Take a look at these common questions below to see if yours is similar. Press the plus button to reveal the answer. Don’t worry if you don’t see your question.

  • Quick Trouble Shooting
    1. Check to make sure the Card is active.
    2. Check the available balance on the Card.  Pay close attention to any pending authorizations or “Holds” that may be on the Card.
    3. Incorrect PIN being used.  Cardholder can change their PIN by logging in to http://suo.premiercashrewards.com.
    4. Internet and phone purchases may decline if the address provided to the merchant does not match the address registered to the card.
    5. Certain business categories may cause unexpected declines:
      a. Gas Station “Pay at the Pump”:  Cardholders who use the “Pay at the Pump” automated method may incur a $75.00 authorization.  Cardholders should pre-pay with the cashier for the exact amount to avoid any unnecessary holds.
      b. Restaurants, Beauty Salons, Spas, Barbers, Taxis and Limos:  Typically authorize the card for 20 percent above the purchase amount to cover any potential tip.
      c. Hotels, Motels, Resorts and other Lodging:  They will often place a significant “Hold” above and beyond the expected room rate to cover potential additional room expenses.
      d. Car and Truck Rental:  They will often place a significant “Hold” above and beyond the expected rental rate to cover potential additional rental expenses.
      e. Craigslist does not allow Prepaid Card purchases.
  • What is the Premier Cash Rewards Visa Prepaid Card?

    The Premier Cash Rewards Visa Prepaid Card (Premier Cash Rewards Card) is a prepaid card that must have funds loaded onto it before you are able to use it.  Once your card is activated you can use it to make purchases in person or online, everywhere Visa® debit cards are accepted.  You may not use your Premier Cash Rewards Card to withdraw money at ATMs.  You are only able to spend the amount of money you have available on the card.  You cannot load additional funds onto your Premier Cash Rewards Card.  The Premier Cash Rewards Visa Prepaid Card is not a credit card.

    When you purchase, active and use your Premier Cash Rewards Card, you accept and agree to follow all of the rules, terms and conditions outlined in the Cardholder Agreement available to you online at http://suo.premiercashrewards.com.

  • Is the Premier Cash Rewards Card like a checking or savings account?

    Your Premier Cash Rewards Card is not a checking or savings account.

  • Are there age restrictions on the Premier Cash Rewards Card?
    Please refer to the Cardholder Agreement for all card rules, terms and conditions.
  • Will the Cardholder need to activate their personalized card they receive?

    Yes, you can follow the instructions on the Premier Cash Rewards Card and carrier to activate your personalized card.  Ways to activate a card:

  • How do I manage my PIN?

    You will also get a randomly assigned PIN when you activate your Premier Cash Rewards Card.  Your PIN is a 4-digit Personal Identification Number (PIN) that you will need in order to use your PIN at point of sale terminals.

    You are responsible for keeping your password and PIN safe and not sharing them with others.

    To change your PIN, log on to http://suo.premiercashrewards.com and follow the prompts.

  • What do I do if my card, PIN or password is lost or stolen?

    Please call Customer Service at 844-229-4411 IMMEDIATELY if you think your password, your PIN, or your Premier Cash Rewards Card have been lost or stolen, or otherwise compromised.

  • How do I keep track of the balance on my card?

    There are three ways to keep track of your Premier Cash Rewards Card balance:

    • Log in to http://suo.premiercashrewards.com to view your transaction history and card balance. There is no charge for this service.
    • Call Customer Service at 844-229-4411, and then listen for the “Prepaid Card” prompt.
    • You can also request a written history of your account transactions by writing to us at our mailing address. Our mailing address is:

      Card Services
      PO Box 3480
      Lake Havasu City, AZ 86405
  • How do I add money to my Premier Cash Rewards Card?

    You may not add money to the Card.

  • How do I use my card to purchase items by signature and PIN?

    You can use your Premier Cash Rewards Visa Prepaid Card everywhere Visa Debit Cards are accepted.  You can use it either with your 4 digit PIN or by Signature.

    Signature Purchase: Swipe your Premier Cash Rewards Card at the point of sale terminal and press “Clear,” “Cancel,” or “Credit” to process your transactions as a signature purchase.  Then, sign your name when you are prompted to do so.

    PIN Purchase: Swipe your Premier Cash Rewards Card and press “Debit,” then enter your PIN when prompted.  To keep your Premier Cash Rewards Card secure, never write your PIN on your card or share your PIN with anyone.

  • Can I withdraw money by using an ATM?

    No. ATM access is not available.

  • Can I get cash back on my card when I make a purchase?

    No, Cash back is not an option for this Card.

  • Is there any type of transaction I am not able to make with my Premier Cash Rewards Card?

    You cannot use your Premier Cash Rewards Card for online gambling or any other illegal transactions.  Please see the Premier Cash Rewards Cardholder Agreement for details.

  • Can I preauthorize a recurring payment to a merchant?
    No. Recurring payment are not authorized.
  • Are there daily purchase transaction limits on the Premier Cash Rewards Card?

    Please see the Premier Cash Rewards Cardholder Agreement for details.

  • Can I make Internet, telephone or mail order purchases?

    Yes, you may use your Premier Cash Rewards Card to purchase goods or services over the internet or by telephone. To do so, please make sure to use the valid address information we have on file for your Premier Cash Rewards Card, when making these types of purchases to avoid unnecessarily declined transactions.

  • Why was my transaction declined online or over the phone when I had enough funds available?

    The purchase you made online may have been declined because the address you provided to the merchant is different than the address we have on file for your Premier Cash Rewards Card.

  • Can I make international transactions and are there any fees?

    No, you cannot make international transactions. For more details, please refer to your Premier Cash Rewards Cardholder Agreement.  

  • Why was my transaction declined?

    The most common reasons a transaction may be declined are:

    • Insufficient funds are available.  Please check your funds availability and transaction history.
    • The restaurant or merchant you patronized authorized the transaction for 20 percent more than the original purchase price to cover a possible gratuity.
    • You attempted to use your Premier Cash Rewards Card at a “Pay at the Pump” gas station and there is a temporary hold of $75.00 on your card.  Please make sure to pre-pay for any gas purchases with the cashier.
    • There is an extended hold placed on your card from activity at a hotel, car rental, or similar merchant.
  • Can I pay for part of a purchase with my Premier Cash Rewards Card and pay for the other part of the cost with another type of payment?

    Some merchants do not allow cardholders to conduct split transactions where you would use your Premier Cash Rewards Card as partial payment for goods and services and then pay the remainder of the balance with another form of legal tender.  If you wish to conduct a split transaction and it is permitted by the merchant, you must tell the merchant to charge only the exact amount of funds available on your Premier Cash Rewards Card to the Card.  You must then arrange to pay the difference using another payment method.  Some merchants may require payment for the remaining balance in cash.  If you fail to inform the merchant that you would like to complete a split transaction prior to swiping your Premier Cash Rewards Card, your Card is likely to be declined.

  • What does it mean when a merchant places a “hold” on my card?

    When you use your Premier Cash Rewards Card to pay for goods or services, some merchants (typically car rental companies and hotels) may authorize the transaction in advance; this places a temporary “hold” on your card for the amount of the sale or for an additional amount or percentage greater than the sale amount depending on the individual merchant.

    If your transaction is for a high dollar amount, some types of merchants may place extended holds on your card for 10 days (up to 30 days for car rentals).  Once your purchase goes through, any excess holds will be removed from your card.  If you begin a transaction that requires a hold on your funds and then cancel the transaction, there still may be a temporary hold on your funds for up to ten (10) days or more.

    Please note we cannot manually release authorizations or holds without a certified letter or fax from the merchant.

  • Can I use my Card to reserve a Hotel, Lodging, Car Rental or similar purchases?

    Yes, but these companies may authorize, or place a “hold” (as described above) for much more money than the actual cost of the rental car. The reason is that the rental Car Company or hotel won't know if they need to charge you for additional expenses like gas or room service, car or room damage and extra days until you return the vehicle or check-out. These authorized funds will be held and unavailable for you to spend until the final transaction is posted to your statement. This means that you might not have access to these funds for as long as 30 days. To avoid problems our advice is to first call the company and ask them what their policy is regarding the use of prepaid cards. We will only charge your Card for the correct amount of the final transaction, however, and will release the hold on any excess amount when the transaction finally settles.

  • How to use my Card at restaurants and other businesses that accept “tips”?

    These merchants typically place holds for the amount of the bill plus a percentage (typically 20 percent) for the tip or gratuity. If the amount of the requested hold exceeds the amount of money stored on your Premier Cash Rewards Card, the transaction may be declined.  After the final transaction settles any excess holds will be removed from your card.

  • Can I buy gas with my Card?

    Yes, but when you use your Premier Cash Rewards Card at a gas station, be sure to pre-pay the cashier inside before you fill up and tell the cashier the exact amount of gas you wish to purchase with your Premier Cash Rewards card.   Do not swipe your card at the pump or you may incur a hold of up to $75.00. We recommend that you always pay the cashier first for the amount of gas you wish to purchase.

  • If I am not satisfied with a purchase I made with my Premier Cash Rewards Visa Prepaid Card, may I return the purchase?

    All purchases you make with your Premier Cash Rewards Card are subject to the merchant’s return policies.  If you are entitled to a refund for any reason, it may be made as a “credit” to your card or you may receive cash.  The amount of the refund credit may not be available to you right away – you may have to wait up to five business days from the date of the refund to make sure the amount of the credit has cleared and is available to you to spend.

  • Will my Premier Cash Rewards Visa Prepaid Card ever expire?

    There is a “Valid Thru” date on your Premier Cash Rewards Card.  You may not use the card after this date.  You should call to request a replacement card from us before your old card expires.  The funds you have available on your Premier Cash Rewards Card remain good even if the “Valid Thru” date passes.  The funds will be available on the replacement card.  If you will not receive a replacement card before the date on the old card passes, please call Customer Service at 844-229-4411.

    If we are unable to send you a replacement card for any reason, keep your old card and call Customer Service at 844-229-4411.

  • Can I cancel my Premier Cash Rewards Visa Prepaid Card?

    Yes.  You may cancel your Premier Cash Rewards Card by calling Customer Service at 844-229-4411.  You will forfeit any remaining balance on your card.

  • Can Premier Cash Rewards cancel my card?

    Yes, we reserve the right to cancel your card if you have not used your card in six month’s time.

    We may also cancel your card under the following conditions:

    • If you violate any of the card rules, terms and conditions set forth in the Cardholder Agreement, as may be amended from time-to-time.
    • If we believe there is fraud or security risks connected to your Premier Cash Rewards Card.
    • If you decide you do not want to have all card information and notices sent electronically.
    • For any other reason allowed by law.
    • If we cancel your card, you will not be able to use your card to make purchases.  We will issue you a new card.
  • Will I be charged any fees for using a Premier Cash Rewards Visa Prepaid Card?

    No. To view the current Cardholder Agreement check the website at http://suo.premiercashrewards.com.

  • How do I report an error on my Card?

    Telephone us at the Customer Service Number as soon as you can, if you think an error has occurred in your Card account. We must allow you to report an error until 60 days after the transaction posting date.  You may request a written history of your transactions at any time by calling us at 844-229-4411 or writing us at Premier Cash Rewards Prepaid Card Services PO Box 3480 Lake Havasu City, AZ 86405. You will need to tell us: Your name and Card account number. Describe the error or transaction that you are unsure about, and explain as clearly as possible why you believe that it is an error or why you need more information. The dollar amount involved and approximately when the error took place. There is a complete explanation of our process for investigating errors in the Premier Cash Rewards Cardholder Agreement and at http://suo.premiercashrewards.com.  Investigating errors takes time, and if it is determined that there was an error on your account it may take time to credit your account for the amount of the error.

  • How do I get answers to my questions that are not answered in this FAQ?

    We know from time to time you may have additional questions.  You may email a question to us from the “Contact Us” page at http://suo.premiercashrewards.com or call Customer Service at 844-229-4411.

Do not provide Personal Identifiable information in your message. Such as the full card number.

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