U.S. Bank ReliaCard
®
Frequently asked questions
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 prepaid debit cards.
How do I check my balance?
Online – View account online at usbankreliacard.com
Text
3
/Email – Sign up to receive email or text alerts when
funds have been deposited to your account or when your
balance gets low
Mobile banking app – Search for “U.S. Bank ReliaCard”
in the App Store
®
or Google Play
TM4
ATM – Perform a balance inquiry at an ATM
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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
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Secure – No need to carry large
amounts of cash
Save money – No more going to a
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 check
Reliable – Receive your money on time.
No more lost or stolen checks
Safe – Funds are FDIC insured and are
protected if lost or stolen
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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.
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The amounts
of purchases, bill payments or cash withdrawals are automatically
deducted from the available balance on the card.
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Getting the card
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, windowed envelope.
What information or instructions come with the card?
The card comes with:
• Instructions on how to activate the card
• A complete 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
What do I do after I receive the card?
Visit usbankreliacard.com to activate the card and choose your Personal Identication 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.
Do I receive a new card every time a payment is made?
No. Future payments will be deposited automatically onto the initial card.
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 ofces, 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.)
How can I get cash with my card?
• Cash back with purchases – at participating
merchants such as grocery or convenience stores
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• ATM withdrawal – at any ATM
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• Teller withdrawal – at any participating bank or credit union
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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”
FAQ | 2
How do I get cash at a bank or credit
union teller?
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You must know your available balance (the teller will
not have access to this information) and ask for a cash
withdrawal
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in the amount you wish to withdraw.
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
participating merchants throughout the United States
such as grocery and convenience stores. Cash can
also be obtained from any ATM
1
or over the counter
at any Visa member bank or credit union. To nd the
nearest in-network ATM, visit usbank.com/locations,
allpointnetwork.com/locator or 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 visiting
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?
Visit usbankreliacard.com to reset your PIN.
Can I still get cash if I forget my PIN?
Yes. You can go to any Visa member bank or credit union
and ask the teller for a cash withdrawal.
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How can I be notied when funds are deposited to my card?
You have the option of signing up for optional text or email alerts
3
when money is added or your card balance
gets low at usbankreliacard.com. You can also use our two-way text alert feature by texting a short code to
receive the following updates:
Using the card
Alert type Instructions
Balance alert Text BAL to 90831
Recent transactions Text TRANS to 90831
Customer Service number Text HELP to 90831
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.
NOTE: this feature may not be available for all programs. For text messages, standard messaging
charges apply through your mobile carrier and message frequency depends on account settings.
FAQ | 3
How do I transfer funds from my card to another bank account
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(“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 elds 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 usbankreliacard.com.
Using the card
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 I pay bills with my card?
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Yes. You can visit your billers’ websites
and provide your 16-digit card number
and expiration date or log on to
usbankreliacard.com.
Note: this feature may not be available
for all programs. Check your program
materials for additional details.
Can anyone else view or track my
transactions?
No. For privacy reasons, U.S. Bank does not share card
account numbers or transaction details. However, for
reconciliation purposes, your government agency does have
access to the amount and date of each deposit.
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 sufcient funds when the nal 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 logging into your
account at usbankreliacard.com.
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 Play.
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 usbankreliacard.com.
Please consult the table on the next page
for information on how to avoid fees on
certain transactions for most ReliaCard
programs. Please consult your program
Fee Schedule to determine if a specic
fee applies.
FAQ | 4
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 at no charge to make everyday purchases such as
groceries, convenience stores, etc.
• Cash back with purchases: You can ask for ‘cash back’ when making
purchases at participating merchants 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.
• Teller cash withdrawal: Go into any Visa member bank or credit union and
ask the teller for a cash withdrawal for up to the full amount available on
your card.
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• In-network ATMs: Withdraw cash at no charge at any U.S. Bank, Allpoint or
MoneyPass ATM. For the nearest fee-free ATM locations visit:
usbank.com/locations, allpointnetwork.com/locator or
moneypass.com.
ATM balance inquiries
(Out-of-network*)
U.S. Bank does not assess a fee to check your balance using any of the
following methods:
• Online – View account online at usbankreliacard.com.
• Text
3
/Email – Sign up to receive email or text alerts when funds have been
deposited to your account or when your balance gets low.
• Mobile banking app – Search for “U.S. Bank ReliaCard” for your iPhone or
Android phone.
• ATM – Perform a balance inquiry at a U.S. Bank, Allpoint or MoneyPass ATM.
How to avoid fees
FAQ | 5
*Out-of-Network ATMs means any ATM that is not a U.S. Bank, Allpoint or MoneyPass ATM.
Customer service
Can I view my account online?
Yes, at usbankreliacard.com. The following
functions can be performed online:
• PIN change
• Balance inquiry
• View card transactions
• View previous statements
• Set up alerts
• Pay bills
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
usbankreliacard.com.
What happens if my card gets lost or stolen?
You must immediately call Cardholder Services at
866.936.0317
to report your card lost/stolen and have a replacement
card sent to you in the mail, with standard delivery (up to 10 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.
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Can I contact my local bank for customer service on my ReliaCard account?
No. Utilize the website, usbankreliacard.com, for inquiries.
The U.S. Bank ReliaCard is the ofcial method of payment for DC Paid Family Leave benets.
How do I view my monthly statement?
Monthly statements can be viewed online 24/7 at
usbankreliacard.com.
What should I do if I change addresses?
Visit
usbankreliacard.com
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.
FAQ | 6
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Fees and transaction limits apply. See Fee Schedule for details.
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You are generally protected from all liability for unauthorized transactions with Zero Liability. You must
call the number on the back of your Card immediately to report any unauthorized use. Certain conditions and limitations may apply. See your Cardholder Agreement for
details.
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For text messages, standard messaging charges apply through your mobile carrier and message frequency depends on account settings.
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All trademarks and
brand names belong to their respective owners. Use of these trademarks and brand names do not represent endorsement by or association with this card program. All
rights reserved.
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Transaction limits apply. See Fee Schedule for details.
The ReliaCard is issued by U.S. Bank National Association pursuant to a license from Visa U.S.A. Inc. © 2020 U.S. Bank. Member FDIC.