Frequently Asked Questions (FAQ)

Question

Answer

1. What do I do if my ID card is lost?

To replace a lost ID card:

• If the cardholder has an open TigerStripe Account or Paw Points Account, they will need to contact our office, or go to our website and suspend the card as soon as possible. This will prevent anyone from using your money or your meal plan. Please call our office to do so. 864-656-0763.
• You will come to the Tiger 1 Office on the first floor of Fike Recreation Center, and will need to bring a picture id such as your driver's license or state identification card with you.
• The fee for a lost id card to be replaced is $20.00 and must be paid at the time the card is made.
• You can have a new picture taken at that time if you would like.
• We accept the following forms of payment in person at the Tiger 1 Card Office: cash, check, money order, traveler's check, MasterCard, Visa, Discover, and TigerStripe.
• If you have previously lost your id and had it replaced and then lose the new one, if you find the old card it CANNOT be reinstated. Once a card is out of the system, then it is out and cannot be reactivated again.

2. What do I do if my ID card is stolen?

To replace a stolen id card:

• If the cardholder has an open TigerStripe Account or Paw Points Account, they will need to contact our office, or go to our website and suspend the card as soon as possible. This will prevent anyone from using your money or your meal plan. Please call our office to do so. 864-656-0763.
• We recommend that you report it as stolen to the police as soon as possible, and bring your police report with you to our office.
• You will come to the Tiger 1 Office on the first floor of Fike Recreation Center and need to bring a picture id with you
• The fee for a lost id card to be replaced is $20.00 without a police report, or $10.00 with a police report listing your ID as stolen.
• We accept the following forms of payment in person at the Tiger 1 Card Office: cash, check, money order, traveler's check, MasterCard, Visa, Discover and TigerStripe.

3. What do I do if I lost my card and suspended it online, but later found it?

If you have suspended your card online, or called our office to have your card suspended, and then later find your card:

• You will need to come to our office with a picture id and your student id to have your accounts released and the card reinstated.
• This CANNOT be done by phone.
• This is for your own protection as anyone could call and say they are you and found the card and want it reactivated. Then they could take your money.

4. What do I do if my card is damaged, cracked, and not working?

If your id card has become damaged and no longer works, then you can bring it to the Tiger 1 office for a replacement.
Pricing for replacement of damaged ID's are as follows:

• If the Prox is bad (the wire inside the card used for accessing buildings) then the card is replaced free of charge, but only if it stops working and there is no damage to the card. We can check this here in our office.
• Physical damage (such as broken, cracked, or bent cards) is replaced for $10.00 if you bring some part of the card to the office.
• Normal wear and tear from usage (if you have had the card for 4+ years and it is just worn out and no longer working) is replaced free of charge.
• Worn out cards that are no longer readable on the face of the card, the image and or number are no longer visible, are replaced free of charge. That is unless it was damaged due to vandalism or not taking proper care of the card, in which case it will be replaced for $10.00.
• We accept the following forms of payment in person at the Tiger 1 Card Office: cash, check, money order, traveler's check, MasterCard, Visa, Discover and TigerStripe.

5. I have graduated from Clemson University and no longer want to receive emails from Tiger 1 about web statements.

In order to stop receiving the monthly TigerStripe account web statement email message you will need to close your TigerStripe Account.

• This is done by going to the Tiger1 website and submitting your information. The link to the page is: /studentaffairs/tiger1/accountClose/. You will need to login and then follow the instructions on the page.
• If you are on campus, you can also come by the Tiger1 office to permanently close your account. We will have you fill out a form and sign it.
• Any money remaining on your TigerStripe account over $5.00 will be refunded to you in the form of a check issued by the Bursar's Office. It will take 4 to 6 weeks before you will receive the check.
• Anything less than $5.00 will be donated to a university scholarship fund and is not kept by our office.

Once your account is closed, you will no longer receive the emails about monthly web statements.

6. I am trying to deposit funds online, but it will not let me and says that I have no open accounts, what do I do?

Opening your account:

As you begin the registration process with the online card office you will see a message telling you to contact the Tiger 1 Office to open your account. You will not be able to access or view your account online, or deposit funds online until you do this. Registering on the Online Card Office will not open the TigerStripe account. This can only be done here at the office.

• You can call (864) 656-0763 and say that you need to open a TigerStripe account.
• You will give the person your student id number and your name
• Our office will automatically open your TigerStripe and Paw Points accounts for you at that time.

7. I received 2 email receipts when making a deposit online, does this mean that the amount was deposited twice?

Anytime you make a deposit, you will receive two emails. They are exactly alike. One is considered a pre-notification and the other is a post notification. If your deposit goes right thru with no problems, then you will receive the emails simultaneously. However, the money was only deposited once into the account. If you do not receive these confirmation emails, then there is a chance that your deposit has not gone thru.

8. How can my parents deposit money into my TigerStripe Account?

This feature is currently down. We are working with System Engineers to fix the problem. In the interim, please call the Tiger 1 Card Office during normal business hours to make a deposit over the phone.

9. What is the difference between Paw Points and TigerStripe?

Paw Points are for use only on campus at facilities operated by Dining Services. Paw Points cannot be used to purchase books, do laundry, in vending machines, or at any off campus location. They are only used to purchase food or other items available within the Dining Services restaurants or cafeterias (i.e. Paw Mart, Chili's Two, Fernow Street Cafe, East Side Food Court, etc) Paw Points can be used to purchase meals at Schilleter, Harcombe, or Clemson House as well.

When making a purchase at a Dining Service operated facility, the cashier will run the card for Paw Points first automatically. If there is no balance on Paw Points, then it will automatically withdraw from TigerStripe. Any Paw Points in the account will roll forward from semester to semester until they are all used up, but cannot be refunded upon graduation.

Paw Points are included with any plus meal plan purchase you make, but can also be purchased separately at the Tiger 1 Card Office.

Depositing Funds into your Paw Points account:

By mailing a check to:
Tiger 1 Card Office
Clemson University
Box 344059
Clemson, SC 29634-4059

(include the student ID number on the check and designate that it is for Paw Points)

At the Tiger 1 Office: Located on the 1st floor of Fike Recreation Center. You will fill out a deposit slip and give your payment to the cashier. Purchases may be made as follows: Using cash, check, money order, traveler's checks, MasterCard, Visa, or Discover Card.

By Phoning Tiger 1: Call (864) 656-0763 Say you would like to purchase Optional Paw Points. This can be done by credit card only.

You do receive a discount for purchasing Optional Paw Points:

10. What do I need to do if I am withdrawing or transferring from Clemson and want to close my account and have my account balance refunded to me?

This is done by going to the Tiger1 website and submitting your information. The link to the page is: http://tiger1.clemson.edu/accountClose/. You will need to login and then follow the instructions on the page.

If you are on campus, you can also come by the Tiger1 office to permanently close your account. We will have you fill out a form and sign it.

Any money remaining on your TigerStripe account over $5.00 will be refunded to you in the form of a check issued by the Bursar's Office, or direct deposited if you have that feature set up with them. It will take 4 to 6 weeks before you will receive the check. Anything less than $5.00 will be donated to a university scholarship fund and is not kept by our office.

11. If I am leaving Clemson due to a medical withdrawal, what do I need to do to get the balance on my TigerStripe account refunded?

If you are formally withdrawing from the university, then this process is taken care of for you once you notify the appropriate office (Office of Undergraduate Services) that you are withdrawing. Your account will be closed during the process and any refundable amounts will be issued all at once as a check from the Bursar's Office. Any specific questions related to the withdrawal process can be directed to the Office of Undergraduate Services at 656-3022.

12. I requested that my TigerStripe account be closed, but I have not received a check in the mail for my refund and it has been more than 4 to 6 weeks. Who do I need to contact about this?

This is handled thru the Office of Revenue and Receivables (Bursar's Office). You will need to call their main customer service line at 656-1369 for more information about your refund status. Tiger 1 does not have this information.

13. I added a deposit as part of my fees to my university bill, but the money has not shown up in my account. Why have I not received it and when will I?

Any money added to your university bill will be automatically downloaded into your account at the beginning of the semester. The funds are not immediately available when you pay the bill. If you do not receive the money by the start of classes for that semester, then you will need to contact Student Financial Services at (864) 656-5592 to find out why.

If you need money on your account immediately, then you will need to make a deposit directly rather than going thru the university bill option, as this cannot be sped up to get the money any sooner.

14. I want to cancel or change my meal plan, what do I need to do?

Meal plan drops or changes can only be done in person at the Tiger 1 Card Office.

• There is a $35 fee for dropping or changing your meal plan.
• You will need to bring your student ID with you.
• If you are upgrading to a more expensive meal plan, then you will need to bring payment for the difference in prices with you. This must be paid at the time the change is made.
• We accept the following forms of payment in person at the Tiger 1 Card Office: cash, check, money order, traveler's check, MasterCard, Visa, Discover and TigerStripe.
• Depending on how busy we are at the office, the process usually only takes about 5 minutes.
• This can only be done on the following dates for the Spring 2010 semester: Tuesday January 19th, Thursday January 21st, Monday, January 25th, and Wednesday, Wednesday January 27th

Refundable amounts can be deposited into your TigerStripe account, direct deposited by the Bursar's Office if you have set up direct deposit, or issued as a refund from the University that will be mailed as a check to your permanent address on your student record. You cannot get cash back for your meal plan at the time you drop it.

15. If I drop or change meal plans how much money will I get back?

This varies from plan to plan and at what point in the semester we are at. Meal plans get pro-rated weekly so as the semester progresses you will get less back. Also, the amount depends on what meal plan you are changing to or from.

16. How do I get cash off of my TigerStripe account?

You cannot get cash back off of your TigerStripe account at any time.

17. Why can't I see all of my purchases for this month online?

The recent transaction history only shows the past 3 to 5 days of card activity. You will not be able to see the full month until the web statement for that month is released. This does not happen until the month is over, and you will receive an email notifying you it is available for viewing. You can also request a print out of this information for any time period you designate by coming to the Tiger 1 Office located in the lobby of Fike Recreation Center.

18. If I find an error on my statement or recent transactions, what do I do?

You will go directly to the location where you were charged the wrong amount and ask to speak to the manager. If you have the receipt that is best, but if you do not have a receipt, then you can take a copy of your web statement or recent transactions to show the manager. If you need a copy of your transaction history to take with you, then you can come to the Tiger 1 Office and request a copy. We will print out a log recall which will show all of your card activity for whatever time period you specify. However, keep in mind that it does not show a detailed listing of each item you purchased, just a total amount.

19. Why can parents not get a balance on the student's account?

The accounts, balances, and uses, are that of the student and as such is their private information. It is treated just as the student's grades, and is therefore not revealed to anyone except the cardholder. If the cardholder wants to share that information with their parents or friends, then they may do so directly. According to the Family Educational Rights and Privacy Act we are unable to share this information. The law is designed to protect the privacy of the student. Also, this is a University Policy that must be followed.

20. How do I get my Clemson ID card made if I am an enrolled student, but am not taking classes at the main Clemson University campus or attend night classes?

We have a couple of locations for Distance Learning students where you can go and have your picture made for your ID card. These contacts know the proper procedure and what you will need to do. If for some reason these options still do not apply to you, then you will need to contact the Tiger 1 Office directly.

If you are located in the Upstate region of South Carolina and cannot get into our office during regular hours (Monday thru Friday between 8am and 4:30pm), then you can contact the appropriate person for your program from the following list.

Hillarie L. Brown
Student Program Coordinator
RN-BS & Graduate Programs
Clemson University School of Nursing
University Center of Greenville, Suite B-5
225 S. Pleasantburg Drive
Greenville, SC  29607
Phone: 864-250-6702
Fax: 864-250-6711
Email: hillari@clemson.edu
 

Patrick R. Harris
Student Program Coordinator
RN-BS & Graduate Programs
Clemson University School of Nursing
Phone: 864-250-8881
Fax: 864-250-6711
Email: pharri4@clemson.edu

Claire Cappio
Off Campus Academic Programs
University Center of Greenville
225 S. Pleasantburg Drive
Greenville, SC 29607
Phone: 864-250-8880
FAX: 864-250-8889
Email: cappio@clemson.edu


If you are located in the Charleston Area, then you will need to contact:

Mary Martin Walker
Administrative Assistant
Clemson Architecture Center
20 Franklin Street
Charleston, SC 29401
843-723-1747
Email: mwalke2@clemson.edu

21. How long will my TigerStripe account remain active after I graduate?

TigerStripe and Paw Points accounts will remain active until there has been 18 months of inactivity on the card. At that time, any remaining balance will be withdrawn and the account will be closed. The balance will be deposited into a scholarship fund here on campus.

22. I used my TigerStripe card in a vending machine and it did not dispense my purchase, but charged my card. How can I get a refund?

If you look on the front of the machine, you will see a sign that says Clemson University Refund Locations. These locations are Clemson House dining cashier, Corner Stop, Fernow Street Cafe cashier, G-06 Sikes Hall, Lehotsky room 132, Paw Mart, Snax & Stax.

23. How can I have an international student identity card (ISIC) made?

ISIC cards can be made here at the Tiger 1 Office.

• You will need to bring a passport sized photograph with you when you come to the office as well as one form of picture id such as your driver's license.
• We have a standard application that you will fill out, and the cost for having the ID produced is $22.
• We accept the following forms of payment in person at the Tiger 1 Card Office: cash, check, money order, traveler's check, MasterCard, Visa, Discover and TigerStripe.
• The process typically takes about 5 - 10 minutes to complete, and you will have your card to take with you when you leave.

24. I made a mistake when depositing money into my TigerStripe account online. How can I get my money back?

It is our policy that once money is deposited into TigerStripe, then it cannot be withdrawn until you either withdraw or graduate from the university. However, we do understand that sometimes mistakes are made. It is imperative that you contact us as soon as possible, preferably as soon as the error is made so that it occurs in the same business day, and we will work with you to credit back the money. However, keep in mind that once we credit it back to the account it is still kept on hold with your bank as they process it. It could take up to 72 business hours before that money is credited back to your account. Therefore, it is imperative that you be careful to enter the correct amounts when you are making an online deposit.

25. If I have a credit on my university bill, can it be transferred to my TigerStripe account?

Yes, the credit balance on your bill can be transferred into your TigerStripe account. We can do that for you here at Tiger 1 during the first week of classes, or you can contact the Bursar's Office in Sikes Hall to have this done for you at any time.

26. My group wants to accept TigerStripe for a fund raiser we are having, what do we need to do to get a reader?

You will need to go online to the reader request page, available at: http://tiger1.clemson.edu/readerRequest/. Follow the instructions and be sure to complete the form completely or it will not be accepted.

You can check for reader availability by scrolling down on the request page and clicking on the calendar date that you want. If it does not show a reader available on the date you want, then there is no need to fill out the request form.