Frequently Asked Questions for People

General

Q: What is a MOCA Card?

A: MOCA Cards are a family of debit, prepaid, and gift cards powered by Visa® and issued under the MOCA program. You can use any MOCA Card anywhere Visa is accepted. MOCA Cards are “smart” cards and let you do things that most debit cards won’t.

 

Q: How is my MOCA Card different?

A: MOCA Cards provide more security, more control, and MOCA Prime accounts offer unlimited rewards. Here are a few of the things you can do with a MOCA card that makes it different:

  • Instantly send money to anyone, anywhere at any time in real-time using just their email address—and it’s free!
  • Monitor your transactions in real-time including a card on/off feature.
  • Self-issue as many virtual or physical reloadable MOCA Cash Debit Cards to yourself as you like
  • Self-issue reloadable MOCA Sentinel Debit Cards to your children and others and monitor the transactions on those cards in real-time as well as set controls on when, where, and how those cards can be used.
  • Attach pictures of receipts, warranties or other documents to any transaction.
  • Set advanced controls such as spending limits by amount, time of day, day of week, category of merchant, and restrict use based on distance from your home zip code.
  • Lock a card down to a single merchant for online purchases.
  • Earn unlimited rewards with a MOCA Prime account!

 

Q: How can I get a MOCA Prime Card?

A: Easy, but you need a checking account at a participating Community Bank or Credit Union. If you have one, you can upgrade to a Free MOCA Prime account and be carrying a MOCA Prime Card in no time. Give your local bank or credit union a call or visit their website to see if they offer MOCA Prime accounts!

 

Q: Can I get a MOCA Card if I don’t have a MOCA Prime account?

A: Generally, the only way to get a MOCA Card without a MOCA Prime account is if someone gives you a MOCA Card or someone sends you money through MocaMoney. You can’t go to a participating Bank or Credit Union and buy a MOCA Cash Debit Card, for instance, although some participating Banks or Credit Unions may allow you to purchase a MOCA Gift Card.

 

Q: Are there any fees or other charges associated with my MOCA Card?

A: None, except for a $5 one-time fee for additional plastic cards.

 

Q: Is the MOCA Card a credit card?

A: No. MOCA Cards are not credit cards. The money you spend on a MOCA Card must either be in your MOCA Prime account or have been added to a MOCA Cash Debit Card or MOCA Sentinel Debit Card.

 

Q: Who is MOCA?

A: MOCA is an Austin, Texas-based FinTech company that is certified by VISA and distributes its MOCA Smart Card Technology through community financial institutions.

 

Q: Where can I get the MOCA Mobile app?

A: You can download MOCA Mobile from the App Store (iOS) or Google Play (Android).

 

Q: How much does the MOCA Mobile app cost?

A: Nothing, nada, zero. It’s free.

 

Q: Is my MOCA Prime account FDIC or NCUA insured?

A: Of course! All MOCA Prime accounts carry $250,000 insurance protection from the FDIC (banks) or NCUA (credit unions). For more info, check out fdic.gov for cards issued by banks or ncua.gov for cards issued by credit unions.

 

Q: What is the purpose of my address in my MOCA User Profile?

A: The address in your MOCA User Profile is used (1) to verify/authorize transactions, and (2) as the address of record for any Non-Prime or Non-Premier Card notices, such as a MOCA Sentinel Debit or MOCA Cash Card. Any notices sent regarding a Non-Prime or Non-Premier Card will be sent to the address in your MOCA User Profile. Any notices sent regarding your Prime or Premier accounts, including the cards, will be sent to the address currently on file with your financial institution.

Sending and Receiving Money

Q: How do I send money to someone?

A: Just use MocaMoney on MOCA Mobile or our MOCA desktop app. All you need is a MOCA Prime account and the recipient’s email address. Access the “Send Money” functionality, choose or add your recipient, and tell MOCA how much money to send. It’s that easy.

 

Q: Can I send money to someone who doesn’t have a social security number?

A: Yes, but they can only take the money on a non-reloadable MOCA Gift Card, which is limited to a value of $1,000 and can be used at any merchant that accepts Visa in stores or online. Gift cards have a limit of $1,000 and may not be used to obtain cash.

 

Q: How do I claim money that someone sent me?

A: Well, that depends on if you currently have a MOCA Card or not. If you have a MOCA Prime account, any money sent to you through MocaMoney will be automatically deposited in your MOCA Prime account. If you don’t have a MOCA Prime account, but you have a reloadable MOCA Cash Debit Card or MOCA Sentinel Debit Card, the money will automatically be added to your MOCA Card balance. If you are totally new to MOCA, you will receive an email with instructions on how to claim your money and you can claim it on a virtual or physical MOCA Gift Card or a virtual or physical MOCA Cash Debit Card.

Types of MOCA Cards for People

Q: What kind of MOCA Cards are available to consumers?*

A: For consumers, MOCA provides 4 kinds of cards: a Prime Debit Card, a Cash Debit Card, a Sentinel Debit Card, and a Gift Card. All MOCA Cards can be either virtual or physical.  In addition, our Prime Debit, Cash Debit, and Sentinel Debit Cards have an encrypted EMV chip and are contactless so you can tap and pay.

  1. A MOCA Prime Debit Card is your primary card, and it is linked to your checking account. You can use it online, in stores, and to get cash back at a merchant, or cash from an ATM just like any other debit card.
  2. A MOCA Cash Debit Card is a reloadable prepaid card. You can issue one to yourself and someone you send money to through MocaMoney can also choose to get one. Like other prepaid cards, it has a balance that cannot be exceeded, but you can add money to it whenever you like from your MOCA Prime account, another MOCA Card, or the over 55,000 Visa Readylink locations. MOCA Cash Debit Cards can also be used in stores, online, with a digital wallet, and to get cash from an ATM or cash back at a merchant.
  3. A MOCA Sentinel Debit Card is a reloadable prepaid card you give to someone if you want to monitor how the money is spent. Like other prepaid cards, it has a balance that cannot be exceeded, and both you and the cardholder can add money to it whenever either of you wants. MOCA Sentinel Debit Cards can also be used in stores, online, with a digital wallet, and to get cash from an ATM or cash back at a merchant. Not only do you get real-time transaction alerts for purchases made on a MOCA Sentinel Debit Card, but you can also control, when, where, and how the card is used. Just so you know, the cardholder will know their transactions are being monitored.
  4. A MOCA Gift Card is a standard gift card. It can be used anywhere Visa is accepted, including online, but you cannot get cash back from a merchant or cash at an ATM. MOCA Gift Cards have a $1,000 limit.

*Please see all Card Information Disclosures, Privacy Policy and Terms of Use.

 

Q: What kind of MOCA Cards can I self-issue to myself or others?

A: You can issue a MOCA Prime Debit Card and a MOCA Cash Debit Card to yourself, and you can also issue a MOCA Prime Debit Card to any other joint Prime checking account holder. You can also issue MOCA Sentinel Debit Cards to anyone you desire. All MOCA Cards can be virtual or physical.

 

Q: What is a MOCA “Sentinel” Debit Card?

A: A MOCA Sentinel Debit Card is simply a reloadable prepaid card that you issue to someone with the ability to monitor transactions on the card in real-time as well as implement card controls, such as transaction limits and daily card curfews. Perfect for minors in your household or elderly parents!

 

Q: How do I give someone a MOCA Cash Debit Card or a MOCA Gift Card?

A: You can’t actually “give” someone a MOCA Cash Debit Card or a MOCA Gift Card. You just send them money through the MocaMoney. When you send someone money using MocaMoney, the recipient of the money can choose to receive it on a virtual or physical MOCA Gift Card or a virtual or physical reloadable MOCA Cash Debit Card. It’s up to the recipient.

 

Q: How many cards do I receive when I open a MOCA Prime account?

A: You will receive one free physical (plastic) EMV chip and contactless MOCA Prime Card when you first set up your MOCA Prime account. You can order additional physical cards for $5 each. You can also self-issue as many virtual cards as you want for no charge.

 

Q: Can I get additional cards for my family, including minors?

A: Sure. You can issue virtual and plastic cards to yourself and family members. You can issue yourself additional Prime Debit and Cash Debit Cards and you can issue an additional Prime Debit Card to a joint account holder on your MOCA Prime account. For other family members, you can issue Sentinel Debit cards.

 

Q: If I give a MOCA Card to my kid, can I monitor its use?

A: Yes. MOCA Sentinel Debit Cards are reloadable prepaid debit cards that you can monitor. You can see transactions in real-time and you can set up card controls, such as when the card can be used and how much can be spent. You can also block, cancel, or recall the funds on a MOCA Sentinel Debit Card at any time. Please be aware that whomever you give the card to will be told their transactions can be monitored.

 

Q: Can my kids and other family members use their MOCA Cards to get cash from an ATM or cash back at a merchant?

A: Yes. As long as you allow it (and it’s not a gift card). Remember, you can’t use MOCA Gift Cards to get cash at an ATM or cash back at a merchant.

Information about PINs

Q: Do I need a PIN to use a MOCA Card?

A: Only if you want to get cash at an ATM, and the ATM requires it. You don’t need a PIN to use MOCA Cards in stores (unless you want to get cash back at the terminal) or online. NOTE: only non-PIN transactions earn rewards, so it is in your best interest NOT to use a PIN whenever possible.

 

Q: Most merchants ask for a PIN. How do I avoid using one?

A: Always select the “No PIN” option if it is available. If not, just press “Enter” if a terminal asks for a PIN, or choose “Credit,” or do a signature transaction. Occasionally, it may be necessary to choose “Cancel” to bypass the PIN requirement, so try that as a last resort. Doing that will earn you unlimited rewards on your MOCA Prime or Cash Debit Card transactions. As a bonus, you also earn rewards on MOCA Sentinel Debit Card transactions.

One note, although you accrue rewards beginning with your 1st non-PIN transaction each month, you can’t claim those rewards until you do at least 10 card transactions collectively across all your MOCA Prime Debit Cards, MOCA Cash Debit Cards, and MOCA Sentinel Debit Cards for that calendar month. If you don’t meet your 10 card transaction threshold for the month, those rewards disappear forever.

 

Q: How do I authorize or get a PIN for my MOCA Card?

A: Easy. Call the number on the activation sticker that came on your MOCA Card and follow the voice response instructions. If you don’t have your activation sticker, just call the number on the back of your MOCA Card and follow the voice response instructions.

Rewards

Q: How do I earn rewards?

A: With a MOCA Prime account, MOCA Prime Cards, MOCA Cash Debit Cards, and MOCA Sentinel Debit Cards earn you rewards on all non-PIN transactions provided you do at least 10 card transactions across all cards that month. If you use your PIN, you won’t receive any rewards on that transaction. So always select the “No PIN” option if it is available. If not, just press “Enter” if a terminal asks for a PIN, or choose “Credit,” or do a signature transaction. Occasionally, it may be necessary to choose “Cancel” to bypass the PIN requirement, so try that as a last resort.

Don’t forget, you must do at least 10 card transactions of any type each month to claim rewards. Although you accrue rewards beginning with your 1st non-PIN transaction each month, you can’t claim those rewards until you do at least 10 card transactions collectively across all your MOCA Prime Debit, Cash Debit, and Sentinel Debit Cards for that calendar month. If you don’t meet your 10 card transaction threshold for the month, those rewards disappear forever.

 

Q: How do I redeem rewards?

A: MOCA rewards are paid in MOCA “Coins” and you can self-redeem any MOCA Coins you have earned for cash at any time and in any amount. Once you redeem your rewards, the cash will automatically be deposited into your MOCA Prime account.

Ways to use my MOCA Card

Q: Where can I use my MOCA Card?

A: It’s everywhere you want to be!  Since MOCA Cards are powered by Visa, they can be used at any place worldwide that accepts Visa whether in stores or online.

 

Q: How do I use my MOCA Card to pay my monthly bills?

A: It’s simple. Just go to the biller’s website and enter your card information into the biller’s payment form like you would with any other card. You will likely earn MOCA Coins for that transaction too!

 

Q: Can I use my MOCA Card to make online purchases?

A: Absolutely. Use it the same way you would use any other debit or credit card.

 

Q: Can I use my MOCA Card with a digital wallet?

A: Yes. Physical or virtual MOCA Prime Debit, Cash Debit, and Sentinel Debit Cards are compatible with all the popular digital wallets - Apple Pay, Google Pay, Samsung Pay, LG Pay, Garmin Pay, and Fitbit Pay.  Unfortunately, Visa doesn’t allow gift cards to be used with digital wallets at this time.

 

Q: What security features does my MOCA Card have?

A: You mean other than an encrypted EMV chip and contactless capabilities? Yes, MOCA Cards have additional security features if you choose to use them. You can monitor all your transactions in real-time, you can turn your card on and off on demand, and you can lock down a card to a single merchant for online purchases, among other things. Explore all your MOCA Card has to offer. We are sure you’ll be pleased.

 

Q: Do I need to add money to my MOCA Card?

A: You don’t need to add money to your MOCA Prime Debit Card, but you DO need to add money to MOCA Cash Debit and MOCA Sentinel Debit Cards. You can add money to any of those cards from your MOCA Prime account, another MOCA Card, or any of the over 55,000 Visa Readylink locations which you can find here: https://apps.usa.visa.com/slocators/get-a-card.jsp?filter=readylink.

 

Q: How do I add money to my MOCA Cash Debit Card or my kids MOCA Sentinel Debit Card?

A: It’s easy. Just go to the “Cards” screen and find the card you would like to add money to and click the three vertical dots to reveal additional options. Choose “Add Money,” then choose the amount of money you would like to add and the funding source on the next screen. Click “Add” and you’re done.

 

Q: How do I add money to someone else’s MOCA Cash Debit Card?

A: If you want to send money to someone who has a MOCA Cash Debit Card, just use MocaMoney. Any money you send them will be automatically loaded to their MOCA Cash Debit Card.

 

Q: If I give a MOCA Card to my kid, can I monitor its use?

A: Yes. MOCA Sentinel Debit Cards are prepaid debit cards that you can monitor. You can see transactions in real-time and you can set up card controls, such as when the card can be used and how much can be spent. You can also block, cancel, or recall the funds on a MOCA Sentinel Debit Card at any time. Please be aware that whomever you give the card to will be told their transactions can be monitored.

Card Lost or Stolen/Get Help/Cancel Card

Q: What if I have a problem using my Moca Card - what do I do?

A: Just ask us for help! You access help through the “Help” button on MOCA Mobile and the MOCA desktop app.  You can also call the number on the back of your card and access MOCA’s Voice Response System, which will point you in the right direction.

 

Q: What if my MOCA Card is lost or stolen?

A: If you lose your MOCA Card you have several options. The first thing you should do is go In to MOCA Mobile or the MOCA desktop app, locate the card that was lost or stolen, and “block” or “cancel” it. Then, you should also call the financial institution that issued you the card and report your card lost or stolen. You can then order a new card through your financial institution or you can order one through MOCA Mobile or the MOCA desktop app if you need a replacement. Finally, go In to MOCA Mobile or the MOCA desktop app and look at the transactions to see if any were unauthorized. If you see unauthorized transactions, dispute the transaction in the app, and notify your financial institution.

 

Q: How do I dispute a charge on my Moca Card?

A: Log In to MOCA Mobile or the MOCA desktop app and go to “Cards.” Then find the card with the transaction you would like to dispute and click on “Transactions.” Find the transaction in question and click on “RAISE DISPUTE” and follow the instructions.

 

Q: How do I cancel a MOCA Card?

A: Breaking up is easy to do—although we would miss you! Simply select the card in question, click the 3 vertical dots to reveal additional options, and click “Delete.” You will now see your card on the “Cards” screen with a red stripe in the upper left that says “Closed.” Your card will remain in the “Cards” view for 15 days while we make sure no pending transactions need to clear, and then disappear.

 

Q: What if I cancel a MOCA Card but it still had money on it?

A: You don’t have to do anything. If you delete a card that has a balance on it, once all your transactions clear, any remaining balance will be automatically transferred to your MOCA Prime account.