Customer Experience (KF)
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Recent activity by Customer Experience (KF)-
I am having an issue activating my card
Once you’ve received your card, there’s two ways to activate it: From the App:Navigate to the Wallet tab.Tap Activate Card on the "Your card is on the way!" banner. If you are unable to locate this...
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I haven't received my card
If you never received your card in the mail or you are ordering your first personalized card, you will want to select the Lost Card option.Navigate to the "Wallet" tab in our app.Tap the three dots...
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How long will it take for my card to arrive after I order it?
Once you’ve ordered your card in the Branch App, it takes 8–12 business days for the card to arrive once it has been ordered (not including weekends). Keep a close eye on your mail—the card is deli...
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I was denied from creating a Branch account and I would like to reapply
After you have completed your background check, you will be prompted to select a payment method between Branch Direct and Branch Wallet. If you selected “Branch Wallet,” you will be prompted to com...
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I received an account closure notice
If you received an account closure notice, this means your Branch account will close in 30 days. Accounts that have been inactive for 18 months are automatically closed.During the 30-day timeframe,...
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I need to update my phone number
Ensuring the correct phone number is listed on your account is mandatory for login access. If you need to update your phone number, please follow these steps: Updating your phone number if you’re l...
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I am having issues logging in
If you’re unable to access your account with your current 6-digit passcode, please follow these instructions to reset your passcode and secure your account:Resetting your passcode while logged out:...
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I am not receiving the text code to log in
If you are not receiving the text code to log in, please follow these steps to ensure you can receive the verification texts:TroubleshootEnsure you're entering only the 10 digits of your phone numb...
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I forgot my passcode or other login information
If you’re unable to access your account with your current 6-digit passcode, please follow these instructions to reset your passcode and secure your account:Resetting your passcode while logged out:...
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How do I add my card to Google/Apple Pay
Would you like to add your card to Google or Apply Pay for an unmatched convenience? Use tap-to-pay for a faster and safer payment process! Follow these steps: 1. Navigate to the Wallet tab2. Tap t...