Visa^® Pre-Paid Debit Card (U.S. Bank ReliaCard^®) FAQ

The ReliaCard is a prepaid debit card issued by U.S. Bank. The ReliaCard provides an electronic option for receiving your unemployment insurance payments. It is not a credit card but works similarly to other prepaid debit cards.

U.S. Bank ReliaCard Disclosure Document.

Once funds are added to the card account, it can be used to make purchases, pay bills, and make online, phone or mail-order purchases. You can also get cash back with purchases at participating merchants or withdraw cash at ATMs, banks or credit unions. The amounts of purchases, bill payments, or cash withdrawals are automatically deducted from the available balance on the card.

Log into https://my.unemployment.wisconsin.gov to sign up for a Visa pre-paid debit card (U.S. Bank ReliaCard).

After you have enrolled in the program, U.S. Bank will send the card within 2 business days of your benefit payments being approved. Please allow seven to ten business days for the postal service to deliver the card to you. The card will arrive in a plain, white, windowed envelope.

The card comes with:

• Instructions on how to activate the card.
• A complete Fee Schedule.
• The Cardholder Agreement, which discloses terms and conditions.
• A Usage Guide detailing where and how the card can be used.
• The U.S. Bank Privacy Pledge.

You can activate your card on the ReliaCard website or on the mobile app:

• Scan the QR code to activate your card on the ReliaCard website and click Activate Card.
• From the mobile app, click Setup Online Access/Activate New Card.
• You will be prompted to create a password:
  • Choose a password that is at least eight characters long and includes at least one of each: an upper case letter, a lower case letter, a number and a special character.
  • Avoid having sequential numbers, such as 1234, or repeating characters, such as 111 or aaa.
  • Carefully enter your password.
  • Keep your password in a safe place for future reference.

In some cases, you may receive your ReliaCard before the funds are loaded to the card. Your card will be funded two to three business days after you have enrolled in the program and your benefit payments have been approved. You can monitor the status of your benefits and payments by checking your Claimant Portal at my.unemployment.wisconsin.gov. Enroll in Alerts at usbankreliacard.com to be notified via a text³ message or email when a deposit has been received.

• Online – View account online at usbankreliacard.com.
• Mobile banking app – Search for “U.S. Bank ReliaCard” in the App Store^® or Google Play^TM.⁴
• Text³/Email – Sign up to receive email or text alerts at usbankreliacard.com when funds have been deposited to your account or when your balance gets low.
• ATM – Perform a balance inquiry at an ATM.

The best way to monitor activity on your ReliaCard, including the availability of funds, is to sign up for email or text³ alerts at usbankreliacard.com.

You can receive alerts about:

• Funds added to your account.
• Low balance.
• Pre-authorizations.
• Purchase transactions.
• Purchase declines.
• Purchases made without card present.
• Transactions made outside of the United States.

To sign up for email or text³ alerts, follow the prompts when you activate your card. You can sign up for alerts at usbankreliacard.com or mobile app.

You can also text the following to 90831:

• Text “BAL” for your balance.
• Text “TRANS” for recent transactions.
• Text “HELP” for customer service.

The card works much like other prepaid or debit cards. You can use it online, over the phone, at grocery stores, retail stores, restaurants, medical offices, etc. It is important to know your account balance before making purchases. You can use your card to make purchases anywhere Visa and Mastercard debit cards are accepted.

Cash can be obtained over the counter at any Visa or Mastercard member bank or credit union.¹ You are not required to go to a U.S. Bank location but, you must know your available balance (the teller will not have access to this information) and ask for a cash withdrawal in the amount you wish to withdraw. Note: you may need to provide your driver’s license to verify your identity.

Cash back with purchases¹ – at participating merchants such as grocery or convenience stores:

• When the authorization machine asks for credit or debit, select “Debit.”
• Enter the 4-digit PIN.
• Select “Yes” for cash back.
• Enter the amount, press “OK.”

ATM withdrawal¹ – at any ATM:

• Insert or swipe your card and enter your 4-digit PIN.
• Select “Withdrawal from Checking.”
• Enter the amount to be withdrawn.
• You can withdraw cash from ATMs. Check the ReliaCard mobile app or usbankreliacard.com for a list of surcharge-free ATMs.

Teller withdrawal¹ – at any participating bank or credit union.

You may use the card for signature-based purchases without a PIN by choosing Credit when you make a purchase. However, a PIN must be used for debit card purchases and cash withdrawals at ATMs.

You’ll choose your four-digit PIN when you activate your card. Keep it in a safe place for future reference. Your card may be locked if you make too many attempts to use it with the wrong PIN.

Usually a purchase that exceeds the available balance will not be approved. In very limited circumstances, if you do not have sufficient funds when the final amount clears, it may result in a negative balance; however you will not be charged an overdraft fee. You can check your balance online, using the ReliaCard Mobile App or by logging into your account at usbankreliacard.com.

Some merchants where you typically tip (i.e., restaurants, hair salons, etc.) may authorize your transaction for an amount greater than your purchase to cover tips. Make sure your balance can cover a tip of 20% or your transaction will be declined. Whether you tip and how much you tip is up to you. When the transaction is complete, you will only be charged for the amount you approved.

When purchasing gasoline at a gas station, pay inside with the cashier to avoid a hold greater than the amount of your purchase. The funds held will not be available for other purchases until the actual transaction amount clears. Payments made inside clear for the actual transaction amount immediately.

Call the number on the back of your ReliaCard and reset your PIN using the automated system. Your card may be locked after too many attempts using the wrong PIN.

Yes. You can go to any Visa or Mastercard member bank or credit union and ask the teller for a cash withdrawal.

No. Future payments will be deposited automatically onto the initial card.

Yes. You can use the ReliaCard Mobile Banking app to check your account balance, enroll in and manage text alerts, view your most recent transactions or search for the nearest in-network ATM location. Search for “U.S. Bank ReliaCard” in the App Store or Google Play.

Yes, at www.usbankreliacard.com. The following functions can be performed online:

• PIN Change.
• Balance inquiry.
• View card transactions.
• View previous statements.
• Set up alerts.
• Pay bills.

The following can be done through customer service:

• Activate the card.
• Choose/Change PIN (Personal Identification Number).
• Balance inquiry.
• Review recent transaction history.
• Report card lost or stolen and have it reissued.
• Speak to a live customer service representative if additional assistance is needed.
  Note: U.S. Bank accepts relay calls.

Yes.⁵ Follow these steps:

• Log in to usbankreliacard.com.
• Go to the top navigation bar and click, Manage Money.
• Click, Pay Bills.
• Select the company (the payee) you want to pay from the payee list. If you can’t find the company, you can manually enter the payee name by clicking, Add a Payee.
• Enter the amount you want to pay and select the payment date.
• Click on the Review and Pay button.

Please remember to schedule your mortgage payment or rent payment at least five business days before the due date. For more information, please review the Bill Pay Terms and Conditions.

You will not have a routing or account number as only the Department of Workforce Development's Unemployment Insurance Division (UI) can load funds to your ReliaCard. Please use Bill Pay or your 16-digit card number for any purchases.

If you need to make a purchase for more than the amount you have on your card, you will need to use two forms of payment. Tell the cashier how much you want taken from the balance on your card — the cashier cannot determine your available balance. Then, pay the remaining balance with cash, check, credit card, or check card.

No. For privacy reasons, U.S. Bank does not share card account numbers or transaction details. However, for reconciliation purposes, the Department of Workforce Development's Unemployment Insurance Division (UI) does have access to the amount and date of each deposit.

Fees are located on the Fee Schedule sent to you with your card. You may also view your fee schedule online by logging into your account at usbankreliacard.com. Please consult your program Fee Schedule to determine if a specific fee applies.

No. The account does not earn interest.

Monthly statements can be viewed online 24/7 at usbankreliacard.com or on the mobile app.

Go online at https://my.unemployment.wisconsin.gov to update your address in your Claimant Portal so that your mail may also be sent to the correct address. For help using online services call (414) 435-7069 during business hours.

For questions about your deposit, such as when you will receive the next deposit to the card, or the amount of a deposit to the card, go online at https://my.unemployment.wisconsin.gov. For help using online services call (414) 435-7069 during business hours.

For all other questions about the card, you may log into your ReliaCard account at usbankreliacard.com or call U.S. Bank Cardholder Services at (855) 279-1271.

Start by checking online at https://my.unemployment.wisconsin.gov.  For help using online services or if you are unable to go online call (414) 435-7069 during business hours.

View the online benefit services logon FAQ or contact an unemployment claims specialist for assistance at (414) 435-7069 or toll-free (844) 910-3661 during business hours.

No. Utilize the website, usbankreliacard.com, or call U.S. Bank Cardholder Services at (855) 279-1271 for inquiries.

If your card is lost or stolen² follow the steps below to order a replacement card through our automated system.

• Call (855) 282-6161.
• If the system does not recognize your phone number, then it will prompt you to enter the phone number associated with the card.
• Enter the last four digits of the card you wish to replace.
• Choose the reason for replacement:
  • Press 1: Lost card.
  • Press 2: Stolen card.
  • Press 3: Damaged card.
  • Press 4: Update your name.
  • Press 5: Replacement card.

If you do not have all of the required information, then you can select an option to talk to a customer service representative for help.

We placed a fraud block on your account for your protection. There are two ways to remove it.

Use your mobile device to have the block removed within one to two business days.

1. Log in to verify.usbank.com/id.
2. Upload a picture of your government-issued ID and a selfie.

Use usbankreliacard.com to have the block removed within five business days.

1. Log in.
2. Select Document upload under Quick Links.
3. Select Account restriction - need additional information.
4. Select Begin.
5. Upload all the required documents listed in the instructions.

It may still be blocked because U.S. Bank couldn’t read your upload or perhaps you didn’t submit all the required information. Please try again, or call U.S. Bank Cardholder Services at (855) 279-1271 for guidance.

You may choose to be paid via direct deposit and discontinue use of the card. However, any payments deposited to the card account can only be accessed through the card. You can choose future benefits be deposited into your direct deposit account. See the Direct Deposit FAQ for more information.

Yes, if you have a valid bank account. You can enroll online at https://my.unemployment.wisconsin.gov. See the Direct Deposit FAQ for more information.

Keep your debit card for any future claims. Your current card remains active through its expiration date.

Yes, but it is not necessary to close your account. You should keep your card. Your current card remains active through its expiration date and can be used for future claims.