Why didn’t I get my paycheck two days early/why hasn't my deposit posted yet?
We always post funds as soon as they are received by our bank. The timing of when your check posts depends entirely on when your employer sends the information to our bank. If they are sending that information 2 days early, then you will see the funds post 2 days early. This is why we say that users can receive their paychecks UP to 2 days early, but it is not a guarantee.
If you are certain you should have received a direct deposit, but it hasn't posted to your Branch Wallet. We recommend that you first reach out to your employer to ensure they had the correct account and routing number for you. Mistypes on these numbers are the most common reason why our users don't receive direct deposits as expected.
Why is my account locked?
There are a number of reasons your account could become locked, so please reach out to us through the Support section in the app, and we would be happy to look into that for you.
How can I access my funds?
There are a multiple different ways you can access funds from your Branch wallet! The first, and easiest, way to access your funds is by utilizing your Branch debit card. You can use the Branch card just like any other debit card, and this option is completely free. Your second option is to move funds to an external bank account for free, or to an external debit card for a small fee. You can also withdraw funds from an ATM. This is free at any Allpoint or CardTronics locations, but other ATMs may charge a small fee. Finally, you can also add your Branch card to Apple or Google pay through the Wallet Settings page.
How do I find an ATM?
You can get free ATM withdrawals at all Allpoint or CardTronics ATMs and there is an ATM locator in your Branch app! If you select the Move Funds option, you should then be able to select Find an ATM and you will be given directions to one of the free ATMs. Our card can be used with most ATMs, but just keep in mind that if it is not an Allpoint or CardTronics ATM there may be a fee associated with that withdrawal.
Can I cash a check using the app?
Unfortunately, at this time we are unable to cash checks directly through the Branch App, but there are some third party options that you can access through either the Google Play Store or Apple App store that can assist you with cashing a check. Please keep in mind that these are third party options and are not affiliated with Branch, so therefore we cannot guarantee the functionality of each third party option. In addition, there are a few store locations that we work with that can help you to load cash directly onto your Branch Card right at the register for a small fee. To find a retail location to load funds onto your card, please click here.
Why hasn’t my card come yet?
The Branch card typically takes 7-10 days to arrive and business days do not include weekends or holidays. If the card does not arrive within this time frame, please reach out to us through the Support section in the app or call us at 956-625-9896 (9am - 5pm CST Monday - Friday)
Why is my card being declined (in-store)?
If your card is being declined while you are attempting to make a purchase inside of a store, there are a few things that could be going on. The best first step to troubleshoot this issue is to make sure you are selecting Credit instead of Debit on the card reader machine. If you don't have a choice between the two, then try to skip the PIN entering step. If you try those options and are still having problems making a purchase, please reach out to us through the Support section in the app!
How can I access my paystubs?
Unfortunately, you cannot access your paystubs via the Branch app. We are not a payroll system, so you will need to reach out to your own leadership and they should be able to advise you how to find that information!