Faqs

General Questions

What is an E1 Visa Prepaid Card?
Who is EPS Financial?
Is the E1 Card a credit card?
How do I get a personalized E1 Visa Prepaid Card?
How much does the E1 Visa Prepaid Card cost?
I already have a prepaid card from another company why should I switch to the E1 Visa Prepaid Card?
How do I close my E1 Card account?
Will I receive a paper statement?
Does the E1 Visa Prepaid Card have an expiration date?
Why can’t I get connected to a live Customer Service Agent?
What hours are E1 Customer Service Agents available?

Adding Money

How do I load money to my E1 Prepaid Card account?
How do I set up direct deposit of my paycheck or benefits check to my E1 Prepaid Card account?
I have two jobs, how many direct deposits can I set up?
How do I add Cash to my E1 Prepaid Card account?
Can I add money from my another bank account to my E1 Prepaid Card account?

Using the E1 Prepaid Card

Where can the E1 Card be used?
How do I use the E1 Visa Prepaid Card at an ATM?
How do I set up a PIN?
What if I forget my PIN?
Can I use my E1 Visa Prepaid Card to pay for gas “at the pump”?
Why do some restaurants, rental cars, and hotels place a hold on my money?
What happens if I need to return an item purchased with my E1 Card?
What happens if my E1 Card is lost or stolen?

Card Loading and Usage Limits

What are the balance limits, spending limits, and cash withdrawal limits for my E1 Visa Prepaid Card?

Bill Pay

What are Bill Pay Services?
How do I use Bill Pay Services?
Can I send checks using Bill Pay?
How much does it cost to use Bill Pay?

Manage Card Account

How do I check my card account balance?
How do I review my transaction history?
What are card activity alerts?
How much do card activity alerts cost?

What is an E1 Visa Prepaid Card?Your E1 Visa Prepaid Card is more than just a way for you to receive your tax refund. It’s a reloadable prepaid card account with very low fees (Compare and Save)that can save you money all year long. It’s a better way to bank and a great alternative to checking accounts, credit cards, and cash. Securely manage your money, make purchases at millions of locations everywhere Visa debit cards are accepted, get cash at over one million ATMs worldwide. Best of all, Direct Deposit your paycheck or benefits check for free and avoid costly check cashing fees! Your money is FDIC insured through The Bancorp Bank and with the Visa Zero Liability* policy you’re protected from unauthorized purchases if your card is ever lost or stolen. Your E1 Prepaid Card is administered by EPS Financial.

Who is EPS Financial?
EPS Financial, LLC is a financial services firm that provides taxpayers with innovative banking products through its e-Collect product suite. EPS Financial’s e-Collect banking products have allowed over 1 million taxpayers to pay their tax preparation fee directly out of their tax refund instead of out of their pocket. EPS Financial is the program manager for the E1 Visa Prepaid Card which is one of three ways tax customers can receive their tax refund.

Is the E1 Card a credit card?
No. It’s a reloadable prepaid card account with very low fees that makes sense to use year round. It’s a better way to bank and is a great alternative to credit cards, checking accounts, and cash! Unlike a credit card, your E1 Visa Prepaid Card only allows you to spend the dollar amount loaded to your E1 Prepaid Card account. Each time your E1 Prepaid Card is used, the purchase or cash withdrawal dollar amount is deducted from the available prepaid card account balance. You never pay interest or get hit with late fees or overdrawn account fees.

How do I get a personalized E1 Prepaid Card?
You will automatically receive a personalized card in the mail when you add cash or set up a non-tax Direct Deposit to the instant issue prepaid card you received from your tax preparer. Add money by setting up Direct Deposit of your payroll check or government benefits check or Add Cash by visiting any of the thousands of Green Dot, MoneyGram or Visa ReadyLink locations nationwide.

What is the cost to get an E1 Prepaid Card?
There is no cost to get an E1 Prepaid Card. Unlike other prepaid cards, the E1 Prepaid Card has no card issuance fees or card activation fees. A complete list of fees can be found within the fee schedule in the Cardholder Agreement or by clicking here.

I already have a prepaid card from another company why should I switch to the E1 Visa Prepaid Card?
That answer is simple, LOW FEES! Advertising is very expensive so it costs other prepaid card program managers a lot of money to get you to sign up and use their prepaid card. EPS Financial didn’t have to advertise to get you to sign up and use the E1 Card because you made the decision to have your tax refund put on an E1 Prepaid Card account. Therefore, we are able to pass along those advertising dollars to our cardholders in the form of LOW FEES! Are there any other prepaid card program managers that provide fee free ATM withdrawals each month?

How do I close my E1 Card account?
Contact Customer Service at 866.331.8756 and request that your account be closed. Before closing your account, you should spend any remaining funds from your card account. Funds can be withdrawn at an ATM, by receiving cash back at a merchant when you complete a PIN transaction, at a bank teller or by making bill payments. If you still have funds remaining, you can request funds be sent to another account or request a check be mailed to you for your remaining balance. Please note that if you request your funds be transferred or a check be mailed to you, there will be a 30 day waiting period before we can process your request and mail a check to the card account address on file.

Will I receive a paper statement?
You will be able to view and download your monthly statements for free through your online card account at www.E1card.com. Statements are available in your online card account starting one month after your card issuance date and will be available every month on this date. Electronic statements through your online card account are free. If you would like a paper statement mailed to the address on file, there is a fee of $2.00 and you must request a paper statement from a live Customer Service Agent by calling 866.331.8756 between the hours of 9:00am-6:00pm EST Monday-Friday.

Does the E1 Prepaid Card have an expiration date?
Yes. The instant issue reloadable card you received from your tax preparer expires December 31 of the year you receive it. Personalized and reloadable E1 Prepaid Cards expire 4 years from date of issue. Add cash or set up direct deposit to your instant issue reloadable prepaid card and we will automatically upgrade your prepaid card account to a new personalized E1 Prepaid Card. You will receive your new personalized E1 prepaid card in the mail within 7-10 days.

Why can’t I get connected to a live Customer Service Agent?
Before you can speak with a live Customer Service Agent you must load funds to your card account through a tax load, cash load, or direct deposit. Set up account activity email and/or text alerts through your online card account so you will be notified immediately after your tax refund has been deposited to your E1 Prepaid Card account.

When are E1 Customer Service Agents available?
E1 Card customer service representatives are available 24/7 by calling the number on the back of your card, 866.331.8756. Please remember that you will not be able to speak to a live customer service agent until funds have been added to your E1 Prepaid Card account. Set up card account activity alerts and access your card account information 24/7 online by clicking here or visiting www.E1card.com.

Adding Money

How do I add money to my E1 Prepaid Card account?
Click Here to learn the different about the various card loading options available. The best option to save time and money is enrolling in Direct Deposit. If your employer, payroll or benefits provider offers direct deposit; you can elect to have your paycheck direct deposited to your E1 Prepaid Card account for free. Click Here to log in to your prepaid card account and print your personalized direct deposit form which will have your prepaid card account bank routing number and your direct deposit account number. Provide the form or bank routing number and direct deposit account number to the person responsible for your payroll or benefits disbursement. You also have the option of loading cash directly to your prepaid card account. Visit any Green Dot®, MoneyGram or Visa ReadyLink retail load location to add cash to your E1 Prepaid Card account. Click here to find a location near you.

How do I set up direct deposit of my paycheck or benefits check to my E1 Prepaid Card account?
You were provided with a Direct Deposit form in your card envelope. Fill out the required information and take to your employer. You can also find the form on www.E1card.com. Simply log into your cardholder account and print your direct deposit form to provide to your employer, payroll provider, or benefits provider.

I have more than one job, how many direct deposits can I set up?
You can set up multiple direct deposits from different sources to your prepaid card account. Multiple paychecks and/or government issued benefit checks can all be conveniently direct deposited to your online prepaid card account. Simple log into your cardholder account www.E1card.com, print your direct deposit form, and present it to your employer, payroll provider, or benefits provider.

How do I add Cash to my E1 Prepaid Card account?
Through our cash load network partners, depositing cash into your prepaid card account is safe and convenient at any Green Dot®, ReadyLink, or MoneyGram retail load locations nationwide. Click here to find a location near you.

Can I add money from another bank account to my E1 Prepaid Card account?
Yes, we support Bank to prepaid card account transfers. Visit your financial institution”s website to set up your ACH (automated clearing house) transfer from your bank account to your E1 Prepaid Card account.You will need your E1 Prepaid Card account bank routing and direct deposit account number which you can find when you login to your E1 online card account.

Using the E1 Prepaid Card

Where can the E1 Visa Prepaid Card be used?
The E1 Card can be used to make purchases at stores, restaurants, online, or over the phone;everywhere Visa debit cards are accepted. You can also use your card to withdrawal cash at ATMs and get “cash back” at retailers through a PIN Debit transaction.

How do I use the E1 Visa Prepaid Card at an ATM?
After you have activated and select a PIN you can obtain cash from any Automated Teller Machine (“ATM”) that bears the Visa Acceptance Mark. Insert your E1 Prepaid Card into the ATM machine, enter your PIN when prompted, and select “checking” to access your E1 Prepaid Card account. Instant Issue E1 Prepaid Cards have a fee of $2.50 per withdrawal. Upgrade to a personalized E1 Prepaid Card to receive two free ATM withdrawals each month and only $1.95 per withdrawal that month thereafter. Please note, there may be an ATM-surcharge fee imposed by the ATM terminal owner.

How do I set up a PIN?
When you receive the card you will need to activate it by calling 866.331.8756 or online at www.E1card.com. While going through the activation process you will set up your Personal Identification Number (PIN).

What if I forget my PIN?
You can reset or change your PIN by calling 866.331.8756 and follow the prompts to change your PIN. You can also reset or change your PIN through your online E1 Prepaid Card account.

Can I use my E1 Visa Prepaid Card to pay for gas “at the pump”?
Yes, but it is strongly recommended paying inside at the cashier instead of at the pump. The reason, the gas station has the right to pre-authorize $100 or more if you choose to pay at the pump. When they finalize the transaction, they will release the difference between your actual purchase price and the pre-authorization amount but until they do there will be a hold on that difference.If you pay inside at the cashier, there will be no pre-authorized hold on your money beyond your actual purchase total.

Why do some restaurants, rental cars, and hotels place a hold on my money?
When the total purchase amount due is not a set confirmed amount the merchant may pre-authorize the purchase, which puts a hold on your prepaid card amount for that amount. Some restaurants hold up to 20% over the total amount of the bill to cover the amount you tip the server. If you’re concerned about potential holds, contact the restaurant, rental car, or hotel ahead of time in inquire about their prepaid card policy so you can prepare accordingly.

What happens if I need to return an item purchased with my E1 Card?
The original purchase must be made with your E1 Visa Prepaid Card in order to receive a refund to your E1 Prepaid Card account. Each merchant location has its own return policies and will handle the returns in the same manner as any other Visa transaction. They may credit your E1 Card, provide a cash refund, or provide you store credit.

What happens if my E1 Card is lost or stolen?
Call Customer Service at 866.331.8756 to report your card lost or stolen. A fee of $9.95 for the replacement card will be deducted from the cards’ available balance.

Card Loading and Usage Limits

What are the balance limits, spending limits, and cash withdrawal limits for my E1 Visa Prepaid Card?

Adding Money Minimum Maximum Transaction Maximum
Card Account Balance $ 0.00 $ 20,000.00 Daily Balance
Direct Deposit $ 0.01 $ 20,000.00 3 Direct Deposit and / or Cash Cumulative Loads Per Day
Bank To Card Account Transfer $ 0.01 $ 2,500.00 3 Direct Deposit and / or Cash Cumulative Loads Per Day
Green Dot $ 10.00 $ 1,100.00 3 Direct Deposit and / or Cash Cumulative Loads Per Day
Using Card Minimum Maximum Limits
Daily Purchase $ 0.01 $ 5,000.00 Per Day
ATM Withdrawal $ 20.00 $ 600.00 $2,500 Per Day
Bank Teller Cash Withdrawal $ 0.01 $ 5,000.00 Per Day
Card Account To Bank Transfer $ 0.01 $ 250.00 $2,000 Per 30 Days
Bill Pay $ 10.00 $ 1,000.00 $1,000 Per Bill

Bill Pay

What are Bill Pay Services?
With bill pay services you can send a one-time or recurring electronic payment to thousands of billers nationwide, or send a paper check to anyone not included in our biller directory. Since the payment amount is immediately deducted from your available balance, you will never incur a bounced check fee.

How do I use Bill Pay Services?
You can access bill pay online to set up billers, send payments and view your transaction history via your online card account at www.E1card.com. Once you have logged in, click on “Bill Pay” in the left side navigation menu where you will be prompted to Register for Bill Pay.

Can I send checks using Bill Pay?
Yes, you can send a paper check to anyone using bill pay.

How much does it cost to use Bill Pay?
Bill Pay service is FREE for Personalized cardholders. Instant Issue cardholders can use Bill Pay for only $0.50 per payment. Bill payments can be made to thousands of billers nationwide via electronic payments. If your biller isn’t in the Bill Pay network, you can have a paper check sent to your biller. There is a $9.95 fee for cancelling a paper check.

Manage Card Account

How do I check my card account balance?
Call the number on the back of your card to access the automated attendant where you will be prompted to enter your card number and PIN. After the system authenticates your personal information, it will automatically tell you your card account balance. You can also login to your online card account www.E1card.com where you can see your card account balance, view your transaction history, pay your bills, and set up alerts.

How do I review my transaction history?
Login to your online card account www.E1card.com where you can see your card account balance, view your transaction history, pay your bills, and set up alerts. You will also be able to download your previous months card account statement.

What are card activity alerts?
Card Activity Alerts is a free service offered to help you stay informed when activity happens with your card account. Login to your online card account to set up SMS text alerts to your mobile device (standard text messaging rates may apply) and/or set up email alerts. Click on “Profile” in the left side navigation menu and then select “Alert Options”. Alerts include: Daily Available Balance, Approved Pending Transactions, Declined Transactions, Value Load, Change of Card Status, Low Balance, Funds Transfer Requested, and Cardholder Profile Data Updated.

How much do alerts cost?
Sending alerts to you via text and/or email is no charge, but keep in mind your mobile device provider may charge standard text messaging rates. Check with your mobile device carrier for information on receiving text messages.