Account Holds and Dispute Help

Who can I talk to if I don't understand or agree with my balance?

Call us if you have questions regarding your balance.

How do I dispute charges on my prepaid account?

If you see a charge that you don't recognize, call us to file a dispute. Have the transactions details available when you call. Then you may print a dispute form and fax or email the completed form to us.

Why does my prepaid account have a hold?

Holds are placed on signature-based transactions like rental cars, hotels and some restaurants.

Why do I have a hold on my account balance after purchasing gas?

If you purchase gasoline using a credit transaction some gas stations may place a hold on your account for approximately $126 or more which may limit access to your account balance for up to 5 business days.

To avoid such holds, we recommend that you purchase gas using a debit transaction. Simply swipe your card at the pump or take your card inside to the cashier and use your card and PIN to pay for the gas using a debit transaction.

Why is my hold greater than my purchase?

Some holds are placed on your funds in an amount higher than the actual service. This does not mean a merchant is charging you more; it is to ensure sufficient funds are available in case additional charges need to be applied, such as late fees or damage fees.

How long do holds stay on my prepaid account?

Holds usually fall off your prepaid account automatically in approximately 5 business days from the date of service. Hotels and rental car merchant holds may take longer depending on policies.
  • If there is no charge on your card yet: Please give the merchant time to process the charge. This usually takes 5 days.
  • If there is still a hold after the actual charges were posted to your card: Temporary holds usually take 5 days to clear after the charge is posted. If the hold is still present after 5 days, contact customer service for assistance.

How do I release a hold on my prepaid account?

All holds automatically drop off; you don’t need to do anything. The time varies depending on the merchant. To release an authorization early, we’ll need a fax from the merchant. Call us for details.

I just added money to my prepaid account for the first time and the balance shows an amount less than what I added, what happened to my money?

Once you load your AccountNow Gold Visa Prepaid Card, your Monthly fee will begin. See our pricing & fees for more details. There is no account set up or activation fee for the AccountNow Gold Visa Prepaid Card.

Why did I receive an AccountNow card in the mail with my name on it?

We send personalized cards to customers who sign up for our cards. In addition, we periodically send marketing offers to potential customers via postal mail which may include a personalized prepaid card. In the case of a marketing offer, the card is not active and cannot be used unless you activate it by providing information to open the account, such as your Social Security number, date of birth, and contact information. This is not a credit card and no credit report was obtained to make this offer. If you received an AccountNow prepaid card in the mail you can either activate the card account or destroy the card if you are not interested in the offer. If you feel that you received the offer in error and would like to speak with an AccountNow representative, please call AccountNow Customer Service at 800-708-7166.

Why did I receive an automated voice message from AccountNow?

You may have received an automated phone call when you signed up for an Accountnow prepaid card. We place courtesy calls to new customers to let them know their card is being shipped and give them helpful "getting started" tips. If a prospective customer entered an incorrect phone number in their application, the message would go to an unintended phone number. If you did not sign up for a card and believe you received a call in error we can remove your number from our call list by calling 800-708-7166.

Visa Logo- AccountNow Prepaid Visa
AccountNow, Inc. is a BBB Accredited Financial Service in San Ramon, CA

© 2019 Green Dot Corporation. New cards are provided by Green Dot Corporation, a member service provider for Green Dot Bank, and issued by Green Dot Bank, Member FDIC, pursuant to a license from Visa U.S.A. Inc. Green Dot is a registered trademark of Green Dot Corporation NMLS ID 914924. Deposits under any of these trade names are deposits with Green Dot Bank and are aggregated for deposit insurance coverage. For existing card accounts, please see back of card or log in to your account to see the card issuer.