ESL Visa^® Family Card Frequently Asked Questions (FAQ's)

How does the ESL Visa^® Family Card work?

It's a reloadable prepaid Visa debit card, which means you can spend up to the value placed on the card anywhere Visa debit cards are accepted. You can shop in stores, online, over the phone, and by mail order. You can get cash at Visa ATMs worldwide. Each time you make a purchase, the amount of that purchase is automatically deducted from the card.

Are there any fees associated with the Family Card?

Yes. There is a $4.95 charge to purchase the card. Additional fees may apply.

How do I know the balance on my ESL Visa Family Card?

Click here to check your balance or call customer support at 866.901.8090. Since a merchant may not be able to tell how much money is on the card, keeping track of your balance is a sure way to know how much you have to spend.

Where can my ESL Visa Family Card be used?

Your card can be used to make purchases at millions of Visa debit locations worldwide and to obtain cash at any Visa ATM worldwide.

Are there transaction limits?

Purchase transactions are unlimited, up to the balance remaining on your card, as well as the daily limit of $2,500 in purchases per day.

ATM withdrawals are also unlimited, up to the balance remaining on your card, as well as the daily limit of $600 in withdrawals per day.

To learn more about the current limits, please reference your terms and conditions.

Are there reload limits?

For the protection of our cardholders, there are limits to the number of reloads. You cannot reload your ESL Visa Family Card more than four times within a seven day calendar period. To learn more about the current limits, please reference your terms and conditions.

Who can order/use these cards?

The ESL Visa Family Card can be purchased by an ESL member in good standing that is a citizen or resident of the US with a valid social security number. The individual purchasing the card is defined as the primary cardholder. Primary account holders can order online multiple Family Cards for different family members. When purchasing for a young person with no card experience, be sure to go over all of the materials that accompany the card.

Is there an age restriction on the ESL Visa Family Card?

Yes, there is an age restriction on the ESL Visa Family Card. They cannot be purchased for anyone who is less than 13 years old.

Can I purchase an ESL Visa Family Card as a Gift?

No, ESL Visa Family Cards cannot be given as a gift. You purchase the Family Card for your family's general purpose use. You can have multiple Family Cards for different members of your family; however keep track of them in one spot.

How do I get an ESL Visa Family Card?

You can order a personalized ESL Visa Family Card at esl.org or by visiting any ESL Federal Credit Union branches.

Does the cardholder need to sign an agreement?

Each card is distributed with Terms & Conditions. This document explains the terms and conditions regarding the use of the card. The full terms and conditions can also be viewed online. The cardholder accepts the terms and conditions by signing the back of the card, using the card, or receiving the card by request.

How do I activate my ESL Visa Family Card?

Click here to active your Family Card. You can also call the customer support number listed on the back of your card. The number is 866.901.8090.

How do I obtain my PIN?

A system generated PIN will be automatically spoken after your card is activated via the phone. You will be given the opportunity to select a new PIN if you choose. You are also able to change your PIN via the website, however you must obtain your system generated PIN via the phone first.

What happens if I need to return an item?

Each merchant location has its own return policies and will handle the returns in the same manner as any other Visa transaction and may take up to 7 business days to be credited to your Family Card. They may credit your Family Card; provide a cash refund, or a store credit.

What if the purchase is denied?

If a decline occurs, the card's available balance is probably less than the purchase amount. You may inform the merchant of the remaining balance on the card and use another form of payment to pay the difference, subject to the policy of the merchant. Also, please be aware that some merchants - for example, restaurants, car rental agencies, salons, mail-order companies, and cruise lines - preauthorize for an amount slightly higher than your actual transaction to ensure sufficient funds for tips or incidental expenses. This amount is "held" until the transaction settles to your Family Card. Only the amount you sign for will ultimately be deducted from your card. Use of the card at automated fuel dispensers may require that a minimum balance of $74 be available on the card in order to complete the transaction. Again, only the actual amount spent will ultimately be deducted from the card.

Can I use the ESL Visa Family Card to make a purchase that is larger than the balance on the card?

Yes, subject to the ability of the merchant, simply pay a portion of the purchase with the available balance on your Family Card then request to pay the balance of the purchase with cash, check, or a credit/debit card.

Can I reload my ESL Visa Family Card?

Only the parent can add value to your ESL Visa Family Card. The parent can click here, call 800.848.2265, or visit any ESL Federal Credit Union branch. Any applicable fee for reloading will be charged to your funding source, along with the value being added to your card.

You can also have direct deposit set up with your employer and have the funds placed on your ESL Visa Family Card each time you are paid. For more information on loading your family card with direct deposit call customer support at 866.760.3156, click here or visit your local ESL branch.

Why might my initial load or reload be declined?

Possible reasons your initial load or reload might be declined are: the name/address on file with the debit/credit card issuer does not match the primary cardholder profile on the Visa Prepaid Card website, the debit/credit card expiration date or 3 digit code listed on the website is incorrect, or the load limit or other applicable limits have been exceeded. First, verify your funding source information and the total number of reloads performed to date. If this does not resolve the issue, call the toll free number on the back of your card to discuss other limits that may have been exceeded.

Can the card ever have a negative balance?

Any authorization request that is greater than the card's available balance will be declined. However, there can be times when a Visa merchant puts an item through without prior authorization. If an overdraft occurs, the cardholder will be required to reload funds onto the card.

How do I find an ATM when I travel - especially overseas?

Click here or use the ATM locator found at www.visa.com for participating Visa ATMs both domestic and abroad.

What is the exchange rate when I get to another country?

The exchange rate is determined by the rate of exchange on the date of purchase. Using your Card at an ATM can be less expensive than using a currency exchange to get foreign currency.

When I travel, are my receipts in U.S. dollars or the local currency?

Your receipt will reflect the local currency. It is always good to plan ahead and have a general idea of what the local exchange rates are before you travel. This helps you to understand what goods and services are actually costing you.

What happens if my ESL Visa Family Card is lost or stolen?

We provide 24-hour toll-free support. Immediately report any problems or a lost or stolen card by calling 866.901.8090. A replacement card can be issued and any available balance transferred to a new card, less applicable fees that will be deducted from the card's available balance. Replacement cards are generally received in 7-10 business days. Emergency card replacement can also be requested with guaranteed delivery within the next business day, or sooner in some cases. See the Terms & Conditions for fees that apply to lost or stolen cards and emergency card replacement. As long as the lost or stolen card is reported immediately, you will not be responsible for any unauthorized merchant charges.