FAQs

Select a question below:
  • About ReliaCard

    • What is the ReliaCard?

      The ReliaCard is a reloadable, prepaid debit card issued by U.S. Bank. The ReliaCard provides an electronic option for receiving your government agency payments. It is not a credit card, but works similarly to other debit cards.
       

      How does the ReliaCard work?

      Once funds are added to the card account, it can be used to make purchases, pay bills, and make online, phone or mail-order purchases. You can also get cash back with purchases at participating merchants or withdraw cash at ATMs, banks or credit unions. The amounts of purchases, bill payments or cash withdrawals are automatically deducted from the available balance on the card.
       

      What are the advantages of having a ReliaCard?
      • Fast – Your money is automatically deposited to your card account
      • Save Time – Easy and quick access to your funds without waiting in line to cash or deposit a check
      • Convenient – Make purchases anywhere Visa® debit cards are accepted, including retail stores, grocery stores, restaurants and pharmacies and withdraw cash at ATMs
      • Secure – No need to carry large amounts of cash
      • Save Money – No more going to the check casher
      • Track Spending – Account information and customer service 24 hours a day
      • Purchasing Power – Enjoy the prestige and purchase protection given to Visa® - branded cardholders, without a credit check1
      • Reliable – Receive your money on time. No more lost or stolen checks
      • Safe – Funds are FDIC insured and are protected by Visa® Zero Liability Policy2
         
      How do I check my balance?
      • Online – View account online at www.usbankreliacard.com
      • Text/Email – Sign up to receive free email or text alerts when funds have been deposited to your account or when your balance gets low3
      • Mobile Banking App – Search for “U.S. Bank ReliaCard” in the App Store or Google Play4
      • Phone – Call Cardholder Services at 855-282-6161
      • ATM – Perform a balance inquiry at an ATM5
  • Getting the Card

    • Do I receive a new card every time a payment is made?

      No. Future payments will be deposited automatically onto the initial card.
       

      What do I do after I receive the card?

      You must call Cardholder Services at 855-282-6161 or visit www.usbankreliacard.com to activate the card and choose your Personal Identification Number (PIN). You cannot use the card until it has been activated. Be sure to sign your name on the back of your card in ink. Your card is not valid unless it’s signed. Note: we accept relay calls.
       

      What information or instructions come with the card?

      The card comes with:

      • Instructions on how to activate the card and fee schedule
      • The cardholder agreement, which discloses terms and conditions
      • A usage guide detailing where and how the card can be used
      • The U.S. Bank Privacy Pledge
         
      When the card is sent in the mail, what does the envelope look like?

      For security reasons, the card will arrive in a plain, white, window envelope.

  • Using the Card

    • How do I make a purchase with my card?

      The card works much like other prepaid or debit cards. You can use it online, over the phone, at grocery stores, retail stores, restaurants, medical offices, etc. It is important to know your account balance before making purchases.
       

      When making a purchase, on the authorization machine, which selection (credit or debit) do I choose?

      Select “Credit” or “Debit” to make a purchase. Select “Debit” to get ‘cash back’ with your purchase. (You will have to enter your PIN.)
       

      What are some things I need to keep in mind when using my card to make purchases?

      Some merchants where you typically tip may authorize your transaction for an amount greater than your purchase to cover tips. Make sure your balance can cover the 20% or your transaction will be declined. When purchasing gasoline at a gas station, pay inside with the cashier to avoid a hold greater than the amount of your purchase (some ReliaCard programs may not allow you to pay with your card using the pay-at-the-pump option). The funds held will not be available for other purchases until the actual transaction amount clears. Payments made inside clear for the actual transaction amount immediately. Check your program materials for additional details.
       

      How can I get cash with my card?
      • Cash Back With Purchases – at participating merchants such as grocery or convenience stores
      • ATM Withdrawal5 – at any ATM
      • Teller Withdrawal5 – at any bank or credit union
         
      How do I withdraw cash at an ATM?
      • Insert or swipe your card and enter your 4-digit PIN.
      • Select “Withdrawal from Checking”.
      • Enter the amount to be withdrawn.
         
      How do I get cash back with a purchase?
      • When the authorization machine asks for credit or debit, select ‘Debit’.
      • Enter the 4-digit PIN.
      • Select ‘Yes’ for cash back.
      • Enter the amount, press ‘OK’.
         
      How do I transfer funds from my card to another bank account (“Card-to-Account Transfers”)?

      If your program allows Card-to-Account Transfers, click on the “Transferring Funds” link on the left side of cardholder website and complete the required fields on the Card to Bank Transfer page. The transfer will appear as an ACH withdrawal on your card transaction history and monthly statement. In addition, if a fee is assessed in relation to this transfer, the description of the fee in your transaction history and monthly statement will appear as a separate ACH withdrawal transaction. For more information about this fee, please see the Fee Schedule included in your card packet, log into your account at www.usbankreliacard.com, or call Customer Service at 855-282-6161.
       

      How do I get cash at a bank or credit union teller?

      You must know your available balance (the teller will not have access to this information) and ask for a cash withdrawal5 in the amount you wish to withdrawal. Note: you may need to provide your driver’s license to verify your identity.
       

      Do I have to go to a U.S. Bank ATM or U.S. Bank branch to get cash?

      No. You can get cash back with purchases at merchants throughout the United States such as grocery and convenience stores. Cash can also be obtained from any ATM5 or over the counter at any Visa bank or credit union. To find the ATM nearest you, visit www.usbank.com/locate or www.moneypass.com.
       

      Do I need a PIN to use the card?

      Yes & No. The card can be used to make signature-based purchases without a PIN. However, a PIN must be used for PIN-based purchases and for cash withdrawals at ATMs. You must choose your own PIN by calling the Cardholder Services at 855-282-6161 or visiting www.usbankreliacard.com after you receive your card. For security reasons it is important that you pick a PIN that only you would know, and not share the PIN or the card with anyone.
       

      What should I do if I forget my PIN?

      You must contact Cardholder Services at 855-282-6161 or visit www.usbankreliacard.com to reset your PIN.
       

      Can I still get cash if I forget my PIN?

      Yes. You can go to any Visa® bank or credit union and ask the teller for a cash withdrawal5.
       

      How can I be notified when funds are deposited to my card?

      You have the option of signing up for optional text or email alertswhen money is added or your card balance gets low at www.usbankreliacard.com. You can also use our two-way text alert feature by texting a short code to receive the following updates:

      Alert Type Instructions
      Balance Alert Text BAL to 90831
      Recent Transactions Text TRANS to 90831
      Customer Service Number Text HELP to 90831

      NOTE: this feature may not be available for all programs. Standard messaging charges apply through your mobile carrier and message frequency depends on account settings. Check your program materials for additional details.
       

      Can I manage my account with my smart phone?

      Yes. You can use the ReliaCard Mobile Banking app to check your account balance, enroll in and manage text alerts, view your most recent transactions or search for the nearest in-network ATM location. Search for “U.S. Bank ReliaCard” in the App Store or Google Play4.
       

      Can I pay bills with my card?

      Yes. You can visit your billers’ websites and provide your 16-digit card number and expiration date or log on to www.usbankreliacard.com. NOTE: this feature may not be available for all programs. Some fees may apply. Check your program materials for additional details.
       

      Are all features available on all ReliaCard and ReliaCard II programs?

      Some features may not be available for some ReliaCard or ReliaCard II programs. Refer to your cardholder agreement for available program features.

  • Limits

    • Can I make a purchase for more than the amount on my card?

      If you need to make a purchase for more than the amount you have on your card, you will need to use two forms of payment. Tell the cashier how much you want taken from the balance on your card — the cashier cannot determine your available balance. Then, pay the remaining balance with cash, check, credit card or check card.
       

      Can the ReliaCard be overdrawn?

      Usually a purchase that exceeds the available balance will not be approved. In very limited circumstances, if you do not have sufficient funds when the final amount clears, it may result in a negative balance; however you will not be charged an overdraft fee. You can check your balance online, using the ReliaCard Mobile App or by calling Cardholder Services 24/7.
       

      Can anyone else view or track my transactions?

      The agency that funds your card has access to the amount and date of each deposit. For the ReliaCard program, the agency does not have access to your card number or cardholder initiated transactions. For the ReliaCard II program, the agency has access to your card number and cardholder initiated transactions.

       

      How do I obtain information about fees for my ReliaCard?

      Fees are located on the Fee Schedule sent to you with your card. You may view your fee schedule online by logging into your account at www.usbankreliacard.com. You may also call Cardholder Services at 855-282-6161 to request fee information. Please consult the table below for information on how to avoid fees on certain transactions for most ReliaCard programs. Please consult your program fee schedule to determine if a specific fee applies.

      Fee Description How to Avoid
      ATM Withdrawals
      (Out-of-Network*)
      • Make Purchases: Use your card to make purchases anywhere Visa® debit cards are accepted – in stores, over the phone, online or pay bills. You can use your card for free to make everyday domestic purchases such as groceries, convenience stores, etc.
      • Cash Back with Purchases: You can ask for ‘cash back’ when making purchases at places like grocery stores or retail stores. Select ‘DEBIT’ on the authorization machine, enter your 4-digit PIN and enter the amount of cash back you’d like. There is no fee to get cash back with purchases.
      • Bank Teller: Go into any Visa bank and ask the teller for a cash withdrawal for up to the full amount available on your card. (Fee may apply to some programs.)
      • In-Network ATMs: Withdraw cash for free at any U.S. Bank or MoneyPass ATM. For the nearest fee-free ATM locations visit: www.usbank.com/locate or www.moneypass.com.
      ATM Balance Inquiries
      (Out-of-Network*)

      You can check your balance for free using any or all of the following methods:

       

      • Online – View account online at usbankreliacard.com.
      • Text/Email – Sign up to receive free email or text alerts when funds have been deposited to your account or when your balance gets low. (Standard messaging charges apply through your mobile carrier and message frequency depends on account settings.)
      • Mobile Banking App – Search for “U.S. Bank ReliaCard” for your iPhone or Android phone. (The U.S. Bank ReliaCard Mobile App is free to download. Your mobile carrier may charge access fees depending upon your individual plan. Web access is needed to use Mobile App. Check with your carrier for specific fees and charges.)
      • Phone – Call Cardholder Services at 855-282-6161.
      • ATM – Perform a balance inquiry at a U.S. Bank or MoneyPass ATM. (Fee may apply to some programs.)
      Monthly Paper Statement
      (If requested) 
      View your monthly statements for free online at www.usbankreliacard.com. To opt out of paper statements, call the number listed on the back of your card.

      *Out-of-Network ATMs means any ATM that is not a U.S. Bank or MoneyPass ATM.

  • Customer Service

    • Can I view my account online?

      Yes, at www.usbankreliacard.com. The following functions can be performed online:

      • PIN Change
      • Balance inquiry
      • View card transactions
      • View previous statements
      • Set up alerts
      • Pay bills
         
      How do I view my monthly statement?

      Monthly statements can be viewed online 24/7 at www.usbankreliacard.com.
       

      What should I do if I change addresses?

      Contact Cardholder Services at 855-282-6161 to report an address change. Also contact your government agency to report an address change so that your mail may also be sent to the correct address.
       

      Who do I contact if I have questions about my card?

      For questions about your deposit, such as when you will receive the next deposit to the card, or the amount of a deposit to the card, contact your government agency. For all other questions about the card, you may log into your account at www.usbankreliacard.com or contact Cardholder Services 24 hours a day, toll-free at 855-282-6161.
       

      What happens if my card gets lost or stolen?

      You must immediately call Cardholder Services at 855-282-6161 to report your lost/stolen card and have a replacement card sent to you within 5-7 business days. You may not be responsible for any fraudulent activity that occurs on your card provided that you report the card missing in a timely manner, and have not shared your card or PIN number with anyone.
       

      Can I contact my local bank for customer service on my ReliaCard account?

      No. You must direct all ReliaCard questions to Cardholder Services at 855-282-6161, or utilize the web site, www.usbankreliacard.com, for inquiries.
       

      What services does the ReliaCard 24-hour Cardholder Services line provide?

      The following can be done through customer service:

      • Activate the card
      • Choose/Change PIN (Personal Identification Number)
      • Balance inquiry
      • Enroll in text alerts
      • Review recent transaction history
      • Report card lost or stolen and have it reissued
      • Speak to a live representative if additional assistance is needed

      Note: we accept relay calls
       

      Can ReliaCard II cardholders use the www.usbankreliacard.com website?

      No. The ReliaCard II program does not allow online access.

 

1 Successful identity verification required. To help the government fight the funding of terrorism and money laundering activities, Federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens an account. If necessary, we may also ask to see your driver’s license or other identifying documents.
2 Visa’s Zero Liability Policy protects you against unauthorized transactions processed by Visa. You must notify U.S. Bank immediately of any unauthorized use. Other conditions may apply. See your Cardholder Agreement for details
3 Standard messaging charges apply through your mobile carrier and message frequency depends on account settings
4 The U.S. Bank ReliaCard Mobile App is free to download. Your mobile carrier may charge access fees depending upon your individual plan. Web access is needed to use Mobile App. Check with your carrier for specific fees and charges. Some mobile features may require additional online setup. Any fees for optional transactions will be identified during their use.
5 Some fees may apply. Login to your account online or contact Cardholder Services for a full list of fees.