FREQUENTLY ASKED QUESTIONS (FAQs)

Opening a Commercial Prepaid Card Account

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Sunrise Bank, N.A. issues the CONEXT® Card (the “Issuer”) and Mercury Service Group, LLC services the CONEXT® Card (the “Program Manager”). CONEXT® Network Locations distribute the CONEXT® Card and load funds to the Cards.

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Any U.S. commercial business is eligible to apply for the CONEXT® Card, including any business that operates as a corporation, limited liability company (LLC), limited partnership (LP), general partnership or sole proprietorship (DBAs). The business must be in good standing with the state or county in which it is organized. Additional corporate and personal information will be collected when setting up your CONEXT® Card account. The “Account Owner” is the commercial business which applies for the CONEXT® Card..

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Each business that opens a CONEXT® Card account will receive one Primary CONEXT® Card for the Primary Cardholder who will be responsible for the account. The Primary Cardholder may authorize up to four (4) Secondary CONEXT® Cards to be issued to Secondary Cardholders. These Secondary CONEXT® Cards will be linked to the same CONEXT® Card account as the Primary CONEXT® Card.

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A Primary CONEXT® Card is only issued to an authorized owner of the business who is the Primary Cardholder and also personally responsible for all charges on the CONEXT® Card Accounts of the business. A temporary CONEXT® Card with limited functionality is issued to the Account Owner at the time a Card Account is opened. Within 10-12 business days, a personalized CONEXT® Card will be mailed to the account Owner. The personalized CONEXT® Card issued to the Primary Cardholder is fully functional as described in the Cardholder Agreement. The Primary Cardholder may open up to four (4) Secondary CONEXT® Cards for persons that will use the cards for business expenses only. The Secondary CONEXT® Card has limited functionality as described in the Secondary Cardholder Terms and Conditions. Only the Primary Cardholder may transfer funds to the Secondary CONEXT® Cards for use by the Secondary Cardholders.

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A valid state issued driver’s license or U.S. Passport or other foreign passport and a second form of ID must be presented for each Primary Cardholder and any Secondary Cardholder at the time of opening the CONEXT® Card account. Additional company identification documents are required. Contact a CONEXT® Network Location for a list of requirements.

Important information for opening a card account: To help the federal government fight the funding of terrorism and money laundering activities, the USA PATRIOT Act requires all financial institutions and their third parties to obtain, verify, and record information that identifies each person who opens a card account. What this means for you: When you open a card account, we will ask for your name, address, date of birth, and other information that will allow us to identify you. We may also ask to see your driver’s license or other identifying documents.

Note: If this information is not provided prior to, or contemporaneously with, opening the CONEXT® Card account, the CONEXT® Card account application will be refused.

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Upon approval of your application, you will immediately be given an Instant Issue CONEXT® Visa® Prepaid Card. This instant issue card has limited functionality. With this card, you can perform PIN and POS Signature Purchases. In 10-12 business days, you will receive your personalized CONEXT® Card which will be fully functional. Additionally, this primary card will be embossed with your first and last name and company name. The issuance of a secondary card is different; see below.

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To get a secondary CONEXT® Card, the Primary Cardholder must complete the Secondary Cardholder application along with the individual to whom the secondary card will be issued. The Secondary Cardholder does not get an instant issue card. Once approved, a secondary card will be mailed. This card will be mailed to the business address of the Primary Cardholder that was provided during the application process. The card will arrive within 10-12 business days. The secondary card will be fully embossed with the Secondary Cardholder’s first and last name and company name. As the owner of the business, it is the responsibility of the Primary Cardholder to distribute the secondary cards appropriately.

Loading Your CONEXT® Card

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The CONEXT® Card can only be loaded and re-loaded at CONEXT® Network Locations. The load and re-load can only take place by presenting a check payable to the Account Owner (Company Name) at a CONEXT® Network Location. The face value of the check, less certain fees, is loaded directly to the CONEXT® Card.

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No, there is no minimum load amount that can be value loaded to the CONEXT® Card

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Yes. The maximum aggregate card balance for the Primary CONEXT® Card and all Secondary CONEXT® Cards associated with the same account is $25,000. The maximum amount that may be value loaded to a Primary CONEXT® Card is $25,000 and to any Secondary CONEXT® Card is $5,000. The Primary Cardholder may lower the maximum load value on a Secondary CONEXT® Card. You may not make purchases that exceed the loaded value on a CONEXT® Card. You may not load more than $50,000 in any single-day.

*All requested loads go directly to the Primary CONEXT® Card. The Primary Cardholder can then transfer money to the secondary cards.

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Funds loaded on your CONEXT® Card are available immediately.

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Out-of-state checks are processed at the same speed as in-state checks, so funds will be available immediately

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Eligible checks that can be loaded onto your CONEXT® Card include personal checks, business checks, cashier’s checks and money orders that are payable to your business. Ineligible checks include credit card checks, payroll checks, savings bonds, unsigned checks and checks dated in the future (post-dated checks). Other types of checks may be loaded at the Program Manager’s discretion

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In the event a check that you load is dishonored, the funds on the CONEXT® Card may be frozen. The freeze will be released only after any balance has been paid back or funds have been withdrawn from your CONEXT® Card to pay back a balance that is a result of a dishonored check.

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The Primary Cardholder is authorized to load funds to the CONEXT® Card. Secondary Cardholders may be authorized by the Primary Cardholder to load funds to the primary card only. The Primary Cardholder may then transfer funds to any secondary card.

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The fees to load and use the CONEXT® Card are listed in the CONEXT® Commercial Prepaid Card Account Agreement.

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No. Only a check payable to your business may be presented at a CONEXT® Network Location to be loaded onto your CONEXT® Card

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Yes, up to the maximum insurance coverage amount provided by law. The CONEXT® Card is issued through Sunrise Banks, N.A., Member FDIC, pursuant to a license from Visa U.S.A., Inc. and the funds loaded to the CONEXT® Card are held in an FDIC insured account at the issuing bank.

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When processing a transaction for a Secondary Cardholder, the Program Manager reserves the right to re-verify with the Primary Cardholder that the Secondary Cardholder is authorized to process such transactions.

Using Your CONEXT® Card

Getting Started

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Upon your approval for a Primary CONEXT® Card, you will be provided with an instantly activated temporary CONEXT® Card by the Program Manager. Upon receipt of your personalized CONEXT® Card in the mail, you will need to activate it by logging into the CONEXT® Card website at www.ConextCard.com or calling the phone number located on the back of the Card. In the event activation issues arise, please call our Customer Service at 1-855-9 CONEXT for issue resolution. Secondary CONEXT® Cards are only issued as personalized cards that will be mailed to the Primary Cardholder’s business address

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Yes. You will be given a temporary PIN when your temporary CONEXT® Card is initially approved. You will be prompted to create a new PIN when you receive and activate your personalized CONEXT® Card. To prevent unauthorized use and access to your CONEXT® Card, you should always keep your PIN confidential. You may reset your PIN by calling us at 1-855-9CONEXT or by logging into your CONEXT® Card account via the website at www.ConextCard.com.

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When you receive your temporary CONEXT® Card, your PIN will be automatically set as the last four digits of your social security number. If you would like to change this, please call our Customer Service at 1-855-9CONEXT or log into the CONEXT® Card website at www.ConextCard.com.

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If you lose or forget your PIN number, please call our customer service number at 1-855-9 CONEXT. For security purposes, customer service does not have access to your PIN. If you lose or forget your PIN, customer service will re-set your PIN at your request.

Limits & Functionality

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You may not make purchases that exceed the loaded value on a CONEXT® Card. The maximum aggregate card balance for the Primary CONEXT® Card and all Secondary CONEXT® Cards associated with the same account is $25,000. The maximum amount that may be value loaded to a Primary CONEXT® Card is $25,000 and to any Secondary CONEXT® Card is $5,000. The Primary Cardholder may lower the maximum load value on a Secondary CONEXT® Card. There may be limitations to certain types of transactions; please refer to your Cardholder Agreement.

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No. The CONEXT® Card does not offer overdraft protection.

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No. The CONEXT® Card is not a consumer prepaid card.

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Your CONEXT® Card will be accepted anywhere Visa Debit is accepted within the United States of America. In order to complete a transaction, a PIN number and/or signature is required. The transaction can be conducted by choosing “credit” or “debit”. Please note that the CONEXT® Card will not be accepted anywhere outside of the U.S., even though Visa is accepted outside of the U.S. The CONEXT® Card is for domestic use only and can be used in all 50 states. This excludes Puerto Rico and other U.S. territories

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No. The CONEXT® Card is to be strictly used for business expenses only. The CONEXT® Card is strictly limited to commercial businesses. Your CONEXT® Card may be terminated if used for any other purposes.

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No. The CONEXT® Card is not a payroll card and cannot be used as a payroll card under any circumstance. Your CONEXT® Card may be terminated if used for payroll.

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Yes. You may use your CONEXT® Card at any ATM displaying the Visa logo or the NYCE name or logo. You may make cash withdrawals up to $3,000.00 per day in the aggregate (all CONEXT® Cards associated with the account). You may not make cash withdrawals that exceed $1,000 per day from the Primary Card or $500 per day from any Secondary Card. These daily limits may be subject to additional limitations imposed by banks and ATM operators. The Primary Cardholder may also set lower daily cash withdrawal limits on the Primary CONEXT® Card and each Secondary CONEXT® Card, therefore, the aggregate per day withdrawal limit may be less than $3,000.00. The account may be charged a transaction fee for ATM withdrawals by the ATM operator.

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No. The CONEXT® Card is Domestic Use Only. This excludes Puerto Rico and other U.S. territories

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If you visit www.ConextCard.com you can review activity on your CONEXT® Card. Secondary Cardholders may have limited ability to review account information. Additionally, you can review activity via the CONEXT® Card mobile app.

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Once funds are loaded onto your CONEXT® Card, you can conduct many types of transactions including bill pay, card to bank transfers, and card to card transfers. For a full list of transactions, please refer to your Cardholder Agreement.

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Some transactions require that you provide your zip code in order to process the transaction. You must use the zip code that is associated with your card account. Unless you have changed the address associated with your card account, the billing address on file is the same business address you originally disclosed when you opened the card account.

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Every CONEXT® Card cardholder should keep all information, including PINs and passwords, absolutely confidential. You should check your CONEXT® Card account activity frequently to identify and fix any possible issues or problems as soon as possible, and thereby minimizing risk and/or damage resulting from suspected fraud. If you, or any of your Secondary Cardholders, lose your CONEXT® Card, or you suspect fraud on any of the CONEXT® Cards, immediately call customer service at 1-855-9CONEXT.

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If your CONEXT® Card is lost, stolen or damaged, you can call our customer service at 1-855-9CONEXT, visit our website at www.ConextCard.com, or visit a CONEXT® Network Location to request a replacement CONEXT® Card.

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No. There are no fees or charges for non-use of your CONEXT® Card or linked prepaid account.

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No. The Primary Cardholder and each Secondary Cardholder will be issued a CONEXT® Card with a designated and unique number. No person other than the person to whom the CONEXT® Card is issued will be allowed to use the Card.

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In the event your Company becomes insolvent and files for bankruptcy, it is the responsibility of the Primary Cardholder or to notify the Program Manager of the bankruptcy. Should the Primary Cardholder fail to notify the Program Manager of its bankruptcy filing, neither the Issuer nor the Program Manager shall be legally or otherwise liable or responsible for any and all transactions processed through the CONEXT® Card during the bankruptcy proceeding.

Pre-Authorized Transactions

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Some merchants put a temporary hold on funds until the transaction is settled. Furthermore, some merchants may put an additional hold beyond the actual transaction amount until the transaction is settled. For example, when purchasing gas at the gas pump, a $100 hold will be put on your card until the transaction is settled. This hold will last until either the transaction is settled or up to a maximum of 3 days. See table below for a list of pre-authorized holds that will be put on your card.

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Until a pre-authorized transaction is settled and the pre-authorized amount is released, your available balance may be different(less than) your actual balance. As soon as the pre-authorized amount is released, you will see your actual available balance.

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Different merchant categories hold different amounts. Generally, merchants hold a percentage of the transaction amount while a few hold a specific dollar amount. See the table below.

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Different merchant categories hold pre-authorized amounts for varied lengths of time. See the table below.

Merchant Category Max Hold Days Hold Amount Extra Hold %
Gas Stations 3 $100 0%
Bars, Lounges, Nightclubs 60 $0 20%
Limousines and Taxis 60 $0 20%
Barber and Beauty Shops 60 $0 20%
Restaurants 60 $0 20%
Rental Agencies (Car, Motor Home, Tools, and Machinery) 30 $0 20%
Health and Beauty Spas 60 $0 20%
Lodging (Hotels, Motels, and Resorts) 30 $0 20%

To educate customers about our services and benefits, we have prepared a simple FAQ page. Whether you’re starting your search or just trying to learn more, we have explained common customer queries that will guide you in a better direction.

Any further questions or assistance, please contact us.

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