How Can We Help You?

You can temporarily freeze your card to prevent further transactions, including any automatic or recurring payments made from your Serve Jackson Hewitt Account, while you search for it. Please note: Your card will automatically unfreeze after 7 days.  

Follow the steps below to temporarily freeze your card:

1. Log in to your Serve Jackson Hewitt Account

2. On the Home screen, select your Main Account

3. Click or tap the ‘gear’ icon

4. Select Freeze Card

5. Click or tap the button next to ‘Freeze Your Card’ 

6. You will return to your Main Account and your card is now frozen

If you find your card: Log in to your Serve Jackson Hewitt Account. On the Home screen, select your Main Account then click or tap ‘Unfreeze My Card’. Click or tap the green button to unfreeze your card and return to your Main Account.

If you cannot find your card: See “How do I replace my Serve Jackson Hewitt Card if it is lost, stolen or damaged?” FAQ below to replace your card. 

Please note: If you do not unfreeze or replace your card, your card will automatically unfreeze after 7 days.

You can request a replacement card online:

1. Log in to your Serve Jackson Hewitt Account

2. On the Home screen, select your Main Account

3. Click or tap the ‘gear’ icon

4. Select Replace Card

5. Confirm your address. Your replacement card will be mailed to the address we have on file for you

6. Select the reason you are requesting a replacement card:

   • If your card was lost, stolen, or never originally received, we will cancel that card. You should review your transaction history to ensure no unauthorized transactions have occurred. See the 'How do I dispute a transaction' FAQ below to find instructions on what to do if you find an unauthorized transaction.

   • If your card was damaged, you can still use your existing card for transactions that don't require the 3 or 4-digit security code on your card while you wait for your new card to arrive. When you activate your new card, your old card will no longer work.

7. Choose your shipping preference:

   • Free Standard Shipping: USPS first class mail delivery. Card will arrive in 7-10 business days.

   • $20.00 - Expedited Shipping: UPS Carrier Delivery. Card will arrive in 3-4 business days.*

8. Select Continue to confirm your card replacement request and then submit your request

If you have any questions or cannot successfully replace your card online, contact Customer Service at 1-800-954-0559 to request a replacement card.

* Expedited Shipping is not available to customers in Alaska, Hawaii, Puerto Rico, Guam, or the U.S. Virgin Islands.

If you or your Subaccount User are concerned that their card may be lost or stolen, but want a chance to look for it first, you have two options:

• As the Main Accountholder, you can go to the Subaccount Settings and click or tap ‘Lock Subaccount.’ The Subaccount will remain locked until you go back to Subaccount Settings and select Unlock Subaccount.

• Or you or the Subaccount User can log in to the Subaccount and temporarily freeze their card from Subaccount Settings. See “Can a Subaccount User freeze their card?” FAQ below. Please note: The Subaccount card will automatically unfreeze after 7 days.

If the Subaccount card is found: Either unlock or unfreeze the Subaccount, depending on the action you took as you looked for the Subaccount card.

• If you chose to Lock the Subaccount, you will need to Unlock the Subaccount. Log in to your Serve Account and select the Subaccount from the Home screen. Go to Subaccount Settings and click or tap ‘Lock Subaccount.’ Then select Unlock Subaccount.

• If you or your Subaccount User froze their Subaccount card, the card can be unfrozen anytime within 7 days of being frozen or it will automatically unfreeze 7 days after it was frozen. To unfreeze the Subaccount, log in to the Subaccount, select the Subaccount and click or tap ‘Unfreeze My Card.’ Click or tap the green button to unfreeze the Subaccount card and return to the Subaccount.

If the Subaccount card is not found: See “Can a Subaccount User request a replacement card?” FAQ below to replace your Subaccount User’s card.

Yes, you or your Subaccount User can temporarily freeze their card. Please note: The Subaccount card will automatically unfreeze after 7 days.

To freeze the Subaccount card, follow these steps:

1. Log in to the Serve Jackson Hewitt Subaccount

2. On the Home screen, select the Subaccount

3. Click or tap the ‘gear’ icon

4. Select Freeze Card

5. Click or tap the button next to ‘Freeze Your Card’

6. You will return to the Subaccount and the card is now frozen

If the Subaccount card is found: Log in to the Subaccount. On the Subaccount Home screen, go to the Subaccount and click or tap ‘Unfreeze My Card’. Click or tap the green button to unfreeze the Subaccount card and return to the Subaccount.

If the Subaccount card is not found: See “Can a Subaccount User request a replacement card?” FAQ below to replace a Subaccount card.

Please note: If you do not unfreeze or replace your Subaccount card, the card will automatically unfreeze after 7 days.

Yes, you or your Subaccount User can request a replacement card online:

1. Log in

   to the Serve Jackson Hewitt Subaccount

2. On the Home screen, select the Subaccount

3. Click or tap the ‘gear’ icon

4. Select Replace Card

5. Confirm the shipping address

   • The Subaccount replacement card will be mailed to the address we have on file for the Main Account. If it is not correct, you will need the Main Accountholder to update the address associated with their Account.

6. Select the reason you are requesting a replacement card:

   • If your card was lost, stolen, or never originally received, we will cancel that card. You should review your transaction history to ensure no unauthorized transactions have occurred. See the 'How do I dispute a transaction' FAQ below to find instructions on what to do if you find an unauthorized transaction.

   • If your card was damaged, you can still use your existing card for transactions that don't require the 3 or 4-digit security code on your card while you wait for your new card to arrive. When you activate your new card, your old card will no longer work.

7. Choose your shipping preference:

   • Free Standard Shipping: USPS first class mail delivery. Card will arrive in 7-10 business days.

   • $20.00 - Expedited Shipping: UPS Carrier Delivery. Card will arrive in 3-4 business days.*

8. Select Continue to confirm your card replacement request and then submit your request

If you have any questions or cannot successfully replace your card online, contact Customer Service at 1-800-954-0559 to request a replacement card.

* Expedited Shipping is not available to customers in Alaska, Hawaii, Puerto Rico, Guam, or the U.S. Virgin Islands.

Please contact Customer Service immediately at 1-800-954-0559 if your temporary Serve Jackson Hewitt Card is lost, stolen, or damaged.

You will be required to provide your name, address, temporary Serve Jackson Hewitt Card number and CVV* and other details for identification purposes.

* The CVV is the 4-digit card verification number located on the front of your temporary Serve Jackson Hewitt Card.

If you feel that an unauthorized transfer was made to or from your Serve Jackson Hewitt Account, or there is an error on your monthly statement or transaction receipt, or you need more information about a transaction listed on your monthly statement or transaction receipt (each circumstance, a "Dispute"), you may contact us 24 hours a day, 7 days a week at the numbers below:

• For Serve

  ^®

  American Express

  ^®

  Jackson Hewitt

  ^®

  Prepaid Debit Accounts, call 1-800-954-0559

You may also write to us at:

Serve Jackson Hewitt Customer Care

P.O. Box 826

Fortson, GA 31808

You must include the following when notifying us of a Dispute:

• Your name and Serve Jackson Hewitt Account number.

• Description of the transfer or transaction you are unsure about, and an explanation of why you believe it is in error or why you need more information.

• The dollar amount and, to the extent possible, date of the suspected error.

If you choose to call Customer Service and tell us of the Dispute verbally, we may require that you send us your Dispute in writing within 10 business days.

If we receive a Dispute (including the required information referenced above) within 60 days after we sent the first statement on which the Disputed transfer or transaction appears (or within 60 days after we send you the information you requested), we will investigate and determine whether an error occurred within 10 business days after we receive the Dispute, and will correct any errors within (1) business day of our determination that an error occurred.

If we need more time, however, we may take up to 45 days to investigate your Dispute.

If we decide more time is needed, in most cases, we will provisionally credit your account within 10 business days of our receipt of your dispute for the amount you believe is an error, so that you will have use of this money during the time it takes to complete our investigation.

If we ask you to send us your Dispute in writing, and we do not receive it within 10 business days, we may not provisionally credit your Account. For errors involving new Accounts, point-of-sale, or foreign-initiated transactions, we may take up to 90 days to investigate your complaint or question. For new Accounts, we may take up to 20 business days to provisionally credit your Account for the amount you believe is an error.

We will notify you of the results of our investigation within three (3) business days after its completion and will correct any error within one (1) business day of our determination that an error occurred. If we decide there was no error, we will send you a written explanation and will debit any related provisionally-credited amounts in accordance with applicable law. You may ask for copies of documents that we used in our investigation.

An error occurs when:

• A transfer or transaction on your Account is:

  • Not authorized by you

  • Incorrectly posted to your Account

  • Not properly reflected on your monthly statement

• There is a computational error with a transfer or transaction on your Account (e.g., transaction was for $32 but posted for $23)

• You did not receive the correct amount of funds (e.g., you requested $50 from an ATM but only received $40)

• You request documentation or additional information from us about a transaction from a closed dispute

All other types of Disputes (e.g., goods not delivered, or goods or services not as promised or damaged) are not considered errors.

From time to time problems may arise with a product or service you purchase such as:

• A product was not delivered or service was not rendered, or

• The product or service is different than expected, or

• A product is defective, or

• A product was returned and you have not received a response from the merchant or credit to your Account

Under the terms of our Agreement, you are required to work directly with the merchant to resolve such claims and we are not responsible for and do not have any liability for any goods or services purchased where the problem does not constitute an error. However, if you have been unable to resolve the issue with the merchant, we will provide a limited service whereby we will attempt to work with the merchant on your behalf in an effort to resolve the problem. We will advise you of the results of our effort; however, we will not provisionally credit your Account during the time we are working with the merchant. If it is determined that a correction is due to your Account, we will process a correction to your 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.

One of the fastest ways to withdraw the balance of your Account is by ATM.

• With Serve^® American Express^® Jackson Hewitt^® Prepaid Debit Accounts, you have access to free ATM withdrawals¹ at over 30,000 ATMs in the MoneyPass^® ATM network in the US.

Follow the steps below to close your Account online:

1. Log in to your Serve Jackson Hewitt Account

2. On the Home screen, select your Main Account

3. Click or tap the ‘gear’ icon

4. Select Close Account

5. If you need to take any actions prior to closing your Account – review the checklist to do the following:

   1. Close any Subaccounts (see “How do I close a Subaccount” FAQ below)

   2. Transfer any money in your Goals to your Account

   3. Clear or cancel any pending transactions

   4. Remove all funds from your Account. You must have a $0 balance.

6. Once all the items on the checklist are complete, you can 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^® American Express^® Jackson Hewitt^® Prepaid Debit Accounts, call 1-800-954-0559

¹Transactions at non-MoneyPass^® ATMs have a $3.50 Serve fee. ATM operator fees may also apply. See serve.com/atm for details.

Only the Main Accountholder can close a Subaccount. Please Note: In order to close a Subaccount, all pending transactions must be cleared and once you close a Subaccount you will not be able to reopen it. When you close a Subaccount the remaining balance will be automatically transferred back into the Main Account.

1. Log in to the Serve Jackson Hewitt Subaccount

2. On the Home screen, select the Subaccount

3. Click or tap the ‘gear’ icon to access Subaccount Settings

4. Click or tap Close Subaccount

5. Select Close Subaccount

6. You will return to the Home screen and the Subaccount is now permanently closed

If you need additional assistance, please call us:

• For Serve^® American Express^® Jackson Hewitt^® Prepaid Debit Accounts, call 1-800-954-0559

You can manage your text and email alert settings directly in My Profile.

1. Log in to your Serve Jackson Hewitt Account and go to My Profile.

2. Select Notification Settings, located under the Settings section.

3. Under the Text* and/or Email column, check the box next to each type of alert you wish to set up. If you want to opt out of a text or email alert you are currently receiving, simply uncheck the appropriate box.

   • For balance alerts, enter the amount at which you’d like to get a notification if the balance drops below. For example, you would enter $10.00 if you’d like to receive an alert whenever the balance drops below $10.00. Please note that this is a required field and must be filled out in order to set up your alerts properly.

4. Select Save Changes and your text and email alert settings will be updated.

*Message and data rates may apply.

Yes. Follow the steps below to opt out of future marketing emails. Please note that your changes will not impact any account-related servicing communications.

1. For Serve^® American Express^® Jackson Hewitt^® Prepaid Debit Accounts:

   • Log in to your Serve Jackson Hewitt Account and go to My Profile.

   • Select Privacy Settings, located under the Settings section.

   • Select No next to Email to unsubscribe from all marketing emails. You may adjust your preferences for receiving other types of communications from American Express on this page as well.

   • Click Save before you leave the page.

You can also click on the unsubscribe link at the bottom of a marketing email from Serve Jackson Hewitt.