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Frequently Asked Questions

+ How do I get a MyVanilla Prepaid Visa Card?

Successfully complete the simple online form or call 1-855-686-9513 and your Card will arrive in approximately 7-10 business days! There’s NO CREDIT CHECK and no upfront fees. To receive your Card, you will be required to provide your name, street address, date of birth and other information that will allow us to identify you. We must collect this information in accordance with The USA PATRIOT Act*, a Federal law that requires all financial institutions to obtain, verify and record information that identifies each person who opens an account.

*IMPORTANT INFORMATION ABOUT PROCEDURES FOR OPENING A NEW CARD ACCOUNT: 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.

+ How long does it take to receive the MyVanilla Card in the mail?

You should receive your Card approximately 7 to 10 business days after you successfully enroll. If you do not receive your Card within 10 business days, call Customer Care at 1-855-686-9513.

+ What do I do when I receive my Card in the mail?

When your Card arrives, simply call to activate or go online and create your account. Follow the printed activation instructions that arrive with your Card.

+ How does the MyVanilla Card differ from a credit card or bank debit card?

MyVanilla Cards are prepaid cards and you spend only the amount of funds placed on your Card. No additional bank account needed, no credit checks. It works similar to a debit card and can be used at ATMs, retail stores and online worldwide. You are in control of your spending. It also helps protect against identity theft and fraud because it is not linked to a bank account.

+ How does the MyVanilla Card protect my identity and money from theft?

First of all, the money on your MyVanilla Card is not linked to your savings or checking accounts or any of your other accounts. If you lose your Card please report it lost or stolen immediately to Customer Care to protect your balance. Please refer to the Cardholder Agreement for additional details. Lastly, your monthly statements are online and not mailed to your home, protecting your personal name, address and account information from mail fraud – one of the fastest growing and quickest ways for thieves to steal your identity.

+ I currently have a Vanilla Gift Card, which can only be loaded once. How can I get a personalized MyVanilla Card?

It’s very simple. Go online or call 1-855-686-9513 and successfully "enroll"(provide some basic personal information) and you’ll be able to receive the MyVanilla Card which is a personalized card that includes your name embossed on the front of the Card. This Card can expand your purchasing opportunities and can be used at over 1 million ATMs and retailers worldwide, and online - everywhere Visa debit cards are accepted. It will take approximately 7-10 business days to receive your MyVanilla Card by mail.

+ Where can I use my MyVanilla Card?

The MyVanilla Card can be used at over 1 million ATMs and millions of retail stores worldwide, online or over the phone. The MyVanilla Prepaid Visa Card can be used everywhere Visa debit cards are accepted. Use your MyVanilla Card to purchase groceries, gas, music or books online, rent a car, or anything you would like. Be sure to check your balance frequently online or call Customer Care.

To save both time and money, when you use your MyVanilla Card at retailers, choose the cash back option – no need to make a separate trip to an ATM to get cash.

+ What are the fees for using my MyVanilla Card?

The MyVanilla Card is one of the most affordable reloadable cards available with a simple to understand fee structure. There is NO monthly fee and the retail load fee is $3.95 – other fees apply so refer to the Cardholder Agreement for the most up to date schedule of fees.

+ Can I request a second card to share with a family member?

We will be adding this feature shortly – but at this time each cardholder will need to apply for a card individually

+ How and where do I load cash onto my MyVanilla Card?

There are two primary ways to load funds onto your MyVanilla Card: 1) Direct Deposit (direct deposit all or part of your paycheck, social security, even your tax return refund right onto your MyVanilla Card); 2) At any Vanilla Reload Network retailer; just bring your Card and the amount you want to load onto your Card - it’s easy! Visit vanillareload.com for more details and to find a reload location near you.

+ What are the ATM withdrawal and load limits on the MyVanilla Card?

You can load a maximum of $500.00 per day onto your Card, and there is a $2,500.00 total maximum deposit limit per day from all deposit sources (loads and ACH direct deposits). The daily ATM withdrawal limit is $400.00. Please review the online Cardholder Agreement for the most up–to–date information about your MyVanilla Card.

+ How am I protected if I lose my Card?

You should sign the back of your Card upon receipt for your protection. Report a lost or stolen card immediately by calling Customer Care at 1-855-686-9513. Please refer to the Cardholder Agreement provided with your Card for additional details.

+ Are the funds on my Card insured?

Yes, deposits to your MyVanilla Card are FDIC insured through The Bancorp Bank; Member FDIC. In addition, each account is protected by the Visa Zero-Liability Policy* for unauthorized transactions.

* The Visa Zero Liability policy covers U.S.–issued cards only and does not apply to ATM transactions, PIN transactions not processed by Visa, or certain commercial card transactions. Cardholder must notify issuer promptly of any unauthorized use. Consult issuer for additional details or visit www.visa.com/security.

+ How do I change my account information or personal PIN number?

You can login online and make these changes under My Profile or call Customer Care at 1-855-686-9513.

+ What if I forgot my PIN?

If you forget your PIN call Customer Care. Be prepared to provide your personal account information.

+ What should I do if my Card is lost or stolen?

Immediately contact Customer Care. A representative can assist you by moving any unused balance to a replacement card. Immediately contacting Customer Care can eliminate or reduce losses.

+ Can I share money from one MyVanilla card to another?

We will be adding the ability to transfer money from your MyVanilla Card to another MyVanilla Card shortly – stay tuned.

+ Can I let anyone use my MyVanilla Card?

Since the MyVanilla Card is both PIN and signature protected, it is strongly recommended that only authorized users be allowed to use your Card. The cardholder is responsible for any transactions made by someone other than themselves if they authorize use by another person.

+ How can I check my balance, review transactions or download statements?

You can check your account history by either logging into your online account or by calling the Customer Care automated attendant. Unlike other cards, we have our own proprietary technology, and when you make a transaction it is posted to your online account within minutes. Simply login to your account and you can review your transactions, check your balance, or review and/or print monthly statements

+ Can I return merchandise purchased with my Card?

Yes, all online and store purchases can be returned in accordance with the retailer’s return policy. Any refunds or credits will be credited back to your MyVanilla Card account. Please note that it may take up to 30 business days for the merchant to send a return credit to your Card. You will not be charged a transaction fee for credits.

+ What if I don’t have enough money in my account, can I make a purchase?

No, since your Card is prepaid, you can only spend the available balance on your Card. However, sometimes a merchant will make a mistake and approve a transaction even though your account did not have the funds to cover the full amount of the transaction. Should this occur, the primary cardholder will be responsible for the transaction, and will be charged applicable fee(s). Please see your Cardholder Agreement for additional information.

+ What if I disagree with a transaction that has posted to my account?

You can call Customer Care and a representative will assist you. We have award winning customer service and we pride ourselves in putting the customer first!

+ When will my Mio card be replaced by a MyVanilla MasterCard?

When your existing Mio card expires, it will be upgraded to a MyVanilla MasterCard and you will receive your new MyVanilla MasterCard in the mail.

+ My Mio card recently expired. Why did I receive another Mio card and not a MyVanilla MasterCard?

Some Mio cards expired before the MyVanilla MasterCard upgrade was available. If you received a new Mio card, please continue to use it. When your new Mio card expires, the upgrade will be available and you will receive your new MyVanilla MasterCard in the mail.

+ As a Mio cardholder, will my direct deposit automatically transfer to my new MyVanilla MasterCard?

Yes, your re-occurring value loads (such as direct deposit loads) will automatically transfer to your new MyVanilla MasterCard.

+ As a Mio cardholder, will my available card balance automatically transfer to my new MyVanilla MasterCard?

Yes, your available card balance will automatically transfer from your Mio card to your new MyVanilla MasterCard.

Contact Us

If you have questions about your MyVanilla Card or account or need to report a lost or stolen Card, please contact a Customer Care representative at 1-855-686-9513.

Or write to:
MyVanilla Customer Care
PO Box 826
Fortson, GA 31808

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