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?
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.
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 firstname.lastname@example.org.
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 email@example.com, or submit a Support request right through the app by tapping the Help & Support icon.
Do you ship the Quyana Card internationally?
Where can I use Quyana?
When and how do I receive my Quyana Card?
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?
Does Quyana offer checks?
Spending and Accessing Money
Is there overdraft protection?
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?
Can I make online purchases?
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?
Is there a maximum I can withdraw from ATMs?
Can I get cash out of an ATM?
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.
How do I sign up for direct deposit?
Is there a maximum amount I can have direct deposited?
Is there a minimum amount for direct deposit?
What is the maximum amount I can load into my Quyana account?
Does QuyanaCARD charge a fee for direct deposits to my card?
Is there a cost to load money into my Quyana account?
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:
- CVS Pharmacy
- Dollar Tree
- Rite Aid
Can I load paper checks to my Quyana Card?
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 firstname.lastname@example.org, 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?
QuyanaCARD Prepaid Mastercard
How do I file a transaction dispute?
How do I access my money?
Where is my card?
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 email@example.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?
What is my QuyanaCARD Account Balance?
How do I see historical transactions I have made using Quyana?
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 firstname.lastname@example.org.
What if I move and I now have a new address? Or how about if I change my email address and phone number?
What information do you need from me to sign up for a Quyana account?
Why do you need my Social Security Number?
Why do you do an ID check on me when I register?
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 email@example.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.