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Contact Green Dot Product Support

For additional help, scroll to the bottom of the Greendot.com website and click "Get Help" link under contact us.

Contact MoneyPak Product Support Team

For assistance with common issues, MoneyPak customers can call (866) 795-7969. This number will take you to an automated interactive voice response system, which can give information on common MoneyPak issues. MoneyPak customers who require assistance from an agent should go to the MoneyPak help form at moneypak.com/helpform to request assistance. Specialists review all submissions within 1 business day.

Submit an Issue by Mail

Write to Green Dot Customer Service at:

Attn: Green Dot Customer Service

P.O. Box 5100

Pasadena, CA 91117

Include details surrounding the concern and copies of any supporting documentation. Please note that Green Dot cannot return any items received in the mail. We recommend customers keep a copy of all sent items for their records.

Green Dot’s Product Support Team will do their best to resolve any disputes or complaints about Green Dot accounts, products, and/or services. We ask customers to reach out to Green Dot directly with concerns or issues before contacting the Consumer Financial Protection Bureau (CFPB), Federal Reserve Bank (FRB), Department of Financial Institution (DFI) or Federal Trade Commission (FTC). This ensures that your complaint is handled in a speedy manner without an intermediary.

Contact us via the ‘Get Help’ link at the bottom of the page

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

An average transaction dispute will be resolved within days.

If you notice charges on your account that you don’t recognize, a first step is to research before you dispute the transaction. Some businesses operate under a different name and the transaction doesn't always match the name they use to consumers. You can sometimes google the merchant name you don't recognize to get more information or go by the transaction amount and date to validate the charge. If you believe you have unauthorized charges on your account, fill out a dispute form. If you feel that your card has been compromised, please click here to request a card replacement to report your card lost or if you believe it to be stolen. Your card will be cancelled, and a new card will be issued. A replacement card fee may apply. Please see your Cardholder Agreement or Deposit Account Agreement for more information.

If you think you may have been scammed, you should submit a fraud claim to Green Dot immediately and contact your local police department as quickly as possible. 

After submitting the fraud claim, you will receive an email requesting an image of the MoneyPak receipt. Please provide the receipt image as quickly as possible. We cannot process claims without the receipt image.

Green Dot will attempt to recover funds from fraudulent activity, but if the MoneyPak funds have already been transferred, we will not be able to issue a refund. If funds are recovered, we will issue a refund check. Refund checks typically take 7-14 days to arrive. In some cases, Green Dot may require additional identity verification to process your refund, and this will delay mailing of your check. 

Remember to treat your MoneyPak like cash. Transactions cannot be reversed, so only give a MoneyPak number to a trusted recipient. Green Dot is not responsible for the quality or non-receipt of any goods or services.

If a MoneyPak has been lost, please fill out our Help Form. To speed up processing of your case, please provide an image of the receipt when you submit the form. We need the receipt image to locate and validate your MoneyPak purchase. If the funds are still available on the MoneyPak, we will issue a refund check. Refund checks take 7-14 days to arrive after we complete our review of your case. In some cases, Green Dot may require additional identity verification to process your refund, and this will delay mailing of your check.

If your MoneyPak has been stolen, you should submit a fraud claim with Green Dot. You should also contact your local police department to file a police report. 

After submitting the fraud claim, you will receive an email requesting an image of the MoneyPak receipt. Please provide the receipt image as quickly as possible. We cannot process claims without the receipt image. 

If the funds are still available on the MoneyPak, we will issue a refund check. Refund checks typically take 7-14 days to arrive after we complete the review of your claim. In some cases, Green Dot may require additional identity verification to process your refund, and this will delay mailing of your check.

If your MoneyPak has not been used, you can submit a refund request by filling out a the MoneyPak refund request form. Refund checks typically arrive in the mail 7 - 14 days after your refund request is submitted. In some cases, Green Dot may require additional identity verification and proof of purchase to process your refund, and this will delay mailing of your check. Please keep your MoneyPak package and receipt as proof of purchase. The MoneyPak purchase fee is not refundable.

If you think you may have been scammed, you should submit a fraud claim to Green Dot immediately and contact your local police department as quickly as possible. 

After submitting the fraud claim, you will receive an email requesting an image of the MoneyPak receipt. Please provide the receipt image as quickly as possible. We cannot process claims without the receipt image.

Green Dot will attempt to recover funds from fraudulent activity, but if the MoneyPak funds have already been transferred, we will not be able to issue a refund. If funds are recovered, we will issue a refund check. Refund checks typically take 7-14 days to arrive. In some cases, Green Dot may require additional identity verification to process your refund, and this will delay mailing of your check. 

Remember to treat your MoneyPak like cash. Transactions cannot be reversed, so only give a MoneyPak number to a trusted recipient. Green Dot is not responsible for the quality or non-receipt of any goods or services.

If a MoneyPak has been lost, please fill out our Help Form. To speed up processing of your case, please provide an image of the receipt when you submit the form. We need the receipt image to locate and validate your MoneyPak purchase. If the funds are still available on the MoneyPak, we will issue a refund check. Refund checks take 7-14 days to arrive after we complete our review of your case. In some cases, Green Dot may require additional identity verification to process your refund, and this will delay mailing of your check.

If your MoneyPak has not been used, you can submit a refund request by filling out a the MoneyPak refund request form. Refund checks typically arrive in the mail 7 - 14 days after your refund request is submitted. In some cases, Green Dot may require additional identity verification and proof of purchase to process your refund, and this will delay mailing of your check. Please keep your MoneyPak package and receipt as proof of purchase. The MoneyPak purchase fee is not refundable.

When you make a purchase, funds are set aside, and the transaction will show as "pending" in your transaction history. Funds are held until the merchant collects money and the transaction becomes "posted". Transactions at certain merchants, including car rental companies and hotels, may allow the transaction to remain pending for up to 90 days to ensure there are sufficient funds available to cover the final transaction amount.

Your transaction could be declined for several reasons, such as insufficient funds in your account to cover the transaction or activity that is outside of your normal spending patterns. For online purchases, please make sure the address provided to the merchant matches the address we have on the card’s file to avoid getting a decline. To update your address with Green Dot, please, 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.

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.

If you remember your current password, you may update it by logging in here.

If you forgot your current password, you may request to reset your password here.

Yes, updating your password will change it across all of Green Dot’s login portals including our website and app.

Set up your Green Dot User ID and password by:

1. Creating your Green Dot User ID here.
   To create a User ID, you’ll need your:
   
   • Card number
   • Expiration date
   • Date of birth
   • ZIP code
2. When asked, enter the last 4 digits of your Social Security number.
3. Come up with a Green Dot User ID and choose a password to go with it. Then, fill in some personal information like your security question and a valid email address.
4. Review the information and make sure it’s accurate. If you need to make any changes, simply select “edit” to do so. If everything looks good, select “confirm” to finish creating your Green Dot User ID and password.

Click here to reset your password. You’ll need your Social Security Number, 16-digit card number and security code (CVV) to reset your password.

Click here to recover your user ID. You’ll need your Social Security Number, 16-digit card number and security code (CVV) to recover your User ID.

Replacement cards are $5.00.

Please click here to report your card lost or you believe it to be stolen. Your card will be cancelled and a new one sent.

A replacement card fee may apply. Please see your Cardholder Agreement or Deposit Account Agreement for more information.

You will be unable to access funds though your physical card after you have reported it lost or stolen. If you added your card to your digital wallet prior to being lost or stolen, you can still make purchases with your card using Apple Pay, Google Pay or Samsung Pay. .

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.

The money was placed on hold to cover the cost of your purchase, but you were declined because the address you provided to the merchant does not match the address Green Dot has on file for your card. When this happens, it takes 10 business days for the money to be released back to your card.  

If you need to update the address on your Green Dot account, 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.

Simply log into your account using the Green Dot app.  Find the toggle button on your home screen OR select  Settings => Manage Card => Lock Card.  That’s it!

If you misplace your card, you can lock your card to temporarily prevent new purchases to your card.

Simply log into your account using the Green Dot app.  Find the toggle button on your home screen OR select  Settings => Manage Card => Lock Card.  That’s it!

If you misplace your card, simply lock your card to temporarily prevent new purchases to your card.  Any purchases or withdrawals will not be authorized.

Some activity will continue to be allowed such as debit transactions that you authorized before you locked your account, monthly maintenance fees, transactions crediting your account, ACH debit transactions that use your account and routing number (i.e. Direct Deposit), recurring bill payments, mobile check deposit, and person-to-person transfers. Some of these ongoing transactions may take the account negative. 

You can also continue to add cash to your card using the app or at the register of retailers nationwide, and you’ll be able to transfer money from your account balance to your Money Vault or High-Yield Savings account.

If you have received a Green Dot card in the mail that you did not request, we request that you notify Green Dot by calling (866) 795-7597 and selecting the option to report a card that you received in the mail that you did not request. You will be asked to enter the card number in order to proceed and you will be directed to an agent for assistance. The agent will block the account and it will be flagged as being associated with identity theft. Once this action is taken, the account is deactivated and can no longer be used or reinstated. There is no further action required on you part.

Prepaid and debit cards issued by Green Dot Bank are not credit products and do not impact customers’ credit histories. However, under the Fair Credit Reporting Act you may obtain information related to how the account was opened (including the personal information used to apply for the account) and any transactions made using the account. To obtain this information, you will need to submit a request in writing, provide proof of your identity, and a completed FTC Identity Theft Report or Affidavit. There is no charge for this request, and you can provide the information to law enforcement to assist in an investigation.

Identity theft, also known as identity fraud, is a crime in which an imposter obtains key pieces of personally identifiable information, such as Social Security or driver's license numbers, in order to impersonate someone else. The information can be used to obtain credit, merchandise and services in the name of the victim, open debit or prepaid accounts, or to provide the thief with false credentials. In addition to running up debt and stealing from a victim’s accounts in rare cases, an imposter might provide false identification to police, creating a criminal record or leaving outstanding arrest warrants for the person whose identity has been stolen.

Identity theft can start when someone gets and misuses your personal information such as your name and Social Security number, credit card number or other financial account information. The thieves might use a variety of methods to steal your information, including:

• Skimming: Stealing credit/debit card numbers by using a special device on ATMs or when processing a purchase
• Phishing: Pretending to be a financial institution or other company and sending email or pop-up messages to get you to reveal your personal information
• Pretexting: Pretending to be you when they call financial institutions, phone companies and other sources to get additional information
• Redirecting your mail: Filling out a change-of-address form to have your billing statements sent to an address they choose
• Old-fashioned stealing: Stealing wallets and purses, mail (including bank and credit card statements), pre-approved credit offers, new checks or tax information; they can even steal a company’s personnel records or enlist employees who have access to your information
• Dumpster diving: Searching through trash looking for bills or other paper with your personal information on it.

Inform all your banks and financial companies as soon as you realize your identity has been stolen or an account is at risk. If you bank with us, contact us immediately. We'll work with you to investigate unauthorized transactions made using your Green Dot accounts.

We also urge you to take these steps immediately:

• Call the fraud departments of all three credit reporting agencies. Ask them to place a fraud alert on your file. This alert tells creditors to call you before they open any new accounts in your name.
• Equifax: 1-800-525-6285
• Experian: 1-888-397-3742
• TransUnion: 1-800-680-7289
• File a report with your local police. Even if the police can't catch the identity thief, having a police report can help you clear up your credit records later on.
• File a complaint with the Federal Trade Commission (FTC). Trained counselors staff the FTC's identity theft hotline toll-free at 1-877-IDTHEFT (1-877-438-4338). Or you can file a complaint by visiting www.ftc.gov/idtheft.
• Fill out the Identity Theft Affidavit (PDF), which will help you when you tell other companies an identity thief has opened a new account in your name.

You can also check out these resources for more tips and information:

• Federal Trade Commission (FTC) Identity Theft site (mentioned above)
• U.S. Department of Justice—Fraud Section site

Check your accounts and bank statements each month, and your credit report at least once a year for transactions and accounts you don't recognize. Then act quickly to limit the damage.

Here are several ways to protect your assets and good name:

• One of the simplest ways to avoid card fraud is by keeping your cards safe from thieves. Place your cards in a purse or wallet close to your body where it can't easily be snatched away. If you're shopping in a high traffic area, carry a smaller purse because it's harder to steal or sneak into. Only carry the one or two cards you'll be using that day with you. Leave all your other cards at home. Shred Anything with your card number on It
• Shred your bank statements to keep thieves from getting access to your account numbers and old cards that have expired or been canceled. You can go a step further and put the shredded pieces in different trash bags for the extra eager thieves who might put shredded pages or cards back together.
• Always verify the amount on your receipt before signing it. If you get a card receipt that has blank spaces in it, write $0 in those spaces or draw through them before putting your signature on the receipt. Otherwise, the cashier could write in an amount and send the purchase to your card issuer.
• Only give sensitive information (card numbers, account numbers, Social Security numbers, address or date of birth) on calls you initiate. If you need to call your bank, use the number on the back of your card.
• Don't click on email links from anyone that looks like your bank or another business who uses your personal information, even if the email looks legitimate. These links are can be phishing scams and the scammers want to trick you into entering your login information on their fake website. Instead, go directly to that business's website to login to your account.
• Report Lost or Stolen Cards Immediately. The sooner you report a missing card the sooner your card issuer can cancel your card and prevent fraudulent charges.
• Review your billing statements each month. Unauthorized charges on your card are the first sign of card fraud. If you notice a charge you didn't make, report the charge to your card issuer immediately.
• Create Strong Passwords and keep them safe. Your card number may be stored in several places online. For example, you may save your card on Amazon so you can make one-click purchases. Make sure you use strong passwords with a combination of upper- and lower-case letters, numbers, and even characters. Avoid writing down or sharing your password.
• Keep your personal identification numbers (PINs) for your ATM and credit cards safe, and don't write your PIN on the card itself, or store it in the same place you store your card. You should also guard your ATM and card receipts.
• Make sure to create secure PINs and passwords. Don't use birth dates, parts of your Social Security or driver's license numbers, your address or your spouse’s or children's names or birthdates, for example. Someone trying to steal your identity probably has some of this information. 
• If you get financial offers in the mail that you're not interested in, shred them before throwing them away so thieves can't use them to steal your identity. Destroy any other financial papers, such as bank statements or invoices, before getting rid of them.
• Don't put outgoing mail in or on your mailbox. Drop it into a US Postal Service collection box. Thieves could use your mail to steal your identity.
• If you don’t get one or more of your regular bills in the mail, call each company to find out why. A thief could have filed a false change-of-address notice to send your mail to another address.
• If your bills include suspicious items, such as charges you don’t recognize, don't ignore them. Instead, investigate them immediately. Periodically contact the major credit reporting agencies to get and review your file and make sure your information is correct. You can request a free annual credit report from each of the 3 national credit reporting agencies, whether or not you suspect any unauthorized activity on your account, by visiting www.AnnualCreditReport.com or calling 1-877-FACTACT (1-877-322-8228). Or you can request a report by directly contacting each of the agencies below. They can also tell you about setting up fraud alerts and security freezes:
• Equifax: 1-800-525-6285
• Experian: 1-888-397-3742
• TransUnion: 1-800-680-7289

You may also want to look at these resources to get more tips and information:

• Onguard Online: This site offers practical tips from the federal government and the technology industry to help you be on guard against Internet fraud, secure your computer and protect your personal information.
• FDIC video: Don’t Be an On-line Victim: How to Guard Against Internet Thieves and Electronic Scams
• U.S. Department of Justice: Fraud Section websites

Never give out personal or financial information such as your checking account, credit card and Social Security numbers over the phone unless you made the call or you know the person or organization you’re dealing with. We won’t ask you for your PIN or password by calling you or by sending you an email. We may ask for this information only when you call us to discuss your account. Be careful when you get a phone call from someone who:

• Threatens to close or suspend your account if you don’t tell them your personal information
• Tells you your account has been attacked and then asks you to tell them your account or personal information
• Requires you to give any personal information, such as your username, password or account number
• Asks you to confirm, verify or update your account, credit card or billing information
• Asks you to pay an outstanding fine or bill using prepaid cards to avoid arrests or shut down of utility services

Please contact us immediately if you believe you’ve given out any personal information over the phone.

Make passwords difficult to guess and update them periodically.

Strong passwords are at least 10 characters long and contain uppercase and lowercase letters, numbers and special characters. Also, don’t use the same password on multiple accounts. If the password is stolen from one of the companies where you do business thieves can use it to take over all your accounts.

Memorize your PIN.

Don't write it down and keep it with your card. It should be easy for you to remember but difficult for anyone else to guess.

Give personal information over encrypted websites only.Make sure your browser has a secure connection by looking for the padlock icon or look for https at the beginning of the web address before submitting any login info or private data.

Log out after each session.Always log out, especially after using a public or shared computer.

NEVER share your personal, account, or login information with just anyone. 

Make sure you know to whom you’re giving sensitive information, every time. You can trust us, but the same can’t be said of everyone.

NEVER send money to people you don’t know.

Fraudsters may attempt to impersonate others to trick you into sending money to fraudulent accounts. Only send money to people you trust.

Keep your software current.

Keep your software, including your operating system, web browsers, and your applications up to date to protect against the latest threats. This is especially true for anti-virus and other security software. Most software can update automatically, so make sure to set yours to do so.

Back Up Your Files.

Copy your files to an external hard drive or cloud storage. If your computer is attacked by malware, you’ll still have access to your files. Ransomware encrypts not only your hard drives, but any attached backup drives as well. Backing up to a reliable cloud provider adds additional protection against ransomware.

Beware of links and attachments.

Instead of clicking on a link in an email, type the URL of a trusted site directly into your browser. Don’t open attachments in emails unless you know who sent it and what it is. Links and attachments may look legitimate but clicking on them could download malware or send you to a scam site.

Get well-known software directly from the source.

A common rule-of-thumb is to never download or install something that you specifically didn’t go looking for.