Hi there, how can we help you?
Frequently Asked Questions
- Getting Started with Wisely Direct
- Adding Money to Wisely Direct
- Using Your Wisely Direct Card
- Wisely Direct Card Help
- Receiving and Sending Money with Wisely Direct
- Wisely Direct Fees
- Wisely Direct Disputes
- Wisely Direct Travel Notices
- Using my Wisely Direct Card to Pay Bills
- Adding my Wisely Direct Card to Apple Pay®, Samsung Pay® or Google Pay™
- Wisely Direct Savings Envelope
Getting Started with Wisely® Direct
How long will it take to get my personalized card in the mail?
You should receive your card in the mail 7-10 business days after enrollment. If you don’t, give us a ring at 1-866-313-9029.
How do I activate my card?
To activate your card, visit https://www.activatewisely.com or call 1-866-313-9029. You will need to choose a PIN (Personal Identification Number) when you activate your card.
How do I receive my pay directly onto my card?2
It’s easy. Visit your employer portal and click on the Direct Deposit tile to follow instructions. Don’t have access to an employer portal? Simply contact your employer’s HR representative to enroll for direct deposit and provide your Wisely Direct card’s routing and account numbers. Ask him or her to send your pay to your Wisely Direct card.
You can get the routing and account number for your Wisely Direct card by downloading the myWisely mobile app3 or logging into myWisely.com. Go to your account settings, then tap or click “Account Numbers.”
Where can I get the myWisely® app?
Right here. Access your card account anywhere, anytime. You can check your balance, view transaction history, find nearby ATMs, see spending trends and set aside savings.
Adding Money to Wisely® Direct
How do I add cash to my card?
You have a couple of options.13
Reload at the Register. You can add cash ($20-$500) on your Wisely card at almost every major retailer near you using Reload @the Register™ for a flat fee of $5.95 (subject to card and balance limits), in addition to the amount you wish to load onto your Wisely® card.11, 13 CVS, Dollar General, Rite-Aid, 7-Eleven, Walgreens, Walmart, and many more. Over 70,000 locations nationwide! Just hand your cash to the cashier. They will swipe your card and the money will automatically load onto your card.
Western Union. You can visit any Western Union location in the U.S. to add cash to your card (third-party load fees may apply).8 Log into your cardholder account at myWisely.com for more information on how to add cash.
Additional Retail Locations. You may load $20-$500 in cash on your Wisely card at over 70,000 retail locations nationwide using MoneyPak® for a flat rate of $5.95 (subject to card and balance limits), in addition to the amount you wish to load onto your Wisely card. Retailers include CVS, Dollar General, Rite-Aid, 7-Eleven, Walgreens, and Walmart. You should confirm your access to this feature before attempting to load cash to your card.11 Learn more about how to reload your card with cash at moneypak.com.
Can I transfer funds to my bank account or another card?
1. Register or log into the free myWisely® mobile app7 or myWisely.com.
2. Tap or click the transfer arrows in the upper right corner.
3. Enter your routing number and account number of the receiving bank or card to complete the transfer.
Please note: it may take 3 business days to enroll and validate an account at another financial institution. And once an account is validated, it may take up to 3 business days to complete each transfer.
How do I find my Wisely account and routing information?
You can get the routing and account number for your Wisely® Direct card by downloading the myWisely mobile app7 or logging into myWisely.com. Go to your account settings, then tap or click “Account Numbers.”
How do I deposit a check with my mobile device?
You can deposit a check with Ingo® Money8 by snapping a photo and following the prompts in our myWisely mobile app7. Approval times vary depending on the type of check and approval from Ingo® Money8.
What are the card load limits?
The maximum load limits to your Wisely® card via Western Union, Ingo®, Reload @ the Register™ or MoneyPak® are currently as follows:
|Reload Through Western Union||$1,500/day
|Reload Through Reload @ the Register™ or MoneyPak®||$1,500/day or 4 loads
$3,500/week or 7 loads$5,000/month or 20 loads
|Ingo Per Check Deposit Limit||$1,500.00|
|Ingo Monthly Check Deposit Limit||$5,000.00|
ADP may increase or decrease these limits from time to time at its discretion and without notice to you.
Can I add money from other sources?13
Yes. If you pass a validation process, the primary cardholder can direct deposit income from second jobs, your tax refund or other government benefits onto your Wisely Direct card.2 Enter your account and routing numbers into the applicable direct deposit form or hand it to the HR person responsible for your pay. To retrieve these numbers, register or log into the myWisely mobile app7 or at myWisely.com and visit your account settings, then tap or click “Account Numbers.”
Using Your Wisely® Direct Card
How do I make purchases with my card?
You can use your Wisely® Direct card on the phone, online, or in any store that accepts Debit Mastercard®. You can also add your Wisely® Direct card to your mobile wallet. Pay with a single touch anywhere Apple Pay®, Samsung Pay® or Google Pay™ is accepted.
Is there a fee to make internet purchases with my card?
There is no fee to make Internet purchases with your Wisely® card.
How can I get cash using my card?
You’ve got a few options.
ATMs. You can get cash at millions of ATMs worldwide. There are also 40,000 surcharge free ATMs nationwide where you can get cash with your Wisely® Direct card. Click here or log into myWisely® to find in-network, surcharge-free ATMs in your area.5
Banks. You can go to any participating bank and withdraw all of your money to the penny. Inform the teller you wish to do an over-the-counter transaction, and tell them the amount you would like to withdraw. You may be asked to show your ID. Find participating banks here.
Can my card be used to make debit or credit transactions?
Your Wisely® card can be used to make either a debit or credit transaction. Debit transactions will require a personal identification number (PIN) and are best used when you want cash back from a merchant. These transactions do not incur a fee. Credit transactions do not require a PIN and do not incur a fee.6
How do I use my card to pay for recurring monthly payments (such as mobile phone)?
Contact your biller/retailer for their direct bill payment options to see if they accept card payments.4 If they do, enter in your card information into the recurring billing payments form.
Can I request a card for a spouse or family member?
Of course! Primary cardholders will be able to transfer funds to and from secondary cardholders. You and all secondary cardholders may be required to pass an additional validation process. Each person has full and immediate access to the funds on their individual card. But please note that secondary cards cannot be used internationally. To order another card, log into your account at myWisely.com or the myWisely® mobile app.7 Click or tap the menu button in the upper right corner and scroll to the button at the bottom of this menu to order another card. Follow the screen instructions from there.
How do I check my balance and view transaction history without a fee?
myWisely.com or the myWisely® mobile app7 allows you to check your balance, view transaction history, find nearby ATMs, see spending trends, and much more. You can access your card account online or from your phone, anytime, anywhere, with myWisely®. You can also set up email and text alerts, including low balance notifications at whatever amount you decide.7
What are pending transactions?
This is the amount of money that has been set aside for purchases made with your card, but has not yet been collected by the merchant.
What is a pre-authorization hold?
Certain purchases (hotels, restaurants, car rentals, gas stations, etc.) require pre-authorization and may temporarily hold money from your card balance that would be greater than the actual purchase amount once the purchase is processed. The money will be released, and your balance will be adjusted. Availability of the pre-authorized money could take up to several days to be released into your card balance.
Gas Stations. When using your card at gas stations, it is best to prepay for the exact amount at the cashier. If you pay at the pump, a hold of up to $100 or more may be placed on your card. This hold may last up to 5 days. (Hold times may vary depending on the merchant.)
Restaurants. Restaurants may automatically add up to 25% or more to your bill to cover a tip. If you do not have a sufficient balance on your card to cover the amount, the transaction will be declined.
Hotels. Hotels may place a hold on your account for your room reservation. It is typically released upon checkout but may last up to a couple of weeks.
Why does the pre-authorization hold times differ?
Some merchants may require different authorization hold times. The above information is a reference and not a guarantee of hold length.
What transactions are not allowed on the card?
You cannot use the Wisely® card for unlawful Internet gambling or any illegal transaction.
Does Wisely® offer EMV chip cards?
We have released EMV (chip) cards to our members! All new and reissued cards now come with the EMV chip. If you have an older card without the EMV chip, contact us at 1-866-313-9029 and we will be happy to send you a new one.
Can I use my Wisely® card outside of the U.S?
You can use your Wisely® Direct card anywhere MasterCard is accepted. Be aware that our fee-free ATM network only covers ATMs within the United States. Your card is charged an ATM fee when you use an international ATM. Please refer to the Wisely® Direct List of All Fees for applicable usage fees.
Wisely® Direct Card Help
What if my card is lost, stolen, or used without my permission?
Don’t worry! Your card balance is FDIC insured and you are not liable for unauthorized purchases.9 If your card is lost or stolen, be sure to lock your card using the myWisely® app. You can instantly lock your card so it cannot be used. Log into the myWisely® app and go to account settings, then open card settings to use this feature. If you find your card, you can instantly unlock it and resume using it. But report a lost, stolen, or damaged card to our call center immediately by calling 1-866-313-9029. We will cancel your card and transfer the funds to a new card that will be sent to you.
How much does it cost to replace a lost, stolen or damaged card?
We understand your card can be lost, stolen or damaged and that’s why we will grant one (1) free card replacement for a lost/stolen primary or secondary card per calendar year. Each additional card replacement for a lost/stolen primary or secondary card per calendar year will incur a fee.
What happens if my card is expiring or expired?
No worries. Your new card will come in the mail! We’ll send an updated card your way as the expiration date on your card gets closer. If you don’t receive the new card before your current one expires, please contact us at 1-866-313-9029.
How can I change my PIN number?
If you would like to change your pin, you can log into the myWisely® app and tap card settings to enter a new PIN.
How do I change or update my personal information?
You can update your email, street address, and phone number directly from the myWisely® app or myWisely.com.
To change your personal information on the myWisely® mobile app or myWisely.com:
1. Go to Account Settings.
2. Tap the Profile Info button.
3. Make your changes.
What if I forgot my User ID or Password?
You may request your username and password here or on the myWisely® app.
What if I forgot my PIN?
If you forget your PIN or would like to change it, you can do so by calling Cardholder Services, using the phone number on the back of your card.
Can you tell me more about additional fraud protection?
Transactions that qualify are protected by the Mastercard Zero Liability Policy.9 The Zero Liability Policy provides protection from unauthorized purchases. Other restrictions may apply. You may also have other protections under applicable law, such as Federal Regulation E, which implements the Electronic Funds Transfer Act. Please refer to the Cardholder Agreement you received when you enrolled for the Wisely® Direct card. You can view the Cardholder Agreement on the myWisely®️ app7 or at myWisely.com. With Wisely® Direct, cardholders have additional fraud protection. Transactions made outside of the cardholder’s residential state and adjoining states may be declined unless the cardholder calls cardholder services and requests to temporarily allow transactions in the additional area(s).
Receiving and Sending Money with Wisely® Direct
Can I send money to family and friends?
Absolutely. You can link your card to all your favorite peer to peer apps like Venmo®, Masterpass® and Zelle®.4, 13
Got a friend that is in a bind? You can also visit a retailer near you and use MoneyPak® to send money to friends and family. Just follow these steps:
1. Grab a MoneyPak from the prepaid card rack at the register.
2. Hand your cash and the MoneyPak card to the cashier. A flat fee of $5.95 will apply.
3. Next, scratch off the unique MoneyPak number on the back of the card and give the number to your friend.
4. Ask your friend to sign up at moneypak.com and follow the step by step instructions to add money to his or her eligible card. Participating retailers include 7-11, CVS, Dollar General, Rite-Aid, Walgreens, Walmart, and many more. You can send anywhere from $20 to $500.11 To learn more and find a location near you, visit moneypak.com.
Can I take this card with me if I change jobs?
Absolutely! You can use the Wisely® Direct card to direct deposit money from multiple sources including second jobs regardless of your employer.13
Wisely® Direct Fees
Are there fees for using my card?
There are no overdraft fees because we will not allow you to overdraw your card.3 There are no minimum balance fees. There are no monthly fees or annual fees. There are, however, inactivity fees of $4.00 assessed on a monthly basis after 90 days of inactivity. Keep in mind there are also charges for using certain features on your Wisely® Direct card. Please log into your Wisely® account and refer to the Wisely® Direct List of All Fees for applicable usage fees.
Wisely® Direct Disputes
What do I do if I have a question or think there is an error with a transaction on my card?
If you have a question about your account, contact Wisely® Member Services at 1-866-313-9029. They will be able to provide assistance.
How do I dispute a transaction?
If you notice unauthorized charges on your account, contact Wisely® Member Services at 1-866-313-9029. They will be able to review the account transaction history and provide assistance.
How long does a transaction dispute take to resolve?
An average transaction dispute will be resolved within days. (Please refer to your card agreement)
Will Wisely® freeze my funds while a dispute is being resolved?
Wisely® does not freeze funds while investigating disputes. If you recognize unauthorized activity on your account, we recommend you have a new card issued. When a new card is requested, the current card will become invalid, and it may take up to 10 business days to receive a new card. Expedited card delivery is available for an additional fee.
We know that customers having access to their money is extremely important and we strive to resolve customer issues quickly. Customers should include all relevant details when submitting a claim to help speed up the process.
How do I reach the Wisely® support team?
If you need to speak with Wisely® Member Services or contact us with questions, concerns, or issues, you can reach us at 1-866-313-9029.
We’re open 24/7:
Log in to your account at mywisely.com or in the myWisely® app.7
NOTE: The myWisely® mobile app is only available on devices using the following versions:
iPhone (iOS 10.0 or later)
Android (5.0 and up) devices
Wisely® Direct Travel Notices
To help protect you against fraud, we’ve added travel notices for enhanced security. Your Wisely® card will work in your home state and any bordering state upon activation. However, if you travel beyond your area, login to your myWisely® app or myWisely.com, open card settings, and add a travel notice in order to avoid declines on your card.
Additional verification is required to use this feature internationally.
What is a travel notice?
A travel notice allows you to use your Wisely® Direct card while traveling outside of your home state and bordering state(s).
What happens if I forget to set a travel notice?
Your card may be declined if you travel outside of your home state and bordering state(s).
How long will it take me to set a travel notice?
It takes only seconds to select a travel notice and help protect yourself against fraud.
How long does it take for a travel notice to take effect?
A travel notice becomes effective immediately upon saving changes.
How do travel notices help protect me from fraud?
It reduces the opportunity for out of state and international fraud, providing you more protection.
Is a fee charged if my card is declined?
There is not a fee if your card is declined when attempting to purchase.1
What do I do if I misplace or lose my card while traveling?
You can instantly lock your card on the myWisely® app so it cannot be used. If you find your card, you can instantly unlock it and resume using it. If you cannot find your card, please contact cardholder services at 1-866-313-9029 and order a replacement card.
Why would I want to lock or unlock my card?
Your card cannot be used while it is locked, adding an additional level of security. You can lock or unlock your card by logging into the myWisely® app or visiting myWisely.com.
Using my Wisely® Direct card to pay bills
Can I use my card to pay bills?8
Yes, you can use your card to pay billers who accept Mastercard debit cards directly, without a fee from the card issuer. Contact your biller for their direct bill payment options as third party fees may apply.
How do I use the bill pay feature on myWisely®?
You will also be able to use the services of a third-party bill pay provider by logging into your account on the free myWisely®7 mobile app or at myWisely.com. Click on the arrows in the top right corner and select “pay a bill”. You will be redirected to Plastiq.com, a third party website. Sign up for a free Plastiq account and add your Wisely® card to pay bills online. Please refer to the separate terms & conditions and fees pertinent to the bill payment service provider.
Adding my Wisely® Direct card to Apple Pay®, Samsung Pay® or Google Pay™
Can I add my Wisely® Card to Apple Pay®/ Samsung Pay®/ Google Pay™?
Wisely® cards can be added to mobile wallets for use at participating stores, online and on apps that accept Apple Pay®, Samsung Pay®, and Google Pay™.
How do I add my Wisely® Card to Apple Pay®/ Samsung Pay®/ Google Pay™?
Learn more about adding your card to ApplePay®
Learn more about adding your card to Samsung Pay®
Learn more about adding your card to Google Pay™
You must go through an authentication process after requesting that your card be added to your mobile wallet. Please call 866-360-3742 to enable your card after adding it to your mobile wallet. It may take up to 3 business days to be fully enabled, you cannot use this feature until it is fully enabled.
How can I use my Wisely® Card once it has been added to Apple Pay®/ Samsung Pay®/ Google Pay™?
It’s easy to use your mobile wallet at any retailer that accepts mobile payments. Just open your digital wallet, select your Wisely® card, authenticate with passcode, face ID, or fingerprint ID, and hold the top of your mobile device within a few centimeters of the contactless reader until you see Done.
Can I use multiple devices for Apple Pay®/ Samsung Pay®/ Google Pay™ with my Wisely® Card?
Yes, you can add your Wisely® card to multiple mobile wallets on multiple mobile devices.
If I have a secondary card for my spouse, can they also enroll in Apple Pay®/ Samsung Pay®/ Google Pay™?
Yes, they can add their Wisely® card to their mobile wallet.
Wisely® Direct Savings Envelope
How can I add funds to my Savings Envelope and start saving money?
It’s easy! Register or log into the myWisely® mobile app7 or at myWisely.com. Tap or click “Future,” tap or click “add money” and type in the amount that you would like to save. Funds moved to your envelope will no longer be in your available balance, but you can always move them back! myWisely® will even discover opportunities for you to rollover extra cash into your savings envelope.12
As a secondary cardholder, can I set up my Savings Envelope?
No, only primary cardholders are eligible to use the Savings Envelope in the myWisely® app. If you have a secondary card, you will not be able to access this feature.
Is there a fee to set up my Savings Envelope?
No, there is no fee to start saving with your Savings Envelope in the myWisely® app
Is there a limit to how much can be added to my Savings Envelope?
No, there is no limit as your Savings Envelope is limited to the total limit of your Wisely® account. See your cardholder agreement for more details.