FAQs
Getting Started With Step
How old do I have to be to join Step?
Anyone can open an account! You'll just need a parent or guardian to sponsor your account.
How do I create my username?
Create a Step username so it's easy for your friends to send you money! Here's how:
- Tap on the Menu Icon in the top-right corner ☰
- Tap 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.
Why do I need a cell phone number to create my 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.
Why do you need my Social Security Number (SSN)?
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.
Do you check my credit history?
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.
Can I use Step before my Step Card arrives?
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.
Can I create a Step Account if I'm not in the US?
Step is a US banking service currently available to US residents. You’ll need to be in the US to create your account. If you travel, you can use your Step Card internationally anywhere VISA is accepted (which is almost everywhere!)
What is Step?
What is Step and how does it work?
If you're under 18, Step is a bank just for you. In short, we want to be the first step in your financial journey. We start you off with your own bank account that you can manage easily with our Step app. You'll be able to spend your money using your Step Card and send and receive money from friends and family.
Plus, there are no monthly fees and your money is secure.
Is Step a bank?
Step is a banking app built especially for teens 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 Visa Step 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.
Rest assured, we also provide bank-level security so you can be confident that your money and private info are safe and secure. Our banking services are provided through our partner, Evolve Bank & Trust, who has been an FDIC member since 1934.
Are there any fees?
There are no monthly, overdraft, minimum, or service fees.
Is my money safe and secure?
Your Step account is insured up to $250,000 through our banking partner, Evolve Bank & Trust, Member FDIC.
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. We've also built in bank-level security and data encryption so that your personal info and account are always safe.
If Step is free, how do you make money?
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.
Can I make suggestions for features or improvements?
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.
How does my Step Card help me build credit?
It is important to establish positive credit early in your financial journey. Step helps you build credit history just by using your Step Visa Card. We take the transaction history on your secured Step VISA Card and report it as positive payment history*. Once you turn 18 and verify your account as an adult, you can opt-in to 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.
How can I earn money with Step?
If you're under 19, you can earn money by referring friends to Step! 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 with each other!
Sponsorship
Why do I need a Sponsor?
Did you know that legally, you have to be over 18 to open a US bank account or use apps like Paypal, Venmo, and CashApp?
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.
How do I invite my sponsor to Step?
As you create your Step account, we'll ask you for the name of your sponsor and help you invite them via text or email. 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!
Can I create an account without a sponsor?
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!
Can I have 2 sponsors?
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, just tap “Add Family Member” on your home screen and enter their phone number. They’ll get a text invite from us to create their account and accept your request.
Find out everything you need to know about Co-sponsors here.
How do I invite my teen to Step?
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. You can invite them by tapping Unlock a Step Card for a Teen.
If your teen 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.
What controls do I have as a sponsor?
As a sponsor on a teen's account, you're able to view their balance and real-time activity, add money to the account, and manage or freeze your teen's card. You can find these by tapping into their Account on your Step app’s home screen.
How do I sponsor another teen?
You might want to sponsor more than one teen account. You can do this right from the app homepage - just tap Unlock a Step Card for a Teen!
Adding Money
How do I add money to my Step Card?
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
Set up direct deposit with your employer
Deposit cash at one of 70,000 retail locations
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)
How do I check the balance on my Step Card?
You can check your balance right from the homescreen of 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 so it will always be up to date.
How do I send money to someone else on Step?
You can send money instantly to anyone else with a Step account.
Better yet, you can do it in under 30 seconds
- Tap into your account
- Tap Send Money
- Enter the amount and a note
- Enter the name or phone number of the friend you're sending money to
- Double check the details, and hit send!
How do I add money to an account that I sponsor?
You can instantly add money to any account you sponsor right from your Step app. You can do this right from the app homepage - just tap Add Money on the teen that you want to fund! Then:
- Select the Funding Source (My Account, or any of your linked accounts)
- Enter the amount and add a note
- Tap Send!
You can view a history of all your transfers either in your own account, or the account you sponsor.
How do I link a new bank account?
You can link an external bank account so you can easily add money to your Step Card! Here's how:
- Tap on the Menu Icon in the top-right corner ☰
- Tap Linked Accounts
- Tap Link a New Account
- Select Link a Bank Account and follow the steps to log into your account
You can also use your linked bank account to withdraw money out of your Step Account.
We take your security seriously! Step does not see or store your bank account credentials. This information is processed by Plaid (VISA).
Can I use a prepaid debit card to add money to my Step account?
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.
What is Step's routing number
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:
Log into your Step app
Tap on the Menu Icon in the top-right corner ☰
Tap on Account Information
Scroll down and tap on Account & Routing Number
Can I set up direct deposit?
Got a job? That's awesome! Most employers give you the option to deposit your paycheck right into your bank account on each payday, rather than sending you a paper check.
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 with us. 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.
Can I set up recurring transfers to my teen?
Step makes it easy for sponsors to set up recurring payments for things like allowance, school lunch, chores, or just for fun! Here's how:
- Select the teen account you'd like to set up a payment for
- Tap recurring payment
- Set a frequency, start date, and amount for the payments. You can even add a note!
- Tap Save
To edit a recurring payment, follow the same steps and make changes to the amount, frequency, or note. You can also toggle the payment on/off from this screen.
Are there limits to how much I can withdraw, deposit and send?
As a teen banking platform, our account limits are designed for the average teen user. Here are some starting limits to keep in mind:
You can add up to $500 to your Step account using your debit card within 24 hours
You can P2P up to $5,000 to other people on Step within a 30 day period
You can spend up to $1,000 daily with your Step Card
You can only spend up to the amount in your Step account
You can withdraw up to $500 from Step to your linked bank account within 24 hours
You can withdraw up to $250 from an ATM within 24 hours, and up to $1,000 within 30 days
Your Step Visa Card
When will I get my Step Card?
Once you verify your account or get an adult sponsor and order your card, you can create a virtual Step Card that you can use online instantly. As well as using it online, 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)
We’ll also ship you a physical card that you can use in stores! It ships via USPS and should arrive within 14-21 business days (or sooner!).
How do I activate my Step Card?
Once you've received your physical card in the mail, you’ll need to activate it before you can use it. Here’s how:
Log into your Step App and tap on Manage Card
Select your Physical Card
Tap Activate, then follow the prompts
Is my Step Card a credit card?
Your Step Card is a new kind of secured spending card. You can safely spend the money that you deposit to your Step account but with added protection.
There is no way to overspend. No overdraft fees. You don’t pay interest. All while getting the fraud protection and credit-building benefits of a credit card!
Where can I use my Step Card?
Anywhere Visa is accepted (which is pretty much everywhere!). You can swipe, insert the chip, or tap the card when you pay.
You can also add your Step Card to Apple Pay or Google Pay and start spending before it even comes in the mail!
Will I be able to use an ATM?
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. You can’t add money to your account through an ATM at this time.
Do I need a PIN?
Your Step Card is actually a credit card, so you won't need to enter a PIN when you pay.
Looking for your ATM PIN? You’ll need to create a PIN for use at ATMs only. To set up or change your ATM PIN:
- Tap Manage Cards
- Select your card
- Tap Setup ATM Access, or ATM Info if you already have a PIN
How do I replace my Step Card?
To replace your physical card:
Tap into your account
Tap Manage Card (right under your balance)
Tap Physical Card
Tap Replace My Card
Choose the best reason for why you are replacing your card
Confirm your shipping info and submit!
Your old card will be automatically cancelled and you won't be able to use it even if you find it again. Your new card will arrive within 10-12 business days.
To replace your virtual card:
Tap into your account
Tap Manage Card (right under your balance)
Tap 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.
Will I have to make a monthly payment like a regular credit card?
Unlike a traditional credit card, you can only spend the money that’s secured in your Step account. By using Step Smart Pay you don’t have to worry about paying off your balance at the end of the month!
You can never overspend, and never have to worry about overdraft fees.
I'm expecting a refund for something I bought. Why don't I see it in my account?
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.
Why did the gas station hold more money than I spent?
When you pay for gas with a credit or debit 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.
Account Maintenance
How do I update my email address?
Make sure we always have your current email so you can log back in, and so that we can keep you updated about your account and new product launches!
- Tap on the Menu Icon in the top-right corner ☰
- Tap Account Information
- Tap Email
- Type in your new email
- Tap Done
I got a new phone number. How do I update my account?
To update your phone while you're logged into your app: - Tap on the Menu Icon in the top-right corner ☰ - Tap on Account Information - 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.
What should I do if I see a charge I don't recognize?
Don’t recognize a charge? Don’t worry — we’ll help you sort it out. You can report the charge right from the app. Here's how:
- Open your account
- Select the transaction that you don't recognize
- Tap Issue with transaction?
For your security, you should also freeze your card while we investigate! Here’s how:
- Tap into your account
- Tap Manage Card
- Toggle the Status to freeze
How do I contact Step Customer Service?
Send us an email at hello@step.com or live chat 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 menu icon top-right ☰
Tap Contact Us
Tap Send us a message to start a new conversation
Our Support team will respond ASAP! Our business hours are Monday through Friday: 6 am - 9 pm PT; Saturday & Sunday: 6 am - 6 pm PT
My account is suspended. How can I get back in?
We take your security seriously, so sometimes we'll suspend your account if we notice some unusual activity. When this happens, someone from our team will reach out right away via email to help you get back into your account.
How do I cancel my account?
Thinking about leaving us? Let's talk about it! Start a chat with our team by tapping the chat icon on any screen on your Step app.
One of our team members will be able to answer all of your questions and instantly close your account for you.
Parent Managed Accounts
I have younger children, can they use Step as well?
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 their own phone just yet.
Does my child need to have a phone to use Step
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.
How old does my child need to be to have a Parent Managed Account?
You can open a free Parent Managed Account to start teaching your kids about smart spending and saving for ages 6 or older.
Can they log in on an iPad or Tablet?
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.
What kind of controls do I have for a Parent Managed Account?
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.
My child is ready for more responsibility. How do I add a phone so they can log in and manage their own account?
Ready to take off the training wheels? Awesome! Once you decide they’re 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:
Tap on the Menu Icon in the top-right corner ☰
Tap Account Information then select the managed account
Select the option Get your teen their own app under the Upgrade section
Enter your child's phone number to text them an invite