GiveCard

This guide explains how participants can get help with their GiveCard, what AidKit may need to support, and what to expect when using GiveCard services.

Common Payment Issues & How They’re Handled

Lost Card / Replacement Card

  • Participants should contact GiveCard Support at [email protected] or 908-529-0955.

  • Replacement cards will be issued, and balances will automatically transfer.

Fraudulent Activity

  • Participants should contact GiveCard Support at [email protected] or 908-529-0955.

  • GiveCard’s fraud team will investigate and provide a resolution within 15 business days.

Forgotten PIN

  • Participants can reset their PIN on the cardholder website.

  • They may also create a cardholder account to manage PINs, view transactions, or set notifications.

  • Additional assistance is available via GiveCard Support at [email protected] or 908-529-0955.

ATM Questions

  • Participants can find fee-free ATMs via the cardholder website. GiveCard is part of the MoneyPass Network.

  • Support is also available by phone or email at [email protected] or 908-529-0955.

Balance Inquiries

Transferring Funds

  • Card → Bank Account (ACH): Not available.

  • Old Card → New Card

    • If a cardholder has lost their card or it has been stolen, the support team can help with sending a replacement card. The funds automatically transfer during the process.

    • Cardholders should contact the support team by emailing [email protected] or calling 908-529-0955 to replace a card.

  • Old cards close automatically once replaced.

When to Reach Out to AidKit for Help

Most requests are handled directly by GiveCard. AidKit may need to assist if:

  • Program-specific rules limit GiveCard’s ability to replace cards.

  • GiveCard cannot verify a participant’s identity and requests AidKit to provide contact information.

In these cases, please reach out to your program team at AidKit.

Participant Support Channels

Interpretation Services GiveCard is committed to serving a diverse participant population and offers interpretation in over 300 languages. For phone support, callers are first greeted in English and Spanish, and if another language is needed, a live interpreter is connected within minutes. For live chat and email, participants can request their preferred language, and agents will use translation tools, bilingual staff, or schedule a follow-up call with interpretation support when needed.

Phone

  • Response time: within the hour; voicemails returned within 1 business day.

  • Hours: Monday–Friday, 9:00 AM – 8:00 PM (EST).

  • Languages: English, Spanish, Portuguese, plus 300+ via interpreter services.

  • Verification Needed: Last 4 digits + expiration date of card, program name, email; sometimes phone number or last transaction.

Email

  • Response time: within the hour.

  • Hours: Monday–Friday, 9:00 AM – 8:00 PM (EST).

  • Languages: English, Spanish, Portuguese.

  • Verification Needed: Same as phone support.

Live Chat

  • Response time: within the hour.

  • Hours: Monday–Friday, 9:00 AM – 8:00 PM (EST).

  • Languages: English, Spanish, Portuguese.

  • Verification Needed: Same as phone support.

Self-Serve Cardholder Website

  • Available 24/7.

  • Languages: English, Spanish, Arabic, Chinese (Simplified), French, Dari, Polish, Pashto, Russian, Ukrainian, Farsi, Kiswahili.

  • Features: View balance, transaction history, load history, set notifications, reset PIN, lock/unlock card, find ATMs, update billing info.

  • Verification Needed: Card ID, email address, name.

Payment Timelines & Delivery

  • ACH Payments: 15 seconds to 3 business days (depends on receiving bank).

  • Debit Card Loads: Instant (if funds are available).

  • Physical Card Delivery: 1–3 days processing, plus 3–5 days USPS Priority shipping.

    • Tracking: Available for USPS Priority and UPS Next Day.

Card Rules & Limits

  • Balance limit: $9,999 per card

  • Load limit: $5,000 per load

  • Withdrawal limit: $2,500 per month

  • Spend limit: $5,000 per month

  • Bank transfer limit: $9,999 per transfer

Digital Wallets

  • Virtual cards: Compatible with Apple Pay & Google Pay (not ATMs).

  • Physical cards: ATM compatible (not Apple/Google Pay).

Expiration Notices

  • Email reminders are sent one month before expiration to both the cardholder and the program, allowing them to either reissue or close the card.

Card Fees

Fee Type
Fee

ATM Withdrawal: Network ATMs

No Fee

ATM Withdrawal: Non-Network ATMs

Up to $4 fee per transaction

Fraud, Security & Compliance

  • GiveCard uses fraud monitoring software to flag suspicious activity. If a transaction appears suspicious, GiveCard will reach out to the cardholder (if they have an account) or directly to the program for confirmation.

  • If fraud is reported, GiveCard investigates within 15 business days.

  • If a card is lost or compromised, it can be replaced quickly, and any remaining balance is automatically transferred to the new card.

  • Identity verification includes: program name, card details, email, name, and shipping address. If not verified, AidKit may be asked to assist. If someone does not pass the verification, GiveCard will reach out to the program to help identify the participant's identity.

  • Participants can report missing/lost/stolen cards, or unauthorized transactions to Support for investigation at [email protected] or by calling 908-529-0955.

*For ACH transfers, once funds have been deposited into an individual bank account, the participant must report any fraudulent or unauthorized activity directly to their bank.

Support Beyond the Program's End

  • Participants can still access any remaining balance until their card expires.

  • Virtual cards: free replacements until expiration.

  • Physical cards: replacement cost deducted from balance (~$5 ground, ~$8 priority).

  • Phone, email, and chat support remain available for:

    • Lost/stolen cards

    • Replacement requests

    • Balance and withdrawal support

Note: Reloading funds may be disabled after program closure.

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