ADDITIONAL FAQs

1.How do I activate my card?

Your ShipMoney card will be automatically activated the first time a deposit is made.

2.Where can I use my ShipMoney card?

Your card can be used worldwide at millions of stores, restaurants, and online merchants that accept VISA. You can also withdraw cash from any ATM that displays the VISA logo.

3.How do I get cash from my card?

You can withdraw money at ATMs that display the VISA logo. When prompted, select "Checking" or "Current Account." You can also send yourself MoneyGram or Western Union transfers to cash out.

4.What is my Customer ID?

Your Customer ID is the ten digit number printed on the back of your card. It is a unique identifier and is used for various ShipMoney functions and when contacting customer service.

5.What happens if I leave my job?

You can continue to use your card until the available funds have been spent.

6.How do I check my balance?

You can check your balance online at ShipMoney.com or from the mobile APP or at any ATM that displays the Visa logo. Also, the balance of your card will be sent to your phone or email after you make a transaction or a deposit is made.

7.How does the currency conversion work?

The balance of your ShipMoney card is maintained in either US Dollars or Euros. If you use your card to withdraw money in local currency or use your card for purchases at stores and shops, Visa converts the funds electronically and settles with the store or shop in local currency. Please note that foreign currency exchange rates change every day.

8.What if I need to dispute a transaction?

If there is a transaction that you do not recognize or cannot resolve with a merchant directly, please contact Customer Service for assistance. There is a step by step procedure that you will need to follow to dispute a charge.

9.Does my card expire?

Yes. The month and year of the expiration date is printed on the front of your card. If you are still employed or have funds on your card, you will be offered a new card or alternative solution.

10.Can I take my card into a bank to get cash?

Yes, but some banks charge additional fees for over-the-counter withdrawals. Compare costs before withdrawing.

11.Can I shop online with my ShipMoney card?

Yes. Your card can be used for online purchases. Some merchants require Verified by VISA, which sends a one-time security code via email or text for extra protection.

12.What are the transaction limits for my ShipMoney card?

Transaction limits may vary depending on your employer’s program. To check your specific limits, log into the ShipMoney app or refer to your fee schedule and account details.

13.Are there any restrictions on where I can send money?

Yes, some countries and banks may be restricted due to sanctions or compliance regulations.

14.Why was my card declined or not working?

Your card might be declined due to incorrect PIN entries, blocked transactions, or flagged suspicious activity. Please contact ShipMoney Support to resolve the issue quickly.

15.What should I do if my card is damaged, missing, or about to expire?

If your card is damaged or close to expiring, contact Customer Support to request a replacement. If your card is lost or stolen, log in to your account and freeze your card immediately, then contact support for assistance

16.What should I do if I have a problem using MoneyGram or Western Union?

If you're having issues with a MoneyGram or Western Union transfer, double-check the information you entered. If the problem continues, contact ShipMoney Support for assistance.

17.How do I get a ShipMoney Account?

ShipMoney accounts are typically set up through your employer. If your employer uses ShipMoney, request them to register you.

18.How do I enroll in the ShipMoney app and activate my ShipMoney card?

Once registered by your employer, you'll receive an email invitation with instructions to set up your account. To enroll, follow the link, verify your details, and create a password to access your account.

Your ShipMoney card is automatically activated upon the first load.

19.How do I log in to my ShipMoney Account?

Log in at ShipMoney.com using your registered username and password. For additional security, the chosen security questions are asked for logins from a new device.

20.What if I can't log in to my ShipMoney Account?

Ensure you're entering the correct username and password.

  • If you've forgotten your password, use the "Forgot password" option.
  • If you've forgotten your username, use the "Forgot username" option.
  • For further assistance, open a support ticket through the ShipMoney app or website, or contact ShipMoney support at +1 513 354 8931.

    • 21.Can my family get a ShipMoney card?

    Your ShipMoney account is personal to you. However, some employers may allow companion cards for family members, which can be linked to your account for easier fund transfers. Check with your employer to see if this option is available.

    22.How do I check my balance?

    You can check your balance:

    1. Online at ShipMoney.com

    2. In the ShipMoney mobile app

    3. At any VISA ATM (fees may apply)

    You’ll also receive balance updates via text or email after transactions or deposits.

    23.What is my Customer ID?

    Your Customer ID is the 10-digit number printed on the back of your card. You’ll need it for certain ShipMoney functions and when contacting customer service.

    24.What happens if I enter the wrong PIN too many times?

    If your PIN is entered incorrectly multiple times, your card may be temporarily locked. Contact ShipMoney Support to reset your PIN and unlock your card if needed.

    25.What happens if I leave my job?

    You can continue using your card until the available funds are spent.

    26.If I change companies, can my new employer load funds onto my ShipMoney card?

    No. Only the employer that originally issued the card can deposit funds. If you change employers, you may need a new ShipMoney card.

    27.Does my card expire?

    Yes. The expiration date is printed on your card. If you still have funds or are actively employed, you will receive a new card or an alternative solution.

    28.What if I need a new card while I am not onboard?

    If you need a replacement card while off the vessel, you can request a Virtual Card through customer support. If a physical card is needed, contact your employer or ShipMoney support to discuss delivery options.

    29.How does currency conversion work?

    Your ShipMoney card balance is in USD or Euros. When withdrawing money in a different currency or making a purchase, VISA automatically converts the amount at the current exchange rate.

    30.Are ShipMoney accounts multi-currency?

    No, ShipMoney accounts are typically maintained in a primary currency (USD or EUR). Currency conversion occurs during transactions involving different currencies.

    31.How much does it cost to convert money between currencies?

    Exchange rates include a foreign exchange fee, and rates refresh frequently.

    32.If I need cash in local currency, can I obtain it using my ShipMoney card?

    Yes, you can withdraw local currency at ATMs displaying the VISA logo. Be aware that currency conversion rates and ATM fees may apply.

    33.What happens if I choose the wrong currency at an ATM?

    Always choose to be charged in the local currency of the country you're in. If you select your card’s currency (like USD), you may be charged high exchange rates through Dynamic Currency Conversion (DCC).

    34.Are there fees for ATM withdrawals?

    Fees may apply for ATM withdrawals. Check your fee schedule in the ShipMoney app or terms and conditions for details. Additionally, local banks may impose their own fees, which vary by location.

    35.Can I use biometrics (fingerprint or face recognition) to log in?

    Yes. Biometric login is supported by the ShipMoney app. You can enable it in your settings after your first login to make access easier and more secure.

    36.What if I need to dispute a transaction or report unauthorized activity?

    If you see a charge you don’t recognize, try to resolve it with the merchant first. If needed, contact ShipMoney Customer Service for assistance. A step-by-step dispute process is available.

    If you suspect fraud or unauthorized activity on your account:

  • Log in immediately and freeze your card
  • Contact Customer Support to report the issue
  • Our team will investigate and assist you with the next steps

    • 37.How do I change my card PIN? What happens if I forget my PIN? How do I reset it?

    To change/ reset your PIN, log into your ShipMoney account, navigate to card settings, and follow the instructions. Alternatively, you can change your PIN at any ATM that supports this feature. If you need further assistance, contact customer support.

    38.What if my card is lost or stolen?

    Immediately log into your account and freeze your card. If you can’t access your account, call Customer Service at +1 513 354 8931. If onboard, contact your Crew Purser or Admin for a replacement. If off the vessel, customer service will issue a replacement Virtual Card.

    39.How secure is ShipMoney ?

    ShipMoney is part of the Visa network, meaning your account benefits from Visa’s security protections, including chargeback rights in case of unauthorized transactions.

    To keep your account safe, ShipMoney uses:

  • Robust fraud monitoring to detect and prevent suspicious activity.
  • Advanced encryption to protect your personal and financial information.
  • Strong password controls to ensure secure account access.
  • Biometric authentication (fingerprint/face recognition) for added security.
  • One-Time Passwords (OTP) for verification during transactions.
  • Secure device recognition, so only trusted devices can access your account.

    • These layers of security help ensure safe and reliable transactions for all ShipMoney users.

    40.Why do I have to retrieve and enter a security code?

    ShipMoney uses this security feature to protect your account from fraud and ensure safe transactions.

    41.Are there tax implications for storing money in my ShipMoney account?

    Tax obligations vary based on your country of residence and individual circumstances. It's advisable to consult a tax professional to understand any potential tax liabilities.

    42.Will sanctions or regulatory changes affect access to my ShipMoney account?

    ShipMoney complies with all applicable laws and regulations. In case of sanctions or regulatory changes, your access may be affected. For specific concerns, contact customer support.

    43.How can I keep my ShipMoney account and card secure?

  • Keep your card in a secure place to prevent loss or theft.
  • Never share your PIN, password, or account details—not even with family or friends.
  • If your card is lost or stolen, freeze it immediately via the app and contact customer support.
  • Avoid using shared or public computers to access your account.
  • Always log off when finished using the ShipMoney website or app.

    • Additional Help

    Who can I contact for support?

    Payroll Questions: Contact your vessel’s payroll executive.

    Technical Support: Visit ShipMoney.com or the ShipMoney app and go to “Online Help” > “Contact Us.”

    Phone Support: Call +1 513 354 8931.