How can we help you?

Why was my customer declined for the Green Dot card?


Customers are declined when Green Dot can't verify their identity based on the information your client provided. An email notification will be sent to taxpayers that have been declined for the Green Dot card if an email address was provided.


Federal law requires that Green Dot verifies the identity of all of their customers. This is done by collecting name, date of birth, address and Social Security number, and then verifying that information through third parties. 


When that information can't be verified, it may be because:

  • The information wasn't entered correctly (e.g., the name or address was misspelled)
  • The address provided was a PO Box or prison address
  • The information provided doesn't match (e.g., the Social Security number doesn't match the name, or DOB, or a person submits their married name before officially changing it)
  • The information isn't yet part of the public record (e.g., if someone was very recently issued a Social Security number)
  • The individual has exceeded the maximum number of open and active Green Dot cards tied to their Social Security number
  • The information is earmarked in our system such that we will not issue a card (e.g., due to previously suspect activity)

If you contact Green Dot on behalf of a customer, but the customer is not present to grant permission, the Green Dot agent will not provide any account information.

Was this article helpful?
4 out of 9 found this helpful
Have more questions? Submit a request