Frequently Asked Questions

We’re here to answer some of your most frequently asked questions. If you have a question that is not addressed below, please let the Nathan VITAband Team know by

	emailing us @ info@penguinbrands.com
	calling us @ 1 800 523 2844

We’re here to support you.

The Nathan VITAband Team

FAQ: Is the band waterproof?

Answer: Yes, both the band and the VITAband Visa® Prepaid Chip are waterproof.

FAQ: Where do I put the chip once I receive it in the mail?

Answer: You may receive up to two chips in the mail. The first chip is a complimentary ID chip that includes the minimal information required in your Emergency Response Profile (ERP) - your name and the name and phone number of your emergency contact. The second chip is the optional prepaid chip. Both chips fit securely in the oval-shaped opening on the front of the band. Nathan recommends placing the complimentary ID chip on top of the prepaid chip.

FAQ: How close do I need to be to make a purchase with my Nathan VITAband if I have the optional prepaid chip?

Answer: The chip works within 1 inch of the contactless payment register wherever Visa payWave is accepted.

FAQ: How do I update my account?

Answer: When you create your ERP, you provide your email address and a password for login purposes. Use this information to access and update your account at any time.

FAQ: What is the cost of the subscription?

Answer: There is a $9.98 annual rate when purchasing a 2-year subscription ($19.95). A 1-year subscription is $14.95. Rates are subject to change.

FAQ: What if I don’t have an existing Visa® or MasterCard® debit or credit card to use when loading my prepaid chip?

Answer: You need a Visa or MasterCard debit or credit card to load your prepaid chip. If you don't have one, the prepaid chip cannot be loaded. In the future this will work with direct deposits.

FAQ: How is the card loaded? Does it replenish on its own?

Answer: The card is loaded by funds from your existing Visa or MasterCard credit or debit card. Funds can be manually or automatically replenished by logging into your account and adjusting your loading settings. You can manually load up to $500 onto your prepaid chip.

FAQ: Who do I contact if there is a problem with my band or my chip?

Answer: If there is a physical problem with the band, you should contact the Nathan Customer Service Department at 800-523-2844. There is a 2-year warranty on the band itself.

Any issues relating to the prepaid account should be directed to the VITAband Visa Prepaid Customer Service Department at 866-902-1482. For ERP support, please visit here.

FAQ: What if I misplace my chip or it is stolen?

Answer: Call 866-902-1482 and report your chip lost or stolen and to request a replacement. The first lost chip is replaced for free; additional chips will be issued with a $5 Lost/Stolen Card Replacement Fee.

FAQ: What is contactless payment?

Answer: Contactless Payment is a method to make secure, cashless purchases by waving your Nathan VITAband (with your prepaid chip inserted into the band) in front of a compatible point-of-sale terminal. The VITAband Visa Prepaid Chip allows you to wave your Nathan VITAband at point-of-sale terminals with Contactless Indicators to make a purchase. In the case of a Nathan VITAband, you simply link the prepaid chip to a funding source, such as a debit card or credit card. Once funding has been established, you can make cashless purchases with a simple wave of the wrist at thousands of retailers. Find retailers near you by clicking here.

FAQ: I wave my band at the point-of-sale terminal to make a purchase and I am asked if it’s a debit or credit transaction, what do I do?

Answer: Every store handles their merchant processing differently; in most instances you won’t be asked if it’s a debit or credit transaction. The transaction will simply go through without requesting a PIN or signature. However, in those instances where you are asked, you should select “Credit” and sign if requested. Please note this transaction is not actually a credit transaction because your prepaid chip is a ‘prepaid card,’ meaning that you preloaded funds onto the card so the transaction will deduct from the balance on your account - there is no interest, nor is credit offered by us. Please note that you can only spend up to the amount available on the card. For example, if you have $10 remaining, and are trying to make a purchase for $11, your purchase will be declined.

FAQ: What are the fees associated with the prepaid chip?

Answer: The fee that is associated with the prepaid chip depends on your prepaid Visa chip or prepaid MasterCard chip cash advance policy. If you have a Visa or MasterCard debit or credit card, we recommend loading your chip and treating it as a debit transaction. If you treat it as a credit transaction, some credit card companies will consider this a cash advance and charge you their standard cash advance fee. Please review the policy of your existing Visa or MasterCard debit or credit card.

• Account Enrollment Fee: $0.00
• ATM Cash Withdrawal Fee – Domestic: $1.00
• ATM Cash Withdrawal Fee – Foreign: $2.50 per transaction
• Auto Phone System Call Fee: $ FREE
• Customer Service Call Fee: FREE (first two calls), $2.50 per call thereafter
• Signature Purchase Fee (retail purchase) - Domestic:$ FREE
• ACH Value Reload Fee – Deposit: $ FREE
• Reload Fee – Check/Cash: $FREE
• Reload Fee – PAN: $2.50 per transaction
• Monthly Maintenance Fee: $ FREE
• Lost/Stolen Card Replacement Fee: $5.00 (first lost/stolen replacement is free)
• Replacement Card Fee: $5.00 (first replacement Card free, $5.00 per request thereafter)
• Paper Check Fee: $10.00 (charged if a check is issued for funds on your Card Account)
• Statement Copy Fee: $5.00 (per monthly statement, only if requested)

FAQ: Is there a limit to how much I can spend on my prepaid chip?

Answer: The Nathan VITAband was designed for people to make purchases on-the-go. The maximum spend is limited to the funds you actually load onto your VITAband Visa Prepaid Chip.

FAQ: How much money can I load onto my prepaid card?

Answer: You can load up to $500 at a time and can maintain a maximum balance of $500.

FAQ: Is the information I input on my ERP secure?

Answer: We endeavor to safeguard and protect your user information whether it is stored online or offline. We have security measures in place to protect against the loss, misuse, and alteration of user information under our control. We employ encryption technology in an attempt to prevent your user information from being intercepted during transmission over the Internet. The Website also requires that you use a Web browser that supports 256-bit encryption. Our website also uses a Secure Sockets Layer (SSL) protocol. As an added security precaution, all user information is kept on a physically separate server with firewalls to help prevent intruders from gaining access. Although we have implemented these extensive measures to help protect your user information, no technical measures are guaranteed to prevent unauthorized access, use, or disclosure of your user information, and we make no such guarantees. No method of transmission over the Internet, or method of electronic storage, is 100% secure. Therefore, while we strive to use commercially acceptable means to protect your user information, we cannot guarantee its absolute security.

The VITAband Visa Prepaid Card/VITAband Visa Prepaid Chip is issued by The Bancorp Bank pursuant to a license from Visa U.S.A. Inc. The Bancorp Bank; Member FDIC.

Obtaining Your Card: The USA PATRIOT Act is a federal law that 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 reasonably identify you. We may also ask to see your driver's license or other identifying documents at any time.