FAQ

Getting Started

 

Getting to Know Us
What is Boost Mobile Wallet? Boost Mobile Wallet Prepaid Mastercard®, together with the app, is the convenient way to keep track of your spending and pay for purchases without carrying anything more than your phone and card.
Is this a bank account? Boost Mobile Wallet is not a bank account. Boost Mobile Wallet Prepaid Mastercard® funds will be FDIC insured provided the card is registered to the name of the primary cardholder by our partner, Sunrise Banks.
How are you connected to Boost Mobile? Boost Mobile Wallet is an independently run program, backed by Boost Mobile.
Do I have to be a Boost Mobile subscriber to become a member? Nope! Boost Mobile Wallet is open to all.
How much does it cost to have an account? Creating an account costs nothing, and there are no costs for a Boost Mobile Wallet Basic account. For fees that apply to a Plus account, see our Pricing details.

Creating Your Account
What's the difference between Basic and Plus? Boost Mobile Wallet Basic helps you discover more in your community, bringing you local deals and reviews for places to go and opportunities to check in, tag friends, post pics and share with Facebook, Twitter and the Boost Mobile Wallet Community.

Boost Mobile Wallet Plus comes with The Fun Part of a Basic account in addition to features that allow you to top-up your phone, deposit checks, direct deposit recurring payments, send money and pay everywhere Debit Mastercard® is accepted using your Boost Mobile Wallet Prepaid Mastercard®.
What information do I need to provide? For a Basic account: Full name, email, date of birth, ZIP code, and mobile number.

For a Plus account: Full name, email, date of birth, mobile number, permanent address and Social Security number.
Why is my address not accepted? One reason why your address may not be accepted is because we do not support P.O. boxes at this time.

The second reason is that the address you entered is not your primary address. Your primary address is most likely the one on your driver's license or state ID and must be a physical location.

If the primary address provided is still not working, call customer care at 646-992-9091.
Can you ship my card to a different address? If you are unable to receive your card at your primary address entered during registration, please call customer care at 646-992-9091 immediately after completing registration.
Why do I have to provide my Social Security Number? To help 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.

See our Privacy Policy for more information about how we collect, use and protect your information.
Who can get Boost Mobile Wallet? Anyone can sign up for a Basic account, but you must be a Legal U.S. citizen or resident over 18 years of age, with a valid Social Security number to enroll for a Plus account.
Will you do a credit check on me? Nope, no credit check!
Can I have more than one account? We allow each customer to open a single account.
How do I upgrade from Basic to Plus? To upgrade from Basic to Plus account, log onto to the Boost Mobile Wallet app. Once you are logged in, click on the Menu on the top left corner and select Upgrade Now. Once you land on the next page, select Upgrade Now and you are on your way to having a Plus account with all the added features to access!

Logging In
What if I forgot my email or password? If you forget your password, select Forgot Password on the login screen of the app. If you forget your email, please call the Customer Care Team at 646-992-9091.
What if I already have a Boost Mobile Wallet account? Use your original email and password. If you can't remember your password, select Forgot Password on the login screen of the app. If you can't remember your email or are still having issues, call the Customer Care Team at 646-992-9091.
What if I no longer have access to the email I used to create my account? Call the Customer Care Team at 646-992-9091.
How do I change my access code? From the app, go to the Menu, hit Settings, and then choose Security to change your access code.

The Card

 

General
How do I activate my Boost Mastercard®? Activate your Boost Mastercard® by calling 646-992-9091.
Dude, where's my card? If your Boost Mastercard® didn't arrive, call 646-992-9091 and we'll make sure the next one gets to you.
How do I reset my PIN? You can reset your PIN by calling 646-992-9091.
How do I report my card lost or stolen? Call the Customer Care Team at 646-992-9091 and we'll send you a new one. The replacement fee is found in Pricing.

Make sure you report a lost or stolen card as soon as you notice the card is missing OR that there is a purchase or withdrawal you don't recognize!
Can I use my card outside the United States? Yes, you can use your card outside of the U.S. And, no, you don't need to do anything beforehand. You can even withdraw cash and check balances at ATMs, but there are fees involved. Find them on the Pricing page.
Can I overdraft? No, you can't overdraft. If you attempt to make a purchase or transfer funds and you don't have enough money on your Boost Mastercard® or Boost Visa, the purchase will be declined.
Why is the amount I was charged different from the purchase amount? It's customary for certain businesses to submit a pending amount for a purchase that is higher than the amount you actually spent, but don't worry. (This happens most frequently for gas purchases and hotel rooms.) The discrepancy will correct automatically within three business days after you have authorized the purchase. If you have a question about an incorrect transaction paid with your Boost Visa or Boost Mastercard®, call 646-992-9091 for help.
Do pending transactions count toward my Available Balance? A pending transaction is a transaction that has not been posted to your account, but is reflected in your Available Balance. For example, a debit card transaction may be pending until the merchant submits the final transaction for payment. Remember, in situations where there is a gratuity amount (such as restaurants and barber shops) or estimated authorization amount (such as gas stations and hotels), the final and correct transaction amount submitted by the merchant may differ from the original pending transaction amount.
Is my money safe? Yes! The money you keep in your Boost Visa or Boost Mastercard® account is FDIC insured, and all transactions are executed across a secure, encrypted connection, allowing you to make and receive payments with peace of mind.
What do I do if money is missing from my account? Call the Customer Care Team immediately at 646-992-9091.
Are there any restrictions on how much money I can load or keep on my card? These limits can be found in our Boost Mastercard® and Boost Visa Cardholder Agreements.
Can I get an extra card for a family member? No, we don't currently support family accounts or issue multiple cards per account.

ATM Access
How do I locate surcharge-free MoneyPass® ATMs? Go to ATM/Reload Locations in the Menu of the app or use the locator found here.
Can I use my Boost Mastercard® at any ATM? Yes, however, if you use a non-MoneyPass® ATM for any transaction, including a balance inquiry, you may be charged a fee by the ATM operator, in addition to the fees charged by MoneyPass® (found in Pricing), even if you do not complete a transaction. However, ATMs in the MoneyPass® Network have no surcharges. Locate MoneyPass® ATMs here.
Are there any restrictions on how much money I can withdraw each day? These amounts can be found in our Boost Mastercard® and Boost Visa Cardholder Agreements.

Loading Cash
How do I load cash? How to load a Boost Mastercard®:
  1. Visit a participating Mastercard® rePower™ retailer with the cash you want to add.
  2. Some retailers support the Card Swipe method, which enables you to complete your load in-store. At those locations, your card is swiped and the load amount is entered at the register.
  3. You will be provided a receipt that states the amount added, your load fee* and, at some participating merchants, your updated card balance. Your cash load will become available in real-time.
*Reload fees charged by the retailer may apply. Check with your local participating merchant to find out.

How to load a Boost Visa card
  1. Locate a ReadyLink location to add money to your card.
  2. At most locations you can just swipe your card at the register.
  3. If asked at MoneyGram® locations, use Receive Code 7034. Your funds will be available in real time.
Retailers set their own fees for cash reloads, so you may want to call ahead.
How do I submit a check?
  1. Sign in to Boost Mobile Wallet.
  2. Tap the Menu, then Boost Mobile Wallet Card.
  3. Tap Load in the bottom navigation bar, then choose Deposit Check.
  4. Take a photo of your check and enter the dollar amount.
  5. Select the timing of when you'd like to receive your funds1.
  6. Confirm the transaction to proceed to approval2.
1Choose "in Minutes for a fee" or "in 10 Days for free"
2All checks subject to review for approval.
How do I find a cash reload location? To find Mastercard® rePower™ locations, tap ATM/Reload Locations found in the Menu of the app and choose Mastercard® rePower™ or visit their Website here.

To find Visa ReadyLink locations, tap ATM/Reload Locations found in the Menu of the app and choose Visa ReadyLink or visit their Website here.

Direct Deposit
How do I set up direct deposit with my payroll department or government benefits provider? Verify that your employer, payroll department or government benefits provider offers Direct Deposit service and that your Boost Visa or Boost Mastercard® is active. Then provide your Boost Visa or Boost Mastercard® account and routing numbers to your employer payroll department or government benefits provider. Also make sure that the direct deposit amount you have selected will not exceed the maximum account balance limit found in the Boost Mastercard® and Boost Visa Cardholder Agreements.
How do I stop Direct Deposit service? To stop the Direct Deposit service, contact your employer payroll department or government benefits provider to inform them that you wish to stop automatically depositing money to your Boost Mastercard® or Boost Visa account. They will provide instructions about any additional required actions you may need to complete.
How do I locate my account & routing number? From the app, go to Boost Mobile Wallet Card in the Menu, press More in the Navigation Bar and then select See Account Numbers. Boom.

You can also find this information on the piece of paper that came in the mail with your card.

Account Transfers
How do I schedule an account transfer? Visit your bank's Website or mobile app for additional information. You will need to provide your Boost Mastercard® or Boost Visa account and routing numbers.
When will my funds be available? Most banks transfer funds within 3-5 business days, excluding weekends and bank holidays. Some banks allow you to select delivery options such as next day transfer.

The App

 

Mobile Top Ups
When will this feature be available? We're working really hard to get this feature to you as soon as possible!

Friend Pay
How do I send/request money? You can send money to friends and family with Boost Mobile Wallet in the mobile app. To access Friend Pay, tap Boost Mobile Card on the Menu, then click on Transfer on the Navigation Bar and choose Friend Pay. If you want to send money to someone who doesn't have Boost Mobile Wallet, you can invite friends in the Manage Friends section found in the Menu.
Can I cancel a friend pay or request? To cancel a friend pay or request in the app, select Boost Mobile Card in the Menu, then tap Transfer on the Navigation Bar to select the Friend Pay feature. Once there, tap Activity. Then choose the transaction you want to cancel and hit “cancel”.

Mobile Check Deposit
When will this feature be available? We're working really hard to get this feature to you as soon as possible!
How much does it cost to deposit a check and when will my funds be available? This varies depending on how soon you want your funds. For a small fee you can have access to your funds in minutes. If you are okay waiting a bit, you can have your funds available in 10 days for free. More details can be found in Pricing.

Bill Payments
When will this feature be available? We're working really hard to get this feature to you as soon as possible!

Connected Accounts
When will this feature be available? We're working really hard to get this feature to you as soon as possible!

The Fun Part

 

eGift Cards
When will this feature be available? We're working really hard to get this feature to you as soon as possible!

Groupon Deals
How do I purchase a Groupon? From the app, tap on the Groupon deal you want to purchase and either log in or sign up for a Groupon account through the Boost Mobile Wallet app.
Do I need a Groupon account to purchase a deal? Yes. Enroll for free through the Boost Mobile Wallet app when you are ready to purchase a deal.

Social Accounts
How do I link my Facebook and Twitter accounts? Once you have successfully signed up for a Boost Mobile Wallet account, go to the Menu, hit Settings, then choose Manage Linked Social Accounts.
How do I add/find friends? From the app, go to Menu, hit Settings, tap Manage Friends and find friends to invite from your Address Book.
How do I make my account private? From the app, go to Menu, hit Settings and then Privacy, and select what personal or search features you'd like to make private.

Account Closures

 
How do I close my account? Call the Customer Care Team at 646-992-9091. We'll walk you through the process and will mail you a check for the remaining account balance.
Why did my account close? There are a number of reasons why your account could have closed. Please call customer care at 646-992-9091 for more information.

Not finding the answers you need?

Call 646-992-9091 or email care@boostmobilewallet.com*
*A fee of $1.95 will be charged to the customer when connecting with a live agent.