security | SERVE

Security

Stay protected from fraud with these features included on your Serve account.

You’re Safe with Serve

After you register your account, you will not be held responsible for fraudulent purchases. And you can easily freeze your card if it’s ever lost or stolen.

Built-in security for Serve^® Bank Account & Serve^® Pay As You Go:

FDIC Insurance

Your funds are FDIC insured once we receive them in your account.¹
Visa’s Zero Liability²

means you won't be held responsible for unauthorized charges on your card.
Safe & Secure

Quickly & easily freeze your card if it gets lost or stolen to help protect against fraudulent charges.

Built-in security for Serve^® American Express^® Prepaid Debit Account:

Purchase Protection³

Shop with added confidence and Purchase Protection³, which can help protect eligible purchases made with the card against accidental damage and theft for up to 120 days from the date of purchase. Please read important exclusions and restrictions.
Fraud Protection

If your Serve card is ever lost or stolen, we've got you covered for fraudulent purchases.
Safety & Security

Quickly & easily freeze your card if it gets lost or stolen to protect against fraudulent charges.

FAQs

How am I protected from fraud?: Use your Serve card with confidence knowing you won’t be held responsible for fraudulent charges. It’s important that you monitor your transactions closely and call us immediately if there are suspicious charges on your account. You should review your monthly statements and consider setting up text and/or email alerts⁴ to stay in the know about your account.
For the Serve^® Bank Account & Serve^® Pay As You Go Visa^® Prepaid Card:
Your transactions are covered by Visa’s Zero Liability Policy. See the applicable agreement at serve.com/legal for more information, including your obligations for reporting fraudulent transactions immediately. If you notice any suspicious charges, please call us immediately at 1-833-729-9646.
For Serve^® American Express^® Prepaid Debit Accounts:
Your transactions are covered by American Express’s Fraud Protection. See the Consumer User Agreement for your Serve product for more information, including your obligations to report fraudulent transactions immediately. If you notice any suspicious charges, please call us immediately at 1-800-954-0559.
What do I do if my card is lost, stolen, or damaged?: You can temporarily freeze your card to prevent further transactions, including any automatic or recurring payments made from your Serve account, while you search for it. Please note: your card will automatically unfreeze after 7 days.
To freeze your card:
Log in to your Serve account
On the Home screen, select your main account
Click or tap the gear icon
Select Freeze Card
Click or tap the button next to Freeze Your Card
You will return to your main account and your card is now frozen
If you find your card, log into your Serve account and follow the above instructions but now click or tap Unfreeze My Card.
If you do not find your card or it is damaged, you will need to replace it:
Log in to your Serve account, select your main account
Click or tap the gear icon & select Replace Card
Confirm your address and then your replacement card will be mailed to the address we have on file for you.
Is the money in my Serve account protected by FDIC insurance?: Serve^® Bank Account & Serve^® Pay As You Go Visa^® Prepaid Card:
Funds are FDIC insured once we receive them in your account, subject to applicable limitations and restrictions.
Serve^® American Express^® Prepaid Debit Account:
When you add money to your Serve Prepaid Debit Account, the funds will be placed by us into one or more custodial accounts (“Custodial Account(s)”) we maintain for the benefit of Serve accountholders at one or more Federal Deposit Insurance Corporation (“FDIC”)-insured banks (currently American Express National Bank). These custodial accounts will be set up to provide pass-through FDIC insurance. Subject to the limitations set forth below, this means that if a bank holding a custodial account fails, you should be insured by the FDIC up to the per-depositor coverage limit then in place (currently $250,000 in most instances). Note that the FDIC insurance maximum applies to all of the funds that you have on deposit with the bank that fails, including funds that you have in deposit accounts with the bank other than your Serve-related funds in the custodial account.
Your Serve funds will not receive the benefit of FDIC insurance before they are placed in one of the custodial accounts referenced above. We will place funds into the custodial accounts not later than the business day after those funds are credited to your Serve account. FDIC insurance coverage is contingent upon our maintaining accurate records and on determinations of the FDIC as receiver at the time of a receivership of a bank holding a custodial account.
FDIC pass-through insurance protects funds placed on behalf of a Serve accountholder against the risk of loss (up to the then applicable FDIC deposit insurance limits) should any FDIC-insured bank(s) where we maintain custodial account(s) fail. FDIC pass-through insurance does not protect you against the risk of our insolvency. In the unlikely event of our insolvency, funds we place in a custodial account should be protected from claims by our creditors; however, it is possible that funds that we hold before placement in a custodial account will not be protected from claims by our creditors. Even if funds in your Serve Account (whether held by us or held in a custodial account) are protected from claims by our creditors, in the unlikely event of our insolvency, it is possible that you will not have access to those funds while court or other legal proceedings are ongoing.
FDIC pass-through insurance also does not protect you against the risk that an attempted funding of your Serve Account might fail to complete or be reversed (for example, if a check that you deliver to us is dishonored or a related credit is reversed after initial honor).
Please note: Funds on temporary cards are not eligible for FDIC pass-though insurance. When you register online and establish a Serve Prepaid Debit Account, your temporary card funds (to the extent you provide us information about your temporary card at registration) will be transferred to your Serve account and be eligible for FDIC pass-though insurance within one business day of establishment of your Serve account.
How do I dispute a transaction?: If you feel that an unauthorized transfer was made to or from your Serve 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^® Prepaid Debit Accounts, call 1-800-954-0559
For Serve^® Bank Account or Serve^® Pay As You Go Visa^® Prepaid Card, call 1-833-729-9646
You may also write to us at:
Serve Customer Care
P.O. Box 826
Fortson, GA 31808
You must include the following when notifying us of a Dispute:
Your name and Serve 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.

¹Subject to applicable limitations and restrictions.

²Visa Zero Liability policy covers U.S.-issued Visa-branded Cards only and does not apply to certain commercial card and anonymous card transactions or transactions not processed by Visa. You must use care in protecting your card and notify us immediately of any unauthorized use.

³Purchase Protection is underwritten by Virginia Surety Company, Inc., 175 West Jackson Blvd., Chicago, IL 60604. Coverage is determined by the terms, conditions, and exclusions of the Policies applicable to your Card and is subject to change with notice. This document does not supplement or replace the Policy. Shipping and handling costs for the purchase will not be refunded. Certain purchases are not covered, e.g. items lost by Card Member, consumable and perishable items, motorized vehicles and their parts or accessories, or normal wear and tear. Other important exclusions apply. You will only be reimbursed for the amount charged to your eligible Card; coverage is limited up to $1,000 per occurrence; not to exceed $50,000 per Card Member account per calendar year. You may be required to send the purchased item to us, in which case we will reimburse you for that shipping cost. This product provides secondary coverage. This means it pays eligible benefits not paid by any primary insurance that you have. For full Terms and Conditions, click here.

⁴Message and data rates may apply.