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Resolving Transaction Issues

  • 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.

  • 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.

  • 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.

Green Dot MoneyPak Refund Policy
  • 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.

Green Dot Cardholder Transactional Questions
  • 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 GreenDot, 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 retreive the funds. Green Dot is not responsible if you send money to the wrong individual.

User ID & Password

Lost or Stolen Cards

Card Decline

Lock/Unlock Feature

  • 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, 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.

    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 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!

  • 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!

  • 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.

  • 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.

  • 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.

Green Dot MoneyPak Refund Policy
  • 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.

Green Dot Cardholder Transactional Questions
  • 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 GreenDot, 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 retreive the funds. Green Dot is not responsible if you send money to the wrong individual.

  • 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, 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.

    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 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!

  • 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!