PAYROLL CARD
FREQUENTLY ASKED QUESTIONS
The following document provides answers to frequently asked questions regarding the
Umpqua Bank Payroll Card. Contact Customer Care at 800-650-7141 with questions.
Card Basics
Q. How does the Payroll Card work?
A. The Payroll Card is a reloadable card powered by Visa. It can be used to make purchases in stores, online or by
phone, to get cash at ATMs and to pay bills online.
The Payroll Card is a prepaid card, so spending is limited to the amount of money loaded on the card. Each time
the card is used, the purchase amount is automatically deducted from the card balance. It is accepted at millions of
places that accept Visa debit cards. It carries the Visa logo like all of Umpqua’s credit and checkcard products and
is used like a debit card. It can be given it to the cashier at the time of the purchase, or swiped through the keypad
using the Debit option. Enter the PIN to secure and authorize the transaction. Each time the card is used, the
purchase amount is automatically deducted from the card.
Q. Will the Payroll Card help to build a customer’s credit rating?
A. No. The Umpqua Bank Payroll Card will not help build a customer’s credit rating because there are no payments
that would be reported to credit agencies.
Q. Can more than the balance on the card be spent?
A. The Payroll Card is a Prepaid Card, and will only allow the amount loaded on the card to be spent. However, there
will be occasions where a negative balance situation may arise. If a merchant authorizes a transaction for an
amount greater than the Payroll Card’s actual available balance, the transaction will generally be declined.
However, in rare circumstances, a merchant may process a transaction without prior authorization, which would
then cause a negative balance situation. The bank does not assess overdraft fees to prepaid cards, so we
generally follow our standard collection process to request the customer load funds to cover the transaction.
Q. How can a customer get one of these cards?
A. The Payroll Card is issued by your Employer, and paycheck direct deposited to the card. A card, personalized with
the customer’s name, will be mailed within 7 to 10 business days of when your Employer places the order for your
card. The card must be activated upon receipt
Q. Is a reloadable prepaid payroll card the same as a credit card?
A. No. The Payroll Card is a prepaid card. Only funds that have been loaded on the card can be spent. Additional
funds can be reloaded for continued use. Each time the card is used, the money spent is deducted from the card
balance.
Q. How is a prepaid payroll card different from a gift card?
A. Gift cards are not reloadable or personalized, and are a one-time use only card. A prepaid payroll card must be
issued in the name of a customer who has been positively identified by the employer, it is reloadable and is used
as a means to receive direct deposit of wages.
Q. Does the Payroll Card need to be activated?
A. Yes, the personalized card received in the mail must be activated by calling the number on the sticker on the front
of the card.
Q. Does the customer get to choose their own PIN?
A. Cardholders will select a PIN for their card once they receive it in the mail and call the activation phone number on
the front of the card.
(CPM Rev. 4/14)
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PAYROLL CARD
FREQUENTLY ASKED QUESTIONS
Q. How can a customer change the PIN for a card?
A. The PIN can be changed by logging into the Personalized Prepaid Card website at www.umpquabank.com and
selecting the Change PIN feature, or by visiting a branch location.
Q. How many Payroll Cards can a customer own?
A. Customers may own more than one Payroll Card; however, the number of cards issued may be limited at
Umpqua’s discretion.
Q. Can the Payroll Card be purchased in someone else’s name?
A. No. The Payroll Card is similar to opening a traditional checking account. The employee’s employer must positively
identify the cardholder prior to issuing the card for direct deposit of their payroll check.
Q. Can customers under 18 years of age get a Payroll Card?
A. Yes. Minors are eligible to receive a Payroll Card if they meet the employer’s requirements.
Q. Can cardholders sign up for additional direct deposits besides their payroll check to a Payroll Card, such
as tax refunds or government benefit checks?
A. Yes. Direct Deposit can be set up after the personalized card is received in the mail and activated. Direct Deposit
enrollment information is provided on the card carrier that comes with the card in the mail. The direct deposit
account number is not the same as the card number embossed on the Payroll Card. Branch staff or Customer
Care can locate the correct Direct Deposit account number on the Card Information drop down menu at the top of
a cardholder’s record in CMSe. Customers may contact Customer Care at 800-650-7141 with questions.
Q. What information is needed to begin direct deposit of payroll checks to a Payroll Card?
A. The employer will need the Umpqua Bank routing number, 325171740, and the direct deposit account number tied
to the card, which is available through the Payroll Card Employer website. This information is then added to the
employer’s standard ACH Direct Deposit Payroll File for processing each payday.
Q Where can a customer find the balance remaining on their Payroll Card?
A. A remaining card balance can be verified by visiting the Personalized Prepaid Card website at
www.umpquabank.com, or by calling Customer Care at 800-650-7141.
Q. What are the various ways a Payroll Card can be reloaded?
A. A Payroll Card can be reloaded in the following ways:
•
•
•
•
•
•
With Cash at a Umpqua Branch
With Cash at a Umpqua ATM
®
With Cash at any retailer that accepts Visa ReadyLink prepaid card loads
ACH Direct Deposit of payroll, tax refunds or government benefits
Card-to-Card Transfer via the Prepaid Website
Account-to-Card Transfer via the Prepaid Website
(CPM Rev. 4/14)
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PAYROLL CARD
FREQUENTLY ASKED QUESTIONS
Making Purchases
Q. Can a customer make a purchase that costs more than the balance on his or her card?
A. Yes. To make a purchase greater than the balance on the card, customers need to use a second form of payment,
cash, check or credit card, to cover the difference. The cashier will need to know in advance how much to deduct
from the Payroll Card and how much is to be paid with a second form of payment.
Q. What should a customer do if the card is declined?
A. The merchant will tell the customer if a transaction is declined. Customers should verify that there are sufficient
funds on the card by visiting the Personalized Prepaid Card website at www.umpquabank.com or by calling
Customer Care. If the card should not have been declined, they should call Customer Care to determine why it
was declined.
Q. Can purchases made with the Payroll Card be cancelled?
A. If the merchant cancels a transaction at the customer’s request, the authorization hold will be removed from the
card in five to seven days.
Q. Can an item that was purchased with the card be returned?
A. Yes, if the merchant’s return policy allows it. The merchant will credit the amount of the purchase back to the card.
The merchandise value will be credited back to the card within three to seven days.
Q. Can the card be used at gas stations?
A. Yes. We recommend taking the card to the station attendant and stating exactly how much gas is to be purchased
instead of swiping the card at the pump. This will prevent a hold from being placed on the available funds for more
than the amount of gas actually purchased. The bank will hold a minimum of $75 if the card is authorized at the
pump.
Q. Can the Card be used at restaurants, car rental businesses and hotels?
A. Yes. Some restaurants, hotels and car rental businesses might factor in an automatic tip, or other expenses above
the purchase amount, after authorizing card purchases. If the bill plus the estimated tip or other expenses exceeds
the amount on the prepaid card, the card may be declined or go into a negative balance. The bank will hold an
additional 20% above the ticket amount to account for a tip.
Q. Can the card be used to pay bills?
A. Yes. The card can be used to pay bills in person, over the phone or online with the merchant or service provider.
The card may also be used to set up recurring bill payments using the card number. Bill payments online are
through the biller’s website, not through the Personalized Prepaid Card website at www.umpquabank.com.
Q. Can the card be used at ATMs?
A. Yes. Select the option to withdraw cash from checking (or prepaid card if it provides that option). The card will be
recognized similarly to a traditional checkcard attached to a checking account.
Cash can be withdrawn at any Umpqua Bank ATM at no cost. A per transaction fee will be charged for withdrawing
funds from a non-Umpqua ATM in addition to any surcharge fees charged by the ATM owner. These fees will vary
by location and provider. Refer to the Payroll Card Fee Schedule for detailed fee information.
Q. Can the card be used for cash advances?
A. Yes. Cash advances are available at any Umpqua Bank branch or other participating financial institution.
Cardholders are allowed 2 free cash advance per month, after which a $5 fee will be posted automatically to the
card. Bankers will need to subtract that fee from the requested cash advance amount prior to processing.
(CPM Rev. 4/14)
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PAYROLL CARD
FREQUENTLY ASKED QUESTIONS
Q. Can a customer get cash back when using the Payroll Card?
A. Yes. Request cash back at any participating merchant using a PIN transaction and selecting Debit at the register.
Q. Does the Payroll Card expire?
A. The Payroll Card will have an expiration date and can be used until that date if the customer continues to reload
the card with additional funds. A new card will be reissued prior to the expiration date on the card.
Q. What happens if the Payroll Card isn’t reloaded or used for an extended period of time?
A. A monthly maintenance fee will charged after a period of 12 months of inactivity, which will eventually draw the
remaining balance down to zero. The card will then close automatically after two months at a zero balance.
Q. Can the Payroll Card be used outside of the United States?
®
A. Yes. The card can be used internationally, wherever Visa debit cards are accepted. Purchases not in U.S. dollars
will be converted to U.S. currency using the exchange rate from the network that processes the transaction or the
government mandated rate in effect for the date that the network processes the transaction. Please review the
Payroll Card Fee Schedule for international transaction fees that may apply.
Fees and Transfers
Q. What are the fees associated with the Payroll Card?
A. Current employee fees are available in the Payroll Cardholder Agreement Fee Schedule.
Q. Is there a fee to receive a paper statement?
A. Paper Statements can be requested by logging into the Personalized Prepaid Card website at
www.umpquabank.com. Refer to the Payroll Card Fee Schedule for most current fee charged for this service.
Q. Is it possible to incur overdraft fees on the Payroll Card?
A. No Overdraft fees will be applied even in negative balance situations.
Q. Can the Payroll Card have a negative balance?
A. A negative balance may occur if the final purchase amount the merchant submits is greater than the amount
originally authorized or if the merchant process a transaction without prior authorization. A customer should
immediately add more money to the card to bring the balance above zero. There are no overdraft fees.
Q. Can funds be transferred between the Payroll Card and a Umpqua Bank deposit account online or by
phone?
A. Funds can be transferred to the Payroll Card from a Umpqua deposit account at a local branch. At this time funds
transfer functionality is not offered to the Payroll Card through the online website.
Q. Can funds be transferred from one Payroll Card to another?
A. Yes. Customers can log into the Personalized Prepaid Card website at www.umpquabank.com and transfer funds
to another Payroll Card.
Q. If I would like to remove funds from my Payroll Card but not close it, how is that transaction processed?
A. This type of transaction is considered a cash advance and can be processed by a teller at any participating
financial institution. Cash Advances on the Payroll Card will be subject to a $5 fee.
(CPM Rev. 4/14)
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PAYROLL CARD
FREQUENTLY ASKED QUESTIONS
Q. How do I close my Payroll Card?
A. Tellers at the Umpqua branches will perform a Remove Funds transaction, which is subject to a fee. They will
need to ensure funds are left in the account to cover that fee which is automatically assessed after the remainder
of the balance is removed. The Teller will then status the card as Closed and provide the remaining balance in
cash to the cardholder.
Loading Funds
Q. How can a customer add money to the Payroll Card
A. Funds can be added to the personalized card once it is received in the mail and activated, an unlimited number of
times using one of following methods:
•
•
•
•
Set up direct deposit of payroll, tax return or government benefit checks
Load Cash at any Umpqua Bank branch
Load Cash at any Umpqua Bank ATM
®
Load Cash at any Visa ReadyLink retailer
Q. When funds are loaded to a Payroll Card, are they instantly available for use?
A. Refer to the Payroll Card Terms and Conditions for Funds Availability details.
Q. Can funds be transferred from a deposit account at another financial institution to an Umpqua Payroll
Card?
A. That service is not offered at this time. Funds can only be transferred from an Umpqua Bank deposit account at a
Umpqua Branch.
Q. Can someone who is not a customer of the bank, come into an Umpqua Branch and load funds to
someone else’s Payroll Card?
A. Yes. Similar to our requirement for checking or savings accounts, anyone can deposit funds onto an existing
Payroll Card as long as they have the cardholder’s name and card number available for the CSR to look up the
account. The CSR should not provide a receipt with card balance information in situations like this.
Funds Limits
Q. Are there limits on the amount of money that can be loaded onto a card?
A. Up to $5,000 per day or $20,000 per month can be loaded onto a Payroll Card with a maximum balance limit of
$10,000 at any given time.
Q. What is the maximum balance that can be on a card?
A. The maximum balance on a card is $10,000.
Q. Is there a limit to the number of ATM withdrawals a customer can make?
A. Up to five withdrawals can be made per day for up to $500.
Q. Are there limits on the number or amount of point-of-sale (POS) transactions that can be made?
A. Up to $3,000 per day in PIN POS purchases and $3,000 per day in Signature POS purchases.
Q. Are there limits on the number or amount of cash advance transactions that can be made?
A. Up to five withdrawals can be made per day for a total of $2500 using the personalized card.
(CPM Rev. 4/14)
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PAYROLL CARD
FREQUENTLY ASKED QUESTIONS
Q. Are there limits on the number or amount of transfers that can be made from one Payroll Card to another?
A. Up to five transfers can be made per day for a total of $2,500 using a personalized card.
Q. Are there limits on the number or amount of transfers from an Umpqua deposit account to a Payroll Card?
A. Up to five transfers can be made per day for a total of $2,500 using a personalized card.
Q. Is there a fee to get cash back at a store or does it just run as a purchase?
A. There is no fee for cash back at a store or ATM withdrawal at an Umpqua ATM, similar to a debit card.
Management
Q. How does a cardholder login to the Personalized Prepaid card website?
A. Complete the following steps to log into the website:
1. Go to www.umpquabank.com.
2. Select the Personalized Prepaid Card Login.
3. Enter the card number and PIN. The Enhanced Authentication Login options will display or the customer will
be logged into the Payroll Card website.
Q. How can card activity and balance be viewed?
A. After logging into the Prepaid Card website, click the Card Activity link. A summary of pending and completed
transactions will display.
A card balance can be checked using one of the following methods:
• Call the Customer Care line at 800-650-7141 and selecting the Prepaid Card option
• Log into our Prepaid Card website at www.umpquabank.com
•
•
Set up email or text alerts through our Prepaid Card website
Text BAL to 42265 for a balance inquiry
Q. Can alerts be set up for card activity?
A. Yes. Email and text alerts notify customers when important card activities occur. These can be set up by logging
into the Prepaid Card website at www.umpquabank.com. The types of alerts that are available are:
• Funds Added
• Funds Removed
• Low Balance
• Signature Transaction
• Weekly Balance
• Zero / Negative Balance
• Card Status Change
• Address Change
• Suspected Fraud
• Declined Transactions
• Card Not Present Transaction
• International Transaction
• Out-of-State Transaction
• Pay at the Pump Transaction
(CPM Rev. 4/14)
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PAYROLL CARD
FREQUENTLY ASKED QUESTIONS
Text message carrier rates apply. Customers can text the following inquiries to 42265 and get a text message
back:
•
•
•
BAL – Balance Inquiry
HELP – Customer Service
STOP – Cancel
Q. Can a customer set up an automatic withdrawal from their Payroll Card to pay a monthly bill (i.e. Insurance
Company)?
A. Customers are not able to initiate an ACH Debit to the Payroll Card. The ACH Direct Deposit # is only for Direct
Deposit initiation. If they wish to pay their monthly insurance bill, they would provide their card number and
expiration date to the biller, as long as the biller accepts cards as a method of payment.
Q. Is there a fee to Remove Funds from the card?
A. If the intent is to close the card and remove all remaining funds, branches would perform a “Remove Funds”
transaction and there is a $7.50 fee. Branches will need to make sure to subtract $7.50 from the remaining
balance so the system can assess the fee for the transaction. In order to remove funds from the card without
closing it, simply request a cash advance for a $5.00 fee.
Security
Q. Can a customer allow someone else to use their card?
A. For security reasons, the card should not be shared with others. Sharing the PIN or writing it on the back of the
card is not recommended.
Q. What if a card gets lost or stolen?
A. Contact Customer Care line at 800-650-7141 right away and select the Prepaid Card option to report the card
lost/stolen.
Q. Are the funds loaded to this card FDIC insured?
A. Payroll Cards are FDIC insured up to the maximum allowed by law. Learn more about FDIC coverage at
www.umpquabank.com.
Q. Who does a customer contact if there are unauthorized transactions on their card?
A. Customer should call Customer Care at 800-650-7141 and select the Prepaid Card option to get assistance with
prepaid card disputes.
Q. Are there consumer protections associated with the use of this card?
A. Yes. The Payroll Card is protected under the Electronic Funds Transfer Act, which provides protection to individual
consumers engaging in electronic fund transactions. Additionally, it is protected by the Visa Zero Liability for
unauthorized/fraudulent transactions. Please refer to the Payroll Cardholder Agreement for details.
(CPM Rev. 4/14)
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