Frequently Asked Questions
| Topic | Question | Answer |
|---|---|---|
| General | What is a debit card for Unemployment Insurance benefits? | A debit card is a bank card that is used in cash transactions. The debit card you get for Unemployment Insurance works like other debit cards. It lets you withdraw your benefits at:
The debit card also allows you to spend your benefits directly at retail point-of-sale locations and through online, phone, and mail order purchases. The New York State Department of Labor’s Unemployment Insurance (UI) program changed to Conduent for debit card services in June 2023. The Way2Go debit card provides convenient, safe, and secure access to your UI funds |
| General | What are my other options for receiving benefits? | You can get your benefits direct deposited into your personal checking account. Register for direct deposit via your online account at: www.labor.ny.gov/signin. |
| General | When will I get my debit card? | After you file an Unemployment Insurance claim with the Department of Labor, you should receive your debit card in the third week of your claim. If there are any issues on your claim, it may take longer. Your new debit card will come in in a plain white envelope. When you receive your card, go to GoProgram.com, use the Way2Go Card mobile app, or call the Way2Go Program Customer Service Line at (844) 649-9845 promptly to activate it. |
| General | When will I start to receive my benefits? | After you first apply for Unemployment Insurance benefits, it takes about three weeks for you to receive your first benefits. If there are any issues on your claim, it may take longer. After that, in most cases we transfer benefits to your debit card account two to three business days after you claim your weekly benefits. You can get notified when your benefits are deposited onto your debit card by signing up for text alerts by going to GoProgram.com, or using the Way2Go Card mobile app. |
| General | What if I think my payment is late? | You must first learn if we released your benefit payment. To find out if a payment was released:
If the payment has been released, check your debit card account at GoProgram.com, use the Way2Go Card mobile app, or call the Way2Go Program Customer Service Line at (844) 649-9845. Remember, it usually takes at least three weeks to get your first benefit payment. Benefits can also be delayed when there is a federal holiday. If you still believe your benefit payment is late, call the Telephone Claims Center at (888) 209-8124. |
| General | Do I have to activate the card before I use it? | Yes. When you receive your card, go to GoProgram.com, use the Way2Go Card mobile app, or call the Way2Go Program Customer Service Line at (844) 649-9845 promptly to activate it. |
| General | My money is on my card and I can't access it. | Have you activated your card? If not, please go to GoProgram.com, use the Way2Go Card mobile app, or call the Way2Go Program Customer Service Line at (844) 649-9845 promptly to activate it. If you have activated your card and set a PIN, please call the customer service line using the number on the back of your Way2Go Card to speak to a representative. |
| General | What if my address changes? | You must provide us with your new address. To do this:
Call the Telephone Claims Center at (888) 209-8124 if you need to update your address but you are not currently claiming benefits. After you enter both your Social Security number and Unemployment Insurance Personal Identification Number (PIN) on the touchtone pad and the system confirms them, listen for the option, "to change your name, address or phone number, press 1."
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| General | How do I reset my PIN? | You may reset your PIN by going to GoProgram.com, using the Way2Go Card mobile app, or calling the Way2Go Program Customer Service Line at (844) 649-9845. |
| General | How can I view my monthly account statement and other debit card account information? | The Way2Go Program’s web portal (https://www.GoProgram.com) can be used to activate the Way2Go Debit Card, see the account balance, statements, and transactions, set notification alerts, dispute transactions, initiate a transfer to a bank account, pay bills, order a replacement card, and more. You can opt-in to receiving paper statements in the mail, but the Way2Go program will charge a fee for this service. First time users will have to click "Register your account" and follow the instructions to establish a user ID and password. The Way2Go Card mobile app can also be used to activate the debit card, view the current balance, view the transaction history, set up alerts and more. You can download the app at the Google Play store or the Apple App Store |
| General | My card was declined. I don't know what to do. | Check the balance on your card by going to GoProgram.com, using the Way2Go Card mobile app, or calling the Way2Go Program Customer Service Line at (844) 649-9845. If the funds on your card are below the amount you are trying to spend, your card will decline. If you need to make a purchase for more than the amount you have on your Way2Go Card you will need to use two forms of payment. Tell the cashier how much you want taken from the balance on your card - the cashier cannot determine your available balance. Then, pay the remaining balance with cash, check, credit card or another debit card. Split transactions are only available at participating retailers. |
| General | How do I transfer money from my Way2Go card to a personal account? | Please note: In order to perform this action, you will need a routing and account number for the account you wish to transfer into. The Way2Go Program’s web portal (https://www.GoProgram.com) can be used to activate the Way2Go Debit Card, see balance and transactions, set notification alerts, dispute transactions, initiate a transfer to a bank account, pay bills, order a replacement card, and more. First time users will have to click "Register your account" and follow the instructions to establish a user ID and password. |
| General | How can I prove that I get Unemployment Insurance benefits? | You may review and print the benefit payment details from your current claim after you log in with your NY.gov ID and select Unemployment Services. |
| Fees for Using the Card | Is there a fee to activate my debit card? | There is no activation fee. |
| Fees for Using the Card | Is there a fee to use my debit card? | The Way2Go Program will not charge a fee for in-network ATM withdrawals conducted at Allpoint and MoneyPass ATM locations. The Way2Go program will charge a $1.35 fee for each withdrawal that is conducted at an ATM that is not part of the Allpoint or MoneyPass network.
In-network ATM locations can be found at: https://www.allpointnetwork.com/ https://moneypass.com/atm-locator.html You can filter your search on both of these websites to look for surcharge-free ATMs in your area. You can see a full list of charges associated with the Way2Go card in English and in Spanish. Please call the Way2Go Program Customer Service line at (844) 649-9845 if you have questions or would like to dispute a fee. |
| Fees for Using the Card | What is the best way to avoid paying fees to access my money? | To avoid paying fees, keep track of your account balance. You can do this:
You can also avoid ATM fees and surcharges by going to a teller at any bank or credit union that displays the MasterCard logo. They can withdraw funds from your Way2Go card at no charge. Lastly, you may also use your Way2Go card to make purchases at businesses that accept MasterCard (known as Point-of-Sale locations). Please call the Way2Go Program Customer Service line at (844) 649-9845 if you have questions or would like to dispute a fee. |
| Fees for Using the Card | What is the difference between transaction fees and a surcharge? | A transaction fee is charged by the Way2Go Program for using the debit card at ATMs outside of the Allpoint and MoneyPass networks. The Way2Go Program will charge $1.35 for each withdrawal at an out-of-network ATM in the United States and a $1.35 fee for each international ATM withdrawal. A surcharge is a fee that is imposed by the owner of the ATM. Most ATM owners outside a given network will issue a surcharge for the use of their machine. However, some ATM owners that are part of the Allpoint or MoneyPass network may still issue a surcharge for the use of their ATM. Most ATMs will notify you of the surcharge fee in advance and ask you to accept the charge before you continue with the transaction. The amount of the surcharge may vary, so check your account balance and plan ahead. |
| Fees for Using the Card | Is there a fee if I use an ATM outside the US? | There is a $1.35 fee for each cash withdrawal made at an ATM outside the United States. |
| Fees for Using the Card | Is there a fee to check my account balance? | You can check your account balance free of charge:
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| Fees for Using the Card | Is there a fee to get cash from a bank teller? | You are allowed unlimited teller-assisted cash withdrawals for no fee at Mastercard Member Bank or Credit Union teller windows. |
| Fees for Using the Card | Are there any fees at Point-of-Sale locations? | There is no fee for POS purchase transactions conducted in the U.S. using your signature or Personal Identification Number (PIN) number. |
| Fees for Using the Card | Is there a fee to get cash back at a Point-of-Sale location? | Some vendors will allow you to get cash back with your PIN-based (debit) purchase. For example, most grocery stores allow this. However, the amount of cash they allow and the fees charged will vary by store. Be sure to ask the clerk or cashier about their policies before you complete your transaction. |
| Fees for Using the Card | Is there a fee if my debit card is denied for insufficient funds? | There is no charge for Point-of-Sale or ATM transactions that are denied for insufficient funds. |
| Fees for Using the Card | How many free ATM withdrawals do I get? | The Way2Go program allows an unlimited number of withdrawals with no fee as long as they are conducted at Allpoint and MoneyPass ATM locations. However, certain ATM owners may assess a surcharge for the use of their ATM, even if the ATM is part of the Allpoint or MoneyPass network. These owners will disclose the fees as part of your transaction. In-network locations can be found at: https://www.allpointnetwork.com/ https://moneypass.com/atm-locator.html You can filter your search on both of these websites to look for surcharge-free ATMs in your area. The maximum amount you can withdraw at an ATM is $500 per day. This applies to both in-network and out-of-network ATMs. |
| Fees for Using the Card | Will I have to pay ATM surcharges? | ATM owners may assess a surcharge, so keep track of the balance on your card. If you use an ATM with a surcharge, you must pay that fee. To avoid ATM fees and surcharges, you can visit the teller at any bank that displays the MasterCard logo and withdraw funds from your account at no charge. You can also search for surcharge-free Allpoint and MoneyPass ATMs on the following sites: |
| Fees for Using the Card | Where can I get a complete list of fees? | There is a complete list of fees in the paperwork that came with your debit card. You can also review the fees associated with the Way2Go card in English and in Spanish. |
| Where You Can Use the Card | Where can I use my debit card? | You can use your debit card at any location to purchase essential goods and services. |
| Where You Can Use the Card | Can I get my benefits in cash or check from a bank teller? | You can withdraw your benefits in cash at the teller window at any bank that displays the MasterCard logo. You will need to show the teller your debit card and he or she may ask to see your photo ID. Usually, the teller will only be allowed to give you cash, not a check. Please note: the teller will not be able to see your account balance, so you will have to give the teller an exact dollar amount to withdraw. If you ask to withdraw more than is in your account, the transaction will be denied. |
| Where You Can Use the Card | Can I use my debit card at any bank? | You may withdraw cash with no fee at the teller window of any bank that displays the MasterCard logo. You will need to show the teller your debit card and he or she may ask to see your photo ID. |
| Where You Can Use the Card | Can I get cash back at a Point-of-Sale terminal? | Some vendors will allow you to get cash back with your PIN-based (debit) purchase. For example, most grocery stores allow this. However, the amount of cash they allow and the fees charged will vary by store. Be sure to ask the clerk or cashier about their policies before you complete your transaction. |
| Where You Can Use the Card | Is there any way to convert my benefits to a check? | There are several ways that you can convert your benefits to a check. Check out the Bill Pay and Bank Transfer options at GoProgram.com, or on the Way2Go Card mobile app. You can also buy a cashier’s check from any bank with cash you withdraw from an ATM or from a teller at any bank that displays the MasterCard logo. |
| About the Debit Card | What should I do if I lose my debit card? | If your debit card is lost, stolen or damaged, contact Go Program Customer Service by calling 1-844-649-9845, by mail at P.O. Box 245997, San Antonio, TX 78224-5997 or visit www.GoProgram.com. There is never a charge to replace your card. Standard delivery in the U.S. 7 to 10 calendar days. If you request your replacement card to be expedited rather than receiving it by regular mail, you will be assessed the expedited card delivery fee of $13.50. Expedited card delivery is 3 to 5 calendar days. |
| About the Debit Card | How will I know how much money is on my debit card? | To find out your debit card account balance:
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| About the Debit Card | Can I get alerts about my debit card account? | The Way2Go Program’s web portal (https://www.GoProgram.com) can be used to activate the Way2Go Debit Card, see balance and transactions, set notification alerts, dispute transactions, initiate a transfer to a bank account, pay bills, order a replacement card, and more. First time users will have to click "Register your account" and follow the instructions to establish a user ID and password. The Way2Go Card mobile app can also be used to activate the debit card, view the current balance, view the transaction history, set up notification alerts and more. You can download the app at the Google Play store or the Apple App Store. |
| About the Debit Card | How much money can I withdraw from an ATM? | You can withdraw a maximum of $500 per day from any ATM with your debit card. However, there may be a lower limit on the individual ATM. You will not be able to withdraw an amount that is greater than your account balance from an ATM. |
| About the Debit Card | What if I forget my PIN? | You can reset your PIN by going to GoProgram.com, using the Way2Go Card mobile app, or calling the Way2Go Program Customer Service Line at (844) 649-9845. |
| About the Debit Card | What if I enter the wrong PIN? | When you have trouble remembering your debit card PIN, do not try to guess when entering it on a Point-of-Sale terminal or ATM. If you enter the wrong debit card PIN, you have two more chances to enter the correct number. After three consecutive incorrect tries, you will be locked out of your account. Any transaction you try after this will not work, even if you enter the correct PIN. You will either have to wait for your account to become unlocked, which takes 24 hours, or you can call the Way2Go Program Customer Service Line at (844) 649-9845. |
| About the Debit Card | What if my debit card doesn't work? | If your debit card doesn't work, please make sure that you: • Have activated the card, and • Have a balance in the account. If an ATM doesn't accept your card, try another ATM. The first ATM may be out of service or may not be part of the network that accepts the card. If the card still does not work, call Way2Go Program Customer Service by calling (844) 649-9845 |
| About the Debit Card | How many purchases can I make per month? | You can make an unlimited number of Point-of-Sale purchases per month. You can use your debit card as long as there is money in the account to cover the amount of the purchase. Be sure to keep track of your balance. |
| About the Debit Card | What happens if I try to make a purchase and there are insufficient funds in my account? | In most cases, if there is not enough money in your account to cover a purchase, it will not be approved. In very limited circumstances, if you do not have sufficient funds when the final amount clears, it may result in a negative balance. If this happens, you will not be charged an overdraft fee. However, future deposits will be taken to cover the negative balance. |
| About the Debit Card | There is less than $20 in my account - how do I get it if the ATM requires withdrawals to be in multiples of $20? | If there is less than $20 in your account, you can get the balance in your account for free from a teller at any bank that displays the MasterCard logo. Please note: the teller will not be able to see your account balance, so you will have to give the teller an exact dollar amount to withdraw. If you ask to withdraw more than is in your account, the transaction will be denied. You can also spend these funds at any Point-of-Sale that accepts MasterCard. |
| About the Debit Card | I no longer collect benefits. What do I do with the debit card? | Your debit card is valid for five years. Even if you no longer collect benefits, you should keep the debit card in a safe place in case you need to claim benefits again. Keeping the card will help you get benefits more quickly on future claims. |
| About the Debit Card | Do I need a new debit card every time I apply for benefits? | No. It is good for five years. Even if you are not currently receiving benefits, you should keep the card in a safe place. It will re-activate with the same PIN if you are approved for Unemployment Insurance benefits at a later date. |
| About the Debit Card | What do I do when my debit card expires or if I lost it? | If you have been actively using your debit card, Way2go will automatically send you a replacement card in the mail. If you do not receive a replacement card call the Way2Go Program Customer Service Line at (844) 649-9845. If you filed a new claim for Unemployment Insurance benefits or you still have an unspent balance on your card, but you: |