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Possible Fraud Alert!

U.S. Bank only sends a U.S. Bank ReliaCard® when the Texas Workforce Commission (TWC) determines a claimant is eligible for unemployment benefits and after TWC sends the claimant’s first benefit payment to U.S. Bank. 

If you did not apply for benefits but received a U.S. Bank ReliaCard® in the mail, someone may have submitted a fraudulent unemployment claim using your personal information. Report the unemployment ID fraud on TWC’s UI Fraud Submission portal

In addition to reporting the ID fraud to TWC, you should also report the fraudulent claim to U.S. Bank by filling out the form on usbankreliacard.com under Card Inquiry to close the card. If you need help, call U.S. Bank’s Customer Service at 800-657-6343.

For more information on unemployment identity fraud, including what steps you can take if you suspect your identity has been stolen, see Unemployment Identity Fraud.


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U.S. Bank ReliaCard Overview

The TWC unemployment benefits prepaid debit card, the U.S. Bank ReliaCard®, is a convenient way to receive your unemployment benefit payments. You do not need a bank account, and you can use the ReliaCard everywhere Visa® debit cards are accepted.

Your ReliaCard cardholder packet will include important information about fees, how and where to use your ReliaCard®, and how to manage your ReliaCard account. If you need another copy of the cardholder packet, call ReliaCard customer service at 800-657-6343.

For more information on receiving unemployment benefits on a U.S. Bank ReliaCard®, see: U.S. Bank ReliaCard® Frequently Asked QuestionsPDF

For more information, see: U.S. Bank ReliaCard® Visa InformationPDF

The Prepaid Accounts Under the Electronic Fund Transfer Act (Regulation E) and the Truth in Lending Act (Regulation Z) created new consumer protections for prepaid debit cards. Under this "Know Before You Owe" requirement, TWC must provide access to two fee-disclosure documents before you sign up to receive your benefit payments on the TWC debit card. The short fee-disclosure form shows the key fee information for the U.S. Bank debit card account. The long fee-disclosure form provides a comprehensive list of fees and other information.

Debit Card Tracking Link

Waiting on your new ReliaCard®? You can track the status of your ReliaCard® using U.S. Bank’s Check My Card Status. Use Card Tracker to:

To use Card Tracker, select the Card Tracker icon on U.S. Bank’s ReliaCard website: www.usbankreliacard.com. On the Check My Card Status page, select “Texas Workforce Commission” from the Select your Program drop-down menu, enter your date of birth and Social Security number in the marked fields, then select submit. Card Tracker is available on U.S. Bank’s website and on the mobile app.

U.S. Bank will also email you when they create your account to let you know they will be mailing your card soon IF your email address is on file with TWC. Make sure to update your contact information with TWC to include your email address if you want U.S. Bank to notify you about your new card.

Activate Your Card & Select a PIN

Before you can use your ReliaCard, you must activate your card and set up a four-digit Personal Identification Number (PIN). You can activate your card online or by phone:

Be sure to sign your card immediately.

When You Will Receive the Card

If you are eligible, we will issue your first payment approximately four weeks after you apply for benefits. You should receive your ReliaCard in the mail within 10 business days after we send your first payment to U.S. Bank. After the first payment, you should receive payment on your ReliaCard account within two business days after we process your payment requests.

If you qualify for unemployment benefits, you will receive a ReliaCard if:

  • You do not sign up for direct deposit or you selected debit card as your payment option, or
  • You signed up for payment by direct deposit, but there was a problem verifying your bank account information.

Go to Changing Your Payment Option to change how you receive your benefit payments.

ReliaCard Activation Time Limit & Expiration

You must activate your card within 12 months of your first benefit payment, otherwise your payments will return to TWC. We cannot reissue these benefits.

Your ReliaCard is valid for two years, even if you stop receiving unemployment benefits. The expiration date is on the front of your card. Keep your ReliaCard in case you apply for benefits again before it expires. To avoid being charged a monthly inactivity fee, do not keep a balance on your card for more than 12 months without using it.

If you are receiving benefits when your card expires, U.S. Bank will automatically mail you a new card.

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Your ReliaCard PIN

Your Personal Identification Number (PIN) is a four-digit number that you enter on the keypad at Automated Teller Machines (ATMs) and retail locations. When you activate your ReliaCard, you must also choose your PIN.

You need your PIN to withdraw cash or check your balance at an ATM.

Keep your PIN safe! Do not store your PIN with your card. Do not write your PIN on your card. Do not give your PIN to anyone else at any time. You may be held accountable for any purchases or withdrawals made with your PIN, even if you did not make them yourself.

Forgotten PIN

If you forget your PIN, go to www.usbankreliacard.com or call 800-657-6343 to reset it.

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Where & How to Use Your U.S. Bank ReliaCard

You can use your ReliaCard to make retail purchases anywhere Visa debit cards are accepted. You can also get cash back at participating merchants, at Automated Teller Machines (ATMs), or over the counter at any Visa bank or credit union. You do not need to go to a U.S. Bank branch or ATM to get cash.

Purchases & Cash Back

You can use your ReliaCard to:

  • Make retail purchases anywhere Visa debit cards are accepted. Look for the Visa logo.
  • Get cash back when you use your card for retail purchases at participating merchant locations. The amount of cash back may vary by store. Be sure to ask about cash-back limits before beginning your transaction.

Select “Credit” or “Debit” to make a purchase. Select “Debit” to get cash back with your purchase at participating merchants. You will have to enter your PIN and indicate the amount of cash you want in addition to the cost of the purchase. If you select “Credit,” you will need to provide your signature, and you cannot get cash back.

You cannot use your ReliaCard to:

  • Pay for gasoline at the pump. To protect you from overdrafts and pre-authorization holds, you must go inside the service station and pay at the counter before you start pumping gas.

Online Bill Pay

You can use your ReliaCard online to pay any company, utility or person in the United States that accepts Visa. You can provide your 16-digit card number to your biller, or use the online bill pay tool by logging on to www.usbankreliacard.com.

Visa-Member Banks and Credit Unions

Visa Logo

You can withdraw cash at any bank or credit union that accepts Visa debit cards.  You must know your balance and ask for a cash withdrawal in the amount you want to withdraw. You will need to provide photo identification. The bank teller should not tell you to use an ATM instead.

Automated Teller Machines (ATM)

To withdraw cash from an ATM:

  • Insert or swipe your card and enter your 4-digit PIN
  • Select “Withdrawal from Checking”
  • Enter the amount to be withdrawn

There is no fee when you withdraw cash from the following ATMs:

 U.S. Bank logo          Allpoint logo          MoneyPass logo          SUM logo

Fees may apply to any ATMs that are not in the above networks, so make sure to review the U.S. Bank fee schedule.

Transferring Balances to Your Bank Account

You can electronically transfer funds directly from your ReliaCard to your personal bank account by using the ReliaCard web site at www.usbankreliacard.com. See the U.S. Bank fee schedule for all applicable fees and transaction limitations.

If you want TWC to deposit your benefits directly into your personal checking or savings account at no charge, log on to Unemployment Benefits Services and select Payment Option. For information about direct deposit, go to Receiving benefit payments by direct deposit.


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ReliaCard Fees & Bank Charges

How to Avoid Fees & Bank Charges

The easiest way to avoid fees and bank charges is to only withdraw cash from in-network ATMs or make domestic retail purchases directly because those transactions are always free. Free services include:

  • Domestic purchases at all Visa retail locations worldwide
  • Cash withdrawals at U.S. Bank, Allpoint, MoneyPass, and NYCE SUM ATMs
  • Cash-back options where available

Fees and Transaction Limits

For a complete list of fees and transaction limits, see the U.S. Bank fee schedule. The fee schedule is also included in your ReliaCard cardholder packet.

For an explanation regarding U.S. Bank's fee schedule, see:


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Merchant Holds

Some merchants hold a preset amount of money in your card account until the final transaction clears your account. Most restaurants, salons, and other services where you typically tip may temporarily add approximately 20 percent to your bill to cover the tip. Make sure your balance can cover the 20 percent or your transaction will be declined.

If the hold amount is greater than your account balance, U.S. Bank will deny the transaction even though you may have enough money to pay the purchase price.

Pay at the Pump

You cannot use your ReliaCard to pay for gasoline at the pump. To protect you from pre-authorization holds and overdrafts, you must go inside the service station and prepay at the counter.

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Get Account Information

Instant Notifications

You have the option of signing up for text or e-mail alerts that will inform you when money is deposited to your ReliaCard account or when your account balance gets low. Sign up at www.usbankreliacard.com. After you have signed up, you can also text a short code to receive the following updates:

Alert Type Instructions
Balance Alert Text BALto 90831
Recent Transactions Text TRANS to 90831
Customer Service Number Text HELP to 90831

Although U.S. Bank does not charge for this service, standard messaging charges apply through your mobile carrier, and message frequency depends on your account settings.

You can manage your account using your smart phone with the ReliaCard Mobile Banking app to check your account balance, enroll in and manage text alerts, view your most recent transactions, or search for the nearest in-network ATM location. Search for “U.S. Bank ReliaCard” in the App Store or Google Play. The U.S. Bank ReliaCard Mobile App is free to download. Your mobile carrier may charge access fees depending on your individual plan. Check with your carrier for specific fees and charges.

Account Balance & Transaction History

Find your ReliaCard account balance and transaction history:

  • Online at www.usbankreliacard.com  
  • Text/Email – Sign up to receive free e-mail or text alerts when funds have been deposited to your account or when your balance gets low. Sign up at www.usbankreliacard.com.
  • Mobile Banking App – Search for “U.S. Bank ReliaCard” in the App Store or Google Play
  • Phone – Call ReliaCard customer service at 800-657-6343
  • ATM – Check your balance for free at any in-network ATM

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ReliaCard Customer Service

ReliaCard Online Services

On the ReliaCard web site, www.usbankreliacard.com, you can:

  • Change your PIN
  • Check your account balance
  • View all your card transactions, such as purchases, ATM withdrawals, and account transfers
  • View monthly statements showing all your transactions for the month
  • Set up alerts to notify you of deposits or a low account balance
  • Pay bills

ReliaCard Cardholder Services Line

Contact ReliaCard’s 24-hour cardholder services at 800-657-6343 to: 

  • Activate your card
  • Choose/change your PIN
  • Check your account balance
  • Sign up for text alerts
  • Hear your recent transaction history
  • Report a lost or stolen card and order a replacement
  • Speak to a live customer service representative if you need more help

If you have any questions about your ReliaCard or your account, you must logon to www.usbankreliacard.com or call ReliaCard cardholder services at 800-657-6343. U.S. Bank branches, or your personal bank, cannot help you with your ReliaCard account.

Informational Videos Available

You can receive a link via text to informational videos on the ReliaCard Cardholder Services Line at 800-657-6343 under the expanded account lookup or card activation menu. Once you receive and click on the link, you can view videos on:

  • Tip 1: Finding a surcharge-free ATM
  • Tip 2: View account information 24/7
  • Tip 3: Fast and easy access to funds
  • Tip 4: Using your card for purchases and transactions
  • Tip 5: Withdraw cash
  • Tip 6: Bill payment function
  • Tip 7: Your card is reloadable 

Check Your Transaction Disputes Status

Track the status of your transaction disputes on the ReliaCard Cardholder Services Line at 800-657-6343. If you have filed a transaction dispute within the past 120 days, the phone services line will offer you the option of receiving an update on your dispute. Depending on the status, you will hear one of the following messages:

  • Open – We received your claim and are starting our investigation. Please submit your dispute form back to us if you have not already provided.
  • Pending – We are in the process of investigating your dispute pending more information or documentation.
  • Closed – We have completed our investigation and your case is resolved. 

Note: If you have submitted multiple transactions disputes within the past 120 days, you will be transferred to an agent when you select the update option.

Lost, Stolen or Damaged Card

To request a replacement card, call ReliaCard customer service at 800-657-6343. If your card is lost or stolen, be sure to call immediately to prevent unauthorized charges. Your new card should arrive within 10 business days. You may request an expedited card, which should arrive within 2-3 business days. The cost to expedite card delivery is $12.50. Normal card replacement is free.

U.S. Bank Web Site Issues

For help with U.S. Bank web site issues, call ReliaCard customer service at 800-657-6343.

Protect Your Card Information

U.S Bank will not ask for sensitive account information such as your PIN, password, or account number via e-mail, phone, or text message. Beware of e-mail scams that try to steal your personal banking information by claiming there are problems with your unemployment payment, with your debit card, or with your account.

If you receive a phone call, e-mail or text asking for any such information, forward the note to fraud_help@usbank.com and then delete the message. If you believe you may have accidentally shared your information, or if you have questions about your debit card, call U.S. Bank ReliaCard customer service at 800-657-6343.

For more information regarding schemes that target debit card users, or to learn how to recognize common scams and what you can do to avoid them, visit:

Do Not Return Your Card to TWC or U.S. Bank

TWC cannot use or access your ReliaCard account for any reason. Do not give your card to Workforce Solutions or TWC staff, and do not return your card to U.S. Bank for any reason. If you want to use the funds on your card to repay an overpayment, you must withdraw cash from your card account and send a check or money order to TWC.

Even if you are no longer receiving benefits and/or have no balance on your card, your card is still considered valid until the expiration date listed on the front, so keep your card. If you re-qualify for unemployment benefits before the card expiration date, U.S. Bank will reactivate your card. Do not destroy your card until after the expiration date. Do not send your card to TWC or U.S. Bank for any reason.

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