Frequently Asked Questions

Simply reinstall the app and start using it.

Each merchant location has its own return policies and will handle the returns in the same manner as any other Visa transaction and may take up to 7 business days to be credited to your Prepaid Card. They may credit your Prepaid Card; provide a cash refund, or a store credit.

You can report your Prepaid Card lost or stolen by logging into our website or mobile app and order a replacement card. We also provide 24-hour toll-free support. Immediately report any problems or a lost or stolen card by calling 866-760-3156. A replacement card can be issued and any available balance transferred to a new card, less applicable fees that will be deducted from the card’s available balance. Replacement cards are generally received in 7-10 business days. Emergency card replacement can also be requested with guaranteed delivery within the next business day, or sooner in some cases. See the Terms & Conditions for fees that apply to lost or stolen cards and emergency card replacement. As long as the lost or stolen card is reported immediately, you will not be responsible for any unauthorized merchant charges. If traveling internationally or far from home, a secondary card should be considered. That way, if the primary card is lost or stolen, the secondary card can immediately be used to access the funds without having to wait for a replacement card.

There is a 7-calendar day grace period starting on your maturity date to:  

• Change the term  
• Make additional deposits or withdraw funds  
• Close the Certificate

After your 7-day grace period, your Certificate will automatically renew into the same term if you don’t make any changes. Exceptions are:  
Welcome Certificate and Liquid Certificate will renew into a 12-month Term Share Certificate at the prevailing rate  

Step-it-Up will renew into a 24-month Term Share Certificate at the prevailing rate.

When you have depleted all the funds on the card and no returns are necessary, simply destroy and discard the card.

You can request to discontinue the Courtesy Pay service in its entirety at any time by contacting us at 800-347-CCCU (2228) or sending us an email at [email protected]. Without Courtesy Pay, your insufficient funds items will be returned to the payee and/or declined at the point of purchase, unless you have Overdraft Protection available to cover the item(s). You will be charged the standard return fee of $27 each time the item is presented for all returned items.

You are responsible for providing accurate account information. If the account is invalid, the points will be returned to you within 90 days.

You can choose the “Forgot User ID / PW” option on the initial login screen.

A Member Service Representative can assist you in choosing a new one. Call us at at 800.347.CCCU (2228) during normal business hours.

Please call the phone number on the back of the card.

If you want us to authorize and pay overdrafts caused by ATM and everyday debit card transactions (Extended Coverage), tell us by using one of the following methods.

• You can opt-in to Courtesy Pay within Digital Banking
• Call us at 800-347-CCCU (2228)
• Visit our San Dimas branch location
• Send us an email at [email protected].

NOTE: Business accounts automatically have access to Courtesy Pay for ATM and everyday debit card transactions. (Extended Coverage).

In the event your phone is lost or stolen, the service can be immediately disabled by calling the number on the back of your card.