THE GENERAL SERVICES ADMINISTRATION FLEET,
TRAVEL AND PURCHASE CARD SERVICES MASTER
CONTRACT (GSA SMARTPAY)
Effective November 29, 1998, the Federal Government’s I.M.P.A.C purchase cards,
American Express travel accounts and Wright Express fleet cards expired. Agencies have
transitioned to the GSA SmartPay program for fleet, travel and purchase card services
with new card providers. Please keep in mind these questions and answers are general in
nature. Cardholders are reminded to contact their assigned Agency/Organization Program
Coordinator (A/OPC) for policies and procedures specific to their agencies' card program.
SECTION A. GENERAL QUESTIONS ON THE FLEET, TRAVEL AND
Question: What Bank will provide Fleet, Travel, and or Purchase cards to my
GSA awarded 5 contracts: Citibank, First Chicago, NationsBank, Mellon Bank
and U.S. Bank. Under the new GSA SmartPay program, agencies have selected
one or more contractors to provide its fleet, travel and purchase card services.
See “Task Order Awards” to determine which bank(s) your agency has selected.
Question: Whom can I contact for additional information specific to my
agency/organization's card program, policies and procedures?
Contact your A/OPC for details regarding the card program, policies, and
Question: How do I contact customer service at the bank?
Citibank 1-800-790-7206 or (904)954-7850 (Outside
First National Bank of Chicago 1-888-297-0781
U.S. Bank 1-800-227-6736
1-888-994-6722 (HHS Travel cards and
DoD Purchase cards only)
Mellon Bank 1-800-424-3004
Question: What do I do if I don't receive a new card?
Contact your Agency/Organization’s Program Coordinator (A/OPC).
Question: How do I activate the new card(s)?
Generally, you will activate your card by touch-tone telephone. Instructions for
activation will accompany the cards.
Question: What do I do if my new card doesn't work?
1. Some cards need to be activated. Check to determine if your card needs
2. If your transaction is declined at the point of sale, check to make sure that you
have not exceeded spending limits imposed by your agency.
3. Make sure the merchant you are dealing with accepts the brand of your new
4. If you have activated your card and it does not work at the point of sale,
contact your A/OPC and/or call the toll-free number on the back of the card.
Question: What should I do with the old travel or purchase or fleet card?
You should cut them in half and destroy them, unless otherwise directed by your
Agency/Organization Program Coordinator. DO NOT SEND THEM BACK TO
Question: How long will I have to settle my American Express and IMPAC and
Wright Express accounts after expiration of the contract with GSA on November
Payment on charges made with the American Express travel card is due upon
receipt. Outstanding balances are due even though your account has been closed.
Payments on charges made with the IMPAC and Wright Express cards are made
by your agency/organization. It is critical that you reconcile your account in
accordance with your agency/organization's procedures to facilitate contract
Question: What training or training materials are available under with the new
Training and/or training materials will be provided by your A/OPC. All
Cardholders will receive a Cardholder Guide which will cover a wide range of
subjects including card issuance, proper use of the card, and statement
reconciliation. In addition, cardholders will be trained on the use of electronic
access systems, as appropriate. Training materials will be available in a variety of
formats to include hardcopy and electronic media, as determined appropriate by
Question: Will I be able to make the same types of purchases I've have made in the
past with various types of merchants?
Yes, within any limitations designated by your agency/organization. Any
merchant you have done business with in the past will continue to accept the
government issued cards. Generally, merchants that accept Visa will also accept
MasterCard. Both the Visa and MasterCard brands provide worldwide
acceptability at over 15 million locations.
Question: How can merchants find out additional information if they have
Merchants can be referred to “Business Interests” at the GSA SmartPay website
for additional program information: http://pub.gsa.gov/services/gsa-smartpay.
SECTION B. QUESTIONS PERTAINING TO THE PURCHASE CARD
Question: I have a GSA IMPAC card and IMPAC convenience checks. What
should I do with the old checks and what must I do to get checks under the new
Coordinate with your A/OPC as to the proper handling of convenience checks
issued against your current purchase card and the availability of convenience
checks under your new card provider.
Question: I have read that IMPAC cards and convenience checks cannot be used
after November 29th. What will happen if I have to use a convenience check on
Convenience checks written after November 29, 1998 will be returned to the
merchant unpaid. Merchants may incur charges due to insufficient funds for
checks presented after November 29th.
Question: As a cardholder what will happen if I make a purchase prior to
November 30 that is not shipped until later? Will these transactions be charged to
my IMPAC account?
These transactions should not be charged to your IMPAC account but should b e
charged to your new account. Special arrangements should be made with the
merchant for those items that are on back order. Cardholders should notify the
merchant to charge the purchase to the new account under the new purchase card
when the items are shipped.
As a cardholder, notify the merchants you do business with of your new account
number. Don't forget to tell those merchants that automatically bill you for
recurring charges and expenses (e.g., online services and subscriptions, monthly
maintenance fees, etc.).
SECTION C. QUESTIONS PERTAINING TO THE TRAVEL CARD
Question: What charge card should be used to charge transportation tickets, hotels
and meals while on official government travel?
Effective November 30, 1998, federal employees incurring travel expenses will
use either a Visa or MasterCard for payment of these expenses. The type of card
issued to you will depend on the selection of card provider and brand (Visa versus
MasterCard) made by your agency.
Question: Will I be able to use the same Personal Identification Number (PIN)
number that I currently have with American Express?
No. If you are authorized by your agency to have ATM access, you will be issued
new PIN numbers from your new travel card service provider. After initial PIN
issuance, some contractors may allow you to self-select your PIN.
Make sure that you are requesting the appropriate transaction type at the ATM.
For Visa and MasterCard, requests should be for “credit” transaction type. If you
continue to experience problems, contact customer service at your bank.
Question: Do I need to complete a new cardholder application?
No. When you receive your new card, a new cardholder agreement will be
included with the card. Each cardholder is required to sign this agreement and
mail it back to their bank. If you have not signed the agreement, please sign and
return immediately. If you did not receive an agreement or if you cannot locate
the agreement, a second agreement for your signature will be issued by your bank.
Please sign and return the agreement immediately. If an agreement is not
received, your account could eventually be cancelled.
SECTION D. QUESTIONS PERTAINING TO THE FLEET CARD
Question: If my agency leases vehicles through GSA's IFMS, do I have to do
anything to get a new card?
No. IFMS has issued new cards for their vehicles.
Question: What brand of fleet card will I have?
The new fleet card will either be a Voyager card or a MasterCard. Brand
decisions are made by your A/OPC.
Question: Who can I talk to if I have questions?
Contact your fleet manager or your A/OPC.
Question: Do I have still have to enter my odometer or PIN number?
Yes. Your fleet manager or your A/OPC can give you further instructions.
Question: What is my PIN number?
Contact your fleet manager or your A/OPC for your PIN number.
Question: What do I do if the service station does not accept the card brand?
1. If you have already pumped the gas, you should have the merchant call the toll free
number on the back of the card for further instructions.
2. If the above doesn't apply, contact your fleet manager or your A/OPC.