- 1. Where do I call if I have
questions about my Pennsylvania EPPICard™?
1-800-304-1669 is the number to call for anything related to your Pennsylvania
EPPICard™. Write that number down in your telephone book. It is also printed on
the back of your Pennsylvania EPPICard™. If you are calling from a location
outside of the US please call 1-801-933-8542 collect.
- 2. How do I activate my
Simply call the EPPICard™ Customer Service line at 800-304-1669 to activate the
card. This phone number is on the back of your new card. You will be asked to
choose a PIN to activate your card. After this phone call is completed your card
will be ready to use to make purchases or to withdraw cash.
- 3. When do I call 1-800-304-1669?
Anytime you need any information about your Pennsylvania EPPICard™. This number
is available 24 hours a day, seven days a week. Call Customer Service if you
• Report lost or stolen cards
• Check your balance
• Change your PIN
• Review transaction history
• Register a complaint about a card issue
• Ask questions about card use
• Discuss international card use
• Report that your card was not received in the mail
If you have questions regarding anything else about your child support case
(such as enforcement, modifying your support order) you must call your local
county Domestic Relations Section.
- 4. Where can I shop or get cash
with my Pennsylvania EPPICard™?
Look for the MasterCard® logo. This logo shows that the store accepts your
EPPICard™ MasterCard®. To get cash, look for the MasterCard® logo, which will be
displayed on over 892,000 ATMs located throughout the world. Many retailers that
accept Maestro, in addition to grocery stores, will let you get cash back with
purchases. Certain businesses place a hold on your available funds until your
transaction clears. This can take one or two days for the funds to be released.
Hotels and car rental agencies do this because when you use your card with them
the transaction may not be finalized by you until days later.
- 5. Do I have to use the ATM to get
cash at a bank displaying the MasterCard® logo?
No, you do not have to use the ATM. You can get cash back at any bank displaying
the MasterCard® logo. Go to the teller and ask for the desired amount of cash
that is available to you. You will not be charged a fee to get cash from the
teller. Do not ask for a cash advance.
- 6. Where can I find a bank that
accepts/displays the MasterCard® logo?
You can call PA SCDU Customer Service at 1-877-727-7238 during regular business
hours to request this information. Information on bank and ATM locations is also
- 7. Who should I contact if I have
a problem getting cash from a teller at a MasterCard® bank?
1-800-304-1669 is the number to call for anything related to your Pennsylvania
EPPICard™. You will need to provide the name of the bank, and the branch office
where the problem occurred. During regular business hours, Monday through Friday
you can also contact SCDU Customer Service at 1-877-727-7238.
- 8. Do I have to get a Pennsylvania
If you decide you do not want a card, you may have your funds direct deposited
into a personal bank account. If you want to use the direct deposit option,
contact your local Domestic Relations office or Pennsylvania SCDU. Either
location will provide the appropriate form for you to complete. Completed Direct
Deposit forms must be sent to PA SCDU for processing.
- 9. What if I do not sign up for
You will be automatically sent a Pennsylvania EPPICard™ if you do not sign up
for direct deposit
- 10. Can I use my Pennsylvania
EPPICard™ as a bank account?
No, you cannot make your own deposits into your EPPICard™ MasterCard® account.
- 11. How will I know how much
money is in my Pennsylvania EPPICard™ account?
You can call EPPICard™ customer service at 1-800-304-1669 to check your balance.
You may check your balance online at www.EPPICard.com. You may also use an ATM to perform a
balance inquiry. There is a fee for balance inquires. There may also be a
surcharge fee if the inquiry is not performed at a Wells Fargo or PNC bank ATM.
- 12. Will I get a monthly
statement showing what I spent?
You may request a monthly statement. One will not be automatically sent to you.
To request a statement, you must call EPPICard™ customer service. You can also
access information regarding your Pennsylvania EPPICard™ at
- 13. Do I have to have a bank
account to use my Pennsylvania EPPICard™?
No. You do not have to have a bank account, and no credit check will be
- 14. Are there any charges for
using my Pennsylvania EPPICard™?
If you ask for cash withdrawal from a teller at any financial institution that displays the MasterCard® brand mark you should not be charged a fee.
If you withdraw funds from a MoneyPass ATMs, PNC Bank ATMs, and First Niagara Bank ATMs, there is
no surcharge but there will always be a communication line fee of $.95 for use of the network. There is a $.50 fee for balance inquires at an ATM.
Banks other than MoneyPass ATMs, PNC Bank ATMs, and First Niagara Bank ATMs may also charge
an ATM surcharge fee for balance inquires. An ATM surcharge is different from a communication line fee and may or may not be charged when you use an
ATM to get cash. You will always be advised about this fee before it is charged. You may choose to cancel the withdrawal and go to another ATM that does
not surcharge or you may continue with your withdrawal. Effective February 15, 2010 cardholders are permitted six (6) free calls per month. A cost of $0.25
is assessed for each call after six (6) calls in a month to the EPPICard Integrated Voice Response or a live operator.
EPPICard™ information is also available to cardholders via the EPPICard™ website (www.eppicard.com).
PA EPPICard™ cardholders may continue to receive cash back with their Point of Sale purchases using
the EPPICard™, and may also cash out their EPPICard™ at MasterCard-affiliated banks at no charge.
- 15. What is a PIN?
PIN means Personal Identification Number. Your PIN is a 4-digit number. Always
keep your PIN private. You must select a PIN to activate the EPPICard™ when you
receive your card in the mail. If you lose your card and get a replacement card,
you must activate the replacement card and you will need to select a PIN again.
You may select your original PIN. For additional protection sign the back of your
card in ink or put a note on the card to always ask for photo ID.
- 16. What if I forget my secret
code or PIN?
If you did not write it down in a secure place at home and you cannot remember
it, call customer service at 1-800-304-1669 and select a new PIN.
- 17. What happens if I enter the
wrong PIN number?
You have a total of four tries to enter the correct PIN. If you are confused and
enter the wrong number, you can try three more times. After four consecutive
incorrect tries, the machine displays a “locked” message. The card is locked
until midnight. If you remember your PIN, you may simply use your card the next
day. This is to protect your benefits if the card is stolen and attempts are
made to use the card. If you do not remember your PIN, you can call customer
service at 1-800-304-1669 and select a new PIN.
- 18. What should I do if I lose my
Call 1-800-304-1669 when you realize that your card is missing. This puts a hold
on your account and no one will be able to use the card. If you find your card
after you report it to customer service, you will not be able to use the
original card. You must wait for the replacement to arrive in the mail. Your
first replacement will be issued at no charge. However, each time after the
first time that you request a replacement card you will be charged a fee of
- 19. What if my card will not
Broken, cracked or damaged cards need to be replaced. Call 1-800-304-1669 and
report that you have a problem with your Pennsylvania EPPICard™. A replacement
card will be sent directly to your mailing address.
- 20. What if I get an error
message that reads Insufficient Funds?
Insufficient Funds means you have tried to spend more than you have on your
Pennsylvania EPPICard™. If you feel this error message is incorrect, call
1-800-304-1669 for assistance.
- 21. What do I do if I think the
balance of my Pennsylvania EPPICard™ is incorrect?
You should call customer service at 1-800-304-1669 if you have any questions
regarding the balance of your account, or any transactions associated with your
- 22. Do I need to change the name
on my card if I get married?
You need to contact your local DRS if you are receiving child support and your
name has changed. The DRS will update the statewide child support system with
your new name.
- 23. Will my card still work when
my child support case closes?
Your card will work until the balance on the card is $0.00.
- 24. I have been using my
Pennsylvania EPPICard™ for a while now, and want to switch to direct deposit.
How do I do this?
Contact PA SCDU at 1-877-727-7238.
- 25. I received the Pennsylvania
EPPICard™ in the mail but I do not want my support money to be deposited to the
card. I want my support money deposited to my bank account. What should I do
with the card?
If you received the Pennsylvania EPPICard™ support payments received will be
deposited to the card until your direct deposit enrollment process is completed.
Please keep the card, activate your PIN as directed on the card and check your
card balance. Once PA SCDU receives your correctly completed direct deposit
enrollment form, direct deposit should begin in about 10 business days. If, at
any time, you cancel or stop direct deposit, your support payments will again be
disbursed to your EPPICard™.
- 26. I think I got some mailers, but since
I wanted to continue receiving checks, I threw the mailers (and the EPPICard™) away. Now I'm not getting
my support checks any longer. What should I do?
If you did not sign up for Direct Deposit, and you are no longer receiving
support checks, it is possible that you have support money on your PA EPPICard™.
You may access
www.childsupport.state.pa.us to see if support payments have been made for
you, and if the support payments have been disbursed to EPPICard™. If support
payments have been disbursed for you to the EPPICard™, you must call the
EPPICard™ 800 number and request a replacement card.