Help
Why haven't I received my card yet?
Receiving your UPside card can take up to 10 business days. If it has been longer than that period, your card may have been lost in the mail or you will need to verify more information on your enrollment. Please email us at
cs@upsidecard.com and we will be able to research your issue further.
Yes, you can request expedited shipping within 24 hours of your initial enrollment by emailing us at
cs@upsidecard.com. There is a $15 expedited shipping fee that will be applied to the card balance.
Your teen/parent received an email at the given email address with their unique enrollment code to complete the enrollment. If this email has been lost, please contact us at
cs@upsidecard.com and we will provide you with a new one.
In order to set up your bank account for loads, you will need to do two things:
1. Fax/Send the Bank Account Authorization Form (BAAF) located on the right-side menu of your online account at
www.upsideaccount.com and we will verify your details with your bank. This only needs to be done once.
2. Enter your same details to your online account by selecting "Manage Payment Methods."
You may initiate a load once you have entered your details online, but it will not complete until we have verified your details. The first load can take up to 7-10 days, depending on when we get the BAAF. Subsequent loads will take 3-5 days.
There are typically four reasons why a credit card load will not complete:
1. Your credit card is being declined by your funding card issuer due to insufficient funds. Please contact your funding card issuer to resolve this issue.
2. Your funding card information has changed (i.e. you received a new card in the mail). You can change your funding source from you online account (card account owner only).
3. Your billing address information is incorrect. Please verify your address information with the most recent funding card statement to assure that all details are identical.
4. You are requesting a load greater than your daily, monthly or balance limits.
What do I need to do to set up direct deposit with my employer?
You can set up a direct deposit with your employer by giving them your unique direct deposit banking details. These are located on the online card account at by going to the Direct Deposit tab in the funding window after you have logged in. You can either print out the details (a voided check is included) or email them.
Why has my MoneyPak not loaded?
Some merchants request that you wait for up to one hour before redeeming your MoneyPak. If you have loaded cash through the MoneyPak network directly from the cashier at 7-Eleven, your funds will load within 4 hours.
If it has been longer than the above mentioned timeframes, please contact GreenDot directly at
www.moneypak.com.
In order to activate your card please go to your online card account and log in, or your parent can call the customer service number at 866-845-6273. You will need your Customer Service Access Code. This code is the last four digits of the parent's SSN. Teens on Edge, Access, and Clear created their 4-digit code when they created their online account.
What do I do if my card was lost or stolen?
We recommend that you suspend your card immediately. You can do this from your online account. You can then contact customer service by calling 866-845-6273 (you will need your 16-digit UPside card number to call) or contact us by email at
cs@upsidecard.com. We can then mark your card lost/stolen and send you a new one.
Your ATM withdrawal request could have been declined due to the following:
1. Insufficient funds
2. Over 3 requests made in a 24-hour period
3. Greater amount requested for withdrawal ($400/request, $500/24 hours)
Why was I charged a $2 ATM decline fee?
If you do not have enough funds on your card balance to withdraw your requested amount from an ATM, you will be charged a $2 ATM decline fee. We recommend that you check your card balance first, either directly at the ATM or by logging into your online account from you mobile at
m.upsidecard.com.
In order to dispute a transaction, we recommend that you first speak with the merchant to conduct a refund. If they are unable to help you, please call 866-845-6273 to speak with a live agent to dispute your transaction.
Why was I overcharged for a gas or restaurant purchase?
Gas stations authorize a larger transaction amount to verify that you have enough funds to cover a typical full tank of gas. This amount will be corrected once we receive the final batch amount from the merchant, which can take up to 4 days. This unfortunately locks those funds on your account. We recommend in the future that you pay for your gas inside the station and not at the pump to assure that this larger authorization does not occur.
Restaurants authorize a larger transaction amount to verify that you have enough funds to cover your meal plus tip. This amount will be corrected once we receive the final batch amount from the merchant, which can take up to 4 days. This unfortunately locks those funds on your account.
What do I do if my account has been marked as potentially fraudulent?
Please contact customer service at 866-845-6273 and speak with a live agent.
How do I change plans?
In order to change plans, you will need to do the following:
1. Log into your online account at
www.upsideaccount.com
2. Re-register your teen for your desired plan by selecting "Sign Up New Cardholder." A new card will ship.
3. Email us when you receive the card and we will transfer all funds to the new card and close the old one
Have your parent go to
www.upsideaccount.com once you have received your card and click "Create my username/password" from the splash page. They will need:
1. Your 16-digit UPside card number
2. The 3-digit CVV2 number located on the back of the UPside card
3. His/Her DOB
4. His/Her SSN
Please verify that you are using the correct username and password. If you have lost your username or password, you can use the "Lost username/password" function on the login screen.
How do I change my listed address?
Only parents can change your mailing address by logging into their online card account and editing the profile, or by contacting customer service at 1-866-845-6273. There is a 90 day locked address period from the date of activation – you cannot change your address during this period.
How do I access my card account from my mobile phone?
Go to
m.upsidecard.com with your cell phone browser. You will be asked to enter your username and password as if you were logging in from a computer. Your cell phone may memorize your user name, so that you won't have to type it again the next time you access the site.
Reward points can take up to 15 days to appear on your account. If it has been longer, please contact us at
cs@upsidecard.com with details of the transaction you made. Please note that online purchases made at retailers through the UPside Mall are eligible for reward points, not by shopping at the physical store.
Please note that you need to link to the merchant through the UPside Mall (not just use your UPside card) in order to receive points. If you leave the merchant website before you complete your transaction, you will need to go back to the UPside Mall and link to the merchant again, do not click "back" on your browser.
