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Easy Step-by-Step Instructions

Easy step-by-step information for your top questions

Top Questions

  • The address you provided to the merchant might be different than the address on file for your card.

    To update your address, click here or log in to your account on the Green Dot app. You can also visit GreenDot.com, click on Support, Account Settings, Edit Contact Info.

  • Transactions can be declined for several reasons:

    - Your card isn’t activated yet

    - You locked your card

    - Insufficient funds in your account

    - The transaction looks different than your normal spending patterns

    If you’re still having trouble after confirming your card is activated and has available funds, contact us via the “Get Help” link at the bottom of this page.

  • Please request a card replacement to report a lost, compromised, or stolen card. Your card will be cancelled and a new one will be issued. Please see your Cardholder Agreement or Deposit Account Agreement for more information.

  • Before disputing a charge you don’t recognize, check whether the transaction amount and date line up with a valid charge you may have made to a differently named business. Some businesses operate under different names than what they use with customers – a quick internet search should help you discover whether a business you visited operates under multiple names. 

    If you still believe you have unauthorized charges on your account, fill out a dispute form. See the "How does the transaction dispute process work?" FAQ below for what happens after a dispute is filed.

    To report a lost, compromised, or stolen card, request a card replacement. Your card will be cancelled and a new one will be issued. A replacement fee may apply. Please see your Cardholder Agreement or Deposit Account Agreement for more information.

  • Here’s what to expect after a dispute is filed:​

    1. An investigation is conducted based on a review of the information provided and any relevant information, including transaction and account activity.​

    2. Generally, an investigation will determine if an error occurred within 10 business days (20 business days for new accounts)​

    TIP: Your account is considered "new" if the transaction occurred within 30 calendar days after the first deposit/load to your account.

    3. If we cannot complete our investigation in 10 business days (20 business days for new accounts), we will provisionally credit your account for the amount of the disputed transactions. ​

    TIP: If you make your claim to us by phone, we will require that you send us the information in writing within 10 business days. If we do not receive written confirmation of the dispute from you within 10 business days of your notice to us, we may not provisionally credit your account. (If you are submitting your dispute online, the online submission will serve as your written notice to us.)​

    Filing a dispute does not guarantee that your funds will be returned to your account. We will notify you of the results within 3 business days of completing the investigation.​

  • No, Green Dot does not freeze funds while investigating disputes. If you recognize unauthorized activity on your account, we recommend requesting a new card.

    When a new card is requested, the current card becomes invalid. It may take up to 10 business days to receive your new card. Expedited card delivery is available for an additional fee.

  • Funds are set aside whenever you make a purchase and will show as “In Process” until the merchant puts through the final charge or releases the funds back to you.

    Certain transactions like car rentals or hotel deposits may be pending for longer periods of time to ensure there’s enough money available to cover the final transaction amount. Contact the merchant directly if you feel your funds have been pending too long.

  • Try to cancel the transaction immediately if you accidentally sent money to the wrong email address or mobile phone. 

    To cancel a “Send Money” transaction on GreenDot.com, go to your Transaction History, click “Cancel,” then confirm the cancelation. 

    To cancel a transaction on the Green Dot app, go to the “Pay” tab. Click the “Send Money” option then click the “Past Payments” button at the bottom of your screen. You’ll now see pending transactions. Select which one you’d like to cancel. 

    Unfortunately, the transaction can’t be canceled if the wrong recipient already claimed the money. Try working directly with that individual to retrieve your funds. Before sending money, always confirm the recipient’s information. Green Dot is not responsible if you send money to the wrong individual.

  • 1. Visit www.GreenDot.com and select Get Help at the bottom of the page.

    2. Select correct topic from the chat window.  Chat is available 5am-9pm PST, 7 days a week. An option to schedule a call back may be available based upon operating hours.

    3.  If chat is unavailable, visit www.GreenDot.com/contact-us.

  • You can access available funds on your account using the Green Dot app to pick up cash at Walmart.  

    Visit the Manage Card section in the app and follow the prompts to generate a time-sensitive barcode that allows you access to pick up cash at Walmart. 

    There is a $3 service fee.

  • 1. Spend down your balance to $0.
    2.  Contact us by selecting Get Help at the bottom of the page or call 1-866-795-7597.

    If you don't want to spend down your balance (or have a balance on your card when you contact us), we will issue a check.  You won't have access to your funds after a check has been issued, and checks can take up to two weeks to arrive.

  • 1. Log into the Green Dot app.  Go to Transactions to check if a direct deposit was received.

    2. Go to Settings, Notifications

    3. Select the method of notification for Direct Deposit Posted.

  • 1. Visit www.GreenDot.com/activate or select Register / Activate Now in the Green Dot app or call 1-866-795-7605.

    2. Enter all info requested, including personal info and card details:
    – Name
    – Address
    – Date of birth
    – 16-digit card number
    – Expiration date
    – 3-digit security code (found on the back of your card)
    – Mobile phone number

    3. Start using your card upon successful activation.

    We’re required to collect this information in accordance with The USA PATRIOT Act — a Federal law that requires all financial institutions to obtain, verify and record information that identifies anyone who successfully opens an account with us.

  • 1.  Log into the Green Dot app.

    2. Go to Settings, Personal Info then select the item to update.

    3. Hit Save.

    OR 

    1. Log into www.GreenDot.com

    2. Go to Account Settings in upper right corner, then Edit Contact Info on left side menu

    3. Make changes and click Save

  • 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.

Easy step-by-step information for your top questions
  • The address you provided to the merchant might be different than the address on file for your card.

    To update your address, click here or log in to your account on the Green Dot app. You can also visit GreenDot.com, click on Support, Account Settings, Edit Contact Info.

  • Transactions can be declined for several reasons:

    - Your card isn’t activated yet

    - You locked your card

    - Insufficient funds in your account

    - The transaction looks different than your normal spending patterns

    If you’re still having trouble after confirming your card is activated and has available funds, contact us via the “Get Help” link at the bottom of this page.

  • Please request a card replacement to report a lost, compromised, or stolen card. Your card will be cancelled and a new one will be issued. Please see your Cardholder Agreement or Deposit Account Agreement for more information.

  • Before disputing a charge you don’t recognize, check whether the transaction amount and date line up with a valid charge you may have made to a differently named business. Some businesses operate under different names than what they use with customers – a quick internet search should help you discover whether a business you visited operates under multiple names. 

    If you still believe you have unauthorized charges on your account, fill out a dispute form. See the "How does the transaction dispute process work?" FAQ below for what happens after a dispute is filed.

    To report a lost, compromised, or stolen card, request a card replacement. Your card will be cancelled and a new one will be issued. A replacement fee may apply. Please see your Cardholder Agreement or Deposit Account Agreement for more information.

  • Here’s what to expect after a dispute is filed:​

    1. An investigation is conducted based on a review of the information provided and any relevant information, including transaction and account activity.​

    2. Generally, an investigation will determine if an error occurred within 10 business days (20 business days for new accounts)​

    TIP: Your account is considered "new" if the transaction occurred within 30 calendar days after the first deposit/load to your account.

    3. If we cannot complete our investigation in 10 business days (20 business days for new accounts), we will provisionally credit your account for the amount of the disputed transactions. ​

    TIP: If you make your claim to us by phone, we will require that you send us the information in writing within 10 business days. If we do not receive written confirmation of the dispute from you within 10 business days of your notice to us, we may not provisionally credit your account. (If you are submitting your dispute online, the online submission will serve as your written notice to us.)​

    Filing a dispute does not guarantee that your funds will be returned to your account. We will notify you of the results within 3 business days of completing the investigation.​

  • No, Green Dot does not freeze funds while investigating disputes. If you recognize unauthorized activity on your account, we recommend requesting a new card.

    When a new card is requested, the current card becomes invalid. It may take up to 10 business days to receive your new card. Expedited card delivery is available for an additional fee.

  • Funds are set aside whenever you make a purchase and will show as “In Process” until the merchant puts through the final charge or releases the funds back to you.

    Certain transactions like car rentals or hotel deposits may be pending for longer periods of time to ensure there’s enough money available to cover the final transaction amount. Contact the merchant directly if you feel your funds have been pending too long.

  • Try to cancel the transaction immediately if you accidentally sent money to the wrong email address or mobile phone. 

    To cancel a “Send Money” transaction on GreenDot.com, go to your Transaction History, click “Cancel,” then confirm the cancelation. 

    To cancel a transaction on the Green Dot app, go to the “Pay” tab. Click the “Send Money” option then click the “Past Payments” button at the bottom of your screen. You’ll now see pending transactions. Select which one you’d like to cancel. 

    Unfortunately, the transaction can’t be canceled if the wrong recipient already claimed the money. Try working directly with that individual to retrieve your funds. Before sending money, always confirm the recipient’s information. Green Dot is not responsible if you send money to the wrong individual.

  • 1. Visit www.GreenDot.com and select Get Help at the bottom of the page.

    2. Select correct topic from the chat window.  Chat is available 5am-9pm PST, 7 days a week. An option to schedule a call back may be available based upon operating hours.

    3.  If chat is unavailable, visit www.GreenDot.com/contact-us.

  • You can access available funds on your account using the Green Dot app to pick up cash at Walmart.  

    Visit the Manage Card section in the app and follow the prompts to generate a time-sensitive barcode that allows you access to pick up cash at Walmart. 

    There is a $3 service fee.

  • 1. Spend down your balance to $0.
    2.  Contact us by selecting Get Help at the bottom of the page or call 1-866-795-7597.

    If you don't want to spend down your balance (or have a balance on your card when you contact us), we will issue a check.  You won't have access to your funds after a check has been issued, and checks can take up to two weeks to arrive.

  • 1. Log into the Green Dot app.  Go to Transactions to check if a direct deposit was received.

    2. Go to Settings, Notifications

    3. Select the method of notification for Direct Deposit Posted.

  • 1. Visit www.GreenDot.com/activate or select Register / Activate Now in the Green Dot app or call 1-866-795-7605.

    2. Enter all info requested, including personal info and card details:
    – Name
    – Address
    – Date of birth
    – 16-digit card number
    – Expiration date
    – 3-digit security code (found on the back of your card)
    – Mobile phone number

    3. Start using your card upon successful activation.

    We’re required to collect this information in accordance with The USA PATRIOT Act — a Federal law that requires all financial institutions to obtain, verify and record information that identifies anyone who successfully opens an account with us.

  • 1.  Log into the Green Dot app.

    2. Go to Settings, Personal Info then select the item to update.

    3. Hit Save.

    OR 

    1. Log into www.GreenDot.com

    2. Go to Account Settings in upper right corner, then Edit Contact Info on left side menu

    3. Make changes and click Save

  • 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.