC insured?

Yes, funds are FDIC insured to at least $250,000.00 through The Bancorp Bank; Member FDIC.

Security

Is my money protected if my card is lost or stolen?

Your card is protected by the Visa Zero Liability policy3. If your card is ever lost or stolen you are not responsible for any unauthorized transactions (as long as you notify us promptly and you are not grossly negligent or fraudulent in the handling of your card). Please refer to your Cardholder Agreement for additional information and details.

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

IMMEDIATELY CALL CARDHOLDER SERVICES TOLL FREE AT 1-877-599-3742 to mark your card lost/stolen. If you lost a personalized card embossed with your name on the front, Cardholder Services will help you get a replacement card. If you lost a non-embossed card (without your name on the front), please visit an excella Retail location for a replacement card. When you activate your replacement card, the funds from your lost or stolen card will be automatically transferred and immediately available to your new card.4

How can I prevent unauthorized use of my card?

Keep your card in a safe place and never write down your PIN. If you discover your card has been lost or stolen call Cardholder Services toll free at 1-877-599-3742 immediately and report it.

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You can use your excella Card wherever Visa debit cards are accepted.