If you are a new cardholder, we probably need to verify your identity. We’ll send you a text and/or email when this is the case, but sometimes people miss it. If you send your ID verification documents (govt-issued ID and SS card) to firstname.lastname@example.org, we can reactivate your card within one business day.
If you are not a new cardholder, it could be several things. One weekend per month, we have early-morning service windows that might prevent your paycard from working for a short period of time. There may also be a hold on your card to protect you from suspected fraudulent activity, or you’ve entered the incorrect PIN too many times. You can call us to resolve these issues.