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Employer Frequently Asked Questions	Employee Frequently Asked Questions

Employer Frequently Asked Questions (Back to Top)

Debit MasterCard Payroll Cards

Q.How are employees enrolled?

A.There are 3 options for employers to enroll new employees:

Option 1: Online
Using the online Secure Data Manager (webSDM) employer’s simply log in and enter their employee’s personal information.

Option 2: Batch File
Employers submit a new enrollment batch file to a secure ftp with their employee’s personal information.

Option 3: Fax or Mail
Employers can fax or mail a card order form.
 

Q.How do I pay employees with a payroll card?

A.There are 3 ways to load cards:

Option 1: Direct Deposit
Employees can be paid with the payroll card using standard direct deposit.

Option 2: Wire Transfer
You can load cards with a wire transfer to the issuing bank. Once funds are received at the issuing bank, you can either submit a batch file with funding instructions, or you can load cards individually through our secure web site.

Option 3: Card to Card Transfer
You can preload (through direct deposit or wire transfer) a card issued to someone in your payroll department. You can perform a card to card transfer to an employee’s card for instant payments.
 

Q.Do they get an account number for direct deposit?

A.Yes, each new card account will be issued a 13-digit direct deposit account number. This number is different from the 16-digit card number, and will not change if the card is lost or stolen. You will receive the direct deposit instructions after you order a card for an employee.

In addition, the employee will receive the direct deposit instructions in their welcome kit. They can use this information to set up online bill pay, or direct deposit with a second employer. The employee can also login to the secure cardholder website or call the VRU and obtain their direct deposit account number.


 

Q.How does payroll get the account number information?

A.The employer will receive the direct deposit number for each new account after the new account order is processed, and this information should be passed along to the employer’s payroll department. All direct deposit numbers are available to the employer online through the webSDM. If the employer created the new accounts through a batch file, then the return batch file also contains the direct deposit numbers. Faxed orders can receive direct deposit numbers via fax or email.

 

Q.Does payroll need to use a routing number in addition to an account number?

A.Yes and we will provide each employer with Direct Deposit Instructions.

 

Q.Once enrolled, how do employees get their cards?

A.After an employer submits a new card order, employees will receive their cards in the mail within 3-5 business days from the time the order was processed. The employee will receive a welcome kit in English and Spanish before they receive their payroll card. The welcome kit includes the closest surcharge-free Allpoint ATMs, a direct deposit slip for a second employer or bill pay site, employee frequently asked questions and money saving tips.

 

Q.How are cards activated (if they must be activated)?

A.Each cardholder must login to the cardholder website or call the automated phone line (IVRU) to activate their card.

 

Q.Does the first card payment require a pre-note?

A.No, pre-notes are optional.

 

Q.How long does it take to post payments to an employee's account?

A.Direct deposit to a payroll card works in the same way that direct deposit works to a bank account. Payments need to be submitted to your payroll provider 2-3 days prior to the employees pay date. Payments will post on the date specified in the ACH record.

 

Q.Is there a minimum/maximum payment limit?

A.No, there is no minimum. However, there is a maximum of $10,000.00.

 

Q.Is there a limit on how many payments one employee can get in a month?

A.No, employees can get unlimited payments in a month.

 

Q.Do regular ACH rules apply to the payroll card (e.g., single entry reversal within five days of settlement date, federal banking days, etc.)?

A.Yes, standard ACH rules apply.

 

Q.What is the process of replacing lost/stolen cards? Does the payroll department need to know or change the employee's account information?

A.If an employee loses their card, they need to contact customer service immediately. The card account will be closed out and a new card will be issued and mailed to the employee. The 13-digit Direct Deposit Account will remain the same, even though the card number will change. Therefore, the payroll department does not need to be notified and nor does any account information need to be changed. The balance on lost/stolen card will be transferred to the new card.

 

Q.How can we pay an employee who has lost his or her card and has not yet received a replacement card? Emergency payments?

A.Cards can be rush shipped for next day delivery. When the employee contacts customer service to notify them of a lost/stolen card, they can request that the new card be shipped for next day delivery.

 

Q.Will balances from the lost/stolen card be automatically transferred to the new card?

A.Yes, balances will automatically be transferred to the new card.

 

Q.Can we make adjustment payments (between regular payroll cycles)? If yes, how?

A.Adjustments can be made by standard direct deposit.
 

Q.Who is responsible to report changes to the employee's personal information (e.g., name, address, home phone, etc.)?

A.The employee should call customer service and provide them with the updated information.

Q.How much will this cost my company?

A.There are no fees for your company. We do not charge you or your employees to issue the card. The employees will pay a low monthly maintenance fee charged to the card. Please let your sales rep know if you would like to pay the monthly maintenance for your employees.

 

Q.Are there any liabilities for my company?

A.None whatsoever.

 

Employee Frequently Asked Questions (Back to Top)

Debit MasterCard Payroll Cards

Q. What is a Payroll card?

A. A payroll card is simply a prepaid Debit MasterCard that can be used worldwide at over 1 million locations to make purchases anywhere Debit MasterCard is accepted, and to get cash at any ATM with a Star, Allpoint, Maestro or Cirrus logo displayed. Your employer will deposit your pay directly onto the card each payday.

Q. How do I sign up to receive a payroll card?

A. Simply fill out the payroll card application from your employer, and either turn it in to your employer or mail it directly to Marlin Financial Services. There are only five pieces of information required: Name, Date of Birth, Social Security Number (or Identification Number), Mailing Address and Telephone Number.

Q. How long will it take to receive my card?

A. You will receive your card in the mail within 3-5 business days from the time your order is processed.

Q. Do I need to do anything when I receive my card?

A. Yes, you must activate your card before using - To activate your card call 1.800.808.6194 or log in to the cardholder web address listed on the back of your card and enter your 16-digit card number and your 4-digit Account Access Code (last 4-digits of your SSN or Identification Number).

Q. Where can I use my card?

A. You can use your card worldwide to make signature purchases anywhere MasterCard debit is accepted. You can also use your card with your PIN worldwide at any ATM and Point-of-Sale locations that accept the Cirrus, Maestro, Allpoint and STAR network brands.

Q. Can I use my card to make online purchases or pay bills?

A. Yes, you can use your card to make purchases and/or pay bills online to the extent you have available funds. You may need the 3-digit CVC number located on the signature panel on the back of your card, or the direct deposit number associated with your card.

Q. What is the direct deposit number issued to my card?

A. Your employer will already have your direct deposit information. For a second employer’s direct deposit, or other automatic payments you will need the following information:

Bank Name: BANKFIRST
Location: Sioux Falls, South Dakota
Routing/Transit Number: 091005768
Account Type: "Checking"
Account Number: Obtain by calling the automated phone system or logging in to the cardholder website.

Q. When will funds be available on my card?

A. Funds will be available on your payroll card by 9 a.m. EST on your assigned pay date.

Q. How do I know what I got paid?

A. Call the automated phone system or log in to the cardholder website to see the amount of your employer deposit.

Q. What do I do if my pay is wrong?

A. Contact your employer. Do not contact customer service.

Q. How do I check my balance?

A. Call 1.800.808.6194 or log in to the cardholder website. You can also perform a balance inquiry at an ATM.

Q. How do I get all my money?

A. Free and Clear Access allows you to obtain 100% of your pay. Go to any bank teller that accepts MasterCard debit and request a cash advance. Swipe your card, select “Credit” and enter your 4-digit PIN. You can request an amount to the extent you have available funds.

Q. Can I use my payroll card to purchase a Money Order?

A. Yes! Take your card to any US Post Office and you can purchase a money order using the available funds on your card.

Q. What should I do if my card has been lost or stolen?

A. Contact customer service immediately at 1.800.808.6194, and select to speak with a live agent. Customer Service will issue you a new card and transfer the remaining balance to your new card. If you need the card immediately, you may request to have one rushed to you at an additional charge.

Q. When do I use my Account Access Code?

A. Use your Account Access Code to log in to the automated phone system or the cardholder website to obtain account information.

Q. How do I obtain my Account Access Code?

A. When your card is first issued, your Account Access Code is the last 4 digits of your social security number, or identification number. You can change your Account Access Code through the automated phone system listed on the back of your card. It is very important that you memorize your Account Access Code and do not give it to anyone.

Q. When do I use my PIN (Personal Identi?cation Number)?

A. Use your PIN to withdraw funds from ATMs or Point-of-Sale (POS) terminals where Cirrus, Maestro, Allpoint and STAR network brands are accepted.

Q. How do I obtain my PIN?

A. When your card is first issued, your PIN is the last 4 digits of your social security number, or identification number. To obtain your 4-digit PIN, you must call the automated phone system listed on the back of your card and enter your 16-digit card number and 4-digit Account Access Code. It is very important that you memorize your PIN and do not give it to anyone.

Q. Can I choose my PIN and Account Access Code before I get my card?

A. No. When your card is issued, the PIN and the Account Access Code are the last 4-digits of your social security number, or identification number. However, once you have activated your card you can change both your PIN and Account Access Code by calling 1.800.808.6194.

Q. How do I order a secondary card?

A. You can order a secondary card(s) now by filling out another enrollment form. If you would like to order a secondary card later, ask your employer for the secondary card form, fill it out and either drop it in the mail or give it to your employer. Your secondary card will be mailed to you in 3-5 business days.

Q. How do I transfer money to a secondary card?

A. You can transfer money from card to card either by calling the automated phone line at 1.800.808.6194 or online at the cardholder website listed on the back of your card.

Q. What fees apply to this card?

. Cardholder fees are listed in the cardholder agreement that comes with your card and on the cardholder website listed on the back of your card.

Q. How do I find free ATM’s in my area?

A. You can call 1.800.809.0308. You will also find an Allpoint ATM locater online at the cardholder website. There you will enter the postal zip code you are in and will be shown the nearest surcharge free ATM’s to your location.

Helpful Money Saving Tips

1. Use Allpoint ATMs when available to avoid ATM-owner surcharge fees.

2. Save money by getting cash back when making a purchase instead of using an ATM.

3. Buy Money Orders with your card instead of getting cash from an ATM.

4. Don’t withdraw all of your funds. If your card is lost/stolen you will not lose all your money. Balance will be transferred to a new card.

5. Send money to family and friends and eliminate costly money transfer fees.

6. Do not tell anyone your ATM PIN or Account Access

Preguntas Frecuentes (Back to Top)

Tarjetas de Pago de Salario MasterCard

P. ¿Qué es una tarjeta de Pago de Salario?
R. Una tarjeta de pago de salario es simplemente una tarjeta de Débito MasterCard que puede ser utilizada en todo el mundo en más de un millón de lugares para hacer compras en cualquier lugar donde acepten la tarjeta de Débito MasterCard y para extraer efectivo en cualquier cajero automático que tenga el logo Star, Allpoint, Maestro o Cirrus. Su empleador depositará su salario directamente en la tarjeta cada día de pago.

P. ¿Cómo me inscribo para recibir una tarjeta de pago de salario?
R. Simplemente complete la solicitud de tarjeta de pago de salario de su empleador y entréguela a su empleador o envíela por correo directamente a Marlin Financial Services. Sólo se necesitan cinco datos: Nombre, Fecha de Nacimiento, Número de Seguro Social (o Número de Identificación), Dirección Postal y Número de Teléfono.

P. ¿Cuánto tardaré en recibir mi tarjeta?
R. Recibirá su tarjeta por correo de tres a cinco días después de que procesen su pedido.

P. ¿Tengo que hacer algo cuando recibo mi tarjeta?
R. Sí, debe activar su tarjeta antes de usarla. Para activar su tarjeta, llame al 1.800.808.6194 o ingrese en la dirección de Internet del operador de la tarjeta que figura detrás de su tarjeta e ingrese su número de tarjeta de 16 dígitos y su Código de Acceso a la Cuenta de 4 dígitos (los últimos 4 dígitos de su Número de Seguro Social o su Número de Identificación).

P. ¿Dónde puedo usar mi tarjeta?
R. Puede usar su tarjeta en todo el mundo para hacer compras en cualquier lugar donde acepten la tarjeta de débito MasterCard. También puede usar su tarjeta con su PIN en todo el mundo en cualquier cajero automático y en cualquier Punto de Venta que acepte las marcas de la red Cirrus, Maestro, Allpoint y STAR.

P. ¿Puedo usar mi tarjeta para hacer compras por Internet o para pagar facturas?
R. Sí, puede usar su tarjeta para hacer compras o para pagar facturas siempre que tenga fondos disponibles. Es posible que necesite el número del Código de Verificación de la Tarjeta de 3 dígitos que aparece en el espacio para firma detrás de su tarjeta o el número de depósito directo asociado a su tarjeta.

P. ¿Cuál es el número de depósito directo de mi tarjeta?
R. Su empleador tendrá disponible su información de depósito directo. Para un segundo depósito directo del empleador o para otros pagos automáticos, necesitará la siguiente información:

Nombre del Banco: BANKFIRST
Lugar: Sioux Falls, South Dakota
Número ABA: 091005768
Tipo de Cuenta: "Corriente"
Número de Cuenta: Obtenga su número de cuenta llamando al sistema telefónico automatizado o ingresando en el sitio web del operador de la tarjeta.

P. ¿Cuándo estarán disponibles los fondos en mi tarjeta?
R. Los fondos estarán disponibles en su tarjeta de pago de salario a las 9 a.m. Hora del Este en su fecha asignada de pago.

P. ¿Cómo sé cuánto me pagaron?
R. Llame al sistema telefónico automatizado o ingrese en el sitio web del operador de la tarjeta para conocer el monto del depósito que hizo su empleador.

P. ¿Qué hago si mi pago es incorrecto?
R. Contacte a su empleador. No contacte a servicio al cliente.

P. ¿Cómo verifico mi saldo?
R. Llame al 1.800.808.6194 o ingrese en el sitio web del operador de la tarjeta. También puede hacer una consulta de saldo en un cajero automático.

P. ¿Cómo extraigo todo mi dinero?
R. Acceso Libre y Gratuito le permite obtener el 100% de su pago. Diríjase a cualquier cajero que acepte tarjetas de débito MasterCard y solicite un adelanto en efectivo. Pase su tarjeta, seleccione “Crédito” e ingrese su Número de Identificación Personal de 4 dígitos. Puede pedir un monto hasta la suma de los fondos que tenga disponible.

P. ¿Puedo usar mi tarjeta de pago de salario para comprar una Orden de Pago?
R. ¡Sí! Lleve su tarjeta a cualquier Oficina de Correo de los Estados Unidos y allí podrá comprar una orden de pago utilizando los fondos disponibles en su tarjeta.

P. ¿Qué debo hacer si pierdo mi tarjeta o si me la roban?
R. Contacte inmediatamente a servicio al cliente al 1.800.808.6194 y seleccione la opción para hablar con un representante. Servicio al Cliente emitirá una nueva tarjeta y transferirá el saldo restante a su nueva tarjeta. Si necesita la tarjeta inmediatamente, puede pedir que le envíen una en forma urgente pagando un cargo adicional.

P.¿Cuándo uso mi Código de Acceso a la Cuenta?
R. Use su Código de Acceso a la Cuenta para ingresar al sistema telefónico automatizado o al sitio web del operador de la tarjeta para obtener información de su cuenta.

P. ¿Cómo obtengo mi Código de Acceso a la Cuenta?
R. Cuando se emite su tarjeta por primera vez, su Código de Acceso a la Cuenta son los últimos 4 dígitos de su número de seguro social o su número de identificación. Usted puede cambiar su Código de Acceso a la Cuenta a través del sistema telefónico automatizado que figura detrás de su tarjeta. Es muy importante que memorice su Código de Acceso a la Cuenta y que no se lo de a nadie.

P. ¿Cuándo debo usar mi Número de Identificación Personal (PIN)?
R. Use su PIN para extraer fondos de los cajeros automáticos o de las terminales de Puntos de Venta (POS) donde aceptan las marcas de la red Cirrus, Maestro, Allpoint y STAR.

P. ¿Cómo obtengo mi PIN?
R. Cuando se emite su tarjeta por primera vez, su PIN son los 4 últimos dígitos de su número de seguro social o su Número de Identificación. Para obtener su PIN de 4 dígitos, debe llamar al sistema telefónico automatizado que figura detrás de su tarjeta e ingresar el número de 16 dígitos de la tarjeta y el Código de Acceso a la Cuenta de 4 dígitos. Es muy importante que memorice su PIN y que no se lo de a nadie.

P. ¿Puedo elegir mi PIN y mi Código de Acceso a la Cuenta antes de obtener mi tarjeta?
R. No. Cuando se emite su tarjeta, el PIN y el Código de Acceso a la Cuenta son los últimos 4 dígitos de su número de seguro social o su número de identificación. Sin embargo, una vez que haya activado su tarjeta, puede cambiar su PIN y su Código de Acceso a la Cuenta llamando al 1.800.808.6194.

P. ¿Cómo pido una tarjeta adicional?
R. Usted puede pedir una o varias tarjetas adicionales presentando otro formulario de inscripción. Si luego quiere pedir una tarjeta adicional, pídale a su empleador el formulario de tarjeta adicional, complételo y envíelo por correo o entréguelo a su empleador. Su tarjeta adicional será enviada por correo y le llegará entre los 3 y los 5 días hábiles siguientes.

P. ¿Cómo transfiero dinero a una tarjeta adicional?
R. Puede transferir dinero de una tarjeta a otra llamando a la línea de teléfono automatizada al 1.800.808.6194 o en línea en el sitio web del operador de la tarjeta que figura detrás de su tarjeta.

P. ¿Qué cargo se aplica a esta tarjeta?
R. Los cargos del operador de la tarjeta están enunciados en el acuerdo del operador de la tarjeta que viene con su tarjeta, y en el sitio web de socio listó en la espalda de su tarjeta.

P. ¿Cómo busco un cajero automático en mi área?
R. Puede llamar al 1.800.809.0308. También encontrará un localizador de cajeros automáticos Allpoint en el sitio web del operador de la tarjeta. Allí, deberá ingresar el código postal del lugar donde se encuentra y aparecerá el cajero automático que no cobra cargos extra más cercano al lugar donde se encuentra.

Consejos Útiles para Ahorrar Dinero

1. Use los cajeros automáticos Allpoint siempre que estén disponibles para evitar cargos extra del propietario del cajero automático.

2. Ahorre dinero pagando sus compras directamente con la tarjeta en lugar de usar un cajero automático.

3. Compre Órdenes de Pago con su tarjeta en lugar de extraer dinero en efectivo de un cajero automático.

4. No retire todos sus fondos. Si pierde su tarjeta o si se la roban no perderá todo su dinero. El saldo será transferido a una nueva tarjeta.

5. Envíe dinero a su familia y a amigos y elimine los costosos cargos de transferencia de dinero.

6. No le diga a nadie su PIN ni el Código de Acceso a la Cuenta del cajero automático.
 

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