Western Kentucky University

WKU Debit Card - Frequently Asked Questions

Frequently Asked Questions:

I have forgotten my PIN number.  What do I need to do?

I have forgotten my password.  What do I need to do?

Can I just get a paper check?

I have the paper check option, but I have not received my check.  I think it went to my old address. What do I do?

My wallet was stolen.  How can I get a new card and have a hold placed on the current one?

I got an email saying I am getting a refund.  I never got a card, so what do I need to do?

I chose to have the money direct deposited, but I don’t know where the form is to fax to Higher One.  What do I need to do?

Do I have to have the card, even if I just want direct deposit?  I don’t want to pay for a card if I’m not going to use it.

How can I get the money on my debit card put into my bank account?

How can my parents put money into my OneAccount?

Why do my parents have to confirm their bank account?

How do I get cash off my card without a fee?

The Higher One ATM kept my card.  What should I do?

I just received my refund and online it shows I have a balance. However, when I try to withdraw money, it says I don’t have sufficient funds, even though I should.  What do I need to do?

I received an email stating that I needed to verify my identity.  What does this mean?

I lost my card, but can I still pay my phone bill online?

Can I get checks for my OneAccount?

How can I deposit money into my OneAccount?

What about the Easy Deposit?

What should I do with the original paper check I scan?

What type of equipment is needed to scan my check?

Why is my paycheck not deposited into my ACH account on payday?

How do I find out what account and routing numbers I entered?

What happens if my money was deposited into the wrong account at my bank?

What happens to my money if it isn’t deposited into my account on payday and the bank doesn’t think it was deposited into the wrong account?

Can my refund preference and payroll preference be set up to go into two different bank accounts?

Why does the WKU Debit Card have the MasterCard Debit logo on it?

Where are the Higher One ATMs located on campus?

What is the Higher One communication box and where is it located?

I am an international student and I have not received a card.

I am a staff member (or faculty) and I received a WKU Debit Card. Do I need to activate the card?

What if I change my address?

What if I have not received my WKU Debit Card? How do I order a replacement card? 

What if I have additional questions?

 

I have forgotten my PIN number. What do I need to do?

The student will need to log on and go to Password/PIN under the profile menu. They will need their card number and must be able to provide some personal information. Then the student will be able to choose a new PIN.

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I have forgotten my password. What do I need to do?

The student will need to click on “reset password” on the website. They will be prompted to enter their card #, security code, DOB, SSN, and ZIP.

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Can I just get a paper check?

There is no longer a paper check option. To receive your refund in a timely manner, you will need to activate your debit card and choose a refund preference. You may choose to have the funds put on the debit card or you may choose to have a direct deposit option into a bank account of your choice. After 6-8 weeks, if you still have not chosen a preference, Higher One will issue a paper check to the address they have on file for you.

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I have the paper check option, but I have not received my check. I think it went to my old address. What do I do?

Since you have an active account with Higher One, it is important that you keep your address updated in the system. Since your check has already been mailed to the wrong address, you will need to contact Higher One at 1-866-663-2228 to inform them of the error and have your address updated with them.

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My wallet was stolen. How can I get a new card and have a hold placed on the current one?

We can order a replacement card for you here in our office. Once the new card is ordered, the old one is no longer active. The new card will arrive in 5-10 business days and Higher One does charge up to a $20 fee for replacing a lost/stolen card, which is added to your WKU account.

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I got an email saying I am getting a refund. I never got a card, so what do I need to do?

We can order a new card for you here in our office. It will arrive in 5-10 business days in a bright green envelope, so have anyone at that address aware it is being shipped. Higher One does charge a $10 fee for a replacement card for an inactive account, which will be added to your WKU account. Once you receive the card, go to wkudebitcard.com and activate your account. Then you will need to choose your refund preference. You may choose to have the refund placed on the debit card, or you may choose to have it direct deposited into your bank account.

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I chose to have the money direct deposited, but I don’t know where the form is to fax to Higher One.  What do I need to do?

You will need to go back to the website and choose your refund preference again. When you do this, you will then need to print out the ACH transfer form provided.  Once you fill out the form with your correct bank account information, you will then fax it to Higher One at the number provided on the form.

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Do I have to have the card, even if I just want direct deposit?  I don’t want to pay for a card if I’m not going to use it.

You will need to have the card, as it is the key for selecting a refund preference. (Higher One does send a complimentary card when students register for classes.)  When you go to the student website it will ask for you to enter your card number. This will activate your account, not your card. Once your account is activated, you are able to then choose a refund preference.  You will still need to hold onto the card, even if it is not your preference for a couple of reasons.  One, you may want to change your preference in the future to the OneAccount. Two, you will want to keep it for security purposes and for speaking with Higher One.

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How can I get the money on my debit card put into my bank account?

You can set up a wire transfer, which has a $25 fee, or you can go to Transfers/Payments and Online Bill Pay and choose to have a one-time check issued to you for the amount available in your account.  A third option would be to withdraw cash from the ATM and deposit the money into your account.

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How can my parents put money into my OneAccount?

They will need to access the wkudebitcard.com website. Once they are at the home page, they will need to select the “Friends and Family” tab. There is a demo online that will walk them through the process and answer any questions. They will first need to select the “Sign up and Send Money” tab and be able to provide the student email address and their bank account information. Higher One will then send a small deposit of less than $1 into that bank account and withdraw the funds. This is to verify the account. The parent will need to access their bank statement for this “code” to enter on the website as confirmation under the “Confirm It” link.

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Why do my parents have to confirm their bank account?

It is a necessary security measure to ensure funds are transferred to the intended OneAccount holder. It determines ownership of the email and bank accounts.

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How do I get cash off my card without a fee?

You can visit any of the Higher One ATMs on campus, which will not charge a fee. There is one on the 3rd floor of DUC across from the bookstore, as well as one on the 4th floor of Cravens. If you choose to use a non-Higher One ATM, you will be charged a $2 fee from Higher One, plus any fees that machine charges.

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The Higher One ATM kept my card.  What should I do?

You will need to contact Higher One at 1-866-730-4695 or 1-866-663-2228.

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I just received my refund and online it shows I have a balance.  However, when I try to withdraw money, it says I don’t have sufficient funds, even though I should.  What do I need to do?

You will need to contact Higher One at 1-866-730-4695 or 1-866-663-2228.

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I received an email stating that I needed to verify my identity. What does this mean?

Higher One needs a government issued photo id faxed to them to verify your identity. This is required when Higher One is unable to locate sufficient credit history for the student. We can make a copy of your current license here in our office, then fax it to Higher One along with the required information on the CIP form. If the form is faxed by 2pm Eastern Time, it will most likely be taken care of the same day. (If the student is calling and wants to know where the CIP fax form is located online, it is on the main page of wkudebitcard.com at the very bottom under “Identity Verification.”)

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I lost my card, but can I still pay my phone bill online?

Yes, you can use a personal check from your OneAccount.

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Can I get checks for my OneAccount?

Yes, you can order checks online and have them delivered to your address.  Under the “Customer Service” tab, select “Order Checks.”

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How can I deposit money into my OneAccount?

You can deposit money by printing off a Higher One deposit slip online.  You can send it in yourself or place it in the Higher One drop box on the 2nd floor of Potter Hall.  You can also transfer money from another account, which is done by setting up a funding account through the “Profile” tab (which is from one of your accounts), or a family member or friend can do so from the “Friends and Family” tab.

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What about the Easy Deposit?

All personal and business checks can be processed through the Easy Deposit.  You can submit electronic deposits 24/7 including holidays and weekends. Funds will not be immediately available, but will be processed similarly to paper check deposits throughout the day.

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What should I do with the original paper check I scan?

Original checks should be kept until credited to your account.

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What type of equipment is needed to scan my check?

A PC with the current version of Windows XP, Windows Vista, or Windows 7, along with a compatible desktop scanner and high speed Internet connection. You will also need to have the One Account or One Account Flex.

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Why is my paycheck not deposited into my ACH account on payday?

It is possible that you filled out your ACH form incorrectly. It is important that you double check your account and routing numbers before faxing the form to Higher One.

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How do I find out what account and routing numbers I entered?

You will need to contact Higher One. They will be able to put in a request for this information. You will be notified by email when the information is available online. Once you receive the email, you may locate the account and routing numbers you entered by accessing Easy Help on the website.

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What happens if my money was deposited into the wrong account at my bank?

After 5 business days, Higher One can provide you with the tracking number to your ACH file. This way, you can provide your bank with this information. If they are able to locate the funds in the wrong account, it will be between the student and the bank to work out the correction. The student will also need to fill out a new ACH form and fax it into Higher One to prevent any issues with the next payroll.

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What happens to my money if it isn’t deposited into my account on payday and the bank doesn’t think it was deposited into the wrong account?

After 5 business days the money will be returned to Higher One if it is not deposited by the bank. Once it is returned to Higher One, the student’s preference will be reset and an email will be sent prompting the student to choose a payroll preference. The student will then need to fill out a new ACH form and fax it to Higher One with the correct account and routing numbers. This way Higher One will know where to send the funds for future payrolls.

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Can my refund preference and payroll preference be set up to go into two different bank accounts?

Unfortunately, this is not possible at this time. You may choose to have one preference set up to the One Account (card) and the other to an ACH bank account, but not 2 different bank accounts.

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Why does the WKU Debit Card have the MasterCard Debit logo on it?

If you choose to open the OneAccount, then the WKU Debit Card is the card you use to access your funds.  With the MasterCard Debit logo on it, you can use the card wherever MasterCard Debit is accepted.  The card is NOT a credit card.  It is a DEBIT card. To learn how to use your WKU Debit Card for free, visit the Higher One website for additional information.

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Where are the Higher One ATMs located on campus?

Higher One ATMs can be found at the following locations:

4th Floor Entrance to Cravens Library

Ground Floor of Downing Student Union by the elevators

South Campus near the Food Court

Glasgow Campus outside the bookstore

You can use these ATMs to withdraw cash and/or view the available balance on your OneAccount.  There is no fee when using your OneCard and the daily cash limit is $500.

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What is the Higher One communication box and where is it located?

The Higher One communication box is a secure drop box you can use to mail deposits and other correspondence to Higher One. This information is mailed to Higher One via UPS overnight delivery.  The Higher One communication box can be found at the following locations:

Main Campus - Potter Hall - 2nd floor lobby

Glasgow Campus - near the bookstore entrance

South Campus - near the food court

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I am an international student and I have not received a card.

The WKU Debit Card cannot be mailed to an address outside the U.S. If you do not have a local address on file and have not received your card, please contact the WKU Debit Card Office at 270-745-5551.

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I am a staff member (or faculty) and I received a WKU Debit Card. Do I need to activate the card?

Yes. Faculty and staff registered for a credit course will receive a card in the event they receive a reimbursement in their role as a student.

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What if I change my address?

After you receive your WKU Debit Card and select a preference, any subsequent address change will need to be made both at WKU and at Higher One. Address changes can be made by logging into Topnet, Selecting Personal Information, and updating address and phone information. Allow two business days for the updated address to appear in TopNet. Changes to your WKU Debit Card can be made by logging into the Higher One website. Go to the Profile tab and then select Address & Phone.

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What if I have not received my WKU Debit Card? How do I order a replacement card?

You may visit the Higher One website and use the “Where’s my Card” feature to track your card delivery. The WKU Debit Card is mailed to the current address on file with the university. Please contact the WKU Debit Card Office if your initial card is sent to the wrong address. Active cardholders can order a replacement card by logging into their account profile. Under the “Profile” tab, select “Card Status” and then follow the prompts to order your new card. A replacement card fee of $20 will be assessed and added to your account with the Billings and Receivables Office. Active cardholders may also contact the WKU Debit Card Office at 270-745-5551 or Higher One Customer Service at 1-877-663-5959.

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What if I have additional questions?

Answers to other questions will be addressed through email at wkudebitcard.questions@wku.edu. Questions can also be addressed by phone at 270-745-5551.

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 Last Modified 8/28/13