Frequently Asked Questions

You can apply online by clicking on "Get Started" or by downloading the Avid Prepaid mobile app.

Your Avid Prepaid card can be used anywhere that Visa debit is accepted. Most retailers, gas stations, pharmacies, as well as eCommerce stores accept the card. You can also access cash at virtually any ATM nationwide or at most bank branches.

You should enroll in account alerts to always know your balance and stay on top of your transactions.

To enroll in the Early Access program which allows your funds to post up to 4 business days early for government benefits and up to 2 days early for payroll, please use our mobile app, cardholder site, or automated system. You can also contact our Customer Service Department by calling 801-893-7716 and let the representative know that you would like to have Early Access for your deposit. Early Access is optional. Please refer to the terms and conditions for additional information.

For immediate access to your account and routing number, log in to the mobile app or our cardholder site. In the menu, select "Direct Deposit" and your account and routing information will be displayed. You can also obtain this information by contacting Avid Prepaid Customer Service Department by calling 801-893-7716

The easiest way to make a transfer to a different Avid Prepaid Card is by using the Card-to-Card Transfer feature on our mobile app or cardholder site. You may also request to process a Card-to-Card transfer by calling our Customer Service Department at 801-893-7716 with the person you would like to transfer to on the line with you. For security we will need to speak with each individual to verify their information before processing the transfer.

You can link a bank account you own to your Avid Prepaid account using our mobile app through the "Bank-to-Card" section, or by logging in to your account on the cardholder site. Under "Bank-to-Card", select "Add Funds" and select "Link Bank Account". When prompted, enter your other bank’s login credentials and follow the prompts. Your bank account will be instantly linked to your Avid Prepaid account. Once the bank account is linked, you can make transfers from the bank account to your Avid Prepaid account and setup Auto Refill and Auto Deposit.

In order to change your address, please contact our Customer Service Department at 801-893-7716 so that we can assist you with any information you would like to update.

In order to set your 4-digit PIN, please use the mobile app or call 801-893-7716 and follow the menu options through the automated system.

In order to reset your PIN, please call our automated system at 801-893-7716 and follow the prompts to reset your PIN.

To retrieve your username or to create a new password, click the "forgot username/password" link on the cardolder site or mobile app and follow the prompts. Be sure to have your Avid Prepaid card ready to answer the prompts correctly. After entering your information, you will be able to retrieve your username and receive a temporary password.

You can use your Avid Prepaid card anywhere Visa debit is accepted and withdraw at virtually any ATM nationwide.

Log-in to the Avid Prepaid mobile app or log-in to the cardholder site for a fast and convenient way to receive your replacement card. In the menu options, select "Replace Card" and follow the prompts to receive your new card. If you need further assistance, please contact our Customer Service Department by calling 801-893-7716 and select the option for "Lost/Stolen Card." We will disable your current card and ship you one with a brand new card number.

You may activate your card and set a PIN by using our mobile app or cardholder site. In the menu options, select "Activate Card" and follow the prompts. You can also call our activation line at 801-214-0074 to activate your new card and set a PIN.

If there was an error with a purchase that you made, we recommend to contact the merchant directly prior to filing a formal dispute. If the merchant is able to cancel or refund your purchase, you would then receive your funds back within 5 business days for most transactions. If you are unable to resolve the error with the merchant or if you do not recognize the transaction on your account, please call Customer Service at 801-893-7716 so that we can mark your card Stolen and assist you with filing a formal dispute claim.

We recommend to contact the merchant directly to stop or cancel the recurring payment. If you are unable to resolve the issue with the merchant, we must mark your card as Stolen to prevent that merchant from withdrawing from your account. Please contact Customer Service at 801-893-7716 so that we can mark your card Stolen and issue a card with a brand new number out to you.

We ship our cards via standard USPS Mail which generally takes up to 7-10 days from when your card was ordered. The cards arrive in a blue envelope that says "Avid Prepaid". If you do not receive the card by the 10th day, please contact our Customer Service Department by calling 801-893-7716.

Your card can be reloaded by using participating Visa ReadyLink, Western Union, and MoneyGram locations. Look for locations with the logos that appear on the back of your card. You may also use the "Reload Network" section under "Help" found on our site to find a location.

The easiest way to send us a copy of your ID and proof of address is by taking a photo with your mobile device and texting it to 91887. You can also send a photo by email to avidcustomerservice@secureplatform.net.

A refund can take up to 5 full business days from when it was issued to reflect on your account. As soon as we receive the credit from the merchant your balance will be updated. Please note: We are only able to accept a refund if the original purchase was made using your Avid Prepaid account. If the original purchase was not made with your Avid Prepaid account we will have to send the refund back to the merchant.

You can withdraw up to $1,000.00 at an ATM during a 24-hour period or make 3 ATM withdrawals in a 24-hour period.

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