MetroHealth’s research department has updated our system for study payments and will no longer be utilizing the Clincard Greenphire system. All participants will now be paid on Rellevate reloadable debit cards. This tip sheet will serve to answer FAQs about Rellevate’s system.
How do I register and activate my card?
- A member of the research team will register your card for you using the following information: name, DOB, phone number, address, and email address (optional but recommended for use of the Rellevate mobile app).
- Participants will be responsible for activating their card. This must be done prior to using the card. There are multiple methods for activation. During each, you will be prompted to establish your personal identification number (PIN). Be sure to memorize this PIN: it is required for card use!
- If you provide your email address during registration, you will receive an automated email with a unique link to activate your card on the company site.
- You may also call the toll-free number listed on the card face to activate it.
- If necessary, a member of the research team can activate your card at your request.
How do I use my Rellevate card?
- Purchases: Once your card has been registered and activated, you are free to use your card wherever Mastercard debit cards are accepted worldwide.
- Checking card balance: You can check your card balance via the Rellevate app, website, or by calling the toll-free number on the card and selecting the appropriate prompt.
- Mobile app: You can access the mobile app (available at Apple Store or Google Play) using your personal information and card details. The app allows you to check your balance, review transactions, find in-network ATMs, or send money to other users.
Are there any fees associated with the card?
Unfortunately, fees are associated with the following actions. The MetroHealth team has no control over these charges, and cannot replace them once they are deducted:
- ATM withdrawals/balance inquiries: There is a $2.95 fee for in-network ATM use after the first two transactions or inquiries, and a $3.50 fee for any out-of-network ATM use.
- Instant send money: There is a $2.95 fee for sending money person-to-person.
- Inactivity: After 12 months with no transactions, a $2.95 fee is charged to the card balance.
What do I do if my card is lost, damaged, or stolen?
Contact the toll-free number on the card face to report any card issues. You may also contact research staff to replace your card and transfer available funds. This also applies for expired cards.
What if I still have my Greenphire Clincard? All Clincards will remain active until their specific expiration date. Because these dates vary, and fees are associated with periods of inactivity on Clincards, we encourage participants to use their remaining Clincard funds ASAP. Our team is unable to retrieve these funds once they are gone.
