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What is American Express Serve?

American Express Serve is a Reloadable Prepaid Account that offers a smart way to manage your money and get fast and reliable access to tax refunds. Serve offers Free ATM withdrawals at over 24,000 MoneyPass® ATMs nationwide,1 Free Direct Deposit, and Free Online Bill Pay. There is no credit check, no minimum balance, and no hidden fees.

1 Transactions at non-MoneyPass® ATMs have a $3.50 American Express Serve fee. ATM operator fees may also apply. See serve.com/jacksonhewitt/atm for details.

I just left the Jackson Hewitt office and I have a Temporary Serve card. What happens next?

If you elected to add your tax refund and/or refund advance onto your Serve Card:

  • Your Serve Card registration will be completed within 30 minutes after leaving the Jackson Hewitt tax office.
  • Once your registration is approved, the Temporary Serve Card that you received in the Jackson Hewitt office will be automatically activated.
  • You will receive an email with a unique link to verify your email and set up your Online Account. Verifying your email and setting up your Online Account is necessary to generate your Personalized Card, once you complete those steps your Card will arrive in 7-10 days.
  • You will also receive a Welcome Email with general information introducing you to Serve.
  • Your Personalized Card will arrive in the mail 7-10 days after you verify your email and set up your Online Account. Once the IRS refund is processed and available from the government it will automatically be added onto the Card.
  • Once the Personalized Card is activated, this Card can be used immediately.

What can I do with my American Express Serve Temporary Card?

  • Spend the Available Balance on your Card at virtually any merchant in the US that accepts American Express® Cards, including in-store locations, online and mail-order.
  • Withdraw money from any ATM nationwide that accepts American Express® Cards.
  • Check your balance here.
  • Register for a Personalized Card to access the full features and benefits of American Express Serve.

Why should I get a Personalized Serve Card?

A Personalized Card offers you the full features and benefits of the American Express Serve Card:

  • Access to Amex Offers for savings at places you love to shop, dine and more.
  • Enroll in Free Direct Deposit to get your paycheck up to 2 days faster than payday1
  • Add money via cash, debit card, American Express® Credit Card, and bank account.2
  • Use your Personalized Card for ATM withdrawals anywhere nationwide that accepts American Express Cards including free withdrawals at MoneyPass® ATMs3 in the US.
  • Easily pay bills online to utility companies, phone providers, or others, like your landlord, who may only accept checks.
  • Create Subaccounts to manage expenses for family members or others
  • Get other American Express® Card Membership benefits.

1 Faster access compared to standard payday electronic deposit and subject to your employer submitting paycheck information to the bank before payday. Your employer may not submit paycheck information early.

2 Depending on your bank's policies and terms, you may be able to transfer money to your Account from your checking or savings account by initiating a transfer from your bank account into your Account. Consult with your bank for bank origination fees that may apply.

3 Transactions at non-MoneyPass® ATMs have a $3.50 American Express Serve fee. ATM operator fees may also apply. See serve.com/atm for details.

How do I convert a Temporary Card to a Personalized American Express Serve Card?

  1. Click here.
  2. Enter your Temporary Card number and security code, complete registration, and verify your email address.
  3. Once your Account is approved, your Personalized Card will arrive in the mail (on average, it takes 7-10 business days to arrive after you sign-up).
  4. Activate your Personalized Card.

What happens to my Temporary American Express Serve Card after I receive a Personalized American Express Serve Card?

After you receive your Personalized American Express Serve Card in the mail and activate it, any remaining balance on your Temporary Serve Card will be transferred automatically to your Personalized American Express Serve Card and your Temporary Card will be deactivated. Please see our Temporary Card Cardholder Agreement, which came inside the Temporary Card package you received at the Jackson Hewitt office.

My Tax Preparer told me that American Express Serve is sending me a Personalized Card in the mail. Do I need to do anything?

Yes, you will receive an email from American Express Serve® with a unique link to verify your email and set up your Online Account. Verifying your email and setting up your Online Account is necessary to generate your Personalized Card, once you complete those steps your Card will arrive in 7-10 days. Follow the instructions that come with the Card to activate your Card. Once the Personalized Card is activated, any funds from your Temporary Card will be automatically transferred over to the Personalized Card.

Contact Us

Call us anytime at:

1.855.431.6040

You can also reach us via mail at:

American Express Customer Relations 02-04-40
4315 S 2700 W
Salt Lake City, UT 84184-0440

Add Money

Adding Money

How do I add money to my American Express Serve® Account?

You can add money to your American Express Serve Account in many convenient ways:

  • Direct Deposit — Sign up for free Direct Deposit and get your paycheck or government benefits up to 2 days before payday.1
  • Cash — Two convenient ways to immediately add cash to your Account.
  1. Cash Loads at the Register: You can add cash directly at the register at thousands of locations. You can add as much as $500 or as little as $20. Just give your American Express Serve® Card and cash to the cashier, and your money is immediately added to your Card. Cash load fees up to $3.95 and vary by retailer.
    -Or-
  2. Add cash by purchasing a Reloadit™ wherever they're sold. Third party fees apply.2
  • Checks — conveniently add checks directly to your American Express Serve Account using the American Express Serve® Mobile App3 on your iPhone® or Android device.
    Don't have the American Express Serve Mobile App? Download it for free from the App Store or Google Play.
  • Bank Transfers — Depending on your bank's policies and the terms of your bank account, you may be able to add money from your checking or savings account to your Serve Account by initiating a transfer from your bank account into your Serve Account. Consult with your bank for bank origination fees that may apply.
  • Debit Card and American Express® Credit Card — add money from your debit card or American Express Credit Card (cash advance fees may apply for credit card loads; check with your credit card issuer for details). Please note: Gift cards cannot be used to add money.

1 Faster access compared to standard payday electronic deposit and subject to your employer submitting paycheck information to the bank before payday. Your employer may not submit paycheck information early.

2 Reloadit fee of up to $3.95 applies.

3 Data rates may apply.

When I add money to my American Express Serve Account, will it be available right away?

We understand that quick access to your money is important. Your ability to access money depends on how the money was added to your American Express Serve® Card. Please see below for when your money will be available:

Direct Deposit — You can get your paycheck up to 2 days before payday.1 You can access your money as soon as the money is electronically added to your Account. It may take up to two pay cycles after you enroll for your Direct Deposit to begin.

Cash — the money that you add with cash will be available immediately.

Checks — if submitted prior to 8PM EST on a business day, your money will generally be available six business days after submission.

Bank Transfers — Depending on your bank's policies and the terms of your bank account, you may be able to add money to your Serve Account from your checking or savings account by initiating a transfer from your bank account into your Serve Account. Each bank has its own timeframe for how long it takes to transfer money. Please consult your bank once you have initiated the funds transfer from your bank account to your American Express Serve Account.

Debit Card and American Express® Credit Card — in most cases, adding money from a debit card and credit card is instantaneous.

1 Faster access compared to standard payday electronic deposit and subject to your employer submitting paycheck information to the bank before payday. Your employer may not submit paycheck information early.

Direct Deposit

What are the sources of income that can be added to my Account using Direct Deposit?

You can use Direct Deposit to add:

  • Paychecks: Add all or part of your paycheck directly to your American Express Serve® Account.
  • Government Benefits: Add your recurring benefits such as Social Security, Supplemental Security Income, Veterans Compensation and Pension, and many more to your Account using Direct Deposit.

If I only have a Temporary Card, can I enroll in Direct Deposit?

No, if you only have a Temporary Card and wish to enroll in Direct Deposit, please:

  • Register for a Personalized Card.
  • Verify your email and activate your Personalized Card.
  • Check with your employer or benefits provider to ensure that they offer this service.

How do I add my paycheck to my American Express Serve® Account?

Enroll in Free Direct Deposit and get your paycheck or government benefits up to 2 days before payday.1 There are two ways you can enroll:

  1. Print your Personalized Direct Deposit form and submit it to your employer:
    • Log in here to your American Express Serve Account to view your Direct Deposit Account information.
    • Select Open Form, fill out the required information, print and sign.
    • Give the form to your employer.
    OR
  1. Provide your American Express Serve Direct Deposit account information to your employer:
    • Log in here to your American Express Serve Account to view your Direct Deposit Account information.
    • Provide your Direct Deposit account number and routing number to your employer. If asked what type of account this is, select Checking.

Once you've submitted the information to your employer, it may take up to two pay cycles for your Direct Deposit to begin after you enroll.

1 Faster access compared to standard payday electronic deposit and subject to your employer submitting paycheck information to the bank before payday. Your employer may not submit paycheck information early.

How do I find my American Express Serve routing number and account number for Direct Deposit?

Log in here to your American Express Serve Account to view your Direct Deposit Account information.

How soon are funds available?

You can get your paycheck up to 2 days before payday.1 You can access your money as soon as the money is electronically added to your Account. It may take up to two pay cycles after you enroll for your Direct Deposit to begin.

1 Faster access compared to standard payday electronic deposit and subject to your employer submitting paycheck information to the bank before payday. Your employer may not submit paycheck information early.

Can I have my Government Benefits added directly on to my American Express Serve Account?

Yes. To name a few, Government benefits like Social Security, Veterans Compensation and Pension, Supplemental Security Income, Civil Services Retirement, and State unemployment (varies by State) benefits can be added directly to your Account. You can enroll in 2 easy steps:

  • Log in here to your American Express Serve Account to view your Direct Deposit Account information.
  • Enter your Direct Deposit account information on to the forms provided by the respective government agencies: your Direct Deposit account number and routing number (sometimes referred to as the ABA routing number). If asked what type of account this is, select Checking.

Once you've submitted the form to your benefits provider, you should start receiving your payments within 1-2 pay periods.

Cash

How do I add cash to my Account?

Cash Loads at the Register: You can add cash directly at the register at thousands of locations including CVS/pharmacy®, Dollar General®, Family Dollar®, Rite Aid®, Walmart® and participating 7-ELEVEN® locations.

You can add as much as $500 or as little as $20. Just give your American Express Serve® Card and cash to the cashier, and your money is immediately added to your Card. Cash load fees vary by retailer and Account type. You can load cash for free with the American Express Serve® Free Reloads Account at participating retailers.

-Or-

Add cash by purchasing a Reloadit™ wherever it's sold. Third party fees apply.1

1 Reloadit fee of up to $3.95 applies.

When I add cash to my American Express Serve® Account, will it be available right away?

The cash that you add will be available immediately.

Mobile Check Capture

Who can use the Mobile Check Capture by Ingo Money feature?

You must be a Master Accountholder to use this feature. Sub-account users cannot add funds with Mobile Check Capture at this time.

What is the Mobile Check Capture feature?

You can add checks directly to your American Express Serve Account using the Mobile Check Capture feature in the American Express Serve® Mobile app1 on your iPhone® or Android device. Fees and limits apply.

Mobile Check Capture transactions are conducted by Ingo Money in accordance with the First Century Bank, N.A. and Ingo Money, Inc. Terms and Conditions and the First Century Bank, N.A. and Ingo Money, Inc. Privacy Policy, and are subject to the Serve Member Agreement.

Don't have the Serve Mobile app? Download it for free from the App Store or Google Play.

1 Data rates may apply.

How do I add checks with Mobile Check Capture?

Please follow these steps to add a check to your American Express Serve Account:

  1. Open and log into the Serve App on either iOS or Android
    1. Please note: to use the Mobile Check Capture feature you must be using either iOS 7 or Android 4.0 or a more recent version of either operating system.
  2. In the Serve Mobile app, under Add Money, select “Add from a Check”.
    1. If this is your first time using this feature you will need to accept the First Century Bank, N.A. and Ingo Money, Inc. Terms and Conditions and the First Century Bank, N.A. and Ingo Money, Inc. Privacy Policy.
  3. Sign the back of your check.
  4. Capture an image of the front of the check
    1. For Android users- Tap the first check image labeled "Front" and position your mobile device's camera at a slight angle. Then tap the screen to take a photo. After that you will be presented with a preview image to accept, or retake the photo.
    2. For iOS users- Tap the first check image labeled "Front" and position your mobile device's camera at a slight angle over the check. Align the image until you see a green outline. If you are having difficulties try clicking the "auto" option in the top right corner and then hover over the check and tap the screen to take a photo. After that you will be presented with a preview image to accept, or retake the photo.
  5. Capture an image of the back of the check
    1. For Android users- Turn the check over and tap the second check image labeled "Back". Position your mobile device's camera at a slight angle. Then tap the screen to take a photo. After that you will be presented with a preview image to accept, or retake the photo.
    2. For iOS users- Turn the check over and tap the second check image labeled "Back".  Position your mobile device's camera at a slight angle over the check. Align the image until you see a green outline. If you are having difficulties try clicking the "auto" option in the top right corner and then hover over the check and tap the screen to take a photo. After that you will be presented with a preview image to accept, or retake the photo.
  6. Enter the amount of the check and follow the screen prompts to choose when you want your money:
    1. Money in Minutes1 – funds can be available within minutes for a fee
    2. Money in Days2 – funds can be available in 10 days with no fee, if the check is not returned unpaid within the 10 day period.
  7. Confirm the net amount (after applicable fees) to be added to your Account.
  8. If you selected Money in Minutes and your check is approved, you will then be prompted to write “VOID” on the front of your check and submit an additional picture. Do not write “VOID” until you are prompted in the app.

1 1% fee on payroll or government checks with preprinted signatures or 5% fee on other checks; $5 minimum fee applies; $20 check minimum. See serve.com/fees for more detail.
2 If your check is returned unpaid within the 10 day period, your Account will not be funded. No minimum check amount.

How do I take a good image of my check?

Checks images can be rejected due to a poor image capture. When taking images of your check please ensure the following:

  • The check is on a solid-colored background, front-side up
  • Ensure none of the check information is covered up and that the room is brightly lit
  • Ensure there are no shadows on the check
  • Be sure the check fits just inside the guidelines
  • The check is not wrinkled in any way

When will my check funds added by Mobile Check Capture be available?

If you choose Money in Minutes your money is generally available with 3-5 minutes after review and approval of your check, but can take up to one hour.

If you choose Money in Days, your money will be available 10 days from the time you submit your check, provided your check is approved and it is not returned unpaid within the 10-day period.

What are the fees associated with adding a check by Mobile Check Capture?

If you chose Money in Days, no fee is charged.

If you chose Money in Minutes, you will be charged a fee of either 1% or 5% of the check amount (minimum fee $5), depending on the check type, as follows:

Money in Minutes Fee Chart
(Fee deducted from the total check amount)

Fee Amount

Check Type

1% fee ($5 minimum)

  • Payroll checks with a pre-printed signature
  • Government-issued checks with a pre-printed signature such as tax refunds and social security payments

5% fee ($5 minimum)

All other accepted check types including:

  • Personal checks
  • Business checks
  • Payroll checks with a hand written signature
  • Insurance checks
  • Attorney’s checks
  • Cashier’s checks
  • Money orders
  • Rebate checks
  • American Express Travelers Cheques
  • Refund anticipation checks
 

What are the minimum and maximum check amounts I can add with Mobile Check Capture?

Checks added via Money in Days must be in an amount between $0.01 and $5,000. Checks added via Money in Minutes must be in an amount between $20 and $5,000. All checks added via Mobile Check Capture are subject to a $5,000 per day and $10,000 per month limit.

What types of checks are eligible for adding money with Mobile Check Capture?

All checks must be made out to you, endorsed by you and drawn on a bank account in the United States or a U.S. territory.

Eligible checks include, but are not limited to:

  • Payroll and government checks with a pre-printed signature (Example: Tax Refund)
  • Business checks
  • Payroll checks with a handwritten signature
  • Personal checks
  • Insurance checks (settlement checks)
  • Attorney checks (settlement checks)
  • American Express Travelers Cheques
  • Cashier’s checks
  • Money orders
  • Rebate and refund anticipation checks

Please note that the following check types are generally not accepted:

  • Checks you write to yourself
  • Conditional endorsement checks
  • Counter and starter checks
  • Credit card checks
  • Customer appreciation certificates
  • Gift certificates
  • Checks that are post-dated
  • Warrants
  • Travelers checks not issued by American Express
  • Checks that aren’t made out to you

Why is the app requesting I take a picture of my government-issued ID?

You may be required to validate your identity by taking a photo of the front and back of your ID and a photo of yourself.

Why is my personal information required to use Mobile Check Capture? What information is shared?

In order to use Mobile Check Capture, Ingo Money Inc. and First Century Bank, N.A. requires your personal information to provide you access to their services, for example, to identify you, to process transactions, and to provide and improve their services to you.

American Express will share your personal information, including SSN, and date of birth, and information regarding your Serve Account with Ingo Money Inc. and First Century Bank, N.A. to help service your Mobile Check Capture request.

For more information, please refer to First Century Bank’s and Ingo Money’s Privacy Policy.

When should I write “VOID” on my check?

Write “VOID” on your check only when you are prompted in the app. You will be prompted if you selected Money in Minutes and your check has been approved.

How should I write “VOID” on my check?

“VOID” should be written boldly in blue or black ink across the front of your check.

Why was my check declined?

All checks submitted by Mobile Check Capture are subject to Ingo Money’s review for approval. Ingo Money may be unable to approve a check and cannot always tell you exactly why a check is declined; however, below are some examples of reasons a check may be declined:

  • Check was not written to you, as your name appears on your Serve Account.
  • Check was not endorsed.
  • Amount of the check is less than $10 or more than $2,500.
  • Amount of the check will cause you to exceed the applicable limits.
  • Check images are illegible.
  • Check is not an acceptable check type.
  • A properly voided image of the check was not received. If you have issues with submitting your voided check image, call Ingo Money at (229) 276-3887.
  • Check was written from a closed or compromised account.

If your check is declined, you will be notified in the app and by email. Your account will not be funded, and no fee will be assessed.

How do I contact Ingo Money if I have questions about Mobile Check Capture transactions?

You can reach out to Ingo Money directly using the following link, or at (229) 276-3887.

Bank Transfer

How do I link a bank account to my American Express Serve® Account?

Depending on your bank's policies and the terms of your bank account, you may be able to add money to your Serve Account from your checking or savings account by initiating a transfer from your bank account into your Serve Account. Consult with your bank for bank origination fees that may apply and for transfer timing information.

How long does it take for money to be added to my Account?

Depending on your bank's policies and the terms of your bank account, you may be able to add money to your Serve Account from your checking or savings account by initiating a transfer from your bank account into your Serve Account. Each bank has its own timeframe for how long it takes to transfer funds. For transfer timing and bank origination fee information, please consult your bank

How many bank accounts can I link to my American Express Serve Account?

You may link one bank account to your American Express Serve Account.

Debit Card and American Express® Credit Card

How do I link a debit or American Express® Credit Card to my American Express Serve Account?

You can link a card in two easy steps:

  1. Log in here to your American Express Serve Account.
  2. Click Link Debit Card or American Express® Credit Card and fill out the required information. You will need to provide your card information and verify your billing address.

Please note, you may only link a card that is in your name. The billing address associated with your card must match the billing address on your American Express Serve Account profile.

How long does it take to link a American Express® Credit Card or debit card?

After card has been verified, linking them to your American Express Serve® Account is instantaneous.

How do I add money from my linked Debit Card or American Express® Credit Card?

It's easy and convenient to add money from your linked Card.1 Please follow the steps outlined below:

  • Log in to your Serve Account and select Add Money located at the top right hand corner of the main page.
  • Tell us how much you want to add, select your Card and click Review.
  • Review your transaction and click Submit.

You will receive an email confirmation once the money has been transferred successfully to your American Express Serve Account.

1Cash advance fees may apply for credit card loads; check with your credit card issuer for details.

Which debit and credit cards can I link to my Account? (American Express, Discover, MasterCard, or Visa)

For credit cards – You can link an American Express® Card to your Account.

For debit cards – You can link a debit card that is Visa or MasterCard branded.

Manage Account

Subaccounts

What is a Subaccount?

A Subaccount is an Account that you establish under your American Express Serve® Account for another person age 13 or older. This Account is linked to, funded, and controlled by the Master American Express Serve Account holder. Subaccounts are a convenient and flexible way that you can give family and friends access to money, while seeing transaction activity and setting limits. Seamlessly pay your child's allowance, send money to your children at college, make funds available to the handyman for home repairs, etc.

What can or can't Subaccount Users do?

Subaccount Users can:

  • Use their Cards at virtually any merchant that accepts American Express® Cards in the U.S.
  • Withdraw cash at ATMs nationwide (only if allowed by the Master Accountholder).1
  • Send money to and request money from a Master Accountholder.

Subaccounts Users cannot:

  • Add money to their Account.
  • Use their Card internationally.
  • Use the Serve Bill Pay feature.
  • Create their own Subaccounts.
  • Send money to or receive money from other Subaccounts.

1 Transactions at non-MoneyPass® ATMs have a $2.50 American Express Serve fee. ATM operator fees may also apply. See serve.com/atm for details.

How do I create a Subaccount?

If you're creating a Subaccount for the first time, please follow the steps below:

  • Log in to your American Express Serve Account.
  • Click on Plan & Manage at the top of the main page and then select Subaccounts from the drop down menu.
  • Scroll down and click Add a Subaccount. Please provide the required information. You will need the name and email address of the Subaccount user to create the Account.

If you have created a Subaccount before then simply follow the first 2 steps stated above. Once you are on the Subaccounts page, click Add Subaccount, fill out the form and select Create.

Who can I create a Subaccount for?

You can create a Subaccount for anyone age 13 or older that you give money to on a regular basis. You can create a Subaccount for your child, babysitter, handyman, or for anybody you choose.

Can I create more than one Subaccount?

Yes. You can create up to four Subaccounts on your American Express Serve Account.

How do I cancel a Subaccount?

First, log in to your American Express Serve Account. Click Plan & Manage at the top of the main page and then select Subaccounts from the drop down menu. Select Settings under each Subaccount and click Close Subaccount.

Update Your Personal Information

How do I change my American Express Serve® Account profile information such as address, phone number, user ID, password, etc.?

To update any of your profile information including your address, email address, phone number, password, PIN and security answer, log in to your American Express Serve Account and select Profile at the top right hand corner of the main page.

How do I opt out from receiving marketing emails from American Express Serve?

Log in to your American Express Serve Account and click Profile at the top right hand corner of the main page. Select Privacy Preferences under Communication Preferences. There, you can simply uncheck the box to unsubscribe from all marketing emails. Please remember to click Save Changes before you leave the page. You can also click on the unsubscribe link at the bottom of your email offer. Your changes will not impact any account-related servicing communications.

Report a Lost or Stolen Card

What should I do if my Card is lost, stolen, damaged, or was never originally received?

You can request a replacement Card online by:

  1. Logging into your Account at www.Serve.com/JacksonHewitt
  2. Selecting "Settings" and then "Request Replacement Card"
  3. Confirm your address
    1. If you are a Subaccount holder, make sure the address of your Master Account holder is correct
  4. Selecting the Account that needs a replacement Card
  5. Selecting the reason you are requesting a replacement Card
  6. Choosing your shipping preference
    1. Free Standard Shipping: USPS first class mail delivery. Card will arrive in 7-10 business days.
    2. $20.00 – Expedited Shipping: UPS Carrier Delivery. Card will arrive in 3-4 business days.*
  7. Submitting your request

If your Card was lost, stolen, or never originally received, we will cancel that Card. You should review your transaction history to ensure no unauthorized transactions have occurred. Click here to find instructions on what to do if you find an unauthorized transaction.

If you are requesting a replacement card because your existing Card was damaged, you can still use your existing Card for transactions that don't require the 3 or 4-digit security code on your Card while you wait for your new Card to arrive. When you activate your new Card, your old Card will no longer work.

If you have any question or cannot successfully replace your Card online, call us at 1.855.431.6040 to request a replacement Card.

* Expedited Shipping is not available to customers in Alaska, Hawaii, Puerto Rico, Guam, or the U.S. Virgin Islands.

What should I do if my Temporary Card is lost, stolen, damaged, or was never originally received?

If your Temporary Card was lost or stolen, contact Customer Service immediately at 1.855.431.6040. You will be required to provide your name, address, Serve Temporary Card number and Card Security Code and other details for identification purposes.

Insights

What is Insights?

Insights is a set of tools to help you better track spending, create budgets, set spending alerts and track financial goals.

How are transactions categorized?

Most of your transactions are automatically sorted into the following default categories: bills, fun, food, transportation and shopping. Non-merchant transactions such as ATM cash withdrawals are sorted into "uncategorized" by default. You can categorize non-merchant transactions into a default category or add a custom category that best fits your needs by going to View Transactions and clicking on Categorize Now.

Can I re-categorize a transaction?

Yes! If you want to change a transaction's category, please go to View Transactions, select the transaction and click Edit. You can choose to have all transactions from the same merchant sorted into the new category.

What is Spending by Category?

Spending by Category is an easy-to-read chart to help you understand where your money is going. You will be able to see how much you spent in each category this month and what percentage of your total monthly spending each category represents.

What is Track Spending?

Take charge of your spending by understanding where your money goes from month to month. Track your purchases, the bills you've paid, money you’ve sent to friends or family, and even cash withdrawals. Set a monthly maximum spending amount to help you stay on budget by going to Insights under Plan & Manage and clicking on Settings within the Track Spending tab (Note: Reaching your monthly maximum spending amount in any category will not impact your ability to use your Serve Account as much as you'd like.)

What is Spending History?

Spending History provides a bigger picture of your spending. Here you can see your 13 month spending history. Especially for seasonal spending like back to school, or holidays, you will be able to compare how you are doing to last year.

Can I manage all my categories on one page?

You can manage categories at a glance through Settings. Go to Settings, and click on Manage Category under Statements & Transactions.

In this view, you can:

  1. See your six month spending history by category
  2. Set your monthly maximum spending targets. To help you decide what a good monthly maximum target would be, we have calculated the six month average for your reference.

Reserve

What is Reserve?

Reserve is an easy way to set aside money for a large purchase or vacation. Move money into your Reserve as often as you wish, and when you’re ready to spend it, just transfer it back into your American Express Serve® Account.

How do I create Reserve?

It's easy to create Reserve.

  1. Log in to your American Express Serve Account. Click Plan & Manage and then select Reserve from the drop down menu.
  2. Click on Create a Reserve.
  3. Enter a name for your Reserve (e.g. “My vacation”).
  4. Enter the amount you want to transfer from your Available Balance in your Master Account.
  5. Select a one-time transfer or schedule a recurring transfer.

If you select a recurring transfer, please take note of the amount and date of the recurring transfer and ensure that you have enough money in your Master Account Available Balance to cover the transfer when it occurs. There are no fees for a declined transaction, but if there is not enough money in your Account, the transfer will not be processed.

How do I add money to Reserve?

Funds can only be added to your Reserve by transferring money from your Available Balance in your Master Account. Funds will be available in your Reserve almost instantly. There is no limit on the number of times you can transfer funds from the American Express Serve Master Account into your Reserve.

How do I spend money in Reserve?

To spend the money in your Reserve, transfer money from your Reserve back to your American Express Serve Master Account. The funds will be available almost instantly to make purchases, pay rent or for a rainy day. There is no limit on the number of times you can transfer funds from your Reserve to your Master Account.

Can I edit my scheduled recurring transfer?

Yes. You can edit the amount and the frequency of an existing recurring transfer. Log in to your American Express Serve Account, click on Plan & Manage then Select Reserve from the drop down menu. Click Edit Settings and edit the appropriate information. Before submitting, please take note of the new amount and start date of the recurring transfer. You may also use this functionality to pause or delete your scheduled recurring transfers.

How does the pause functionality work?

Pausing a scheduled recurring transfer temporarily stops your transfers. To continue your scheduled recurring transfer, click Resume.

Balance and Transactions

How do I check my balance on my Temporary Card?

You can check your balance on your Temporary Card balance any time here. If you decide to get a Personalized Card, we'll move your remaining balance to your Personalized Account.

How do I view my transaction history and Account balance?

To view your balance or transaction history, log in to your American Express Serve Account. You can view your recent transaction history and Account balance on your homepage after you've logged in. Select View Transactions at the top of the main page to view your detailed transaction history.

Checking your balance information on the go? You can also view your balance on the American Express Serve® Mobile App1 login screen. To set up the Quick Balance feature, login to your Account on the Mobile App and go to Settings > Quick Balance and toggle the switch on. The next time you are on the American Express Serve® Mobile App login screen, swipe the dollar sign on the bottom of the screen to the right and you will see your current balance information. Don't have the American Express Serve Mobile App? Download it for free from the App Store or Google Play.

1 Data rates may apply.

How do I view my previous Account statements?

First, log in to your American Express Serve Account. Click Settings at the top right hand corner of the main page and then select statements. You will find each monthly statement for the last 24 months.

For statements prior to the most recent 24 months, please contact customer service at 1-800-954-0559.

Set up Alerts & Text Notifications

How do I set up Balance Alerts?

You can set up alerts on your Account so you can receive emails when your available balance drops below a specified amount or receive a regularly scheduled email with your available balance status.

To Set Up Low Balance Alerts:

  1. Log in to your Account online, click on Settings on the top right hand corner and select Balance Alerts under Communication Preferences.
  2. Click Enable Low Balance Alerts, and enter your specified amount
  3. Click Submit

To Set Scheduled Balance Alerts:

  1. Log in to your Account online, click on Settings on the top right hand corner and select Balance Alerts under Communication Preferences.
  2. Click Schedule Alerts and select your preferences
  3. Click Submit

How do I set up or edit email or text Account Alerts?

You can set up text1 and email alerts to track the latest changes on your Account or Subaccounts.

To set up alerts:

  1. Log in to your Account online.
  2. Click on Settings in the top right hand corner (for desktop), or (for mobile) click on the menu icon in the upper right hand corner of the page, and then select Settings from the menu.
  3. Select the Notification tab, here you will be able to select your alert preferences for:
    1. Low Balance- Receive an alert when your available balance drops below an amount that you specify
    2. Available Balance- Receive a regularly scheduled alert with your available balance
    3. Money Added- Receive a text message when money is added to your Account. This is for money added electronically such as a direct deposit or a federal tax refund. (Text alert only)
  4. To initially receive text notifications you will need to follow the additional steps below:
    1. In the Notifications page you will need to verify the phone number on file is your mobile number, and if it is not, then click “No” and enter your mobile phone number.
    2. Once we have your proper mobile phone number, you will need to select “Submit” and then you will click “Enable” to verify your mobile phone number
    3. A verification message and six digit code will be sent to your mobile phone. Please follow the directions provided from there.
  5. Once you have updated your account click or tap “Save”.

Please note that fraud alerts are enabled by default. To disable text message based fraud alerts and all additional text message alerts respond with “STOP” when you receive a text alert.

1American Express does not charge a fee for text alerts. Your wireless communications provider may charge for text messages that are sent or received. Check with your wireless communications provider for possible charges related to text alerts.

How do I receive on demand Account updates via text for my American Express Serve Account?

Text commands are an easy way to stay informed about your American Express Serve Account using your mobile phone. You can view your balance, transaction history and more. To set up text commands, follow the steps below:

  1. Click on Settings in the top right hand corner (for desktop), or (for mobile), click on the menu icon in the upper right hand corner of the page, and then select Settings from the menu.
  2. In Settings select the Notifications tab (for desktop) or Notifications drop down (for mobile).
  3. In the Notifications page you will need to verify the phone number on file is your mobile number, and if it is not, then click “No” and enter your mobile phone number.
  4. Once we have your proper mobile phone number, you will need to select “Submit” and then you will click “Enable” to verify your mobile phone number.
  5. A verification message and six digit code will be sent to your mobile phone. Please follow the directions provided from there.
  6. Once you have opted in, text the following key words to 73783:
    • APP — Sends a link to download mobile app
    • BAL or BALANCE  — to get your current balance
    • HIST or HISTORY — Sends the last 5 transactions within the last 30 days
    • HELP — for help with text notifications
    • RESERVE — to get your Reserve balance
    • SETASIDE — Sends Reserve balance

Note: American Express does not charge a fee for text alerts. Your wireless communications provider may charge for text alerts. Check with your wireless communications provider for possible charges related to text alerts.

Transaction Dispute

How do I dispute a transaction on my Account?

If you feel there is an error on your statement or receipt or you need more information about a transaction listed on your statement or receipt, we must hear from you no later than 60 days after we sent the first statement on which the problem or error appeared.

To receive more information, or dispute a potential error with your American Express Serve® Account, you may contact us at 1-855-431-6040, 24 hours a day, 7 days a week. You may also write to us at

American Express - Customer Relations
4315 S. 2700 W
Salt Lake City, UT 84184-0440

You must include the following when disputing an issue regarding your American Express Serve Account:

  • Your name and American Express Serve Account number.
  • Description of the issue or transfer you are unsure about, and explanation of why you believe it is an error or why you need more information.
  • The dollar amount of the suspected error.

If you choose to call Customer Service and tell us the issue orally, we may require that you send us your complaint or question in writing within 10 business days.

How long will it take to resolve?

We will investigate and determine whether an error occurred within 10 business days after we hear from you, and will promptly correct any errors found.

If we need more time, however, we may take up to 45 days to investigate your complaint or question.

If we decide more time is needed, we will credit your Account within 10 business days for the amount you believe is an error, so that you will have use of this money during the time it takes to complete our investigation.

If we ask you to send us your question or complaint in writing, and we do not receive it within 10 business days, we may not credit your Account. For errors involving new Accounts, point-of-sale, or foreign-initiated transactions, we may take up to 90 days to investigate your complaint or question. For new Accounts, we may take up to 20 business days to credit your Account for the amount you believe is an error.

We will notify you of the results within 3 business days after completing our investigation. If we decide that there was no error, we will send you a written explanation. You may ask for copies of the documents that we used in our investigation.

What constitutes an error?

An error occurs when a transaction is

  • Not authorized by you to clear your Account
  • A transaction has cleared your Account in error
  • A transaction has not cleared and should have
  • A computational error (e.g. Transaction was for $32 but cleared for $23)
  • You did not receive the correct amount of funds (you requested $50 from an ATM but only received $40)
  • You request documentation or additional information about a transaction

All other types of disputes (e.g. goods not delivered, or goods or service not as promised or damaged) are not considered errors. We will accept these requests for an investigation will work to resolve them within 10 business days after we hear from you. However, if we need more time, we may take up to 45 days to investigate your complaint or question. In that time, if we decide more time is needed, we will not credit your account for the amount in question. If we can come to resolution, we will credit your account when the investigation is complete.

Tax Refunds

Staying Informed After You File

How do I check the status of my Federal tax refund?

Check the status of your refund on the IRS website or call them at 800-829-1954. The IRS website is updated once every 24 hours with information on the status of your tax refund. If you have a Personalized Serve Card and have setup your online account, you can login to check your refund has been posted. Unfortunately, our Customer Care Professionals do not have information on when your tax refund will arrive. Please also visit the IRS Frequently Asked Questions page here.

Can I use or withdraw my tax refund or refund advance all at once?

Yes, but daily and monthly transaction limits apply. You can use your tax refund or refund advance by, among other things, making purchases with your Card virtually anywhere American Express® Cards are accepted, paying bills online or withdrawing money from any ATM1 that accepts American Express Cards, or using Cash Pickup Powered by Ria® (fees apply.) The schedule of Serve Account limits can be found here.

1 Transactions at non-MoneyPass® ATMs have a $3.50 American Express Serve fee. ATM operator fees may also apply. See serve.com/atm for details.

How fast will money be available on the Serve Card?

Money is available on the Card as follows:

Federal Refunds: IRS will be processing the refunds. Clients can check the status of their federal refund on the IRS website or call them at 800-829-1954.

  • Clients can get access to their federal refund up to 2 days faster with an American Express Serve Card. Faster access to their refund is based on American Express' practice of adding money to their Serve prepaid account upon notification of a pending refund deposit, compared to the typical bank process of making money available only after it has been received. Faster access subject to American Express receiving notification up to two (2) days before the funds are received.

Refund Advance: Within one hour after the Refund Advance has been approved by the bank.

Use Your Card

Make Purchases

How do I make in-store purchases?

You can use your Card virtually anywhere American Express® Cards are accepted. If a merchant asks you to choose between “credit” and “debit,” select “credit.” No PIN is required for in-store purchases.

What are preauthorization holds on my Serve Account?

When you conduct transactions at certain merchants, a hold may be placed on funds in your Account to make sure you have enough funds to cover the transaction when it is completed. This is most commonly seen in connection with transactions at gas pumps, rental car agencies, hotels and cruises, where the transaction is not yet complete (and therefore the transaction amount is not finally known) at the time your card is swiped. The funds subject to the hold will not be available until the transaction has fully completed or after the hold time expires (typically not later than 8 days in the case of most merchant transactions and 30 days in the case of transactions with rental car agencies, hotels, cruise lines, and similar merchants).

To avoid having excess funds held on your account, we recommend that you always complete the transaction with the same card you used to authorize the transaction or make the reservation.

How do I make online, mail-order, or phone purchases?

You can use your Card for online, mail-order, or phone purchases with merchants that accept American Express Cards. Be sure to have your 15-digit Card number, the “valid thru” date, and the 4-digit security code on the front of the Card.

Can clients get 'cash-back' at the register when they make purchases at a store?

Cash back is not an option available with the Serve Card. However, Serve Card Members have access to FREE ATM withdrawals at over 24,000 MoneyPass® ATMs nationwide1. For ATM access with a Temporary Card, please call 1-855-431-6040 to set up the 4 digit PIN.

How do I use my Card at gas stations?

If you pay at the pump, gas stations will routinely obtain authorization for an estimated gas purchase amount. This amount may exceed the actual amount of your gas purchase and will be "held" until the transaction settles. Please prepay for gas in the station instead of at the pump in order to avoid a "hold" on your funds.

Withdraw Cash at ATMs

Do I need to set up an ATM PIN?

Yes, to help protect your Account, a PIN is required to withdraw money from an ATM.

  • If you have a Serve Personalized Card, the ATM PIN setup is part of the Online Account Setup.
  • To setup your ATM PIN for a Serve Temporary Card please follow these steps:
    1. Call the number on the back of the Card (1.855.431.6040).
    2. Select Account Balance/Set Up PIN from the automated voice menu.
    3. Follow the prompts.

Which ATMs can I withdraw money from?

You may withdraw money from any ATM nationwide that accepts American Express® Cards. ATM withdrawals outside of the US are not available with Serve.

Are there any fees, limits or restrictions for ATM withdrawals?

Serve has FREE ATM withdrawals at over 24,000 ATMs in the MoneyPass® ATM network in the US. Transactions at non-MoneyPass® ATMs have an up to $3.50 American Express Serve fee. ATM operator fees may also apply.

The complete schedule of the American Express Serve Account limits can be found here. Please see our Consumer User Agreement at serve.com/jacksonhewitt/legal for more details.

Where can I find a MoneyPass ATM?

MoneyPass ATM locations can be found at http://www.moneypass.com/atm-locator.aspx.

Note: MoneyPass Network ATMs are not available in all areas, including the US Virgin Islands.

Cash Pickup Powered by Ria®

What is Cash Pickup Powered by Ria®?

Cash Pickup Powered by Ria allows you to withdraw cash from your Serve Account for pickup at any Walmart store located in the U.S. or Puerto Rico. Fees and limits apply. Serve Cash Pickup transactions are conducted by Ria in accordance with Ria's Terms of Service and Ria's Privacy Policy, and are subject to the Serve User Agreement. Learn more about Ria.

Who is Ria?

Ria is a global leader in money remittances, specializing in both domestic and international money transfers (note: Serve Cash Pickup withdrawals are domestic only). "Ria" is a registered trademark of Continental Exchange Solutions, Inc. dba Ria Financial Services, licensed as a Money Transmitter by the Department of Financial Services of the State of New York; licensed by the Georgia Department of Banking and Finance, NMLS ID 920968; and authorized independently or through its affiliate, Ria Financial Services Puerto Rico, Inc. OCIF LICENSE NUMBER TM-2014-031, to operate as a Money Transmitter in all United States' jurisdictions where it conducts business.

How do I get access to the Cash Pickup Powered by Ria service?

In order to use the Cash Pickup service, you must be a Serve Account holder. Please note, only Account holders can access the Cash Pickup service; Subaccount holders do not have access.

How do I submit a Cash Pickup order?

To submit an order, follow the below steps:

Log in to your American Express Serve Account online, select Withdraw Funds, click on Serve Cash Pickup Powered by Ria and follow the steps provided.
– Or you can log in with the Serve Mobile app1, select Cash Pickup, tap on Make a Withdrawal and follow the steps provided.

Please note: you will need to do the following to submit your Cash Pickup order:

  • Confirm the name and address on file with your Serve Account is accurate. Note: you can always update your address in your Serve profile. If you need to update your name, please contact us at 1-855-431-6040.
  • Provide Your Serve ATM PIN
  • Provide the Serve Card Security Code found on the back of your Serve Card

Once you submit your order, the Withdrawal and Fee Amounts will be deducted from your Available Balance and your money will be ready for pickup in as little as 5 minutes.2 Please refer to the next question for details on how to pick up your money.

1 Data rates may apply.

2 Daily limits apply.

How do I pick up my money at Walmart?

  • Go to a Walmart MoneyCenter or customer service desk at any Walmart store in the state or territory you selected in your order
  • Provide the following to the Walmart store associate:

    1. Your government-issued photo ID*
    2. The pickup reference number. You can locate this number in any of the following ways:

      • The confirmation page at the time you submitted your order
      • The confirmation email sent to the email address associated with your Serve Account
      • In your Transaction History online or in the Mobile app

*You will be required to provide proof of address if your ID does not contain your address (e.g. a passport) or contains a P.O. Box. Scroll down to see the list of permissible IDs and proof of address documentation.

How long do I have to pick up my money at Walmart?

You have 21 days from the date you submit your order to pick up your money. After 21 days, the order will be cancelled and the Withdrawal and Fee Amounts will be returned to your Serve Account.

What is an acceptable government-issued photo ID to present at Walmart?

The ID presented to pick up your money at Walmart must:

  • Not be expired
  • Contain your photo
  • Be a permissible ID type (see below)

The following are the permissible types of ID:

  • State-issued Driver's License
  • State-issued ID Card
  • US Military ID Card
  • US Passport or Foreign Passport
  • Alien Resident Card
  • Matricula Consular
  • Border Crossing Card
  • Temporary Resident Card
  • Employment Authorization Card
  • Naturalization and Immigration Services ID Card
  • Crewman's Landing Permit (Form 195A) with photo
  • Tribal ID (TI)

If your ID does not contain your address (e.g. a passport) or contains a P.O. Box, you will be required to provide proof of address. The following are permissible proof of address documents, which must be in your name:

  • Pay Stub
  • Bank Statement
  • Property or Municipal Tax Statement
  • Automobile Insurance Policy
  • Voter Identification
  • Internal Revenue Service Tax Forms (W-2, Form 1099, ITIN)
  • Rental/Lease Agreement
  • Bills (Utility, Cellular/Telephone, Mortgage, Credit Card, Auto Loan)
  • Printed Personal Check

What fees apply to Cash Pickup withdrawals?

The Cash Pickup fee depends on the withdrawal amount and is deducted at the time you submit an order. See below for a schedule of fees.

Withdrawal Amount

Fee

Up to $500

$3.49

$500.01 - $1,000

$6.49

$1,000.01 - $2,9001

$9.49

All Cash Pickup withdrawals picked up in Arizona are subject to a per transaction limit of $499.99.

1 Cash Pickup withdrawals greater than $2,500 are available to Serve Account holders who receive their tax refund or refund advance via Direct Deposit into their Serve Accounts. Cash Pickup withdrawals greater than $2,500 are not available for Serve Account holders with an Arizona address on file.

What limits apply to Cash Pickup withdrawals?

If you Direct Deposit a tax refund or refund advance to your Serve Account, the daily Cash Pickup withdrawal limit will be $2,900 or equal to your tax fund amount, until the remaining tax funds amount is $2,500 or less. At that point, the $2,500 daily Cash Pickup withdrawal limit applies. The increased tax funds limit expires at the end of the calendar year in which the tax funds were Direct Deposited into your Serve Account.

Please note:

  • Cash Pickup withdrawals above $499.99 are not available for Serve Account holders with Arizona addresses on file. All Cash Pickup withdrawals picked up in Arizona are subject to a per transaction limit of $499.99.

When will my cash be ready for pick up?

Once you submit your order, your cash will be ready for pickup in as little as 5 minutes. Cash Pickup orders can be picked up during Walmart store hours (typically 8:00 a.m. to 8:00 p.m. Monday through Saturday and 10:00 a.m. to 6:00 p.m. Sunday, but hours may vary). Click here for a list of Walmart store locations and hours in the U.S. Click here for a list of Walmart store locations and hours in Puerto Rico.

How do I cancel a Cash Pickup order?

You can cancel a Cash Pickup order by accessing your Transaction History online or in the Mobile app and clicking the "Cancel" link next to the transaction.

Note: You have 21 days from the date you submit your order to pick up your money. After 21 days, the order will be cancelled and the Withdrawal and Fee Amounts will be returned to your Serve Account.

Can Subaccount holders use Cash Pickup Powered by Ria?

No, only Account holders can use the Cash Pickup service

What do I do if I have a question about my Cash Pickup order or the Cash Pickup service?

Contact us at 1-855-431-6040.

Serve Money Transfer Powered by Ria®

Who is Ria?

Ria is a global leader in money remittances, specializing in both domestic and international money transfers (note: Serve Money Transfers are domestic only). “Ria” is a registered trademark of Continental Exchange Solutions, Inc. dba Ria Financial Services, licensed as a Money Transmitter by the Department of Financial Services of the State of New York; licensed by the Georgia Department of Banking and Finance, NMLS ID 920968, LICENSE NUMBER 18943; and authorized independently or through its affiliate, Ria Financial Services Puerto Rico, Inc. OCIF LICENSE NUMBER TM-031, to operate as a Money Transmitter in all United States' jurisdictions where it conducts business.

Serve Money Transfer transactions are conducted by Ria in accordance with  Ria's Terms and Conditions and Ria's Privacy Policy, and are subject to the Serve User Agreement. Learn more about Ria.

What is Serve Money Transfer Powered by Ria®?

With Serve Money Transfer Powered by Ria, you can transfer money directly from your Serve Account to anyone from anywhere for pickup at any Walmart store located in the US or Puerto Rico. Recipient must be 18 years or older. Fees and limits apply.

How do I get access to the Serve Money Transfer Powered by Ria service?

In order to use the Serve Money Transfer Powered by Ria service, you must be a registered Serve Accountholder, have completed email verification and have activated your Personalized Card. Please note, only Master Accountholders can access the Money Transfer service; Subaccount Users do not have access.

How do I send a Money Transfer?

Log In to your Serve Account online or through the Mobile App and select “Money Transfer.” Input the required information, including:

  • Select the recipient you want to send money to or add a new recipient
  • Provide your Serve ATM PIN and the Security Code found on the back of your Serve Card
  • Note, you may be required to provide US-issued driver’s license or state ID information and occupation prior to sending your first Money Transfer

Once you submit your Money Transfer, the Transfer and Fee Amounts will be deducted from your Available Balance and the money will be ready for pickup at Walmart in minutes.

Who can receive a Serve Money Transfer?

You can send a Money Transfer to anyone in the U.S. or Puerto Rico over the age of 18. Your recipient does not need to have a Serve Account. Please note: you cannot send a Money Transfer to a business or to yourself.

How does your recipient pick up money at Walmart?

Your recipient can go to any Walmart store in the state or territory selected in your order, visit the Walmart MoneyCenter or customer service desk, and provide the following to the Walmart store associate:

  1. A valid government-issued photo ID*
  2. The pickup reference number, which is included in the confirmation email sent to your recipient if you provided their email address at the time you submitted the money transfer. If you did not provide your recipient’s email address, you will need to communicate the pickup reference number to them. The reference number can be found in any of the following ways:
    • The confirmation page at the time you submitted your Money Transfer
    • In the email you, the customer, received confirming funds are ready for pickup
    • In your Transaction History online or in the Mobile App
  3. In certain states, the recipient may also need to provide their occupation and Social Security Number or ITIN.M

*If your recipient’s ID does not contain their address (e.g. a passport) or contains a P.O. Box, they may be required to provide proof of address. Scroll down for more information.

When will the money be ready for pick up?

Once you submit your Money Transfer, the cash will be ready for pickup at Walmart in minutes. Money Transfers can be picked up during Walmart store hours (typically 8:00 a.m. to 8:00 p.m. Monday through Saturday and 10:00 a.m. to 6:00 p.m. Sunday, but hours may vary).

How long does your recipient have to pick up the money at Walmart?

Your recipient has 21 days from the date you sent the Money Transfer to pick up the money. After 21 days, the Money Transfer will be cancelled and the Transfer and Fee Amounts will be returned to your Serve Account.

What is an acceptable government-issued photo ID to present at Walmart?

The ID presented to pick up the Money Transfer at Walmart must:

  • Not be expired
  • Contain a photo
  • Be a permissible ID type (see below)

The following are the permissible types of ID:

  • State-issued Driver’s License
  • State-issued ID Card
  • US Military ID Card
  • US Passport or Foreign Passport
  • Alien Resident Card
  • Matricular Consular
  • Border Crossing Card
  • Temporary Resident Card
  • Employment Authorization Card
  • Naturalization and Immigration Services ID Card
  • Crewman’s Landing Permit (Form 195A) with photo
  • Tribal ID (TI)

If the ID does not contain an address (e.g. a passport) or contains a P.O. Box, the recipient may be required to provide proof of address. The following are examples of permissible proof of address documents, which must be original and in the recipient's name:

  • Pay Stub
  • Bank Statement
  • Property or Municipal Tax Statement
  • Automobile Insurance Policy
  • Voter Identification
  • Internal Revenue Tax Forms (W-2, Form 1099, ITIN)
  • Rental/Lease Agreement
  • Bills (Utility, Cellular/Telephone, Mortgage, Credit Card, Auto Loan)
  • Printed Personal Check

What fees and limits apply to Serve Money Transfers?

Transfer Amount

Fee

Send up to $50

$4

Send $50.01 - $1,000

$8

Send $1000.01 - $2,500

$16

The Transfer and Fee Amounts are immediately deducted from your Available Balance at the time you submit the Money Transfer.

You can transfer up to $2,500 per day combined for all of your Serve Accounts. All Money Transfers picked up in Arizona are subject to a per transaction limit of $499.99.

How do I cancel a Money Transfer?

You can cancel your Money Transfer transaction at any time by accessing your transaction history online or in the Mobile App and clicking on the “Cancel” link next to the transaction.

Note: Money Transfers not picked up within 21 days will be automatically cancelled and the Transfer and Fee Amounts will be returned to your Serve Account.

Can Subaccount Users send Money Transfers?

No, only Master Accountholders can use the Money Transfer service.

What do I do if I have a question about the Serve Money Transfer Powered by Ria service?

Contact us at 1.855.431.6040.

Pay Bills

How do I use the Pay Bills feature?

If this is your first time paying a bill from your American Express Serve Account then please follow these steps to add a payee and pay your bills:

  1. Log in to your American Express Serve Account.
  2. Click Pay & Transfer and then choose Pay Bills from the drop down menu.
  3. Search for your payee:
    • You can search by the business name or by Top Payees in your local area.
      1. To search by the business name, simply click on Add Payee, enter the business you want to pay and click search.
      2. To search by top payees in your local area, scroll down the page to the section Top Payees in Your Area. Select the business you want to pay or click on the category name to display more of the top businesses in that category. Then click on the name of the business you want to pay, fill out the form and click Submit. If the business does not appear in the search results for that category, enter the name of the business in the search for a payee box.

To pay a bill you've paid before, please follow the steps below:

  1. Log in to your Account. Click Pay & Transfer at the top of the main page and select Pay Bills from the drop down menu.
  2. Simply scroll down to find the payee and click Pay.
  3. Fill out the form and click Submit.

To add a new payee, please return to the Pay Bills page and click Add Payee located at the top right corner of the page.

How do I use the Mail a Check feature?

Please follow these steps to mail a check to a payee:

  1. Log in to your American Express Serve Account.
  2. Click Pay &Transfer and then choose "Mail a Check" from the drop down menu.
  3. Click on "Select a Payee" drop down, if this is a new payee select "Add a Payee". If you have mailed a check to this payee before it will appear in the drop down list for you to select from.
  4. From here fill in the check amount. Add an optional a memo describing what the payment is for. Then select "Continue".
  5. If you selected "Add a Payee" you will see the screen where you will enter the Payee Name, Nickname (optional), Payee Address, and Payee Phone #. Once the information has been filled in, select "Save and Pay".
  6. You will then see a screen that shows detailed information about the check, and a prompt to enter your ATM PIN. You can also edit the payee address if needed. Then, to mail the check, simply enter your four digit PIN and select "Submit". You will then see the confirmation screen.
  7. If you would like to see your mail a check transaction information you can click "View Past Transactions" on any of the Write a Check screens or click "View Transactions" on the main account page.

How can I check the status of my bill payment?

After you've submitted your payment, you can check the status of your bill payment any time through the Transaction Details page. Just log into your Account, click on View Transactions, and select the bill payment transaction to view the status of your payment.

How long does it take for my payee to receive payment?

Timing depends on the type of payee. If you pay a payee from our list of pre-registered businesses ("registered payee"), it will take two business days. If the payee is not a "registered payee", where we mail them a check for you, it will normally take about five business days.

American Express Serve® offers a Pay Bills Guarantee as long as the payment is requested at least 6 days prior to the bill's due date. We will bear responsibility for late payment-related charges (up to a maximum of $50 per transaction) should a Pay Bills bill payment arrive after its due date. Additional terms apply; please see your applicable Consumer User Agreement for details.

Can I schedule bill pay reminders?

Yes, you can set up a bill pay reminder for each of your payees.

Click Pay & Transfer and then choose Pay Bills from the drop down menu, then scroll down and click Pay a Bill. If for an existing Payee, click Payee Settings, then Set Reminder under the Bill Reminder section. Then, select your reminder date and reminder frequency and click "Save".

In order to be protected by our Bill Pay Guarantee, you must pay your bill at least 6 business days before your bill is due.

Who can use the Pay Bills and Mail a Check features?

Pay Bills and Mail a Check features are available to all Serve Accountholders except for Sub Accounts. In order to use these features, the Accountholder must have activated their Card and be in good standing.

Send, Request, or Receive Money

How do I send to or request money from someone?

You can send money to or request money from anyone with an American Express Serve® Account. If you send money to or request money from someone who does not yet have an Account, then that person will receive email instructions on how to register for an Account. Once they successfully register for their Account, they can begin to send and receive money.

To send or request money, please log in to your American Express Serve Account. Click Pay & Transfer, then choose Send Money or Request Money from the drop down menu. From there, just follow the directions provided. We will notify you via email when your send or request has been accepted, cancelled or negotiated.

Add Money Through Auto Add

How do I set up one-time or recurring transactions to add money to my Account?

  1. Log in to your American Express Serve Account and click Settings on the right hand corner of the main page.
  2. Select Add Money Settings under Funding & Transfers.
  3. Select Set Up Scheduled Add, fill out the required information and hit Submit.

Please note cash advances fees for credit card loads may apply; please check with your credit card issuer for details.

Fees & Limits

Fees

You can find the fees for your specific American Express Serve Card below.

 

Limits

What are the transaction limits on my American Express Serve Card?

Transaction limits apply to a Serve Account. There are different limits that apply to Temporary Cards and Personalized Cards. In addition to the information below, you can always find the Limits Chart at www.serve.com/jacksonhewitt/. We suggest you register for a Personalized Serve Card if you are not automatically signed up during the tax appointment to enjoy the full benefits of American Express Serve.

What are the transaction limits for a Personalized Serve Card?

Once a personalized Serve Card is activated and the online Account is set up, the following limits apply to the Account, which includes any Reserve and Subaccounts. Please note that, subject to applicable law, we reserve the right to set additional limits to individual Accounts or to modify limits at our discretion.

What are the transaction limits for my Temporary Serve Card if I am approved for a Personalized Card?

After your tax refund becomes available from the IRS, it will be added onto your Temporary Card. You can then access your refund on that Temporary Card until you receive and activate your personalized Serve Card. Note that a Temporary Serve Card may only be loaded via: (1) the Direct Deposit of a federal tax refund or a state tax refund (where permitted under applicable law), up to a combined maximum of $10,000 (2) Jackson Hewitt program loads including Year End Advance or Refund Advance up to $1,000 and (3) subject to completion of the online registration process and activation of the Temporary Card, via cash reload across 45,000 CVS/pharmacy®, Family Dollar®, Walmart®, and participating 7 ELEVEN® locations, up to an additional $1,500.

Temporary Card Limits Schedule
(for those approved for a Personalized Card but using the Temporary Card)

Total Card Balance

$13,500 lifetime

Add Money: Overall Limit of $13,500 Lifetime

Program Loads

$13,500 lifetime

Tax Refund Loads1

$11,000 lifetime

Cash

$1,500 per day (and lifetime)

Spend and Withdraw Money: Overall Limit of $13,500 Lifetime

Spend Money via Card

$13,500 per month, subject to overall limit

ATM Withdrawals

$750 per day, provided, however, that from January 1 until May 1 of each year, the daily limit will increase to $3,500.

1 Limited to loading of a Federal and/or state tax refund (where permitted under applicable law).

What are the transaction limits for my Temporary Serve Card if I am not yet approved for a Personalized Card?

You can access your Jackson Hewitt program load funds on the Temporary Card. Note that this Temporary Serve Card may only be loaded via Jackson Hewitt program loads up to $1,000.

Temporary Card Limits Schedule
(for those that have not been approved for a Personalized Card)

Total Card Balance

$1,000 lifetime

Add Money: Overall Limit of $1,000 Lifetime

Program Loads1

$1,000 per day (and lifetime)

Spend and Withdraw Money: Overall Limit of $1,000 Lifetime

Spend Money via Card

$1,000 per month, subject to overall limit

ATM Withdrawals

$750 per day, subject to overall limit

1 The term "Program Loads" means certain promotions offered by Jackson Hewitt and proceeds of Jackson Hewitt partner loan products.

Card Membership Benefits and Services

ROADSIDE ASSISTANCE HOTLINE

What is Roadside Assistance Hotline?

Your car dies or blows a tire and you're stranded. Now what? With Roadside Assistance Hotline you can call us in case of emergency for reliable coordination and assistance service to help get you on your way. Third-party service costs are your responsibility. There are some vehicle exclusions and other important restrictions.1

1 Roadside Assistance Hotline is a 24-hour dispatch hotline that can send a tow operator or locksmith to assist in an emergency situation. While Roadside Assistance Hotline is available at no additional charge, the Card Member will be charged for any services or goods provided. Tow operator or locksmith can provide the following services: towing, winching, jump starts, flat tire change when Card Member has a workable spare, lockout service when key is in vehicle and delivery of up to 2 gallons of fuel. Services are available when traveling within the United States, Canada, Puerto Rico and the U.S. Virgin Islands and only when Card Member is present with the eligible vehicle. This product does not cover some vehicles, e.g. rental vehicles, motorcycles, taxicabs, unlicensed vehicles, tractors and trucks over 10,000 lbs gross vehicle weight. Other important exclusions apply. We may be unable to provide you with coordination and assistance services in case of inclement weather or on roadways which restrict access to certain service providers. Lockout service may be unavailable for vehicles with transponder keys. Subject to additional important terms, conditions and exclusions. For full Terms and Conditions, call 1-800-333-AMEX or see americanexpress.com/RAterms.

PURCHASE PROTECTION

What is Purchase Protection2?

Shop with added confidence and Purchase Protection,2 which can help protect eligible purchases made with the Card against accidental damage and theft for up to 90 days from the date of purchase. Please read important exclusions and restrictions.

2 Purchase Protection is underwritten by AMEX Assurance Company, Administrative Office, Phoenix, AZ under Policy AX0951, Policy AX0952, Policy AX0956, or Policy PP-IND. Coverage is determined by the terms, conditions, and exclusions of the Policies applicable to your Card and is subject to change with notice. This document does not supplement or replace the Policy. Shipping and handling costs for the purchase will not be refunded. Certain purchases are not covered, e.g. items lost by Card Member, consumable and perishable items, motorized vehicles and their parts or accessories, and items damaged partially or entirely by natural disaster or normal wear and tear. Other important exclusions apply. You will only be reimbursed for the amount charged to your eligible Card; coverage is limited up to USD $1,000 per occurrence; not to exceed USD $50,000 per Card Member account per calendar year. You may be required to send the purchased item to us, in which case we will reimburse you for that shipping cost. To be eligible for claim payment, your account must be in good standing on the eligible card that maintains the original charge. This product provides secondary coverage. This means it pays eligible benefits not paid by any primary insurance that you have. For full Terms and Conditions, see americanexpress.com/PPterms.

GLOBAL ASSISTANCE HOTLINE

What is Global Assist® Hotline?

When you travel more than 100 miles from home, you have 24/7 access to medical, legal, financial or other select emergency coordination and assistance services, including medical and legal referrals, assistance with passport replacement, missing luggage and more. Card Members are responsible for the costs charged by third-party service providers.3

3 While Global Assist® Hotline coordination and assistance services are offered at no additional charge from American Express, Card Members are responsible for the costs charged by third-party service providers. For full Terms and Conditions, see americanexpress.com/GAterms.

MEMBERSHIP EXPERIENCES®

What is Membership Experiences?

Enjoy access to presale tickets in certain cities when you use your American Express Serve Card.4

4 Offer valid in select cities. During the specified sales period, tickets are available exclusively to all American Express® Card Members (including Prepaid and International Cards). Tickets must be purchased with an American Express Card (including Prepaid and International Cards). Standard service charges apply. Offer is subject to availability. Not all seats are available and blackout dates apply. All sales final. No refunds. No exchanges. Offer may be changed or revoked at any time at the sole discretion of American Express. Some events may not be accessible to Card Members with disabilities.

About Amex Offers

What is Amex Offers?

Amex Offers is a program that saves you money on shopping, dining and more. You can choose offers from brands you love and receive discounts or get statement credits on your Account.

Amex Offers is available by logging into Serve.com using the American Express Serve® Mobile App1 on your iPhone® or Android device or connecting your American Express Serve® Card to a participating social channel (Facebook or Twitter). Simply select the offers you want to add to your Card, and then use your Card to pay and see the savings add up. It's easy and there's no fee for our Accountholders.

1 Data rates may apply.

How do I become eligible to participate in Amex Offers?

You must have an activated Personalized Serve Card and have set up your online account to be eligible. If you received a Temporary Card at a Jackson Hewitt tax office, please sign up for a Personalized Card if you haven't already done so.

Can I participate in Amex Offers with more than one American Express Card?

You can only add an Amex Offer to an eligible American Express Card once. If you are accessing offers through participating social channels, you can only connect one eligible American Express Card per unique Facebook or Twitter account.

When you make a qualifying purchase(s) at a merchant, you must use the same Card that you connected to the offer in order to receive the statement credit.

Can my Subaccounts participate in Amex Offers?

Your Subaccount(s) are eligible to participate in Amex Offers.

Do you share my information with any social networking websites?

No, your Card information will remain private as we do not share it with any social networking websites (Facebook or Twitter).

Adding Offers to Your Card

How do I find and add Amex Offers to my Card?

Access Amex Offers through your American Express Serve Account online, the American Express Serve Mobile App1 on your iPhone® or Android device or through participating social channels (note: you must have an account with the social channel to connect your Card):

  • Online: Log into your account online at serve.com and click on "My Offers" or "Amex Offers" under the "Plan & Manage" dropdown. Then, select the offer you want and save it to your Card. From there you can view live offers added in the past, add new offers, and see your savings history for all the offers you redeemed in the past.
  • Mobile: Login to the American Express Serve Mobile app and select "Amex Offers" from the menu. From there you can view live offers added in the past, add new offers, and see your savings history for all the offers you redeemed in the past. Don't have the American Express Serve Mobile App? Download it for free from the App Store or Google Play.
  • Facebook: First, you must connect your eligible American Express Serve Card to Facebook by visiting amex.co/facebook. Then, log into Facebook and click on the 'Amex Offers' app. Once you see an offer you are interested in, click or tap on 'Add to Card'.
  • Twitter: First, you must connect your eligible American Express Serve Card to Twitter by visiting amex.co/twitter. Then, follow us on Twitter (@americanexpress) to see our new offers or check out our Favorites tab (amex.co/faves) for the latest list. When you see an offer you like, tweet the offer hashtag and wait for a confirmation tweet from @AmexOffers.

Please note: In order to redeem an offer, you must make your purchase using the same Card on which you saved the offer. Although you need to add most offers to your Card, there are some offers that may require you to use a promo code at checkout or to follow a link to a merchant's website for redemption. Please note that some hotels, car rental companies, and cruise lines do not accept prepaid cards for charges authorized in advance, even if those cards may be used to settle the final bill. Please check to make sure prepaid cards are accepted before attempting to use your prepaid card to take advantage of offers for these merchants.

Need help connecting? Get help online for connecting your Card or contact us at 1-800-954-0559.

1 Data rates may apply.

How do I disconnect/change my connected Card from Facebook or Twitter?

You may disconnect/change your Card anytime at https://sync.americanexpress.com/unsync or by calling 1-800-954-0559. Please note that if you disconnect your Card from Amex Offers on Twitter, you will be disconnected from the offers program.

Get started now.

Currently there are no cash reload locations in the US Virgin Islands.

The American Express Serve® family of reloadable prepaid Accounts are available to U.S. residents who are over 18 years old only (or 19 in certain states) and for use virtually anywhere American Express® Cards are accepted worldwide, subject to verification. Fees apply. Other eligibility and restrictions apply. For complete details please visit serve.com/jacksonhewitt/legal to view the applicable Consumer User Agreement for each Serve reloadable prepaid Account.

American Express Serve Service and Card are provided and issued by American Express Travel Related Services Company, Inc., 200 Vesey Street, New York, N.Y. 10285. American Express Travel Related Services Company, Inc. is licensed to engage in the transmission of money on behalf of the public. Click here for information about addressing complaints regarding our money services business, lists of our money services business licenses and other disclosures.

All users of our online services subject to the Privacy Statement and agree to be bound by Terms of Service.

© 2016 American Express Travel Related Services Company, Inc.  All rights reserved.