FAQs

Here are the answers to some frequently asked questions. For additional or specific information about your Card Account, please refer to the material in your California Middle Class Tax Refund Welcome Packet. If you can’t find an answer to your question below, contact Customer Service at 1.800.240.0223.

Learn how to activate and use your Card

Learn how to activate and use your Card

Q: What is the California Middle Class Tax Refund Card?
A: The California Middle Class Tax Refund Card (“MCTR Card”) is a prepaid debit card distributed to qualified recipients that contains the Middle Class Tax Refund (“MCTR”) payment, a one-time payment to provide relief to qualified Californian personal income tax filers. The MCTR Card is also commonly referred to as the MCTR Prepaid Debit Card.
Q: What can I do if I suspect fraud on my MCTR Prepaid Debit Card?
A: Money Network takes all claims of fraud seriously and will investigate each claim reported on an individual basis. Card recipients can report suspected fraud by contacting Money Network, the program manager for the MCTR Card program, at 1.800.240.0223. Claims will be processed as quickly as possible.

Cardholders can also take proactive steps to protect themselves against fraud. Best practices to prevent fraud include:
  1. Never share your PIN
  2. Do not share Card details (such as card number, expiration date and/or CVV) unless making an online purchase
  3. Download and register your Card using the Money Network Mobile App3
    1. Lock your Card if it is not being actively used
    2. Set up spending alerts
    3. Review transactions regularly
    4. Use quick view balance
    5. Use a strong unique password (Including a mix of upper case letters, lower case letters, numbers and symbols)
  4. Promptly report a lost or stolen Card by calling 1.800.240.0223
  5. Keep your device and Mobile App3 updated
  6. Be on the alert for schemes and fraud (neither Money Network nor a bank will ever ask you for your password, PIN or full Social Security Number)
  7. Additional resources on fraud and skimming can be found here:
    1. Visa Security & Fraud Prevention
    2. FBI Information on Skimming
Q: Do I qualify for the Middle Class Tax Refund?
A: You are eligible if you:
  • Filed your 2020 tax return by October 15, 2021;
  • Meet the California adjusted gross income (CA AGI) limits;
  • Were a California resident for six months or more in the 2020 tax year;
  • Were not eligible to be claimed as a dependent in the 2020 tax year; and
  • Are a California resident on the date this payment is issued.
For more information, visit ftb.ca.gov/mctr2022.
Q: How much will my Middle Class Tax Refund payment be?
A: To learn more about the Middle Class Tax Refund payment amounts and to estimate your payment, visit ftb.ca.gov/MyEstimate.
Q: How will I receive my payment?
A: If you qualify, you will receive either a direct deposit payment to your bank account or a payment by the MCTR Prepaid Debit Card. You will receive your payment by direct deposit if you filed your 2020 return electronically and indicated direct deposit for your tax refund. Otherwise, you will receive your payment by MCTR Prepaid Debit Card. Taxpayers receiving payment by the MCTR Prepaid Debit Card include:
  • Taxpayers who filed a paper return
  • Taxpayers who received their tax refund by check regardless of filing method
  • Taxpayers who had a balance due for their 2020 tax return
  • Taxpayers who received their Golden State Stimulus I and/or II payment(s) by check
  • Taxpayers who received an advanced refund from their tax service provider, or paid their tax preparer fees using their tax refund
For more information, visit ftb.ca.gov/mctr2022.
Q: When will I receive my MCTR Card?
A: MCTR Prepaid Debit Cards will begin going out to qualified recipients by the end of October 2022 and conclude by the end of January 2023. For more information, visit ftb.ca.gov/mctr2022.
Q: How will I recognize my MCTR Card?
Your MCTR Card will arrive in a white envelope that includes “California Middle Class Tax Refund” in the return address. The envelope also states that it is “Not a bill or advertisement. Important information about your Middle Class Tax Refund.” The Visa® name will appear on the front of the Card; the back of the Card has the name of the issuing bank, My Banking Direct, a service of New York Community Bank. Information included with the Card will explain that the Card is your Middle Class Tax Refund Prepaid Debit Card.
Q: How do I activate my Card?
A: If you have received a MCTR Card and want to activate it, call 1-800-240-0223. For cards that have two names embossed, the cardholder shown first must call to activate the card.
Q: Can I use my MCTR Card to buy groceries and make other purchases at stores?
A: Yes, you can use your MCTR Card to make purchases at stores accepting Visa Debit Cards. Once you are ready to pay: Insert your Card into the card reader or present your Card and follow the prompts on the screen. You can choose to sign for the transaction or enter your 4-digit PIN. The process to make purchases may vary by merchant. You can get cash back at participating merchants when entering your 4-digit PIN for purchases.
There are fees for some transactions. Please see your Cardholder Agreement and Fee Schedule online at mctrpayment.com for more information.
Q: How can I get cash using my MCTR Card?
A: There are multiple ways you can access cash using your Card (please note that limits may apply to the amount of cash you are able to withdraw at merchants and ATMs):
  • Cash from an ATM:
    • There’s no fee to withdraw cash at in-network ATMs that carry the Allpoint or MoneyPass® brands, but fees may apply if you use an out-of-network ATM. To find surcharge-free in-network ATMs, use our ATM Locator found at mctrpayment.com or in the Money Network® Mobile App.³
        To get cash at an ATM:
        • Enter your 4-digit PIN
        • Select “Withdrawal” from “Checking”
    • ATM Withdrawal Limits Apply: $600 per transaction (ATM operator limits may be lower). Please see your Cardholder Agreement and Fee Schedule online at mctrpayment.com for more information.
  • Cash back from participating merchants:
    A convenient way to get cash back with your Card is at the places you already shop, like grocery and convenience stores.
    • To request cash-back from a merchant:
      • Select “Debit” on the keypad
      • Enter your 4-digit PIN
      • Select “Yes” for cash-back
      • Enter the amount and hit “OK”

      Availability, limits, and fees² may vary based on merchant practice. Please see your Cardholder Agreement and Fee Schedule online at mctrpayment.com for more information.
  • Cash from a bank or credit union teller:
    You can visit any bank or credit union branch that features a Visa logo to withdraw cash for a fee².
    • To withdraw cash at a bank:
      • Know your balance beforehand – the teller cannot tell how much money you have on your Card
      • Ask the teller for the amount you would like to withdraw
      • You will need your 4-digit PIN and may be asked for an additional form of ID

      Bank/Teller Over-the-Counter Withdrawal Limits Apply: $600 per transaction (bank limit may be lower). Please see your Cardholder Agreement and Fee Schedule online at mctrpayment.com for more information.

      If you request to withdraw more than the available balance on your Card, your transaction will be declined.
Q: How do I set up a User ID and Password for online access?
A: Go to mctrpayment.com. Click “Login” and then “Register Now.” Follow the steps to create your User ID and Password. Be sure to have your MCTR Card handy. You can use the same User ID and Password created to access the Money Network® Mobile App.³ For Cards with more than one name, please use the primary Cardholder information (listed first on the Card) for online or Mobile App registration.
Q: How can I find the balance on my MCTR Card account?
A: There are three easy ways to access your MCTR Card account balance information and transaction history:
  • Online: View your balance and transaction history online any time at mctrpayment.com.
  • By phone: Call 1-800-240-0223 to hear your balance and transaction history using our automated voice response system.
  • Mobile App: Download the Money Network Mobile App³ at the App Store® or on Google Play™.
Q: Can I transfer the funds from my MCTR Card to my bank account?
A: There are multiple ways to transfer the funds² from your MCTR Card to an existing domestic bank account at no cost to you. You will need the Routing and Account number for your bank account to complete the transfer.

Transfer funds online at mctrpayment.com.

  1. Be sure you have activated your MCTR Card before attempting to transfer funds.
  2. Register for online access by going to mctrpayment.com and click on “Login” and “Register Now”. Follow the steps to create your User ID and Password. Be sure to have your MCTR Card handy.
  3. Select “Transfers in U.S.” under Money Out.
  4. Follow the steps to set up your destination bank account prior to completing your ACH transfer.
  5. Transfers typically post to your bank account in 2-3 business days.
Transfer funds using the Money Network Mobile App
  1. Be sure you have activated your MCTR Card before attempting to transfer funds.
  2. Download the Money Network Mobile App³ and register for mobile access by clicking “New User?” Follow the steps to create your User ID and Password. Be sure to have your MCTR Card handy.
  3. Click the top left menu and click “Send Money to an External Bank Account” under Move Money Out.
  4. Follow the steps to set up your destination bank account prior to completing your ACH transfer.
  5. Transfers typically post to your bank account in 2-3 business days.
Transfer funds by calling 1-800-240-0223
  1. Be sure you have activated your MCTR Card before attempting to transfer funds.
  2. Call 1-800-240-0223 and follow the prompts to authenticate with the Interactive Voice Response Unit (IVRU).
  3. Once authenticated by the IVRU, follow the prompts to set up your destination bank account prior to completing your ACH transfer.
  4. Transfers typically post to your bank account in 2-3 business days.
ACH Transfer to Domestic Bank Limits Apply: $600 per transaction. Please see your Cardholder Agreement and Fee Schedule online at mctrpayment.com for more information.
Q: What if my MCTR Card is lost or stolen?
A: If you have misplaced your Card, you can lock your Card by logging in online at mctrpayment.com to prevent unauthorized transactions or ATM withdrawals while you look for it. If your Card is permanently lost, it is important that you call Customer Service at 1-800-240-0223 and choose the option for assistance with a replacement, reissue, lost, or stolen Card. Your lost or stolen Card will be deactivated to prevent anyone from using it and, upon your request, a replacement Card can be provided to you.² Allow 7-10 business days to receive your new card in the mail. Please see your Cardholder Agreement and Fee Schedule online at mctrpayment.com for more information.
Q: When do the funds on my Card expire?
A: The funds on your card are available until the “Valid Thru” date indicated on the front of your Card. The last day of the month indicated after “Valid Thru” is your Card’s “Expiration Date.” Your Card will no longer work after the Expiration Date. After your Card has been funded, you will have access to the funds until the Expiration Date. Following the Card’s Expiration Date, any remaining balance will be returned to the State of California, as required by the Better for Families Act of 2022.
Q: Can I make a purchase if the purchase amount is greater than my Card balance?
A: If the purchase amount exceeds the remaining balance on your card at the time of purchase, your purchase will be declined. If this occurs, please check your Card balance on the Money Network mobile app and request the merchant to split the payment for your purchase. Notify the merchant of the dollar amount you wish to use from your MCTR Card and pay the remaining balance with an alternative payment method.

Self-checkout may be difficult with multiple payment methods for your purchase; consider an alternative payment method or ask the merchant if they can assist.
Q: Can I change my bank account or direct deposit of refund (DDR) info for the MCTR?
A: No. If your bank account information has changed since you filed your 2020 tax return, you will receive a debit card. Please allow additional time to receive your debit card because your financial institution will have to return the direct deposit funds to the Franchise Tax Board (“FTB”) before the debit card may be issued. Please refer to the payment table mailing for dates.
Q: Why don’t I qualify for the MCTR if I didn’t file a return for 2020?
A: Assembly Bill 192 states that you must have already filed a tax return to qualify for this payment.
Q: My bank account has been closed or updated; how will I get my refund?
A: If your bank account information has changed since you filed your 2020 tax return, you will receive a debit card. Please allow additional time for your debit card because your financial institution will have to return the direct deposit funds to the Franchise Tax Board (“FTB”) before the debit card may be issued. Please refer to the payment table mailing for dates.
Q: How can I dispute a fraudulent charge to my Card?
A: Disputes can be filed by calling 1.800.240.0223. Please follow the steps below to open a Merchant Dispute OR Unauthorized Fraud claim for your Card.
  • Call 1.800.240.0223
  • Select language preference; option 1 for English or option 2 for Spanish
  • Select option 1 for Activation, Customer Service, Main Menu
  • Enter your Card Number and PIN (Card must be activated)
  • Select option 2 to Continue
  • Select option 6 (new or existing disputes)
  • Once you’ve completed these steps, you will then be transferred to an agent who can assist with your dispute.
When filing a dispute, you must wait until the transaction has been posted to your account before you may open a dispute claim. Disputes cannot be opened for pending transactions. If you have a pending transaction, please wait until your transaction has been posted to your account before calling to file a dispute.

Disputes may take up to 90 days to be processed. During this time, you may receive a letter from Money Network in the mail that requires additional information to resolve your dispute. If you receive a letter from Money Network requesting additional information, please respond in a timely manner to avoid any further delays with your claim.
Q: Why am I receiving a 1099-MISC?
A: Individuals who received a California Middle Class Tax Refund payment of $600 or more in tax year 2022 will receive a 1099-MISC for this payment. The statute creating these payments exempts the payment from California state income tax.

You should consult IRS Publication 525, Taxable and Nontaxable Income, or your tax professional regarding the federal tax treatment of this payment. Income-eligible individuals and families can get free tax preparation and assistance through the IRS’s Volunteer Income Tax Assistance (VITA) and Tax Counseling for the Elderly (TCE) programs. To find the nearest VITA/TCE representative, go to https://www.ftb.ca.gov/help/free-tax-help/VITA_Locator/.
Q: Will I owe taxes for the MCTR Payment?
A: The statute creating these payments exempts the payment from California state income tax. The MCTR payments may be considered federal income. As such, 1099-MISC for MCTR payments of $600 or more will be issued.

You should consult IRS Publication 525, Taxable and Nontaxable Income, or your tax professional regarding the federal tax treatment of this payment. Income-eligible individuals and families can get free tax preparation and assistance through the IRS’s Volunteer Income Tax Assistance (VITA) and Tax Counseling for the Elderly (TCE) programs. To find the nearest VITA/TCE representative, go to https://www.ftb.ca.gov/help/free-tax-help/VITA_Locator/.
Q: I received a 1099-MISC but did not receive a payment. What do I do?
A: Individuals who received a 1099-MISC but did not receive their payment should contact FTB at 1.800.852.5711.
Q: Can I return the MCTR money to avoid receiving a 1099-MISC?
A: Individuals who are eligible for a payment of $600 or more will receive a 1099-MISC regardless of whether or not funds were returned or spent.

You should consult IRS Publication 525, Taxable and Nontaxable Income, or your tax professional regarding the federal tax treatment of this payment. Income-eligible individuals and families can get free tax preparation and assistance through the IRS’s Volunteer Income Tax Assistance (VITA) and Tax Counseling for the Elderly (TCE) programs. To find the nearest VITA/TCE representative, go to https://www.ftb.ca.gov/help/free-tax-help/VITA_Locator/.
Q: What if my personal information or amount is not correct on the 1099-MISC?
A: Individuals who believe the information on the 1099-MISC is incorrect should contact FTB at 1.800.852.5711.
Q: I need a replacement 1099-MISC. What do I do?
A: Please allow until February 15, 2023, to receive your 1099-MISC. Individuals who have not received their 1099-MISC by February 15, 2023, should contact 1.800.852.5711 to request a replacement 1099-MISC.
Q: I know others who received a 1099-MISC for their MCTR payment, but I didn’t. What do I do next?
A: Individuals who received a California Middle Class Tax Refund payment of $600 or more in tax year 2022 will receive a 1099-MISC for this payment. If you received a payment over $600 but did not receive a 1099-MISC, please wait until February 15, 2023, to receive this through the mail. If the timeframe has passed, contact 1.800.852.5711 for a replacement 1099-MISC information form.

  1. 1Card must be activated by the primary cardholder.

  2. 2Certain fees may be associated with the use of some transactions or services. Please see your Cardholder Agreement and Fee Schedule for more information.

  3. 3 Standard message and data rates apply.

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