How can we help?

Question 1

How does Charlie work?

Answer

Charlie offers a Charlie Demand Deposit Account with a Charlie Visa ® Debit Card through our partner bank, Sutton Bank, Member FDIC. Charlie is a financial service designed specifically for people 62 and older. A big focus is protecting your money and keeping your account safe. You can use your Charlie account just like you would any other bank account.

Question 2

I signed up for Charlie, what's next?

Answer

When you sign up for Charlie, you're giving permission for your Social Security payments to be deposited into your Charlie account. Charlie then sends a request to Social Security to switch your direct deposit. This usually takes 1-2 weeks.You'll get a message from both Charlie and Social Security when the switch is complete.Once it's confirmed, you can expect to get your payments 3-5 days early! For example, if you usually get paid on the second, third, or fourth Wednesday of the month, you'll now get it on the Friday before that Wednesday. If you usually get paid on the 3rd of the month, you'll now get it before the 1st of the month. Social Security payments usually arrive around 5pm CT.

Question 3

How long does it take for my Charlie Visa® Debit card to arrive in the mail?

Answer

Your Charlie Visa® Debit card will arrive in the mail within 2 weeks after signup. We will email you when it's on the way.

Question 4

Can I move my Supplemental Security Income(SSI) to Charlie?

Answer

Yes. To deposit your SSI into your Charlie account, please contact the Social Security Administration by calling 1-800-772-1213 or update your information online at http://ssa.gov. You'll provide them with your SSN, routing number, and your Charlie account number, which can be found by clicking this link.

Question 5

Can I move my Veterans Benefits and/or other pensions to Charlie?

Answer

Yes. You can use your Charlie routing and account number to set up direct deposits directly with your Veterans benefits or other pensions.

Question 6

How do I know I can trust Charlie?

Answer

Charlie Accounts are insured up to $250,000 through Sutton Bank, Member FDIC. The Charlie Visa ® Debit Card also comes with Visa®'s Zero Liability Policy 1. Further, our systems have undergone rigorous security testing, and we employ state-of-the-art identity protection and 24/7 transaction monitoring services.

Question 7

Does Charlie charge fees?

Answer

We have no fees for sign up, minimum balance, transactions, and there are no monthly account fees. Charlie charges fees for out-of-network ATM withdrawals and balance inquiries, card replacements (the first replacement is free of charge), and international transactions. We do not charge fees or interest for early access to Social Security payments. Other third parties involved in transactions may charge fees outside of Charlie's control, which may be disclosed at the time of the transaction. For more information on fees, refer to the Charlie & Sutton Bank Cardholder Agreement.

Question 8

When do I get paid for my Social Security benefits?

Answer

If your payment is typically scheduled for the 2nd, 3rd, or 4th Wednesday of the month, you can expect your payment to be deposited into your Charlie Account on the Friday before the scheduled Wednesday payment. If your payment is typically scheduled for the 3rd of the month, you will receive payments 3 business days early, meaning you will automatically receive payments before the 1st of every month. Regardless of which day you receive Social Security each month, payments are typically deposited into Charlie Accounts around 5pm CT.

Question 9

When will I receive my first Social Security payment?

Answer

When you sign up for Charlie, you're giving permission for your Social Security payments to be deposited into your Charlie account. Charlie then sends a request to Social Security to switch your direct deposit. This usually takes 1-2 weeks.You'll get a message from both Charlie and Social Security when the switch is complete.Once it's confirmed, you can expect to get your payments 3-5 days early! For example, if you usually get paid on the second, third, or fourth Wednesday of the month, you'll now get it on the Friday before that Wednesday. If you usually get paid on the 3rd of the month, you'll now get it before the 1st of the month. Social Security payments usually arrive around 5pm CT.

Question 10

I didn't get my payment on the expected date. What should I do?

Answer

If your payment isn't there on the day you expect it, wait three business days before contacting Social Security. Sometimes processing takes a little longer.

Question 11

How do I know if my SSA/SSI/VA direct deposit has arrived?

Answer

You'll get a notification on your phone and a text message when your money arrives, as long as you have those notifications turned on.

Question 12

How does direct deposit work?

Answer

To set up direct deposit, you need to give your employer or benefits provider your Charlie account number and routing number. You can find these in the Charlie app under "Account & routing numbers."

Question 13

Will I get my tax refund early?

Answer

The Internal Revenue Service (IRS) wants people to use direct deposit for their tax refunds. They usually send out refunds in less than 21 days and will tell you when to expect yours.Charlie can't promise you'll get your refund early, but they'll send you a text and notification as soon as they receive it.Your refund will be deposited into your account as soon as Charlie gets it. If you don't see it yet, Charlie can't give you any more information. Contact the IRS.

Question 14

Where's my direct deposit?

Answer

To see your expected SSA direct deposit arrival time, tap the Social Security payment tile on the Charlie app’s home page. Once Charlie receives your direct deposit from your employer, payroll provider, or benefits provider, you'll get a push notification and text message, as long as these alerts are enabled in your app settings.Delays can happen due to factors beyond Charlie's control, such as bank holidays or timing from your payer. If delays persist, contact your payer to confirm the direct deposit details.

Question 15

Can I move my Supplemental Security Income(SSI) to Charlie?

Answer

Yes. Call Social Security at 1-800-772-1213 or go to their website (http://ssa.gov) to update your information. You'll need your Social Security number, routing number, and Charlie account number.

Question 16

Can I move my Veterans Benefits and/or other pensions to Charlie?

Answer

Yes. Use your Charlie routing and account number to set up direct deposit with Veterans Affairs or your pension provider.

Question 17

Is direct deposit the only way to add funds to my account?

Answer

No, direct deposit is the easiest, but you can also use:- ACH transfers: This is when you link another bank account to your Charlie account.- Cash deposits: You can deposit cash at stores like Walgreens, Walmart, 7-Eleven, CVS, Dollar General, Dollar Tree and many more.- Mobile check cashing: You can add checks to your Charlie account balance using your phone.

Question 18

How can I update my personal information like my address or phone number?

Answer

For security, contact Charlie support during business hours, and they can update your information.

Question 19

How do I update my communication preferences?

Answer

To change your notification settings, go to "More" in the Charlie app, then "My Profile," then "Notifications." You can choose to get notifications by email, push notification, or text message.

Question 20

How do I reset my password?

Answer

To reset your password, go to "More," then "My profile," then "Set a new password." You'll need to enter your current password first.

Question 21

Is there a monthly account minimum?

Answer

No, there are no monthly fees, minimum balance requirements, or minimum deposit requirements.

Question 22

Does Charlie have fee-free overdrafts?

Answer

No, Charlie doesn't allow overdrafts.

Question 23

What are my spending and withdrawal limits?

Answer

You can spend up to $2,500 per day with your Charlie Visa® Debit Card. You can withdraw $500 per transaction and $1,000 per day from ATMs. See the Charlie & Sutton Bank Cardholder Agreement for more details.

Question 24

Where do I find my account information?

Answer

Your address, phone number, and email are in "My Profile." Your account and routing numbers are in "Account Details."

Question 25

Where do I find my cardholder agreement?

Answer

You may access your documents via these links:
Charlie E-Sign Policy;
Charlie Privacy Policy;
Charlie Terms & Conditions;
Charlie & Sutton Bank Cardholder Agreement.

Question 26

Who has access to creating a Family Photo Card?

Answer

Everyone who uses Charlie can get a free Family Photo Card! If you already have a photo card, you can replace it with the same photo card or a regular card. New customers who choose to get a photo card will get faster shipping.

Question 27

Are there any additional costs to a Family Photo Card?

Answer

The first custom photo card is free! If you want to replace your photo card later, there's a $5 fee for the replacement card, but no extra charge for the photo part.

Question 28

What file types are supported and is there a minimum resolution requirement for images?

Answer

Charlie supports most common photo types, like .jpeg, .png, and .gif. The card designer will only let you choose the right kind of photo. It will automatically take you to your photos on your phone or computer. You can't take a picture directly within the app or website right now.

Question 29

Is Charlie a Bank?

Answer

Charlie is a financial technology company offering financial services custom-made for the 62+ community's unique needs. Charlie is not a bank. Banking services are provided by Sutton Bank, Member FDIC. Charlie Accounts are insured up to $250,000 through our partner bank, Sutton Bank, Member FDIC.

Question 30

Are Charlie accounts FDIC insured?

Answer

Yes. Charlie Accounts are insured up to $250,000 through our partner bank, Sutton Bank, Member FDIC.

Question 31

Does Charlie have physical branches?

Answer

Charlie is currently an online platform. We have over 55,000 fee-free ATMs nationwide through our Allpoint ATM partner network, and our U.S.-based customer support agents are here to answer any questions you may have. Allpoint ATM near you.

Question 32

Who is Sutton Bank?

Answer

Sutton Bank, Member FDIC, is our partner bank and was founded in 1878. Charlie Accounts are insured up to $250,000 through Sutton Bank, Member FDIC.

Question 33

How does Charlie make money?

Answer

When you spend your money with your Charlie Visa® Debit Card, Visa® pays us a percentage of what they earn from the merchant. This is our primary source of revenue and enables us to provide your account with no monthly fees and free access to over 55,000 ATMs. We do not charge fees or interest for early access to Social Security payments. Charlie charges fees for out-of-network ATM use, card replacements (the first replacement is free of charge), and international transactions. Other third parties involved in transactions may charge fees outside of Charlie's control, which will likely be disclosed at the time of the transaction. For more information on fees, refer to the Charlie & Sutton Bank Cardholder Agreement.

Question 34

How does Charlie protect me from fraud?

Answer

Charlie maintains state-of-the-art real-time dynamic transaction monitoring, partners with best-in-class compliance and security providers, and allows customers to easily freeze and unfreeze their card if they have any concerns about card activity. We’ve got your back.

Question 35

Does Charlie sell my personal information?

Answer

Charlie does not sell personal information such as name, account number, address, or SSN to third parties. For more information, refer to the Charlie Privacy Policy.

Question 36

How does Charlie handle Federal and bank holidays and weekends?

Answer

Charlie observes all U.S. federal and bank holidays. On these days, banks don’t process deposits which may delay direct deposits until the next business day. In addition, Charlie doesn’t process or post direct deposits on weekends.

Question 37

How do I refer family or friends to Charlie?

Answer

We're excited to have you share Charlie with your family or friends. To start referring your loved ones, ensure you have received at least one Social Security direct deposit through your Charlie account. Once you are an active Charlie member, you will have the opportunity to refer others for an incentive. To see if you're eligible to refer others, select 'More' on your Charlie app follow instructions to refer a family or friend.

Question 38

How do I transfer money from my Charlie account to another bank account?

Answer

There are a few ways to move money to another bank:

1. Link your accounts: In the app, tap "Move Money," then "Withdraw from Charlie." Enter the details and link the other bank account (it must be in your name). It takes about 5 business days for the money to arrive.

2. To a debit card: You can send money instantly to a debit card. Tap "Move Money," then "Withdraw from Charlie," and choose "Send to my debit card instead." The card must be in your name. It should arrive in about 30 minutes.

3. Use Plaid: You can link your Charlie account to your other bank using a service called Plaid, if your bank supports it.

4. Enter account info: You can manually link your Charlie account by entering your account and routing numbers into your other bank account.

5. Send yourself a check: You can send a check from your Charlie app to yourself and deposit it in your other bank.

Question 39

How can I move money from my other bank account to my Charlie account?

Answer

You can link your other bank account to your Charlie account using a service called Plaid. Make sure your other bank works with Plaid and that the name on both accounts is the same. If your bank doesn't work with Plaid, you can enter your Charlie account and routing numbers into your other bank account. This lets you move money directly.

Question 40

How do I find my Charlie account number or routing number?

Answer

When you're logged in, you can find these in two places:

- Tap "Account & routing number" on your Charlie dashboard.

- Tap "Move Money," then "Set up direct deposit."

Question 41

How do I cancel a bank transfer with Charlie?

Answer

Here's what you need to know:

- If you sent money from your Charlie account to a linked bank account, tap "Scheduled" on the "Move Money" page and locate the transfer you'd like to cancel.

- If you sent money from your Charlie account to your debit card, you can't cancel it after it's sent.

- If money is coming into your Charlie account from another bank, Charlie can't cancel it. You need to contact the other bank.

Question 42

Does Charlie offer international transfers?

Answer

No, Charlie doesn't send money to other countries.

Question 43

Does Charlie offer wire transfers?

Answer

No, Charlie doesn't offer wire transfers. If someone sends a wire transfer to your Charlie account, it will be sent back to them. You can use "Send money" or "Request money" to move money between your account and a third party.

Question 44

Can I pay my bills online?

Answer

Yes! Here are three ways:

- Use your Charlie Visa® Debit Card directly to your bill provider.

- Give your Charlie account information to your bill provider, and they can take the money directly from your account.

- Have Charlie send a check for you for free.

Question 45

Can I send checks?

Answer

Yes. You can have Charlie send checks to people and businesses in the United States for free. Log in to Charlie.com and choose "Move Money" then tap "Pay by check" to have us mail a check.

Question 46

How can I deposit cash into my Charlie account?

Answer

You can deposit cash to your card at thousands of participating locations nationwide including: 7-Eleven, CVS, Dollar General, Dollar Tree, Walmart, Walgreens, and more. Just tell the cashier you want to make a cash deposit to your Charlie account and give them the cash and your Charlie Visa Debit Card. The stores might also charge a fee.

Question 47

Can I send a payroll direct deposit to my Charlie account?

Answer

Yes! Give your Charlie account and routing number to your employer to set up direct deposit.

Question 48

How much money can I transfer into my Charlie account?

Answer

There are two ways to transfer money into your Charlie account and each has a different limit:

- Transferring to your Charlie Visa debit card: You can transfer up to $3,000 at once or $3,000 in one day. The most you can transfer in a month is $5,000.

- Transferring to your Charlie bank account: You can transfer up to $25,000 at once or $25,000 in one day. The most you can transfer in a month is $25,000.

Question 49

How much money can I transfer out of my Charlie account?

Answer

There are two ways to transfer money out of your Charlie account and each has a different limit:

- Transferring to another debit card: You can transfer up to $3,000 at once or $3,000 in one day. The most you can transfer in a month is $5,000.

- Transferring to another bank account: You can transfer up to $5,000 at once or $5,000 in one day. The most you can transfer in a month is $10,000."

Question 50

How can I connect an account with Plaid?

Answer

Tap "Move Money," then "Withdraw from Charlie" Choose to add an account, and you'll see a list of banks available through Plaid.

Question 51

Why isn't my bank listed when I search for it in Plaid?

Answer

If you can't find your bank, credit union or other financial institution on Plaid it may be because Plaid isn't integrated with your financial institution yet. While Plaid works with an impressive 12,000 or so institutions globally, there are some which aren't yet partnered with Plaid

Question 52

How should I connect my account if it isn't listed in Plaid?

Answer

If your account isn't listed on Plaid, you could try connecting your other account manually by tapping "Manual" on the Plaid screen and following directions to manually add your other financial institution's account and routing number.

Question 53

How long does it take to transfer funds from my Charlie account?

Answer

There are two ways to transfer funds and each has a different time of arrival:

- Linked bank account: usually takes 3-5 business days for the money to arrive.

- Debit card: instantly, but can take up to 30 mins.

Question 54

Why can't I connect an external account to my Charlie account?

Answer

Make sure the account is in your name and that the name, email, and phone number match what's on your Charlie account.

Question 55

How much does it cost to transfer money?

Answer

Transfers are free with your Charlie account.

Question 56

How do I send money to someone?

Answer

Choose "Send money" in the "Move Money" section. Enter the person's information and the amount. They'll get a text or email and need to enter their debit card information to get the money.

Question 57

How do I request money from someone?

Answer

Choose "Request money" in the "Move Money" section. Enter the person's information and the amount. They'll get a text or email and need to enter their debit card information to send you the money.

Question 58

How long does a transaction take to process?

Answer

The money is taken from your account right away, but it might be held for up to 6 hours if a SpeedBump applies.

Question 59

Can I file a dispute for a Send money transfer?

Answer

If you believe a transaction was made in error, and you are outside of the cancellation window, call us at (866) 674-9629 to file a dispute.

Question 60

Are there any fees?

Answer

There are currently no fees to send a payment via Send money.

Question 61

What happens if I want to cancel the payment, or realize I've sent money to the wrong person?

Answer

If you're sending money to someone new, the payment is held for 6 hours, and you can cancel it during that time. If you're sending over $100 to someone you've sent money to before, it's held for 1 hour. If the person doesn't claim the money within a week, it's returned to you.

Question 62

Are there any limits to who I can send a payment to?

Answer

You can send up to $3,000 at once, $3,000 in one day, or $5,000 in a month. The person you're sending money to needs to claim it with a Visa or Mastercard debit card.

Question 63

How can I troubleshoot issues with claiming "Send money" transfers if I’m not a Charlie member?

Answer

Here are some tips:

- Use a debit card from a U.S. bank. Prepaid cards, credit cards, and business debit cards won't work.

- Make sure you enter your debit card information correctly.

- If it's been more than 7 days, the transfer has expired. Ask the person who sent it to you to cancel and resend it.

Question 64

How do I accept a Send money transfer if I’m not a Charlie member?

Answer

- If someone sends you money through Charlie, you can easily claim it even if you don't have a Charlie account.

- You'll need a debit card from a U.S. bank. Enter your card information when asked. If you have questions, contact the person who sent you the money.

- Remember, you need to accept the money within 7 days, or it will be sent back.

Accepted Answer

There are three ways to pay bills:

1. Use the "Pay Bills" feature: You can see all your bills and payment information in one place. Find it in the app under "Move Money."

2. Send a check: Charlie can send a check for you for free.

3. Give your Charlie information to the bill company: They can take the money directly from your account (this is called ACH) or by entering your Charlie debit card number.

Accepted Answer

You can pay almost any bill, like utilities, credit cards, and loans.

Accepted Answer

Electronic payments usually take 2-3 business days. It might not show up right away, but it will be credited for the date it was sent. If you pay on time, you don't need to worry.

Accepted Answer

Not yet. Charlie only supports one-time payments right now, but we might add automatic payments later. But you can set up automatic bill payments directly with your bill provider.

Accepted Answer

Choose "Pay a bill," pick the company you want to pay, and select the date you want the payment to be sent.

Accepted Answer

No, there are no fees.

Accepted Answer

Call Charlie at (866) 674-9629 and follow the prompts, or report it online here.

Accepted Answer

Charlie has over 55,000 free ATMs through the Allpoint network. Charlie charges fees for ATMs outside that network. Find an Allpoint ATM here.

Accepted Answer

When your card arrives, follow the instructions that come with it, or tap on "My card" to activate your card online.

Accepted Answer

Your card might be declined because:
It's expired.
You've reached your spending or withdrawal limit.
You have insufficient funds.
There's suspicious activity.
The card is frozen.
You entered the wrong PIN or CVV.

Accepted Answer

Call Charlie at (866) 674-9629 and follow the prompts, or reset it online here.

Accepted Answer

Yes! You can use your Charlie Visa® Debit Card anywhere Visa® is accepted (except in blocked countries). Blocked countries include: Afghanistan, Albania, Algeria, Angola, Azerbaijan, Bahamas, Bangladesh, Barbados, Bolivia, Bosnia and Herzegovina, Botswana, Brazil, Myanmar, Burundi, Belarus, Cambodia, Cabo Verde, Cayman Islands, Central African Republic, Sri Lanka, China, Comoros, Democratic Republic of Congo, Croatia, Cuba, Benin, Dominica, Ecuador, State of Palestine, Ghana, Haiti, Honduras, Iran, Iraq, Cote D'ivoire, Jamaica, Kenya, Peoples Democratic Republic of Korea, Kyrgyzstan, Laos, Lebanon, Liberia, Libya, Macao, Mali, Malta, Mauritius, Mongolia, Montenegro, Morocco, Mozambique, Sint Maarten, Vanuatu, Nicaragua, Nigeria, Pakistan, Panama, Paraguay, Philippines, Guinea-Bissau, Qatar, Russia, Senegal, Serbia, Sierra Leone, Viet Nam, Somalia, Zimbabwe, South Sudan, Sudan, Western Sahara, Syrian Arab Republic, Tajikistan, Thailand, Trinidad and Tobago, United Arab Emirates, Tunisia, Turkey, Uganda, Ukraine, Macedonia, Tanzania, Burkina Faso, Uzbekistan, Venezuela, Bolivia, Yemen, Republic of Kosovo.

Accepted Answer

Yes, Charlie currently supports the ability to add your Charlie Visa® Debit Card to Apple Pay or Google Pay. Samsung Pay is not supported at this time, but you can use Google Pay on your Samsung device.

Accepted Answer

Charlie FraudShield is a comprehensive set of personalized fraud prevention services, built exclusively for the 62+. You can customize your FraudShield settings to match the way you live. Charlie keeps your money safe so that you can have the peace of mind you deserve to focus on the moments that matter.

Accepted Answer

Charlie protects you from fraud even if you have not enabled any FraudShield services. FraudShield allows you to have even more control over how we protect your account. You can visit the FraudShield homepage to learn more, and to set up these services.

Accepted Answer

When you enable Sleep Mode, both online and in-person transactions on your Charlie Visa Debit Card will be blocked. As long as Sleep Mode is active, no one will be able to use the card to complete a purchase. However, any recurring transactions — such as phone bills or streaming subscriptions — will continue to proceed as expected.

Accepted Answer

You can turn off Sleep Mode at any time by clicking the toggle located on your Charlie Dashboard or in the Fraud Shield Homepage.

Accepted Answer

Yes, you can go to Sleep Mode advanced settings to configure and activate or deactivate a schedule for when your card enters Sleep Mode. For a schedule, you can set the days of the week for which it should apply, start and end times, and time zone. If you have a schedule enabled for your account, then your card will automatically go to sleep at the set start time.

Accepted Answer

No. While enabled, Sleep Mode can block new purchases but allows any recurring transactions, including bills and other subscriptions, to continue to be paid as expected.

Accepted Answer

Sleep Mode prevents your Charlie card from being used for any new transactions while still allowing for recurring transactions, such as bills or subscriptions. Freezing your card, on the other hand, completely disables the card and ensures that all transactions (including those for recurring bills) are blocked.

Accepted Answer

When you enable this feature, Charlie will send you a text alert for any successful successful card, ACH, and ATM transaction that is made using your Charlie Account.

Accepted Answer

We don't offer alert customization just yet. Stay tuned, though! We are working on some exciting new features to improve your FraudShield experience.

Accepted Answer

The photo that you upload will always be displayed on the Charlie Dashboard and Fraud Shield homepage. Fraudsters sometimes create websites that "spoof" the appearance of a legitimate website. When you see this personal photo, you can be confident that you are really logged into your Charlie Account.

Accepted Answer

We recommend you choose a photo that is special, ideally unique to you (like a picture of a close family member or a pet).

Accepted Answer

Enabling "Block Online Transactions" ensures that your Charlie card can only be used for in-person transactions at cash registers, ATMs and other point-of-sale terminals.

You can also block all online transactions EXCEPT for Amazon and Wal-Mart. When this mode is set, then only online purchases at these two retailers will be allowed; all other online transactions will be automatically blocked.

Accepted Answer

When you add a Co-Pilot, they will receive the same email alerts that you do, if the following changes are made to your account: 1.) A charge declined due to suspected fraud; 2.) Your email address or phone number has changed; 3.) A new payee is added to your Pay by Check recipient list; 4.) Your card has been reported lost, stolen or frozen; or 5.) Your PIN has been reset.

Accepted Answer

Co-Pilots cannot see the details of any transaction. They can only be alerted if a transaction is declined, without any specifics about the nature of that transaction.

Accepted Answer

No, Co-Pilots do not have any control over your account. Co-Pilots cannot see transactions or your account information, make payments, or access your funds in any way.

Accepted Answer

Daily card spend limits allow you to set a custom limit for the total amount that can be spent using your Charlie Visa Debit Card on a given day. When a limit is set, Charlie automatically blocks any transactions that would take you over the limit.

Outside of the daily card spend limit that you can set, Charlie has a daily card spend limit of $2,500 that no customer can exceed.

Accepted Answer

Daily ATM withdrawal limits allow you to set a custom limit for the total amount of cash that you can withdraw from your Charlie Account in a given day. When a limit is set, Charlie automatically blocks any ATM withdrawals that would take your account over this limit.

Outside of the daily ATM withdrawal limit that you can set, Charlie has a daily ATM withdrawal limit of $1,000 that no customer can exceed. The ATM itself may also have a withdrawal limit.

Accepted Answer

Charlie is able to detect if a transaction is coming from a merchant outside of the U.S. and if the user has turned on "Disable non US Transactions," then Charlie will block any transactions coming from a non US merchant.

A user can turn this setting on by going to Fraud Shield > Scrolling to Advanced Settings > Clicking Disable Non US Transactions > Toggling Disable Non US Transactions on.

Accepted Answer

A SpeedBump is a combination of pauses, alerts, and real-time education introduced at the exact moments Charlie customers may be most vulnerable to fraud: when a new payee is added, when a large transaction is scheduled, or when an unknown device is detected. We pause money movement, send notifications to you via text and email, and provide educational information about fraud to empower you and help protect you. This combination of actions ensures you have enough time and information to make the best decisions, and to help prevent fraud from occuring.

Accepted Answer

When a new payee or device is added, a six-hour pause is immediately implemented before any money can be released. Money movement over $100 to established payees is paused for one hour. If you take no action, the money leaves your account at the conclusion of the pause with no further action required. However, if the activity is fraudulent or suspicious, you have the option to stop it.

Accepted Answer

Once money leaves a bank account, it becomes much harder, if not impossible, to recover it. The pause gives you crucial time to either cancel the transaction yourself in the Charlie app or to seek help from Charlie customer support.

Accepted Answer

You receive notifications via email and text informing you about the pause, the reason it was activated, along with information on how to contact Charlie customer support with any questions or concerns. This ensures you are maximally aware of what is happening on your account. In addition, you'll receive real-time smart alerts for all account activity, including important things like updated balances, new device log-ins, new payees, password changes, and address changes, ensuring you know exactly what happens in your account the moment it happens.

Accepted Answer

SpeedBumps are designed to help protect Charlie customers from several types of fraud: Impersonator scams, lottery/sweepstakes scams, grandparent scams, and other scams that create artificial urgency in order to push victims into making rash decisions. Further, in the unlikely event of an account takeover, SpeedBump pauses outbound money movement from unknown devices, giving Charlie customers enough time to respond.

Accepted Answer

Research shows that when people are aware of a specific scam, they are 80% less likely to engage with it, and if they do engage, they are 40% less likely to lose money or sensitive information. As financial fraud plagues older Americans, with over $28 billion stolen from them each year, SpeedBump ensures customers are maximally aware of the latest information about fraud so they are empowered to protect their money during the moments they are most at risk.

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24/7 phone support

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Media inquiries:

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How can we help?

Frequently Asked Questions

Download our App

Contact Support

How does Charlie work?

I signed up for Charlie, what's next?

How long does it take for my Charlie Visa® Debit card to arrive in the mail?

Can I move my Supplemental Security Income(SSI) to Charlie?

Can I move my Veterans Benefits and/or other pensions to Charlie?

How do I know I can trust Charlie?

Does Charlie charge fees?

When do I get paid for my Social Security benefits?

When will I receive my first Social Security payment?

I didn't get my payment on the expected date. What should I do?

How do I know if my SSA/SSI/VA direct deposit has arrived?

How does direct deposit work?

Will I get my tax refund early?

Where's my direct deposit?

Can I move my Supplemental Security Income(SSI) to Charlie?

Can I move my Veterans Benefits and/or other pensions to Charlie?

Is direct deposit the only way to add funds to my account?

How can I update my personal information like my address or phone number?

How do I update my communication preferences?

How do I reset my password?

Is there a monthly account minimum?

Does Charlie have fee-free overdrafts?

What are my spending and withdrawal limits?

Where do I find my account information?

Where do I find my cardholder agreement?

Who has access to creating a Family Photo Card?

Are there any additional costs to a Family Photo Card?

What file types are supported and is there a minimum resolution requirement for images?

Is Charlie a Bank?

Are Charlie accounts FDIC insured?

Does Charlie have physical branches?

Who is Sutton Bank?

How does Charlie make money?

How does Charlie protect me from fraud?

Does Charlie sell my personal information?

How does Charlie handle Federal and bank holidays and weekends?

How do I refer family or friends to Charlie?

How do I transfer money from my Charlie account to another bank account?

How can I move money from my other bank account to my Charlie account?

How do I find my Charlie account number or routing number?

How do I cancel a bank transfer with Charlie?

Does Charlie offer international transfers?

Does Charlie offer wire transfers?

Can I pay my bills online?

Can I send checks?

How can I deposit cash into my Charlie account?

Can I send a payroll direct deposit to my Charlie account?

How much money can I transfer into my Charlie account?

How much money can I transfer out of my Charlie account?

How can I connect an account with Plaid?

Why isn't my bank listed when I search for it in Plaid?

How should I connect my account if it isn't listed in Plaid?

How long does it take to transfer funds from my Charlie account?

Why can't I connect an external account to my Charlie account?

How much does it cost to transfer money?

How do I send money to someone?

How do I request money from someone?

How long does a transaction take to process?

Can I file a dispute for a Send money transfer?

Are there any fees?

What happens if I want to cancel the payment, or realize I've sent money to the wrong person?

Are there any limits to who I can send a payment to?

How can I troubleshoot issues with claiming "Send money" transfers if I’m not a Charlie member?

How do I accept a Send money transfer if I’m not a Charlie member?

How can I pay my bills online?

What kind of bills can I pay online?

How quickly do bill payments go through with Charlie?

Can I set up automatic bill payments?

How do I make a one-time bill payment?

Are there fees for paying bills directly through Charlie?

What should I do if my card is lost or stolen?

Where can I find an ATM?

How do I activate my Charlie Visa® debit card?

Why was my transaction declined?

How do I reset the pin for my Charlie Visa® debit card?

Can I use my Charlie Visa® debit card outside of the United States of America?