Q: How do I log in to the Money Network® Mobile App?
A: You will use the same username and password for logging into the Money Network website. If you do not have a username and password, you can create them using the Mobile App. Make sure to have your Card with you.
Q: How much does the Money Network Mobile App cost?
A:There is no cost to download and use the Money Network Mobile App.
Q: How many months of Account history are available on the Mobile App?
A: You can view up to 24 months of Account activity on the Mobile App.
Q: What is a pending deposit?
A: A pending deposit indicates the amount of a deposit coming into your Account, but the funds have not yet posted to your Account and are therefore not yet available for withdrawal.
Q: What is a pending transaction?
A: Pending Transactions are transactions (cash deposits, direct deposits, point-of-sale (POS) purchases, ATM withdrawal, transfer of funds, etc.) that have been made with your Card but have not yet cleared your Account. Typically, merchants settle outstanding transactions at the end of the day, however, settlement policies vary by merchant, so it could remain pending for up to five days. While a transaction is pending, the funds will not be available for your use.
Q: I made a transaction with my Card. Why didn't I receive a notification?
A: It's very likely that your transaction was labeled as a Pending Transaction in our system (see explanation above for more information on Pending Transactions). Once the transaction clears settlement, you will receive a notification. You can go to Quick View in this app at any time, to see a recent list of all transactions (pending and settled/posted transactions).
Q: What is UTC?
A: Coordinated Universal Time (UTC) is commonly used by services delivered online to avoid confusion about time zones and daylight saving time. See FAQs to learn how to convert UTC to your time zone.
Q: Where can I use my Money Network Card?
A: You can use the Money Network Card at virtually any ATM and wherever the network displayed on your Card (Visa®, MasterCard®, Discover® or STAR®) is accepted.
Q: Can I withdraw cash from ATMs?
A: Yes, you can use your Card to withdraw cash from ATMs. Some types of ATM withdrawals may be surcharge-free or even completely free of charge when you use “in-network ATMs” such as those in the Allpoint® Network – read your Fee Schedule and Transaction Limits for more information. You can use the Mobile App to find an Allpoint® Network ATM near you.
Q: How much can I withdraw at a time?
A: Daily limits for withdrawals and transactions are listed in the Welcome Packet you received with your Money Network® Card and Money Network™ Checks.
Q: What happens if I try to use my Money Network Card for a purchase that exceeds my available balance?
A: The attempted purchase will go through using the remaining balance on the Card. The remaining balance of the purchase will need to be paid by cash, check or with some other method.
Q: What happens if I return something that I purchased with my Money Network Card?
A: If you are entitled to a refund for any reason for goods or services obtained with your Card, your refund will be credited back to your Account if you made the purchase using the credit feature. If the purchase was a debit, the merchant may refund in cash or issue a credit back to your Account. The refund process varies by merchant location.
Q: Can I pay bills with my Money Network Card?
A: Yes. You can use your Money Network Card to pay utilities, car insurance and other bills to any business that accepts debit payments. You can go directly to a service provider's website and pay your bill, and many companies allow you pay over the phone with your Card. You can also pay bills on the Money Network website using Money Network Bill Pay powered by TIO® Networks.
Q: Will I get a new Money Network® Card and Money Network™ Checks each time I get paid or receive funds?
A: No. Your funds will be added to the Account tied to the Card and Checks you were given. If you run out of Checks, you can re-order more at no charge.
Q: Can my employer or the organization that offered me the Money Network Service get reports on my spending activity?
A: No. All of your transactions are private and only you can see your transaction and spend information.
Q: What if I forget my PIN number?
A:If you can't remember your PIN, call the number of the back of your Card and tell the Customer Service Representative that you need to create a new one.
Q: What should I do if my Card is lost or stolen?
A: It is important that you call Money Network Customer Service at the number on the back of your Card to report your lost or stolen Card immediately. Your Card will be deactivated to prevent anyone from using it and a new replacement Card will be ordered. The Customer Service Agent will also provide you with information so that you can access your funds using Money Network™ Checks until your replacement Card arrives.
Q: How soon can I get a replacement Card? Do I need to activate it?
A: Your replacement Card will be sent within 7-10 business days. You can request a rush delivery so it arrives within 2-3 business days for an additional express shipping fee. As soon as you receive the Card, you must call the number on the sticker on the Card to activate it.
Q: What happens to my funds if my Card is reported lost or stolen?
A: Your funds remain secure in your Account. Your balance is available for use when you receive your replacement Card or by writing a Money Network™ Check. A Customer Service Agent can assist you with how to access your money via Check while you are waiting on your new Card to arrive.
Q: What should I do if I have unauthorized transactions on my Account?
A: If you believe unauthorized transactions have been made on your Account, you should contact Customer Service immediately and file a dispute.
Q: When do I need to report my Card as lost or stolen to protect my funds?
A: Consumer Liability - If you believe your Card has been lost or stolen or that you have lost information that would enable someone to authorize a Money Network™ Check without your permission; by contacting Customer Service within two (2) business days after you learn of the loss or theft, you can lose no more than $50 if someone used your Card, PIN or Code or authorized a Money Network™ Check without your permission. If you do NOT contact us within two (2) business days after you learn of the loss or theft of your Card or information, and we can prove we could have stopped someone from using your Card, PIN or Code or authorizing a Money Network™ Check without your permission if you had reported it, you could be liable for all of fraud on the Account.