Frequently Asked Questions smiONE™ Visa® Prepaid Card  

Basics 

 

What is the smiONE™ Visa Prepaid Card? 

The smiONE™ Visa Prepaid Card is a reloadable, prepaid card issued by The Bancorp Bank pursuant to a license from Visa U.S.A Inc, and can be used everywhere Visa debit cards are accepted. Also, important to know is that this card is safer than cash because if it is lost or stolen you are protected by the Visa Zero Liability policy*, as long as you notify us promptly. 

*The Visa Zero Liability policy does not apply to ATM transactions, PIN transactions not processed by Visa, or certain commercial card transactions. Cardholder must notify issuer promptly of any unauthorized use. Consult issuer for additional details or visit www.visa.com/security. 


Do I need a bank account to get a card? 

No. You do not need a bank account to get the smiONE™ Visa Prepaid Card. Once you get your card you will have several options for loading funds to your card, including automatic Direct Deposit from your employer, so there is no need to have a bank account. 


Are there fees associated with using my smiONE™ Visa Prepaid Card? 

Yes. You will receive a Cardholder Agreement when you receive your card. The Cardholder Agreement lists all fees associated with the  smiONE Visa Prepaid Card. The Cardholder Agreement can also be accessed from the smiONE website. While there are fees associated with the card, you can reduce (or even eliminate) fees by using the no-cost options for obtaining cash and making purchases including: 

  • One (1) no-cost ATM* withdrawal at any Allpoint® (in-network) ATM per deposit** 

  • One (1) no-cost bank teller withdrawal per deposit** from domestic financial institutions that display the Visa Acceptance Mark 

  • Unlimited no-cost purchases anywhere in the United States where Visa debit cards are accepted (POS merchants, mail order/ telephone, Internet) 

  • Unlimited no-cost cash back with purchases everywhere Visa debit cards are accepted and the merchant provides a cash back option 

*You may be charged a fee by the ATM operator. This ATM fee is a third party fee assessed by the individual ATM operator and is not assessed by us. Any third party ATM fee will be charged to your Card Account. 

**The no-cost withdrawals do not accrue. Each no-cost withdrawal expires upon a subsequent deposit, and a new no-cost withdrawal option is awarded. 

 See your Cardholder Agreement for details, which is available after login at www.smionecard.com 


Is thesmiONE™ Visa Prepaid Card a credit card? 

No. The smiONE™ Visa Prepaid Card is a reloadable and reusable prepaid card. To spend money you must first load money onto your smiONE™ Visa Prepaid Card account. You can add cash by direct depositing funds from your paycheck or a benefits provider such as Social Security, disability, tax refund, and others. When you use the smiONE Visa Prepaid Card, the amount of your purchase is deducted from the loaded balance. A tax refund may only be direct deposited into an account that is in your name.  This means that if you file a joint return, the name of the primary filer must match the name on the account. If a tax refund is directed to an account that is not in your name it may be rejected and returned to the IRS.  No more than three electronic refunds can be deposited into a single financial account or prepaid card. If you exceed this limit you will receive notice from the IRS and a paper check refund. 

Additional Cardholders 
 

Can I add another smiONE™ Visa Prepaid Card to my card account to give to a family member or friend? 

Yes, you may request additional cards, also referred to as secondary cards, for another person.  The maximum number of such cards permitted is five (5). You will be able to choose what kind of secondary card each person receives. 

The secondary cardholder must be at least 13 years of age (or older if you reside in the state or other jurisdiction where the majority age is older). The Primary cardholder controls how much to share with the secondary cardholder. 

The name of your family member(s) or friend(s) will be embossed on the additional smiONE Visa Prepaid Card(s), and each card will have its own unique card account number. 

Note: The primary cardholder is responsible for all transactions and fees incurred by themselves; any authorized person; and any additional cardholder(s) on the account according to the terms of the Cardholder Agreement. The primary cardholder is required to notify smiONE Card Services to revoke permission for any person previously authorized to use their card. 


Can I order an additional card for a person living outside of the United States? 

No. The information required to obtain an smiONE™ Visa Prepaid Card needs to be verifiable information including name, physical U.S. address, date of birth, home phone number, and identifying documents. At this time, cards may only be issued to valid US addresses, even if the person overseas has a Social Security number or other valid identifying documents. 


How do I get an additionalsmiONE Visa Prepaid Card? 

To order an additional smiONE™ Visa Prepaid Card for a friend or family member, log in at www.smionecard.com and enroll for a card for a friend or family member. 


How can I remove a secondary cardholder from my card account? 

You will need to call smiONE Card Services using the number on the back of your card to advise that you are revoking a secondary cardholder’s use of their card account. 

Note: If the primary cardholder requests us to revoke another person\'s use of their card account, we may revoke the primary cardholder’s card account and issue a new card account with a different number. The primary cardholder is wholly responsible for the use of each card on the account according to the terms of the Cardholder Agreement. 
 

Card Activation and Fees 
 

What are the fees for my smiONEVisaPrepaid Card account? 

For a list of fees, log on to www.smionecard.com and consult your Cardholder Agreement. 


After I receive mysmiONE Visa Prepaid Card, how do I activate it? 

Once you receive your card, you will need to activate it before you can load funds on it or use it for purchases. To activate, call the 24-hour automated phone system using the number on the back of your card and follow the prompts. You will also select a four digit Personal Identification Number (PIN) so you can use your card at an ATM and/or get cash back at the point of sale (if you use the "debit" option). You can also activate your card at www.smionecard.com. 

 

Card Loads 
 

How do I load money to my smiONE Visa Prepaid Card? 

The BEST way to have money added to your smiONE™ Visa Prepaid Card is through our  Direct Deposit service. You will need to provide your Account Number and Routing Number which can be found after login at www.smionecard.com. With Direct Deposit, you can have your paycheck, disability, and government checks (e.g., Medicare, Social Security, tax refund) sent directly to your smiONE™ Visa Prepaid Card account. A tax refund may only be direct deposited into an account that is in your name.  This means that if you file a joint return, the name of the primary filer must match the name on the account. If a tax refund is directed to an account that is not in your name it may be rejected and returned to the IRS.  No more than three electronic refunds can be deposited into a single financial account or prepaid card. If you exceed this limit you will receive notice from the IRS and a paper check refund 


Can I load my tax refund to mysmiONE™ Visa Prepaid Card account? 

Yes. Have your tax refund loaded directly to your card account by including the smiONE™ Visa Prepaid Card account Routing Number and Demand Deposit Account (DDA) number (NOT your 16-digit card account number) provided on your Direct Deposit form. You can use this information whether you are filing online, by mail, or through your local tax preparer. 

A tax refund may only be direct deposited into an account that is in your name.  This means that if you file a joint return, the name of the primary filer must match the name on the account. If a tax refund is directed to an account that is not in your name it may be rejected and returned to the IRS.  No more than three electronic refunds can be deposited into a single financial account or prepaid card. If you exceed this limit you will receive notice from the IRS and a paper check refund. 


What happens to my Direct Deposit if I change jobs? 

The payments from your previous job will stop automatically when your employer stops paying you. To re-start Direct Deposit with your new job, simply fill out another Direct Deposit form, select how much of your pay you would like deposited each pay period, sign the form and hand it to your new employer. Remember, you should review your Cardholder Agreement for your restrictions (daily and monthly) you can even have Direct Deposit from more than one employer at the same time. 


Can I stop my employer from making Direct Deposits to mysmiONE™ Visa Prepaid Card account? 

Yes. You can contact your employer to notify them of changes to your Direct Deposit requests. 


What if I am no longer eligible for government benefits? What happens to my card? 

You will need to continue to use your smiONE™ Visa Prepaid Card until the card has a zero-dollar balance. If no other deposits are being made to the card such as your payroll or unemployment benefits, the card can be destroyed. If other funds are being loaded to the card then continue to use the smiONE™ Visa Prepaid Card and call smiONE Card Services using the number on the back of your card, to request an upgrade to a new smiONE Visa Prepaid Card. A Card Replacement Fee may apply, consult your Cardholder Agreement for list of fees.  


Card Usage 


How do I check the balance on mysmiONE™ Visa Prepaid Card account? 

  • The best way to always know your balance is to sign up for smiONE Alerts. We can send you your current balance every time it changes, or if you prefer, once a day, or once a week. Please note that Alerts are available at no cost from us, but messaging and data rates from your wireless provider may apply. 

  • You can get your balance online at any time for no cost at www.smionecard.com. 

  • You can call the 24-hour Customer Service number on the back of your card.   

  • You can get your balance at an ATM (charges may apply—refer to the Cardholder Agreement for list of fees). 


When does mysmiONE™ Visa Prepaid Card account expire? 

Your smiONE™ Visa Prepaid Card can be used until the expiration date printed on the front of your card. If your smiONE™ Visa Prepaid Card has a balance when the card account expires, you will be mailed a new card and the remaining funds will be transferred to your new card. We encourage you to verify that your contact information; name, address, and phone numbers are correct so that we are able to deliver your new card to the correct address. 

If your smiONE™ Visa Prepaid Card account has a zero balance at expiration it cannot be renewed or reloaded. 


How secure is mysmiONE Visa Prepaid Card? 

Your smiONE™ Visa Prepaid Card account is safer than cash. Your card is protected from unauthorized purchases with the Visa Zero Liability policy. Conditions and exceptions apply - see your Cardholder Agreement for details. 

The Visa Zero Liability policy does not apply to ATM transactions, PIN transactions not processed by Visa, or certain commercial card transactions. Cardholder must notify issuer promptly of any unauthorized use. Consult issuer for additional details or visit www.visa.com/security 


Is thesmiONE™ Visa® Prepaid Card FDIC insured? 

Yes, your deposits are FDIC-insured to at least $250,000 through The Bancorp Bank; Member FDIC. 


What is the Personal Identification Number (PIN)? 

The PIN is a four-digit security feature that is used to get cash at ATMs (select "checking"). You also use your PIN when making purchases (if you select "debit") so you can get cash back. Please remember to keep this PIN safe and do not share it with anyone. Do not keep it in your wallet, or write it on the smiONE Visa Prepaid Card. You can select your PIN when you activate your card. See your card carrier or Cardholder Agreement for details about how to activate the Card and select or replace a PIN.  When you select your PIN, choose a number that you are familiar with so you don\'t easily forget it, but avoid choosing a PIN that is associated with your personal information, such as phone number, address, or date of birth. 


How do I use my smiONE™ Visa Prepaid Card to withdraw cash from an ATM? 

You can use your smiONE™ Visa Prepaid Card to obtain cash from any ATM with the Visa®, Maestro®, Allpoint® or Plus® Acceptance Mark.  All ATM transactions are treated as cash withdrawal transactions. You will need to enter your PIN when prompted, and select "checking" to access money. There may be a fee for this service, please see your Cardholder Agreement for the list of fees. The ATM terminal owner may impose a third-party fee even if you do not complete a transaction.  If you use an Allpoint® ATM, you will not incur a third party fee. 

 

Can I use my smiONE™ Visa Prepaid Card for online purchases? 

Absolutely! You may use your smiONE™ Visa® Prepaid Card everywhere Visa debit cards are accepted. Most websites also ask for your security code (3-digit code on back of card near signature panel). 


Can I use my smiONE™ Visa Prepaid Card to rent a car? 

It depends on the rental car company. Your smiONE™ Visa Prepaid Card can be used to rent a car, but because a rental car is an "open end" transaction your smiONE™ Visa Prepaid Card account may be "preauthorized" (have money held) for more money than the actual cost of the rental car. The reason for this is that the rental car company won\'t know if they need to charge you for things like gas, car damage, and extra days until you return the vehicle. The rental car company can place a hold on these funds for as long as 60 days. For this reason, some car rental companies do not accept prepaid cards. 


Can I use my smiONE™ Visa Prepaid Card to book a hotel room? 

It depends on the hotel. When you make a reservation at a hotel it is considered an "open end" transaction. That means the total amount due is unknown. The hotel has the right to preauthorize more than the initial payment to cover additional expenses or damages that could occur during your stay. The hotel can place a hold on these funds for 30 days. For this reason, some hotels do not accept prepaid cards. 


What if I want to purchase an item that costs more than the available balance on mysmiONE Visa Prepaid Card? 

If you try to purchase an item of greater value than your available card balance, the card may be declined. Some merchants are able to handle this with a "split tender" transaction. To make a purchase greater than the balance on your card, you will need to provide the merchant with a second payment method; cash, check, or a credit card; to cover the difference. When making your purchase, you must first tell the cashier in advance how much to deduct from your smiONE Visa Prepaid Card, and how much you will use from the second payment method. Please be advised not all merchants can handle these "split tender" transactions. 

 

How do I check my current balance or recent transaction history? 

Keeping you up to date on your available balance is important to us. You can check up to the minute balance and transaction information at www.smionecard.com. The My Account page displays transaction history and available balance. Also, you can opt-in for smiONEAlerts via SMS text message or e-mail. Standard text messaging rates from your wireless service provider may apply. These convenient services alert you of your balance when any card activity occurs. You can opt-in for these services when you log in to your account, and select "Alerts.” You can also contact Customer Service using the phone number on the back of your card. 

You also have a right to obtain a sixty (60) day written history of Card Account transactions, at no cost to you by calling smiONE Card Services_using the number provided to you on the back of your card or by writing to smiONE Card Customer Service, PO Box 2489, Carrollton, GA 30112.   


What happens if my smiONE™ Visa Prepaid Card is lost or stolen? 

See your Cardholder Agreement for details and the telephone number to call to report a lost or stolen card. 


How do I dispute a transaction or report unauthorized or fraudulent use of my card? 

For information about disputes see your Cardholder Agreement for details or call smiONE Card Services using the number on the back of your card. 

 
How do I close my
smiONE™ Visa Prepaid Card account? 

The easiest way to close your card account is to withdraw your funds at an ATM or spend any remaining funds at a retail store. If you would like a refund of your remaining balance by check, (Fees and limits apply for ATM use and a refund check; see your Cardholder Agreement) contact Customer Service using the number on the back of your card.   

I\'ve moved, how do I update my address on my account? 

In order to change your address for your smiONE™ Visa Prepaid Card account, you can go to the website at www.smionecard.com to update your information. You can also call smiONE Card Services using the number provided on the back of your card. 


smiONE Alerts 



What are smiONE Visa Card Alerts? 

Messaging and data rates from your wireless provider may apply, check with your cell phone carrier for rates and availability With smiONE™ Alerts, you automatically get a text message and/ or e-mail when specified card account activity occurs. You can get an available balance Alert automatically at the same time every day, or every week - and/ or get an Alert only when you make a purchase, withdrawal, or other transaction 
You can choose from any or all of the following Alerts: 

  • Daily or weekly available balance Alert 

  • Alerts about transactions you make 

If you provide us your e-mail address at enrollment, we will send you an e-mail with your available account balance after each value load, purchase, or cash-type transaction. You can update or change your preferences at any time after receipt of your card. 


How much does smiONE Visa Card Alerts cost?  

There is no cost for Alerts from smiONE Visa Prepaid Card, however, messaging and data rates from your wireless provider may apply, and your cell phone must be text message enabled. Please check with your cell phone carrier for rates and availability. 


How do I sign up for smiONE Visa Card Alerts? 

You can sign up for smiONE Visa Card Alerts by logging into your card account online at www.smionecard.com and selecting "Alerts.” However, messaging and data rates from your wireless provider may apply. 


How do I cancel smiONE Visa Card Alerts? 

  • You may opt out of the SMS text  smiONE Alert service at any time by texting "STOP" to the message. This will immediately unsubscribes you from the service and you will no longer receive text messages unless you opt in again via the website at www.smionecard.com. 

  • You may opt out of e-mail and/SMS text Alerts by logging in to www.smionecard.com and unchecking all the selected Alert preferences. 

  • You may stop individual Alerts by logging in to www.smionecard.com and unchecking the boxes for the individual Alert preferences you want to cancel. 

 

Questions About the smiONE™ Visa Prepaid Card Website 

How secure is my card account information? 

The smiONE™ Visa Prepaid Card website uses the latest 128-bit encryption technology to secure your card account and personal information online. smiONE follows strict procedures to ensure that your card account and personal information is never shared or misused in any way. For more information regarding your privacy, please view our Privacy Policy on the website (www.smionecard.com.). 


Which browser works best with your website? 

The smiONE™ Visa Prepaid Card website is best viewed with Microsoft Internet Explorer 7.0 or higher, Firefox 2.0 or higher, or Safari 3.0 or higher. 

 

 
 

 

The smiONE™ Visa Prepaid Card is issued by The Bancorp Bank pursuant to a license from Visa U.S.A. Inc.

The Bancorp Bank; Member FDIC.
IMPORTANT INFORMATION ABOUT PROCEDURES FOR OPENING A NEW CARD ACCOUNT: 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 a Card Account. What this means for you: When you open a Card Account, we will ask for your name, address, date of birth, and other information that will allow us to identify you. We may also ask to see a copy of your driver\'s license or other identifying documents.

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