Get a free Family Photo Card with Charlie: banking for 62+

Question 1

Did you know about Charlie text commands?

Answer

Simply send a command to 62345, and we'll assist you!
Text 'sleep' to temporarily lock your card and protect it from unauthorized transactions. Your recurring payments will still be processed.
Text 'wake' to unlock your card when you're ready to use it again.
Text 'balance' or 'bal' to check your available account balance anytime.
Text 'payment' to find out your next Social Security payment date.
If you previously opted out of texts, please text ‘start’ first to enable texts.
Again, Simply send a command to 62345, and we'll assist you! Text STOP to opt-out. Msg & data rates may apply.

Question 2

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 3

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 4

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 5

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 6

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 7

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 8

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 9

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 10

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 11

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 12

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 13

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 14

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 15

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 16

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

Answer

To report your card lost or stolen, please go to More / My card on your app, and then select, "Report Card Lost or Stolen."

‍

Question 17

How do I activate my Charlie Visa® debit card?

Answer

Once your card arrives, follow the instructions included with the card or call (866) 674-9629 and follow the prompts to activate the card, log into your app to set your pin.

Question 18

Why was my transaction declined?

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.

To resolve, try checking your fraudshield settings. If you have sleepmode enabled or frozen your card, you can unblock this by going to more / my card in the Charlie app or by texting 62345.

If you have responded “not me” to a fraud transaction, your card will only be available for in person transactions and will not be available online. To order a replacement card, go to More / My card on your app, and then select, "Report Card Lost or Stolen."

Question 19

Having trouble logging in?

Answer

On the log in page, double check to make sure the email address you’re using is the email associated with your Charlie account. Please also double check the spelling and select “forgot password.” An email will be sent to the address on file to allow you to reset your password.

Question 20

Waiting for a new card?

Answer

Standard shipping takes up to 2 weeks. Express shipping takes up to 3 business days. In the meantime, please add your Charlie card to your mobile wallet!

Question 21

Looking for your account details?

Answer

All account details are available by logging into your Charlie account. This includes transaction history, account and routing number, and bank statements, which are issued on the 6th of every month. You can also update your mailing address and phone number!

Question 22

Trouble cashing a check?

Answer

For the fastest resolution for check cashing, please reach out to our check cashing partner Ingo at 229-276-3990 or reach out to them by email at help@ingomoney.com.

Get a free Family Photo Card with Charlie: banking for 62+

As featured in

Carry your loved ones with you

How it works

Sign up for Charlie

Personalize your card

Order your card

Receive and activate your Family Photo Card, and show it off!

Charlie
FraudShield

Comprehensive, personalized protection built exclusively for the 62+.

Sleep Mode

Text me all transactions

Block online purchases

Upload a security photo

Additional Benefits

Real human support,
7 days a week

No monthly fees.*
No minimums.

Earn 3% APY**

55,000 fee-free ATMs nationwide.

Up to $250,000 fully insured.

You have questions.
Charlie has answers.

Join today

How can I contact Charlie?

Email, call, or text for customer support

Email

6am-10pm CT, every day

Phone

6am-10pm CT Monday - Friday

Text

Text 62345 to check your balance, see your next Social Security payment date, and use other instant shortcuts. Learn about text commands here.

Careers at Charlie

Media inquiries:

Social