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FAQ

General

Temporary Card

Personalized Card

Rewards

General

  1. Who is Kroger Personal Finance®?

    Kroger Personal Finance® (or KPF) is the financial services partner for the Kroger® Co. Family of Stores. We're proud to team up with respected financial services providers to offer you a wide range of affordable financial products.

    It is our goal to simplify the way you shop for financial services and connect you with products that deliver real value for the way you live today.

    We hope you will enjoy the combination of savings, security, and exceptional service that our products provide.

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  2. What is a reloadable prepaid debit card?

    A reloadable prepaid debit card is many things.

    It is a debit card that carries with it the universal acceptance of a major card network. It will allow you to shop and spend at millions of locations around the world.

    It is also a prepaid card, which means that you never have to worry about credit checks or spending more than you have. You can only spend the balance on the card, so overdrafting (and the fees that go with it) can become a thing of the past!

    Last, it is reloadable. This means you can use the card over and over again. Just add more funds and keep enjoying all the benefits your card brings.

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  3. How is this different from a gift card?

    Gift cards are great. But they aren't for everyday spending.

    That is where reloadable prepaid debit cards come in!

    Reloadable prepaid debit cards are designed to be used for all of your shopping, paying your bills, and getting cash from ATMs. From the things you need, to the things you want—and eveything in between.

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  4. How is this reloadable prepaid debit card different from all the other prepaid cards I have seen?

    This card is different because of the 1-2-3 REWARDS® program.

    This is a prepaid card that lets you earn free groceries, just for using the card any way you choose!

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  5. Is this a credit card?

    No, it is a reloadable prepaid debit card. There are no credit checks required to get one, and no line of credit is issued to card users. You can only spend the value that you load onto the card. But remember, you can reload over and over again, as often as you want!

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  6. Will using this prepaid card affect my credit rating?

    No. Since this is a reloadable prepaid debit card, there is no credit involved. You do not need to have a credit check to get one, and your use of the card is not reported to any credit bureau.

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  7. Does this card require a credit check?

    No. Since this is a reloadable prepaid debit card, there is no credit involved. You do not need to have a credit check to get one, and your use of the card is not reported to any credit bureau.

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  8. Where can I get one?

    Right now, our cards are only available in certain areas. But soon, these cards will be available throughout the Kroger® Co. Family of Stores. Check your local store for availability.

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  9. What do I need to get one?

    All you have to do is purchase one in the store. There is no credit check.

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  10. How old do I need to be to get one?

    You must be 18 in order to receive a Personalized Card.

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  11. Can I have more than one card at a time?

    We do offer a single customer to hold 2 active cards with unique account numbers at one time, however, a single customer cannot hold 2 cards with the same account number.

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  12. Can I get a second card on this account to share with someone else?

    Currently, we do not offer multiple cards on a single account.

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  13. What are the fees for this card?

    Please review this helpful chart.

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  14. Do I have a monthly fee even if I don't use the card during that month?

    Yes. The fee is assessed on all Personalized Cards every month.

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  15. Do I have a monthly fee even if my balance is $0?

    Yes. The fee is assessed on all Personalized Cards, every month. If you wish to no longer use your card, be sure to call our customer service number, toll-free at 1-866-265-8419.

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  16. How can I check my available funds balance?

    There are many ways for you to check your available funds balance. You can always check at any time, for free, by calling 1-866-265-8419 or by checking online at www.KPFprepaid.com. You can also sign up for free email and text message alerts online. You can even text us "BAL" to 42265 for free five times per month for a text balance inquiry. There is a charge of $0.08 for each text balance inquiry beginning on your sixth text message per month. Remember to use www.KPFprepaid.com to manage your alerts.

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  17. How can I check my points balance?

    You can always check at any time, for free, by calling 1-866-265-8419 or by checking online at www.KPFprepaid.com.

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  18. How can I check my transaction history?

    You can check your transactions at any time, for free, by calling 1-866-265-8419 or by checking online at www.KPFprepaid.com. Online, you can also sign up for monthly paper statements once you have a Personalized Card. Paper statements will cost $1 per month.

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  19. My balance is negative. How could this have happened?

    One of the great features of your prepaid card is that you cannot spend more than your available balance. But that does not mean you can never have a negative balance. The fees associated with your card may make your balance negative.

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  20. Why are some transactions marked "pending"?

    Sometimes your transactions will have been authorized but not yet processed. All this means is that you have agreed to make the payment, but the retailer has not yet completed the transaction to transfer the funds.

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  21. How can I dispute a purchase on my account?

    If you have a dispute with a purchase you have made using the card, it is best to address your dispute with the retailer who accepted your card. If you have a transaction on your card that you did not make, please contact us immediately at 1-866-265-8419.

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  22. Why do some transactions show up for only $1 when I know I spent more than that?

    Some retailers might place a hold on a low amount, perhaps $1, just to ensure that your card account is active before they process a transaction. Re-check your account 48 hours after your purchase. Pay close attention to your card balance to ensure that the correct amount is taken by the retailer.

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  23. How do I cancel my card?

    If you need to cancel your card, just call us at 1-866-265-8419.

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  24. My Personalized Card is about to expire. What do I do?

    You will automatially be issued a new Personalized Card as long as your account is active. You will receive your card in the mail. The only action that you need to take is to ensure the address information that we have on file is still correct.

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  25. How do I sign up for text and email alerts?

    Please visit www.KPFprepaid.com and view our Features and Benefits section for more information about all of our features! Once you have your Personalized Card, and you login to your card account, you will have the option to sign up for alerts.

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  26. What type of alerts can I choose?

    We offer available funds balance and earned reward coupon alerts.

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  27. How do I cancel alerts?

    You must let us know by calling 1-866-265-8414 or by going online at www.KPFprepaid.com. For text alerts, you can reply "STOP" to unsubscribe at any time from your mobile phone.

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  28. Is this card anonymous?

    It is not anonymous. Your name will be embossed on your Personalized Card and some of your personal information is maintained to identify your account. We are very committed to maintaining the security of your personal information. Please review our Privacy Policy for details.

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  29. What happens if I want to return something that I purchased with my card?

    You should return your merchandise to the retailer where it was purchased in accordance with their own return policy. Returns on your account cannot increase your card balance beyond the maximum available balance of $3,000. Returns will cause negative electronic rewards points to post to your account when using your Personalized Card.

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  30. What do I do with my card once I have spent all the money from the balance?

    You should always be sure that your card holds enough balance so that you can make purchases. Reloads can be done by purchasing a ReCharge Card with cash in our stores.

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  31. Can my Temporary Card be replaced if it is lost or stolen?

    Yes. A Temporary Card will need to have been registered in order for us to replace the card. You may also need to have your receipt from when you purchased the Temporary Card. Please call us at 1-866-265-8419. A fee of $4.95 is assessed to cover the costs of processing and shipping your replacement card.

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  32. Can my Personalized Card be replaced if it is lost or stolen?

    Yes. Please call us at 1-866-265-8419. A fee of $4.95 is assessed to cover the costs of processing and shipping your replacement card.

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  33. Why do you need my personal information?

    To help the government fight the funding of terrorism and money-laundering activities, federal law requires all financial institutions to obtain, verify, and record information that identifies each person who opens an account.

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  34. Can I use my card outside of the United States?

    Your Temporary Card can only be used in the United States. Your Personalized Card can be used anywhere that accepts Visa® Debit Cards worldwide.

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  35. What is the best way to purchase gas with this prepaid card?

    Gas stations will usually place a "hold" on your account to ensure that you have a large enough balance to cover the total amount of gas you might purchase at the pump. They "hold" this predetermined amount before they know how much gas you will actually buy. Your transaction may be declined if your balance is not sufficient to cover the "hold" amount. In order to avoid this, you can prepay the station attendant for the amount of gas that you would like to purchase.

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  36. Can I use my card for Internet gambling websites?

    No, neither the Temporary Card nor the Personalized Card can be used for Internet gambling.

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Temporary Card

  1. Can I use my Temporary Card as soon as I purchase it?

    Almost! Before you can use your Temporary Card, it must be activated. Once you have purchased the card, please call us at 1-866-265-8419 or Login.

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  2. What is the Temporary Card? How can I tell if my card is temporary?

    The Temporary Card is the card that you buy in the store. It does not have your name embossed on the front. This card cannot be reloaded and will not earn rewards.

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  3. Where can I use the Temporary Card? Where can I NOT use it?

    You can use your Temporary Card anywhere that accepts a Visa® Debit Card and does not require a PIN. You can even use it online—but you must register your Temporary Card in order to complete online transactions. You can NOT use the Temporary Card to withdraw cash from ATMs, at institutions that require a PIN, nor outside the United States or in transactions with companies that will process the transaction outside the United States.

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  4. Can I add more money to my Temporary Card balance?

    No. The Temporary Card is not reloadable. Be sure to register for a Personalized Card so that you can reload and enjoy all of the other benefits of our rewards program!

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Personalized Card

  1. What is the Personalized Card? How can I tell if my card is Personalized?

    The Personalized Card comes to you in the mail and is embossed with your name. You must first buy a Temporary Card before you can register to receive your Personalized Card. The Personalized Card is reloadable and it earns 1-2-3 REWARDS®!

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  2. How long from the time I register until I receive my Personalized Card?

    Please allow 7 to 10 business days for the delivery of your Personalized Card.

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  3. Can I rush the delivery of my Personalized Card?

    Yes. In order to do so, please call 1-866-265-8419. A fee of $20 will be applied to your card.

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  4. Can I use my Personalized Card as soon as I receive it?

    Before you can use your Personalized Card, it must be activated. Once you receive the card in the mail, please call us at 1-866-265-8419 to activate your Personalized Card.

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  5. Can I use my Personalized Card everywhere?

    Your Personalized Card can be used anywhere that accepts Visa® Debit Cards.

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  6. Can I use my Personalized Card in an ATM?

    Your Personalized Card can be used to make cash withdrawals and balance inquires from ATMs. Please refer to your fee chart for applicable card fees. Remember to select the 'checking' option when using your Personalized Card at an ATM.

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  7. What about my PIN?

    During the activation process for your Personalized Card, you will be required to establish a PIN.

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  8. Can I spend more than I have in my balance?

    No. You can only spend up to the amount that you have in your balance. Say goodbye to overdraft fees!

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  9. Will I get overdraft fees if I accidentally try to spend more than I have in my balance?

    There are no overdraft fees associated with this card. Any purchase transaction that would exceed your balance will be declined.

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  10. Can I use this card to rent a car, obtain a hotel room, or purchase an airline ticket?

    You can use your Personalized Card to do all of these things! But remember, most of these transactions will result in a "hold" on your balance. These companies usually hold an amount that is much larger than the actual cost of the rental, ticket, or room to cover possible expenses. This could mean that you will not have access to the held funds for up to 90 days. Please check with these companies about the details of their policy.

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  11. How do I add more money to my Personalized Card balance? How do I reload my card?

    There are many ways to add money to your Personalized Card. You can add money to your Personalized Card at any check lane or service desk at participating Kroger Family of stores locations or by purchasing a ReCharge Card. A $3 reload fee will apply. You can also add money to your Personalized Card when you cash checks at our stores. The most convenient and FREE way to load your Personalized Card is by direct deposit. You can have up to $1,500 from your paycheck directly loaded onto your Personalized Card. To enroll in direct deposit, print this form , fill it out and give it to your employer. Direct Deposit is fast, easy, and FREE.

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  12. Is there a limit to how much money I can load to my card balance?

    Only Personalized Cards can be reloaded. The reload limits for Personalized Cards are: $10 to $1,000 when using a Recharge Card and/or between $10 and $1,500 when reloading via Direct Deposit. At no time can the balance on your Personalized Card be greater than $3,000. Total reloads (of all types) cannot exceed $6,000 in a thirty (30) day period.

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  13. Is there a maximum card balance?

    Yes. Your maximum account balance is $3,000.

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  14. What happens if I try to load funds that would take my balance beyond the $3,000 maximum?

    Your Personalized Card cannot carry a balance higher than $3,000. Any transaction that would raise your balance above this amount will be declined.

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  15. How do I reset my PIN?

    Reset your PIN by going to www.KPFprepaid.com. You will need your current PIN to complete this process. If you do not have your current PIN you will need to call 1-866-265-8419 to have your current PIN mailed to you.

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Rewards

  1. How do I earn 1-2-3 REWARDS® points?

    You earn points just by using your card. You earn 1 point for every dollar you spend, 2 points for every dollar spent in one of the Kroger® Family of Stores, and 3 points for every dollar spent on any of our own family of products. You can earn points every time you spend! Certain exclusions may apply. Please reference our Terms and Conditions for more details.

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  2. How much are 1-2-3 REWARDS points worth?

    1,000 points = $5 in free groceries! After you accumulate 1,000 points, you will be issued a $5 electronic coupon. Electronic coupons will be awarded monthly when you have earned a minimum of 1,000 reward points (electronic coupon for $5 off a qualifying Kroger® purchase), if your account is in good standing. 1-2-3 REWARDS points have no cash value. Please review the Terms and Conditions for more details and exclusions.

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  3. How often will I earn my 1-2-3 REWARDS coupons?

    Your electronic coupons are awarded monthly.

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  4. Will my 1-2-3 REWARDS coupons ever expire?

    Your coupons expire after 12 months from the month in which they were issued to you.

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  5. How are my 1-2-3 REWARDS points affected if I return merchandise?

    If you earned points on the original transaction, those points will be deducted from your point balance if you return the merchandise. As an example, if you return all the merchandise from a purchase that had earned 200 points, we will deduct 200 points when the return transaction is completed.

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  6. How do I receive my 1-2-3 REWARDS coupons?

    Your coupons are electronic and are issued to the shopper's card bar code on the back of your Personalized Card. Issued coupons do not affect the available funds balance of your card. Your cashier will remind you when you have coupons available to use. You can also sign up to have an alert sent to you via email when you have earned a coupon.

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  7. Where can I redeem my 1-2-3 REWARDS coupons?

    Your coupons can be redeemed throughout participating stores within the Kroger® Family of Stores: Kroger, Dillons, Fry's®, Smith's®, King Soopers, and QFC. To find a store near you, please click the name and follow the link.

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  8. How does the Fuel Discount Program work?

    In the Kroger® Family of Stores, your shopper's card can already help you earn fuel rewards, and we are making those savings even better! When you use your Personalized Card and scan the shopper's card bar code on the back, the existing fuel rewards you have earned will be increased by $0.05 per gallon!

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  9. How can I find locations to use my fuel discount?

    You can use your fuel discount at all Kroger® Family of Stores Fuel Centers: Kroger, Dillons, Fry's®, Smith's®, King Soopers, and QFC. To find a store near you, please click the name and follow the link. Remember to look for the Fuel Center logo:

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  10. Can I partially use an Electronic Coupon? Could I only use $7 of a $10 coupon?

    Your coupons can only be used on purchases of equal or greater value than the coupon being used. When using a coupon, you must redeem its entire value on the same transaction. Please review the Terms and Conditions for all applicable restrictions and considerations.

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  11. Can I redeem my Electronic Coupons for cash value?

    No. The rewards points and the rewards coupons have no cash value.

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