FAQs
Here are some answers to our most frequently asked questions.
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 your Account in the top left corner
- Tap Account Information
- Tap Username and enter the username you want!
Your username should be 15 characters max, can use numbers or letters, but no special characters (including hyphen or underscore).
How do I get a $3 referral credit?
We’ll give you a unique referral link so you can invite your friends to join you on Step! Once they create their account, you’ll each get a $3 credit to your balance.
Plus, once you’re both on Step, you can instantly send and receive money from each other.
Why do I need a cell phone number to create my account?
We use your cell phone number to verify your account and make sure that only you can access your money. When you create an account, we’ll send an SMS code as verification that your account is linked to the right mobile phone number.
Your number must be a mobile phone number issued by a US mobile phone carrier like AT&T, Verizon, T-Mobile, etc. If the phone number you are using is a Voice over wifi (Google Voice, etc.), a landline, or anything that is not provided from a mobile carrier, you will not be able to create an account at this time.
Why do you need my Social Security Number (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 take your security seriously. Step does not directly store your social security number. Your information is always encrypted as soon as you enter it in our app. It is used only once for the verification process that is required by law and after that it is not accessible or used for any other purposes.
Do you check my credit history?
We don’t do a credit check. We’ll just need to verify your identity to set up your secure account.
Can I use my account before my Step Card arrives?
Definitely! Once you create a Step account, you can add money to your balance with a debit card or bank account. With a funded account, you’re ready to spend before your card even arrives! You can:
- Send and receive money with anyone who downloads the Step app and creates an account
- Add your Step Card to Apple Pay or Google Pay (and buy things without the physical card!)
- Refer friends and earn a $3 reward for each friend that joins
Can I create a Step Account if I’m not in the US?
You can use your Step Card internationally anywhere VISA is accepted (which is almost everywhere!)
You’ll need a mobile phone number issued by a US mobile phone carrier like AT&T, Verizon, T-Mobile, etc. If the phone number you are using is a Voice over wifi (Google Voice, etc.), a landline, or anything that is not provided from a mobile carrier, you will not be able to create an account at this time.
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 fees and your money is secure.
Is Step a bank?
Consider Step your bank. We like to think of ourselves as a mobile banking experience made up of an app, a Step account, and a physical Step Card.
If you’re curious about the details: We provide banking services through our partner, Evolve Bank & Trust.
Are there any fees?
No fees here! 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.
Does my Step Card help me build credit?
Step helps you build a positive credit history just by using your Step Card. It is important to establish positive credit early in your financial journey.
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 often times, 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?
You only need one sponsor to create a Step account. You might want another parent to be able to send you money — in that case, help them create their own Step account!
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 because we send SMS code as verification to sign in.
After both accounts are created you can send an offer to your teen to sponsor 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 settings by tapping into your Account in the top left corner of our app home screen.
How do I sponsor another teen?
You might want to sponsor more than one teen account. Here’s how:
- Tap your account in the top left corner to open the menu
- Tap Sponsored Accounts
- Tap Sponsor Someone
- Enter the teen’s phone number and we’ll send them an invite to join!
Adding Money
How do I add money to my Step Account?
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
-
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 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
- From the home screen, 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. Here’s how:
- Swipe between your accounts on the home screen and select the account you want to fund
- Tap Add Funds
- 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 Account! Here’s how:
- Tap your account in the top-left to open the menu
- Tap Linked Accounts
- Tap Link a New Account
- Select Link a Bank Account and follow the steps to log
You can also use linked bank accounts to transfer 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 into your Step account.
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 this up, your employer should ask for your account number and routing number (found in your account).
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, or whatever you need! Here’s how:
- Tap your account in the top left corner of the home screen to open the menu
- Tap Recurring Payments
- Set a frequency, start date, and amount for the payments.
Set it and forget it!
Is there a limit?
- We have a $500 daily transfer limit into your Step account
- We have no direct deposit amount limit
- The total amount you can deposit into your account at once is $10,000
- You can send up to $3000 to other people on Step within a 30 day period
- You can spend ____$500 daily using Google Pay & Apple Pay, or ____$1000 daily using your card
Your Step Card
When will I get my Step Card?
We’ll ship your Step Card as soon as you create your account and order your card. It ships via USPS and should arrive within 7-10 business days (or sooner!).
In the meantime, you can link your card to Apple Pay and Google pay to start spending right away!
Is my Step Card a credit card?
We call this a “debit-style” card, which means that your experience will be pretty much the same as with a regular debit card: you can only spend the money that’s in your Step account, purchases are taken out of your balance in real time, and you can see your deposits and spending all in one place.
There is no way to overspend. No overdraft fees. You don’t pay interest. At the same time, you also get 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!
ATMs are for withdrawals only. 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 ATM Info
I lost or damaged my card! Can I replace it?
Of course! Here’s how:
- Tap My Account (right under your balance)
- Tap Manage Card
- Tap Replace My Card
- Choose the best reason for why you are replacing your card
- Confirm your shipping info and submit!
Your new card will arrive within 7-10 business days. In the meantime, you can still send and receive money, and use your Step Card through Apple Pay or Google Pay.
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 in your account. That means 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.
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. Start a conversation with us through your app, and be sure to have the following info ready:
- Name of the merchant (the store that you were charged)
- Date of charge
- Amount
For your security, you should also freeze your card while we investigate! Here’s how:
- Tap on My Account (below balance)
- Tap Manage Card
- Toggle the Status to Freeze
I’m expecting a refund for something I bought. Why don’t I see it in my account?
Refunds can take up to 5-7 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 we can keep you updated about your account and new product launches! Here’s how to change it:
- Tap on your account in the top-left corner to open the menu
- Tap Account Information
- Tap Email
- Type in your new email
- Tap Done
I got a new phone number. How to I update my account?
__To update your phone while you’re logged into your app: __
- Tap on your icon in the top-left corner to open the menu
- Tap on Account Information
- Select your phone number and follow the prompts to update it
__Not logged in? __
For security reasons, our team will have to make the switch. We want to keep your money safe and make sure that it’s actually you trying to access your account.
Start a chat with us from your app, or email hello@step.com so we can help.
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.