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FREQUENTLY ASKED QUESTIONS

Where can I download the Ingo Money app?

You can download the Ingo Money app either from the App Store℠ for iOS devices or from the Google Play™ Google Play™ Store app for Android devices. 


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How do I use my smartphone camera to take a picture of a check?

It’s easy! First, sign the back of your check and make sure the lighting in the room is good. Now, lay the check on a solid-colored background so that none of the check info is covered up. Then, position your smartphone camera at a slight angle so there are no shadows on the check. Be sure the check fits just inside the guidelines and that it is not wrinkled in any way. Then, just take the photo to send it to Ingo to review for funding approval.

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How much does it cost to use Ingo?

Downloading the Ingo Money app is free, and there’s no cost to sign up or have the app on your phone.

When you send us a check to review for approval, you have a choice. You can choose to pay a fee and we will review your check for approval in a few minutes, although in some instances it can take up to an hour. The fee is 1% for preprinted payroll and government checks and 4% for all other checks, with a minimum fee of $5 per transaction. If we don’t approve and fund your check, no fee is charged. Fees may apply to loading or use of your card. Contact your card issuer for details.

Alternatively, you may choose 10-day funding for no fee, and we will deposit your funds to your card in 10 days if the check is approved and does not return to us unpaid during the 10 day period.

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When will my funds be available?

You decide! If you choose the 10-day no-fee option, your funds will be loaded onto your eligible Prepaid card in 10 days, if your check is approved and not returned unpaid. If you need your money sooner and choose to pay the fee of 1% or 4% (with a minimum fee of $5 per transaction), your money will be available if your check is approved after a short review by Ingo that can take as few as 2 minutes or, in rare instances, as long as an hour. Fees may apply to loading or use of your card. Contact your card issuer for details.

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What kinds of checks can I load?

Ingo will review most check types for funding approval from $5 up to $2,500. This includes traditional preprinted payroll and government checks, attorney checks, cashier’s checks, handwritten payroll checks, insurance checks, money orders, rebate checks, refund anticipation checks, and two party or personal checks.

Please note that you can’t load checks that aren’t made out to you, such as conditional endorsement checks, counter checks, credit card checks, customer appreciation certificates, gift certificates, starter checks, traveler’s checks, and warrants.

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What are the check limits?

Ingo will review most check types for funding approval from $5 up to $2,500. The maximum values you may place on your eligible Prepaid card using the Ingo Money app are $2,500 per check, $5,000 per day, and $10,000 per month. Additional daily, monthly, or card balance limits may be imposed by your Prepaid card program. Contact your card provider for more information.

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Does any Prepaid card work with Ingo?

Only eligible Prepaid cards work with the Ingo Money app, but it’s easy to find one. You can apply for one online or at any retail outlet where eligible Prepaid cards are available. To see a list of eligible cards go to: www.ingomoney.com/prepaid-card.

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Can I have multiple cards on my Ingo account?

Absolutely! Simply download the app and then enroll all of your eligible Prepaid cards in the app.

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I changed my card or I have a new card on my account. How do I update my information?

In the Ingo Money app, simply select 'manage cards' and then select 'add a Prepaid card.' You can also delete cards from this screen.

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What are Good Funds?

Good Funds are irreversible, ready-to-spend funds. Once Ingo loads the funds to your card, they are ready to spend, and the risk that the check is bad is ours. No deposit reversals, no overdrawn accounts, no hidden fees.

Ingo does reserve the right to recover funds from bad checks if you knew the check was bad when you sent it, if you attempt to cash or deposit it elsewhere, or if you otherwise act illegally or fraudulently.

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Is my data secure?

Yes. Ingo Money uses systems and technology to protect your personal information and won’t share your information with outside parties except as set forth in the Ingo Privacy Policy or with your permission. Ingo uses your Social Security Number to verify your identity and to help us reduce, prevent, and address check fraud.

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Why do I need to turn on my geo-locator?

As one of many security measures intended to protect the security of your account, we use geo-locator as an added measure to help confirm your phone is not in an unusual location when submitting the transaction.

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Why should I turn on push notifications?

Push notifications will allow you to receive immediate transaction status updates of check reviews and approval. Additionally, since some steps must be completed within a limited amount of time, push notifications will help you stay informed on the next necessary action to complete the approval process and load your funds as quickly as possible.

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Why can’t I register in the Ingo Money app?

You will not be able to register if Ingo cannot verify your identity—for instance, if your name and address don’t match or your name and Social Security Number don’t match. Please be sure to check, and double check, all of your information, and confirm that your name matches the one on your Social Security card. If you’re still having trouble registering, please give us a call at 1-866-984-HELP(4357) and one of our Customer Service Reps will be able to assist you.

You will not be able to register if Ingo cannot verify your identity—for instance, if your name and address don’t match or your name and Social Security Number don’t match. Please be sure to check, and double check, all of your information, and confirm that your name matches the one on your Social Security card. If you’re still having trouble registering, please give us a call at 1-866-984-HELP(4357) and one of our Customer Service Reps will be able to assist you.

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Why wasn’t my check approved?

All checks submitted to Ingo are subject to review for approval. There are a number of reasons why your check might not have been approved, such as:

  • We were not able to verify enough information on the check writer’s account
  • The payee name on the check doesn’t match the name on your Ingo account
  • The check was written on a closed account
  • The amount of the check will cause you to exceed the daily, weekly, or monthly load limits for your card
  • The amount of the check will cause you to exceed the Ingo daily or monthly load limits, or the maximum balance allowed on your card. See check limits
  • The amount of the check is less than $5 or more than $2,500

Note: Some cards require you to register with your card issuer, or to load funds to the card by other means before you can load money from a check with Ingo.

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Why is the app saying my check isn’t filled out when it is?

It’s possible that the check is not written dark enough or that some of the information, like the amount, is not close enough to its intended area. Please return the check to the check writer for corrections, or you can contact us at 1-866-984-HELP(4357) so we can further assist you.

It’s possible that the check is not written dark enough or that some of the information, like the amount, is not close enough to its intended area. Please return the check to the check writer for corrections, or you can contact us at 1-866-984-HELP(4357) so we can further assist you.

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Why am I being asked to submit a photo of my check with ‘VOID’ on written on it?

In order to prevent a check from being submitted twice, you may be asked to write ‘VOID’ across the front of your check after it has been approved for funding and submit a photo of the voided check to Ingo prior to release of funds to your card.

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Why is my account on hold?

We truly apologize for the inconvenience. Accounts can be put on hold for a variety of reasons, such as if we are unable to re-verify your identity, or if you send us potentially fraudulent or bad checks. If your account is on hold, we recommend speaking to one of our Customer Service Reps at 1-866-984-HELP(4357) so they can identify the reason your account is on hold.

We truly apologize for the inconvenience. Accounts can be put on hold for a variety of reasons, such as if we are unable to re-verify your identity, or if you send us potentially fraudulent or bad checks. If your account is on hold, we recommend speaking to one of our Customer Service Reps at 1-866-984-HELP(4357) so they can identify the reason your account is on hold.

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How do I suspend or cancel my Ingo account?

We are sorry to see you go. Since Ingo does not require a membership, there is nothing for you to cancel. Simply uninstall the Ingo Money app, and you’re all set.

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My password isn't working, or I've forgotten it. What should I do?

Not a problem! On the login page of the Ingo Money app, select 'recover password'. Then, fill out your email and the last four digits of your Social Security Number to have your password sent to your email address on record for your Ingo account.

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My username isn’t working. What should I do?

Your Ingo login is the email address you used when you signed up. Have you tried that one? If it’s still not working, please give us a call at 1-866-984-HELP(4357) and one of our Customer Service Reps will be able to assist you.

Your Ingo login is the email address you used when you signed up. Have you tried that one? If it’s still not working, please give us a call at 1-866-984-HELP(4357) and one of our Customer Service Reps will be able to assist you.

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How can I contact Ingo?

If you don’t find an answer to your question on this page, please contact our Customer Service Reps at 1-866-984-HELP(4357). You can also reach us for questions at help@ingomoney.com or Tweet our team at http://twitter.com/IngoCares.

If you don’t find an answer to your question on this page, please contact our Customer Service Reps, at 1-866-984-HELP(4357). You can also reach us for questions at help@ingomoney.com or Tweet our team at http://twitter.com/IngoCares.

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