Frequently Asked Questions


Employee Questions and Answers For Payroll Card Users


Q: How do I activate my Card?

A: Call 1-877-688-6729 and follow the instructions.

Q: How does the NuvoPay Payroll card work?

A: Once your card is activated, your employer will remit value to your card account representing pay due to you. You can use your card to make purchases anywhere this Visa® card is accepted – at over 22 million merchants worldwide – or withdraw cash from ATM's displaying the Visa® logo (or CIRRUS logos for some cards). Balance and transaction details are available to you electronically or through an 800 number listed below, or optionally through a mailed statement. If you have questions about the card or its use, go to www.NuvoPay.com or call 1-877-688-6729.

Q: Who has access to my card information?

A: The card and funds are in your name and the information is held in confidence for your access through use of your PIN or password. Your employer only remits money to your card. Your employer has no responsibility for the card, or for your use of the card. You may continue to keep and use your NuvoPay Payroll card after your relationship with your employer has ended. However, you must provide your new employer with your bank routing and account number to begin direct deposit of pay at your new employer. Get these numbers from your present employer before you leave.

Q: How do I get funds placed on the card?

A: Once you activate your card, your employer will load your payroll funds to your card account instead of issuing you a check. Some cards may be able to add cash. Ask your provider.

Q: What do I do if the card is declined?

A: This means that the amount authorized by the merchant is more than the remaining card balance plus any associated fee.

Q: Can I use my NuvoPay Payroll card for automatic recurring payments?

A: Yes. But, recurring payments can be a problem and result in service being discontinued if a payment is declined due to insufficient funds on the card.

Q: Is the NuvoPay Payroll card a credit card?

A: No, the NuvoPay Payroll card is a pre-funded card. However, when used for purchases at a merchant it requires your signature. Merchants with the INTERLINK symbol will allow you to purchase using your 4-digit PIN number like a debit card. Also, you can use your NuvoPay Payroll card at ATMs with the VISA® (or CIRRUS logo for some cards).

Q: How can I check the balance on my card?

A: You can check your balance on-line at www.NuvoPay.com or call 1-877-688-6729. You will be asked for your 13-digit card number and your password to access your card information both on-line and at the 800 number.

Q: What should I do if my NuvoPay Payroll card is lost or stolen?

A: Immediately notify the issuer by calling toll free 1-877-688-6729. Customer service representatives to handle this occurrence are available 24 hours a day, 7 days a week.

Q: Can I use my card to pay bills?

A: Yes. Many merchants will accept this card over the phone or on the internet or in person to pay your bills. It is accepted by many telephone, cable, utilities, cell phone and many other merchants for recurring payments.

Q: Can I load additional funds to the card?

A: Funds are loaded through your employer through direct deposit of payroll into the card account. Some cards may allow cash to be added or to transfer funds from bank accounts. Check with your provider to see if this option is available.

Q: If the purchase is for more than my balance in the card, can I pay the difference?

A: Yes, you can pay the difference between the purchase price and the remaining value of the NuvoPay Payroll card if the merchant will allow this type of transaction.

Q: Can I use my card to get cash from ATMs?

A: Yes. By using your PIN number, you can get cash from ATM's anywhere you see a VISA® (or CIRRUS for some cards) symbol displayed on the ATM. The amount you can withdraw at one time is governed by the ATM owner and may vary. Typically there will be a charge by the ATM owner for using this ATM.

Q: Can I get Cash Back with purchases?

A: Yes, major brand grocers, drug stores, oil companies and many other merchants who are members of Interlink provide this service. You must use your 4-digit PIN number, the same number you use for ATM access.

Q: Do I need a PIN number to use my card?

A: No. You can use your card anywhere and sign the receipt just like a Visa® credit card transaction. However, you will need your PIN for ATM transactions and you can use your PIN with INTERLINK merchants for purchase transactions.

Q: Can I use my NuvoPay Payroll card at "pay at the pump" gasoline stations?

A: Yes, but be aware of the process used at pay-at-the pump. The card terminal in the “pay at the pump” stations automatically checks with the Bank to see if your NuvoPay Payroll card has enough money left to pay for an “average purchase of gas” which varies among merchants but will be at least $40. If your NuvoPay Payroll card does not have enough money to pay for this amount, your attempt to pay at the pump will be declined. The average gas purchase amount changes just as retail gas prices change. If this occurs, we suggest you go inside and ask the cashier to authorize an amount that is within the remaining balance of your card.

Q: Are there any other merchants where a transaction may be authorized for a large amount?

A: Yes. Restaurants, auto rental, hotels, cruise lines and other merchants may authorize an amount that is anticipated. If this is more than your balance it will result in a decline. Also, the amount authorized will restrict those funds from use until the merchant presents the transaction for payment.

The Visa® NuvoPay Payroll Card



NuvoPay Card Services
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The Visa Payroll Card is issued by First Gulf Bank, NA pursuant to a license from Visa U.S.A Inc