Microsoft Word - 15218_Wisely_FAQ_Eng

WISELY

PAY FREQUENTLY ASKED QUESTIONS

Getting Started

Important information about procedures for opening a new prepaid 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 an account. What this means for you: When you open a prepaid card account, we may

require that you provide your name, address, date of birth, Social Security number, tax identification

number, and other information that will allow us to identify you. We may also ask to see your driver’s

license or other identifying documents.

How do I activate my card?

To activate your card, visit https://www.activatewisely.com or call 866.313.6901. You will need to

choose a PIN (Personal Identification Number) when you activate your card.

Where can I get the myWisely® app?

Right here. Access your card account anywhere, anytime. You can check your balance, view transaction

history, find nearby ATMs, see spending trends and set aside savings.

What are the benefits of upgrading my card?

Upgraded cardholders get access to premium features that allow you to add funds to your cards from

a variety of places: second jobs, Western Unions, and government benefits. All for no fee.

How can I upgrade my card?

Call us at 866.313.6901.

Adding Money

How do I add cash to my card?

You have a couple of options.

Reload @ the Register

™

You can add cash ($20-$500) on your Wisely card at almost every major retailer near you using

Reload @ the Register for a flat fee of $4.95 (subject to card and balance limits), in addition

to the amount you wish to load onto your Wisely card.

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Retailers include CVS, Dollar

General, Rite-Aid, 7-Eleven, Walgreens, Walmart, and many more. Over 70,000 locations

nationwide! Just hand your cash to the cashier. They will swipe your card and the money will

automatically load onto your card.

Western Union

You can visit any Western Union location in the U.S. to add cash to your card (third-party load

fees may apply).

Log into your cardholder account at myWisely.com for more information on

how to add cash or visit https://wiselypay.adp.com/my-card/.

Additional Retail Locations

You may load $20-$500 in cash on your Wisely card at over 70,000 retail locations nationwide

using MoneyPak® for a flat rate of $5.95 (subject to card and balance limits), in addition to the

amount you wish to load onto your Wisely card. Retailers include CVS, Dollar General, Rite-Aid,

7-Eleven, Walgreens, and Walmart. You should confirm your access to this feature before

attempting to load cash to your card.

Learn more about how to reload your card with cash at

moneypak.com.

Can I transfer funds to my bank account or another card?

Yes! You must first upgrade your card at no cost. Call 866.313.6901 to upgrade.

1. Register or log into the myWisely mobile app

or myWisely.com.

2. Tap or click the transfer arrows in the upper right corner.

3. Enter your routing number and account number of the receiving bank or card

to complete the transfer.

Please note: it may take 3 business days to enroll and validate an account at another financial

institution. And once an account is validated, it may take up to 3 business days to complete

each transfer.

How do I find my Wisely account and routing information?

You can get the routing and account number for your Wisely Pay card by downloading the

myWisely mobile app

or logging into myWisely.com. Go to your account settings, then tap

or click “Account Numbers.”

How do I deposit a check with my mobile device?

You can deposit a check with Ingo® Money

by snapping a photo and following the prompts in

our myWisely mobile app.

Approval times vary depending on the type of check and approval from

Ingo Money.

What are the card load limits?

The maximum load limits to your Wisely card via Western Union, Ingo, Reload @ the Register or

MoneyPak are currently as follows:

Reload Through Western Union

$1,500/day

$5,000/month

Reload Through Reload @ the Register or MoneyPak

$1,500/day or 4 loads

$3,500/week or 7 loads

$5,000/month or 20 loads

Ingo Per Check Deposit Limit

$1,500

Ingo Monthly Check Deposit Limit

$5,000

ADP

may increase or decrease these limits from time to time at its discretion and without notice to you.

Can I add money from other sources?

Yes. If you pass a validation process, the primary cardholder can direct deposit income from second

jobs, your tax refund, or other government benefits onto your Wisely Pay card.

Enter your account and

routing numbers into the applicable direct deposit form or hand it to the HR person responsible for

your pay. To retrieve these numbers, register or log into the myWisely mobile app

or at myWisely.com

and visit your account settings, then tap or click “Account Numbers.”

Using Your Card

How do I make purchases with my card?

You can use your Wisely Pay card on the phone, online, or in any store that accepts Debit Mastercard®

or Visa®. You can also add your Wisely Pay card to your mobile wallet. Pay with a single touch

anywhere Apple Pay®, Samsung Pay®, or Google Pay™ is accepted.

Is there a fee to make internet purchases with my card?

There is no fee to make Internet purchases with your Wisely card.

How can I get cash using my card?

You’ve got a few options.

ATMs. You can get cash at millions of ATMs worldwide. There are also 80,000 surcharge-free

ATMs nationwide where you can get cash with your Wisely Pay card. Click here or log into

myWisely to find in-network, surcharge-free ATMs in your area.

Banks. You can go to any participating bank and withdraw all of your money to the penny.

Inform the teller you wish to do an over-the-counter transaction, and tell them the amount you

would like to withdraw. You may be asked to show your ID. Find participating banks here.

Walmart Retail Outlets: You can go to select US Walmart retailer checkout counters, access

cash without making any purchases or paying fees, and get to-the-penny cash.

Can my card be used to make debit or credit transactions?

Your Wisely card can be used to make either a debit or credit transaction. Debit transactions will

require a personal identification number (PIN) and are best used when you want cash back from a

merchant. These transactions do not incur a fee. Credit transactions do not require a PIN and do not

incur a fee.

How can I start saving money?

It’s easy! Register or log into the myWisely mobile app

or at myWisely.com. Tap or click

“Future,” and start saving today. myWisely will even discover opportunities for you to rollover extra

cash into your savings envelope.

How do I use my card to pay for recurring monthly payments (such as mobile phone)?

Contact your biller/retailer for their direct bill payment options to see if they accept card payments.

they do, enter in your card information into the recurring billing payments form.

Can I request a card for a spouse or family member?

Of course! Primary cardholders will be able to transfer funds to and from secondary cardholders. You

and all secondary cardholders may be required to pass an additional validation process. Each person

has full and immediate access to the funds on their individual card. But please note that secondary

cards cannot be used internationally. To order another card,¹ log into your account at myWisely.com

or the myWisely mobile app.

Click or tap the menu button in the upper right corner and scroll to the

button at the bottom of this menu to order another card. Follow the screen instructions from there.

How do I check my balance and view transaction history without a fee?

myWisely.com or the myWisely mobile app allows you to check your balance, view transaction history,

find nearby ATMs, see spending trends, and much more. You can access your card account online or

from your phone, anytime, anywhere, with myWisely. You can also set up email and text alerts,

including low balance notifications at whatever amount you decide.

Can I add my Wisely Card to Apple Pay, Samsung Pay, and Google Pay?

Wisely cards can be added to mobile wallets for use at participating stores, online and on apps that

accept Apple Pay, Samsung Pay, and Google Pay.

What are pending transactions?

This is the amount of money that has been set aside for purchases made with your card, but has not yet

been collected by the merchant.

What is a pre-authorization hold?

Certain purchases (hotels, restaurants, car rentals, gas stations, etc.) require pre-authorization and may

temporarily hold money from your card balance that would be greater than the actual purchase

amount once the purchase is processed. The money will be released, and your balance will be

adjusted. Availability of the pre-authorized money could take up several days to be released into your

card balance.

Gas Stations

When using your card at gas stations, it is best to prepay for the exact amount at the cashier. If

you pay at the pump, a hold of up to $100 or more may be placed on your card. This hold may

last up to 5 days. (Hold times may vary depending on the merchant.)

Restaurants

Restaurants may automatically add up to 25% or more to your bill to cover a tip. If you do not

have a sufficient balance on your card to cover the amount, the transaction will be declined.

Hotels

Hotels may place a hold on your account for your room reservation. It is typically released

upon checkout but may last up to a couple of weeks.

Why do the pre-authorization hold times differ?

Some merchants may require different authorization hold times. The above information is a

reference and not a guarantee of hold length.

Can I use my card to pay bills?

You can pay merchants who accept Visa or Mastercard debit cards directly with your card without a

fee. Contact your billers/retailers for their direct bill payment options as third party fees may apply.

You will also be able to use the services of a third-party bill pay provider by logging into your account

on the myWisely mobile app

or at myWisely.com. Click on link to the third party’s website once

logged in. Please refer to the separate terms and conditions and fees pertinent to the bill payment

service provider.

What transactions are not allowed on the card?

You cannot use the Wisely card for unlawful Internet gambling or any illegal transaction.

Does Wisely offer EMV chip cards?

We have released EMV (chip) cards for our upgraded cardholders! To upgrade call 866.313.6901.

Can I use my Wisely card outside of the U.S?

To use your Wisely Card for transactions outside the U.S., including U.S. territories, you are first

required to upgrade your card by passing additional validation. To upgrade, call 866.313.6901.

Your

card is charged an ATM fee when you use an international ATM. Please login to your account and

refer to the Wisely Pay List of All Fees for applicable usage fees.

Receiving and Sending Money

Can I send money to family and friends?

Absolutely. You can link your card to all your favorite peer to peer apps like Venmo®, Masterpass®,

and Zelle®.

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Got a friend that is in a bind? You can also visit a retailer near you and use MoneyPak to send

money to friends and family. Just follow these steps:

1. Grab a MoneyPak from the prepaid card rack at the register.

2. Hand your cash and the MoneyPak card to the cashier. A flat fee of $5.95 will apply.

3. Next, scratch off the unique MoneyPak number on the back of the card and give the number to

your friend.

4. Ask your friend to sign up at moneypak.com and follow the step-by-step instructions to add

money to his or her eligible card. Participating retailers include 7-Eleven, CVS, Dollar General,

Rite-Aid, Walgreens, Walmart, and many more. You can send anywhere from $20 to $500.

To learn more and find a location near you, visit moneypak.com.

Can I take this card with me if I change jobs?

Absolutely! You can use the Wisely Pay card to direct deposit money from multiple sources including

second jobs regardless of your employer.

Card Help

What if my card is lost, stolen, or used without my permission?

Don’t worry! Your card balance is FDIC insured and you are not liable for unauthorized purchases.

your card is lost or stolen, be sure to lock your card using the myWisely app. You can instantly lock

your card so it cannot be used. Log into the myWisely app and go to account settings, then open card

settings to use this feature. If you find your card, you can instantly unlock it and resume using it. But

report a lost, stolen, or damaged card to our call center immediately by calling 866.313.6901. We will

cancel your card and transfer the funds to a new card that will be sent to you.

How much does it cost to replace a lost, stolen, or damaged card?

We understand your card can be lost, stolen or damaged and that’s why we will grant one (1) free card

replacement for a lost/stolen primary or secondary card per calendar year. Each additional card

replacement for a lost/stolen primary or secondary card per calendar year will incur a fee.

What happens if my card is expiring or expired?

No worries. Your new card will come in the mail! We’ll send an updated card your way as the

expiration date on your card gets closer. If you don’t receive the new card before your current one

expires, please contact us at 866.313.6901.

How can I change my PIN number?

If you would like to change your PIN, you can log into the myWisely app and tap card settings to enter

a new PIN.

How do I change or update my personal information?

You can update your email, street address, and phone number directly from the myWisely app or

myWisely.com.

To change your personal information on the myWisely mobile app or myWisely.com:

1. Go to Account Settings.

2. Tap the Profile Info button.

3. Make your changes

What if I forgot my User ID or Password?

You may request your username and password here or on the myWisely app.

What if I forgot my PIN?

If you forget your PIN or would like to change it, you can do so by calling Cardholder Services, using

the phone number on the back of your card.

Can you tell me more about additional fraud protection?

Transactions that qualify are protected by either the Visa or Mastercard Zero Liability Policy.

The Zero Liability Policy provides protection from unauthorized purchases. Other restrictions may

apply. You may also have other protections under applicable law, such as Federal Regulation E, which

implements the Electronic Funds Transfer Act. Please refer to the Cardholder Agreement you received

when you enrolled for the Wisely Pay card. You can view the Cardholder Agreement on the myWisely

app

or at myWisely.com. With Wisely Pay, cardholders have additional fraud protection. Transactions

made outside of the cardholder’s residential state and adjoining states may be declined unless the

cardholder calls cardholder services and requests to temporarily allow transactions in the additional

area(s).

Fees

Are there fees for using my card?

There are no overdraft fees because we will not allow you to overdraw your card.

There are no

minimum balance fees. There are no monthly fees or annual fees. There are, however, inactivity fees of

$4.00 assessed on a monthly basis after 90 days of inactivity. Keep in mind there are also charges

for using certain features on your Wisely Pay card. Please log into your Wisely account and refer to the

Wisely Pay list of all fees for applicable usage fees.

Disputes

What do I do if I have a question or think there is an error with a transaction on my card?

If you have a question about your account, contact Wisely Member Services at 866.313.6901. They will

be able to provide assistance.

How do I dispute a transaction?

If you notice unauthorized charges on your account, contact Wisely Member Services at 866.313.6901.

They will be able to review the account transaction history and provide assistance.

How long does a transaction dispute take to resolve?

An average transaction dispute will be resolved within days.

Will Wisely freeze my funds while a dispute is being resolved?

Wisely does not freeze funds while investigating disputes. If you recognize unauthorized activity on

your account, we recommend you have a new card issued. When a new card is requested, the current

card will become invalid, and it may take up to 10 business days to receive a new card. Expedited card

delivery is available for an additional fee.

We know that customers having access to their money is extremely important and we strive to resolve

customer issues quickly. Customers should include all relevant details when submitting a claim to help

speed up the process.

How do I reach the Wisely support team?

If you need to speak with Wisely Member Services or contact us with questions, concerns, or issues,

you can reach us at 866.313.6901.

We’re open 24/7:

NOTE: The myWisely mobile app is only available on devices using the following versions:

• iPhone (iOS 10.0 or later)

• Android (5.0 and up) devices

Travel Notices Frequently Asked Questions

To help protect you against fraud, we’ve added travel notices for enhanced security. Your Wisely card

will work in your home state and any bordering state upon activation. However, if you travel beyond

your area, login to your myWisely app or myWisely.com, open card settings, and add a travel notice in

order to avoid declines on your card.

Additional verification is required to use this feature internationally.

What is a travel notice?

A travel notice allows you to use your Wisely Pay card while traveling outside of your home state and

bordering state(s).

How can I set a travel notice?

may also call cardholder services at 866.313.6901.

What happens if I forget to set a travel notice?

Your card may be declined if you travel outside of your home state and bordering state(s).

How long will it take me to set a travel notice?

It takes only seconds to select a travel notice and help protect yourself against fraud.

What should I do if my card is declined when traveling?

services at 866.313.6901.

How long does it take for a travel notice to take effect?

A travel notice becomes effective immediately upon saving changes.

How do travel notices help protect me from fraud?

It reduces the opportunity for out of state and international fraud, providing you more protection.

Is a fee charged if my card is declined?

There is not a fee charged if your card is declined.

What do I do if I misplace or lose my card while traveling?

You can instantly lock your card on the myWisely app so it cannot be used. If you find your card, you

can instantly unlock it and resume using it. If you cannot find your card, please contact cardholder

services at 866.313.6901and order a replacement card.

Why would I want to lock or unlock my card?

Your card cannot be used while it is locked, adding an additional level of security. You can lock or

unlock your card by logging into the myWisely app or visiting myWisely.com.

Disclosures

1 To help the federal government fight the funding of terrorism and money laundering activities, the USA PATRIOT Act

requires all financial institutions and their third parties to obtain, verify and record information that identifies each person

who opens a card account.

2 Please allow up to 3 weeks for your pay to be loaded to the card after initial setup of direct deposit to your card.

3 Because this card is prepaid, you can only spend what is on the card and thus are unable to overdraft.

4 Please review your cardholder agreement to learn how this applies to you.

5 The number of fee-free ATM transactions may be limited. Please see your cardholder agreement fee schedule for more

information.

6 Wisely Direct by ADP is not a credit card and does not build credit.

7 Standard text message fees and data rates may apply.

8 Additional terms and third-party fees may apply.

9 See your Cardholder Agreement for full zero-liability information.

10 Nearly 100% of cardholders receive their pay on or before 9am on payday.

11 You may load $20-$500 in cash for a flat rate of $5.95 (subject to card and balance limits), in addition to the amount you wish

to load onto your Wisely card. You should confirm your access to this feature before attempting to load cash to your card.

12 Amounts transferred to your savings envelope will no longer appear in your available balance.

13 You must first pass an additional verification process.

14 There are limits on frequency and amounts of cash withdrawals at Walmart.

The Wisely Pay MasterCard and Visa cards are issued by Fifth Third Bank, N.A., Member FDIC, pursuant to a license from

Mastercard International or Visa U.S.A. Inc. The Wisely Pay prepaid card can be used everywhere Debit VISA or Mastercard

is accepted.

Masterpass and Mastercard are registered trademarks, and the circles design is a trademark of Mastercard International

Incorporated. Apple, the Apple logo, and Apple Pay are registered trademarks of Apple Inc. App Store is a service mark of Apple

Inc., registered in the U.S. and other countries. Google Pay, Google Play and the Google Play logo are trademarks of Google LLC.

Samsung Pay is a registered trademark of Samsung Electronics Co., Ltd.

Western Union is a registered trademark of Western Union Holdings, Inc. Ingo is a registered trademark of Ingo Money Inc.

MoneyPak is provided by Green Dot Corporation. Green Dot and MoneyPak are registered trademarks of Green Dot Corporation.

Reload @ the Register is a trademark of Green Dot Corporation. Venmo is a registered trademark of PayPal, Inc. MoneyPass is a

registered trademark of Genpass, Inc. Allpoint is a registered trademark of ATM National, LLC. Plastiq is a registered trademark

of Plastiq, Inc.

Wisely, myWisely, and the Wisely logo are registered trademarks of ADP, LLC. ADP is a registered ISO of Fifth Third Bank,