OnCard

Frequently Asked Questions

 

 

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Spending with Your OnCard

Can OnCard be used for online purchases?

Yes. OnCard is a great tool for online purchases.

Can OnCard be used for PIN purchases?

Yes, you can use OnCard for PIN purchases.

Can OnCard be used for credit/signature purchases?

Yes. If the merchant’s terminal accepts credit, select the credit option. You will be asked for your signature and will not be asked for your PIN. Please note that your card is still a prepaid debit card and can only be used for the funds available on your account. Selecting credit only changes the way the card processes. It does not change your card type, and therefore does not extend you credit.

Can I pay bills with my OnCard?

Yes. You can use your OnCard the same way you would use any Visa card for payments.

What happens when I return something I bought with my OnCard?

Any refund for goods or services will be provided in the form of a credit to your OnCard. While most merchants settle these at night, this may vary depending on the merchant. Verify with the merchant when you should expect to see a credit. Typically, a credit from a return should reflect on your OnCard within a few business days.

Can I use Apply Pay, Samsung Pay or Google Pay with OnCard?

These services are currently not supported by OnCard.

What is an Authorization Hold?

When paying for certain kinds of transactions with your OnCard , the merchant accepting the card may request advance authorization of that transaction and may estimate the amount of the transaction. This is usually because the final purchase amount is not known at the time you present your card. For example:

 

  • Gas stations will accept the OnCard  to prepay for fuel inside the station, but "pay at the pump" purchases may be authorized for an amount greater than the gas purchase.
  • Restaurants, hotels, and car rental agencies may get authorization for an estimated purchase amount, rather than the actual purchase amount.

 

An “Authorization Hold” is a temporary hold on the funds available on your card for the amount of that authorized transaction. An Authorization Hold generally will be released within 3 business days after the date we authorized that transaction. However, certain merchants—especially rental car companies, hotels, and others that authorize high dollar amounts—may cause an Authorization Hold to remain in effect for an extended period of time. You can see each Authorization Hold on the funds available on your card at any time by calling the number on the back of your card or logging in to the OnCard  app or website. Certain transactions may be handled differently by different merchants. If you are unsure of a merchant's policy, it's best to ask before presenting your card.

Are there limits on purchases or other withdrawals?

There is a daily limit for cash from an ATM of $500. The maximum amount for cash back from merchants is $100 per transaction and $500 per day. The daily limit for over-the-counter cash at a third-party bank is $100 per transaction and $300 per day. The daily limit for all transactions, including purchases at Visa Merchants, is $3,000.

What's the difference between my pending transactions and posted transactions shown on the OnCard app or website?

Pending transactions are authorizations for a specific amount that have not yet been processed for payment. The funds are still in your account, but are reserved and cannot be used. A posted transaction has been submitted and cleared for payment. The amount of the transaction has been deducted from the funds available on your OnCard.

How can I withdraw cash with my OnCard?

You can withdraw cash at any ATM that displays the Visa or STAR logo. There is no fee when receiving cash from any of our banking center locations.

Some merchants will allow you to receive cash back when you use your OnCard  and PIN to make a purchase. 

Can I use my OnCard while traveling?

Absolutely. OnCard is great for travelling. The reserve feature helps you store money in advance for travel expenses. The OnCard app gives visibility to your spending. Also, additional OnCards are great for families with teens to establish or manage a travel budget. 

As with other payment tools, we recommend notifying the bank of your travel plans to help avoid card disruption while traveling. While Visa is accepted worldwide, for international travel, please be aware that OnCard does not currently come with an EMV chip. Some countries require chip technology, so please check your country of travel for chip requirements before you leave. 

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Engaging with Your OnCard

How do I start my budget?

Knowing where to start can be the hardest budgeting step. OnCard solves that issue. For the first month, simply use your OnCard for all your everyday purchases and the app will establish a budget based on your spend. Traditional budget tools use a template that assumes everyone spends the same way based solely on income. 

After you've learned where you’re spending, you can plan the budget you want by adjusting category allotments to fit your needs.

The app will help you track where you're within budget and where you're over budget to help you be conscious about the spending choices you make.

Trend reports are created in the app that give you visibility month to month so you can continue to fine-tune and adjust your budget as desired.

OnCard helps make budgeting more personal, real, and puts you in control.

How do I set aside money within OnCard for later use?

OnCard  allows you to remove funds from your available balance and save them for later. 

Login to your OnCard  app or website, select Add Money > Reserve, then specify the amount you want to reserve

Funds in Reserve can’t be used towards purchases until you move them back to your available balance.

How do I check my balance or see my transactions?

You can check your balance and transactions any time in the OnCard app or website. You can also call the number on the back of your card.

Will I receive statements showing charges on my OnCard?

Yes. Once you activate your OnCard, you will receive periodic electronic statements showing all activity on your OnCard. To access your statements, go to My Account > Statements within the OnCard app or website.

Can I lock and unlock OnCard?

Yes. You can lock and unlock your OnCard using the app or website. The Primary OnCard account holder can lock and unlock additional OnCards within their account.

What are Alerts?

Alerts are a way of getting automated notifications about your balance, transactions, and status. You choose the Alerts you want to receive and how you want to receive them—either as an email, or push notification delivered to your wireless phone or other mobile device. Standard messaging or data rates may apply.

How do I set up Alerts?

Within your OnCard app or website, select My Account > Alerts. You can choose to receive alerts for additional OnCards as well. Remember to check your phone settings to allow push notifications from OnCard.

What if I need a replacement card?

You can order a replacement card using the OnCard app, website, or by contacting the number on the back of your card. Your first two replacement cards are free. There is a $5 fee per replacement thereafter.

What if my OnCard is lost or stolen?

First, lock your card using your OnCard  app or website. Second, notify the bank. You can use your OnCard app or website by selecting Card Management > Report Card Lost/Stolen, or call 800-281-0301 (Option 2). If your card has been used for unauthorized purchases, a customer service agent will be able to assist you with the dispute process.

What do I do when my OnCard expires?

We will send you a new card before your expiration date. Please remember to update any recurring payments, as your replacement card will have a new number.

How do I update my address?

You can update your address on the OnCard  site by navigating to MyAccount >Your Address. You can also call our customer care center using the number on the back of your card, and if you’re outside the US by calling 954-233-4093 or call Amegy Bank at 888-202-1006

What control do I have for over additional OnCard on my account?

Both the primary and secondary cardholders have full controls on all cards. You can transfer money in and out of each card, lock the cards, lock the ability to manage, or fund a card. You can lock or unlock various features at any time through the OnCard app or website.

 

To manage access controls in the mobile app or website go to Card Management>Access Controls.

 

Please note, our customer service agents will assist an additional OnCard cardholder if he/she reports a card lost or stolen, even if card management is disabled. All new and replacement cards are sent to the primary cardholder address on record.

What happens to funds on my OnCard account if I close it?

For additional cards, your remaining balance will be transferred back to the primary account. 

For primary cardholders, you should remove all funds from your card prior to closing. You can do this by using your card in a split tender transaction or by bringing your card to a branch location to close. 

If the primary cardholder closes their OnCard account and funds are still remaining, the remaining balance will be transferred back to the primary cardholder’s bank account. If the bank account has also been closed, a check will be issued to the latest address on file. The refund process may take up to 30 days, so please try to use your entire balance prior to closing. 

How do I dispute a transaction?

To dispute a transaction please call the toll-free number on the back of your OnCard to speak to one our customer service representatives at 888-202-1006.