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Customer Service

Most Commonly Asked Questions

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Frequently Asked Questions (FAQ)

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ProPay guarantees that you will receive a response to your e-mail inquiries within 1 business day .

For chargeback or holding of funds questions, please contact the ProPay Risk Management department at .

Electronic communication to ProPay in an e-mail should never include the following:

    • Full Social Security Numbers
    • Credit Card Numbers
    • Card Verification Numbers
    • Your ProPay Prepaid MasterCard® Card Number
    • Your ProPay Prepaid MasterCard® Card Verification Number

ProPay is concerned about the protection of your personal information, as well as the protection of your customer’s personal information.  Furthermore, privacy law and Card Association rules clearly restrict the electronic communication and storage of personal information.

We can still answer any question you might have about a specific transaction by simply providing your name, e-mail address or user ID associated with your Account, and the date, dollar amount, or transaction ID number of the transaction in question.


Customer Service Representatives are available between the hours of 6:30 AM and 7 PM (Mountain Time) Monday through Friday by calling 866-573-0951.

For ProPay's Card Service Line, call 800-365-7816 inside the U.S., or 801-717-2527 outside the U.S., 24 hours a day, seven days a week.

Browser Requirements

To help protect the security of your account information, we require that you use a current browser that supports at least 128-bit encryption. To access ProPay website features, you must enable JavaScript and cookies.

Supported browsers include the following:

  • Internet Explorer (version 9.0 or above)
  • Firefox, most recent version
  • Safari, most recent version
  • Chrome, most recent version
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ProPay, Inc. is a registered ISO of Wells Fargo Bank, N.A., Walnut Creek, CA. The ProPay Prepaid Mastercard is issued by Pathward®, N.A., Member FDIC, pursuant to license by Mastercard International Incorporated. Mastercard and the circles design are registered trademarks of Mastercard International Incorporated.
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