Frequently Asked Questions

What is MESH? 


MESH is a new kind of payment platform. Founded by former Law Enforcement Officers and U.S. Veterans with the goals of fraud prevention and security at its core. We partner with local banks to move transactions, both face to face and ecommerce, within the regulated security of our banking partners. Merchants can trust that the customer identity has been verified and they are not accepting a transaction from a synthetic ID and our customer’s payment information is never disclosed to our merchants. 


How does MESH keep my ID safe? 


Compliance. Plain and simple. Banks have regulatory requirements that ensure that every customer has verified their identity, once completed, your ID is no longer needed for a transaction. You are part of the MESH network and can safely make purchases with merchants that are also verified and part of the network. 


Why do you need to verify my identity? 


The Financial Crimes Enforcement Network (FinCEN) requires that all banking customers first verify their identity, and it must be cross checked against federal watchlists to ensure that no funding of terrorism or money laundering is taking place.  Banks are required to have a program in place called a Consumer Information Policy that ensures these checks are taking place. If you are unable to complete your registration due to an error message, we do not retain your personally identifiable information. 


What is a reload pack? 


You have likely seen Reloadit, MoneyPak, and other branded reload packs in grocery stores, convenience stores, and big box stores. Reload packs have been around for quite a while. Here is a link to the Consumer Financial Protection Bureau FAQ. If you have ever registered a prepaid card by verifying your identity, rather than disposing of the card and buying a new one every time it’s empty, you can buy a reload pack and activate it to replenish funds in your account.  


How do I add funds to my account? 


You can purchase a reload pack at any participating MESH merchant. When activated, the reload pack will be added to your MESH account, less any transaction or issuance fees. Click here for a video demonstration. 


What if I lost my load pack receipt/activation code? 


When you purchase a MESH reload pack, unlike all other reload packs sold today, it is permanently associated with your account. So, if you lose the activation code, simply contact customer support and we can resend it to you.  


What merchants are using MESH? 


There are about five thousand merchants currently selling MESH load packs or accepting MESH as a payment method. You can purchase a load pack or use your MESH account anywhere you see the MESH Merchant signs or logos. 


Do you sell my personal information? 


We never sell or share your personal information with any third party that is not part of our network, such as a partner bank or processing entity. We will never send you emails or texts for marketing purposes unless you have opted to receive them, and you can opt out at any time. 


Do I have to repeat the registration process every time I want to use my MESH balance? 


Registration is a one-time process. Once completed you can login to your account and purchase a load pack at any time. 


What is Two Factor Authentication? 


Two-factor authentication is an extra layer of security for your account, designed to ensure that you're the only person who can access your account, even if someone knows your password.  


What if I bought a MESH load pack, but want my money back? 


If you request a refund of an un-activated load pack within 90 days of purchase, then upon request, the retail outlet where the load pack was purchased can initiate a refund to your original payment method. The retailer and their support contact information will be notated on both your statement, if a card was used for the purchase, and the receipt that was emailed to the email address associated with your account. If you would like a refund of the balance of your MESH account, we can initiate an electronic payment (ACH) to the bank account of your choice once we receive the proper authorization document. 


Can I transfer money to my friend that also has a MESH account? 


MESH is not a money transmission network. The platform is designed to bring together merchants and customers in a safe and secure environment to complete a purchase. 


Does MESH have access to my credit card now? 


One of the purpose-built features of MESH is that when entering your card or account information to complete a load pack purchase, the information is encrypted directly with the payment processors. Neither the MESH network, any merchant that accepts a MESH customer, nor any retailer selling a MESH load pack ever has access to your full card information. 


What do I see on my receipts and statement? 


Anytime you interact with the MESH network, you will receive an email notification of the action. When you purchase a load pack you will receive a receipt with the retailer information and support contact. The receipt will also show how the transaction will appear on your card or account statement. If a load pack you’ve purchased is activated, you will receive a notification of the activation. When you complete a purchase at a merchant that accepts MESH you will also receive a receipt showing the amount, name, and contact information for the merchant. 


How do I contact someone about an error message? 


For most error messages you will need to contact support@mymesh.money or call at 1-877-7MYMESH (877-769-7634). If the error is associated with an un-activated load pack, then we can guide you to the retailer where you completed your purchase. 


What are the fees? 


All fees are disclosed prior to purchasing a load pack and listed on your receipt. The issuance and transaction fees will vary depending on the amount of the load pack being purchased. 

I am having trouble creating a password. 


The instructions for the acceptable password format are just below the password fields on both mobile and desktop devices. If you are missing a component of an acceptable password a red box will pop up and disclose what character type you are missing.  In the password fields there is also a grey “eye” with a line through it, by clicking on the eye it will turn blue and you will be able to see what you are typing. This can be especially useful on mobile devices with smaller keyboard formats. 


EXAMPLE ONLY DO NOT USE: BigRedDog2@ 


Password must be a minimum of 8 characters. 


Why am I getting an error message? 


- ID not located 


- Address not located 


- Date of Birth does not match 


- Single address on file 


- Warm address alert 


We use a third-party banking identity verification vendor that has access to millions of identities, but we cannot always locate an ID electronically. When this happens, you will need to contact our support team to provide documentation to verify your identity that is acceptable to our partner banks. 


COPPA Alert 


The Child Online Privacy Protection Act went into effect in April of 2000. To qualify for a MESH account, you must be at minimum 18 years of age. If you are receiving this error, then there is likely a mistake in the year on the date of birth entry field. 


PA DOB 


This error can be encountered if your name matches a name on the Office of Foreign Asset Control list, Specially Designated Nationals list, or another list that we are mandated to cross check during your identity verification process by the Patriot Act. 

Why am I getting an error message? 


- ID not located 


- Address not located 


- Date of Birth does not match 


- Single address on file 


- Warm address alert 


We use a third-party banking identity verification vendor that has access to millions of identities, but we cannot always locate an ID electronically. When this happens, you will need to contact our support team to provide documentation to verify your identity that is acceptable to our partner banks. 


COPPA Alert 


The Child Online Privacy Protection Act went into effect in April of 2000. To qualify for a MESH account, you must be at minimum 18 years of age. If you are receiving this error, then there is likely a mistake in the year on the date of birth entry field. 


PA DOB 


This error can be encountered if your name matches a name on the Office of Foreign Asset Control list, Specially Designated Nationals list, or another list that we are mandated to cross check during your identity verification process by the Patriot Act. 

Error sending two factor authentication: Invalid email or password 


This error is generally caused by one of three issues: there is no MESH account that exists associated with the username entered, there is a typo in the username entered, there is a typo in the password entered. 


Account already exists 


This is caused by attempting to register for a new account when there is already a MESH account associated with your identity. 


I’m not receiving the 2 Factor Authentication code. 


If you do not receive the two-factor code, then try the following: 


Some phone security apps block text messages and phone calls from annoying unknown callers. A security app might prevent your phone from receiving the verification code. Try disabling any third-party security apps on your phone, and then request that another verification code be sent. 


Make sure your phone calls and text messages are getting through to your mobile device. Have a friend call you and send you a text message to make sure you receive both. If you don't receive the call or text, first check to make sure your mobile device is turned on. If your device is turned on, but you're still not receiving the call or text, there's probably a problem with your network. You'll need to talk to your provider. 


Sometimes your device just needs a refresh. When you restart your device, all background processes and services are ended. The restart also shuts down the core components of your device. Any service or component is refreshed when you restart your device. 


If a text message with a verification code was sent to your phone, make sure your service plan and mobile device supports text message delivery. Delivery speed and availability may vary by location and service provider. 

I have a transaction on my statement that I don’t recognize. 


If the transaction is associated with the purchase of a MESH load pack, there will be a contact number of the retailer on the statement. Please call the number to verify the transaction. Also, the name of the retailer selling the load pack is disclosed, along with their contact information, on the receipt for all load packs purchased. 


What is 3D Secure? 


For extra fraud protection, 3D Secure requires customers to complete an additional verification step with the card issuer when paying. 


3D Secure is a security protocol that helps to prevent fraud in online credit and debit card transactions. This additional security was initiated and created by Visa and MasterCard and is branded as ‘Visa Secure’ and ‘MasterCard SecureCode’ respectively. 


Click here to learn more about 3D Secure. 


How 3D Secure works 


When a merchant has 3D Secure enabled, and a customer uses a card that is enrolled in the 3D Secure program with your issuing bank the process looks as follows: 


The customer enters their credit or debit card information in the payment form 


The customer sees the 3D Secure page when they need to authenticate themselves to the issuing bank by entering the password or a one-time PIN from the issuing bank. 


The transaction is authorized 


The customer can see the response about whether the transaction is successful or failed 


Can I store my card information for future purchases? 


We do not store any card or account information. 


How does the verification transaction work? 


For those customers who do not have access to a 3D Secure enabled card, we may allow them to authenticate their authorization for card usage via a verification transaction. By submitting an authorization request to the card issuing bank of less than $1, such as $0.23 or $0.76. The customer will then be required to access their online banking portal or contact their bank to retrieve the amount and enter in the Verification Field. This is an optional security step to prevent unauthorized card or account usage. 


There are multiple pending transactions on my statement, and I only made one purchase, or the first transaction was declined but is still on my statement. 


There are two parts to a credit/debit card transaction, first is the authorization then the settlement. When you select the “proceed” button on the card entry form it generates the request for authorization. If your bank verifies the card number, CVV, and cardholder name as all being valid customer information, they will accept the authorization and place the transaction in a pending status. But when the bank is then required to also authenticate the cardholder address, they can sometimes generate an Address Verification Mismatch if the address entered does not match their files. This will cause the previously authorized transaction to then be declined as a fraud prevention measure. When this happens, you may see multiple pending transactions that have been declined and cannot be settled by the merchant. The merchant cannot void them or refund them as they were never processed. These transactions will be removed from your statement or account within a couple of days, depending on your bank’s policies.  

Cancelling a purchase made using your MESH account. 


If you have completed a purchase using your MESH account, then you will need to use the merchant contact information from the emailed receipt to request the cancellation or refund from the merchant directly. If a merchant agrees to cancel or refund a purchase, they can notify MESH to refund the value of the purchase to your MESH account. 


Never received my purchase 


If you successfully completed a purchase from an online MESH merchant but never received your order, the first step is to contact the merchant directly. Your receipt that was emailed to you is proof of purchase the merchant can use to verify the successful purchase. If the merchant is not responding to your inquiries or you need assistance in getting a response from them then please email MESH at support@mymesh.money with your request and we will assist with resolving any issues with the merchant. 

Click here for the video demonstration

  • Registration (0:00) 
  • Buying a load pack (1:05) 
  • Activating a load pack (1:42) 
  • Completing your purchase (1:48) 

HAVE FURTHER QUESTIONS?

Our customer service department is available to help you during normal business hours, Monday – Friday, 8:00 am – 7:00 pm CST. Toll-free number 1-877-7My-MESH (1-877-769-6374)

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