Empower's main customer service number and what it covers
Empower is a prepaid card and financial services company. Their customer service phone line is 1-877-462-6738. This number handles account questions, card replacement, fraud reports, and transaction disputes for people who hold an Empower card or use their services.
The line is available Monday through Friday, 8 a.m. to 8 p.m. Eastern time. Wait times vary depending on call volume, and you will need your card number or the phone number associated with your account to verify your identity before speaking with a representative.
Empower also operates through their website and mobile app, where you can check your balance, review transactions, and update account information without calling. Many routine questions can be resolved faster through the app than by phone.
Key Takeaways
- Empower's customer service number is 1-877-462-6738, available weekdays 8 a.m. to 8 p.m. Eastern time.
- You will need your card number or registered phone number to verify your identity when you call.
- The line handles card replacement, fraud reports, balance inquiries, and transaction disputes.
- The Empower mobile app and website let you resolve many issues without waiting on hold.
- If you received an Empower card through a government benefit program, contact that program's customer service first — they may have a separate support line.
When to call versus using the app or website
Call Empower if you need to report a lost or stolen card, dispute a transaction you did not make, or explain a declined payment. These situations often require a representative to document what happened and take action on your account.
Use the app or website if you want to check your balance, see your transaction history, update your address, or reset your PIN. These tasks complete when ready and do not require speaking to anyone. The app also sends notifications when money is added to your card or when you make a purchase, which can help you catch fraud faster than waiting for a statement.
If you are locked out of your account or cannot remember your login information, the website usually offers a password reset option. If that does not work, calling is your next step.
What happens if your card is lost or stolen
Call 1-877-462-6738 when ready if your Empower card is lost or stolen. A representative will freeze your card to stop anyone else from using it. This usually happens within minutes of your call.
Empower will then mail you a replacement card, which typically arrives within 7 to 10 business days. You can ask for expedited shipping in some cases, though this may have a fee. While you wait, you can still access your money through the app if you set up mobile wallet payments or request a temporary card number.
Keep your receipt or confirmation number from the call. If fraudulent charges appear on your account before the card arrives, you will have proof that you reported it stolen.
Disputing charges and fraud on your Empower card
If you see a charge you did not make, call 1-877-462-6738 and tell the representative which transaction is wrong. Have the date, amount, and merchant name ready. The representative will start a dispute investigation.
Empower typically investigates disputes within 10 business days. During that time, the money may stay in your account or be temporarily removed — this depends on the type of dispute and Empower's internal process. Once the investigation closes, you will receive a letter explaining the outcome.
If the dispute is found in your favor, the money is returned to your card. If it is found against you, the charge stays. You can request a copy of the investigation results if you want to understand why the decision was made.
If you received your Empower card through a government program
Some people receive Empower cards as the way their state or local government delivers benefits — unemployment insurance, tax refunds, or other payments. If this is how you got your card, you may have two phone numbers to call: one for Empower and one for the program that issued the card.
Call the program's number first if your question is about why money was added, when a payment will arrive, or whether you are still receiving benefits. Call Empower's number if the problem is with the card itself — it will not work, you forgot your PIN, or you need a replacement.
Your benefits paperwork or the letter that came with your card should list both numbers. If you only have one number, start there and ask to be transferred if needed.
Empower's hours, wait times, and what to have ready
Empower's main line operates Monday through Friday, 8 a.m. to 8 p.m. Eastern time. They do not answer calls on weekends or federal holidays. If you call outside these hours, you will hear a message directing you to call back or use their website.
Wait times are usually shortest early in the morning or mid-afternoon on weekdays. If you call during lunch or late afternoon, you may wait 15 to 30 minutes. Have your card number, the phone number on your account, and any relevant transaction dates written down before you call so you do not have to search for them while on hold.
If you are calling about a specific transaction, also have the merchant name and amount ready. If you are calling about fraud, have a list of all suspicious charges so the representative can address them all in one call.
Frequently Asked Questions
Can I call Empower on weekends or after 8 p.m.?
No. Empower's phone line is only open Monday through Friday, 8 a.m. to 8 p.m. Eastern time. If you need help outside these hours, use the Empower app or website to check your balance, review transactions, or reset your password. For urgent issues like a stolen card, call the number during business hours the next day.
What if I do not have my card number when I call?
You can verify your identity using the phone number associated with your account instead. The representative will ask you to confirm personal information like your name, address, and last four digits of your Social Security number before they discuss your account.
How long does it take to get a replacement card?
Standard replacement cards arrive within 7 to 10 business days. Expedited shipping may be available for an additional fee and can arrive in 2 to 3 business days. Ask the representative about expedited options when you call to report your card lost or stolen.
Can I dispute a charge through the app instead of calling?
The app lets you view transactions and contact customer service, but you will need to call 1-877-462-6738 to formally start a dispute. Some apps have a "report a problem" button that connects you to a representative or opens a chat, which may be faster than calling.
What if I call and cannot understand the representative?
Ask the representative to speak more slowly or to repeat information. You can also ask for a supervisor or request a callback at a time that works better for you. If you have a hearing impairment, ask about TTY or relay service options when you call.