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Frequently Asked Questions about MY PayCard

When will my money be available?
Where can I use my Hancock Bank MY PayCard?
When using my Hancock Bank MY PayCard at an ATM, which selection (checking, savings, credit card) do I choose for withdrawing funds?
Is there a limit to how many times I can withdraw cash?
How much can I withdraw at one time?
How can I obtain all the funds on my card if my balance is below the ATM cash withdrawal minimum?
Can I leave the rest of my pay on my card?
How can I check my Hancock Bank MY PayCard balance?
Can my employer see my transactions?
What do I do if I forget my PIN?
How do I change my PIN?
What if my Card is lost or stolen?
Who can provide assistance if I have questions about my Hancock Bank MY PayCard?
What should I do if a store clerk asks me to press "debit" or "credit" when I make a purchase with my Hancock Bank MY PayCard?
What happens if I need to return an item purchased with my Hancock Bank MY PayCard?
What if the purchase is denied?
Can the card ever have a negative balance?
Hancock Bank MY PayCard Fee Schedule

When will my money be available? [back to top]

Your pay will be available for use with your Hancock Bank MY PayCard on your regular payday.

Where can I use my Hancock Bank MY PayCard? [back to top]

The Hancock Bank MY PayCard can be used to make purchases or cash withdrawals everywhere VISA debit cards are accepted, at more than 20 million VISA merchants and VISA/PLUS/STAR ATM locations. You can track your purchases by phone or Internet and can check your available balance at anytime by phone, ATM, or Internet.

When using my Hancock Bank MY PayCard at an ATM, which selection (checking, savings, credit card) do I choose for withdrawing funds? [back to top]

Most ATMs will allow you to select any option (checking, savings, credit card) to withdraw funds from your Hancock Bank MY PayCard. If you encounter difficultly withdrawing funds at a particular ATM, you should select "credit card" to complete your transaction.

Is there a limit to how many times I can withdraw cash? [back to top]

You may access your card balance as often as you like and make withdrawals up to your available balance. However, there may be a transaction fee associated with each withdrawal above the free withdrawals that are included with your card. For specific withdrawal limitations and other applicable fees, please refer to the documents received at card enrollment.

How much can I withdraw at one time? [back to top]

You may use the Card to withdraw up to a maximum of your available balance or $1,200 per day at an ATM or at a point of sale. You may also use the Card to get cash in a branch of any financial institution up to maximum of your available balance or $10,000 per day.

How can I obtain all the funds on my card if my balance is below the ATM cash withdrawal minimum? [back to top]

You can obtain cash amounts below the ATM minimum by requesting cash back at a point-of-sale location or by cash disbursement (cash advance) from any participating bank.

Can I leave the rest of my pay on my card? [back to top]

Yes! Leave it on your card. It's a lot safer than carrying cash. And remember, your money is always available to you, 24 hours a day, 7 days a week.

How can I check my Hancock Bank MY PayCard balance? [back to top]

You may check your Hancock Bank MY PayCard balance 24-hours a day at thousands of ATM locations, by calling Card Holder Services at 1-866-730-8246, or by going to the web site.

Can my employer see my transactions? [back to top]

No. For your security and privacy, your withdrawal and purchase history is only available to you.

What do I do if I forget my PIN? [back to top]

You can call the toll-free Card Holder Services number, 1-866-730-8246, to receive assistance or visit the web site.

How do I change my PIN? [back to top]

You can change your PIN by calling the toll-free Card Holder Services number 1-866-730-8246

What if my Card is lost or stolen? [back to top]

Your Hancock Bank MY PayCard provides 24-hour toll-free support. Immediately report a lost or stolen card by calling 1-866-730-8246. A replacement card will be issued and any available balance will be transferred to the new card.

Who can provide assistance if I have questions about my Hancock Bank MY PayCard? [back to top]

In addition to using the automated telephone service line and the Web site, you can get prompt answers to questions regarding your Hancock Bank MY PayCard by calling the toll-free Card Holder Services line at 1-866-730-8246 and talking to a Customer Representative 24 hours a day, 7 days a week.

What should I do if a store clerk asks me to press "debit" or "credit" when I make a purchase with my Hancock Bank MY PayCard? [back to top]

Simply select "credit" if you want to sign when making a purchase with your Hancock Bank MY PayCard. Press "debit" if you are making a PIN based purchase or if you want cash back with your purchase.

What happens if I need to return an item purchased with my Hancock Bank MY PayCard? [back to top]

Each merchant location has its own return policies and will handle the returns in the same manner as any other VISA transaction. They may credit your Hancock Bank MY PayCard, provide a cash refund, or offer store credit.

What if the purchase is denied? [back to top]

The card's available balance is probably less than the purchase amount. You may inform the merchant of the remaining balance on the card and use another form of payment to pay the difference, subject to the policy of the merchant. Also, please be aware that use of the Hancock Bank MY PayCard at some merchants - for example, restaurants and mail-order companies - requires the card have an available balance greater than the purchase amount to ensure sufficient funds for tips or incidental expenses.

Can the card ever have a negative balance? [back to top]

Normally, any authorization request that is greater than the card's available balance will be declined. However, there may be a situation when a VISA merchant puts an item through without prior authorization. In the unlikely event that a negative balance situation occurs, the amount of the negative balance will be automatically deducted from the next Payroll deposit that is made to your Hancock Bank MY PayCard.

Hancock Bank MY PayCard Fee Schedule[back to top]

Item Fee
Maintenance Fee $5.00 per month
ATM Withdrawal First 5 ATM Withdrawals per month are FREE at Hancock Bank and Whitney Bank ATMs.

Additional ATM Withdrawals at Hancock or Whitney ATMs or any non Hancock Bank or non Whitney Bank ATM Withdrawals incur $2.00 per transaction.
ATM Balance Inquiry First 5 ATM Balance Inquiries per month are FREE at Hancock Bank and Whitney Bank ATMs.

Additional ATM Balance Inquiries at Hancock or Whitney ATMs or any non Hancock Bank or non Whitney Bank ATM inquiries incur $1.00 per transaction.
POS Transaction FREE
Cash Advance $10.00
Secondary Card $5.00
Card Replacement $5.00
Overnight Replacement $20.00
Inactivity Fee After 90 Days of inactivity, $2.00 per month until the Balance is $0.00.
Online Access FREE
Automated Customer Service FREE
Live Customer Service First 5 Live Customer Service Inquires per month are FREE. Additional incur $2.00 per inquiry.



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