Visa® Gift Card (“Card”) Frequently Asked Questions

Important Notice

Give this document to the recipient of the Visa Gift Card for any future questions or issues.

Frequently Asked Questions

What is a Card and how do I use it?

The Card is a Visa Gift Card that can be used to purchase merchandise and services anywhere Visa debit cards are accepted in the United States. It is not redeemable for cash, except as required by law. It cannot be used at ATMs, for gambling, or at merchants requiring a manual card imprint. Additional restrictions may apply; see the Cardholder Agreement below. We also suggest that you write down the Card number and Customer Service number from the back of the Card on a separate piece of paper in case the Card is lost or stolen. The amount of every purchase you make will automatically be deducted from the value on the Card. You should select the “credit” option when making a purchase at any merchant with an electronic terminal.

How can I check the balance on my Card?

There are three ways you can keep track of your balance: visit, or call 1 855-202-5628 to make automated balance inquiries 24/7, or track your balance as you spend. Some retailers do not have access to the remaining balance on your Card.

Do I need to register my Card for online, mail or telephone purchases?

Yes, online, mail and telephone order merchants often require that personal information, including name, address, telephone number and email address of the cardholder be verified with the Card-issuing bank prior to purchase. If you wish to make online, mail or telephone order purchases, you should go to to register your Card.  Unless you register your Card in advance, there may be no way an online, mail or telephone order merchant can confirm your identity. Without such confirmation, the merchant might decline your purchase even if there are sufficient funds on the Card.

Do fees apply after my Card was purchased?

Yes. If you do not use your Card for 12 consecutive months, we will charge a fee of $4.95 on the first day of each month that follows (starting with month 13) until you use the card again. At that point, we will wait until 12 more consecutive months of inactivity occur before charging the fee again. If you don’t use your Card for an extended period of time, these fees may lower or even exhaust the balance of your card before the “valid thru” date has passed. You may avoid this fee by making regular purchases with your card.

There is also a fee for replacing a lost or stolen card (see the fee chart in the Cardholder Agreement). However, there is no fee to replace a card because it has expired.

Do the funds on my Card expire?

No, the funds on your Card do not expire.

Does my Card expire?

Yes, subject to applicable law, your Card will no longer work when the remaining value is equal to $0 or the “valid thru” date printed on the front of your Card has passed.  If funds still remain on your Card after the “valid thru” date, please call 855-202-5628 to have a replacement Card with an updated “valid thru” date issued and mailed to you at no cost. The balance on the replacement Card will be equal to the balance on your discontinued Card.

Can value be added onto my Card after it is purchased?

You may not add value to the Card. The Award Sponsor (Blackhawk Network California, Inc.) will add value to your card when you shop at participating merchants, as described below under “How can I earn money back by using my Card?”*. When all value is used, the Card should be destroyed. Do not give your Card to a merchant to destroy.

How can I earn money back by using my Card?

When you shop at participating merchants, the Award Sponsor will add a certain percentage (up to 5%) of your purchase amount (including sales tax) to your Card balance. Visit for a list of participating merchants and the money back percentage award offered by each merchant. The Award Sponsor will round earnings amounts to the nearest whole cent (with amounts below half a cent being rounded down and amounts of half a cent or more being rounded up). If you return an item on which you earned money back, the Award Sponsor reserves the right to deduct the money you earned from your Card balance.*

When will my earnings be added to my Card balance?

When you make a purchase at a participating merchant, your earnings will be added to your Card balance within 48 hours of your transaction posting.*

Will I earn more money back when I spend the money that has been added to the Card?

Yes. You can continue to earn money back until the balance on your Card is less than 10 cents. At that point, you will stop earning money back (because 5% of an amount less than 10 cents is less than half a cent, and the Award Sponsor rounds earnings to the nearest whole cent).*

What if my purchase is greater than the value available on my Card?

You must advise the merchant how much is available on your Card.  The merchant may complete a split tender transaction and charge the Card for the available balance.  The remaining amount of your purchase would require another form of payment. Note that some merchants may not be able to perform split tender transactions.

Can I use my Card at restaurants or other service industries when I have enough money left on my Card to cover the bill for food or service?

Some restaurants and other service-oriented merchants may factor in an additional 20% (or more) to cover any tip you may leave on the purchase. If this occurs, and your total bill, after adding in the additional 20% (or more), exceeds the amount available on the Card, it will be declined. Accordingly, you may want to ensure that your Card has an available balance that is 20% (or) greater than your total bill prior to use.  Similarly, some hotels chose to factor in additional amounts upon check-in, and it may take up to thirty days after your stay to have any excess amounts held by the hotel added back to your available balance.

Can I use my Card to pay at the pump at gasoline stations?

The ability to use your Card to pay at the pump will vary by merchant.  We recommend that you prepay for gas inside at the register to avoid an authorization hold on your funds for more than the purchase amount.

If my Card is lost or stolen, how do I report it?

If your Card is lost or stolen, call Customer Service 24/7 at 1 855-202-5628 to cancel your Card as soon as you can.  You will need to know your Card number, so be sure to record it in a safe place. You may also be required to provide additional information.

Can I use a PIN for debit transactions with my Card?

Yes. You may obtain a PIN by visiting or calling the number on the back of the Card. Note the PIN can only be used for purchases and cannot be used to obtain cash at ATMs or cash back with a purchase.

5% Back Terms and Conditions*

When you shop at participating merchants, the Award Sponsor will add a certain percentage (up to 5%) of your purchase amount (including sales tax) to your Card balance. Visit for a list of participating merchants and the money back percentage award offered by each merchant. The Award Sponsor will calculate earnings on a purchase by purchase basis and will round earnings amounts to the nearest whole cent (with amounts below half a cent being rounded down and amounts of half a cent or more being rounded up). Earnings generally will be added to your Card balance within 48 hours of the transaction posting.

You can continue to earn money back until the balance on your Card is less than 10 cents. At that point, you will stop earning money back (because 5% of an amount less than 10 cents is less than half a cent, and the Award Sponsor rounds earnings to the nearest whole cent).

If you return an item on which you earned money back, the Award Sponsor reserves the right to deduct the money you earned from your Card balance.

*The 5% Back Bonus offer is provided by the Award Sponsor and is not provided or endorsed by MetaBank® or Visa.


Visa Gift Card Cardholder Agreement


10615 Professional Circle, Suite 102; Reno NV 89521 (“Address”) (“Website”)

855-202-5628 (“Customer Service Number”) (toll-free)



Fees associated with your Gift Card

Purchase Fee:

A purchase fee of $5.95 may be assessed at time of purchase.

Maintenance Fee:

Subject to applicable law, beginning on the 13th month after there has been no activity on your Card, a monthly maintenance fee of $4.95 will be deducted from the funds associated with your Card. This fee will continue to be assessed as long as there are funds associated with your Card and no further activity has occurred. If further activity occurs, we will wait until the 13th consecutive month of inactivity to assess the monthly maintenance fee. If you do not use your Card for an extended period of time, these fees may lower or even exhaust the balance of your Card before the “valid thru” date has passed. You may avoid this fee by making regular purchases with your Card.

Lost / Stolen Card Replacement Fee:

If your Card is lost or stolen, there will be a fee of $5 to replace it.

Replacement Card at Expiration:

There is no additional cost to obtain a replacement Card due to expiration.

This Cardholder Agreement (“Agreement”) sets forth the terms and conditions under which a Visa Gift Card (“Card”) has been issued to you.  The Visa Gift Card is a prepaid Card issued by MetaBank®.  By accepting and using this Card, signing the back of the Card, activating the Card, or authorizing any person to use the Card, you agree to be bound by the terms and conditions contained in this Agreement.  In this Agreement "You" and "your" mean the person or persons who have received the Card and are authorized to use the Card as provided for in this Agreement.  “We”, “us”, “our”, and “Bank” mean MetaBank, our successors, affiliates or assignees.  You agree to sign the back of the Card immediately upon receipt.  The Card will remain the property of Bank and must be surrendered upon demand.  The Card is nontransferable after it has been signed, and it may be canceled, repossessed, or revoked at any time without prior notice, subject to applicable law.  Please read this Agreement carefully and keep it for future reference.  These terms and conditions apply to both the purchaser and any other user of the Card.  It is the purchaser’s obligation to provide these terms and conditions to any user; however, new terms and conditions may be provided, or any other questions or concerns answered by contacting Customer Service.


The Card is a prepaid Card loaded with a specific amount of funds, redeemable to buy goods and services anywhere Visa debit cards are accepted in the United States. You may not load additional funds to the Card.  The Card is NOT a credit Card. The Card is not a checking account or connected in any way to any account other than a stored value account where your funds are held.  You will not receive any interest on the funds in your Card account.  If you have registered your Card, the funds in your Card account will be insured by the Federal Deposit Insurance Corporation (“FDIC”), subject to applicable limitations and restrictions of such insurance.  You may register your Card by visiting the Website at or calling the Customer Service Number.


a.     Accessing Funds and Limitations

You may use your Card to obtain goods or services wherever the Card is honored in the United States.  Each time you use your Card, you authorize us to reduce the value available on your Card by the amount of the transaction.  Your Card cannot be:

  • redeemed for cash;
  • used to obtain cash in any transaction;
  • used for illegal transactions;
  • used to make foreign transactions; or
  • used for purchases where recurring payments may occur, such as subscriptions, memberships, rentals, etc.

For security reasons, we may limit the amount or number of transactions you can make on your Card. We may refuse to process any transaction that we believe may violate the terms of this Agreement.

Your card is valid in the U.S. only.  It cannot be used at merchants outside of the United States, including internet and mail/telephone order merchants outside of the United States.  Although your Card will not be accepted at locations outside of the United States, it is welcome at millions of locations within the U.S. anywhere Visa debit cards are accepted.

b.     Personal Identification Number (PIN)

If you wish to make PIN debit purchases, you may obtain a PIN by visiting the Website at or calling the Customer Service Number. Cards are not accepted at ATMs and cannot be used to obtain cash in any purchase transaction. You should not write or keep your PIN with your Card.  Never share your PIN with anyone and do not enter your PIN into any terminal that appears to be modified or suspicious.  If you believe that there has been unauthorized access to your PIN, you should advise us immediately, following the procedures in the section labeled “Unauthorized Transactions.”

c.     Obtaining Card Balance Information

You should keep track of the amount of value loaded on Cards issued to you.  You may obtain information about the amount of money you have remaining in your Card account at no charge by contacting Customer Service.  This information, along with a 60-day history of account transactions, is also available online by visiting our Website.  You also have the right to obtain a sixty (60) day written history of account transactions by contacting Customer Service.

d.     Authorized Users

Until you sign, you may present the Card to another person.  If you do provide access to your Card or Card number, you are liable for all transactions made with the Card or Card number by those persons.  You must notify us to revoke permission for any person you previously authorized to use Card information or have access to your account.  You are responsible for all transactions and fees incurred by you or any other person you have authorized. 

e.     Authorization Holds

You do not have the right to stop payment on any purchase transaction originated by use of your Card.  With certain types of purchases (such as those made at restaurants, hotels, or similar purchases), your Card may be “preauthorized” for an amount greater than the transaction amount to cover gratuity or incidental expenses.  Any preauthorization amount will place a “hold” on your available funds until the merchant sends us the final payment amount of your purchase.  Once the final payment amount is received, the preauthorization amount on hold will be removed.  During this time, you will not have access to preauthorized amounts.  If you authorize a transaction and then fail to make a purchase of that item as planned, the approval may result in a hold for that amount of funds.

f.      Returns and Refunds

If you are entitled to a refund for any reason for goods or services obtained with your Card, the return and refund will be handled by the merchant.  If the merchant credits your Card, the credit may not be immediately available.  While merchant refunds post as soon as they are received, please note that we have no control over when a merchant sends a credit transaction and the refund may not be available for a number of days after the date the refund transaction occurs.

g.     Receipts

You may wish to retain receipts as a record of transactions.  Receipts will be required if you need to verify a transaction.

h.     Split Transactions and other uses

If you do not have enough funds available in your Card account, you may be able to instruct the merchant to charge a part of the purchase to the Card and pay the remaining amount with another form of payment.  These are called “split transactions.”  Some merchants do not allow cardholders to conduct split transactions.  Some merchants will only allow you to do a split transaction if you pay the remaining amount in cash.

If you use your Card number without presenting your Card (such as for an internet transaction, a mail order or a telephone purchase), the legal effect will be the same as if you used the Card itself.  Payment for pay-at-the-pump stations must be made inside.

YOU ARE NOT ALLOWED TO EXCEED THE BALANCE OF THE FUNDS AVAILABLE ON YOUR CARD.  If you attempt to use the Card when there are insufficient funds associated with it, the transaction will generally be declined.  Nevertheless, if a transaction that exceeds the balance of the funds available on your Card occurs due to a systems malfunction or otherwise, you shall remain fully liable to us for the amount of the transaction.


The funds on your Card do not expire.  The "valid thru" date indicated on the front of your Card is not an expiration date, but is intended primarily for fraud protection purposes and also permits your Card to be used with certain Internet or mail/telephone order merchants. After the "valid thru" date, your available funds will be temporarily unavailable until you contact Customer Service for a replacement Card with a new "valid thru" date.  You will not be charged a replacement Card fee if you are ordering a replacement Card due to your Card expiring, in order to continue accessing unused funds.  If your Card is lost or stolen, and you are calling for a replacement Card due to that purpose, you may be charged a Lost/Stolen Card Replacement Fee, as noted in the Fee Chart above and further explained in the “Unauthorized Transactions” section below.  Upon contacting us for any lost/stolen card, your funds will be temporarily unavailable until you activate your replacement Card.


For purposes of these disclosures, our business days are Monday through Friday, excluding federal holidays.


a.     Contact Customer Service Immediately

If you believe your Card has been lost or stolen or an unauthorized transaction has been made using the information from your Card without your permission, contact Customer Service IMMEDIATELY.  We will ask for the Card number and other identifying details.  We cannot assist you if you do not have the Card number.  We reserve the right to investigate any claim you may make with respect to a lost or stolen Card or unauthorized transaction, and you agree to cooperate with such investigation.  We may not be able to assist you if you do not contact us within 60 days of the unauthorized transaction.  We will charge a fee as noted in the fee table above (subject to applicable law) for any lost/stolen Card, which will be deducted from the balance on the Card.  A reissued Card may take up to 30 days to process.

b.     Your Liability for Unauthorized Visa Prepaid Card Transactions

Under Visa’s Zero Liability Policy, your liability for unauthorized transactions on your Card Account is $0.00 if you are not grossly negligent or fraudulent in the handling of your Card. These provisions limiting your liability do not apply to debit transactions not processed by Visa or foreign ATM withdrawals.


We are not responsible for the quality, safety, legality, or any other aspect of any goods or services purchased with a Card or using the Card Account.  Further, we will not be liable:

  • If, through no fault of ours, you do not have enough funds available in your Card account to complete the transaction;
  • If a merchant refuses to accept your Card;
  • If an electronic terminal where you are making a transaction does not operate properly, and you knew about the problem when you initiated the transaction;
  • If access to your Card has been blocked after you reported your Card lost or stolen;
  • If circumstances beyond our control (such as fire, flood or computer or communication failure) prevent the completion of the transaction, despite reasonable precautions that we have taken; or
  • For any other exception stated in our Agreement with you.


Your Card and your obligations under this Agreement may not be assigned.  We may transfer our rights under this Agreement. Use of your Card is subject to all applicable rules and customs of any clearinghouse or other association involved in transactions. We do not waive our rights by delaying or failing to exercise them at any time (for example, assessing a fee less than described, or not all, for any reason does not waive our right to begin charging the fee as set forth in this Agreement without notice).  If any provision of this Agreement shall be determined to be invalid or unenforceable under any rule, law, or regulation of any governmental agency, local, state, or federal, the validity or enforceability of any other provision of this Agreement shall not be affected.  This Agreement will be governed by the laws of the state of South Dakota except to the extent governed by federal law.  Should your Card have a remaining balance after a certain period of time, we may be required to remit the remaining funds to the appropriate state agency.


We may amend or change the terms of this Agreement at any time, subject to applicable law.  You will be notified of any change in the manner required by applicable law prior.  However, if the change is made for security purposes, we can implement such change without prior notice.


Translations of this Agreement that may have been provided are for your convenience only and may not accurately reflect the original English meaning.  The meanings of terms, conditions, and representations herein are subject to definitions and interpretations in the English language.




We have put this Dispute Clause in question and answer form to make it easier to follow. However, this Dispute Clause is part of this Agreement and is legally binding.

Background and Scope.


Short Answer

Further Detail

What is arbitration?

An alternative to court

In arbitration, a third party arbitrator (“Arbitrator”) solves Disputes in an informal hearing.

Is it different from court and jury trials?


The hearing is private. There is no jury. It is usually less formal, faster and less expensive than a lawsuit. Pre-hearing fact finding is limited. Appeals are limited. Courts rarely overturn arbitration awards.

Can you opt-out of this Dispute Clause?

Yes, within 60 days

If you do not want this Dispute Clause to apply, you must send us a signed notice within 60 calendar days after you purchase the Card. You must send the notice in writing (and not electronically) to our Notice Address, Attn: General Counsel. Provide your name, address and Card number. State that you “opt out” of the dispute clause.

What is this Dispute Clause about?

The parties' agreement to arbitrate Disputes

Unless prohibited by applicable law and unless you opt out, you and we agree that you or we may elect to arbitrate or require arbitration of any "Dispute" as defined below.

Who does the Dispute Clause cover?

You, us and certain "Related Parties"

This Dispute Clause governs you and us. It also covers certain "Related Parties": (1) our parents, subsidiaries and affiliates; (2) our employees, directors, officers, shareholders, members and representatives; and (3) any person or company that is involved in a Dispute you pursue at the same time you pursue a related Dispute with us.

What Disputes does the Dispute Clause cover?

All Disputes (except certain Disputes about this Dispute Clause)

This Dispute Clause governs all “Disputes” that would usually be decided in court and are between us (or any Related Party) and you. In this Dispute Clause, the word “Disputes” has the broadest reasonable meaning. It includes all claims even indirectly related to your Card or this Agreement. It includes claims related to the validity in general of this Agreement. However, it does not include disputes about the validity, coverage or scope of this Dispute Clause or any part of this Dispute Clause. (This includes a Dispute about the rule against class arbitration.) All such disputes are for a court and not an Arbitrator to decide.

Who handles the arbitration?

Usually AAA or JAMS

Arbitrations are conducted under this Dispute Clause and the rules of the arbitration administrator in effect when the arbitration is started. However, arbitration rules that conflict with this Dispute Clause do not apply. The arbitration administrator will be either:

·    The American Arbitration Association ("AAA"), 1633 Broadway, 10th Floor, New York, NY 10019,

·    JAMS, 620 Eighth Avenue, 34th Floor, New York, NY 10018,

·    Any other company picked by agreement of the parties.

If all the above options are unavailable, a court will pick the administrator. No arbitration may be administered without our consent by any administrator that would permit a class arbitration under this Dispute Clause. The arbitrator will be selected under the administrator's rules. However, the arbitrator must be a lawyer with at least ten years of experience or a retired judge unless you and we otherwise agree.

Can Disputes be litigated?


Either party may bring a lawsuit if the other party does not demand arbitration. We will not demand arbitration of any lawsuit you bring as an individual action in small-claims court.  However, we may demand arbitration of any appeal of a small-claims decision or any small-claims action brought on a class basis.

Are you giving up any rights?


For Disputes subject to this Dispute Clause, you give up your right to:

1.    Have juries decide Disputes.

2.    Have courts, other than small-claims courts, decide Disputes.

3.    Serve as a private attorney general or in a representative capacity.

4.    Join a Dispute you have with a dispute by other consumers.

5.    Bring or be a class member in a class action or class arbitration.

We also give up the right to a jury trial and to have courts decide Disputes you wish to arbitrate.

Can you or another consumer start a class arbitration?


The Arbitrator is not allowed to handle any Dispute on a class or representative basis. All Disputes subject to this Dispute Clause must be decided in an individual arbitration or an individual small-claims action. This Dispute Clause will be void if a court rules that the Arbitrator can decide a Dispute on a class basis and the court's ruling is not reversed on appeal.

What law applies?

The Federal Arbitration Act (“FAA”)

This Agreement and the Cards involve interstate commerce. Thus, the FAA governs this Dispute Clause. The Arbitrator must apply substantive law consistent with the FAA. The Arbitrator must honor statutes of limitation and privilege rights. Punitive damages are governed by the constitutional standards that apply in judicial proceedings.

Will anything I do make this Dispute Clause ineffective?


This Dispute Clause stays in force even if: (1) you or we end this Agreement; or (2) we transfer or assign our rights under this Agreement.


What must a party do before starting a lawsuit or arbitration?

Send a written Dispute notice and work to resolve the Dispute

Before starting a lawsuit or arbitration, the complaining party must give the other party written notice of the Dispute. The notice must explain in reasonable detail the nature of the Dispute and any supporting facts. If you are the complaining party, you must send the notice in writing (and not electronically) to our Notice Address, Attn: General Counsel. You or an attorney you have personally hired must sign the notice and must provide the Card number and a phone number where you (or your attorney) can be reached. A letter from us to you will serve as our written notice of a Dispute. Once a Dispute notice is sent, the complaining party must give the other party a reasonable opportunity over the next 30 days to resolve the Dispute on an individual basis.

How does an arbitration start?

Mailing a notice

If the parties do not reach an agreement to resolve the Dispute within 30 days after notice of the Dispute is received, the complaining party may commence a lawsuit or an arbitration, subject to the terms of this Dispute Clause. To start an arbitration, the complaining party picks the administrator and follows the administrator's rules. If one party begins or threatens a lawsuit, the other party can demand arbitration. This demand can be made in court papers. It can be made if a party begins a lawsuit on an individual basis and then tries to pursue a class action. Once an arbitration demand is made, no lawsuit can be brought and any existing lawsuit must stop.

Will any hearing be held nearby?


The Arbitrator may decide that an in-person hearing is unnecessary and that he or she can resolve a Dispute based on written filings and/or a conference call. However, any in-person arbitration hearing must be held at a place reasonably convenient to you.

What about appeals?

Very limited

Appeal rights under the FAA are very limited. The Arbitrator’s award will be final and binding. Any appropriate court may enter judgment upon the arbitrator's award.

Arbitration Fees and Awards.

Who bears arbitration fees?

Usually, we do.

We will pay all filing, administrative, hearing and Arbitrator fees if you act in good faith, cannot get a waiver of such fees and ask us to pay.

When will we cover your legal fees and costs?

If you win

If you win an arbitration, we will pay the reasonable fees and costs for your attorneys, experts and witnesses. We will also pay these amounts if required under applicable law or the administrator's rules or if payment is required to enforce this Dispute Clause. The Arbitrator shall not limit his or her award of these amounts because your Dispute is for a small amount.

Will you ever owe us for arbitration or attorneys' fees?

Only for bad faith

The Arbitrator can require you to pay our fees if (and only if): (1) the Arbitrator finds that you have acted in bad faith (as measured by the standards set forth in Federal Rule of Civil Procedure 11(b)); and (2) this power does not make this Dispute Clause invalid.

Can an award be explained?


A party may request details from the Arbitrator, within 14 days of the ruling.  Upon such request, the Arbitrator will explain the ruling in writing.

This Card is issued by MetaBank, Member FDIC, pursuant to a license from Visa U.S.A. Inc.


5501 S. Broadband Lane

Sioux Falls, SD  57108


© 2017 MetaBank






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