What is a Way2Go Card® Debit MasterCard®?
The Way2Go Card® Debit MasterCard® (Way2Go Card) is the same as an EPPICard. It provides a convenient, safe, efficient and secure method of receiving and accessing your Temporary Assistance for Needy Families (TANF) benefits.
The Way2Go Card is not a credit card; it is a debit card like other types of checking or savings account debit cards. Purchases or cash withdrawals are deducted from the available balance on the card. You may use your card at store and bank locations where MasterCard® debit cards are accepted.
Who receives a Way2Go Card® Debit MasterCard®?
All applicants who informed their case worker of their choice to have their TANF benefits issued through the Way2Go Card will be issued a Way2Go Card® Debit MasterCard®.
When will I receive my Way2Go Card® Debit MasterCard®?
If you are a new TANF recipient, you will receive your card within seven to 10 days from the date your application is approved. Your card will be mailed in a plain, white envelope. Be sure to watch for your card and not discard the envelope as junk mail.
If you are an ongoing TANF recipient and have an active Way2Go Card, you will receive your benefits on your card account on the first business day of each month.
I currently have a Way2Go Card® Debit MasterCard® and receive my child support payments and state unemployment benefits on it. Should I expect to get a new Way2Go Card?
No. If you already have a Way2Go Card to receive child support or unemployment benefits, then you will not get a new Way2Go Card. Your TANF benefits will be placed on your current Way2Go Card. Contact your local department of social services worker if you have not received your TANF benefits on your debit card.
Are there any fees?
The initial card will be provided to you at no cost.
To replace a card, you are allowed one card replacement for no fee every 12 months after receipt of your initial card. A card replacement fee of $4 will be assessed for each additional request. The standard delivery to receive a replacement card is seven to 10 calendar days.
If you request your replacement card be sent to you faster than receiving it by regular mail, you will be assessed the rushed card delivery fee of $18. Rushed cards will be delivered within 3-4 calendar days. (Note: Rushed cards cannot be mailed to a P.O. Box.)
Below is a list of fees that may be charged for using your Virginia Way2Go Card® Debit MasterCard®.
| All Fees | Amount |
|---|---|
| Get Started | |
| Card Purchase | $0.00 |
| Monthly Usage | |
| Monthly Usage Fee | $0.00 |
| Spend Money | |
| Point-of-sale (POS) | $0.00 |
| Online Bill Pay | $0.00 |
| Get Cash | |
| ATM withdrawal (in-network) | $0.00 |
| ATM withdrawal (out-of-network) | $0.00 |
| Teller-assisted cash assistance (OTC) | $0.75 |
| All Fees | Amount |
|---|---|
| Information | |
| ATM balance inquiry (in or out-of-network) | $0.00 |
| ATM denial (in or out-of-network) | $0.00 |
| Customer services (IVR and live agent) | $0.00 |
| Using your card outside the U.S. | |
| International ATM Transaction | $0.75 |
| International transaction fee | 3% |
| Other | |
| Card replacement | $4.00 |
| Expedited card delivery | $14.00 |
| Funds transfer (IVR and Web) | $0.00 |
| Inactivity Fee | $1.25 |
I have received my Way2Go Card® Debit MasterCard®. What do I do now?
Once you receive your card, you must activate it to access any funds. The card will come with instructions on how to activate it. You can activate your card using the Way2Go Card mobile app, by visiting www.GoProgram.com or call Go Program Customer Services at 800-961-8423. During activation, you will create a personal identification number (PIN).
Once you have activated the card and created a PIN, check the card balance to ensure there are funds available.
What is a PIN?
A personal identification number (PIN) is a four-digit code you will select when you activate your card. The PIN acts as your signature or authorization on purchases.
You will use your PIN to get cash from an ATM or when making debit card purchases.
When creating a PIN, choose a number that is not easily guessed. Never write your PIN down or give it to anyone. The Virginia Department of Social Services or Way2Go will never call or text you ask for your PIN.
What if I want to change my PIN or I forget my PIN?
If you ever want to change your PIN or forget your PIN, call Go Program Customer Services at 800-961-8423.
My card is activated, so how can I use it?
You can use your card to make purchases wherever MasterCard® debit cards are accepted, such as:
- Grocery stores
- Gas stations
- Restaurants
- Department stores
- Websites
If you would like to pay bills with your card, then you will not be assessed a fee if you set up bill pay with that company directly.
When making purchases at certain merchants, such as hotels, a hold may be placed on your available funds for an amount equal to or greater than your original purchase. If this happens, any funds on hold will not be available to you for other purchases. Any funds on hold that were more than the purchase amount will be released back to the card.
Federal law prohibits the use of TANF benefits for the purchase of lottery tickets, alcoholic beverages, tobacco products or sexually explicit materials. You are prohibited to use the TANF debit card in the following establishments:
- Liquor stores or retail establishment that mainly sells liquor.
- Casinos, gambling casinos or gaming establishments, including Bingo.
- Retail establishments that provide adult-oriented entertainment in which performers disrobe or perform partially nude.
- Tattoo or body piercing parlors.
Using your Way2Go Card at these locations is subject to Virginia penalties. This includes automated teller machine (ATM) withdrawals and point of sale (POS) transactions.
Can someone else use my card to make cash withdrawals or purchases for me?
For security reasons, you should never share your card or PIN number with anyone.
What should I do if my Way2Go Card® Debit MasterCard® is lost or stolen, my PIN has been compromised or a transaction was made without my permission using information from my card account?
Immediately contact Go Program Customer Services at 800-961-8423 or the customer service number on the back of the card. Calling Go Program Customer Services is the best way to stop or reduce losing all the money in your card account.
You may also write to the Go Program at the following address as soon as
you can at:
Customer Account Services
P.O. Box 245997
San Antonio, TX 78224-5997
What happens if my TANF case closes?
You should keep your card and continue to spend the remaining balance in your card account. If you plan to reapply for TANF in the future, you will want to keep your current card as it would be used to receive funds if your case is reopened.
Who should I contact with questions about my TANF case or to report changes?
Contact your local department of social services (https://www.dss.virginia.gov/localagency) with questions specific to your TANF case or to report changes.
You may also report changes about your TANF case through the CommonHelp portal at https://commonhelp.virginia.gov.
Contact Go Program Customer Services at 800-961-8423 with questions about your Way2Go Card. Customer service is available 24 hours a day, seven days a week and handles calls related to:
- Reporting lost or stolen cards.
- Balance inquiries.
- PIN changes.
- Transaction history requests.
- Registering a complaint about a card issue.
- Questions about card usage.
- Questions about international card usage.
Go Program
Customer service: 800-961-8423
Client website:
www.GoProgram.com
Mailing address:
Customer Account Services
P.O. Box 245997
San Antonio, TX
78224-5997
Virginia Department of Social Services
https://www.dss.virginia.gov/contact_us
