Q. What is the Flex Xpress
Prepaid Debit Card and how does it work?
A. The Flex Xpress Prepaid Debit Card is a prepaid spending card;
like a prepaid phone card or a store gift card, but can be used
everywhere MasterCard is accepted. The Sponsor enrolls for Flex
Xpress, adds a Cardholder, funds the card and can even setup an
allowance schedule. The Cardholder can use the card to make
purchases and withdraw cash up to the predetermined limits set by
Q. What is the difference between
a Sponsor and a Cardholder?
A. A Sponsor is the individual who requests and funds a Flex
Xpress card for a Cardholder. A Cardholder is the individual to
whom a card is issued. While the minimum age requirement is just
13, there is no maximum age since the Flex Xpress card is perfect
for anyone who wants greater control over managing their funds.
Q. Why would I get the Flex
Xpress card instead of using another individual's debit card or a
A. The Flex Xpress card can be used as a budgeting tool for
spending. With Flex Xpress, the Sponsor and Cardholder decide
together the amount to spend and where to spend it. The Sponsor can
add just that amount of money to the Flex Xpress Card with their
Sandy Spring Debit MasterCard. Both Sponsors and Cardholders can
then monitor the balance and purchases by reviewing the online
account activity history and monthly online statements.
Q. Who can sign up for the Flex
A. Any current Sandy Spring Bank Debit MasterCard client is
eligible to sign up for Flex Xpress. If you're not currently a
client of Sandy Spring Bank, consider opening an account today!
Q. Where can I use my Flex Xpress
A. The card can be used to make purchases anywhere you see the
MasterCard logo. Using a Personal Identification Number (PIN), you
can make purchases and get cash back at any point of sale location.
You can also use your card to withdraw cash at any ATM displaying
the MasterCard®, MAESTRO®, PLUS®, CIRRUS® or ALLPOINT® logos.
Q. Who can use the Flex Xpress
A. The card may only be used by the person whose name is on the
card. The minimum age is 13 years old to have a card and there is
no maximum age.
Q. Whose name appears on the Flex
A. The name of the Cardholder will be embossed on the card.
Q. Can a Sponsor set up
A. Yes. A Sponsor may establish separate accounts for up to five
Cardholders. Each Cardholder will receive his or her unique card
number, Username and Password. Sponsors are able to add money and
monitor each account using a single Username and Password.
Q. Are there any charges
associated with using the Flex Xpress Card?
A. Please review the Disclosure online or
contact us at 800-399-5919.
Getting Started and
Activating the Flex Xpress Card
Q.How are the Flex Xpress card
and PIN received?
A. The card and PIN are sent separately to the cardholder via U.S.
Mail. Once you have received the card and PIN you must activate the
card with the PIN before making purchases. You may also change your
PIN through our automated phone system by calling 800-377-7762 or
at any Sandy Spring Bank Community Office ATM. If you have
forgotten your PIN, a branch representative can assist you with
selecting a new PIN or you may call our Client Service
Center and request a reminder be mailed to the Sponsor.
Q. How can I activate my Flex
A. You will need to perform a PIN based transaction to activate
your card. This can be done through our automated phone system by
calling 800-377-7762, at ANY ATM (fees may apply if you are using a
non-SSB ATM) or by making a Point-of-Sale purchase using your PIN.
You have access to more than 55,000 ATMs bearing the Allpoint logo.
Find one near you
now. When at the ATM, remember to select 'Checking' when making
withdrawals or balance inquiries. If you need assistance activating
your card or changing your PIN, please call our Client Service
Using the Flex Xpress
Q. Can the card ever have a
A. Yes, however only in rare circumstances. Generally the
cardholder's balance is verified at the time of the transaction. In
those cases where the transaction amount exceeds the card's
balance, the transactions will be denied. If you know your
available balance before you make a purchase, you can request to
pay the balance of your purchase with cash.
Occasionally, a merchant processes a purchase without first
verifying the available balance or doesn't verify the full purchase
amount. Examples are restaurants (the authorization doesn't always
include the full tip amount). In those cases, if the purchase
amount is greater than the available balance on the card, the
posting of the transaction will result in a negative balance for
Should an overdraft occur, the overdraft amount would be
deducted from the sponsor's checking account. While this should not
happen very often, it is important that you keep track of your
available balance to help avoid this situation.
Q. Who can check the available balance on
the Flex Xpress Card?
A. Either the Sponsor or the Cardholder have access to verify the
available balance through the Flex Xpress web site. The Cardholder
may verify the balance at any ATM. Remember to select 'Checking'
when conducting ATM withdrawals or balance inquiries.
Q. What is the difference
between authorized and completed ("posted") purchase
A. At the time of your purchase, the merchant sends a request to
us to determine the available balance on your card. This is
referred to as an authorization. Authorizations result in a hold,
which reduces your available balance. A hold remains in effect
until the completed purchase transaction is received from the
A completed purchase transaction is what the merchant has sent
through for posting to your card. Sometimes the final amount of the
completed transaction is different from the initially authorized
amount. For example, the tip may change the amount in restaurants,
or shipping and handling charges may change the final amount of a
mail or internet order. We only post the final amount of the
completed transaction sent by the merchant to your account.
Q. Can a Sponsor restrict use
of Flex Xpress cards?
A. Yes a Sponsor can restrict the use of cards and then reactivate
them as well. A Sponsor can also adjust the ATM limits.
Q. Can I guard my Cardholder
from using their card for questionable purchases - especially
A. When enrolling your Cardholder you can select the option to be
notified by e-mail whenever the card is used at questionable
merchants. A questionable merchant is one who MAY sell products and
services that are inappropriate for younger users (e.g. travel
purchases, gambling). You should set the limits on what and where
the card may be used. Be sure to communicate your desires clearly
to your Cardholder. It is then up to you to address any issues
related to the use of the card.
In addition to the e-mail notification option, you will be able
to monitor spending online by reviewing the available balance,
current card activity or prior months' statements. If at any time
you wish to close the Flex Xpress account, please contact us at
Q. Does a minimum balance need
to be maintained on the Flex Xpress card?
A. No minimum balance is required.
Q. Is there a limit to the amount
of money added to my Flex Xpress card?
A. Yes, the card may have a maximum balance of $1,000.
Login Security - Advanced
Q. What is Advanced Login
A. Advanced login authentication is an added layer of protection
when accessing your accounts online. It has the purpose of ensuring
that individuals logging into the site are authorized and are who
they say they are.
Q. What happens if my phone
numbers are not on my Sandy Spring Bank Debit
A. Phone numbers are they key to making this new layer of security
work. Because the advanced login authentication depends on a phone
call or text message, without valid phone number(s) on record, you
will not be able to complete your login.
Q. If my login initiates
advanced login, what do I have to do?
A. If the system does not recognize the device you are logging in
from the advanced authentication is activated. You are asked how
you want to be contacted and you select among the phone numbers you
have provided or you can elect to receive a text message on your
mobile phone. A one-time security code will be displayed on your
screen and then you receive the phone call or text message, just
follow the instructions to enter the code to complete your
Q. What if the phone number is
not listed and I cannot login?
A. If your phone number is not listed, we do not have an accurate
record of contact for you and cannot validate your identity. Please
call our Client Service Center at 800-399-5919 for assistance.
Q. I chose to have the security
code sent to my mobile phone and I never got the text. What should
A. More than likely the mobile number on our system does not match
your mobile number. Please call our Client Service Center at
800-399-5919 for assistance.
Q. I tried to login and I got a
message saying it was unsuccessful and that I should contact the
Client Service Center. What is going on?
A. This message indicates that during your login attempt, our
system found indications of fraud. This may mean there is malware
on your device. Please call our Client Service Center at
800-399-5919 for assistance.
Q. Can I skip the Advanced
A. Advanced login authentication is now the Sandy Spring Bank
minimum level of security and cannot be skipped. To protect your
finances and information to the greatest extent possible, it is
important to consistently strengthen the protections on our online
Lost, Stolen or Damaged
Q. What should I do if my Flex
Xpress card is lost, stolen or damaged?
A. You should immediately contact our Client Service Center at
800-399-5919 in the event your card is lost or stolen. Sponsors are
able to report a card lost or stolen right online and request a
replacement card all in one easy screen. If your card is damaged
please call us for a replacement. Fees may apply.
© 2013 MasterCard. MasterCard, Debit MasterCard and the
MasterCard brand marks are trademarks of MasterCard International