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Latin Pay F.A.Q.s

How do I download the Latin Pay app*?

The Latin Pay app is available to download on Google Play.

*Standard data rates may apply from your wireless service provider when not connected to WiFi.

How do I activate my card?

You can activate your Latin Pay Prepaid Mastercard® by calling Customer Service at 1-844-309-1184.

Do I need an internet connection to use Latin Pay?


The app can be used with a WiFi connection, or your smartphone’s data. *Standard data rates may apply from your wireless service provider when not connected to WiFi.

About Latin Pay

What is Latin Pay?

Latin Pay is a secure mobile banking app that is connected to a prepaid card that allows you to manage your money directly from your smartphone. You will also receive a Latin Pay Prepaid Card that can be used everywhere Debit Mastercard is accepted.

Does Latin Pay charge fees?

There are fees for using Latin Pay. For a complete list of fees, please visit our Fee Schedule.

What mobile platforms does Latin Pay® support?

iOS (Apple iPhone 7 and later/iOS 15.8.1 or later) and Android.

If you have any issues with your Latin Pay app not working on your device, please contact Support by going to Help & Support in the Latin Pay app or you can directly email us at [email protected].

How does Latin Pay verify 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 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 you to upload a copy of your driver’s license or other identifying documents.

Is Latin Pay FDIC insured?

Yes, the funds in your the Latin Pay Prepaid Card Account will be insured to the maximum coverage limit provided by the FDIC, through Axiom Bank, N.A., Member FDIC, once we have been able to verify your identity.

Is Latin Pay a credit card?

No, the Latin Pay Prepaid Card is not a credit card. You will not receive any interest on your funds in your card account. There is no credit line associated with your card.

How do I get help or support?

Call us at 1-844-309-1184, or email us at [email protected].

Do you ship the Latin Pay Card internationally?


Where can I use Latin Pay?

Anywhere in the world where there is an internet connection and everywhere Debit Mastercard is accepted. Data rates from your wireless service provider for using the app may apply, however you can use the card without accessing the app.

When and how do I receive my Latin Pay Card?

Your Latin Pay Card usually ships within 48 hours of signup. Expect your card to arrive in 7 to 10 business days after you sign up, at the mailing address you used to register for Latin Pay®.

Can I use Latin Pay on non-smartphones?

No, but you can check your balance and transactions by calling 1-844-309-1184.

Can I cancel my account at any time?

Yes. Just send us a message or call Customer Service at 1-844-309-1184. Please be prepared to verify your identity, including last 4 digits of your SSN, and DOB.

Does Latin Pay offer checks?

No, Latin Pay does not offer checks of any kind.

Spending and Accessing Money

Is there overdraft protection?

No, since Latin Pay® is a prepaid card, your transaction will be declined if you attempt to spend more than the balance that is in your account.

Can I get cash back from my Latin Pay Card?

Yes, you can get cash back at thousands of retail locations across the US. When making a purchase at participating cash back merchants, select “Debit” as your form of payment. Put in your PIN and if the merchant allows for cash back, you can choose the desired amount of cash you want to get back. Note: Some merchants may limit the amount of cash back you may receive.

Do I need my phone with me when I use the Latin Pay Card?


Can I make online purchases?

Yes, everywhere online that accepts Debit Mastercard.

Is there a maximum cash amount I can get back when making a purchase?

Yes. The maximum amount you can withdraw is set by the retailer where you are making the purchase. You are also limited by the daily $10,000 maximum PIN purchase limit and $10,000 maximum POS Signature limit.

Does my Latin Pay Card have a PIN?

Yes. You may set your PIN when activating your Latin Pay Card. Your PIN can be changed at anytime by calling Customer Service at 1-844-309-1184.

Is there a maximum I can withdraw from ATMs?

The daily cash withdrawal limit is $510. Each ATM has its own specific withdrawal limits as well. *Bank or ATM network fees may apply.

Can I get cash out of an ATM?

Yes, at any ATM in the world where you see the Mastercard or Maestro brand mark. *Bank or ATM network fees may apply.

Can I make in-store purchases?

Yes. At any store around the world where Debit Mastercard is accepted. A foreign exchange fee will apply to international purchases. See the Fee Schedule for the complete listing of our fees.

Loading Money

How do I sign up for direct deposit?

You can receive your direct deposit directly onto your Latin Pay Card! Your account number and routing number can be found in the letter you received with your card. You can provide these numbers to your employer or benefits provider to receive funds through ACH direct deposit. The bank listed for direct deposit is Axiom Bank, N.A.

Is there a maximum amount I can have direct deposited?

You can fund your account with direct deposit as long as your balance does not exceed the $15,000 limit.

Is there a minimum amount for direct deposit?

No. You can direct deposit as little of your pay as you want. Take note: You have a $15,000 balance limit.

What is the maximum amount I can load into my Latin Pay account?

You can only load up to the account balance limit of $15,000. If a direct deposit is more than this amount, it will be rejected and sent back to the payer.

Does Latin Pay Card charge a fee for direct deposits to my card?

No. We will not charge you a fee for receiving direct deposit to your card.

Is there a cost to load money into my Latin Pay account?

Not when loading money with direct deposit. There is, however, a fee of up to $4.95 charged by the retailer when loading cash at 7-Eleven, CVS, K-Mart, Rite Aid, Walgreens and Walmart.

Where can I go to load money into my Latin Pay account?

You can load money into your Latin Pay account at participating retailers displaying the Mastercard rePower® brand mark. Some participating retailers are:

· 7-Eleven

· CVS Pharmacy

· Dollar Tree

· K-Mart

· Rite Aid

· Walgreens

· Walmart

The App and Settings

Updating My Address

It is important we have your most current address on file, in case we need to send you a new card. You can update your address via your Latin Pay mobile app. Follow the instructions below:

1. Sign in to your Latin Pay app.

2. Tap the Profile icon at the top left corner of your screen.

3. Tap the Edit icon by the Address field

4. Enter your new address

5. Tap Continue

Please note, if you have not activated your Latin Pay Card, you may not be able to update your address. If you receive any errors while updating your address, please contact us at 1-844-309-1184, or email us at [email protected].

Do you send me confirmations when I make transfers and transactions?

No. You can login to the Latin Pay app to view your transaction history.

What is the relationship between my Latin Pay App and my Latin Pay Card?

The App is for managing your money and checking your account balance and transactions. The Latin Pay Card is for spending and withdrawing money. For example, if the balance displayed in your App is $100, you can spend or withdraw $100 using your Latin Pay Card.

Do I need my Latin Pay Card with me when I use the Latin Pay® App?

No. However, we recommend waiting until you have your card before setting up direct deposit.

Latin Pay Prepaid Mastercard

How do I file a transaction dispute?

If you see a transaction you don’t believe you made, please contact Customer Support immediately at 1-844-309-1184. You can alternatively contact us via email us at [email protected], or by sending in a written dispute to Latin Pay, PO Box 641277, Los Angeles, CA 90064 per your Cardholder Agreement. Please include the transaction amount along with the date of purchase and merchant name. We will be able to assist you with filing a dispute for the charges and ordering a replacement card.

How do I access my money?

Once your card arrives and you activate it, you can make purchases, withdraw cash at an ATM, or get cash back with a purchase everywhere Debit Mastercard is accepted. This is the quickest way to Unload Money. *Bank or ATM network fees may apply.

Can I get a replacement card?

To order a replacement card please contact us at 1-844-309-1184, or email us at [email protected].

Where is my card?

Your Latin Pay Card will ship about 48 hours after signing up (depending on the day of the week) and is usually delivered between 7 to 10 business days. We use the address you used to register for Latin Pay to deliver your Latin Pay Card. Please let us know if your card has not arrived 18 days after signing up.

Where was my card sent?

We use the address you entered to register for Latin Pay to deliver your card. It can take 7 to 10 business days for your Latin Pay Card to arrive. If a replacement card needs to be ordered and/or to change your address, please contact us at 1-844-309-1184, or email us at [email protected].

Latin Pay Account Balance and Transaction History

Can I get a statement of my transactions?

If you need a paper copy of your statement, you can request one by contacting us at 1-844-309-1184, or email us at [email protected]. A $5.00 Paper Statement Fee will be assessed.

What is my Latin Pay Card Account Balance?

Your Latin Pay balance is the amount of money you have available to either spend or withdraw using your Latin Pay Card.

How do I see historical transactions I have made using Latin Pay?

A record of all purchases, cash withdrawals, transfers and any other transaction you make with your Latin Pay Card is available through the Latin Pay® app.

Security and Privacy

How do I contact Latin Pay?

There are a few easy ways to get all the help you need from our awesome team.

1. You can give us a call at 1-844-309-1184, where you can speak to a live rep, activate your card, and change your PIN right over the phone.

2. You can send us an email to [email protected].

What if I move and I now have a new address? Or how about if I change my email address and phone number?

It is your responsibility to provide us with true, accurate and complete e-mail address, contact, and other information related to your account, and to maintain and update promptly any changes in this information. You can update information (such as your phone number and e-mail address) by calling us 1-844-309-1184, or email us at [email protected].

What age do you need to be to register for a Latin Pay account?

You must be 18 or older.

Why do you need my Social Security Number?

Federal law requires our banking partner to verify the identity of everyone who signs up for a Latin Pay Card Account.

Why do you do an ID check on me when I register?

We are required by law to do an identification check.

Where are my funds held?

By Axiom Bank, N.A., Member FDIC.

What if my phone (with the Latin Pay app on it) is lost or stolen?

Latin Pay does not store private or confidential information on your phone. The Latin Pay App establishes a secure connection with our servers only when you are using it.

What if my Latin Pay Prepaid Mastercard is lost or stolen?

Please immediately notify us of the loss, theft or unauthorized use of your Latin Pay Card, and the loss, theft or unauthorized or inadvertent disclosure of any number including PIN, secret word, or code that might be used to access your card’s funds. If you believe that your card, PIN, or code has been lost or stolen or that someone has transferred or may transfer value from your card without your authorization, you should immediately contact us by phone at 1-844-309-1184, or email us at [email protected]. We will immediately cancel your card and issue you with a new one once you contact Customer Support.

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