Instant Customer Help Center
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US Cardholder FAQ
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US Cardholder FAQ - General
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Can I get a Transaction History (statement) from my app?
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How do I send a Real Time bank transfer?
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My card is expiring, what do I do?
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My Instant card has been compromised (lost/stolen) what do I do? (Cards starting with 4170)
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How do I file a dispute?
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How do I access my funds?
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What if an ATM that I found in the Locator charged me a fee? (Cards starting with 4170)
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How do I change my email login/username?
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How do I set up my Instant account? [VIDEO] [SPANISH]
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What is Instant Pay? [VIDEO] [SPANISH]
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How do pre-authorization transactions work (pending transactions)?
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What is Instant Tips?
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Everything you need to know about your Instant Card
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How does money get added to my Instant account? (Can I load money to my card?)
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Is my card activated?
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What will my pay check look like on Instant?
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Trouble signing into Instant?
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Can I turn on real time purchase alerts? (Card safety and security)
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How do I connect a new Instant card?
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Why is my Instant Pay turned off?
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How can I protect my Instant Visa Debit Card from fraudsters, skimmers, and more? (Card Safety and Security)
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What are some common fraud scams to watch out for? (Card safety and Security)
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Where can I make purchases with my Instant Visa card?
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How do I check my Balance?
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How can I find out recent transactions?
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How do I set up or change the PIN for my Instant Visa card?
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Why is my card is being declined?
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What is my Billing Name and Address?
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I can't see my balance, recent transactions, and wages?
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What if I entered my Name, Date of Birth, or Phone number incorrectly?
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Can I get a Transaction History (statement) from my app?
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Manager/Back Office FAQ
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Manage Admin Account(s)
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Back Office Locations / Inventory / Supply Orders
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Processing Payroll, Off-cycle, or Tips
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Manager FAQ: How do I change the Tip or General Payment cap amount for my store?
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Manager FAQ: Selecting disbursement date from the Payroll and Off-cycle Payment screen
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Manager FAQ: An employee is listed twice in the payment screen (duplicate account)
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Manager FAQ: I can't find an employee listed in the payment screen
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Manager FAQ: How do I reverse a payment?
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Manager FAQ: How do I change the Tip or General Payment cap amount for my store?
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Transaction History
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People & Employees
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Manager FAQ: Signing up for the Pending Employees email
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Manager FAQ: How do I see recent employee activations and new accounts created?
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Manager FAQ: An employee profile does not have an Employee ID or Clocking ID
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Manager FAQ: I don't recognize a new employee to be verified
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Manager FAQ: I can't find the list of new employees to verify
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Manager FAQ: Signing up for the Pending Employees email
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Reports
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Manager FAQ: Payroll Report (Updated Jan 2020)
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Manager FAQ: Classic Payroll Report
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Manager FAQ: Settlement Report
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Manager FAQ: Pay Period Reconciliation
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FAQ: Shifts Report, Unmapped Shifts, and Unmapped Employees
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Manager FAQ: Payments Report
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Manager FAQ: Float Activity Report
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Manager FAQ: Employee List Report
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Manager FAQ: Daily Tips Report
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Manager FAQ: The Outstanding Instant Pays Report
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Manager FAQ: Payroll Enrollment Report and Daily Email
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Manager FAQ: Payroll Report (Updated Jan 2020)
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Release Notes
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Release Notes: New Employee Payments Mapping Screen (March 2020)
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Release Notes: Instant Pay Carryforward (March 2020)
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Release Notes: New Payments Page (Feb 5 2020 release)
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Release Notes: Updated Outstanding Instant Pay Report & New Payroll Report
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Release Notes: New search on the People Page
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Release Notes: Select Disbursement Date During Payroll Processing
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Release Notes: Improved Payroll Processing + Tracking Outstanding Instant Pays
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Release Notes: New payroll enrollment report and email
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Release Notes: "Employees" is now "People"
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Release Notes: Managing Back Office Roles
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Release Notes: Back Office Roles
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Release Notes: Payroll Exceptions Page
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Release Notes: Payroll Summary Page
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Release Notes: Payroll Summary Page Export
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Release Notes: Stricter Net Pay Mapping Logic
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Release Notes: Updated Location Selector
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Release Notes: New Employee Payments Mapping Screen (March 2020)
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Cardholder FAQ's
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Canadian Program FAQ
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FAQ (Canadian Program)
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Canadian Program Announcement
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What is the Inactivity Fee?
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Where can I make purchases with my Instant MasterCard?
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How do I request an Instant Pay after finishing a shift?
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Really? There is no fee to take an Instant Pay?
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How do pre-authorization holds work? (pending transaction)
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I'm having issues with the Instant app, can it be my device?
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Bank Account Troubleshooting
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How long does it take for a refund to be posted to my Instant account?
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Do I need a smartphone to access the Instant app?
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Can my employer view my purchases & transfers?
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Can I download the Instant app on my BlackBerry?
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Are deductions taken off my Instant Pay?
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How do I transfer money from my Instant account to a bank account?
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How do I get my banking information so I can request a bank transfer?
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Instant Financial Prepaid MasterCard® Cardholder Agreement
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How do I pay a bill from my Instant account?
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Canadian Program Announcement
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