Frequently Asked Questions – Prepaid Card

General Questions

Download the Lemando App from Google Play or the App Store, or click the “Join Lemando” button on our website, and answer a few application questions. After you register, we will mail you your personalized Lemando Card to activate and use.

After you have completed the sign-up process, your card will typically arrive at your home in 3 to 5 business days, though it can take up to 10 business days.

You can activate your card by logging into the Lemando App or your Lemando account on our website, and follow the activation directions. You can also activate the card by calling us at 1-323-310-5040.

No. There are no fees for receiving a direct deposit on your Lemando Prepaid MasterCard.

A PIN is a four-digit code that you will need to withdraw cash from an ATM or make debit purchases at a retailer. You will be prompted to create your PIN when you activate your card. Only one PIN will be issued per card. To prevent unauthorized access to the card balance, keep your PIN confidential. We recommend that you memorize your PIN and do not write it down.

If you forget your PIN or wish to reset it, you can do so by logging into the mobile app or website and visiting the “Profile” section. You can also reset your PIN by calling us at 1-323-310-5040.

If you forget your Lemando username and password, you can provide your mobile phone number or email to receive replacement login credentials and reset your user name and password. You can also call 323-310-5040 to reset your username and password credentials over the phone.

Call Lemando immediately to report that your card is lost or stolen. We will freeze the old card that is missing, and mail you a new replacement card. You can also freeze your card in the Lemando App or website. This can help to protect you against unauthorized transactions.

If you need to dispute a transaction, please call Lemando immediately. We will send you a replacement card, and work with our fraud team to return the money that was lost due to unauthorized purchases.

No. The Lemando Card is a reloadable prepaid card.

No. We do not charge you for calls to customer service, or for using our app. Your cell phone provider may charge you for making calls to our support team, or for receiving notifications from Lemando, however we do not charge you for these services.

Yes. You can sign-up for the Lemando Card regardless of your credit history.

A direct deposit is when your employer or benefits provide loads money directly to your account instead of paying you with a check or cash. We encourage you to set up a direct deposit with your employer or benefits provider. There’s no charge for receiving a direct deposit, and it can help you avoid expensive check cashing fees.

Yes. Whether you have multiple jobs, a job and a benefits provider, or multiple benefits providers, there’s no limit on the number of direct deposits you can set up to your Lemando Card.

No. The Lemando Prepaid MasterCard does not pay interest on the funds held on your card.

Yes. You can set up a direct deposit of your tax refund onto your Lemando Card when you file your tax returns. You will need to provide your direct deposit information (available in the app or when you log into your account on our website) to the tax professional or tax service that you are using to file your return.

Check the balance on your card to ensure that you have sufficient funds to make the purchase. If you are attempting a debit transaction, make sure you have provided the correct PIN number. If the transaction is still being declined, call our customer service at 323-310-5040 and we will help correct the problem.

The information that you need to set up direct deposits is included in your new cardholder welcome materials, but is also available when you log into the Lemando app or your account on our website. If you would like to set-up a direct deposit of your paycheck from your employer, speak with someone in your employer’s payroll department. If you would like to set up a direct deposit of your government benefits, call (800) 333-1795. To set up direct deposit of your tax refund, notify the tax professional or service that is preparing your tax returns.

Please call our customer service line at 323-310-5040 as soon as you believe that an unauthorized purchase has been made on your card.

Your employer or benefits provider will simply stop depositing funds onto your Lemando Card once your employment or benefits are complete. In general, you do not need to do anything.

Yes. You can add cash to your Lemando Card at MasterCard rePower locations. You can find the rePower location that is closest to you in the Lemando App or when you log into your account on our website. We do not charge you a fee for cash reloads, but the retailer may.

The Lemando Prepaid MasterCard® is issued by Sunrise Banks, N.A., Member FDIC, pursuant to a license from MasterCard International. This is the only product that Sunrise Banks N.A. endorses. The international money transfer service and affordable loan service are administered by Lemando Inc. They are NOT Sunrise Banks N.A. products or services, nor does Sunrise Banks N.A. endorse these offers. For clarity, please see the table below:

Product(s) affiliated or endorsed by Sunrise Banks N.A. Product(s) not affiliated or endorsed by Sunrise Banks N.A.
Lemando Prepaid MasterCard® x  
International Money Transfers   x
Affordable Loans   x

Yes. The money that you load onto your Lemando Prepaid MasterCard® is FDIC-insured through Sunrise Banks N.A., member FDIC.

Yes. You are protected by MasterCard Zero Liability policy. As a MasterCard® cardholder, Zero Liability applies to your in-store, over-the-phone, online or mobile device purchase and ATM transactions. As a cardholder, you will not be responsible for unauthorized transactions if you use reasonable care in protecting your card from loss or theft and promptly inform Lemando when you know that your MasterCard is lost or stolen. Conditions and exceptions apply, please see the Cardholder Agreement for details.

Yes. We strongly encourage cardholders to set up direct deposits onto their Lemando Card, as this is a simple, convenient way to receive your salary, government benefits and other income without paying a fee. Your Lemando Card has a unique account number and routing number which can be used to create a direct deposit with employers and government agencies. We provide you with your unique account routing number when we mail you your prepaid card, but you can also find these numbers by logging into your Lemando account through our mobile app or website, clicking on the profile section, and then clicking on the Account Numbers section of the app. The account and routing numbers are clearly shown at the top of the screen.

No. You do not need to be a US citizen to enroll. We do require a verified US residential address to sign up. We also need to confirm your identity; however you can provide us with numerous different forms of ID to do this, including a Mexican matricula consular, ITIN, driver’s license, foreign passport and/or resident alien ID.

The fees to use the Lemando Card are as follows:

 

Monthly Fee: $0

ATM withdrawal Fee: $0 for first ATM withdrawal each month.

$2.50 after first ATM withdrawal each month.

International Purchases: You will be charged 2.0% of the transaction value for your purchase.

Card Replacement Fee: One free card replacement every six months on a rolling basis, $4.99 thereafter. This fee is assessed if you have already replaced your card in the previous six months.

Expedited Card Shipment Fee: $29.99. You can request expedited overnight delivery of a new or replacement card.
Credit Transactions: $0

Debit Transactions: $0

ATM Balance Inquiry: $0

Enrollment Fee: $0

Account Closing Fee: $0

No. Because this is a prepaid card, overdraft services aren’t provided. You cannot overdraft your card, and as a consequence cannot incur an overdraft fee.

We are here for you! Call, email or text us, or send us a message through our website or app. Please do not send us sensitive information such as your ID number or card number through the messaging system, email or text.

Call or text: 323-310-5040

Email: ayuda@lemando.com, help@lemando.com, hola@lemando.com

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Yes. You can load checks onto your Lemando Card using the Ingo® Money App. You can find directions for creating a profile with Ingo Money in the Lemando App or when you log into your account on our website.