Travel Charge Card Transition FAQs
The following are frequently asked questions (FAQs) to assist U.S. Department of Health and Human Services (HHS) charge cardholders during the transition from their current government-issued travel cards to their new government-issued travel cards from Citibank, effective November 30, 2018.
For general questions about the transition, please contact your Agency/Organization Program Coordinator (A/OPC) or Operating Division (OpDiv) Lead Federal Agency Travel Administrator (FATA).
If you have not received your new travel card by November 9, 2018, please call Citibank at (800)-790-7206 or contact your A/OPC.
Do not destroy your current travel card issued by JPMorgan Chase when you receive your new Citibank card. You will need your current JPMorgan Chase card until November 30, 2018, to make travel purchases prior to and to dispute any transactions after the cutover date of November 30, 2018.
Note: Activation instructions will be provided upon card delivery. Go to question, "How do I activate my new card?" for additional activation instructions.
If you did not verify and/or update your information with JPMorgan Chase prior to October 25, 2018, or if you have not received your new card by November 9, 2018, please do one of the following:
- Call Citibank at (800)-790-7206
- Contact your A/OPC
When asked to enter the last four digits of your social security number or employee number, you will need to provide the last four digits of your social security number (SSN) for card activation (online and through the activation phone line).
You must select a four-digit Chip PIN before your card is activated. That Chip PIN will be used in the future for purchases. Please make sure you keep your PIN number in a safe place. Citibank will not store your Chip PIN. Be sure to do this before you use your new card for the first time. Activation is only required once.
Note: Although you may activate the travel card prior to November 30, 2018, it will not be usable until November 30, 2018, at 12:00 a.m. E. T. Activation instructions will be provided upon card delivery.
You can call JPMorgan Chase or go online to view your statement balance. Go to the Settings / Funds section, "How do I know what my travel card balance is?" question for more information about how to view and pay your statement balance.
On November 29, 2018, at 11:59 p.m., travel cards issued by JPMorgan Chase become inactive. Any charges to this card after this date and time will be declined.
Do not destroy your current travel card issued by JPMorgan Chase when you receive your new Citibank card. You will need your current JPMorgan Chase card until November 30, 2018, to make travel purchases prior to and to dispute any transactions after the cutover date.
Note: Cards should be activated immediately upon receipt. Follow the activation instructions provided on the card or see question, "I just received a JPMorgan Chase travel card for the first time. Am I still going to receive a new Citibank card due to the transition to the new bank?" for activation instructions. You also have the option of activating online.
I just received a travel card issued by JPMorgan Chase for the first time. Am I still going to receive a new travel card issued by JPMorgan Chase due to the transition to the new bank?
If you received a JPMorgan Chase card prior to October 25, 2018, you should receive a new travel card issued by Citibank by November 9, 2018. Use the travel card issued by JPMorgan Chase through November 29, 2018, and begin using the travel card issued by Citibank on November 30, 2018.
The expiration date on my travel card issued by JPMorgan Chase is after November 30, 2018. Does this mean I can still use it after the transition?
For any travel authorizations created or vouchers generated during this time, you will be responsible for paying your travel card bill in full to the bank(s). Please voucher within five (5) days of travel to receive timely reimbursement. This is a temporary reimbursement and payment process change during the bank transition. The current process, where the bank is paid directly by your OpDiv/StaffDiv or representative agency for allowable charges on the IBA travel card, will be on hold during this time.
For any new travel reservations created on or after January 1, 2019 the process where HHS pays the bank will resume, and you can use IBA as form of payment method on authorizations and vouchers. For all other authorizations created before January 1, 2019, you must still voucher to receive reimbursement to your personal account even after January 1, 2019.
The SmartPay® 3 (SP3) Program Office is hosting weekly Town Halls on Temporary Travel Changes from October through December 2018. Please join a Town Hall session if you are an HHS travel cardholder, travel arranger (including executive assistants), or FATA completing government-sponsored travel from October through December 2018. You will learn about the temporary changes to travel booking, submitting vouchers, and payment processes using HHS travel cards. Please email email@example.com to attend one of the weekly Town Hall sessions.
- Mondays at 1:30 p.m. E. T.
- Thursdays at 9:30 a.m. E.T.
Please note that you must still pay JPMorgan Chase even after the cutover date of November 29, 11:59 p.m. EST for travel reservations and charges made with your JPMorgan Chase card before the cutover.
You will pay your travel bill to Citibank for travel reservations and charges made using your Citibank card from November 30 to December 31, 2018.
Please note that you will still voucher out to your personal bank account and must pay JPMorgan Chase or Citibank after December 31, 2018, for any travel reservations created prior to December 31. For any new reservations created January 1 or after, the normal process where HHS pays the bank will resume, and you can voucher to your IBA account.
Please note that you may not begin using your Citibank travel card (IBA) until November 30, 2018, at 12:00 a.m. EST.
During this time, pay attention to your travel card statements and determine the correct bank to pay, either JPMorgan Chase or Citibank, depending on which card was used. You must pay the full amount due on card statements received.
Please consult with your financial office to determine if you must update your direct deposit information for receiving reimbursement.
When vouchering for your trip, the form of payment on your travel authorization may not match on your voucher.
Vouchering within five (5) days of travel is important during the bank transition for timely reimbursement.
Please see the SP3 Travel Playbook or contact your FATA for more information.
Ensure payment types in the documents you create (authorizations and vouchers) are not left blank during the transition. They should all show "personal."
If you require assistance or more information please consult with your OpDiv Lead FATA or see the SP3 Travel Playbook.
What do I do if I am booking travel before November 30, 2018, but the trip I am booking occurs after November 30, 2018?
You should use your travel card issued by JPMorgan Chase for booking the travel in ConcurGov or with the Travel Management Company (TMC); however, be sure to take your new travel card issued by Citibank on your trip and apply all purchases to the new travel card starting November 30, 2018.
Note: When vouchering for your trip, the form of payment used on the voucher may not match the form of payment on your authorization. Please see question, "How is the process of paying my travel card bill changing during the bank transition?" for additional information
You will need to physically check out with your new travel card issued by Citibank. As a best practice, you should change your billing information to the new travel card issued by Citibank at least one day prior to hotel checkout or car rental return.
Your OpDiv A/OPC and FATA will receive special guidance on handling the needs of travelers on ETDY and provide the address to Citibank if it was not updated by October 25, 2018 in the JPMorgan Chase PaymentNet system.
Settings / Funds FAQs
- For JPMorgan Chase
- Mail a check to JPMorgan Chase (P.O. Box 4473 Carol Stream, IL 60197-4473)
- Call (888) 297-0781
- Log into PaymentNet
For additional guidance on how to access PaymentNet, set up bank information, and set up one-time payments, please reference the Travel Charge Card FAQs.
Take care to voucher for travel on time and pay your remaining balance on your JPMorgan Chase card prior to November 29, 2018.
Note: You will need the last four digits of your HHS employee ID for verification when calling Citibank's customer service line about your card. Your employee ID can be found on the back of your HHS Personal Identification Verification (PIV) card or by contacting your OpDiv/StaffDiv.
Also note that, if you are an Office of the Inspector General (OIG) employee, the last four digits of your employee ID can be found on the ATA Welcome Screen. Commissioned Corps Officers with Common Access Cards (CAC) cards should contact their badging office (e.g., HHS Badging Office at (202) 205-5131 or Parklawn Badging Office at (301) 443-5533, Regional Area Manger (RAM), or Administrative Assistant (AA) to obtain their HHS employee IDs.
Charge Card Transition Resources
Travel Card Transition
Purchase Card Transition
Fleet Card Transition