QuyanaCARD Frequently Asked Questions (FAQ)

Get Started with QuyanaCARD

How do I download the QuyanaCARD app*?

The Quyana app is available in the App Store and on Google Play.

* Standard message and data rates from your wireless service provider may apply.

How do I activate my card?

You can activate your Quyana Prepaid Mastercard^® through the Quyana app or by calling Customer Service at 1-866-424-2764.

Activate through the app by following these steps:

Log in to the Quyana app
From the Home screen tap the three vertical dots on the right-hand side of your balance.
The Account Details menu will appear. Select Cards from the menu.
Tap the “Activate Your Card” button and provide the last four of your SSN, card number, and date of birth.
On this screen, you will set a PIN for your Quyana Card.
Your card has been activated!

Through Customer Service follow these steps:

Call Customer Service at 1-866-424-2764.

How do I activate my instant issue card?

Download the Quyana app and tap Join Now. When asked if you already have a card, tap ‘Yes’ after you’ve been handed a card at your local Quyana location. Then follow each step to register the card.

How do I log in?

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If you already have a Quyana account, you can log in using the username and password you used to register.

To log in with your password
Enter your username
Enter your password
Touch ‘Log In’

You can enable a Passcode as an alternative Log In option. To log in with your passcode:

Enter your username
Enter your passcode
Touch ‘Log In’

Do I need an internet connection to use Quyana?

Yes.

The app can be used with a WiFi connection, or your smartphone’s data. Please note: standard data rates may apply from your wireless service provider when not connected to WiFi.

About Quyana

What is Quyana?

Quyana is a secure mobile banking app that is connected to a prepaid card that allows you to manage your money directly from your smartphone. You will also receive an Quyana Card that can be used everywhere Debit Mastercard is accepted.

Does Quyana charge fees?

There are fees for using Quyana. For a complete list of fees, please visit our Fee Schedule by clicking or tapping [here].

What mobile platforms does Quyana support?

iOS (Apple iPhone 5s and later/iOS 11.0 or later) and Android.

If you have any issues with your Quyana app not working on your device, please contact Support by going to Help & Support in the Quyana app or you can directly email us at quyanasupport@changefinancial.com.

How does Quyana verify my personal information?

To help the government fight the funding of terrorism and money laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens a Card Account.

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.

Is Quyana FDIC insured?

Yes, the funds in your the Quyana Card Account will be insured to the maximum coverage limit provided by the FDIC, through Axiom Bank, N.A., Member FDIC, once we have been able to verify your identity.

Is Quyana a credit card?

No, the Quyana Card is not a credit card. You will not receive any interest on your funds in your Card Account. There is no credit line associated with your Card.

How do I get help or support?

Call us at 1-866-424-2764, or email us at quyanasupport@changefinancial.com, or submit a Support request right through the app by tapping the Help & Support icon.

Do you ship the Quyana Card internationally?

No.

Where can I use Quyana?

Anywhere in the world where there is an internet connection and everywhere Debit Mastercard is accepted. Data rates from your wireless service provider for using the app may apply, however you can use the card without accessing the app.

When and how do I receive my Quyana Card?

Your Quyana Card usually ships within 48 hours of signup. Expect your card to arrive in 10 to 14 business days or 11 to 15 calendar days after you sign up, at the mailing address you used to register for Quyana.

Can I use Quyana on non-smartphones?

No, but you can check your balance and transactions on our website, by clicking or tapping here.

Can I cancel my account at any time?

Yes. Just send us a message or call Customer Service at 1-866-424-27641-866-424-2764, or by opening an in-app ticket. Please be prepared to verify your identity, including last 4 digits of your SSN, and DOB.

Does Quyana offer joint accounts?

No. There is a limit of one user per account, but your friends and family are more than welcome to sign up for their own Quyana Card Account.

Does Quyana offer checks?

No, Quyana does not offer checks of any kind.

Spending and Accessing Money

Is there overdraft protection?

No, since Quyana is a prepaid card, your transaction will be declined if you attempt to spend more than the balance that is in your account.

Can I get cash back from my QuyanaCARD?

Yes, you can get cash back at thousands of retail locations across the US. When making a purchase at participating cash back merchants, select “Debit” as your form of payment. Put in your PIN and if the merchant allows for cash back, you can choose the desired amount of cash you want to get back.

Do I need my phone with me when I use the QuyanaCARD?

No.

Can I make online purchases?

Yes, everywhere online that accepts Debit Mastercard.

Is there a maximum cash amount I can get back when making a purchase?

Yes. The maximum amount you can withdraw is set by the retailer where you are making the purchase. You are also limited by the daily $5,000 maximum purchase limit.

Does my QuyanaCARD have a PIN?

Yes. You set your PIN when activating your QuyanaCARD. Your PIN can be changed anytime in the Cards section of the app or by calling Customer Service at 1-866-424-27641-866-424-2764.

Is there a maximum I can withdraw from ATMs?

The daily cash withdrawal limit is $710. Each ATM has its own specific withdrawal limits as well.

Can I get cash out of an ATM?

Yes, at any ATM in the world where you see the Mastercard or Maestro brand mark (Bank or ATM network fees may apply).

Can I make in-store purchases?

Yes. At any store around the world where Debit Mastercard is accepted. A foreign exchange fee will apply to international purchases. See the Fee Schedule for the complete listing of our fees.

Loading Money

How do I sign up for direct deposit?

You can receive your direct deposit directly onto your Quyana Card! Your account number and routing number can be found in the “Account Details” menu in the Quyana app. You can provide these numbers to your employer or benefits provider to receive funds through ACH direct deposit. The bank listed for direct deposit is Axiom Bank, N.A. Alternatively, you may download a direct deposit form by clicking or tapping [here].

Is there a maximum amount I can have direct deposited?

You can fund your account with direct deposit as long as your balance does not exceed the $10,000 limit.

Is there a minimum amount for direct deposit?

No. You can direct deposit as little of your pay as you want. Take note: You have a $10,000 balance limit.

What is the maximum amount I can load into my Quyana account?

You can only load up to the account balance limit of $10,000. If a direct deposit is more than this amount, it will be rejected and sent back to the payer.

Does QuyanaCARD charge a fee for direct deposits to my card?

No. We will not charge you a fee for receiving direct deposit to your card.

Is there a cost to load money into my Quyana account?

Not when loading money with direct deposit. There is, however, a fee of up to $4.95 charged by the retailer when loading cash at 7-Eleven, CVS, K-Mart, Rite Aid, Walgreens and Walmart. There is 1% fee (minimum fee of $9.95) when loading funds at Quyana locations. There is a 0.25% fee (minimum of $2.95) when depositing a check to your card through the mobile app (coming soon).

Where can I go to load money into my Quyana account?

You can load money into your Quyana account at participating retailers displaying the Mastercard rePower^®brand mark. Some participating retailers are:

7-Eleven
CVS Pharmacy
Dollar Tree
K-Mart
Rite Aid
Walgreens
Walmart

Can I load paper checks to my Quyana Card?

Not yet through the mobile app! We are working on adding this feature and it will be available soon. You can visit your local Quyana location to deposit checks.

The App and Settings

Updating My Address

It is important we have your most current address on file, in case we need to send you a new card. You can update your address via your Quyana mobile app. Follow the instructions below:

Tap the Profile menu button at the bottom right corner
Tap the Address field
Enter your new address
Tap Next

Please note, if you have not activated your QuyanaCARD, you may not be able to update your address. If you receive any errors while updating your address, please contact us at 1-866-424-2764, or email us at quyanasupport@changefinancial.com, or submit a Support request right through the app by tapping the Help & Support icon.

Do you send me confirmations when I make transfers and transactions?

Not yet. We are working on adding push-notifications to the Quyana app.

What is the relationship between my Quyana App and my QuyanaCARD?

The App is for managing your money and checking your account balance and transactions. The QuyanaCARD is for spending and withdrawing money. For example, if the balance displayed in your App is $100, you can spend or withdraw $100 using your QuyanaCARD.

Do I need my QuyanaCARD with me when I use the Quyana App?

No. However, we recommend waiting until you have your card before setting up direct deposit.

QuyanaCARD Prepaid Mastercard

How do I file a transaction dispute?

If you see a transaction you don’t believe you made, please contact Customer Support immediately at 1-866-424-2764. You can alternatively contact us through the app by creating a new in-app ticket, email us at quyanasupport@changefinancial.com, or by sending in a written dispute to Quyana, PO Box 641277, Los Angeles, CA 90064 per your Cardholder Agreement. Please include the transaction amount along with the date of purchase and merchant name. We will be able to assist you with filing a dispute for the charges and ordering a replacement card.

How do I access my money?

Once your card arrives and you activate it, you can make purchases, withdraw cash at an ATM, or get cash back with a purchase everywhere Debit Mastercard is accepted. This is the quickest way to Unload Money.

Replacement Card

To order a replacement card please contact us at 1-866-424-2764, or email us at quyanasupport@changefinancial.com, or submit a Support request right through the app by tapping the Help & Support icon.

Where is my card?

Your QuyanaCARD will ship about 48 hours after signing up (depending on the day of the week) and is usually delivered between 7 to 10 business days or 8 to 12 calendar days. We use the address you used to register for Quyana to deliver your QuyanaCARD. Please let us know if your card has not arrived 18 days after signing up.

Where was my card sent?

We use the address you entered to register for Quyana to deliver your card. It can take 7 to 10 business days for your Quyana Card to arrive. If a replacement card needs to be ordered and/or to change your address, please contact us at 1-866-424-2764, or email us at quyanasupport@changefinancial.com, or submit a Support request right through the app by tapping the Help & Support icon.

Quyana Account Balance and Transaction History

Can I get a statement of my transactions?

If you need a paper copy of your statement, you can request one by contacting us at 1-866-424-2764, or email us at quyanasupport@changefinancial.com, or submit a Support request right through the app by tapping the Help & Support icon. A $5.00 Paper Statement Fee will be assessed.

What is my QuyanaCARD Account Balance?

Your Quyana balance is the amount of money you have available to either spend or withdraw using your QuyanaCARD.

How do I see historical transactions I have made using Quyana?

A record of all purchases, cash withdrawals, transfers and any other transaction you make with your QuyanaCARD is available through the Quyana app. To access your Quyana Transaction History: Tap ‘Transactions’ on the Account Details menu. Tap a specific history item to expand it and see further details on the transaction.

Security and Privacy

How do I contact Quyana?

There are a few easy ways to get all the help you need from our awesome team.

You can give us a call at 1-866-424-2764, where you can speak to a live rep, activate your card, and change your PIN right over the phone.
You can send us an in-app help ticket right through the Help & Support page of your app. From the home screen tap question mark button on the bottom of the screen. Tap Message Us from the screen. Here you can quickly start a text conversation with one of our knowledgeable agents.
You can send us an email to quyanasupport@changefinancial.com.

What if I move and I now have a new address? Or how about if I change my email address and phone number?

It is your responsibility to provide us with true, accurate and complete e-mail address, contact, and other information related to your account, and to maintain and update promptly any changes in this information. You can update information (such as your phone number and e-mail address) by calling us 1-866-424-2764, or email us at quyanasupport@changefinancial.com, or submit a Support request right through the app by tapping the Help & Support icon.

What information do you need from me to sign up for a Quyana account?

Your name, address, mobile number, email address, date of birth, and Social Security number (SSN). Quyana does not see or store your SSN.

Why do you need my Social Security Number?

Federal law requires our banking partner to verify the identity of everyone who signs up for an QuyanaCARD Account.

Why do you do an ID check on me when I register?

We are required by law to do an identification check.

Where are my funds held?

By Axiom Bank, N.A., Member FDIC.

What if my phone (with the Quyana app on it) is lost or stolen?

Quyana does not store private or confidential information on your phone. The Quyana App establishes a secure connection with our servers only when you are using it.

What if my Quyana Prepaid Mastercard is lost or stolen?

Please immediately notify us of the loss, theft or unauthorized use of your Quyana Card, and the loss, theft or unauthorized or inadvertent disclosure of any number including PIN, secret word, or code that might be used to access your card’s funds. If you believe that your card, PIN, or code has been lost or stolen or that someone has transferred or may transfer value from your card without your authorization, you should immediately contact us by phone at 1-866-424-2764, or email us at quyanasupport@changefinancial.com, or submit a Support request right through the app by tapping the Help & Support icon. We will immediately cancel your card and issue you with a new one once you contact Customer Support.