Frequently Asked Questions

Sign up online. Once you successfully complete the quick sign up and ID verification, you will receive your personalized card in 7-10 business days.

You can also buy a starter MyVanilla Card at these stores. In order to use the card, it needs to be registered online. Once the starter card has been successfully registered, you can begin using it. You will need to provide your Social Security Number or another valid form of ID and other personal information as part of the registration process. If you are unable to complete registration successfully, please call Customer Care at 1-855-686-9513.

Anyone 18 years or older upon successful ID verification. You will need to provide your Social Security Number or another valid form of ID and other personal information that allows us to identify you. Since this is not a credit card, no credit check is required to sign up for a MyVanilla Card. MyVanilla Cards are not available in Vermont.

Federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a Card Account. This helps the government fight the funding of terrorism and money laundering activities. What this means for you: When you open a Card Account, we will ask for your name, address, date of birth, and other information that will allow us to identify you. We may also ask to see a copy of your driver’s license or other identifying documents.

You must be at least 18 years old to register as a cardholder.

Yes, since this is not a credit card, there is no credit check required to obtain a MyVanilla Card.

The MyVanilla App makes it convenient and easy to manage your account. Download it today on Google Play or iTunes.

Yes, you can sign up for account updates and alerts that will keep you updated on card activity. Standard text and data rates from your wireless service provider may apply.

Yes, you can easily transfer funds from one MyVanilla Card to another MyVanilla Card. This makes sending and receiving money easy and convenient. There are maximum daily and monthly limits for sending and receiving card-to-card transfers. See the Cardholder Agreement for complete details.

To close your MyVanilla Card account, call Customer Care at 1-855-686-9513. You may request the unused balance to be returned to you via a check to the mailing address in our records. There is a fee for this service. See the Cardholder Agreement for complete details.

Direct Deposit is the fast and easy way to add money to your card. Simply complete the direct deposit form that came with your card and provide it to your employer or benefits provider. You can also get your form by logging in to your account online.

You can also use Vanilla Reload to easily add cash to your card. Service fees apply.

And, you can receive money from other MyVanilla Card cardholders using card-to-card transfers. You may not use the card-to-card transfer feature to receive more than a total of $500 in one day or $2,000 in a given month.

Use your MyVanilla Card everywhere Visa debit cards or Debit Mastercard are accepted for purchases at retail locations, online, over the phone, or through mail order, depending on the network brand mark displayed on the front of your card. You can also use your MyVanilla Card to withdraw cash and check your balance at millions of ATMs worldwide. Find surcharge-free MoneyPass ATMs here. Service fees apply to non-MoneyPass ATM transactions.

Simply present your MyVanilla Card at the time of payment, choose “credit” to sign the receipt or “debit” to enter your PIN. When you use your card, your balance will be reduced by the full amount of the purchase, including sales tax and/or tip added.

Yes; however, please be aware some merchants place a hold of $75 on your card when you pay-at-the-pump. The hold is only temporary until the transaction is finalized. While the hold is typically brief, it may remain on your card for up to seven days. Once the transaction is finalized, you will only pay for the gas you purchased. If your card does not have a balance of at least $75, it may be declined. We recommend you pay inside with the attendant for the exact amount and sign the receipt instead. 

Merchants offering services where a gratuity or incidental charges may occur may place a preauthorization of 20 percent in excess of your charges. After the settlement, any of the extra 20 percent hold will be restored to your available balance. 

Yes! Use your MyVanilla Card everywhere Visa debit cards or Debit Mastercard are accepted, depending on the network brand mark displayed on the front of your card.

Your MyVanilla Card supports partial payment, which means you have the ability to spend every penny on your card. Don’t worry if your purchase costs more than the balance on your card. Most places allow you to simply pay the difference with cash or another payment method. Be sure to check with the merchant before your transaction as not all retailers accept “split payment.” If your card is ever denied, just ask if you can use your prepaid card first and then pay the difference with cash or another payment method.

Your available balance is reduced by transactions pending to be collected by a merchant. For example, restaurants typically add 15 to 20 percent to a bill to account for a tip. Once the merchant finalizes the transaction, the revised amount will post to your account. Remember, you can check your balance and view your transaction history by logging in to your account online or using the MyVanilla app. 

In order to dispute a transaction, please sign in to your MyVanilla Card account, and fill out and submit the GPR Transaction Dispute Form found at the bottom of the Card Activity or Card Statements page. You can also call Customer Care at 1-855-686-9513. See the Cardholder Agreement for complete details.

MyVanilla Card cardholders can withdraw cash at tens of thousands of MoneyPass surcharge-free ATMs nationwide. A fee of $1.95 will be charged per Domestic ATM Cash Withdrawal at an ATM within the MoneyPass network. If you use an ATM outside the MoneyPass network, you will be charged $1.95 per Domestic ATM Cash Withdrawal or $4.95 per International ATM Cash Withdrawal, plus any additional fee assessed by the ATM owner/operator.

Yes, funds on your card are FDIC insured through The Bancorp Bank; Member FDIC up to the maximum amount specified by FDIC regulations. Each MyVanilla Prepaid Visa Card is also protected by the Visa Zero-Liability Policy* for unauthorized transactions. You must notify us right away of any unauthorized use. See your Cardholder Agreement for complete details.

*You must notify your financial institution immediately of any unauthorized use. For specific restrictions, limitations and other details, please consult your issuer.

MyVanilla® Prepaid Mastercard® is safer and more secure than carrying cash. Conditions and exceptions apply – See Cardholder Agreement.

If you see an unauthorized transaction, please contact Customer Care immediately at 1-855-686-9513.

Sign in to your account online here and select “Manage PIN.” Or you may call Customer Care at 1-855-686-9513.

Always keep your PIN in a safe place and never write it on the card. If your card or PIN is lost or stolen, immediately call Customer Care at 1-855-686-9513.

There may be many reasons as to why your Card is being declined while trying to complete a transaction.

  • Your card account balance wasn’t sufficient enough to cover a purchase transaction.
  • Your card is in blocked status due to a suspected fraud transaction.
  • The address provided to the online merchant is different from the address we have on file for your card.

If you believe your Card was declined in error, please contact Customer Care at 1-855-686-9513.

No, there are no overdraft fees with MyVanilla. The only money that will be available to you is the amount you add to your card. This is not a credit card.

There are no fees for direct depositing payroll and government benefits to your account, or for downloading the MyVanilla App.  

When your existing Mio Money Card expires, it will be upgraded to a MyVanilla Prepaid Mastercard and you will receive your new MyVanilla Prepaid Mastercard in the mail.

Some Mio Money Cards expired before the MyVanilla Prepaid Mastercard upgrade was available. If you received a new Mio Money Card, please continue to use it. When your new Mio Money Card expires, the upgrade will be available and you will receive your new MyVanilla Prepaid Mastercard in the mail.

Yes, your recurring value loads (such as direct deposit loads) will automatically transfer to your new MyVanilla Prepaid Mastercard.

Yes, your available card balance will automatically transfer from your Mio Money Card to your new MyVanilla Prepaid Mastercard.

Apple Pay is a payments feature integrated into the Wallet® app on your iOS device that lets you add your MyVanilla Prepaid Visa® Card or MyVanilla Prepaid Mastercard® to Apple Pay to make in-app purchases or at participating retailers in stores, using Near Field Communication (NFC) technology.

Yes, Apple Pay is available for both MyVanilla Prepaid Visa Card and MyVanilla Prepaid Mastercard.

A digital account number is a replacement for the 16-digit number found on the front of your MyVanilla Card that can be securely stored on Apple® devices and used to make purchases. Your MyVanilla Card number is not stored on the device or with Apple. This helps to reduce the potential for fraud.

You can set up a digital account on specific models of iPhone®, iPad®, and on Apple Watch®. To see a complete list of devices, click here.

You can set up your digital account number using Apple Pay, a payments feature integrated into the Wallet app on your Apple device. You can add your MyVanilla Card to Apple Pay and use it to make in-app purchases or at participating retailers.

As part of setting up the digital account, you may receive a text message or an email with a code that will need to be entered into Apple Pay for account verification. This is a One-Time Passcode.

Apple Pay is integrated into the Wallet app, which comes pre-installed on your eligible Apple device. When you set up your device for the first time, you will be asked if you wish to configure Apple Pay. After you set up Apple Pay, add your MyVanilla Card by providing your information such as name, address, card number, expiration date, and the three-digit security code  found on the back of your card. A digital account will be created that you can use to make payments through Apple Pay.

To make an in-store purchase with your iPhone*, just hold your device near the contactless reader and place your finger on the Touch ID®.  A subtle vibration and beep will confirm the transaction is complete. To make an in-store purchase with your Apple Watch, double-click the side button and hold the face of your device near the contactless reader. A gentle pulse and tone confirm that the transaction is complete.

To make a purchase in-app with your iPhone or iPad*, select Apple Pay as the payment option in the app and place your finger on the Touch ID.

* Verify if your specific device is supported here.

Yes, you are able to easily delete your MyVanilla Card account from your device. If you delete your digital account you will still be able to continue to make purchases with your physical MyVanilla Card.

There is no fee charged by MyVanilla for using Apple Pay. However, an active data plan is required. Based on your wireless plan and mobile carrier's offering, additional message and data rates may apply.

If your device is lost or stolen, you can use “Find My Apple Device” to quickly put your device in Lost Mode to suspend Apple Pay or you can wipe your device completely clean.  You can also stop the ability to make payments from your MyVanilla Card on your Apple device with iCloud. If you do not have “Find my Apple Device” activated, call Customer Care to have your digital account suspended.

When you receive your new device you can add your MyVanilla Card to it using Apple Pay. In the meantime, you can continue to use your physical MyVanilla Card without interruption.

Before you sell or give away your Apple device, make sure that you delete all digital accounts in Apple Pay. Alternatively you can reset your device to factory settings which will remove all digital accounts.

Whether you use a digital account number or a physical card, you are protected with Visa Zero Liability against fraudulent transactions. Check your Cardholder Agreement for more information.

You must notify your financial institution immediately of any unauthorized use. For specific restrictions, limitations and other details, please consult your issuer.

For a new MyVanilla Card, you will need to go through the initial set up of providing the basic payment information to Apple Pay. In case of a replacement card, the card information is automatically updated on your device, so no action is required by you.

For a card renewal, the new expiration date will be automatically provided to Apple seamlessly, with no action required by you.

As long as you're shopping at a participating retailer, Apple Pay will work outside of the U.S. Foreign transaction fees may apply. See Cardholder Agreement for complete details. Based on your wireless plan and mobile carrier's offering, additional message data rates may apply.

Samsung Pay is a payment app pre-installed on supported Samsung devices that can be used to store your MyVanilla Prepaid Mastercard or MyVanilla Prepaid Visa Card information and make mobile payments at participating retailers in stores and in-apps. Samsung Pay can also be downloaded from Google Play store.

Samsung Pay is available on Galaxy S8, Galaxy S7 edge, Galaxy S7, Galaxy S6 edge+, Galaxy Note5, Galaxy S6 edge, Galaxy S6 active, Galaxy S6, Gear S2 and Gear S3. See a complete list of devices here.

Find the app pre-installed on your Samsung device or download it off Google Play. Then, sign in to your Samsung account. Review and accept the Samsung Pay Terms of Service. You can assign your fingerprint as the verification method, or set a four-digit PIN instead. Samsung Pay is now ready to be used on your device.

To add your MyVanilla Prepaid Mastercard or MyVanilla Prepaid Visa Card to Samsung Pay, simply align your card inside the frame of your device’s camera, so that the card number and expiration date can be captured automatically. Confirm the detected information, then review and accept the terms of service. As part of the card verification, a code will be sent via text to your device. Enter the code into Samsung Pay, sign your name, and you are all set.

If the card information appears blurry during the auto-capture process, you can enter it manually and complete the rest of the process, as described above.

To make a payment, first open Favorite Cards on your device by swiping up from the bottom of the screen. Next, select your payment card. Verify your identity by placing your finger on the Home button, or entering your four-digit code in the PIN screen. Then, place the back of your device against the card reader and hold your device still to complete the transaction.

Yes, you can easily delete your MyVanilla Prepaid Mastercard or MyVanilla Prepaid Visa Card account from your device. If you delete your digital account you will still be able to continue making purchases with your physical MyVanilla Card.

If your device is ever lost or stolen, your payment information will not be accessible without your fingerprint or Samsung Pay PIN. You can also lock your device and Samsung Pay to prevent them from being accessed. For added security, the Samsung Find My Mobile service can remotely locate your device.

Before you sell or give away your Samsung device, make sure that you delete all card accounts in Samsung Pay. Alternatively you can reset your device to factory settings which will remove all digital accounts.

For a new or replacement MyVanilla Card, you will need to go through the initial set up of providing the basic payment information to Samsung Pay.

Currently, Samsung Pay is available in South Korea, United States, China, Spain, Australia, Singapore, Puerto Rico, and Brazil.

Android Pay is a payment app that can be used to store your MyVanilla Prepaid Visa Card information and make mobile payments at participating retailers in stores, online and in-apps. Android Pay can be downloaded from Google Play.

Android Pay works on most phone and tablet devices that run Android 4.4 and above.

Android Pay can be used at millions of stores around the world, wherever contactless payments are accepted.

Download Android Pay off Google Play. Open Settings on your phone and make sure that NFC (Near Field Communication) is turned on. Open the Android Pay app and follow the setup instructions. You may need to set up a PIN, pattern, password or fingerprint screen lock.

Open Android Pay on your phone. If you have multiple Google accounts in Android Pay, select the one that you wish to add a card to. Select “Add a credit or debit card” from the list of options that appears. Capture your card info with your camera or enter it yourself. You may be asked to pick an option to verify your payment method. Enter the verification code, and you are set.

To pay in-store using Android Pay on your phone, first check that NFC is turned on in your phone’s settings. Make sure that your phone is unlocked, and place it close to the payment terminal for a few seconds. When the payment info is sent successfully, a green check mark will be displayed. Follow the on-screen instructions to complete the transaction.

Yes, you can easily delete your MyVanilla Prepaid Visa Card account from your device. If you delete your digital account you will still be able to continue making purchases with your physical MyVanilla Prepaid Visa Card.

If your device is ever lost or stolen, you can use Android Device Manager to instantly lock it from anywhere, secure it with a new password, or wipe it clean of personal data.

Before you sell or give away your Android device, make sure that you delete all card accounts in Android Pay. Alternatively you can reset your device to factory settings which will remove all digital accounts.

For a new MyVanilla Prepaid Visa Card, you will need to go through the initial set up of providing the basic payment information to Android Pay. In case of a replacement card, the card information is automatically updated on your device, so no action is required by you.

Contact Us

To reach a Customer Care Representative call:

1-855-686-9513

Or write to:

MyVanilla Customer Care
PO Box 826
Fortson, GA 31808

Please agree to the following:

E-Sign Consent Agreement