Frequently Asked Questions

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 that you can use the card again and again. Just add more funds, and keep enjoying all the benefits that your card brings.

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  3. How is this different than a gift card?

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

    That’s where Reloadable Prepaid Debit Cards come in. Reloadable Prepaid Debit Cards are designed for shopping, paying bills, and getting cash from ATMs. Reloadable Prepaid Debit Cards allow you to buy the things that you need and the things that you want—and everything 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 Ralphs® rewards plus Visa program. You earn free groceries! just for using this prepaid 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 lines of credit are 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. Because this is a Reloadable Prepaid Debit Card, there is no credit involved. You do not need to undergo 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. Because this is a Reloadable Prepaid Debit Card, there is no credit involved. You do not need to undergo 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 a Reloadable Prepaid Debit Card?

    Right now, our cards are only available in certain areas. But soon, these cards will be available throughout the Kroger Co. Family of Stores.

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  9. What do I need to get one?

    To get started, all you have to do is purchase a Temporary Card 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 at least 18 years old 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 Personalized Cards to a single cardholder.

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  13. What are the fees for this card?
  14. Do I have a monthly fee even if I don't use the card during that month?

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

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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 1-866-757-2273.

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  16. How can I check my cash balance?

    There are many ways for you to check your cash balance. You can check at any time, for free, by calling 1-866-757-2273 or by visiting www.ralphs.kpfprepaid.com. You also can sign up for free email and text message alerts online. You can even text "BAL" to 42265 for free, five times per month for a Text Balance Inquiry. There is a charge of $0.08 assessed for each Text Balance Inquiry beginning with your sixth text message per month. Remember to visit www.ralphs.kpfprepaid.com to manage your alerts.

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  17. How can I check my points balance?

    You can check at any time, for free, by calling 1-866-757-2273 or by visiting www.ralphs.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 1-866-757-2273 or by visiting www.ralphs.kpfprepaid.com. After you have a Personalized Card, you can sign up online to receive monthly paper statements. Paper statements 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 Reloadable Prepaid Debit Card is that you cannot spend more than your available balance. However, that does not mean that you can never have a negative balance. The fees that are associated with your Personalized Card might result in a negative balance.

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  20. Why are some transactions marked "pending"?

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

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  21. 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 that you might use 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 will not cover the "hold" amount. In order to avoid this, you can prepay the station attendant for the gas.

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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. Check your account 48 hours after your purchase. Pay close attention to your card balance to ensure that the correct amount is deducted by the retailer.

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

    If you want to dispute a purchase you have made using the card, it is best to contact the retailer who accepted your card. If you have a transaction on your card that you did not make, please contact us immediately at 1-866-757-2273.

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  24. How do I cancel my card?

    If you need to cancel your card, just call us at 1-866-757-2273.

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

    You will automatically 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 that the address information on file is still correct.

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

    Please visit www.ralphs.kpfprepaid.com, and view our Features and Benefits section for more information on all of our features. Once you have your Personalized Card and log in to your card account, you will have the option to sign up for alerts.

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  27. What type of alerts can I chose?

    We offer cash-balance and earned-reward-coupon alerts.

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  28. How do I cancel alerts?

    Manage alerts by calling 1-866-757-2273 or by visiting www.ralphs.kpfprepaid.com. For text alerts, reply "STOP" at any time from your mobile phone to unsubscribe.

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  29. Is this card anonymous?

    Your name will be embossed on your Personalized Card, and some of your personal information is stored 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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  30. What if I want to return something that I purchased with my card?

    You should return your merchandise to the retailer from whom it was purchased in accordance with the retailer's 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 Personalized Card account.

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  31. What do I do with my card after I have spent the balance?

    You should always make sure that your card has a sufficient balance to allow you to make purchases. Reload by purchasing a ReCharge Card™ with cash in our stores, or enroll in direct deposit to have your wages deposited into your Personalized Card account.

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  32. 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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  33. Can I use my card outside of the U.S.?

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

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Temporary Card

  1. What is the Temporary Card? How can I tell whether my card is temporary?

    A Temporary Card is the initial prepaid card you purchase and load with any cash amount between $10 and $500. This card is included in the package you pick up at the store. Note that Temporary Cards are not reloadable. Use this card until your Personalized Card arrives in the mail (usually in 7 to 10 days).

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

    You must activate your Temporary Card before using it. Once you have purchased the card, please call us at 1-866-757-2273 to activate it.

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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 Visa® Debit Cards are accepted, and it does not require a PIN. You even can use it online—but you must register your Temporary Card in order to complete online transactions.

    You cannot use the Temporary Card to withdraw cash from ATMs, at institutions which require a PIN, or 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. Make 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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  5. Can my Temporary Card be replaced if it is lost or stolen?

    Yes. A Temporary Card will have to have been registered in order for us to replace the card. You also might need to have your receipt from your purchase of the Temporary Card. Please call us at 1-866-757-2273. A fee of $4.95 will be assessed to cover the costs of processing and shipping your replacement card.

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Personalized Card

  1. What is the Personalized Card? How can I tell if my card is Personalized?
    • A Personalized Card has you name on it and replaces your Temporary Card.
    • Your Personalized Card can be reloaded by either direct deposit (free) or by purchasing a ReCharge Card.
    • With a Personalized Card, you can earn free groceries! with Ralphs® rewards plus—no matter where you shop.

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  2. How long after I register will I receive my Personalized Card?

    Please allow seven 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. Please call 1-866-757-2273. 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?

    You must activate your Personalized Card before using it. Once you receive the card in the mail, please call us at 1-866-757-2273 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 at an ATM?

    Your Personalized Card can be used to make cash withdrawals and balance inquires at ATMs. Please refer to your fee chart for applicable card fees.

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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. To activate your Personalized Card, call 1-866-757-2273.

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  8. Can I spend more than my balance?

    No. You only can spend up to the amount of your balance. Say goodbye to overdraft fees!

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  9. Will I be charged overdraft fees if I accidentally try to spend more than my balance?

    There are no overdraft fees associated with this card. Any transaction that exceeds 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. To cover possible expenses, these businesses usually hold an amount that is much larger than the actual cost of the rental, room, or ticket. You will not have access to the held funds for up to 90 days. Please ask these businesses about their policies.

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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 onto my card?

    Limits for Personalized Cards are $10 to $1,000, using a ReCharge Card. At no time can the balance on your Personalized Card exceed $3,000.

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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 on my card that would take the balance above the $3,000 maximum?

    Your Personalized Card cannot carry a balance over $3,000. Any load transaction that raises your balance above this amount will be declined.

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  15. How do I reset my PIN?

    Reset your PIN by visiting www.ralphs.kpfprepaid.com. You will need your current PIN to complete this process. If you do not have your current PIN, call 1-866-757-2273 to have your current PIN mailed to you.

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

    Yes. Please call us at 1-866-757-2273. A fee of $4.95 will be assessed to cover the costs of processing and shipping your replacement card.

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Rewards

  1. How do I earn Ralphs® rewards plus Visa® points?

    Points are earned each time you make an eligible purchase with your Personalized Card. You earn up to three points for every net dollar you spend in a single transaction based on the type of purchase. The following chart shows the purchase type and applicable point level:

    • Two points per net dollar spent on purchases for all purchases of products by the Kroger Co. Family of Stores
    • One point per net dollar spent on purchases for all purchases inside the Kroger Co. Family of Stores (excluding purchases of products by the Kroger Co. Family of Stores)
    • A half point per net dollar spent on net purchases for all purchases outside the Kroger Co. Family of Stores (excluding Kroger® Fuel Centers)

    (Net spend is purchases minus credits and returns).

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  2. How much are Ralphs rewards plus Visa® points worth?

    Accumulated points are exchanged for Ralphs rewards plus Visa® e-certificates. Ralphs rewards plus Visa® e-certificates are automatically loaded to your Ralphs rewards plus Visa® Prepaid Debit Card quarterly when you have earned a minimum of 500 rewards points. 500 points equals a rewards coupon for $5 off a qualifying Ralphs store purchase, if your account is in good standing. Ralphs rewards plus Visa® 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 Ralphs rewards plus Visa® e-certificates?

    Ralphs rewards plus Visa® e-certificates will be automatically loaded to your Ralphs rewards plus Visa® Prepaid Debit Card quarterly when you have earned a minimum of 500 rewards points (worth $5).

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  4. Will my Ralphs rewards plus Visa® e-certificates ever expire?

    Your Ralphs rewards plus Visa® e-certificates expire 12 months from the month in which they were automatically loaded to your Ralphs rewards plus Visa® Prepaid Debit Card.

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  5. How are my Ralphs rewards plus Visa® 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. For example, if you return all the merchandise from a purchase that originally had earned 200 points, we will deduct 200 points from your point balance when the return transaction is complete.

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  6. How do I receive my Ralphs rewards plus Visa® e-certificates?

    Your Ralphs rewards plus Visa® e-certificates are automatically issued to the shopper's card bar code on the back of your Personalized Card quarterly when you have earned a minimum of 500 rewards points. Issued Ralphs rewards plus Visa® e-certificates do not affect the available funds balance of your card. Your cashier will remind you when you have rewards Visa® e-certificates available to use. You can also sign up to have an alert sent to you via email when you have earned a rewards e-certificate.

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  7. Where can I redeem my Ralphs rewards plus Visa® e-certificates?

    Your Ralphs rewards plus Visa® e-certificates are redeemable for purchases at Ralphs stores.

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  8. Can I partially use my Ralphs rewards plus Visa® e-certificate? Could I only use $7 of a $10 e-certificate?

    Yes, when using a Ralphs rewards plus Visa® e-certificate, you can redeem less than its entire value in a single transaction. Any unused value on the e-certificate would be available for use on a future transaction. Please review the Terms and Conditions for all applicable restrictions and considerations.

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  9. Can I redeem my Ralphs rewards plus Visa® e-certificates for cash value?

    No. Ralphs rewards plus Visa® points and Ralphs rewards plus Visa® e-certificates have no cash value.

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