Frequently Asked Questions

Anyone can open a Step account - there’s no age requirement! If you’re under 18, you’ll need a parent, guardian, or trusted adult to sponsor your account.

To create and access your own Step account, you need a mobile device and a unique phone number. We use your phone number to verify your account and make sure that only you can access your money. When you create or log in to an account, we'll send an SMS code to verify that your account is linked to the right mobile phone number. 

If you don’t have your own phone yet, your parent or guardian can create and manage an account for you right out of their own Step app! They'll need to create their own account first.

Only users over 18 are required to enter their SSN. Your Step account is an FDIC-insured and protected bank account. The government requires every bank to verify a customer’s identity before opening an account. We don't perform a credit check, but like most banks, we use your SSN to verify your identity.

We don’t do any inquiries against your credit history. When you first open your Step account as an adult, we ask for your SSN to verify your identity, but we don’t use it to run a credit check.

Create a Step username so it's easy for your friends to send you money! Here's how:

• Open your Step account and tap Profile in the bottom-right corner

• Tap Edit Account Information

• Tap Username and enter the username you want!

Your username should be 15 characters max. You can use letters and numbers, but special characters, such as hyphens or underscores, aren't allowed.

Yes! Once you create a Step account, you’ll receive your Virtual Step Card instantly. Your Virtual Step Card is a digital-only card with its own unique card number and details. You can use it online or add it to your mobile wallet to use in-store.

Step is a US banking service currently available to US residents. You’ll need to be in the US to create your account.

Once you have a Step account, if you're traveling internationally you can use your Step Visa Card anywhere VISA is accepted (which is almost everywhere!)

Step is a financial platform for the next generation. We'll get you started with your customized Step Visa Card and an account you can easily manage from your Step app. Save, spend, send money or invest, and start building credit history - even before you turn 18! With Smart Pay, your charges are paid for in full and on time. 

The catch? There is none - we want to see you thrive! There are no monthly fees, and your money is secure.

Step is not a bank. Step is a banking app built especially for teens and young adults starting their financial journeys. We like to think of ourselves as a mobile banking experience made up of an app, a Step account, and a Step Visa Card.

We make it easy to do the things you need most like deposit money through direct deposit or cash deposit, keep track of your spending, and send money to friends and family. We also help to build your credit history (without risk of overspending) before you turn 18. 

We provide bank-level security so you can be confident that your money and private info are safe and secure. Our banking products and services are provided through our partner, Evolve Bank & Trust, who has been an FDIC member since 1934.

There are no monthly, overdraft, minimum, or account management fees. Learn more.

Your Step account is insured up to $250,000 through our banking partner, Evolve Bank & Trust, Member FDIC. Learn more about FDIC insurance here.

Every purchase you make with your Step card is also protected by VISA's Zero Liability Policy, which means you'll never be responsible for charges you didn't authorize. Plus, we’ve built in bank-level security and data encryption so that your personal info and account are safe.

Unlike traditional banks who make money by charging you fees, Step makes money from ‘interchange’ fees paid by the merchant bank.

When you use your Step Card, card networks collect a service fee (kind of like a tax for the merchant charging your card), and Step gets a percentage of that fee. That means we don't have to rely on traditional fees and we can pass the savings on to you.

Absolutely! We use all of your feedback - good or bad - to make our products better. Bring it on, we're ready to listen. Start a chat with our support team or send an email to hello@step.com.

It’s important to establish positive credit early in your financial journey. Step helps you build a positive credit history just by using your Step Visa Card set up with Smart Pay. We take the transaction history on your secured card and report it as positive payment history*. Once you turn 18 and verify your account as an adult, we'll start reporting that positive payment history to the three national credit bureaus! Learn more.

*Positive history, as identified here, is reported on and related only to your Step Visa Card activity, subject to your account remaining in good standing. Step will report your activity to Transunion®, Experian®, and/or Equifax®. While we report your credit history here, your credit history and score may be impacted by your activity outside of your Step Visa Card, as credit histories and credit scores are built by credit bureaus based on a number of factors, including the financial decisions you make with products outside of the Step Visa Card.

Want to bring your friends to Step too? You can earn a $1 referral bonus when they sign up using your link. Just send them an invite from your app, and you'll both get rewarded once they meet the eligibility requirements. Plus, once you’re both on Step, you can instantly send and receive money to each other! Please note - referrals are available for active Step users, and may be capped. Check the terms for more info.

You'll need some money in your Step Account to start spending. Adding money is easy! Here are your options:

• Link a debit card from another bank account to your Step account and instantly add funds. Please note, there is a minimum funding amount to add money from an external account.

• Link your Step account to a bank account or other financial institutions like Venmo, Cash App, Paypal to transfer funds (arrives in 1-3 business days)

• If you have a job, set up direct deposit with your employer

• Deposit cash at one of 70,000 retail locations

Learn more

You can check your balance right from your Step app. Open your app and tap into your account – your balance will be listed at the top of your homescreen. This balance updates in real-time as soon as merchants charge your card, so it will always be up to date!

You can send money instantly to anyone else with a Step account. Better yet, you can do it in under 30 seconds 🕜

• Open your Step account and tap Move Money at the bottom of the screen

• Tap Transfer Money then Send Money To

• Enter the username or phone number of the friend you're sending money to

• Enter the amount, leave a note, and Review

• Double-check the details, and hit Confirm

You can instantly add money to any account you sponsor right from your Step app!

• Open your Step account and tap Move Money at the bottom of the screen

• Select the teen you want to send money to

• Enter the amount, select the funding source, and leave a note

• Tap Review, double-check the details, and hit Confirm

You can view a history of all your transfers in your transaction history, either in your own account, or by viewing the account you sponsor.

You can link an external bank account so you can easily add money to your Step account, or withdraw money out again! 

Here's how:

• Open your Step account and tap Move Money at the bottom of the screen

• Tap Linked Accounts

• Tap Link a Bank Account

• Follow the prompts to link your account

We take your security seriously! Step does not see or store your bank account credentials. This information is processed by Plaid, a payment processing company.

Sometimes banks offer prepaid debit cards that can be linked to your Step account. Other prepaid cards work like gift cards and are usually purchased from drug stores - you won't be able to use these to add money to your Step Card.

Step's routing number is 084106768.

When you're setting up your tax return, your direct deposit with your employer, or an inter-bank transfer from another app, you'll need to use the Step routing number and your individual account number.

To find your account number:

• Open the Step app and select your account

• Tap Profile at the bottom of the screen

• Scroll down to Details and tap on Account & Routing Number

Absolutely! To set up direct deposit to Step, your employer will ask for your account number and routing number or sometimes, a voided check. To help get that information to them, you can print or email a direct deposit form straight from your Step app. Find out more info on how to set this up here.

Important note: NEVER share this form or account information with anyone besides your employer. This can compromise the security of your account.

With Step you can get paid up to 2 days early when you set up direct deposit. Employers can notify us of your incoming payment two days before your actual pay day, which means we’re able to make the money available to you as soon as we have confirmation it’s arriving. However, sometimes employers only send a notification the day before or on your payday, so we can’t guarantee that your paycheck will always arrive early.

Step makes it easy for you to set up recurring payments - including to your teens for things like allowances, school lunches, chores, or just for fun! Here's how:

• Open your Step account and tap Move Money at the bottom of the screen

• Scroll down do Recurring Transfers and add a new Recurring Transfer

• Select the funding source

• Select Someone Else and enter your teen's details

• Enter the amount, frequency, and add a note

• Tap Done, double-check the details and Confirm

After the recurring payment has been created, it'll appear in your Recurring Transfers list on the Move Money tab. You can tap on an existing transfer to edit, skip a week, or delete it altogether.

Step is designed for teens and young adults just starting their financial journeys. Before you get started, always make sure you check your account limits! Check out our Help Center for more details.

Once you verify your account, or get an adult sponsor, you can create a virtual Step card that you can use online instantly. You can also add your virtual card to digital wallet providers like Apple Pay and Google Pay. (Please note that these services may have age restrictions)

You can also order a physical card that you can use in stores! It ships via USPS and should arrive within 14-21 business days (or sooner!)

You’ll need to activate your physical card before you start using it. Here’s how:

• Open your Step account and tap Cards at the bottom of the screen

• Select the card to be activated

• Tap Activate, then follow the prompts

Your Step Visa Card is a new type of secured spending card. It's technically a credit card, but it's secured against your account. You can only spend what's in your balance and won't be able to overspend. Plus by using your Step card set up with Smart Pay for everyday purchases, you can build positive credit history - even before you turn 18!

Anywhere VISA is accepted (pretty much everywhere!) You can swipe, insert the chip, or tap the card when you pay.

You can also add your virtual card to Apple Pay or Google Pay, and use it online - even before your physical card arrives in the mail.

You can use your Step Card almost anywhere, and that means ATMs too! You can withdraw money from our network of 30,000 ATMs for free. Check your app for the closest ATM to you. 

You can’t add money to your account through an ATM at this time.

Your Step Card is actually a credit card, so you won't need to enter a PIN when you pay in stores. Make sure you select credit then sign for the transaction. 

Looking for your ATM PIN? You’ll need to create a PIN for use at ATMs only. You can do this after your physical card arrives and is activated.

To set up or change your ATM PIN:

• Open your Step account and tap Move Money at the bottom of the screen

• Scroll down to Withdraw Money and tap ATM, then follow the prompts to set up your ATM PIN!

To replace your Physical Card:

• Open your Step account and tap Cards

• Select your Physical Card

• Tap Replace Card

• Choose the best reason why you are replacing your card

• Confirm your shipping info and submit!

Please note that if you replace your card as Lost, Stolen, or Never Arrived, your old card will be automatically cancelled and you won't be able to use it even if it shows up later. Your new card will arrive within 14-21 business days.

To replace your Virtual Card:

• Open your Step account and tap Cards

• Select your Virtual Card

• Tap Replace Virtual Card

You'll receive a new Virtual Card number instantly! Your old card number won't work anymore, so be sure to update the new card info anywhere you've saved it.

Unlike a traditional credit card, you can only spend the money that’s secured in your Step account. 

With Step Smart Pay, you don’t have to worry about paying off your balance at the end of the month! You can’t overspend, and don’t have to worry about overdraft fees.

Refunds can take up to 5-10 business days to process and be returned to your account, depending on the merchant or store that’s sending you the refund.

When you pay for gas with a credit card, the gas station will pre-authorize a larger amount to make sure you can pay to fill your tank. Usually, the hold will be released as soon as you're charged for the amount of gas you actually bought, but sometimes it can take a full day or longer.

Next time, you can tell the gas station attendant the amount of money you want to spend on gas or enter that amount at the gas pump.

Did you know that legally, you have to be over 18 to open a US bank account or use apps like Paypal, Venmo and Cash App?

But oftentimes, you need banking services before then. That's why we created Step - a banking experience created specifically for teens who are ready to manage their money.

Anyone under 18 years old can create a Step account, you'll just need an adult over 18 to be your sponsor. Your sponsor will have their own Step account and have some visibility into your account until you turn 18. We recommend picking a parent or guardian, or someone who you trust to help manage your money.

As you create your Step account, we'll ask you for the name of your sponsor and help you invite them via text. Once they create their own Step account and accept your invite, your account will be officially sponsored!

With a sponsored account you can order a Step Card, add money to your balance, instantly send money to friends, and more!

You'll get the most out of Step with a sponsored account. While you can still create a Step account without a sponsor, you won't be able to move any money in or out. By inviting a sponsor you'll be able to:

• Get your Step Card

• Add money to your account, or transfer money out

• Send and receive money with friends and family using Step

• Refer friends and earn referral credits

The main Sponsor of a family can invite another adult to become a Co-sponsor!

Co-sponsors can:

• Send & request money to family members

• Set up allowances or recurring payments

• View the activity of the sponsored teen accounts

To invite another adult to co-sponsor, tap the icon in the top-right corner of your app then tap Invite next to Family Accounts. Enter their phone number and they’ll get a text invite to create their account and accept the request.

Learn everything you need to know about Co-sponsors here.

Both you and your teen need to download the app and create your own accounts. You’ll both need separate accounts on your own working mobile phones. Once you've set up your own account, you can invite them by tapping Unlock a Step Card for a Teen.

If your child doesn’t have a phone yet, you can create and manage an account for them! Just select the option that says My child doesn’t have a phone to create their account.

You can sponsor more than one teen account right from the app. From your homescreen, tap the icon in the top-right corner, then tap Invite next to Family Accounts and follow the prompts!

As a sponsor on a teen's account, you're able to view their balance and real-time activity, add money to their account, and manage or freeze your teen's card. You can also help to update their details if they get a new phone! Navigate over to their account by tapping the icon in the top-right corner.

Your account is secured against your phone number, so you'll need to update your number if you get a new one!

To update your phone while you're logged in to your app: 

• Open your Step account and tap Profile

• Tap Edit Account Details

• Select your phone number and follow the prompts to update it

Not logged in? No problem! Just tap “Changed Phone Number?” and you’ll be able to log in with the email you used to sign up for your account. Once logged in, you’ll be able to change and verify your new phone number.

If you’re a teen, your account Sponsor can also help to update your details right from their Step app. Just have them log in, select your account, then go to your Profile and edit your account details.

Make sure we always have your current email so you can log back in, and so that we can contact you about your account! Here's how to change it right from the app:

• Open your Step account and tap Profile

• Tap Edit Account Details

• Select your email address and follow the prompts to update it

If you’re a teen, your account Sponsor can also help to update your details right from their Step app. Just have them log in, select your account, tap Profile and edit your account details.

Don’t worry — we’ll help you sort it out. You can report the charge right from the app. Here's how:

• Select the transaction that you don't recognize

• Tap Issue with transaction?

For your security, you can also report your card as stolen while we investigate! Here’s how:

• Open your Step account and tap Cards

• Select the card that was charged

• Tap Replace Card and, if prompted, select “Someone stole my card” - this will cancel the impacted card and create a new card number.

Learn more about card replacements here.

Send us an email to hello@step.com or start a live chat with us right from the app! Step does not provide phone support at this time.

To securely chat with us from your Step App:

• Log into your Step account

• Tap the icon in the top-right corner

• Tap Contact Us

• Tap Send us a message to start a new conversation

Our Support team will respond ASAP! We're available 7 days a week. Our business hours are 6 AM to 7 PM (PT) Monday to Friday, and 6 AM to 6 PM (PT) on weekends and holidays.

We take your security seriously, so sometimes we'll suspend your account if we notice unusual activity. When this happens, someone from our team will reach out right away via email to help you get back into your account.

Thinking about leaving? Let's talk about it! Start a chat with our team by tapping the chat icon in your Step app.

One of our team members will be able to answer all of your questions and help to close your account for you ASAP.

Absolutely! Our new parent managed account was designed specifically for younger kids. You can create and control a Step account for your child, even if they’re not ready for the full responsibility of an account, or don’t have their own phone just yet.

Not at all. With parent managed accounts, your child can learn to safely spend and save using their Step Visa Card. Their Step account will be entirely managed from your Step app.

You can open a free parent managed account to start teaching your kids about smart spending and saving for ages 6 or older.

Parent managed accounts don’t have separate log in credentials, so they won’t be able to log on an iPad or tablet. Don’t worry - you can check (and show them) their balance at any time from your Step app. 

As the account owner and sponsor, you can add allowances, create and fund savings goals, and withdraw from the parent managed account. You’ll be able to determine how much money they can access and monitor their Step Visa Card purchases in real time.

Ready to take off the training wheels? Awesome! Once you decide your teen is ready, you can upgrade their account to a sponsored account. They’ll be able to log in from their own phone and start to manage their own money, and you’ll still have full visibility into their account. 

Here’s how: 

• Select their Step account and tap Profile in the bottom-right corner

• Under the Upgrade section tap Get your teen their own app

• Enter their phone number to text them an invite!

Have them follow that link and tap Sign Up, verify their phone and email, and accept your invite.