First Horizon Bank PayCard FAQs

I have a Capital Bank or First Tennessee Paycard. How do I access my web portal?

Current Capital Bank Paycard cardholders may access their web portal by clicking here.

Current First Tennessee Paycard cardholders may access their web portal by clicking here.

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I have had problems with credit in the past. Will this prevent me from opening a First Horizon Bank PayCard account?

Credit history will not prevent you from opening a First Horizon Bank PayCard. No credit checks and no prior banking relationships are required. We only require a valid name, address, date of birth, phone number and Social Security number or taxpayer ID to open the account.

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How do I activate my card when I receive it?

Activate your PayCard online at www.firsthorizon.com/paycard or by calling the automated phone system toll-free at 855-477-1136. You must call from the phone number provided on your profile during setup.

In both cases, you will need to provide the three-digit CVV2 code on the back of the card as well as the last four digits of your Social Security number or taxpayer ID. You will also be prompted to select a four-digit Personal Identification Number (PIN).

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Where can I use my PayCard?

The First Horizon Bank PayCard can be used to make purchases and pay bills wherever Visa® debit cards are accepted. Some merchants will allow you to receive cash back with your purchase when your PIN is used.

You also have access to withdraw cash from any ATM or bank teller that accepts Visa. Cash withdrawals at First Horizon Bank ATMs are free of charge. If you use another bank’s ATM, a $2 fee will be charged to your account by First Horizon Bank, in addition to the fee the ATM owner may deduct at the time of withdrawal.

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Is the First Horizon Bank PayCard a credit card?

No. The First Horizon Bank PayCard is a Visa-branded reloadable prepaid debit card. All transactions are deducted from your account balance immediately when the transaction is processed.

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May I change my PIN (Personal Identification Number)?

Yes. You may call Customer Service toll-free at 855-477-1136 or log in to your profile online at www.firsthorizon.com/paycard to change your PIN. The automated option requires you to enter the PIN you set up during card activation. The change is effective immediately.

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What number should I call if I have questions?

You may call our toll-free Customer Service number at 855-477-1136 to speak with a representative or access automated information 24 hours a day, seven days a week. Balance inquiries, lost or stolen cards, address changes, and general inquiries are all handled through this toll-free number.

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What should I do if I cannot remember my PIN?

Contact Customer Service toll-free at 1-855-477-1136 to have another PIN mailed to you. For security reasons, our representatives do not have access to the PIN currently assigned to the card.

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Are there any fees for using the card?

The First Horizon Bank PayCard offers many services and benefits free of charge; however, some activities may incur a fee.

Services and Benefits

  • No monthly service charge
  • No load fees
  • Unlimited number of withdrawals (up to a maximum of $600 per day) at any First Horizon Bank ATM free of charge Fees
  • PayCard holders will not be charged $2 by First Horizon Bank for one withdrawal per month from a non-First Horizon Bank ATM. Additional withdrawals from non-First Horizon Bank ATMs will be subject to First Horizon Bank’s $2 fee. The ATM’s owner may also deduct a fee at the time of withdrawal.
    • You can avoid these fees by requesting cash back when you use your card and PIN at merchant locations that accept Visa.
    • You can also avoid withdrawal fees by requesting a cash advance at a Visa member bank.
  • The PayCard replacement fee is $5 with an additional $25 fee if express delivery is requested.
  • A 1% International Service Assessment fee applies to customers for all international transactions.
  • If your PayCard account has no activity for 12 months, a dormancy fee of $5/month is assessed for every month the card is not used.

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Can overdrafts occur on my account? How?

Yes. It is possible for overdrafts to occur. If a merchant is offline, a transaction may be processed without an authorization. Timing issues between authorizations and transactions posting to your account may also result in a negative balance. It is very important to keep track of all expenses to avoid overdrafts.

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How will I know my current balance? How will I know when funds have been added to my account?

Contact your payroll department to verify your pay was directly deposited to your account. Funds should be available by 8 AM CT on the effective date of the ACH direct deposit. For more information on your account, you can visit www.firsthorizon.com/paycard or call Customer Service toll-free at 855-477-1136.

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Does my employer know how I spend my money?

No. The only information provided to your employer is the account number and routing number used to set up direct deposit. Only you will be able to see your balance and transaction activity occurring on your account.

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Can anyone else be added to this account?

Yes. You may designate up to one additional authorized user on your PayCard by contacting your employer or by calling Customer Service toll-free at 855-477-1136. The card will be mailed to you with the user’s name embossed on the card. The additional authorized user will have access to all available funds on the PayCard.

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How many debit cards can be issued on this account?

A total of two cards can be issued on your account – one for yourself plus one additional authorized user.

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Are checks allowed on this account?

No, the PayCard account does not offer check-writing capabilities.

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What if I leave my employer and have a remaining balance left on the card? How can I access the remaining funds?

You may continue to use your First Horizon Bank PayCard for purchases and cash advances as long as funds are available. The PayCard is portable and any employer offering direct deposit can remit funds into the account.

If your new employer does not offer direct deposit, and you choose to close the account, you may withdraw the remaining balance at an ATM or Visa member bank. Or, you may contact Customer Service toll-free at 855-477-1136 to request to close the account and receive a check for the remaining balance.

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What should I do if I don’t recognize a merchant or transaction amount appearing on my account?

In case of errors or questions about electronic transactions on your PayCard, submit a completed dispute form as soon as you can. You may obtain a copy of the dispute form by logging in to the Visa Prepaid website at www.firsthorizon.com/paycard or by calling Customer Service toll-free at 855-477-1136.

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I received my PayCard and my name is incorrect. What should I do?

No, your PayCard account does not allow money transfers.

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What number do I call if I have any problems with the card?

Please contact Customer Service toll-free at 855-477-1136 to request an updated card. Your current card is still valid and may be used until you receive your new card. Once your new card is activated, you may destroy the old card.

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What if my address is incorrect or I need to change my address?

Please sign in at www.firsthorizon.com/paycard and click Profile to update your address information.

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What happens if my PayCard is lost or stolen?

The First Horizon Bank PayCard account is FDIC insured. As soon as you are aware your card is missing, be sure to report it lost or stolen by contacting Customer Service toll-free at 855-477-1136. If you are unable to contact Customer Service, you may temporarily suspend your card by logging in to http://www.firsthorizon.com/paycard. For security reasons, never write your PIN on the back of the card or store it in your wallet.

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I have an instant issue card. Will I get a card with my name on it?

Yes. The instant issue card is provided to allow you on-the-spot access to your wages. Once your PayCard account has been activated and successfully loaded twice, a PayCard personalized with your name will be mailed to the address listed on your profile.

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Where can I use my new chip card?

Chip technology is already used in 130 countries around the world. Many merchants across the U.S. are beginning to accept chip card transactions, and this acceptance will continue to grow in the next few years. Your chip card is equipped with a magnetic stripe so it can be accepted by merchants who haven’t updated their terminals. You can also use your chip card for payment over the phone or online just as you always have.

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Does First Horizon Bank charge any additional fees for using the chip card?

No, First Horizon Bank does not charge any additional fees for the new chip technology.

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What if my chip card doesn’t work when I insert it into the chip terminal?

Some merchants may have chip terminals that are not yet activated to accept chip cards. At terminals that are not chip-enabled, you can complete a transaction by swiping your card as you do today. Additional information regarding chip cards can be found at www.firsthorizon.com/chipcard.

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