Kroger REWARDS FAQs

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General Information

Yes. The monthly maintenance fee of $4.95 is assessed on all Reloadable Cards.

No. You will not be assessed a monthly maintenance fee on your Reloadable Card if your balance is $0; however, if your balance is less than $4.95 and greater than $0, you will be assessed a partial monthly maintenance fee based on your balance. If you wish to no longer use your card, be sure to call our Customer Service number, toll-free at 1-888-371-8966 for your Reloadable Card.

There is not an inactivity fee on your Temporary Card.

Reset your PIN by calling Customer Service at 1-888-371-8966 or call 1-888-371-8901 for your Temporary Card.

There are no overdraft fees associated with this card. Generally any purchase transaction that would exceed your balance will be declined.

One of the great features of your prepaid card is that generally you cannot spend more than your available balance. But that does not mean you can never have a negative balance. Occasionally a merchant will process a transaction without obtaining authorization. If the purchase is greater than the available balance when the transaction posts to your account, then a negative balance can occur.

Be sure to check your balance before making a purchase. You can call Customer Service at 1-888-371-8966 for your Reloadable Card or 1-888-371-8901 for your Temporary Card to retrieve your balance and you can check your balance 24/7 at krogerprepaid.com.

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

You should return your merchandise to the merchant where it was purchased in accordance with their own return policy. Keep your card until you are certain that you have no merchandise to return. Returns on your account cannot increase your card balance beyond the original or maximum card balance. Rewards points related to returned purchases are subtracted from your total points.

If you have a dispute with a purchase you have made using the card, it is best to address your dispute with the merchant who accepted your card. If you have a transaction on your card that you did not make or there is an error, please contact Customer Service immediately at 1-888-371-8966 for you Reloadable Card or 1-888-371-8901 for your Temporary Card.

Once you have your Reloadable Card, and you log in to your card account, you will have the option to sign up for alerts or you may call Customer Service at 1-888-371-8966.

To cancel these alerts, you must let us know by calling Customer Service at 1-888-371-8966 or by going online at krogerprepaid.com. For text alerts, you can reply "STOP" to unsubscribe at any time from your mobile phone.

You can update your contact information by logging into your account at krogerprepaid.com or by calling 1-888-371-8966. for your Reloadable Card or 1-888-371-8901 for your Temporary Card. It is important that you keep your contact information current as it will ensure card replacement requests are processed without delays which can occur while you provide documentation to validate your address. It will also enable us to contact you with important information.

If your Reloadable Card is lost or stolen, please call Customer Service immediately at 1-888-371-8966.. A fee of $3.00 is assessed to cover the costs of processing and shipping your replacement card. If you change your address at the time of card replacement, we will ask you to provide documentation to validate your address. Your request for card replacement will be delayed until your new address has been verified.

If your Temporary Card is lost or stolen, please call Customer Service immediately at 1-888-371-8901. A fee of $3.00 is assessed to cover the costs of processing and shipping your replacement card. If you have a Temporary Card that has not yet been registered, then in addition to the above requirements you will be required to provide your name, address, Temporary Card number, the original value and transaction history. KEEP A COPY OF YOUR CARD AND YOUR RECEIPT so that you can provide this information.

It is best to prepay the station attendant for the amount of gas you would like to purchase in order to avoid a hold on your account for an amount greater than your purchase. When you pay at the pump a "hold" will generally be placed on your account to ensure that you have a large enough balance to cover the total amount of gas you might purchase at the pump. The "hold" is a predetermined amount before it is known how much gas you will actually buy. Your transaction may be declined if your balance is not sufficient to cover the "hold" amount. You also will not have access to the held funds until the final transaction posts to your account.

You can use your Card to do all of these things! But remember, most of these transactions will result in a "hold" on your balance. These companies usually hold an amount that is much larger than the actual cost of the rental, ticket, or room to cover possible expenses. This could mean that you will not have access to the held funds until the final transaction posts to your account. Please check with these companies about the details of their policy.

Reload Information

(Reloadable Card Only)

To enroll in direct deposit, you will need to give your routing number and account number (this is NOT your card number) to your payroll or benefits provider. To obtain the routing and account numbers:

  • From the mobile app: click the load money icon and then click the direct deposit icon.
  • From the web site: log into your account and click on Card Information.
  • Call Customer Service at 1-888-371-8966..

Only Reloadable Cards can be reloaded. At no time can the balance on your Reloadable Card be greater than $10,000. The maximum reload, in a single day is: $1,000 when using a Recharge Card™ or cash reload, and $5,000 when reloading via Direct Deposit. Other limits apply. More information can be found by clicking "Help" and then Cardholder Agreement on the mobile app or on krogerprepaid.com.

Yes. Your maximum card balance is $10,000.

More information can be found on our Adding Funds page on krogerprepaid.com.

Reward Information

(Reloadable Card Only)

Points are earned each time you make an eligible purchase with your Reloadable Kroger REWARDS Prepaid Visa®.*

  • Earn 1 point per $1 net eligible purchases outside our stores
  • Earn 2 points per $1 net eligible purchases inside our stores
  • Earn 3 points per $1 net eligible purchases on Kroger Family of Brands inside our stores
For every 1,000 points you will receive a $5 electronic coupon automatically loaded to your card and delivered monthly.

To earn rewards and use your coupons, you must scan the barcode on the back of your Reloadable Card when making purchases in our stores. Coupons can only be redeemed at a participating Kroger Family of Stores location.

Your electronic coupons are awarded monthly.

Your electronic coupons expire after 12 months from the month in which they were issued to you.

If you earned points on the original transaction, those points will be deducted from your point balance if you return the merchandise. As an example, if you return the merchandise for a purchase that had earned 200 points, we will deduct 200 points when the return transaction is completed.

If you think your rewards balance is off please call 1-888-371-8966. to verify transactions.