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Green Dot App

Balance and Transaction History

  • I bought something but my balance doesn't show any money taken off. Why?

    Many website and phone merchants process all of their orders at the end of the day. It may take 24 – 48 hours before you see the charge on your card.

    Another reason is that most website and phone order companies only charge your card when the merchandise is shipped, not when it is ordered. The merchant may not charge your account until they ship your merchandise a few days (or weeks) later.

  • I bought something for X amount of dollars, but my balance is only down by $1. Why?

    Many website and phone merchants will do what’s called a “dollar authorization.” This means that they check to see that your account is valid, but they only hold $1.00 until they ship the merchandise. Once your merchandise has shipped, the $1 is refunded and will disappear from your transaction history. Then, you will be charged for the full amount of your order.

  • What is the difference between purchases that are pending and posted?

    Due to the way merchants process transactions, purchases may not post to your card for a few days. To make sure you have enough money for a purchase, merchants request approval for the purchase amount. This holds the money for them and is considered a “pending” purchase until the merchant actually collects the money from us, which is when it becomes a “posted” purchase. You can review your pending and posted purchases on the Transaction History page.

  • Why is the amount pending sometimes different than what I actually spent?

    Some merchants, such as hotels, car rentals and restaurants, have a policy that requires them to pre-authorize and temporarily hold an amount of money from your card balance that is greater than your actual purchase amount. Once your purchase is processed by the merchant, your card balance will reflect the amount of your actual purchase and the held funds will become available for immediate use. Availability of the pre-authorized funds can take up to 10 days (90 days for car rentals) to be released back into your card balance.

    In some instances, the initial pending transaction will not include the tip. Once your purchase is processed by the merchant, the tip will be included in the amount posted to the account.

  • How do I check my card balance and transactions?

    Quickly check your balance and transaction history online 24/7 by logging in to GreenDot.com or the mobile app.

    You may also add your mobile number with Green Dot by logging in to your account and selecting Account Settings. Then you can text the following commands to 43411:

    • To get your balance, text "BAL Last4" to 43411 (where Last4 is the last 4 digits of your card number).
    • To check your transactions, text "HIST Last4" to 43411 (where Last4 is the last 4 digits of your card number).

    We don’t charge customers to receive a text message, but your carrier data and message rates still apply.

  • What are pending transactions?

    This is the amount of money that has been set aside for purchases made with your card, but have not yet been collected by the merchant.

  • How do I report a scam?

    If you think you may have been scammed, please contact your local police department. You can also submit a fraud report with Green Dot. Do not use this link if you are attempting to report an error for a recent purchase you do not recognize in your transaction history. 

  • What do I do if I have a question or think there is an error with a transaction on my card?

    It’s important to note that Merchant’s names or locations for your transactions may not look familiar. Many merchants use their corporate or headquarters information instead of the particular store information where you made the purchase. There may also be a delay in the posted date of the transaction. These are normal business practices. If the amount and date of the purchase are accurate, you may use that as your validation of the charge.

    In case of errors or questions about your card, write to us at Green Dot Customer Care, PO Box 5100 Pasadena, CA 91117 or click here to dispute a transaction. Write to us as soon as you can if you think an error has occurred in your card account. We must allow you to report an error until 60 days after the earlier of: (i) the date you electronically accessed your account, provided the error could be viewed in the electronic history; or (ii) the date we sent the FIRST written history on which the error appeared. You may request a written history of your transactions at any time by writing us at Written History Request, PO Box 5100 Pasadena, CA 91117. When notifying us, you will need to tell us: (i) your name and card number; (ii) why you believe there is an error, and the dollar amount involved; and (iii) approximately when the error took place.

    We will determine whether an error occurred within 10 business days after we hear from you and will correct any error promptly. If we need more time, we may take up to 45 days to investigate. If we need more time, we credit your card within 10 business days for the amount you think is in error, so that you will have the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing and we do not receive it within 10 business days, we may not provisionally credit the card. We also may not credit the card if the error does not represent a qualifying dispute, as identified in the Disputes with Merchants section of the Cardholder Agreement. More details are available here. We will let you know the results of our investigation within three business days of completing it. If we decide that there was no error, we will send you a written explanation.

    You agree that any unauthorized use does not include use by a person to whom you have given authority to use the card or PIN and that you will be liable for all such uses by such person. For example, if you have given your card or card information to another person to use, such as a friend or relative, you are responsible for that person’s transactions with your card, and if you have given your card information to a merchant for a transaction, you have given authority to that merchant to debit the card for that transaction.

Making Purchases

Green Dot Bank Account & Debit Cards
  • I bought something for X amount of dollars, but my balance is only down by $1. Why?

    Many website and phone merchants will do what’s called a “dollar authorization.” This means that they check to see that your account is valid, but they only hold $1.00 until they ship the merchandise. Once your merchandise has shipped, the $1 is refunded and will disappear from your transaction history. Then, you will be charged for the full amount of your order.

  • What is the difference between purchases that are pending and posted?

    Due to the way merchants process transactions, purchases may not post to your card for a few days. To make sure you have enough money for a purchase, merchants request approval for the purchase amount. This holds the money for them and is considered a “pending” purchase until the merchant actually collects the money from us which is when it becomes a “posted” purchase. You can review your pending and posted purchases on the Transaction History page.

  • I bought something online and it was declined but I had enough money for the purchase. Why?

    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.

  • Can my card be used as a debit or credit transaction?

    Your Green Dot debit card can be used as either a credit or debit transaction. Debit transactions will require a Personal Identification Number (PIN), so only choose this option if you already have a PIN set up.

  • I bought something online and it was declined but I still got charged for the purchase. Why?

    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.

  • Can I use the Green Dot card I got at a store to make purchases?

    Upon successful completion of registering your temporary card, you can use the temporary card inside the package to make purchases in-store, online or everywhere Visa debit is accepted in the U.S.

  • Where can I use my card to make purchases?

    You can use your card to make purchases everywhere Visa debit is accepted in the U.S.

  • What do I do if I have a question or think there is an error with a transaction on my card?

    It’s important to note that Merchant’s names or locations for your transactions may not look familiar. Many merchants use their corporate or headquarters information instead of the particular store information where you made the purchase. There may also be a delay in the posted date of the transaction. These are normal business practices. If the amount and date of the purchase are accurate, you may use that as your validation of the charge.

    In case of errors or questions about your card, write to us at Green Dot Customer Care, PO Box 5100 Pasadena, CA 91117 or click here to dispute a transaction. Write to us as soon as you can if you think an error has occurred in your card account. We must allow you to report an error until 60 days after the earlier of: (i) the date you electronically accessed your account, provided the error could be viewed in the electronic history; or (ii) the date we sent the FIRST written history on which the error appeared. You may request a written history of your transactions at any time by writing us at Written History Request, PO Box 5100 Pasadena, CA 91117. When notifying us, you will need to tell us: (i) your name and card number; (ii) why you believe there is an error, and the dollar amount involved; and (iii) approximately when the error took place.

    We will determine whether an error occurred within 10 business days after we hear from you and will correct any error promptly. If we need more time, we may take up to 45 days to investigate. If we need more time, we credit your card within 10 business days for the amount you think is in error, so that you will have the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing and we do not receive it within 10 business days, we may not provisionally credit the card. We also may not credit the card if the error does not represent a qualifying dispute, as identified in the Disputes with Merchants section of the Cardholder Agreement. More details are available here. We will let you know the results of our investigation within three business days of completing it. If we decide that there was no error, we will send you a written explanation.

    You agree that any unauthorized use does not include use by a person to whom you have given authority to use the card or PIN and that you will be liable for all such uses by such person. For example, if you have given your card or card information to another person to use, such as a friend or relative, you are responsible for that person’s transactions with your card, and if you have given your card information to a merchant for a transaction, you have given authority to that merchant to debit the card for that transaction.

  • How do “special transactions” or purchases that require pre-authorization work?

    Certain purchases (hotels, restaurants, car rentals, gas stations, etc.) require pre-authorization and may temporarily hold money from your card balance that could be greater than the actual purchase amount. Once the purchase is processed, the money will be released, and your balance will be adjusted.
    Availability of the pre-authorized money can take up to 10 business days (up to 60 days for car rentals) to be released back into your card balance.

Pay Bills

  • Who can I pay?

    You can pay anyone in the United States that you would normally pay by check or automatic debit. Thousands of billers who accept electronic payments are supported, including many utility companies, cell phone providers, and others. You can view a complete list of billers when you add your first payee. If your biller accepts electronic payments, your payment can often be made as early as the next business day as long as you submit your payment request prior to 1:00pm ET.

    You can also send paper checks to companies or individuals. This might include rent checks to your landlord, the payment to your paper deliverer, or a gift for grandma. Paper checks are sent via US mail so delivery timeframes vary, but are usually within 5 business days. Please plan your payments accordingly. You may not send payments to any recipient outside of the United States.

  • How do I enroll in Online Bill Pay?

    It is easy to sign up for Online Bill Pay!

    1. Select “Online Bill Pay” from the navigation bar
    2. Click on the “Sign Up Now” button on the right side of the page
    3. After you have accepted the Bill Payment Agreement and verified your email, you’ll be ready to pay bills using your card

    Please note that only personalized cards are eligible to enroll in the Online Bill Pay Service.

  • When will my payees receive their money?

    Each time you submit a bill payment, you will be able to see both the debit date — the date the funds will be removed from your card balance and the payment date — the earliest day that the biller may receive the bill payment.

    If your payee is included in our list of thousands of billers who accept electronic payments, your payments may arrive as early as the next business day, as long as you submit your request for payment before 1:00pm ET. If you submit your request for payment after 1:00pm ET, your electronic payment will be received by the biller on the second business day after your scheduled payment.

    You also have the ability to schedule any payment to arrive on any future business day, up to a year in advance. Our payment calendar allows you to view the date your money will leave your card, as well as the earliest date your money may be received by your payee.

  • What happens if there is not enough money to cover a payment?

    It is your responsibility to make sure there are sufficient funds in your account before 1:00pm ET on the date the payment is scheduled for debit from your account.

    If you schedule a payment prior to 1:00pm ET today with a debit date of today, we will attempt to process the payment immediately, or on the next business day if today is not a business day. If there are not enough funds to cover the payment, you will see a message that the payment was declined.

    If a payment fails due to insufficient funds, you can deposit money into your account and resubmit the payment with the same debit date if the additional funds are deposited prior to 1:00pm ET. If your additional funds are deposited after 1:00pm ET, you will need to resubmit your payment with a debit date of the following business day. Please check that the funds have been posted to your account prior to resubmitting the payment.

    If you have scheduled a payment for a future date, we will attempt to authorize the payment on that future date. If there are not enough funds to cover the payment by 1:00pm ET on that date, then the bill payment will fail and we will send you a failure notification by e-mail. You should check your e-mail to ensure that your scheduled future payments are made.

    You must provide a valid e-mail address when you enroll for Online Bill Pay. E-mail is the only means by which we communicate payment failure notifications.

    If your payment is declined due to insufficient funds, then you will need to resubmit the payment request once you have loaded sufficient funds onto the card.

  • Can I pay my credit card bill with cash?

    Please visit our Credit Card Bill Pay FAQ page for more information.

  • Is there a fee?

    Green Dot will not charge any fees for the use of the bill payment service.

  • What are the benefits of using Online Bill Pay?

    With Green Dot, it’s easy to make on-time payments while on the go or from the comfort of your home.

    TOP 3 REASONS TO TRY BILL PAY:

    • Convenient – No need to write checks, pay for stamps, or make special trips to pay your bills
    • Easy – Set up one-time or recurring bill payments and pay your bills automatically
    • Organized – Track and control your payments in one convenient place

ATMs

Expired or Expiring Cards

EMV / Chip Protection

Cash Back

Cash Back Visa® Debit Card
  • How do I start earning 2% cash back?

    1. Activate the card you purchased at a store so that it’s activated and ready for use by following the instructions located on the card sticker.

    2. Download the Green Dot app. You can sign into the app using the login details you created when you registered the account.

    3. Deposit money to your account to start using the card and earning 2% cash back. Click on the “DEPOSIT” button in the app or visit GreenDot.com to see all the ways to make a deposit.

    4. Make your new card the “default payment card on file” for all your online and app accounts, like Uber, Amazon, Walmart.com, GrubHub, Netflix, InstaCart, Wish, and Etsy!

    Important: You aren’t eligible to participate in the cash back program if we’re unable to verify your identity.

  • How much cash back can I earn?

    There is no limit!

  • What purchases qualify for 2% cash back?

    Most goods or services purchased online or through an app qualify for cash back. See our separate FAQ for more information about what does not qualify.

    To make it easy for you, we send a mobile notification whenever you make a qualifying online or mobile purchase. Plus, you can check the Cash Back Tracker in the Green Dot app.

    Be aware that cash back is normally added to your cash back balance once your qualifying purchase transaction posts but could take up to 30 days.

    Refer to your Account Agreement for more information.

  • What transactions don’t qualify for 2% cash back?

    Green Dot will pay a 2% cash back on purchases of actual goods or services. The following transactions don’t qualify:

    • Airline purchases,
    • Quasi-cash transactions (i.e. purchase of items that convert to or substitute for cash, such as digital wallets, person-to-person transactions, casino chips or transactions at online gaming sites, travelers’ checks, lottery tickets, etc.),
    • Use of your debit card to purchase gift cards or for funding another card or account,
    • Bill payments, either using your debit card or using our online bill pay service,
    • Transferring funds from your debit card or bank account to another bank account or credit card account, and
    • Transactions conducted at www.greendot.com or our mobile application (such as online bill payments or person-to-person transfers).

    Without regard to the items specifically mentioned in these rules, Green Dot reserves the right to close any accounts at any point prior to or after the anniversary of the account if, in its sole discretion, the use of the account appears abnormal or for the purpose of gaming the program.

    See your Account Agreement for more information.

  • Will returned purchases be subtracted from my cash back balance?

    Yes. 2% cash back payments made on qualifying purchases that resulted in returns, reversals, cancellations, or disputes will be subtracted from your cash back balance.

    Prior to redeeming your cash back balance, all returns, credits, or refunds made by any online or app merchant to your account will be backed out of the accumulated 2% cash back payments for the prior year and deducted from the cash back balance.

  • How do I access my 2% cash back?

    Redeem the cash back starting on the anniversary of your account registration date.

    • At that time, you can move the money into your available account balance. Then you can spend it or transfer it into your High-Yield Savings Account to earn interest. Remember, there are no additional fees to use the High-Yield Savings Account.
    • Prior to redeeming your annual cash back, all returns, credits or refunds made by any online or app merchant to the cash back bank account will be deducted from the accumulated cash back balance from the prior year.
    • Your account must be in good standing in order to redeem the accumulated balance. To maintain your account in good standing for the purposes of being eligible to redeem your annual cash back, you must have a positive balance and your account must not be blocked or flagged for fraud or notated for some other reason that makes the account unusable. If the account has a zero or negative balance, you’ll be required to bring the account to a positive balance in order to redeem the cash back.

    Refer to your Account Agreement for more information.

  • What date is considered my registration date?

    The date you register your card is your registration date.

  • How do I keep my account eligible to earn 2% cash back?

    To be eligible, your account must be in good standing. To maintain your account in good standing for the purposes of being eligible to earn and redeem your 2% cash back, you must have a positive balance and your account must not be blocked. Refer to your Account Agreement for more information.

  • Can I earn 2% cash back if I don't have Cash Back Visa® Debit Card?

    Only the Cash Back Visa® Debit Card is eligible for the 2% cash back.

  • When will the 2% cash back earned on a qualifying purchase appear?

    2% cash back earned on transactions usually update after a qualifying transaction has successfully posted but could take up to 30 days. Refer to your Account Agreement for more information.

GO2Bank Visa Debit Card

For more information on cash back with the GO2bank Visa Debit card click here.

High-Yield Savings Account

Cash Back Visa® Debit Card
GO2Bank Visa Debit Card

For more information on the GO2bank High-Yield Savings Account click here.

Money Vault

  • How can I spend the money in my Vault?

    Money in your Vault cannot be spent on purchases or cash withdrawals. To access and spend the money you have set aside, simply transfer it from your Vault back to your card by using the Green Dot app. Money in your vault will be unavailable to spend on purchases or cash withdrawals, until you transfer it back to your account.

  • Is there a limit to how much money I can set aside in my Vault?

    Money that is set aside in your Vault is included in your total card balance limit. The amount in your Vault plus the amount of your available card balance cannot exceed your card balance limit. See your Deposit Account Agreement for more information.

  • Are there fees related to the Money Vault?

    There are no fees associated with using the Vault.

  • How can I access my Money Vault?

    You can access your Vault, view the amount of money you’ve set aside, or transfer money in and out of your Vault by using the Green Dot app or logging into your account at GreenDot.com. This feature is available with the 5% Green Dot Cash Back Visa® Debit Card, Green Dot Visa® Debit Card, Pay As You Go Visa® Debit Card, and Green Dot Prepaid Mastercard or Visa cards, excluding Load & Go.

    Don’t have the mobile app? Download it for iOS and Android devices.

  • What is the Money Vault?

    This feature is available with the 5% Green Dot Cash Back Visa® Debit Card, Green Dot Visa® Debit Card, Pay As You Go Visa® Debit Card, and Green Dot Prepaid Mastercard or Visa cards, excluding Load & Go. The Green Dot Money Vault is a FREE feature that allows you to set aside cash for a rainy day or a specific goal. Use it to stash cash for safe keeping, emergencies, or future purchases. Money in your Vault cannot be spent on purchases or cash withdrawals. You can move funds in and out of your Vault as often as you like, subject to security limits. There are no additional fees to use the Vault, but money in your Vault does not earn interest.

Overdraft protection

  • Which overdraft coverage transactions are eligible for fees?

    Each transaction that is greater than $5 and overdraws your account by more than $10, up to a maximum of five overdraft fees per monthly statement period, is eligible for fees.

  • What fees are charged for overdraft protection?

    Depending on your overdraft protection coverage, a $15 fee per overdraft may be charged. No overdraft fee will be assessed in connection with any overdraft transaction if your account is returned to a $0 or positive balance within 24 hours of authorization of the first transaction greater than $5 that overdraws your account by more than $10.

    Payment of a transaction that overdrafts your account is solely at our discretion. Account must be in good standing and debit card activated to be eligible. Overdraft fees may not count towards overdraft protection limit and may cause account to be overdrawn by amount greater than overdraft protection limits specified above.

     

  • Can I avoid fees for overdraft protection?

    Yes. There are no fees for overdraft protection with Basic coverage. There are no fees for transactions of $5 or less and no fee for transactions that overdraft your account balance up to $10 with Premium 100 and Premium 200 coverage.

    No overdraft fee will be assessed in connection with any overdraft transaction if your account is returned to a $0 or positive balance within 24 hours of authorization of the first transaction greater than $5 that overdraws your account by more than $10.

    Payment of a transaction that overdrafts your account is solely at our discretion. Account must be in good standing and debit card activated to be eligible. Overdraft fees may not count towards overdraft protection limit and may cause account to be overdrawn by amount greater than overdraft protection limits specified above.

     

  • What is overdraft protection?

    Overdraft protection helps cover purchase transactions that exceed your available balance. ATM withdrawals, bill payments made within the app and sending money to others are not covered by overdraft protection. You must opt in to overdraft protection to be covered. A $15 fee may apply. See FAQ about fees for more information

  • How do I qualify for overdraft protection?

    Green Dot accountholders who receive a single direct deposit of any amount are eligible for Basic overdraft protection coverage. Additional levels of protection are available for those receiving at least two direct deposits totaling $200+ or $400+ over a rolling 35-day period. You must opt in to overdraft protection to receive coverage at any level of protection.

  • What amount of overdraft protection coverage is provided?

    There are 3 different levels of overdraft protection coverage, based on how much you direct deposit.

    BASIC
    Benefit: You’re covered if you overspend your account balance by $10 without fees
    Eligibility: At least one direct deposit in any amount
    Fees*: $0

    PREMIUM 100
    Benefit: You’re covered if you overspend your account balance by $100
    Eligibility: At least two direct deposits in previous 35 days totaling $200 or more
    Fees*: $15 fee per overdraft may apply if account balance is not brought to at least $0 within 24 hours

    PREMIUM 200
    Benefit: You’re covered if you overspend your account balance by $200
    Eligibility: At least two direct deposits in previous 35 days totaling $400 or more
    Fees*: $15 fee per overdraft may apply if account balance is not brought to at least $0 within 24 hours

    Learn more about overdraft protection

    * Payment of a transaction that overdrafts your account is solely at our discretion. Account must be in good standing and debit card activated to be eligible. Overdraft fees may not count towards overdraft protection limit and may cause account to be overdrawn by amount greater than overdraft protection limits specified above.                               

     

  • Which transactions are covered by overdraft protection?

    Once you opt in to overdraft protection, purchase transactions are covered by overdraft protection. Cash withdrawals, paying bills within the app and sending money to others are NOT covered. 

  • Can my eligibility for overdraft protection coverage change?

    Yes. As long as you maintain the required direct deposits, and your account remains in good standing, you are still eligible for your existing coverage. Your coverage is automatically adjusted based on your direct deposits.

    Payment of a transaction that overdrafts your account is solely at our discretion. If you have too many overdrafts in a billing period your protection may be suspended.

     

  • Can I opt out of overdraft protection at any time?

    Yes. You can opt out at any time by logging in to the Green Dot app or Green Dot.com and navigating to OVERDRAFT COVERAGE. However, any pending purchase transactions may still take the account below $0 and result in an overdraft fee.

    No overdraft fee will be assessed in connection with any overdraft transaction if your account is returned to a $0 or positive balance within 24 hours of authorization of the first transaction greater than $5 that overdraws your account by more than $10.

    Payment of a transaction that overdrafts your account is solely at our discretion. Account must be in good standing and debit card activated to be eligible. Overdraft fees may not count towards overdraft protection limit and may cause account to be overdrawn by amount greater than overdraft protection limits specified above.

     

  • How will I be notified that I am eligible for overdraft protection?

    If you choose to receive notifications for the overdraft protection feature in the app, you can be notified by SMS, email or push notification. Or, you can find out by logging in to the Green Dot app and visiting the overdraft protection section.

    Message and data rates may apply.

  • How do I opt in to overdraft protection?

    There are two ways to opt in to overdraft protection once eligible - the Green Dot app or GreenDot.com

    1) Green Dot app

    • Log into your account
    • Select OVERDRAFT PROTECTION on the home screen
    • Tap the OPT IN ENABLE button
    • After reviewing the Overdraft Protection Agreement, tap the AGREE and OPT IN button to opt in to overdraft protection.

    Or

    2) Green Dot.com

    • Log into your account
    • Go to the OVERDRAFT PROTECTION block on the home screen
    • Select OPT IN TO ENABLE
    • After reviewing the Overdraft Protection Agreement, click AGREE AND OPT IN to opt in to overdraft protection.
  • How do I opt out of overdraft protection coverage?

    There are two ways to opt out of overdraft protection coverage: the Green Dot app or GreenDot.com

    1) Green Dot app

    • Log into your account
    • Select OVERDRAFT PROTECTION on the home screen
    • Tap the three dots "..." in the upper right corner
    • Tap OPT OUT OF OVERDRAFT PROTECTION
    • Tap OPT OUT

    Or

    2) GreenDot.com

    • Log into your account
    • Select the OVERDRAFT PROTECTION tab in the top navigation on the home screen
    • Select the three dots "..." in the upper right corner
    • Select OPT OUT OF OVERDRAFT PROTECTION
    • Select OPT OUT

     

  • I bought something but my balance doesn't show any money taken off. Why?

    Many website and phone merchants process all of their orders at the end of the day. It may take 24 – 48 hours before you see the charge on your card.

    Another reason is that most website and phone order companies only charge your card when the merchandise is shipped, not when it is ordered. The merchant may not charge your account until they ship your merchandise a few days (or weeks) later.

  • I bought something for X amount of dollars, but my balance is only down by $1. Why?

    Many website and phone merchants will do what’s called a “dollar authorization.” This means that they check to see that your account is valid, but they only hold $1.00 until they ship the merchandise. Once your merchandise has shipped, the $1 is refunded and will disappear from your transaction history. Then, you will be charged for the full amount of your order.

  • What is the difference between purchases that are pending and posted?

    Due to the way merchants process transactions, purchases may not post to your card for a few days. To make sure you have enough money for a purchase, merchants request approval for the purchase amount. This holds the money for them and is considered a “pending” purchase until the merchant actually collects the money from us, which is when it becomes a “posted” purchase. You can review your pending and posted purchases on the Transaction History page.

  • Why is the amount pending sometimes different than what I actually spent?

    Some merchants, such as hotels, car rentals and restaurants, have a policy that requires them to pre-authorize and temporarily hold an amount of money from your card balance that is greater than your actual purchase amount. Once your purchase is processed by the merchant, your card balance will reflect the amount of your actual purchase and the held funds will become available for immediate use. Availability of the pre-authorized funds can take up to 10 days (90 days for car rentals) to be released back into your card balance.

    In some instances, the initial pending transaction will not include the tip. Once your purchase is processed by the merchant, the tip will be included in the amount posted to the account.

  • How do I check my card balance and transactions?

    Quickly check your balance and transaction history online 24/7 by logging in to GreenDot.com or the mobile app.

    You may also add your mobile number with Green Dot by logging in to your account and selecting Account Settings. Then you can text the following commands to 43411:

    • To get your balance, text "BAL Last4" to 43411 (where Last4 is the last 4 digits of your card number).
    • To check your transactions, text "HIST Last4" to 43411 (where Last4 is the last 4 digits of your card number).

    We don’t charge customers to receive a text message, but your carrier data and message rates still apply.

  • What are pending transactions?

    This is the amount of money that has been set aside for purchases made with your card, but have not yet been collected by the merchant.

  • How do I report a scam?

    If you think you may have been scammed, please contact your local police department. You can also submit a fraud report with Green Dot. Do not use this link if you are attempting to report an error for a recent purchase you do not recognize in your transaction history. 

  • What do I do if I have a question or think there is an error with a transaction on my card?

    It’s important to note that Merchant’s names or locations for your transactions may not look familiar. Many merchants use their corporate or headquarters information instead of the particular store information where you made the purchase. There may also be a delay in the posted date of the transaction. These are normal business practices. If the amount and date of the purchase are accurate, you may use that as your validation of the charge.

    In case of errors or questions about your card, write to us at Green Dot Customer Care, PO Box 5100 Pasadena, CA 91117 or click here to dispute a transaction. Write to us as soon as you can if you think an error has occurred in your card account. We must allow you to report an error until 60 days after the earlier of: (i) the date you electronically accessed your account, provided the error could be viewed in the electronic history; or (ii) the date we sent the FIRST written history on which the error appeared. You may request a written history of your transactions at any time by writing us at Written History Request, PO Box 5100 Pasadena, CA 91117. When notifying us, you will need to tell us: (i) your name and card number; (ii) why you believe there is an error, and the dollar amount involved; and (iii) approximately when the error took place.

    We will determine whether an error occurred within 10 business days after we hear from you and will correct any error promptly. If we need more time, we may take up to 45 days to investigate. If we need more time, we credit your card within 10 business days for the amount you think is in error, so that you will have the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing and we do not receive it within 10 business days, we may not provisionally credit the card. We also may not credit the card if the error does not represent a qualifying dispute, as identified in the Disputes with Merchants section of the Cardholder Agreement. More details are available here. We will let you know the results of our investigation within three business days of completing it. If we decide that there was no error, we will send you a written explanation.

    You agree that any unauthorized use does not include use by a person to whom you have given authority to use the card or PIN and that you will be liable for all such uses by such person. For example, if you have given your card or card information to another person to use, such as a friend or relative, you are responsible for that person’s transactions with your card, and if you have given your card information to a merchant for a transaction, you have given authority to that merchant to debit the card for that transaction.

Green Dot Bank Account & Debit Cards
  • I bought something for X amount of dollars, but my balance is only down by $1. Why?

    Many website and phone merchants will do what’s called a “dollar authorization.” This means that they check to see that your account is valid, but they only hold $1.00 until they ship the merchandise. Once your merchandise has shipped, the $1 is refunded and will disappear from your transaction history. Then, you will be charged for the full amount of your order.

  • What is the difference between purchases that are pending and posted?

    Due to the way merchants process transactions, purchases may not post to your card for a few days. To make sure you have enough money for a purchase, merchants request approval for the purchase amount. This holds the money for them and is considered a “pending” purchase until the merchant actually collects the money from us which is when it becomes a “posted” purchase. You can review your pending and posted purchases on the Transaction History page.

  • I bought something online and it was declined but I had enough money for the purchase. Why?

    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.

  • Can my card be used as a debit or credit transaction?

    Your Green Dot debit card can be used as either a credit or debit transaction. Debit transactions will require a Personal Identification Number (PIN), so only choose this option if you already have a PIN set up.

  • I bought something online and it was declined but I still got charged for the purchase. Why?

    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.

  • Can I use the Green Dot card I got at a store to make purchases?

    Upon successful completion of registering your temporary card, you can use the temporary card inside the package to make purchases in-store, online or everywhere Visa debit is accepted in the U.S.

  • Where can I use my card to make purchases?

    You can use your card to make purchases everywhere Visa debit is accepted in the U.S.

  • What do I do if I have a question or think there is an error with a transaction on my card?

    It’s important to note that Merchant’s names or locations for your transactions may not look familiar. Many merchants use their corporate or headquarters information instead of the particular store information where you made the purchase. There may also be a delay in the posted date of the transaction. These are normal business practices. If the amount and date of the purchase are accurate, you may use that as your validation of the charge.

    In case of errors or questions about your card, write to us at Green Dot Customer Care, PO Box 5100 Pasadena, CA 91117 or click here to dispute a transaction. Write to us as soon as you can if you think an error has occurred in your card account. We must allow you to report an error until 60 days after the earlier of: (i) the date you electronically accessed your account, provided the error could be viewed in the electronic history; or (ii) the date we sent the FIRST written history on which the error appeared. You may request a written history of your transactions at any time by writing us at Written History Request, PO Box 5100 Pasadena, CA 91117. When notifying us, you will need to tell us: (i) your name and card number; (ii) why you believe there is an error, and the dollar amount involved; and (iii) approximately when the error took place.

    We will determine whether an error occurred within 10 business days after we hear from you and will correct any error promptly. If we need more time, we may take up to 45 days to investigate. If we need more time, we credit your card within 10 business days for the amount you think is in error, so that you will have the money during the time it takes us to complete our investigation. If we ask you to put your complaint or question in writing and we do not receive it within 10 business days, we may not provisionally credit the card. We also may not credit the card if the error does not represent a qualifying dispute, as identified in the Disputes with Merchants section of the Cardholder Agreement. More details are available here. We will let you know the results of our investigation within three business days of completing it. If we decide that there was no error, we will send you a written explanation.

    You agree that any unauthorized use does not include use by a person to whom you have given authority to use the card or PIN and that you will be liable for all such uses by such person. For example, if you have given your card or card information to another person to use, such as a friend or relative, you are responsible for that person’s transactions with your card, and if you have given your card information to a merchant for a transaction, you have given authority to that merchant to debit the card for that transaction.

  • How do “special transactions” or purchases that require pre-authorization work?

    Certain purchases (hotels, restaurants, car rentals, gas stations, etc.) require pre-authorization and may temporarily hold money from your card balance that could be greater than the actual purchase amount. Once the purchase is processed, the money will be released, and your balance will be adjusted.
    Availability of the pre-authorized money can take up to 10 business days (up to 60 days for car rentals) to be released back into your card balance.

  • Who can I pay?

    You can pay anyone in the United States that you would normally pay by check or automatic debit. Thousands of billers who accept electronic payments are supported, including many utility companies, cell phone providers, and others. You can view a complete list of billers when you add your first payee. If your biller accepts electronic payments, your payment can often be made as early as the next business day as long as you submit your payment request prior to 1:00pm ET.

    You can also send paper checks to companies or individuals. This might include rent checks to your landlord, the payment to your paper deliverer, or a gift for grandma. Paper checks are sent via US mail so delivery timeframes vary, but are usually within 5 business days. Please plan your payments accordingly. You may not send payments to any recipient outside of the United States.

  • How do I enroll in Online Bill Pay?

    It is easy to sign up for Online Bill Pay!

    1. Select “Online Bill Pay” from the navigation bar
    2. Click on the “Sign Up Now” button on the right side of the page
    3. After you have accepted the Bill Payment Agreement and verified your email, you’ll be ready to pay bills using your card

    Please note that only personalized cards are eligible to enroll in the Online Bill Pay Service.

  • When will my payees receive their money?

    Each time you submit a bill payment, you will be able to see both the debit date — the date the funds will be removed from your card balance and the payment date — the earliest day that the biller may receive the bill payment.

    If your payee is included in our list of thousands of billers who accept electronic payments, your payments may arrive as early as the next business day, as long as you submit your request for payment before 1:00pm ET. If you submit your request for payment after 1:00pm ET, your electronic payment will be received by the biller on the second business day after your scheduled payment.

    You also have the ability to schedule any payment to arrive on any future business day, up to a year in advance. Our payment calendar allows you to view the date your money will leave your card, as well as the earliest date your money may be received by your payee.

  • What happens if there is not enough money to cover a payment?

    It is your responsibility to make sure there are sufficient funds in your account before 1:00pm ET on the date the payment is scheduled for debit from your account.

    If you schedule a payment prior to 1:00pm ET today with a debit date of today, we will attempt to process the payment immediately, or on the next business day if today is not a business day. If there are not enough funds to cover the payment, you will see a message that the payment was declined.

    If a payment fails due to insufficient funds, you can deposit money into your account and resubmit the payment with the same debit date if the additional funds are deposited prior to 1:00pm ET. If your additional funds are deposited after 1:00pm ET, you will need to resubmit your payment with a debit date of the following business day. Please check that the funds have been posted to your account prior to resubmitting the payment.

    If you have scheduled a payment for a future date, we will attempt to authorize the payment on that future date. If there are not enough funds to cover the payment by 1:00pm ET on that date, then the bill payment will fail and we will send you a failure notification by e-mail. You should check your e-mail to ensure that your scheduled future payments are made.

    You must provide a valid e-mail address when you enroll for Online Bill Pay. E-mail is the only means by which we communicate payment failure notifications.

    If your payment is declined due to insufficient funds, then you will need to resubmit the payment request once you have loaded sufficient funds onto the card.

  • Can I pay my credit card bill with cash?

    Please visit our Credit Card Bill Pay FAQ page for more information.

  • Is there a fee?

    Green Dot will not charge any fees for the use of the bill payment service.

  • What are the benefits of using Online Bill Pay?

    With Green Dot, it’s easy to make on-time payments while on the go or from the comfort of your home.

    TOP 3 REASONS TO TRY BILL PAY:

    • Convenient – No need to write checks, pay for stamps, or make special trips to pay your bills
    • Easy – Set up one-time or recurring bill payments and pay your bills automatically
    • Organized – Track and control your payments in one convenient place
Cash Back Visa® Debit Card
  • How do I start earning 2% cash back?

    1. Activate the card you purchased at a store so that it’s activated and ready for use by following the instructions located on the card sticker.

    2. Download the Green Dot app. You can sign into the app using the login details you created when you registered the account.

    3. Deposit money to your account to start using the card and earning 2% cash back. Click on the “DEPOSIT” button in the app or visit GreenDot.com to see all the ways to make a deposit.

    4. Make your new card the “default payment card on file” for all your online and app accounts, like Uber, Amazon, Walmart.com, GrubHub, Netflix, InstaCart, Wish, and Etsy!

    Important: You aren’t eligible to participate in the cash back program if we’re unable to verify your identity.

  • How much cash back can I earn?

    There is no limit!

  • What purchases qualify for 2% cash back?

    Most goods or services purchased online or through an app qualify for cash back. See our separate FAQ for more information about what does not qualify.

    To make it easy for you, we send a mobile notification whenever you make a qualifying online or mobile purchase. Plus, you can check the Cash Back Tracker in the Green Dot app.

    Be aware that cash back is normally added to your cash back balance once your qualifying purchase transaction posts but could take up to 30 days.

    Refer to your Account Agreement for more information.

  • What transactions don’t qualify for 2% cash back?

    Green Dot will pay a 2% cash back on purchases of actual goods or services. The following transactions don’t qualify:

    • Airline purchases,
    • Quasi-cash transactions (i.e. purchase of items that convert to or substitute for cash, such as digital wallets, person-to-person transactions, casino chips or transactions at online gaming sites, travelers’ checks, lottery tickets, etc.),
    • Use of your debit card to purchase gift cards or for funding another card or account,
    • Bill payments, either using your debit card or using our online bill pay service,
    • Transferring funds from your debit card or bank account to another bank account or credit card account, and
    • Transactions conducted at www.greendot.com or our mobile application (such as online bill payments or person-to-person transfers).

    Without regard to the items specifically mentioned in these rules, Green Dot reserves the right to close any accounts at any point prior to or after the anniversary of the account if, in its sole discretion, the use of the account appears abnormal or for the purpose of gaming the program.

    See your Account Agreement for more information.

  • Will returned purchases be subtracted from my cash back balance?

    Yes. 2% cash back payments made on qualifying purchases that resulted in returns, reversals, cancellations, or disputes will be subtracted from your cash back balance.

    Prior to redeeming your cash back balance, all returns, credits, or refunds made by any online or app merchant to your account will be backed out of the accumulated 2% cash back payments for the prior year and deducted from the cash back balance.

  • How do I access my 2% cash back?

    Redeem the cash back starting on the anniversary of your account registration date.

    • At that time, you can move the money into your available account balance. Then you can spend it or transfer it into your High-Yield Savings Account to earn interest. Remember, there are no additional fees to use the High-Yield Savings Account.
    • Prior to redeeming your annual cash back, all returns, credits or refunds made by any online or app merchant to the cash back bank account will be deducted from the accumulated cash back balance from the prior year.
    • Your account must be in good standing in order to redeem the accumulated balance. To maintain your account in good standing for the purposes of being eligible to redeem your annual cash back, you must have a positive balance and your account must not be blocked or flagged for fraud or notated for some other reason that makes the account unusable. If the account has a zero or negative balance, you’ll be required to bring the account to a positive balance in order to redeem the cash back.

    Refer to your Account Agreement for more information.

  • What date is considered my registration date?

    The date you register your card is your registration date.

  • How do I keep my account eligible to earn 2% cash back?

    To be eligible, your account must be in good standing. To maintain your account in good standing for the purposes of being eligible to earn and redeem your 2% cash back, you must have a positive balance and your account must not be blocked. Refer to your Account Agreement for more information.

  • Can I earn 2% cash back if I don't have Cash Back Visa® Debit Card?

    Only the Cash Back Visa® Debit Card is eligible for the 2% cash back.

  • When will the 2% cash back earned on a qualifying purchase appear?

    2% cash back earned on transactions usually update after a qualifying transaction has successfully posted but could take up to 30 days. Refer to your Account Agreement for more information.

GO2Bank Visa Debit Card

For more information on cash back with the GO2bank Visa Debit card click here.

Cash Back Visa® Debit Card
GO2Bank Visa Debit Card

For more information on the GO2bank High-Yield Savings Account click here.

  • How can I spend the money in my Vault?

    Money in your Vault cannot be spent on purchases or cash withdrawals. To access and spend the money you have set aside, simply transfer it from your Vault back to your card by using the Green Dot app. Money in your vault will be unavailable to spend on purchases or cash withdrawals, until you transfer it back to your account.

  • Is there a limit to how much money I can set aside in my Vault?

    Money that is set aside in your Vault is included in your total card balance limit. The amount in your Vault plus the amount of your available card balance cannot exceed your card balance limit. See your Deposit Account Agreement for more information.

  • Are there fees related to the Money Vault?

    There are no fees associated with using the Vault.

  • How can I access my Money Vault?

    You can access your Vault, view the amount of money you’ve set aside, or transfer money in and out of your Vault by using the Green Dot app or logging into your account at GreenDot.com. This feature is available with the 5% Green Dot Cash Back Visa® Debit Card, Green Dot Visa® Debit Card, Pay As You Go Visa® Debit Card, and Green Dot Prepaid Mastercard or Visa cards, excluding Load & Go.

    Don’t have the mobile app? Download it for iOS and Android devices.

  • What is the Money Vault?

    This feature is available with the 5% Green Dot Cash Back Visa® Debit Card, Green Dot Visa® Debit Card, Pay As You Go Visa® Debit Card, and Green Dot Prepaid Mastercard or Visa cards, excluding Load & Go. The Green Dot Money Vault is a FREE feature that allows you to set aside cash for a rainy day or a specific goal. Use it to stash cash for safe keeping, emergencies, or future purchases. Money in your Vault cannot be spent on purchases or cash withdrawals. You can move funds in and out of your Vault as often as you like, subject to security limits. There are no additional fees to use the Vault, but money in your Vault does not earn interest.

  • Which overdraft coverage transactions are eligible for fees?

    Each transaction that is greater than $5 and overdraws your account by more than $10, up to a maximum of five overdraft fees per monthly statement period, is eligible for fees.

  • What fees are charged for overdraft protection?

    Depending on your overdraft protection coverage, a $15 fee per overdraft may be charged. No overdraft fee will be assessed in connection with any overdraft transaction if your account is returned to a $0 or positive balance within 24 hours of authorization of the first transaction greater than $5 that overdraws your account by more than $10.

    Payment of a transaction that overdrafts your account is solely at our discretion. Account must be in good standing and debit card activated to be eligible. Overdraft fees may not count towards overdraft protection limit and may cause account to be overdrawn by amount greater than overdraft protection limits specified above.

     

  • Can I avoid fees for overdraft protection?

    Yes. There are no fees for overdraft protection with Basic coverage. There are no fees for transactions of $5 or less and no fee for transactions that overdraft your account balance up to $10 with Premium 100 and Premium 200 coverage.

    No overdraft fee will be assessed in connection with any overdraft transaction if your account is returned to a $0 or positive balance within 24 hours of authorization of the first transaction greater than $5 that overdraws your account by more than $10.

    Payment of a transaction that overdrafts your account is solely at our discretion. Account must be in good standing and debit card activated to be eligible. Overdraft fees may not count towards overdraft protection limit and may cause account to be overdrawn by amount greater than overdraft protection limits specified above.

     

  • What is overdraft protection?

    Overdraft protection helps cover purchase transactions that exceed your available balance. ATM withdrawals, bill payments made within the app and sending money to others are not covered by overdraft protection. You must opt in to overdraft protection to be covered. A $15 fee may apply. See FAQ about fees for more information

  • How do I qualify for overdraft protection?

    Green Dot accountholders who receive a single direct deposit of any amount are eligible for Basic overdraft protection coverage. Additional levels of protection are available for those receiving at least two direct deposits totaling $200+ or $400+ over a rolling 35-day period. You must opt in to overdraft protection to receive coverage at any level of protection.

  • What amount of overdraft protection coverage is provided?

    There are 3 different levels of overdraft protection coverage, based on how much you direct deposit.

    BASIC
    Benefit: You’re covered if you overspend your account balance by $10 without fees
    Eligibility: At least one direct deposit in any amount
    Fees*: $0

    PREMIUM 100
    Benefit: You’re covered if you overspend your account balance by $100
    Eligibility: At least two direct deposits in previous 35 days totaling $200 or more
    Fees*: $15 fee per overdraft may apply if account balance is not brought to at least $0 within 24 hours

    PREMIUM 200
    Benefit: You’re covered if you overspend your account balance by $200
    Eligibility: At least two direct deposits in previous 35 days totaling $400 or more
    Fees*: $15 fee per overdraft may apply if account balance is not brought to at least $0 within 24 hours

    Learn more about overdraft protection

    * Payment of a transaction that overdrafts your account is solely at our discretion. Account must be in good standing and debit card activated to be eligible. Overdraft fees may not count towards overdraft protection limit and may cause account to be overdrawn by amount greater than overdraft protection limits specified above.                               

     

  • Which transactions are covered by overdraft protection?

    Once you opt in to overdraft protection, purchase transactions are covered by overdraft protection. Cash withdrawals, paying bills within the app and sending money to others are NOT covered. 

  • Can my eligibility for overdraft protection coverage change?

    Yes. As long as you maintain the required direct deposits, and your account remains in good standing, you are still eligible for your existing coverage. Your coverage is automatically adjusted based on your direct deposits.

    Payment of a transaction that overdrafts your account is solely at our discretion. If you have too many overdrafts in a billing period your protection may be suspended.

     

  • Can I opt out of overdraft protection at any time?

    Yes. You can opt out at any time by logging in to the Green Dot app or Green Dot.com and navigating to OVERDRAFT COVERAGE. However, any pending purchase transactions may still take the account below $0 and result in an overdraft fee.

    No overdraft fee will be assessed in connection with any overdraft transaction if your account is returned to a $0 or positive balance within 24 hours of authorization of the first transaction greater than $5 that overdraws your account by more than $10.

    Payment of a transaction that overdrafts your account is solely at our discretion. Account must be in good standing and debit card activated to be eligible. Overdraft fees may not count towards overdraft protection limit and may cause account to be overdrawn by amount greater than overdraft protection limits specified above.

     

  • How will I be notified that I am eligible for overdraft protection?

    If you choose to receive notifications for the overdraft protection feature in the app, you can be notified by SMS, email or push notification. Or, you can find out by logging in to the Green Dot app and visiting the overdraft protection section.

    Message and data rates may apply.

  • How do I opt in to overdraft protection?

    There are two ways to opt in to overdraft protection once eligible - the Green Dot app or GreenDot.com

    1) Green Dot app

    • Log into your account
    • Select OVERDRAFT PROTECTION on the home screen
    • Tap the OPT IN ENABLE button
    • After reviewing the Overdraft Protection Agreement, tap the AGREE and OPT IN button to opt in to overdraft protection.

    Or

    2) Green Dot.com

    • Log into your account
    • Go to the OVERDRAFT PROTECTION block on the home screen
    • Select OPT IN TO ENABLE
    • After reviewing the Overdraft Protection Agreement, click AGREE AND OPT IN to opt in to overdraft protection.
  • How do I opt out of overdraft protection coverage?

    There are two ways to opt out of overdraft protection coverage: the Green Dot app or GreenDot.com

    1) Green Dot app

    • Log into your account
    • Select OVERDRAFT PROTECTION on the home screen
    • Tap the three dots "..." in the upper right corner
    • Tap OPT OUT OF OVERDRAFT PROTECTION
    • Tap OPT OUT

    Or

    2) GreenDot.com

    • Log into your account
    • Select the OVERDRAFT PROTECTION tab in the top navigation on the home screen
    • Select the three dots "..." in the upper right corner
    • Select OPT OUT OF OVERDRAFT PROTECTION
    • Select OPT OUT