General Questions

 

Getting Started and Activating the Flex Xpress Card

 

Using the Flex Xpress Card

 

Login Security - Advanced Login Authentication

 

Lost, Stolen or Damaged Cards


General Questions

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 the Sponsor.

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.

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Q. Why would I get the Flex Xpress card instead of using another individual's debit card or a credit card?
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 Xpress card?
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 card?
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 card?
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.


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Q. Whose name appears on the Flex Xpress card?
A. The name of the Cardholder will be embossed on the card.

Q. Can a Sponsor set up additional Cardholders?
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.

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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 Xpress card?
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 Center.

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Using the Flex Xpress Card

Q. Can the card ever have a negative balance?
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 the Cardholder.

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.


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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 transactions?
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 merchant.
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.

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Q. Can I guard my Cardholder from using their card for questionable purchases - especially online?
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 800-399-5919.

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.

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Login Security - Advanced Login Authentication

Q. What is Advanced Login Authentication?
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 MasterCard?
A. Phone numbers are the 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 login.

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 I do?
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 Login Authentication?
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 banking systems.

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Lost, Stolen or Damaged Cards

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 Incorporated.

 

 

 

 

 

 

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