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Easy Step-by-Step Instructions

Easy step-by-step information for your top questions

Top Questions

  • While there could be other reasons, the purchase you made online might have been declined because the address you provided to the merchant is different than the address we have on file for your card. To update your address, log into your account using the Green Dot app or go to GreenDot.com then click on the Support tab => Account Settings => Edit Contact Info. You can also simply click here.

  • No, Green Dot does not freeze funds while investigating disputes. If a 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 for you to receive the new card. Expedited card delivery is available for an additional fee.

  • Before sending money, always confirm the recipient’s information for accuracy. If you accidentally sent money to the wrong email address or mobile phone, you should attempt to cancel the transaction immediately. To cancel a send money transaction on GreenDot.com, go to your Transaction History, click "Cancel", then confirm the cancelation. If the wrong recipient has already claimed the money, unfortunately the transaction can no longer be canceled, and you should attempt to work with that individual to retrieve the funds. Green Dot is not responsible if you send money to the wrong individual.

  • Your transaction could be declined for several reasons, such as insufficient funds in your account, your card is not activated, or it could be an activity that is outside of your normal spending patterns. If you have already confirmed your card is activated and has available funds for your transaction, for additional help contact us via the ‘Get Help’ link at the bottom of the page.

  • When you make a purchase, funds are set aside, and the transaction will show as “pending”. Funds will show as pending until the merchant puts through the final charge or releases the funds. Certain transactions like car rentals or hotels, may be pending for a longer period of time, until the final charge comes through or the merchant releases the hold. This is to ensure there are sufficient funds available to cover the final transaction amount. If you feel you have funds pending too long, you can often get the funds released by contacting the merchant directly.

Easy step-by-step information for your top questions
  • While there could be other reasons, the purchase you made online might have been declined because the address you provided to the merchant is different than the address we have on file for your card. To update your address, log into your account using the Green Dot app or go to GreenDot.com then click on the Support tab => Account Settings => Edit Contact Info. You can also simply click here.

  • No, Green Dot does not freeze funds while investigating disputes. If a 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 for you to receive the new card. Expedited card delivery is available for an additional fee.

  • Before sending money, always confirm the recipient’s information for accuracy. If you accidentally sent money to the wrong email address or mobile phone, you should attempt to cancel the transaction immediately. To cancel a send money transaction on GreenDot.com, go to your Transaction History, click "Cancel", then confirm the cancelation. If the wrong recipient has already claimed the money, unfortunately the transaction can no longer be canceled, and you should attempt to work with that individual to retrieve the funds. Green Dot is not responsible if you send money to the wrong individual.

  • Your transaction could be declined for several reasons, such as insufficient funds in your account, your card is not activated, or it could be an activity that is outside of your normal spending patterns. If you have already confirmed your card is activated and has available funds for your transaction, for additional help contact us via the ‘Get Help’ link at the bottom of the page.

  • When you make a purchase, funds are set aside, and the transaction will show as “pending”. Funds will show as pending until the merchant puts through the final charge or releases the funds. Certain transactions like car rentals or hotels, may be pending for a longer period of time, until the final charge comes through or the merchant releases the hold. This is to ensure there are sufficient funds available to cover the final transaction amount. If you feel you have funds pending too long, you can often get the funds released by contacting the merchant directly.