Frequently Asked Questions

See below for answers to your most frequently asked questions.

General / Account Set–Up Questions

What is the Cricket Mobile Wallet?

Cricket Mobile Wallet is a secure smartphone app that allows you to pay bills to over 10,000 service providers including Cricket Wireless, as well as deposit checks instantly to your account with your mobile phone. Cricket Mobile Wallet comes with a companion prepaid debit card linked directly to your Mobile Wallet account so you can shop online, in stores and get cash at ATMs.

How do I get started?

First download the app by texting "WALLET". Open the app and tap the "Create Account" button to create your user profile. To sign up for a Cricket Mobile Wallet account and order your Cricket Mobile Wallet Visa® Prepaid Debit Card, tap the "Get Your Visa Prepaid Card" button at the bottom of the home screen and accept the associated charges and terms and conditions. Add money to your Mobile Wallet via mobile check deposit, direct deposit or at a retail location using your Prepaid Card.

How much does it cost?

The Mobile Wallet service is an $8 monthly recurring charge that is added directly to your Cricket Wirelss bill. There is a one–time activation fee that is deducted upon the first load of the Mobile Wallet. There are additional usage fees for the card and mobile check deposit. You can view the fees here.

Can I access my account online? / Where can I get a printed receipt?

Yes, you can access your account online and view and print statements anytime.

  • First, go to my.cricketmobilewallet.com and click on Account Login.
  • The secure account login page will appear. Click on "Sign Up" under "First Time Users".
  • Fill out your information and submit. Then log in using your new username and password.

In your online account, you can:

  • View and print your statements, transactions & balance information
  • Set up text and email account alerts
  • Transfer money
  • View and print your Direct Deposit information
How do I start my SMS and email alerts?

Log in to your online account at my.cricketmobilewallet.com, then click on "Alerts" under Account Management.

You can also choose when you would like your alerts to begin and end each day, and set your time zone.

Scroll down and check the boxes of the alerts you would like to receive and whether you would like to receive them via Email or Text message.

Don't forget to click the "Update" button to save your new settings. With account alerts sent to your mobile phone or email, you'll always know your balance and be in control of your money.

Can I use ATMs?

Yes. To get cash at the ATM, insert your Prepaid Card into the machine and enter your PIN. Select "Checking" to make a withdrawal and enter the amount of cash you want to withdraw. Then take your cash, Prepaid Card, and receipt to keep track of your balance. To avoid ATM fees, you can also get cash back after making purchases.

How much can I spend with my Cricket Mobile Wallet account each day?

You can spend up to $2,500.00 per day.

How can I get my account balance or a statement?

You can access your available balance anytime on the home screen of the Mobile Wallet app. You may also access your balance online or by calling . Statements in electronic format will be made available free of charge at my.cricketmobilewallet.com. You will not automatically receive paper statements. You may choose to have a paper statement mailed to you by contacting us each time at .

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Bill Pay

How do I make a bill payment?

Have your billing statement available and log in to the Cricket Mobile Wallet app. Go to "Pay Bills" and tap "Add New Bill". Enter your service provider's using the "Search" tool. Tap on the service provider's name in the search result and add your bill information. A new bill icon will appear in the Pay Bills section where you can enter the amount and submit your payment for delivery.

Click here to watch an instructional video.

Which service providers are available for paying bills with my Cricket Mobile Wallet App?

Over 10,000 service providers are available for bill payment on the Cricket Mobile Wallet, including:

  • Your Cricket Wireless bill
  • Phone companies
  • Cable/Satellite TV providers
  • Insurance companies
  • Utility companies
  • Internet providers
  • Security companies
  • Newspapers
  • Gyms
  • And many more...

Check the "Search" tool under "Add New Bill" to find participating service providers. Billers are constantly being added to the list, so check back often.

Does it cost extra to process an expedited payment?

No, expedited bill payment is available for participating service providers at no additional charge.

How can I confirm that a payment has been sent?

That's easy too. Just log in to your app. Go to "Pay A Bill" and tap "Review Payments". Select "View All Bills" and a list of your bill payments and details will be available including the status of the bill payment and scheduled delivery time.

What information will I need to set up a bill?

Have your billing statement with you when you set up a new bill on the Mobile Wallet app.

Each bill is different, but generally the following information is needed:

  • Your name
  • Your zip code
  • Your billing account number
  • Remittance zip code*

Additional fields that may be needed include:

  • The last 4 digits of your Social Security Number
  • Your contact phone number
  • Your billing account PIN number

*The remittance zip code is the zip code int he "mail–to" address on your printed bill.

When can I expect my payment to be delivered?

The expected delivery date is shown on the bill pay icon under "Pay Bills". Payment processing times vary with service providers so be sure to allow additional days if needed.

  • Immediate Payments are posted to your account and services are available within four hours of your payment or sooner.
  • Expedited Payments are delivered to your biller within 24 hours on Business Days.
  • Two Day Payments are delivered to your biller within 48 hours on Business Days.

Business Days are Monday through Friday, excluding weekends and holidays. Check with your service provider for actual payment posting time and availability.

Can I cancel a payment?

To cancel a Cricket Wireless payment, you must call within 45 minutes of submitting the payment.

For all other payments, once a payment has been submitted for delivery, you must contact the service provider to cancel it.

Where can I find the Remittance Zip Code?

The Remittance Zip Code is located on your printed bill. Find the "mail–to" address – it is usually located on the tear-off portion of your bill. The service provider zip code is the remittance zip code.

What do I do if my payment failed?

If your payment failed, contact Customer Service at or .

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Mobile Check Deposit

What is mobile check deposit?

Mobile Check Deposit allows you to deposit your checks into your Cricket Mobile Wallet using your smartphone. You simply enter the amount, snap a picture of the front and back of your endorsed check and submit it. It's fast, secure and best of all - your money is available within minutes for qualifying checks. You can skip the lines and service is available 24/7.

How do I use mobile check deposit?

It's fast and easy to use mobile check deposit.

  1. Log in to your Mobile Wallet. Tap "Deposit a Check". Enter the amount of the check and take a picture of the front and back of your endorsed check and tap "Submit". It will take a couple of minutes to process.
  2. On the return screen, confirm the deposit type, Instant or Regular, then hit "Next".
  3. Review and confirm the fees and tap "Submit". Your check will go into review status and you will receive an SMS when the funds are available.

Click here to see an instructional video.

What checks are eligible for deposit with the mobile app?

Only domestic checks drawn on U.S. banks that are payable to you are eligible for deposit.

This includes, but is not limited to:

  • Personal Checks
  • Cashier's Checks
  • Payroll Checks
  • Federal and State Government Checks

The following checks are not eligible:

  • Traveler's Checks
  • Starter Checks
  • Counter Checks
  • International Checks not written in US dollars
  • Savings Bonds
  • Checks not payable to you
Are there fees?

Instant Mobile Check Deposit – Funds available within 30 minutes or less:

  • Printed Payroll & Government Checks: 1% of Check Value + $1.00
  • 3rd Party Checks: 3% of Check Value + $1.00

Regular Check Deposit provides your funds in 5 days and costs a flat fee of $3.00.

When will my funds be available for use?

Once you have successfully submitted a check you will be given one or both of the following options:

  • Immediate Deposit* – Within 30 minutes or less.
  • Standard Deposit – 5-7 business days.

You can check the status of your deposit by going to Check History under Deposit A Check in your app. Also, you will receive an SMS alert when your funds are deposited.

*You must qualify for immediate deposit to have this option available.

Is there a daily maximum deposit amount or number of deposits?

You can add up to $5,000 with mobile check deposit and a maximum of three (3) checks in a 24-hour period.

Is there a minimum deposit amount?

The minimum mobile check deposit is $25.00.

What should I do with the paper check?

After submitting, make a note on the check that it was deposited via mobile deposit. You will receive an SMS confirmation once the check has posted. After you verify that your funds are loaded and available, please destroy the check within 24 hours. This is to protect your account and also to avoid fraudulent abuses. See the PreCash Check Deposit Terms and Conditions for more detail.

What should I do if my check is rejected?

If your check is rejected upon initial submission most likely it is because information is missing or incorrect and cannot be processed.

Verify the following items:

  • The amount entered is correct.
  • The check is endorsed - your signature is on the back.
  • The check is in good shape, not crumpled or torn.
  • The check photo is on a flat, dark background.

Once you have verified and corrected the items above, resubmit your check.

If your check fails to deposit after successful submission or is unable to be submitted please contact Customer Service at .

Where can I view information about my submitted deposits?

Log in to your app and go to Check History under Deposit A Check. You can view details of your deposits including the check images, deposit amount, deposit type, check amount, fee amount, transaction ID for tracking, date submitted, and status.

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Send Money

Who can I send money to?

Anyone who has an active Cricket Mobile Wallet.

What if I want to send money ot someone who doesn't have a Cricket Mobile Wallet?

Encourage your friends and family to download the Cricket Mobile Wallet and activate their Cricket Mobile Wallet Prepaid Visa card so that you can send money.

How much money can I send?

You can send amounts from $1 – $500.

How often can I send money?

You are not limited in the number of transfers you can initiate per day; however a given recipient can only receive one transfer per day and four per month.

How often can I receive money?

You can receive one transfer per day and four per month.

What if I make a mistake in a Send Money transaction?

Unfortunately, all Send Money transactions are final. You can contact your recipient and have them Send Money back to you.

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Direct Deposit

What is Direct Deposit?

Direct Deposit to your Cricket Mobile Wallet lets employers or the government automatically deposit your paycheck or benefits checks directly into your Cricket Mobile Wallet account. The electronic payments are reliable, secure, and your checks are waiting for you when you wake up on payday. Direct Deposit is a free alternative and you can avoid the fees associated with other load methods.

What kind of checks can I Direct Deposit to my account?

Direct Deposit your paychecks, tax refunds, or government benfits checks like Social Security or other payments.

How do I set up Direct Deposit?

Setting up Direct Deposit is easy. Simply log in to your Mobile Wallet app, select "More" and tap on Direct Deposit. Provide this information to your employer. You can also print your information by logging in to your online account and selecting the "Direct Deposit" option under "Add Cash" in the upper left hand corner.

Or a third option is to use the Direct Deposit form that came with your Prepaid Card in the mail. It looks like a check. Just give it to your payroll or benefits provider and your Direct Deposit should appear in 1 to 2 pay cycles.

How much money can I Direct Deposit to my Cricket Mobile Wallet?

The amount of money you can add with Direct Deposit is not limited to a minimum or maximum amount.

How many checks can I Direct Deposit to my Cricket Mobile Wallet?

You may Direct Deposit as many eligible checks as you like – there is no limit to the number of checks you can add. If you have two jobs, switch jobs or receive government benefits, get them all automatically deposited to your Cricket Mobile Wallet account.

When will money be available?

If you have enrolled for Direct Deposit on your Cricket Mobile Wallet, your money is immediately available on your payday – ready for you to pay bills, shop, or transfer to another account.

How long does it take before a new Direct Deposit starts on Cricket Mobile Wallet account?

It generally takes 1 to 2 pay periods for Direct Deposit to become active on your account. After the first time, your checks will automatically deposit to your account and be ready immediately on payday.

How do I know if money was deposited to my Cricket Mobile Wallet account?

Access your Cricket Mobile Wallet account on your Cricket smartphone 24 hours a day. After you log in, you can check your balance and view your transactions.

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Adding Cash

How do I add money?

The best way to add money to your Cricket Mobile Wallet is through the Direct Deposit of your paychecks, tax refunds, or government benefits checks like social security or other payments.

You can also add cash at thousands of retail locations nationwide. Take your Cricket Prepaid Card to any MoneyGram®, Western Union®, PayZone®, Visa ReadyLink® or PreCash® location. Or, get a MoneyPak® or REloadIt pack at retailers nationwide, including Walmart, CVS, Kmart, Kroger, Rite Aid, 7-Eleven, Walgreens and more.

How can I find a place to add cash to my Cricket Mobile Wallet?

With over 100,000 locations nationwide, it's easy to add cash to your Cricket Mobile Wallet. Log in to your app, go to "More" and tap "Load Location Finder". Next, bring your Prepaid Card and cash to the retail location for a quick addition to your mobile wallet account - that's it! Please note, retailer may charge a fee to reload your Prepaid Card.

How much and how often can I add cash at a retail location to my Cricket Mobile Wallet account?

Typically, you can add cash to your mobile wallet up to two times per day with a maximum balance of $2,500.00. Funds loaded via Direct Deposit are not subject to the maximum value load.

  • If you add cash to your Card at a Western Union location, the maximum amount you can load is $950.00. With Western Union, you are limited to ten (10) loads per calendar month.
  • If you add cash to your Card at a Green Dot MoneyPak location, the maximum amount of each load is $500.00.
  • The maximum amount of all other options is $999.00.
How do I know my money is added correctly to my Cricket Mobile Wallet?

The store location should provide you with a receipt or reference number for your cash deposit. Please save this receipt. You can also see your balance information by logging in to your app. You always know your balance and when money is deposited to your account.

How many times can I add money to my Cricket Mobile Wallet in a day?

The maximum number of times you may add cash to your Mobile Wallet per day at a retail location is two (2) and via mobile check deposit is three (3). The number of times you can add money with Direct Deposit is not limited to a minimum or maximum amount.

How do I add money with a Green Dot® MoneyPak®?

Go to any participating MoneyPak store and take the MoneyPak to the register. Add any amount from $20 to $500. A service fee will be added to your total. Then visit www.moneypak.com or call and provide your MoneyPak number to send your money to your card. Funds will post to your account within 1 hour or less. Click here to find a store near you.

How do I add money at a Moneygram location?

You need to complete the Moneygram Blue Express Payment form

How do I add money at a Western Union location?

You will need to complete the grey Western Union Prepaid Services form with the following information:

  1. Enter your 16 digit Prepaid Card number under "Account Number"
  2. Pay to: Cricket Mobile Wallet
  3. Enter the amount of cash you want to load to your Cricket Mobile Wallet under "Payment Amount". Minimum Amount is $20 and the maximum amount is $950.

Provide the agent with cash for your load amount and for the Western Union fee. Keep the receipt with the reference number that confirms your transaction. Funds will post to your account within 1 hour or less.

How do I add money at a PreCash location?

You will need to give you Prepaid Card to the PreCash associate. They will swipe it or enter the 16-digit account number on the front of your Card. Provide the associate with cash for your load amount and load fee. The minimum load is $20 and the maximum load is $999. Keep the receipt with the reference number that confirms your transaction. Funds will post to your account within 1 hour or less.

How do I add money with a REloadit pack?

Go to any participating REloadit retailer and take the REloadit pack to the register. Add any amount from $20 to $950 at checkout. A reload fee of up to $3.95 will be added to your purchase. Then visit www.reloadit.com or call 888-633-9434 and provide your REloadit pack number to send money to your Prepaid Card. Funds will post to your account within 1 hour or less. Click here to find a store near you.

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Prepaid Card

Where can I use my Cricket Mobile Wallet Prepaid Card?

You can use your Prepaid Card online, over the phone and at the millions of places that accept Visa debit cards - including supermarkets, pharmacies, clothing stores, drug stores, and more.

How do I transfer cash to family or friends who have a Cricket Mobile Wallet?

Card-to-card transfers are the quickest, easiest, most secure way to send cash to a friend or family member's Cricket Mobile Wallet. It's free. Simply log into your online account and choose an existing cardholder, or enter the required information to send to a new cardholder. Next, enter the amount of money that you would like to transfer. That's it! The transfer money feature will be coming soon to the Mobile Wallet app.

How much money and how often can I transfer to a family member or friend with a Cricket Mobile Wallet?

You can transfer up to $500.00 per transaction to another Cricket Mobile Wallet. You can send up to four transactions in a 30 day period. The most you can send in a 30 day period is $2,000.00. You can do one transfer a day.

Can I use ATMs?

Yes. To get cash at the ATM, insert your Prepaid Card into the machine and enter your PIN. Select "Checking" to make a withdrawal and enter the amount of cash you want to withdraw. Then take your cash, Card, and receipt to keep track of your balance. To avoid ATM fees can also get cash back after making purchases.

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Account Security

Is my money safe on the wallet?

Yes. Securing your personal information and your money is our top priority. The Cricket Mobile Wallet app is password protected and uses Secure Socket Layer (SSL) technology to encrypt your personal information. Plus, we have the latest monitoring technologies to protect your information.

Your money on the Cricket Mobile Wallet is safer than carrying cash. The Cricket Prepaid Card is issued by The Bancorp Bank; member FDIC, and accountholders deposits are FDIC insured up to $250,000. Plus you are also protected against unauthorized purchases if your card or wallet is ever lost or stolen with the Visa Zero Liability policy1.

How do I change my password?

Log in to your wallet, tap on "more" and select "Manage Profile". You can update your password, security question and other profile information.

What if I forgot my password?

Log out and tap on "Forgot Your Password?". You will be prompted to enter the answer to your Security Question. A new temporary password will be sent to you via SMS. Use this to log in to the app and then you will be prompted to reset your password.

What is the Visa Zero Liability policy?

The Visa Zero Liability policy lets you shop anywhere with no risk. It means your will not be held responsible for fraudulent charges made with your Card or account information.

How It Works:

  1. Shop worry-free. Use your Cricket Mobile Wallet Card to make purchases at millions of locations. Visa will always protect you from unauthorized use.
  2. Report suspicious charges. Review your monthly transaction history and report any fraudulent charges to your financial institution.
  3. Get quick resolution and provisional credit.

If applicable, your financial institution may remove fraudulent Card transactions or extend provisional credit for losses from unauthorized Card use.

What should I do if my card is lost or stolen?

Rest easy. Call Customer Service immediately at to report your lost or stolen Card. We will cancel your card and issue a new one to you within 7-10 days.

What should I do if my smartphone is lost or stolen?

Call to report your lost or stolen phone and turn off your phone service.

If you think that your Mobile Wallet account password could have been compromised, call Customer Service immediately at to disable your wallet.

What if I detect suspicious activity or transactions on my account that I did not authorize?

Log in to your account and go to "Transaction History" to see what purchases have been made. If you see anything suspicious, first call the merchant where the transaction occurred. They provide the fastest way for you to get a refund. Discuss your situation with them and if you are unable to come to a resolution, call customer service immediately at and a representative will help you. Click here to download a Disputed Transactions packet. Follow the detailed instructions of the first two pages of the packet. Both the Disputed Transactions Claim Form and the Affidavit of Fraud Form need to be completed, signed, and notarized for your claim to be processed if you are unable to come to an agreement with the merchant.

How do I file a claim or dispute a transaction?

Click here to download a Disputed Transactions packet. Fill out and sign the Disputed Transactions Claim Form and the Affidavit of Fraud Form, get them notarized

Include any documentation showing the fraudulent or disputed transactions. Read the Disputed Transactions packet for additional information on what to include with your claim.

Where do I get the forms I need to file a claim?

Click here to download a Disputed Transactions packet.

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Other Questions

Please call us at and a customer service representative will be happy to assist you.

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