FAQ

Payor

• Can a Payor customize the Pay Card plastic?

Yes, our industry-unique capabilities allow us to digitally print customized cards on demand. We also have the flexibility to customize the marketing material included with the delivery of the cards.

• How does an employee enroll for a Pay Card?

An employee must complete and return a signed enrollment form to the Payroll department. The application is uploaded to a secure Internet site where the account is created.

• Do you provide enrollment forms?

The enrollment forms are provided by smartOne Solutions and can be customized for your company. We can provide both English and Spanish versions of the enrollment form.

• What information is needed to enroll for the Pay Card?

Employees must provide name, home address, city, state, zip code, home phone number, Social Security Number and DOB. Other personal information, such as Mother’s Maiden Name and Identification, are optional. This information is used to check the US Department of Treasury’s OFAC list – the information is not used for credit history verification.

• How will cardholders receive their cards?

After the enrollment form has been successfully submitted, cards will be mailed to the address provided on the form.

• How does a cardholder set a Personal Identification Number (PIN) for a Pay Card?

At the time the card is activated through an automated phone line, the cardholder will be asked to set a Personal Identification Number (PIN). If the cardholder forgets or wants to change the PIN, they can call our toll-free number 1-800-279-5439 or visit www.onlinepaycard.com/smartOnePaycard.

• When will the cardholder receive their funds?

Just like direct deposit, funds will be delivered the day designated on the ACH file.

• Who is responsible for handling escheatment?

All escheatment issues will be handled through smartOne Solutions.

• Will the cardholder receive monthly transaction statements?

Yes, all cardholders will be offered a monthly statement detailing each transaction made during the month.

• Do the pay periods remain the same as those for paycheck-based programs or direct deposit?

Yes. The smartOne Pay Card pay periods coincide with your regular pay periods. The funding schedule is a part of the initial service agreement between the issuing financial institution and the Payor. In addition, because the cardholder’s pay is deposited electronically, they no longer have to wait for their checks to clear.

• What is my responsibility if the card is lost or stolen?

If a cardholder reports a lost or stolen Pay Card, the issuing smartOne Solutions is responsible for replacing the card. The cardholder should notify the toll free customer service hotline immediately when the loss is discovered.