How Can We Help You?

Using Your Account

How can I add money to my account?: There are several ways to add money to your account:
Direct deposit – use your Account and Routing Numbers to set up direct deposit with your employer paycheck or government benefits. Learn more here.
Cash reload at a retailer – take your cash and card/barcode to any participating retailer and add funds directly to your card. Learn more here.
Cash a check – use the Mobile Check Capture by Ingo^® Money¹ on the mobile app² to cash a check to your account. Learn more here.
Transfer from an external account – you may be able to transfer money from an external bank account or money app (like Venmo or PayPal) to your account by initiating a transfer from your external bank account or money app. You are not able to initiate this type of transfer from your Serve account. Serve does not charge a fee for this, but the initiating bank or app may charge a fee. Check with them for details on availability, fees they may charge, and timing, as well as instructions for how to complete the transfer.
How do I set up direct deposit?: To set up direct deposit, follow the steps below:
Log in to your Serve account and go to Money In.
Select Direct Deposit to view your Serve Account and Routing number. Please note that the Serve account number and Bank Routing numbers found on the Serve Direct Deposit Form can only be used for adding your paycheck or Government Payments to the Serve account and cannot be used for other payments. For payments from your Serve account, please use the Pay Bills option.
Print out and complete the Serve Direct Deposit Form and submit it to your employer or benefits provider to process the request. Certain employers may require you to use their own form or process. It may take one or two pay periods before your direct deposit will take effect.
Can I get money from an ATM with my card?: Yes, once you have successfully completed online registration and email verification, including setting up a PIN, you can use your Serve card to withdraw cash from ATMs.
See below for helpful info by account type, and see the appropriate agreement at serve.com/legal for full details:
Serve^® Bank Account: Enjoy free ATM withdrawals at over 40,000 MoneyPass ^® ATMs in the U.S., or for a fee at any ATM that accepts Visa^® debit cards, including international ATMs.
Serve^® Pay As You Go Visa^® Prepaid Card: Use your card for ATM withdrawals everywhere Visa^® debit cards are accepted, including international ATMs. All ATM transactions have a $2.25 Serve fee. ATM operator fees and decline fees may also apply. See Cardholder Agreement for applicable limits and more details.
Serve^® American Express^® Prepaid Debit Card: Use your card at ATMs that permit American Express transactions within the United States and Puerto Rico. You can enjoy FREE ATM withdrawals at over 40,000 ATMs in the MoneyPass ^® ATM network in the US. Transactions at non-MoneyPass ATMs have a Serve fee of up to $2.50. ATM operator fees and decline fees may also apply. See the list of all fees & account limits here. Please see the appropriate Serve Consumer User Agreement for more details.
Why is there a hold on my account?: Certain types of transactions where the full amount is not known at the time of payment come with a preauthorization hold – which means that until the transaction clears, the merchant will hold additional funds to make sure you have enough funds to cover the transaction.
The funds subject to the hold will not be available until the transaction has fully completed or after the hold time expires (typically 7 days but could be up to 30 days with rental car agencies).
These merchants/types of transactions include:
Paying for gas at the pump
Travel reservations (hotels, motels, etc.)
Restaurants
Rental car agencies
Cruise lines
& other similar merchants
When this happens, your available balance may look lower than you were expecting, and you may wonder if you were overcharged. If the transaction was one of the above or something similar, wait until the transaction clears as it is likely that the merchant has placed a “preauthorization hold” on your account for more than the purchase amount until the transaction has closed out. If after the transaction has cleared, you still feel the amount is more than you were expecting, contact the merchant directly or contact customer service.
When using your Serve card for the above transaction types, there is no way to avoid the preauthorization holds.
For travel and reservation-related transactions, you can avoid having excess funds held on your account by always completing the transaction with the same card you used to make the reservation. If you use your card to make a reservation, but then use a different card to close it out, it could put a hold on your funds for up to 30 days. However, if you use your card for the reservation and to complete the transaction, the hold on your card will be much shorter.
To avoid a preauthorization hold when purchasing gas with your Serve card, be sure to know your balance and always go inside to pay before you pump your gas rather than paying at the pump. This will complete the transaction immediately and additional funds will not be held.
How do I reset my ATM PIN?: If you need to change the ATM PIN associated with your Account, follow the steps below:
1. Log in to your Serve Account and go to My Profile.
2. Select Change ATM PIN, located under the Settings section.
3. Confirm the current ATM PIN associated with your Account.
4. Now choose a new ATM PIN and enter it in the form fields provided. Your new ATM PIN must meet the following requirements:
Cannot be the same four numbers, i.e. 1111, 2222, etc.
Cannot be four sequential numbers, i.e. 1234, 9876, etc.
Cannot be the last four digits of your Social Security Number
Cannot be the year you were born
5. Confirm your new ATM PIN and select Save Changes to save your new ATM PIN. The ATM PIN will be updated and you should use this ATM PIN moving forward.
Can I deposit my tax refund to my Serve account?: Yes, follow the below steps to add your tax refund to your Serve account:
Ensure the primary name and Social Security Number on your tax return matches the name on your Serve account
In the refund section of the tax return:
Fill in your Serve Routing Number
Fill in your Serve Account Number
Select “Checking” as the type of account
To find your Account and Routing Numbers, log in to your account and click/tap “My Profile.”
Visit serve.com/tax-refund for more details & FAQs on tax refunds.
How do I earn 1% Cash Back?: If you have the Serve Cash Back card, you automatically earn unlimited 1% Cash Back when you make in store or online purchases.
You can earn Cash Back on in store or online purchases made with your temporary Serve Cash Back card. However, you cannot redeem your earned Cash Back until you successfully register your card at serve.com, verify your email address and activate the personalized Serve Cash Back card you receive in the mail.
ATM transactions, fees and Serve Online Bill Pay are not purchases and do not earn Cash Back. If you return a purchase that you earned Cash Back on, your Cash Back will be reversed.
1% Cash Back is rounded to the nearest dollar. Rounding means that you will never earn a fraction of a penny. Your earned Cash Back will be available to redeem once the in store or online purchase has settled with us.
How do I redeem and use Cash Back?: Follow the steps below to quickly and easily redeem your earned Cash Back:
Log in to your Serve account.
Select Redeem next to your earned Cash Back Balance on the Home screen to go to the Cash Back Balance screen.
Select Redeem next to your Earned Balance.
Click or tap Yes to confirm your Cash Back redemption.
Your redeemed Cash Back will automatically be applied to your next purchase.
If your Cash Back amount exceeds your purchase amount, your remaining Cash Back will simply be applied toward your next purchase. If your Cash Back amount is less than your purchase amount, the remaining amount is drawn from your Available account balance.
Can I add my Serve card to my digital wallet?: Yes, you can add any Serve card to your digital wallet.
For more information on how to add your Serve card to your digital wallet and use it via Apple Pay^TM, visit apple.com/apple-pay.
For more information on how to add your Serve card to your digital wallet and use it via Google Pay^TM, visit pay.google.com/about.
How do I update my Serve card in my digital wallet?: If your card is lost/damaged or expires and you receive a new card, you will need to go into the digital wallet app (Apple Pay or Google Pay) and update the card information. Instructions on how to do this can be found in the respective app you use – see links above.
How do I close my account?: You can close your account online. Please note: In order to close your account, and all subaccounts, your balance, including all subaccounts and goals, must be $0 and all pending transactions must be cleared.
Follow the steps below to close your account online:
1. Log in to your Serve account
2. Review this checklist to see if you need to take any actions prior to closing your account:
Close any subaccounts (see “How do I close a subaccount” FAQ below)
Transfer any funds in your goals to your account
Clear or cancel any pending transactions
Remove all funds from your account. You must have a $0 balance.
3. On the home screen, select your main account
4. Click or tap the gear icon
5. Select Close account
You can still log in to your account for up to 90 days after your account is closed to access past statements.
If you need additional assistance, please call us:
For Serve^® Pay As You Go Visa^® Prepaid Card & Serve^® Bank Account: 1-833-729-9646
For Serve^® American Express^® Prepaid Debit Account: 1-800-954-0559
How do I close a Subaccount?: Only the Main accountholder can close a subaccount. Please note: In order to close a subaccount, all pending transactions must be cleared. Once you close a subaccount you will not be able to reopen it. When you close a subaccount, the remaining balance will automatically be transferred back into the main account.
Log in to your Serve account
On the Home screen, select the subaccount
Click or tap the gear icon to access Subaccount Settings
Click or tap Close Subaccount
Select Close Subaccount
You will return to the home screen and the subaccount is now permanently closed
If you need additional assistance, please call us:
For Serve^® Pay As You Go Visa^® Prepaid Card & Serve^®Bank Account: 1-833-729-9646
For Serve^® American Express^®Prepaid Debit Account: 1-800-954-0559
I was not able to register my temporary card- what do I do now?: If your temporary card registration was declined, your temporary card can still be used for in-store and online card purchases anywhere Visa debit cards are accepted until the funds you initially loaded run out. Your temporary card cannot be used for online bill pay, ATM withdrawals or cash back at the register.
New Serve American Express^® Accounts are no longer offered. Although you can no longer use your Serve American Express temporary card to register for a new Serve American Express Account, you can continue to use available funds on your Serve American Express temporary card for in-store and online purchases virtually anywhere American Express® Cards are accepted, in accordance with the Serve American Express temporary card Cardholder Agreement.

¹The Mobile Check Capture by Ingo Money service is provided by a national bank which is identified in the bank’s and Ingo Money’s Terms and Conditions. Use of the Mobile Check Capture service is subject to the bank’s and Ingo Money’s Terms and Conditions and the bank’s and Ingo Money’s Privacy Policy. All checks are subject to approval for funding in Ingo Money’s sole discretion. Approval usually takes 3 to 5 minutes but can take up to one hour. Fees apply for approved Money in Minutes transactions funded to your Account. See serve.com/fees for details. Additional terms and conditions and limits are associated with your use of the Mobile Check Capture by Ingo Money service through the Serve mobile app. See serve.com/legal for details. Data rates may apply.

²Message and data rates may apply.