UM’s Higher One Refund Choice Card FAQ’s

What do I need to know about/do for the refund process?

I have a refund due but I have not received the “MyOneCard” refund card. What do I do?

I received the “MyOneCard” but misplaced it/threw it out before activating it. Now I have a refund coming to me, what do I need to do?

Who do I speak with regarding my Financial Aid Refund?

I want my refund sent to my own bank account. What do I need to do?

How can I tell if HigherOne received the ACH form I submitted so that my refund can be quickly disbursed to my existing bank account?

My bank has no record of HigherOne’s ACH transaction. Where is my refund?

How do I verify my refund has been processed?

How can I change my preference for receiving refunds?

Once I make my refund method selection, do I need to retain the “MyOneCard?"

I am experiencing problems getting started.

I do not wish to have this card activated. I do not want a banking relationship with HigherOne. What are my options?

I forgot my password and I am having trouble logging into my account. How can I reset it?

How do I go about changing my password?

Can I request part of my refund to be disbursed one way, say by paper check, and the remainder by a second way such as ACH?

My refund has been requested in my SURFS account; when will it actually become available to me?

What do I need to know about/do for the refund process?

All UM refunds are processed through HigherOne. This enables UM to provide student refunds via ACH (Automatic Clearing House) wire transfer to an outside bank, paper check, or the “MyOneCard."

A “MyOneCard” refund card is sent to every UM student after course registration by HigherOne to address on file located in SURFS.

Click here for an picture of what the envelope it was sent in looks like.

The Refund Card mailing may look like an unwanted credit card offer – PLEASE DO NOT DISCARD IT. 

In order to receive ANY refund (be it by paper check or ACH), you must TAKE ACTION once you have your HigherOne “MyOneCard” in hand. 

The steps are listed for you below:

  1. The URL you use to start the refund method selection process is: https://umbaltimore.higheroneaccount.com

  2. Click the “Get Started” box, enter your 16 digit card number from the front of your “MyOneCard” and click “Continue."

  3. The next screens will ask you to enter the security code from the back of the card; last four digits of your SSN; and your date of birth in MM/DD/YYYY format (If you don’t have an SSN, please call 410-706-8357).

  4. You will next be prompted to create a log in and password using your email address. At the end of these screens, you will click “Continue."

  5. There are three (3) refund options available to you. Your funds can be (1) put on the “MyOneCard” which opens a banking relationship with HigherOne, (2) electronically wired to a bank account you already have open (ACH option), or (3) a paper check can be mailed to the address on file. Select one of these options by clicking on the corresponding box.*

  6. If you select “ACH to a Third Party Bank Account," click “Next.” After the disclosures, click “Next Step – Complete Setup.” 

  7. You next have to fill out a range of personal data fields.

  8. You will then be asked to enter your ACH Account information a) bank name; b) routing number; c) checking or savings; and d) your account number (If you have a check, it contains all the information you’ll need).

  9. Your information now appears on an ACH Form that needs to be a) printed, b) signed by you, and c) sent to HigherOne. You can upload, fax, or mail it yourself or you can drop it off at Student Accounts, 2nd floor of the HSHS Library and they will send it to HigherOne for you.

  10. On the final screen, you must decline to open the OneAccount.

* If you wish to obtain your refund via paper check, follow steps 1-5 above and instead of choosing “ACH to a Third Party Bank Account” choose the paper check option. After you read the disclosures, click “Next Step-Complete Setup." Then you need to enter the personal data fields as in #7 above and decline the OneAcccount as in #10 above. If you wish to open the OneAccount with Higher One rather than depositing your refund in your own bank account, you would click “Yes I want an Easy Refund."

I have a refund due but I have not received my card. What do I do?

You can check the status of your refund card either online or by calling HigherOne Customer Service at 1-877-327-9515. To order a replacement card, contact Student Accounting at DL-BFRefundChoice@umaryland.edu or 410-706-8357.

Online:

  1. Visit the homepage of Higher One’s UM refund management program  https://umbaltimore.higheroneaccount.com.

  2. Click the box labeled "Where’s My Card?" at the bottom right side of the screen. Enter your school name (University of Maryland-Baltimore) and click “Go."

  3. Click the “Where’s My Card?” link either on the left side in the green box or at the top under the “Get Started” box. Enter your last name along with your student ID # beginning with the @ symbol (@000xxxxx) and click “Continue." Then enter the last four digits of your SSN along with your birth date in MM/DD/YYYY format, click “Show Card Status." Your card mailing status will be displayed.

Telephone:

  1. HigherOne’s Easy Refund Card Customer Service number is 1-877-327-9515. Representatives are available between 8 a.m. and 8 p.m. EST (Monday to Friday).

  2. If you have not received your refund card within 5-7 business days, it is likely that you will have to request that a replacement card be mailed to you. Before making a request for a replacement card, please check the accuracy of the mailing address that was provided to HigherOne and update it in SURFS if necessary. To request a replacement card, please contact Student Accounting at DL-BFRefundChoice@umaryland.edu or 410-706-8357.

I received my “MyOneCard” but misplaced it/threw it out before activating it. Now I have a refund coming to me, what do I need to do?

You will have to order a replacement card. Before making a request for a replacement card, please check the accuracy of the mailing address that was provided to HigherOne and update it in SURFS if necessary. To request a replacement card, please contact Student Accounting at DL-BFRefundChoice@umaryland.edu or 410-706-8357.   

Who do I speak with regarding my Financial Aid Refund?

If you can see in SURFS that you have a refund and you have not been notified that it is available by HigherOne, contact Student Accounting at DL-BFRefundChoice@umaryland.edu or 410-706-8357. Please remember that the refund process takes 7-10 business days to complete.

If you have questions about the amount of your refund, you should contact the Office of Financial Assistance and Education at aidtalk@umaryland.edu or 410-706-7347.

I want my refund sent to my own bank account. What do I need to do?

  1. The URL you use to start the refund method selection process is: https://umbaltimore.higheroneaccount.com.

  2. Click the “Get Started” box, enter your 16 digit card number from the front of your “MyOneCard” and click “Continue."

  3. The next screens will ask you to enter the security code from the back of the card; last four digits of your SSN; and your date of birth (If you don’t have an SSN, please call 410-706-8357)

  4. You will next be prompted to create a log in and password using your email address. At the end of these screens, you will click “Continue."

  5. If you select “ACH to a Third Party Bank Account," click “Next.” After the disclosures, click “Next Step – Complete Setup.” 

  6. You next have to fill out a range of personal data fields.

  7. You will then be asked to enter your ACH Account information a) bank name; b) routing number; c) checking or savings; and d) your account number (If you have a check, it contains all the information you’ll need).

  8. Your information now appears on an ACH Form that needs to be a) printed, b) signed by you, and c) sent to HigherOne. You can upload, fax, or mail it yourself or you can drop it off at Student Accounts, 2nd floor of the HSHS Library and they will send it to HigherOne for you.

  9. On the final screen, you must decline to open the OneAccount.

How can I tell if Higher One received the ACH form I submitted so that my refund can be quickly disbursed to my existing bank account?

You can determine if your ACH form has been received by visiting https://umbaltimore.higheroneaccount.com and logging into your profile using your primary email address and password. Choose "Refund Status & History" from the menu listed under the "Financial Refunds" tab. A new page displays the status of your refund and provides a history of your refund preference. A short explanation of each status is provided in the sub-menu titled "What Does My Refund Status Mean?"

An ACH form has either not been received or has been rejected if the following message is displayed; "Awaiting ACH Form." Upon receipt of a completed ACH form, refund recipients will receive a customized email notification regarding its status. If you have mailed one in, you should contact HigherOne’s Customer Service at 1-877-327-9515. Representatives are available between 8 a.m. and 8 p.m. EST (Monday to Friday).

My bank has no record of Higher One’s ACH transaction. Where is my refund?

It usually takes about 1-2 business days for an ACH transaction to be processed and made available from the recipient bank. The first step is to confirm that your refund was processed and submitted to the third party bank as requested. You may do so by visiting https://umbaltimore.higheroneaccount.com and logging into your profile using your primary email address and password. Choose "Refund Status & History" from the menu listed under the "Financial Refunds" tab. A new page displays the status of your refund and provides a history of your refund preference. A short explanation of each status is provided in the sub-menu titled "What Does My Refund Status Mean?"

If it appears that the refund was submitted and has still not been received by your bank please call Higher One Customer Service between 8 a.m. and 8 p.m. EST (Monday to Friday) 1-877-327-9515.

How do I verify my refund has been processed?

You may check on the status of your refund by logging into your HigherOne online profile using your email address and password. In the sub-menu listed under the "Financial Refunds" tab, select "Refund Status & History." A new page displays the status of your refund and provides a history of your refund preference. A short explanation of each status is provided in the sub-menu titled "What Does My Refund Status Mean?"

You can also stay informed about the status of your refund by signing up for Mobile Alerts through which you can personalize your preferences by opting to receive "Refund Status Alerts." If your mobile phone accepts text messages, changes to your refund status and preference will be automatically sent to the mobile phone number listed on your profile. Remember to update and confirm any mobile phone number changes you make in the future. 

How can I change my preference for receiving refunds?

You have the ability to change your refund preference by logging into your profile and selecting "Refund Preferences" from the menu listed under the "Financial Refunds" tab of your homepage. Using the appropriate radio button, select your preferred refund delivery method and do not forget to click the "Update Preference" button to complete the process. Changes to your refund preference only affects future refunds and does not affect refunds that have already been disbursed.

Once I make my refund method selection, do I need to retain the “MyOneCard?”

Yes, you should keep the card in a safe place.  Should you desire, at a later time, to change your refund selection method and/or if you need a password reset, you will need your 16 digit card number and pin number from the back of the card.  If you misplace your Card, a $20.00 replacement fee will be charged to your tuition account.

I am experiencing problems getting started

Please find listed below, a check list of factors to consider if you encounter problems activating your refund card. If you continue to experience difficulties after going through this check list, please contact the Higher One Customer Service between 8 a.m. and 8 p.m. EST (Monday to Friday) at 877 327-9515.

YOUR DATE OF BIRTH AND/OR SSN DIFFERS FROM THE RECORD ON FILE OR IF YOU DO NOT HAVE A SOCIAL SECURITY NUMBER 
Please contact Student Accounting at DL-BFRefundChoice@umaryland.edu or 410-706-8357 to be assigned a unique password to access the system. To update your official UMB record you will need to contact the Office of the Registrar orr@umaryland.edu or 410-706-7480.

ENTER YOUR NAME AS INDICATED ON THE CARD
For security purposes, the activation process requires the entry of information as it is appears on your card (even if your name is misspelled). Pay close attention to blank spaces and punctuation.

BE SURE TO ENTER THE 3-DIGIT SECURITY CODE (CVV2)
This is the italicized 3-digit number (after the 4-digit number) in the signature panel of your card. The signature panel is located beneath the magnetic strip on the back of your card.

REPLACEMENT CARD
The activation of a replacement card is performed within the normal OneAccount program web site listed on the back of the card. Log into your OneAccount using your email address and password. Select "Card Status" from the "Profile" tab listed on your account's homepage. Enter the relevant information in the text box provided and click "Activate" to complete the process.

YOUR WEB BROWSER MAY BE SET TO MAXIMIZE PRIVACY

Your web browser may be configured not to accept "cookies." This prevents certain web sites from tracking your behavior. Most web browsers are set to enable cookies because disabling them may limit some of their functionality. A cookie is a bit of information that is stored on your computer and is often used to help make web browsing more secure and personalized. Cookies should be enabled to activate your card. It is important to note that technical support for the configuration of web browsers is not within the scope of services we offer. As such, please consult your web browser's 'Help' files for more information about enabling cookies.

TOO MANY FAILED ATTEMPTS
As a security measure, your profile will be locked after more than five (5) failed attempts to activate your card. Please contact Customer Service (between 8 a.m. and 8 p.m. EST - Monday to Friday) 1-877-327-9515 to reset your profile.

PAGE UNAVAILABLE
This error message can be triggered by network errors and computer configurations. If you do not encounter the same problem with other web sites, it may be possible that your browser is not a sufficiently recent version to access the Higher One web site; and requires an upgrade. Browser upgrades can frequently be downloaded online.

APPLICATION UNAVAILABLE
You may have received this message if your activation was performed during the early hours of the day (2 a.m. - 4 a.m. CT; 1 a.m. - 3 a.m. ET). Please try again later.

MISSING OR INACCURATE UID

Your UID is the student identification number assigned by UM. When prompted, please enter this unique identifier which is the last four (4) digits of your SSN. If you get an error message saying “Cannot Authenticate," please contact Student Accounting DL-BFRefundChoice@umaryland.edu or 410-706-8357 to have your account reset.

Your card will be active within one business day after completing the activation process.

I do not wish to have this card activated. I do not want a banking relationship with Higher One. What are my options?

UM is not requiring you to open a checking or banking account with anyone. We are only requiring that you choose the manner in which you would like a refund disbursed to you. To simplify things, we are asking all students to make a selection regardless of whether they are currently eligible for a refund. The three options are:

  1. ACH - Students can elect a rapid electronic transfer of the entire UM refund amount to their existing bank account via ACH (Automatic Clearing House) (ACH is similar to payroll direct deposit).

  2. “OneAccount” - Students can (but are not required to) elect to create a banking relationship with UM’s refund processor, HigherOne. This option requires that a student deposit the entire refund amount into a bank account affiliated with Higher One which Higher One calls a “OneAccount.” The student can then access the funds by using the “MyOneCard” as a credit/debit card.

  3. Paper Check - Students can elect to receive a paper check which will be sent to the current address that is listed in SURFS.

I forgot my password and I am having trouble logging into my account. How can I reset it?

Passwords can be reset online or by contacting Customer Service between 8 a.m. and 8 p.m. EST (Monday to Friday) at 1-877-327-9515.

Online:

  1. Visit the HigherOne homepage at https://umbaltimore.higheroneaccount.com. Click the link titled "Reset Password." This link is directly located under the "Log In" button.

  2. Enter your email address in the new page that unfolds and hit "Submit."

  3. Enter and confirm the relevant cardholder information in the text boxes provided. The first part of the 8 digit password is immediately provided; and the second part (remaining 4 digits) is emailed to your primary email address on profile. Retrieve the second part of this password by accessing your email address, and proceed to the next step.

  4. Log in to your online profile using your email address and the entire 8 digit password.

  5. You may proceed by establishing a password of your own choosing. To do this, select "Password/PIN" under the "Profile" tab. The "Profile" tab is located at the top portion of your profile's homepage.

  6. In the appropriate field, enter your 8 digit password and the password of your choosing in the new password field. Hit "Change" to complete the changes.

Telephone:

  1. Contact the Customer Service at 1-877-327-9515. Unless the card is reported lost/stolen, you will be required to provide the 16 digit card number.

  2. A representative would then assist you with Step 1 through 3. For security reasons, Customer Service representatives will be unable to perform actions beyond Step 3.

Please Note: For security reasons, access to your online profile will be suspended for a period 24 hours whenever an incorrect username and/or password is entered three (3) successive times on any given day. A password reset is required to gain online access after 24 hours.

If you require access to your account before the 24 hours waiting period, please contact Customer Service at 1-877-327-9515 between 8 a.m. and 8 p.m. EST (Monday to Friday).

How do I go about changing my password?

You may change your password by completing the following steps:

  1. Log into your profile using your email address and current password.

  2. From your homepage, select "Password/PIN" from the menu listed under the "Profile" tab.

  3. Enter your current password in the text box provided for "Current Password."

  4. Enter and confirm your new password in the relevant text boxes.

  5. Click the "Change" button to complete and submit the change.

Can I request part of my refund to be disbursed one way, say by paper check, and the remainder by a second way such as ACH?  

HigherOne is unable to disburse refunds using more than one method.

My refund has been requested in my SURFS account; when will it actually become available to me?

Title IV Federal regulation requires that loan refunds be received by the student within fourteen (14) days. UM strives to have this time shortened to 7-10 days. The refund file (list of all students expecting refunds) is generated and sent to HigherOne. The refunds will be disbursed to students when HigherOne receives the wire transfer from the State of Maryland Office of the Treasurer. This is typically four (4) business days after the file is generated.   

The refund preference you selected will determine when your funds are available. If you selected to open the “OneAccount” and use the “MyOneCard," the funds will be available the same day after HigherOne receives the wire transfer from the state. If you selected to have the funds routed to an outside bank account via ACH wire transfer, the funds will be available in 1-2 business days after HigherOne receives the wire transfer from the state. If you selected the option of a paper check, the check will be mailed from HigherOne the next business day to the address on file after HigherOne receives the wire transfer from the state (allow 5-7 business days to reach you).

For this reason, HigherOne advises refund recipients to rely heavily on the email notification that is automatically sent out to the student when the refund is disbursed. Please keep in mind that HigherOne does not recognize any refunds until the entire process above is completed. Therefore, if you call HigherOne before they receive the wire transfer from the state, they will not see a refund in process for you but it doesn’t mean that there is not one.

You can also stay informed about the status of your refund by signing up for Mobile Alerts. With Mobile Alerts, you can personalize your preferences by opting to receive "Refund Status Alerts." If your mobile phone accepts text messages, changes to your refund status and preference will be automatically sent to the mobile phone number listed on your profile.