FAQ

About Daylight App

• Where can I use my Daylight Visa® Prepaid Card?

  You can use your Daylight card everywhere Visa debit cards are accepted, online and in person (which is most places.)

• Can I use my Daylight card with Apple Pay / Google Pay?

  Yes! In fact, once you download and create an account, you won’t need to wait for your card to be delivered to get started. You’ll be able to start using your Daylight card straight away on Apple Pay, Google Pay and for online shopping.

• How do I know my money is safe with you?

  Daylight is a safe space for you and your money. Our app and services are built on top of our sponsor banking partner, Metabank, N.A., Member FDIC. This means your deposits are fully insured up to $250,000 in FDIC in checking accounts, savings accounts, money market deposit accounts, and certificates of deposit. You can learn more about FDIC at https://www.fdic.gov/deposit/deposits/.

• What if I lose my card?

  Don’t worry – happens to the best of us. You can freeze and unfreeze your account easily in the app, so if it turns up in your dungarees you won’t have to worry about reordering a card.

• Is my information secure with you?

  We take information security very seriously. Our servers use Transport Layer Security (TLS) protocol with 256-bit encryption, so you have peace of mind when using our app.

• How do I save money with Daylight?

  We offer a goals feature, as a way to put aside money for specific life goals.

• I'm trans/non-binary, will my card use my dead name?

  No. It’s not cool to dead name people, especially when it’s your bank. When you join, you will have the option to customize your card with your preferred name, even if it doesn’t match your identity documents. There is no cost to this when you join.

  If you change your name after you’ve joined and would like us to reissue you a new card with your preferred name, we’ve got your back. If you identify as trans and/or non-binary, we’ll send you a new card free of charge.

  Having a card with your name on it while still being dead-named in other areas isn’t cool. When you change your name in the Daylight app, we’ll update it across all of our touch-points, including customer support and email marketing.

  NB: We need to collect your legal name during the onboarding process for security and verification purposes, but that will be the only time you have to use it.

• Why do you collect my pronouns?

  While we believe that collecting your gender on an account isn’t important, we want to make sure that we are gendering you correctly if it happens to come up in conversation, for example in our email communications and our in-app support . Your pronouns can be changed at any time, and beyond the most common pronouns you can also set other pronouns (or ask for no pronouns at all.)

• What fees do you charge?

  Everyone hates when they get surprise fees from their bank, so we’re committed to full transparency about any fees ahead of time.

  We are working on a program to help underbanked and low-income members of our community to gain fee-free access to our card program and our financial literacy content. We will be sharing more about this soon.

  For our initial launch, Daylight is keeping our fee structure simple:
  

  • No monthly usage fee
  • No physical card fee
  • Your first in-network ATM withdrawal every calendar month is free (there’s a $0.57 fee for every withdrawal after that)
  • 3% international usage fee

  Please see your Cardholder Agreement in the legal section of your profile for a complete listing of fees.

• What is financial coaching? How is it different from financial advisory?

  Financial coaches are like having a life coach for your money. They focus on your relationship with your money and how to improve your money management habits. Working with your coach, you’ll define financial goals and budgets and they’ll be there to help you stay on track. They have a holistic approach to money and there are no minimum assets required to get their advice.

  Financial advisors are regulated by each state and can help you manage your assets and investments. They will use their knowledge and expertise of specific products and investments to construct personalized financial plans that aim to achieve the financial goals of clients. These plans include not only investments but also savings, budget, insurance, and tax strategies.

• How do you find financial coaches?

  We vet our coaches through a three-step process, understanding their existing client base, understanding their LGBT+ expertise and our CEO even does a session with each coach to make sure they “get it”.

• How do you protect my personal data? I’m not out of the closet. Will you out me?

  Your privacy is of maximum importance to us. Our servers use Transport Layer Security (TLS) protocol with 256-bit encryption, so you can have peace of mind that your data won’t be leaked.

• What services are included with my Daylight Visa® Prepaid Card?

  Your Daylight card is a mobile-first Visa Prepaid Debit card available to use anywhere Visa is accepted. With your Daylight card and app you can:
  

  • Use your physical card to make online or in-store purchases
  • Add your card to Apple Pay for online or in-store purchases
  • Spend with Google Pay for online or in-store purchases
  • Get instant notifications when you spend
  • Instantly freeze or unfreeze your card
  • Quickly connect with customer service
  • Connect with a financial coach to help you achieve your goals
  • Put money aside for a future goal
  • Learn about topics (financial or otherwise) that affect our community

  This list will continue to grow as we learn how we can best help you.

• How do I get a Daylight Card?

  Since Daylight is just getting started, we’re slowly rolling out availability on our platform. To get started, please sign up for the waitlist and we’ll send your personal invite as soon as we can.
  
  Once you’ve received your invite, here’s what you’ll need to get your Card:
  

  • 1. an Android or Apple phone
    2. your mobile phone number
    3. your contact information
    4. your mailing address
    5. your date of birth and SSN (for ID verification)

  Download the app following the instructions in your app invitation and follow the account registration and set up process. Once you’ve completed account setup, your Daylight Card should arrive in 3 – 5 days.

• How long does it take for my card to arrive?

  Once you’ve completed the account setup process in the app, your Daylight Card should arrive in 3 – 5 days.

• Why haven't I received my card?

  The typical delivery time for a new Daylight Card is 3 – 5 days. If you haven’t received your card after 7 days, please reach out to us through the in-app chat or at support@joindaylight.com so we can investigate or order you a new card.

• How do I put money into my account?

  Money is loaded onto your Daylight Card by way of ACH or direct deposit. You can do this by sending money to your Daylight account using your primary bank account. A typical initial direct deposit might look like this:

  • Visit your primary bank website and log in
  • Use the money transfer section of the site to add your Daylight account using your account and routing numbers. These can be found in the Daylight app by tapping the ‘Add money’ button on the dashboard.
  • You will likely need to confirm the account connection by verifying two micro-deposits that will appear in your Daylight account within one to two days.
  • Once verified, you can complete a transfer from your primary bank account to your Daylight Card.

  Once you’ve connected your accounts for the first time, you’ll be able to skip steps 1 – 3.

• How much money can I withdraw from an ATM?

  You can withdraw no more than $1,000 per 24 hours from ATMs.

• Can I deposit paper checks into my account?

  Daylight doesn’t currently support paper check deposits.
  

• What devices can I use the Daylight app on?

  Daylight supports mobile phones using iOS 10 and greater or Android 8.0 and greater.

• What do I do if I find a bug or issue with the app?

  The best way to get help reporting a bug or resolving an issue is through the app’s support feature. From the main dashboard, “Your goals,” or “Our community” sections, tap the question mark icon in the upper-right corner of the screen. From there you can start a conversation with our support team.

• How do I submit a feature suggestion?

  It’s our mission to serve our community in the best possible way. If you have an idea for something we or the app could do better, please submit that idea through the app’s feedback feature:

  • Access “Your profile” by tapping on the user icon in the upper-right corner of the dashboard, “Your goals,” or “Our community” sections.
  • Tap the “Support” menu item.
  • Tap the “Leave feedback” menu item.
  • Send us your thoughts, ideas, or feedback.

• How do I create an account?

  We’re currently only making the Daylight app available to a small group of users on our waitlist. Sign up at joindaylight.com. If you have an invitation, simply download the Daylight app from the Apple App Store or Google Play. You’ll then be able to create an account from the app.

• How do I activate my card?

  Once you receive your physical card in the mail, open the Daylight app, tap “Your card” on the home tab, and then “Activate card”.
  

• How do I change my card PIN?

  You can change your PIN directly from the Daylight app. Open the app and tap “Your card” on the home tab. From there, you’ll see the option to “Change PIN”.

• What do I do if I don’t recognize a transaction on my account?

  Tap on the transaction in question to see a detailed view. If you still don’t recognize the transaction, you’ll see an option to “Report transaction”. Tapping that will bring you into a live chat with our Customer Support team who will be able to assist you further.

• Why is my card being declined?

  Make sure you’ve activated your card and that there are enough funds in your account. If you still encounter issues, please contact our Customer Support team from within your Daylight app or email us at support@joindaylight.com.

• How do I replace a damaged card?

  Please contact our Customer Support team from within your Daylight app or email us at support@joindaylight.com. They will be able to help send a replacement card to you.

• How do I report my card lost or stolen?

  First, from within the Daylight app, tap on “Your card” on the home tab. Then, tap on the option to “Freeze card”. Doing so will prevent any further transactions from going through on your card. Then, contact our Customer Support team from within the app or at support@joindaylight.com to report your card lost or stolen. They will be able to assist you with getting a replacement card.

• How do I dispute a card transaction?

  Tap on the transaction in question to see a detailed view. You’ll see an option to “Report transaction”. Tapping that will bring you into a live chat with our Customer Support team who will be able to assist you further.

• How do I get a new card once I've changed my name on my account?

  Please contact our Customer Support team from within your Daylight app or email us at support@joindaylight.com. They will be able to help send a new card to you.

• What do I do if I have a question or problem?

  You’ll always be able to contact our Customer Support team from within your Daylight app or email us at support@joindaylight.com if you have a question or problem.

• How do I set a new goal?

  From the home screen of your Daylight app, you’ll see the option to “Create a new goal”. Tap that to give your new goal a name and set an amount to save towards.

• How do I delete a goal?

  From your Daylight app home tab, tap on the goal you wish to delete. Then, in the upper right corner, you’ll see an icon to edit your goal. Tapping that will bring you to a screen to edit the goal, with an icon to delete it in the upper right corner.

• I've reached my goal, now what?

  Congratulations! You can spend the funds in your goal using your Daylight card online or in-store. All you have to do is close your completed goal. This will move the money back into your main Daylight account.

• Do I get interest on my goals?

  Currently, we do not offer interest-bearing accounts. So, the money in your goals will not accrue interest. However, that may change in the future as we offer other types of accounts, like savings accounts that earn interest.
  

• How do I book a session with a financial coach?

  From your Daylight app, navigate to the goals tab, you should see your assigned coach at the top. From there you can learn more about their practice, and schedule a paid intro call.

• How do I change my assigned financial coach?

  For now, we only offer Kenny Davis as our financial coach, but we’ll be rolling out more coaches as we grow.

• What is your refund policy?

  We offer a full refund if cancellations are made 24 hours before a session. To cancel your session please decline the calendar invite in your email, and forward the decline confirmation email to us at support@joindaylight.com
  

• Is my information safe with my financial coach?

  Yes, all your information is kept securely within Daylight. Our coaches follow best practices for information security to ensure any data they collect is stored securely.

• How do I ask a question to the community?

  If you have a question you’d like posted in the community tab, please email us at community@joindaylight.com and we’ll share it.

• What do I do if I'm being bullied or harassed?

  We have a zero tolerance policy for bullying and harassment, so please email us details of what is happening at support@joindaylight.com and we’ll reach out to help ASAP.