FAQs

Are there fees associated with using Mobile Check Capture by Ingo ® Money feature?

If you select Money in Minutes, money from your check can be available within minutes for a fee of 1% on payroll or government checks with preprinted signatures or 5% on other checks. A $5 minimum fee applies to all Money in Minutes transactions and there is a $20 check minimum. See the applicable Agreement at serve.com/legal for more detail.

If you select Money in Days, money from your check can be available in 10 days with no fee, if the check is not returned unpaid within the 10-day period. If your check is returned unpaid within the 10-day period, money will not be added into your account.

When will my check funds added by Mobile Check Capture be available?

If you choose Money in Minutes your money is generally available within 3-5 minutes but can take up to one hour. There is a fee for this.

If you choose Money in Days, your money will be available 10 days from the time you submit your check, provided your check is approved and it is not returned unpaid within the 10-day period.

What should I do with the check once I am done?

If you selected Money in Minutes and your check is approved, you will then be prompted to write “VOID” on the front of your check and submit an additional picture. Do not write “VOID” until you are prompted in the app.

If you selected Money in Days, you will not be prompted to write “VOID” on the check and submit an additional picture. Once your funds have cleared, you can dispose of the check as you see fit. 

Why is my personal information required to use Mobile Check Capture? What information is shared?

In order to use Mobile Check Capture, Ingo Money Inc. and the national bank identified in the Terms and Conditions, requires your personal information to provide you access to their services, for example, to identify you, to process transactions, and to provide and improve their services to you.

• For Serve^® Bank Account and Serve^® Pay As You Go Visa^® Prepaid Card, Pathward will share your personal information, including SSN, and date of birth, and information regarding your Serve account with Ingo Money Inc. and the national bank identified in the Terms and Conditions to help service your Mobile Check Capture request.

• For Serve^® American Express^® Prepaid Debit Accounts, American Express will share your personal information, including SSN, and date of birth, and information regarding your Serve account with Ingo Money Inc. and the national bank identified in the Terms and Conditions to help service your Mobile Check Capture request.

For more information, please refer to the Ingo Money and bank’s Privacy Policy.

Why was my check declined?

All checks submitted by Mobile Check Capture are subject to Ingo Money’s review for approval. Ingo Money may be unable to approve a check and cannot always tell you exactly why a check is declined; however, below are some examples of reasons a check may be declined:

• The check was not written to you, as your name appears on your Serve account.

• The check was not endorsed.

• The amount of the check is more than $5,000.

• The amount of the check will cause you to exceed the applicable limits.

• One or both of the check images are illegible. Please refer above to our tips for how to take a good image of your check. 

• The check is not an acceptable check type. Please refer above to our list of generally accepted check types.

• A properly voided image of the check was not received. If you have issues with submitting your voided check image, please call Ingo Money Customer Service at (229) 276-3990 for assistance. 

• The check was written from a closed or compromised account.

 If your check is declined, you will be notified in the Serve app and by the primary email associated with your Serve account. Money will not be added to your Serve account and no fee will be assessed.

How do I take a good image of my check?

Check images can be rejected due to a poor image capture. When taking images of your check please ensure the following:

• The check is on a solid-colored background, front-side up.

• Ensure none of the check information is covered up and that the room is brightly lit.

• Ensure there are no shadows on the check.

• Be sure the check fits just inside the guidelines.

• The check is not wrinkled in any way.

What are the minimum and maximum check amounts I can add with Mobile Check Capture?

Checks added via Money in Days must be in an amount between $0.01 and $5,000. Checks added via Money in Minutes must be in an amount between $20 and $5,000. All checks added via Mobile Check Capture are subject to a $5,000 per day and $10,000 per month limit.

Who can use the Mobile Check Capture by Ingo ® Money feature?

You must be a Serve main accountholder to use this feature. Subaccount users cannot add money with Mobile Check Capture at this time. Note: As of 2/13/2022, Mobile Check Capture is not available for use in the state of New York.

What types of checks are eligible for adding money with Mobile Check Capture?

All checks must be made out to you, endorsed by you, and drawn on a bank account in the United States or a U.S. territory.

Eligible checks include, but are not limited to:

• Payroll and government checks with a pre-printed signature (Example: Tax Refund)

• Business checks

• Payroll checks with a handwritten signature

• Personal checks

• Insurance checks (settlement checks)

• Attorney checks (settlement checks)

• American Express Traveler's Cheques

• Cashier’s checks

• Money orders

• Rebate and refund anticipation checks

Please note that the following check types are generally not accepted:

• Checks you write to yourself

• Conditional endorsement checks

• Counter and starter checks

• Credit card checks

• Customer appreciation certificates

• Gift certificates

• Checks that are post-dated

• Warrants

• Traveler's checks not issued by American Express

• Checks that are not made out to you

How do I contact Ingo Money if I have questions about Mobile Check Capture transactions?

You can reach out to Ingo Money directly by contacting Ingo Customer Service at (229) 276-3990 or by sending an email to [email protected].