USIO
This page provides everything you need to know about our partnership with USIO, including common participant requests, how support works, and what to expect with payments and card management.
Common Payment Issues & How They’re Handled
Lost Card / Replacement Card
Participants should contact USIO Support at [email protected] or 855-449-2273.
If a card is lost, stolen, or compromised, USIO will close it and issue a new card.
Balances automatically transfer once the new card is activated.
Expiring cards are replaced at least 30 days before expiration.
Fraudulent Activity
Participants who suspect fraud should contact USIO Support at [email protected] or 855-449-2273.
USIO’s fraud team investigates suspicious transactions following RegE rules (up to 90 days for resolution).
Fraud detection systems may temporarily block cards. In those cases, participants must call USIO for the next steps.
Forgotten PIN
Participants can reset their PIN on akimbocard.com if they have a registered portal account.
Verification may include name, address, email, phone, and program name.
Additional support is available via USIO Support at [email protected] or 855-449-2273.
ATM Questions
Participants can locate in-network ATMs through USIO Support at [email protected] or 855-449-2273.
If an ATM withholds funds or a card, USIO can investigate and replace the card if needed.
Disputes about missing cash from ATMs can be filed with USIO Support directly.
Balance Inquiries
Balances can be checked anytime via USIO’s automated phone system (IVR) or online at akimbocard.com if they register for an account.
If a balance is disputed, participants may speak with a customer support representative.
Transferring Funds
Card → Bank Account (ACH): Transfers to a bank account are available, please contact USIO Support at [email protected] or 855-449-2273 to initiate a transfer.
Card → Card: Funds can be moved to another Akimbo Card at the request of the participant. Transfers can be completed through the akimbocard.com portal or with a representative. Verification may require the participant’s name, address, phone number, and program name (sometimes listed under generic values like “Valued Cardholder”).
Fraud - Old Card → New Card: If a card is lost, stolen, or compromised, it is automatically closed and replaced. Once the new card is activated, the balance transfers automatically. In some cases, participants may be referred back to AidKit for direction.
When to Reach Out to AidKit for Help
Most requests are handled directly by USIO. AidKit may need to assist if:
Program-specific rules limit USIO’s ability to replace cards or move funds.
USIO cannot verify a participant’s identity and requires AidKit to provide contact information.
In these cases, please reach out to your program team at AidKit.
Participant Support Channels
Interpretation Services
USIO Customer service representatives can bring in a live interpreter for a relay conversation.
Phone
Support Number: 855-449-2273
Response Time: USIO’s automated phone system answers immediately; live agent voicemails are returned within one business day
Hours: Monday–Friday, 7:00 AM – 7:00 PM CT (closed on federal holidays)
Languages: English, Spanish, plus additional languages via interpretation services
Verification Needed: Name, address, email, phone, and program name
Email
Support email address: [email protected]
Response Time: Within 2 business days
Hours: Monday–Friday, 7:00 AM – 7:00 PM CT (closed on federal holidays)
Languages: English and Spanish
Verification Needed: Same as phone support
Live Chat
Response Time: During hours, typically within the hour
Hours: Monday–Friday, 7:00 AM – 7:00 PM CT
Languages: English and Spanish
AI Chatbot
Response Time: Immediate
Hours: 24/7/365
Languages: English and Spanish
Self-Serve Cardholder Website
Availability: 24/7
Languages: English
On the self-service portal, participants can: Password Reset, Disable (Lock), and Enable (Unlock) cards, request a check, and complete a card-to-card or card-to-bank transfer, Request a physical card, Change PIN, Update contact information, Configure alerts, Activate a card, Add to digital wallet, View transactions, View fees, View statements, View all cards associated with the account, and Upload receipts.
Payment Timelines & Delivery
Debit Card Loads: Instant
Physical Card Delivery:
Standard: 7–10 business days via USPS/UPS.
Expedited: Next-day or overnight with tracking available (fee applies).
Card Rules & Limits
Both virtual and physical card with USIO are MasterCard.
Payment Options: Physical cards, virtual cards, and digital wallets (Apple Pay & Google Pay).
Expiration Notices:
Expiration date appears on the card and online.
New cards issued automatically 30 days before expiration.
Card Limits - Maximum Card Account Balance: $15,000.00 at any given time
Spend Limits
Cash Withdrawals (ATM or POS): $1,025.00 per day (Includes Over the Counter withdrawals from a Bank Teller and Cash Back transactions at the register)
Cash Withdrawal (Over the Counter from Bank Teller): $1,025.00 per day (Includes ATM withdrawals or Cash Back at the register)
Card Purchases (Signature & PIN): $10,000.00 per day
Push to Debit: $2,500.00 per day
Check Request: $2,500.00 per day (You may request account closure and a check for the full balance on your card by calling 1-855-925-4626)
Electronic Transfers (to a bank account, or via Venmo/PayPal): $2,500.00 per day
Card Fees
ATM Withdrawal
$2.00
$2.95
Over-the-Counter Withdrawal
$2.00
$2.95
Declined ATM Withdrawal Fee
$0.00
$0.50
Card-to-Bank (ACH) Withdrawal
N/A*
$2.00
Push-to-Debit Card Withdrawal
N/A*
2.5% of the Withdrawal Amount
PayPal / Venmo Withdrawal
N/A*
$2.00
Check Issuance
N/A*
$5.00
PIN4 Cardless Cash Withdrawal
N/A
$5.00
International ATM Withdrawal
$2.00 + 3%
$2.95 + 3%
International Over-the-Counter Withdrawal
$2.00 + 3%
$2.95 + 3%
Physical Card Request or Replacement Card
$0.00
$0.00
Expedited Check or Physical Card Request
N/A
$29.00
Inactivity Fee
$6.95
$5.95
*These features were previously unavailable or offered at no charge.
Please contact USIO Support at [email protected] or 855-449-2273 with fee questions.
Fraud, Security & Compliance
USIO partners with multiple fraud monitoring platforms and employs certified fraud examiners.
Fraud investigations follow RegE rules and can take up to 90 days.
If a card is lost or compromised, balances are transferred automatically to the replacement card.
Unauthorized transactions can be disputed; identity verification is required for resolution.
If verification cannot be completed, disputes may be denied.
The name that appears as the originator (sender) on ACH payments through USIO is "AidKit, Inc."
Support Beyond the Program’s End
USIO will continue supporting participants as long as their cards remain active with a balance.
Standard cardholder support remains available for lost or stolen cards, replacement requests, fraud disputes, balance inquiries, and withdrawals.
Reloading funds is disabled once the program concludes.
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