Frequently Asked Questions

If you have questions about your JH Preferred Card, please read below or call Customer Care.

General Information

Can I get text or email alerts?

Yes, you can sign up for account updates and alerts that will keep you updated on card activity. Standard text and data rates from your wireless service provider may apply.

Can I use my Card to transfer funds to friends or family?

Yes, you can easily transfer funds from one JH Preferred Card to another JH Preferred Card. This makes sending and receiving money easy and convenient. There are maximum daily and monthly limits for sending and receiving card-to-card transfers. See the Cardholder Agreement for complete details.

How do I check my balance and see my transactions?

You can check your balance and transaction history by logging in to your account online or with the JH Preferred app. Take advantage of JH Preferred Card's helpful money management features and opt-in to receive text and email alerts of account activity. Standard text and data rates from your wireless service provider may apply.

Can I return merchandise purchased with my Card?

Yes, in accordance with your retailer's return policy.

Are the funds on my Card safe?

Yes, funds on your Card are insured through Sutton Bank up to the maximum amount specified by FDIC regulations. Each account is also protected by the Visa Zero-Liability Policy for unauthorized transactions. You must notify us right away of any unauthorized use. See your Cardholder Agreement for complete details or visit

What do I do if there is an unauthorized transaction?

If you see an unauthorized transaction, please contact Customer Care immediately at 1-855-598-4818.

I forgot my PIN. What do I do?

Log in to your account online and select “Manage PIN.” Or you may call Customer Care at 1-855-598-4818.

What if my Card or PIN is lost or stolen?

Always keep your PIN in a safe place and never write it on the Card. If your Card or PIN is lost or stolen, immediately call Customer Care at 1-855-598-4818.

Will I be charged overdraft fees with the JH Preferred Card?

No, there are no overdraft fees with JH Preferred. The only money that will be available to you is the amount you add to your Card.

What services are free with the JH Preferred Card?

There are no fees for downloading the JH Preferred app or for direct depositing payroll and government benefits to your account. 

What are the fees for using my JH Preferred Card?

JH Preferred has a simple to understand fee structure. There is $0 monthly fee if $1,000 or more is loaded to your card per month with direct deposit, Vanilla Reload or Ingo. Direct deposit of tax refunds does not count towards the $1,000 threshold. $3 monthly fee if loads total less than $1,000 per month. Please see the complete list of JH Preferred Card Fees.

Adding Money

How do I add funds to my Card?

Direct Deposit is the fast and easy way to add money to your Card. Simply complete the direct deposit form that came with your card and provide to your employer or benefits provider. You can also get your form by logging in to your account online.

You can also purchase a Vanilla Reload at thousands of major retailer locations nationwide and easily add cash to your Card. Service fees apply.

And, you can receive money from other JH Preferred Cardholders using card-to-card transfers. You may not use the card-to-card transfer feature to receive more than a total of $500 in one day or $2,000 in a given month.

How can I deposit check funds to my JH Preferred Card?

To load checks to your JH Preferred Card, use your smartphone and the Ingo™ Money app.1

  1. Download the free Ingo Money app on to your mobile device from the App Store℠ (for iOS devices) or Google Play™ Store (for Android devices).
  2. Create an Ingo Money account and enroll your JH Preferred Card right in the app.
  3. Follow the on-screen prompts to take pictures of your check.
  4. Choose to access your money in minutes for a 1% or 4% fee2, depending on check type, with a minimum fee of $5 per transaction, or in 10 days for no fee.3

If your check is approved and your card is funded, the money is available to spend on your JH Preferred Card.

1Ingo Money is a service provided by Ingo Money, Inc. and First Century Bank, N.A., subject to the Ingo Money and First Century Bank Terms and Conditions, and Privacy Policy. Approval usually takes 3 to 5 minutes but can take up to one hour. All checks are subject to approval for funding in Ingo Money’s sole discretion. Unapproved checks will not be loaded to your card. Ingo Money reserves the right to recover funds from bad checks if you knew the check was bad when you sent it, if you attempt to cash or load it elsewhere after funding or if you otherwise act illegally or fraudulently. Fees may apply to loading or use of your card. Contact your card issuer for details.

2Approved printed payroll and government checks can be funded to your card in minutes for a fee of 1% of the check value. All other check types may be funded in minutes for 4% of check value. There is a minimum fee of $5 for all checks approved and funded in minutes.

3Your wireless carrier may charge a fee for messaging or data and certain other transaction fees and costs, terms and conditions are associated with the use of your card. See your Cardholder Agreement for more details.

Spending Money

Where can I use my JH Preferred Card?

Use your Card for purchases everywhere Visa debit is accepted. Use your Card to withdraw cash and check your balance at millions of ATMs worldwide and to make purchases at retail locations, online, over the phone, or through mail order. Service fees apply to ATM transactions.

How do I use my JH Preferred Card?

Simply present your Card at the time of payment, choose “credit”, and sign the receipt or choose “debit” and enter your PIN. When you use the card, your balance will be reduced by the full amount of the purchase, including sales tax and/or tip added.

Can I use my JH Preferred Card at gas stations to-pay-at-the-pump?

Yes; however, please be aware some merchants place a hold of $75 or more on your Card when you pay- at-the-pump. The hold is only temporary until the transaction is finalized. While the hold is typically brief, it may remain on your Card for up to seven days. Once the transaction is finalized, you will only pay for the gas you purchased. If your Card does not have a balance of at least $75, it may be declined. We recommend you consider paying inside with the attendant for the exact amount and signing the receipt instead.

How do I use my JH Preferred Card at a restaurant or salon?

Merchants offering services where a gratuity or incidental charges may occur may place a preauthorization of 20 percent in excess of your charges. After the settlement, any of the extra 20 percent hold will be restored to your available balance.

Can I pay bills with my JH Preferred Card?

Yes! Use your JH Preferred Card everywhere Visa debit is accepted.

Can I use my Card and cash to pay for purchases?

Your JH Preferred Card supports partial payment, which means you have the ability to spend every penny on your Card. Don't worry if your purchase costs more than the balance on your card. Most places allow you to simply pay the difference with cash or another payment method. Be sure to check with the merchant before your transaction as not all retailers accept “split payment.” If your Card is ever denied, just ask if you can use your prepaid card first and then pay the difference with cash or another payment method.

Why are some of my transactions listed as "pending?"

There are two types of purchase transactions: Completed, which are final, and Open-Ended, which are pending. Open-Ended transactions reduce your card balance but the final amount may be different than what the merchant first processed. For example, restaurants typically add 15 to 20 percent to a bill to account for a tip. Once the merchant finalizes the transaction, the revised amount will post to your account. Remember you can check your balance and view complete transaction history any time by logging into your account online or using the JH Preferred app.

Withdrawing Cash

Are there withdrawal or load limits for my JH Preferred Card?

You may withdraw up to $2,550 per day from domestic ATMs. Please see the complete list of JH Preferred Card limits here.

How can I avoid ATM fees?

Ask for cash back from the cashier when making PIN purchases* in store.

*Subject to retailer limits.