Frequently Asked Questions

Q. What do I do if a merchant tells me the card was declined?
A. Declines generally occur when the purchase amount is more than the available funds on your card. You may offer to pay the merchant part in cash and part in funds on your card. To avoid declines, make sure you always know what your available balance is.

Q. What happens if my card is lost or stolen?
A . You must immediately call 1-800-284-6795 to report a lost or stolen card and order a replacement. You will not lose your money if someone uses your card without your permission.

Q. What should I do when the merchant's sales terminal asks me to press the “Debit” or “Credit” button?
A. Press the “Credit” button or ask to “sign” for the transaction. Although the Direct PayChek Card is not a credit card, the transaction is processed like a credit card.

Q. How do I get cash back from a merchant?
A. Ask the merchant if they give cash back with purchases. Then, when you check out, you will press the “Debit” button and enter your four-digit PIN. Tell the cashier or input into the terminal how much cash you want back

Q. Will my employer have information about my card balances or where I use my card?
A. Absolutely not. Your card is issued to you by Chase and all information is strictly confidential.