Tax Refund Debit Cards – Convenient, Secure And Saving Taxpayers Money

By JB Donaldson, vice president, Strategic Card Solutions, Xerox

‘Tis the season – for taxes, that is! About 75 percent of taxpayers are expected to receive refunds this year, according to estimates from the IRS, with the average refund totaling around $3,000. And many taxpayers are anxiously awaiting their returns, earmarking the funds for things they’ve waited for all year – the badly needed new car, home improvements, or perhaps a dream vacation.Tax Refund Debit Cards – Convenient, Secure and Saving Taxpayers Money

This year, many taxpayers in Oklahoma and Virginia will be able to spend their refunds more quickly and easily because they will arrive on MasterCard-branded debit cards. These two states are the first to completely eliminate paper checks for personal tax refunds – sending them only via direct deposit or debit card and making it more convenient than ever for taxpayers to access their refunds.

Once a tax refund card is activated, the taxpayer can use it for making purchases online or at a retail store, just as they could with a regular debit card. The card can also be used to obtain cash from an ATM, a MasterCard bank or at retail locations using the “cash back” option.

The debit card, administered by Xerox, offers features that make it a secure alternative to a paper check. For example, since the card acts just like a bank account with a MasterCard bank, it’s protected by federal and state banking laws. Taxpayers also have a secure means for activating the card, through Xerox’s Go Program. On the site they verify personal identification information, like social security number and date of birth, and create a unique PIN to access the funds on the card.

To top it off, taxpayers will save money when using the tax refund debit cards.  Unlike with paper checks, there are never check-cashing or money-order fees associated with the card, so users can spend their hard-earned dollars the way they want.

Who says tax season is all “bah humbug?” With easy-to-spend refunds, it may be a little bit brighter for residents in Oklahoma and Virginia!

For general information about personal tax refund cards in Virginia and Oklahoma, you can visit You can also visit the Websites specific to Virginia and Oklahoma tax refund card programs.


JB has already decided where she’s going to spend her tax refund this year. 

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  1. Pinocchio March 8, 2013 - Reply

    Need to check the facts. State of LA was the first State last year to only offer direct deposit or prepaid cards for tax refunds. That card is issued by JPMC and is a Visa program…

  2. Lisa Henley March 8, 2013 - Reply

    Hi Pinocchio – Thank you for taking the time to read this post. You are correct that Louisiana was one of the first states to starting using a debit card for tax refunds, several states actually began using them the same year. Our blog was referencing states that eliminated checks and instead offer only direct deposit or a debit card, Louisiana by contrast continued to offer traditional paper checks in addition to debit cards. We applaud all states that offer their citizens the convenience of receiving refunds by direct deposit or debit card, thereby saving millions in paper and postage while offering a more secure method of receiving refunds.

    Below is an exert from the Louisiana Dept. of Revenue website: If I prefer to receive a paper check, rather than the MyRefund card, what should I do?
    If you prefer a paper check, you must request one from LDR, BEFORE activating the card, by calling (225) 219-0067.

  3. KashiDC March 13, 2013 - Reply

    I received the Go Program debit card for my Virginia tax refund Monday. So far, it has been useless. The card cannot be activated. Customer support is nearly non-existent – after several dozen attempts the best resolution I could get was to wait 24 hours and try again. (And do the same thing that has already failed, great support).

    The instructions say the card can be activated online (which I tried to do). Customer service insists it can only be activated by calling the toll free number. The toll free number simply tells me the card is locked (from my attempt to activate online per the instructions no doubt).

    Additionally, the instructions indicate there is no fee for a one-time transfer to your bank yet my account in the the Go Program system indicates there is a fee. Significant inconsistencies in multiple areas. Great plan Virginia, I will be sure to owe you money next year, hopefully, you will accept a check.

    So as far as convenient, secure and saving money I would have to disagree. I have wasted hours with no success, if I cannot access my refund I suppose it is true to say it is secure but I am likely out hundreds of dollars so the savings was not for me.

  4. Jennifer Griffith March 13, 2013 - Reply

    Hi KashiDC. I’m really sorry that you have been having problems with your Go Program card. We appreciate your letting us know there’s a problem so we can address it right away. You’re right that the cards can be activated either online or through the call center. I’m looking into why you’ve been having a tough time activating your card. I’ll reach out to you by email today to see how I can help you get your card activated and ready to use right away. Watch for an email from

    • jim bozarth March 24, 2016 - Reply

      I too have been through the same thing with my Oklahoma debit card. Can’t activate it, told the account is locked. Customer support no help what-so-ever if you can even understand thier broken English. Apparently my refund is safe as well because at this rate I will never gete it. Sorry system with an unseen monster to fight.

      • Gregory Pings March 24, 2016 - Reply

        Hi Jim: If you wait 24 hours, your account will be unlocked and you may reset your password using the “Forgot Password” link on the sign in page after you enter your User ID. Please note that when you choose a password you must use a new password and not one previously used. This should ensure that you have access as the system will not accept any of the previous 6 passwords used. Please let us know if this helps resolve the issue.

  5. KashiDC March 13, 2013 - Reply

    Jen – thanks for the speedy response and immediate resolution.

  6. Dot Greenwall March 14, 2013 - Reply

    My question, I cannot find a line to put a pin no. on. Ive been searching and going over the pages, I just cannot find information about a pin number. Its been very frustrating. The phone contact was useless.Dot

  7. Jennifer Griffith March 14, 2013 - Reply

    Dot, we’re sorry that you’re having difficulty activating your card.

    When you’re requested to enter a PIN, you will enter a four-digit numeric code of your choosing. A PIN is not pre-assigned to your card.

    If you’re using the toll-free phone number to activate your card, the automated prompts will direct you when to enter the PIN of your choice.

    If you’re using the secure web portal, after login you will see a link for “services”, then “PIN management”. You will be prompted to enter the CVV (the 3-digit code on the back of the card) for authentication, and then you’ll be prompted to enter a PIN of your choosing.

    I hope that helps. Let us know how you make out!

  8. John F Fishel March 16, 2013 - Reply

    Can I make a deposit at any Wells Fargo bank

  9. Jennifer Griffith March 18, 2013 - Reply

    John, I’m not clear about your question. We’ll reach out to you by email to try to help. You also can visit for information.

  10. Julius March 22, 2013 - Reply

    If I make an online purchase using this card, and have to make some subsequent returns, will the store be able to return the funds to my card (as any normal debit card)?

  11. Jennifer Griffith March 25, 2013 - Reply

    Yes, Julius. It works like any other debit card in that regard.

  12. AKalber March 26, 2013 - Reply

    When I try to Log In to my Go Program Account, it says that my account is locked due to too many Invalid Log In attempts. How do I fix this?? I didn’t realize one of my keys was not working properly!!

    I agree the call center is no help. They told us the Card people have nothing to do with the website.

    It’s not user friendly in the slightest.

  13. Jennifer Griffith March 26, 2013 - Reply

    Alex, we’re sorry that you’re having difficulty logging into your account.

    If you have entered an incorrect password more than 3 times today, you will be locked out of the portal until the lock is released at midnight. If you need to have your password reset, you can use the “forgot password” link on the page.

    I hope that helps. Let us know how you make out!

    • Alyssa April 3, 2014 - Reply

      The website is still showing the account is locked, which has been the case for 3 days. The account did not unlock at midnight. Is there any other way to unlock the account?

      • gregpings April 7, 2014 - Reply

        Hi Alyssa. We’re sorry you’re having a problem with your account. To unlock a Virginia personal tax refund debit card account, please call 1-855-409-0580. Thank you!

  14. Richard March 29, 2013 - Reply

    Several issues trying to get a PIN. 1) my email address is one character longer than the input field allows. 2) Not realizing that my address was not fully being accepted, I have made many attempts to set up an account with different passwords. At this point I do not know what information I have input is deemed as valid within the login process. Questions: Can my login information all be cleared so that I can start from the beginning by using a shorter email address and hopefully get through this process? If so, can you arrange it? If not, what must I do to achieve card activation. The toll free customer assistance number requires me to provide a PIN number which I have not been able to get yet online. At this point, I am stuck in limbo. Thanks.

  15. Edie Osterman March 29, 2013 - Reply

    We’re sorry you’ve had difficulty selecting a PIN and creating an account on the website.

    Your login information has been locked due to multiple attempts and the lock is released automatically at midnight tonight. We have the account lock feature in place to protect users from fraudulent attempts to access accounts, so we cannot release the lock earlier than that.

    If you call the customer assistance number, you can select a PIN yourself. If you select a PIN (pick your own 4 digit code) it activates your card.

    I hope that helps. Let us know how this works out.

  16. Laurie Connolly April 5, 2013 - Reply

    Arrrggggggh. “Saving Taxpayers Money”? More like, “Making the State Money off Taxpayers Who Don’t Hurry Up and Spend Their Tax Refund.”

    Dismayed, I am.

    I asked to have last year’s Oklahoma state tax refund direct deposited; instead, I was issued a debit card … which never seemed to work when I tried to use it at a store. I figured it was a cashier problem. Again, and again, and again in different stores. Finally, a friendly cashier suggested I go online to try to figure it out.

    I kept putting off going online but, finally, I did today (yes, a year later) — and my account # + 3-digit security code weren’t recognized. Apparently, the entire balance was eaten up by monthly inactivity fees.

    Okay, so it was less than $20. But it was MY $20.

    No wonder the shift to debit cards is saving the state money; it MAKES money off of us who don’t immediately dump it back into the economy.


  17. Teri Rietfort April 9, 2013 - Reply

    Hi Laurie,

    We’re sorry that some of your card balance was depleted by inactivity fees. I’m sure that’s frustrating. The way the tax refund card works is that $1.50 per month is charged after a card has been inactive for more than sixty days. The informational materials that came with your card describe those guidelines.

    I’ll send you a private email with the name of someone from Oklahoma Tax Commission whom you can contact if you have questions about why you received a debit card rather than direct deposit.

  18. Laurie Connolly April 10, 2013 - Reply


  19. Betty Hunter-Clapp April 23, 2013 - Reply

    I’ve wasted an hour on-line following instructions to activate my Virginia tax Refund “Way 2Go Card” . Acutely disappointed that my state would not provide the site to handle the activation effectively. Boo-hiss! Will try the telephone and hope for a sane transaction! Not proud of you, my beloved Virginia!

  20. Jennifer Wasmer, Xerox April 24, 2013 - Reply

    Hi Betty. We’re sorry you had a difficult time with the online activation system. We’ll provide that feedback to our Web team. Thanks for letting us know.

  21. Che Mc May 10, 2013 - Reply

    I’m having the same problem as reported my KashiDC. I’ve attempted to contact customerservice via phone..However, there isnt a live person or the option to have my account unlock. Can someone from Xero help me! this is really starting to frustrate me. I just want my damn money, so i can transfer it to my bank!

    A McEVilley

  22. Edie Osterman May 10, 2013 - Reply

    Hi CheMc, We’re sorry you’re having issues with your account. We just checked, and it seems that your card has been activated. If that’s the case, you can transfer the funds at any time either using the call center or the website. Simply follow the directions in either location and your funds can be transferred to your bank account. I hope this helps.

  23. marypaula olert May 21, 2013 - Reply

    I finally got my card activated yesterday and it says balance is $2 IRS says I am owed 150?????

  24. Edie Osterman May 23, 2013 - Reply

    Hi MaryPaula, We’re sorry you’ve had trouble with your account. I will reach out to you directly to provide you with information.

  25. Andrea G May 28, 2013 - Reply

    help me please my goprograms account has been locked since sunday. dont know what to do.

  26. Edie Osterman May 28, 2013 - Reply

    Hi Andrea, Sorry you’re having a problem. Have called the Way2Go program’s contact center? The number is on the back of your card. One of our representatives can review your account with you and determine what is causing the problem. Let us know how you make out.

  27. Kevin May 29, 2013 - Reply

    Registered the card today. Tried to do phone transfer of full balance to bank. Way2Go would not process stating insufficient funds. There is not supposed to be any charge for registration and one balance transfer. What is the deal?

  28. Edie Osterman May 31, 2013 - Reply

    Hi Kevin, Are you still having difficulty with your card? You are correct that there is no charge for activating your card and there is one free bank transfer per deposit. I will reach out to you directly to determine what happened with your account.

  29. Bailey June 11, 2013 - Reply

    I haven’t been able to get into my account for a year now. I completely forgot about the card when I gave up. The call center isn’t helping me at all – I can’t even reach a representative. What do I do?

  30. Teri Rietfort June 12, 2013 - Reply

    So sorry you’ve had a hard time with your card. Please call our toll free number 1-888-929-2460 to talk to a customer service representative who can assist you.

  31. james capers June 15, 2013 - Reply

    Can I have my payroll deposit to this card also in using it that way?

  32. Jennifer Wasmer, Xerox June 17, 2013 - Reply

    Hi James. Thanks for your interest, but, no, the personal tax refund card is not for use with payroll.

    • Zack Lloyd March 25, 2015 - Reply

      I am also curious, somewhat about this….
      Is there any way to add funds to the card besides the tax refund??

      • Gregory Pings March 25, 2015 - Reply

        Zack: Thanks for your question. The VA Way2Go tax refund debit card is a non-reloadable card. Funds cannot be added to it after the initial deposit.



        • Zack Lloyd March 25, 2015 - Reply


  33. Richard July 10, 2013 - Reply

    The card activation went fine and the balance was correct. However, when I tried to use my card for an online purchase (at Advance Auto Parts) the card was denied. How do I use it for online purchases?

  34. Edie Osterman July 10, 2013 - Reply

    Hi Richard,
    Your tax refund card works just like a regular MasterCard, so it can be used for online purchases. Maybe the hiccup was on the seller’s end. Is it worth retrying?

  35. Mary Walker August 19, 2013 - Reply

    When I try to go to the, I receive an error notice that this website is not active. Have you dismantled the website?

  36. Jennifer Wasmer August 20, 2013 - Reply

    Hi Mary. Sorry you were having trouble wiht the link, but it does seem to be working. Please try again. Thanks!

  37. Mona Asiner October 18, 2013 - Reply

    I have tried for hours on Va way to go debit card website, their customer service number, and MasterCard customer service number, and have yet to find an answer to following question: address of any bank that will allow me to cash out this card [within 40 miles of Alexandria, VA].

  38. Edie Osterman October 21, 2013 - Reply

    Hi Mona, If you go to the following link:, you should be able to locate a bank from the list of ATM locations. I hope this helps.


  39. Frustrated October 26, 2013 - Reply

    The company that services this Way2Go debit card I received as my Virginia tax refund has clearly implemented procedures that lead to problems and subsequent confusion with the goal of incurring fees.

    Stories to back up this assertion are all over the internet. I also have my own story. I attempted a one time transfer to a bank using their automated system. This was my first attempt. When I selected the amount of my refund to process, it said there were insufficient funds. I tried to find an option to get help from a live representative but nothing was available and I was disconnected by the system. This seemed odd to me. One would think that a menu option would be available to speak to a representative in this instance. I called back and selected some other option and somehow found someone alive to help me. She told me that I must use the automated system to do a transfer and I must leave $2 on the card. I explained that the paperwork I received from Virginia directly refuted this and a one time transfer was supposed to be free but she continued to repeat herself. I asked to speak to a supervisor but was hung up on.

    This specific issue was addressed by a Virgina Department of Taxation spokesperson but clearly, Xerox did not get the memo.

    Hey Virginia, you need to stop doing business with Xerox. They’re fleecing your constituents.

  40. Jennifer Wasmer, Xerox October 28, 2013 - Reply

    Dear Frustrated,

    I’m sorry that you ran into a problem with your Virginia Way2Go card. You’re right – cardholders have the ability to make one transfer of funds to their own bank account at no charge. And there are additional no-fee options for the program’s various services.

    If you’d be so kind as to provide your contact information, including your name, we can try to help you sort this out. In the early days of the program, less than two dozen customers ran into a similar problem, which we fully rectified at that time. Our records show no recurrence of this issue since April 2013, but perhaps you can shed light on this.

    Thank you,


  41. Navnit Patel November 15, 2013 - Reply

    Can’t log back on, LOCKED OUT, username automatically goes all capital letters even though site said to use combination of uppercase/lowercase, etc…. no way to contact anyone from the site!!???? Tried calling customer service… is anyone ALIVE on the other end?? How the hell do I UNLOCK my account????? Just give me the OPTIONS I have to punch on my phone to get to someone LIVE….using the same number on the back of my card.

    • kenericson November 15, 2013 - Reply

      Hi Navnit, We had our team look up your account and it is not locked. Sorry that you had some difficulty accessing the site and that you had trouble with navigating the call center menus. It appears that you’ve gotten this figured out.

  42. Melissa Reason December 29, 2013 - Reply

    I have my card for unemployment benefits from Georgia. I received a call on 12-26-13 that my card was one of the ones that the information was stolen from Target and my ability to use my card was going to limited. I tried to use my card the next day and it was declined. I travel from Georgia to Florida frequently. I have tried for 2 days to get a live person on the phone to find out if my card can be restored so that I may use it for more than limited transactions or if I need a new card issued all together. Any help would be appreciated. This is very frustrating.

    • kenericson December 30, 2013 - Reply

      Hello Melissa: We are monitoring the situation, and if your card was affected the actions might have been taken for your protection. You should receive a paper notification from Target or you can call Target directly. The company has set up a website and a phone line 866-852-8680 to answer questions.

  43. Cody January 3, 2014 - Reply

    I tried the forgot the password link put it didn’t work or my cell phone or home and work computers. It goes back to the main page and states error icon Either your user id or password was entered incorrectly. Please try again.

    According to the gadol website I have a deposit posted but when I called the card it states the balance is zero. I stuck out of gas with no ability to get a live person on the help line. I hate this card. I wish I still got a paper check.

    • kenericson January 3, 2014 - Reply

      Hi Cody, someone from our team will be reaching out to assist.

      Ken Ericson

  44. steph91 February 15, 2014 - Reply

    I have been having issues with my card as well. It has locked n said that my pin is locked. I can’t get to a representative when I call the number on the back of my card. I also tried going online and it says there is not a customer that matches the info I submitted. Neither option is recognizing my social and zip code. any help will he appreciated.

  45. Edie Osterman February 17, 2014 - Reply

    Sorry you are having trouble with your card. If your PIN has been locked, it may have been entered incorrectly. PINs are unlocked at midnight every day. You can also always select a new PIN, but you will have to verify some additional personal information to do that since we want to make sure your funds are protected. If you need more help, please call the number on the back of your card again.

  46. I dont want that card February 19, 2014 - Reply

    I would like to know if anyone is from the state of Oklahoma that has had their refund processed in the last two weeks has gotten their way2go refund card yet? And if so how long did it take to get from the time the state said your refund had been processed to receiving the card in your mail? I did not want to get this card but my tax prepare did not put my bank account on my tax paperwork.

    • Jennifer Wasmer February 20, 2014 - Reply

      The mailing time for tax refund cards is 7 to 10 days. That can vary if there is a USPS holiday or weather-related delay. If you’re from Oklahoma and don’t receive your card within two weeks after your refund was processed, you can check its status by calling the number on the back of your old card, or 1-888-929-2460.

  47. Susan Brand April 10, 2014 - Reply

    I have entered the information that I was told to to activate. Our card but I put it in to many times and now I can’t get ahold of anyone to fix it. Now what do I do?

    • Jennifer Wasmer April 11, 2014 - Reply

      Hi Susan. I’m sorry you were having trouble with your card. Please try again today. Accounts usually unlock at midnight, so you should be able to get into your account today. If not, please call the customer service number on the back of your card. The call center is available 24/7. Thank you!

  48. Dave April 19, 2014 - Reply

    The Virginia Tax Refund Way2Go Card is a scam! I called the Customer Service line because the card would not work anywhere, even though I had a PIN…the register never asked for it! Then the 2nd level agent pretended she couldn’t hear me and hung up. Now I have to call a second time that there may be fees for!!! It’s a SCAM!!! I want a check!!

    • kenericson April 21, 2014 - Reply

      Hi Dave, Sorry for the trouble you had. You’re allowed 5 free calls to customer service per month. Please do try to call again so we can help resolve your issue. To change the delivery method of your refund for future tax years, please contact the Virginia Department of Taxation at: or (804) 367-8031. Thank you.

  49. johnny April 25, 2014 - Reply

    1) Tried paying with the Go Card: declined.
    2) Tried doing a bank transfer: Invalid amount.

    What exactly was VA thinking going with this godawful program? I’m going to my actual bank and having them run the entire balance as a charge to see if I can FINALLY get my money.

    VA voters, make sure you write your state reps to abolish this program next year!

    • Jennifer Wasmer April 28, 2014 - Reply

      Hi Johnny, I’m sorry you’re having trouble with your tax refund card. In case you haven’t already done so, please do call the customer service number on the back of your card so someone can help you figure out what’s going on and try to solve the issue. As you probably know, you are allowed one transfer of funds from the card to a consumer bank account in the U.S. at no charge. I hope that helps. Jennifer

  50. Earl April 28, 2014 - Reply

    Like everyone else I found this program impossible to use. The phone number just custs you off; I have received messages that no such account exists, etc. It is just $29.00 I am trying to get and I will not leave it with the State. If this is the new way for the State to make money; they should be forced to find another way. As to XEROX funning this program; you need to concentrate on copiers. I have o respect for your company at this time. The fact there is no live operator ont he only phone number is unacceptable. I spend over 2 hours trying to resolve this problem. I think it is is set up now and hopefully I can use this money quickly in one credit transaction. Because it never gave me the option to set a PIN. I feel sorry for the seniors who may be trying to do this and will probably never get to their money. I am writing to the State legislators to ask that they put a stop to this conract with Xerox and make the state refund the money so that it is returned to the people and not kept by the state.

  51. Nate May 5, 2014 - Reply

    Is there a way to add a card to an existing goprogram account or do you have to set up an account each year? I called the customer service number and after a couple of try was able to get through to an live person. However she couldn’t help, but she said that someone contact me. That was 5 days ago, so I am guessing I will not be hearing from anyone.

    • Jennifer Wasmer May 5, 2014 - Reply

      Hi Nate, Thanks for your question. It seems like you want to combine your refund from 2012 with your refund from 2013 on one card. The system requires that a separate account be set up each year, so I’m afraid that isn’t possible. Please let us know if we’ve misunderstood your question. Thanks again. Jennifer

      • Nate May 5, 2014 - Reply

        I am not sure that answers my question. I don’t want to combine my refunds on to one card. My 2012 card is empty, but I created an account and user ID on the website for the 2012 card. I want to add my 2013 card to that account. If your answer is that every year you must create a new account and user id for the website I don’t understand why. After 10 years you would have 10 account and user IDs, that would make no sense.

  52. Ahra May 22, 2014 - Reply

    Hi, I’m having a same problem with “KashiDC” , I don’t know why I can’t activate the card it’s the Go Program debit card for my Virginia tax refund. I called more than 10 times to get support from Customer service but there is nothing I can do.The voice is just saying that it’s locked .
    I tried everything I can do, I went to the website, but it didn’t work as well. I didn’t put the wrong numbers. I don’t know what should I do right now… Please help me to activate my card,,

    • Ken Ericson May 23, 2014 - Reply

      Hi Ahra. I’m really sorry that you have been having problems with your Go Program card. One of our customer service representatives will reach out to you by email to assist you. Watch for an email from

      Ken Ericson

  53. a June 19, 2014 - Reply

    After I originally commented I appear to
    have clicked the -Notify me when new comments are added- checkbox and now whenever a comment is added I get four emails with the same comment.
    Is there an easy method you can remove me from
    that service? Thanks!

    • gregpings June 20, 2014 - Reply

      Sorry that you’re having trouble with the blog’s email notification. We checked, but we could not find the email address that you provided. I tried to contact you via the email that appeared with your message, but it bounced back as un-deliverable.

      It appears that your original comment was linked to a different email address — please respond from that address, we’ll be able to pull it out.


      Gregory Pings

  54. The Family Of Man July 27, 2014 - Reply

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  55. Kristina Sviretsova August 29, 2014 - Reply

    I am also having problems activating my Virginia Tax Refund card.
    I tried on the website of GoProgram but it just can’t log me into the account I tried to create, so I called on the phone number provided. I activated my card, but when I tried to withdraw money a message on the ATM said “invalid account/transaction/. I suppose that my card was not even activated after I had followed the instructions on the toll-free number. I contacted the customer service but they couldn’t help me since the address I am giving them is wrong. I don’t know what address they have since the card was not issued by me. Now they want me to send a fax with my personal information, including social security number or birth certificate, but I am not sure if this is secure.

    • Gregory Pings September 2, 2014 - Reply

      Hi Kristina. Sorry you’re having trouble with your debit card. I forwarded your question to one of our experts, and here’s her advice:

      It does sound like there may have been a problem during the card pinning process. You have a couple of options at this point. You can contact the Commonwealth of Virginia Dept of Taxation and confirm which address they used to set up the account, then call customer service back and give them that information. They will then be able to assist with pinning the card. The second option is to fax the information requested to customer service. When you provided an address that was different than the one that is on file, it sent up a fraud alert. To ensure we are providing information to the actual cardholder, we request the additional validating information. It is very secure, as we take each cardholders’ privacy very seriously. I hope this is helpful information for you.

      • Kristina Sviretsova September 30, 2014 - Reply

        Hello! Well I contacted the customer service, updated my address and received a new card, which once again is not working. I received an e-mail that the card was successfully activated, but when trying to withdraw money I only get the message “invalid transaction”. I really have hard time trying to take my money back, like it’s not enough I already paid almost 100 $ for international calls regarding the card and still the problem is not solved.

        • Gregory Pings September 30, 2014 - Reply

          Hi Kristina: I am very sorry you’re having trouble accessing your funds. I contacted one of our experts (Jennifer) who has confirmed that your card activation was successful. Jennifer will contact you via the email address you used to post your comment, and she will ask you some questions so that she can understand where you are attempting to make the transactions. She believes she can suggest alternate methods of accessing your funds.

          Look for an email from “ACSAdmin Austin” or “”

          • Kristina Sviretsova October 7, 2014 -

            Hi! It would be great if she contacts me (I still haven’t gotten any e-mail).
            Thank you!

          • Gregory Pings October 8, 2014 -

            Kristina: Jennifer says she sent the email Oct. 1. Did you check your spam folders and junk mail folders? The email should be from “ACSAdmin Austin” or “”

  56. Jackairdale September 25, 2014 - Reply

    Received Way2Go card from Virginia today — I would say Xerox and state of VA have a way 2 go. This card is the most aggravating thing I have come across in a long time. Could not easily activate over the phone — of course, there are charges if you call > 5 times so if you don’t succeed on first several attempts, you’ll be paying out of your own funds to get your refund. Did finally manage to activate one of my cards after 3-4 calls. Completely frustrating, So, tried the website to xfer funds and finally got through to I entered user/password and met all user/password requirements and the log on screen continually challenged my entries. Finally did get in after multiple combinations of user name/password and tried to xfer my meager refund to my checking account. As soon as I hit “submit,” the program froze and I now get “webpage cannot be displayed” even though I rebooted my computer. Guess I will try again later and hope I don’t get charged.

    Way 2 Go Virginia — my effort has not been worth my refund.

    (Sorry to be snide but I have been at this for two days now)

    • Jennifer Wasmer September 30, 2014 - Reply

      Hi Jackairdale. We’re sorry you’ve run into problems with the Go card. We will be happy to work with you so you can complete the transfer to your bank. Thanks for your patience!

  57. Cerissa October 15, 2014 - Reply

    This card is a joke. My husband took it to the bank multiple times to “cash out” then deposit in our bank but to no avail. He activated it prior and knew the exact balance. Tried twice without success. I had to call the USELESS hotline number that it is nearly impossible how to figure out how to speak to another HUMAN BEING, and gave up. I called the Oklahoma Tax Commission who said to try again, but this time when giving the “exact balance”, subtract 0.75 as a fee. How does this make ANY sense??? I don’t have time to go to the bank again…. So I called the hotline again, waited forever and somehow by an act of God, I actually FINALLY got a human being, who was useless. He was unable to tell me what the problem was, but I was transferred (thank GOD) to someone in the finance department who told me the exact balances and to try again (however, after many months of frustration, the “inactivation” fees are adding up. What is the purpose of these fees anyway? You’re penalized because you aren’t using the card? You get more fees if you use it, too. Amazing!!! Genius plan by the government. It’s a total crock.) This card has been so frustrating, I just want to pull my hair out. I finally was able to transfer one card’s balance to my checking account, after OF COURSE, subtracting the fee from the balance total amount. I have a postgraduate degree. I don’t know how “average” IQ people and elderly people who are not so technically advanced know how to do these things. They probably just don’t realize they’re being scammed. The card issued last year (yes, that is how long this drama has lasted!!) is now locked because of too many failed attempts entering my CORRECT SSN and correct billing zipcode. Thanks, Way2Go! You suck…. But hopefully my account will automatically unlock at midnight like it says above, but I’m not holding my breath. Seems I’m one of MANY with multiple issues with a failed system. Frustrated also that your site isn’t more user friendly. Might want to get some engineers that know something about programming. If you enter one thing “incorrectly”, it wipes the whole page where you have to manually input all of it again. It’s not advanced programming by any means to have a site that isn’t so ludicrous to navigate. And also, why are users not able to associate multiple cards to the same username? I had to create separate accounts for each card. Ridiculous! Rant over.

    • Gregory Pings November 4, 2014 - Reply

      We’re sorry that you’ve run into problems with the card. It sounds frustrating. The way the tax refund card works is that $1.50 per month is charged after a card has been inactive for more than sixty days. The informational materials that came with your card describe those guidelines. We’ll send you a private email with the name of someone from Oklahoma Tax Commission whom you can contact if you have questions about why you received a debit card rather than direct deposit.

  58. John November 3, 2014 - Reply

    To Xerox:

    I hope you are enjoying spending my tax refund. Since it obviously now belongs to you and not me.

    The Way2Go Card is the biggest scam I have encountered in many a year. I was owed a tax refund from the State of Oklahoma. Tried using the Way2Go Card about ten times, and it was declined every single time. It cannot be activated. It cannot be used for purchases at any merchants or vendors. I cannot even buy a pack up gum with it. It is a piece of plastic that says “Way2Go Card”. That is all it is.


    The card activation process does not work. Xerox knows about this. See above. But they play it off as it all being the recipient’s problem and not theirs.

    I have called Way2Go customer service, and was placed on hold for about 15 minutes. When a human being finally answered, she told me to go use the card like a MasterCard. Oh yeah, great advice. Except for the fact that I already told her the card does not work. I asked to be transferred to someone who can actually help me. She put me onto hold for an interminable amount of time. I finally put the phone down and left it on speaker, and came back 2 hours later. I was still on hold!!!

    I hung up and then called the State of Oklahoma Tax Commission. I got a snarky lady who told me that the state legislature had voted on this and if you don’t like it, go write them. Like that is going to solve my problem!

    Way2Go Card steals $1.50 from your card for every month, beginning 60 days after you receive it, because you are not using it even though it shows it’s valid until 2016! Is that fair? They should be paying me $1.50 for ever month that they keep my money while preventing me from using it.

    XEROX, I hope you have fun with my tax refund. Don’t spend it all in one place? Maybe take your CEO out for lunch with it, and give him some of the feedback on this message board.

    I used to think highly of your company, but you have become a money grubbing charlatan. It’s really sad to see what’s become of this one respectable and iconic American brand.

    And to the State of Oklahoma and any State stupid enough to implement the Way2Go Card: I hope that citizens never ever overpay on their taxes because you and your partner in crime are scamming them out of the refunds they justly deserve.


    • Gregory Pings November 4, 2014 - Reply

      Dear John: We’re sincerely sorry that you have been having so much difficulty with the Way2Go card, but we’re sure we can assist you. Our project manager will reach out to you directly via email to set up a time to talk. He’ll work with you to get this resolved. We do apologize for the trouble you’ve had with the card, and we look forward to working with you to get it right. Thank you.

      • John November 10, 2014 - Reply

        Dear Gregory,

        Your reply was nothing but another empty promise. I waited one week for your project manager to reach out to me. He never did. I checked all of my spam folders as well. I received the email that notified me of your reply above, so the problem is definitely not on my end. There was never any message from Xerox or any of your affiliates about this matter. Your company’s mismanagement of the tax refund process has been so awful, I’ve decided to either mail my WAY2GO Card back to the Oklahoma Tax Commission and tell them to keep whatever money if they are even able to get off of it – or simply destroy the card. Destroying the card would be symbolic of the way your company has destroyed my faith in Xerox as well as the Oklahoma Tax Commission. I’m saddened to see how low the standards of fairness and decency have fallen in our country and this matter is a shining example. Words cannot convey my level of disappointment. If there was a way to direct my tax refund to the poor or to some charity I would gladly have done that, which would have left me feeling better that knowing I was forced to donate my tax refund to XEROX corporation. You should all be ashamed.


        • Gregory Pings November 10, 2014 - Reply


          The project manager sent you an email last Monday. We don’t know why you didn’t receive it, but he will write to you again today. Please look for an email from an address.



        • Gregory Pings November 11, 2014 - Reply

          John: The problem with the email is troubling. Please send me your phone number, the best time of day to call, and your time zone. (This information will not be published.) I will pass your number to our project manager.


  59. John A November 28, 2014 - Reply

    I receive a Go Card from Virginia. I tried creating an account on the website indicated. It said it had no record for me. I called the number on the paper that came with the card and tried to enter in my information twice, to no avail. Please resolve this issue so I can withdraw my tax refund.

    • Gregory Pings December 3, 2014 - Reply

      I am sorry that you are having trouble registering your card at We have sent further instructions to your email address and hope these will be helpful. The email will come from “” The subject line on the email will read: “From Xerox: Your Go Card Registration.”

  60. Karleph January 16, 2015 - Reply

    Good morning.

    I am really delighted to have been aware of your website, it is very
    favorable for the great and well-being and development in my region
    and my country.

    Currently I am the representative of certain structures and
    organizations,already 2008 and it’s going well.

    I also would like to become your Representative in Gabon or Central
    Africa(as for example Programme Officer Gabon ). If yes, what are the
    conditions and procedures for installing a branch(or become your
    Representative online here ) and what are my benefits?

    Best regards

    Bien cordialement,
    Karl Elvis NSUMBU MBA,
    Apporteur d’Affaires USFIA,,Auriga en zone CEMAC&Spécialiste en Monétique

  61. KeeSig February 15, 2015 - Reply

    I am having same problem with everyone else. Re: my VA refund. I cannot activate it phone/online and it’s locked now with all correct information. Please help me. This almost seems like a scam. And how da hell do you get to a LIVE HUMAN BEING? i keep getting hung up on. what is the option number on the toll free number to get to a person?? tried every combination can’t get to him/her. I WANNA GET MY REFUND! SO FRUSTRATED!

    • Gregory Pings February 16, 2015 - Reply

      To KeeSig:

      We are sorry you are having trouble activating your card. In some instances, the validation information we have on file does not match what the cardholder is using. It may be beneficial to contact the state agency to confirm that all information is correct, especially date of birth. If your online account is locked due to too many attempts, it will reset itself in 24 hours. We hope this information is helpful.

  62. Sara N March 10, 2015 - Reply

    I received a Go Card in Virginia for my tax refund. I tried creating an account on the website but it said it had no record for me. I called the number on the paper that came with the card and tried to enter in my information twice, but got the same results. Please solve this issue so I can receive my tax refund.

    • Gregory Pings March 11, 2015 - Reply

      Sara: We are sorry you are having difficulty with the website. A Xerox account manager will send an email to the address that you provided. The subject line: Virginia Tax Refund debit card.

      Best regards,


  63. fatema March 13, 2015 - Reply

    My card has been temporarily locked for multiple attempts to log in. I dont understand why am i getting this error message? I can log in fine but i really need to transfer my refund but it wont let me. It has been like this since 3 days. I called the customer service number and the automated message says the same thing. WHAT SHOULD I DO????

  64. Chris P March 18, 2015 - Reply

    Fatema: We are sorry you are having difficulty with your debit card account. It is not clear from the email address you provided if you are able to log into your account or if your account is locked. Locking the account is a safety measure designed to protect your account if a login is unsuccessful more than 3 times. The account should unlock after 24 hours. Your email address does not indicate what message you received when you tried to transfer your funds. If you have been unsuccessful making the transfer via the website or the IVR, you might consider making a withdrawal at a teller, then depositing the funds into your account. To make the teller withdrawal without incurring any fees, please make sure you know the exact amount in your account before going to the bank. Be sure you are making the withdrawal at a MasterCard Member Bank or Credit Union. If you need to find one, please visit
    You are entitled to one fee-free teller withdrawal at a member bank. One you have successfully withdrawn the money, you can re-deposit it into the desired account. We hope this information is helpful.


  65. Eric March 19, 2015 - Reply

    Really confused about the website:

    Whenever I try to create an account, it takes my information, spits it out somewhere, and then takes me back to the login page. When I try to log in with my credentials, there is a claim that there is no account associated with the password and username.

    I have already activated the card, but at this point, I am kind of wondering if entering my credentials into the site has opened me up to getting my identity stolen since, you know, the website does not seem to be directing me anywhere but back to its main page.

    Reading over the comments on this page, I know that I am not the only one who has been confused by an issue similar to this. Since all of the advice given is largely given in private, the posts have largely been unhelpful in informing me of what was actually done to solve the problem, if anything.

    • Gregory Pings March 20, 2015 - Reply


      I’m sorry to hear that you’ve had trouble with your debit card. I understand that someone has contacted you and identified the problem. I hope you do something fun with your money!



      • Eric March 20, 2015 - Reply

        Well, for the record, as it is now, the problem itself has not been identified, though I have been contacted via e-mail.

  66. Hank March 20, 2015 - Reply

    This system is garbage!!!
    Way to go Uncommonwealth…
    I hope the people who got my tax dollars have as hard a time getting their Food Stamps, oh wait they dont…. I will report the assbackwards system to news media that matters and will put this out for Americans to read. Way to encourage people to spend their money on “something fun” instead of paying off debt or investing it (so lame to think about)…. Im sure this will be taken off of the site due to insensitive comments and saying WAKE UP AMERICA

  67. Sheila Irons March 23, 2015 - Reply

    I received a Way2Go card for my Oklahoma refund. I activated it successfully, and then attempted to transfer all of the funds to my savings account. Unfortunately, I noticed after finishing the transaction that I had entered my savings account number incorrectly (leaving out one number). I am wondering what I can expect to happen. I have tried the phone number on the card, but no matter what I do, I can’t reach a human being. The error was mine. I think the debit card is a good idea. I just wonder what will happen due to my blunder.

    • Gregory Pings March 24, 2015 - Reply


      I sent your message to some folks in the group that runs the program. I am told that it generally takes a few days to determine if your bank accepts or rejects the funds transfer. Please let us know whether or not your transaction went through; I imagine you’ll know by Wednesday morning.



  68. Maheshgir Gosai March 27, 2015 - Reply

    I just received a goprogram mastercard for state tax refund from virginia, and I can’t activate it. I have tried online, and by phone and it says it has no records of me. Please help.

    • Gregory Pings March 31, 2015 - Reply

      Maheshgir: Chris responded to your query is in the comment below. I hope this helps.


  69. Chris March 31, 2015 - Reply

    I’m sorry you are having trouble pinning your card. I was able to pull up your account and verify that we have your information. Since you were unable to activate your account either online or via the interactive voice response system, there may be mis-match between the information you are entering and the information we have on file. Our customer service representatives will not be able to assist unless we are able to validate your identity. Please contact the Commonwealth at 804-367-8037 to confirm the information they have on file is the same as the information you are using to activate your account. Once you have done that, please try to activate your account again.


  70. sharyn stum April 30, 2015 - Reply

    we have received this notice two years in a row and i have no idea what it is about. it says to respond by date on letter ( 4-17-2015) but it also has last years date on. i am confused. have no idea what this is. i did try to contact last year with no results. please clarify by e-mail. says we are holders of Pa debit master card. son’t think so.

    • Gregory Pings May 1, 2015 - Reply

      Sharyn: I’m very sorry for the confusion. The letter you reference is one required to be sent under the Commonwealth Unclaimed Property Law. The letter was sent to any person who at one time received a Pennsylvania Department of Labor & Industry Unemployment Insurance, or State Workers Indemnity Fund cash payment through a prepaid debit card, and some amount of those funds remain on the card unclaimed. Someone from our business unit will contact you at the email address that you provided. Please look for an email from someone with an email address; with the subject line, “Your PA Debit Card.” If you have any used funds, our people will help you access them.All the best,Greg

  71. Hailey May 4, 2015 - Reply


    My husband and I received a refund card through the State of OK for our tax refund. I went online and registered our card and did a funds transfer to our checking account. How long will it take for the money to show up in our checking account?


    • Gregory Pings May 4, 2015 - Reply

      Hailey: The funds transfer should take 2 to 3 business days.Cheers,Greg

  72. Tom Lovejoy May 13, 2015 - Reply

    Terrible time activating online…then tried to use card and it wouldn’t work!…called to activate again….will see how it goes……….spent 45 min’s of my time so far on this problem!

    • Gregory Pings May 18, 2015 - Reply

      To Tom Lovejoy: We are sorry you had a difficult time activating your card. Based on the information that you provided in your comment form, we see that you have successfully activated your card. Please let us know if you need any further assistance.

  73. Christa May 14, 2015 - Reply

    So, if I withdraw my whole amount from the card and the free for such a withdraw is more than the remainder on the card, does it some how charge me in another method? If I am held responsible for the negative balance, would the negative balance build over the time I don’t pay it? Would I be notified? Would it show up on my next taxes?

    • Gregory Pings May 18, 2015 - Reply

      Christa: Thank you for writing. Here’s what I found out for you:

      For the Oklahoma Way2Go Card, you may do one free teller withdrawal for the entire amount of the value on the card up to the limit that a bank will conduct MasterCard transactions. The maximum is generally $5,000 per day, but check with your bank because the maximum can vary from bank to bank. After the first teller withdrawal, each additional teller withdrawal will incur a $2 fee. You must take this fee into account. For instance, if you have $100 left on your card, you should request a $98 transaction since the system will charge $2 for the additional teller withdrawal. In this example, if you attempt to withdraw $100, the transaction will be declined, but the $2 fee will still be applied.

      Once your balance hits zero, no more fees will be applied because this is a single-use card. More information is available at

  74. Natalie Martin May 31, 2015 - Reply

    I received my card for my Virginia State Tax Refund last week. I tried to activate it via phone and it says that the information (last four of social, date of birth, etc) do not match any of the records on file. Then it locked me out.
    I tried to activate my card on the website and it said the same thing.

    Can you please advise?
    Thank you.

    • Gregory Pings June 1, 2015 - Reply

      To Natalie Martin: We are sorry you are having trouble activating your card. Your account will unlock after 24 hours, although it sounds as if the information you are using to activate your account does not match the information we have on file. I suggest that you check with the state to confirm the information that was sent over when your account was created, then attempt to activate again. Please contact the Commonwealth at 804-367-8037 to confirm the information they have on file is the same as the information you are using to activate your account. Once you have done that, please try to activate your account again. I hope this is helpful.


      Manager, Content Marketing, Xerox Global Communications

  75. Natalie Martin June 1, 2015 - Reply


    I spoke with the commonwealth tax office this morning and discovered that the accountant who prepared my taxes submitted my taxes under my husband’s social security number and date of birth, accidentally.

    The woman at the tax office told me to just try to activate my card using my husband’s social and d.o.b, and then send proof of my social security number and date of birth to the tax office.

    I tried to activate the card using my husband’s information (the information that the state issued the card under) and cannot do so.

    I am becoming increasingly frustrated with this.

    • Gregory Pings June 2, 2015 - Reply


      We have confirmed with the state that they will recall the funds and have them reissued using the correct cardholder information. You may expect a new card to arrive in 7-10 days. We apologize for any inconvenience this has caused.



  76. David July 12, 2015 - Reply

    The Go2Program has no support online. No support at the reference credit card number.
    My tax return funds are in limbo, somewhere between sending from the Go2Progam and my credit union.
    There isn’t any, repeat, any, way to clear this issue via the website or by calling.
    I just need to know where Go2Program has sent my funds!!!
    Help. Help. Help.
    Please respond via email.

    • Gregory Pings July 15, 2015 - Reply

      Hello David:

      Sorry for the late reply. Our people looked into your problem and they report that you requested a funds transfer on Thursday (July 9, 2015) which would have sent your funds the following business day by ACH, which was Friday. Your funds should have arrived on Monday, July 13, or Tuesday. If you haven’t already, please check your credit union account — your tax refund should be there, waiting for you.

      If the funds aren’t there, please write back and include your phone number (I won’t publish it…) so that we can contact you directly.

      Hoping that you’re already enjoying your tax refund.



  77. Muhammad August 4, 2015 - Reply

    How can I cancel this card after I transfer my funds? I do not need another card to carry in my vallet. Customer care sucks big time. It is just like another card is “imposed” on me. I would prefer checks.

  78. Toni August 10, 2015 - Reply

    How do I remove all my information from the GoProgram website? I received a couple of Virginia tax refunds on GoProgram cards…and Xerox got some of that due to inactivity fees. I know that’s my fault. I bet this is a money maker for Xerox.
    So, there doesn’t seem to be any way to cancel my account that I no longer need, since I will NOT use this system again. Please let me know how I can remove my account information.
    Thanks in advance.

    • Gregory Pings August 10, 2015 - Reply


      According to our contract with the Commonwealth of Virginia:

      “The Offeror (Xerox) shall retain all books, records, and other documents relative to this contract for five (5) years after the end of the contract, or until audited by the Commonwealth of Virginia, whichever is sooner.”

      After the contractual time period, all data is archived and stored, but we cannot delete or otherwise destroy data.

      Best regards,


  79. Andrei October 19, 2015 - Reply

    I received the Go Program debit card for my Virginia tax refund . The card cannot be activated. Customer support is nearly non-existent – after several dozen attempts the best resolution I could get was to wait 24 hours and try again.
    The instructions say the card can be activated online. The toll free number simply tells me the card is locked (from my attempt to activate online per the instructions no doubt).
    What am I supposed to do??

    • Gregory Pings October 19, 2015 - Reply


      We are sorry you are having trouble activating your card. As a fraud prevention measure, your account will lock after too many attempts to activate – whether via the interactive voice response system or the web. Your account will unlock after 24 hours, although it sounds as if the information you are using to activate your account does not match the information we have on file.

      I suggest that you check with the state to confirm the information that was sent over when your account was created, then attempt to activate again. Please contact the Commonwealth at 804-367-8037 to confirm the information they have on file is the same as the information you are using to activate your account.

      Once you have done that, please try to activate your account again.

      I hope this is helpful.

      Best regards,


  80. AnthonyG October 23, 2015 - Reply

    Not sure if this thread is still active, but I can’t activate my card either. It says that it’s locked (Probably because I’ve exceeded the number of attempts). I’m putting in all the information correct yet it keeps saying invalid. Any help would be greatly appreciated

    • Gregory Pings October 26, 2015 - Reply

      AnthonyG: I am sorry you are having trouble activating your Virginia Go Card.

      It looks like you have the same problem Andrei had. (See comment above.) I suggest that you check with the state to confirm the information that was sent over when your account was created. Please contact the Commonwealth at 804-367-8037 to confirm the information they have on file is the same as the information you are using to activate your account.

      Once you have done that, please wait allow the account to reset overnight before you try to activate your account again.

      Good luck,


  81. Terry Carter November 16, 2015 - Reply

    I just activated my Virginia Tax Refund Way2Go card. I cannot believe the hassle. I’ll begin at the last stage of my effort today: I went to the link suggested at card to find a nearby bank that is a Mastercard member bank where I can cash out the card’s full amount at once and not have to pay a fee — even if I don”t have an account with that bank. Then I walked the two-mile round-trip to a bank on that list. There I was told that I’ll have to pay a fee because I don’t have an account with them. I didn’t cash it because I don’t want to pay a fee to get my money that the state of Virginia owes me. By the way, that list of Mastercard member banks is an Excel spreadsheet. That takes a bit more sophistication than it should. If I had lost the card on my walk I’d have shrugged and said to myself, Well, the $197 would have bought a nice dinner. For plenty of others trying to negotiate these sophisticated hoops, such as going online and into Excel, that might be a month’s worth of groceries. I’m not sure how I’m going to negotiate this. I don’t feel like trekking to another bank and taking a chance on them doing what this refund’s cover letter promised.

    • Gregory Pings November 17, 2015 - Reply

      To Terry Carter: We are sorry you had difficulty at the bank, but we see that you were able to access your funds via an alternate method.

      Best regards,


  82. Cristina Fierro December 17, 2015 - Reply

    I recieved some papers in the mail about the go program not sure what this is about I am wanting off your mailing lists.
    Thank yiu , Cristina Fiwrro

    • Gregory Pings December 17, 2015 - Reply

      Cristina: We are very sorry for the error. Please disregard the mailing.

      Best regards,


  83. Shauna Rouse January 21, 2016 - Reply

    Can u use these cards for direct deposit with a new job or is it only for taxes once a year

    • Gregory Pings January 22, 2016 - Reply

      Hi Shauna: The tax debit cards for the Virginia program are one-time deposit only, and can only be used for your tax refund.Greg

  84. Tracey January 22, 2016 - Reply

    How can I cancel a card?

    • Gregory Pings January 25, 2016 - Reply

      Tracey: Thanks for your question.

      Once a card is issued, it cannot be “cancelled” but it can be closed. If you would like to close your card, you may contact customer service using the number found on the back of your card. This will prevent access to any remaining funds in your account. There are many reasons why a cardholder might want to close a card. Although you did not specify, we would like to help you avoid any unsatisfactory experiences moving forward. If you can share with us why you are closing the card, we may be able to offer suggestions to help you access your funds moving forward.

      Best regards,


  85. Derron Champion February 2, 2016 - Reply

    I haven’t received my tax return papers whats the website I can go to , to print them out

    • Gregory Pings February 3, 2016 - Reply

      Hi Derron:
      Federal tax forms are on the IRS’ website. You should also check the websites for the department of revenue for the state (or states) where you will file for their forms. I hope you get refund this year!Greg

  86. Andy February 4, 2016 - Reply

    My card status is fraud suspected/closed,what am I supposed to do?

    • Gregory Pings February 5, 2016 - Reply

      Andy: Unfortunately, Russia is the source of a number of fraud attempts. This isn’t to say that all Russian transactions are blocked, but you may have inadvertently set off any number of “suspicious triggers” that our anti-fraud unit looks for. In order to remove a fraud suspension, you must call the number on the back of your card, and follow the prompts to enter your card number. Once you enter your card number, you will automatically be transferred to someone who can assist with removing the fraud suspension. You will be asked to provide detailed information to verify your identity and activity on the card.

      Earlier this week, I sent emails to the address you provided where I asked for a few more of your details. If you respond to with the information I requested, the we should be able help you. Or you can provide the information in this comment section – I will not publish it, but I will forward to people who can help.Best regards, Greg

  87. Johnny Jones February 29, 2016 - Reply

    This is a joke, you work hard all year and when it’s time for your pay, card cannot be activated, customer service doesn’t know anything, customer service line to busy and hangs up on you.. Me and family thanks u for nothing!!!!!

    • Gregory Pings March 1, 2016 - Reply

      I am very sorry to hear that you’re having trouble with your tax refund debit card. I have contacted a project manager who can help you. His name is Jon Loveless, and he will send you an email later today. In it, he will as you for some information that will help him help you. The subject line on Jon’s note will be: “Your Tax Refund Debit Card.”Best regards,Greg

  88. kiya March 18, 2016 - Reply

    My account has been locked online due to unsuccessful log in attempts (I tried to sign up for the site thats all) and there is no one to contact to get it unlocked. How do I gain online access to my account?

    • Gregory Pings March 21, 2016 - Reply

      Dear Kiya,

      You may contact the help desk by using he phone number on the back of your card or — if you wait 24 hours — your account will be unlocked and you may reset your password using the “Forgot Password” link on the sign in page after you enter your User ID. Please note that when you choose a password you must use a new password and not one previously used. This should ensure that you have access as the system will not accept any of the previous 6 passwords used. Please let us know if this helps resolve the issue.

  89. Dave Kline March 28, 2016 - Reply

    My wife found a Way2Go card labeled Virginia Tax Refund. We activated the card, at the end of which we were told the card had zero balance but that a sizable amount had been deposited in the account in 2014. The card expiration date is 4/17.
    If money was deposited in it and the card never activated and obviously never used, how can it be that when activating it there is now no balance on the account?


    • Gregory Pings March 28, 2016 - Reply

      Hi Dave: Because the account was never activated, it is very likely that the funds were returned to the Department of Unclaimed Property at the Commonwealth. Please have your wife contact Unclaimed Property to determine how best to claim the funds. Best regards,Greg

    • Gregory Pings March 28, 2016 - Reply

      Dave: I just found the link for the Commonwealth of Virginia’s Unclaimed Property Division: http://www.vamoneysearch.orgCheers,Greg

  90. Roberto Martinez April 13, 2016 - Reply

    Well looks like I’m not the only victim of, I received my Tax refund card from the state of Viginia , tried to login as per the instructions with no luck, called the phone number in order to activate it no luck thier either, i’m beginning to think that this may be a scam. I paid my taxes according to the law, now who defends us from these types of acts..

    • Gregory Pings April 14, 2016 - Reply

      I’m sorry you are having difficulty activating your card. Although you did not specify the exact nature of the error you received when you tried to PIN your card, it may be worth contacting the Department of the Treasury to confirm that your demographic information is correct.
      Another option is to set up an account on and attempt to pin your card via the cardholder portal.
      Best regards,

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