Is My 401(play) Mastercard Protected Against Fraud?

Yes! Your 401(play) Prepaid MasterCard is protected under both the MasterCard Zero Liability Policy and federal law through the Electronic Fund Transfer Act (Regulation E), the same federal protections that apply to all prepaid debit cards issued in the United States. Here's what that means for you, and what to do if something goes wrong:
 
What is the MasterCard Zero Liability Policy?
Simply put: If someone uses your card without your permission, you are not responsible for those charges, provided that:

• You took reasonable steps to protect your card and PIN, and
• You reported the loss or theft promptly

The moment you notice something is wrong, report it. The sooner you do, the better protected you are.
 
What if I don't report it right away?
Your level of protection depends on how quickly you report unauthorized activity. Federal law (Regulation E) sets the following limits:

• Report within 2 business days → you are responsible for no more than $50
• Report after 2 business days but within 60 days → you could be responsible for up to $500
• Report after 60 days → you may lose all funds taken after that point

Calling is always the fastest option. The 401(play)/Juice Financial Cardholder Agreement specifically states that telephoning is "the best way of keeping your possible losses down."
 
What if I see a transaction I don't recognize?
Check your transaction history regularly – it's available anytime in the Juice mobile app at https://go.getjuicecard.com/login or by calling 855-687-2114 (from international locations: +1-213-699-1655, Option 1). A full 12-month history is available online, and you can request a 24-month written history at any time.
If you spot something that doesn't look right, here's what to do:

• Contact Juice Financial immediately using one of the methods listed above or at the end of this article.
• Be ready to provide:
• Your name and account number
• Why you believe there is an error and the dollar amount involved
• Approximately when the error occurred

 
What happens after I report an error?
Once you report, Juice Financial is required to investigate and get back to you. Here's what to expect:

• A decision will be made within 10 business days of your report
• If more time is needed, they may take up to 45 days, but your account must be provisionally credited within 10 business days so you have access to the disputed funds during the investigation
• For new accounts or transactions initiated outside the US, the investigation window extends to 90 days
• You will be notified of the outcome within 3 business days of the investigation being completed
• If no error is found, a written explanation will be provided, and you may request copies of all documents used

 
How do I report fraud or a lost/stolen card?
Contact Juice Financial immediately using any of the following:

• Call: 855-687-2114 – available 24 hours a day, 7 days a week
• If traveling internationally, call: +1-213-699-1655, select Option 1
• E-mail: [email protected] – include contact information only; do not include card details via email

 
For full regulatory details and disclosures related to fraud protection and unauthorized transactions, please see the 401(play)/Juice Financial Cardholder Agreement Section 31, at our help topic HERE.