General

General

  • What is Relay?

    Relay helps people plan smart and spend happy. We offer financial products that help consumers plan for everyday expenses and earn incredible cash-back rewards.

    Was this article helpful?
    4 out of 4 found this helpful
  • Who is behind Relay?

    The Relay team consists of insurance and financial technology experts that share a mission to help consumers meet their financial goals and augment their purchasing power, by offering a suite of intuitive digital products.

    Relay is operated, promoted, and administered by Tomorrow Loyalty Services, LLC, a wholly-owned subsidiary of Group One Thousand One, an insurance holding company in the United States with assets under management of $36 billion of December 31, 2017.

    Relay is made possible with the help of our partners:

    • The Relay Planned-Spend Account is an immediate annuity, form number GLA-SPIA-RL-01 or a variation of such, issued by Guggenheim Life and Annuity Company (“Guggenheim Life”), which is headquartered in Indianapolis, Indiana. Guggenheim Life is a Delaware-domiciled insurance company (d/b/a Guggenheim Life and Annuity Insurance Company in California; NAIC #83607). Relay and/or certain features may not be available in all states. Guggenheim Life is currently licensed and authorized to do business in 49 states (all states except New York), the District of Columbia and Puerto Rico. The Relay Planned Spend Account is not FDIC insured, is not guaranteed by Sunrise Banks N.A., is not a deposit account, and may lose value. 

    • The Relay rewards program is offered to cardholders by Sunrise Banks, N.A. and administered by Urban FT, Inc. under license by Tomorrow Loyalty Services, LLC.

    • The Relay Visa® Prepaid Card is issued by Sunrise Banks N.A., St. Paul, MN 55103, Member FDIC, pursuant to a license from Visa U.S.A. Inc. This card may be used everywhere Visa® debit cards are accepted. Use of this card constitutes acceptance of the terms and conditions stated in the Cardholder Agreement.

    Was this article helpful?
    3 out of 4 found this helpful
  • What does Relay provide?

    Relay consists of three components:

    1. Relay Planned-Spend Account
    2. Relay Visa® Prepaid Card (“Relay Card”)
    3. Relay Cash-Back Rewards

    To enroll in Relay, you must first open a Planned-Spend Account with a one-time, lump sum. Then, a stream of monthly payouts is pulled from your Planned-Spend Account for the term you selected at enrollment. Each monthly payout is loaded onto your Relay Card, which can be used everywhere Visa debit cards are accepted.

    When you spend your monthly payouts on all purchases, except when you enter a PIN or make an ACH transfer, you’ll earn incredible cash-back rewards. Your cash-back earn rate schedule is determined by the specific Planned-Spend Account you choose at enrollment. Relay currently offers plans options with terms ranging between 3 and 7 years in duration. And your cash-back rate increases 1% per year. So, the longer you’re a Relay customer, the more cash-back rewards you’re able to earn.

    When you’re a Relay customer:

    • You have a great tool to help you purchase everyday expenditures.
    • You can earn incredible cash-back rewards.
    • You can earn a competitive interest on the balance of your Planned-Spend Account.
    Was this article helpful?
    0 out of 0 found this helpful
  • Who is Relay designed for?

    Relay is perfect for people who want to make the most of their hard-earned money by maximizing spending power and earning cash-back rewards. If you recognize that planning ahead and spending responsibly are smart ways to achieve your financial goals, then you will appreciate the value of Relay. Make your plan. Work your plan. Earn cash-back.

    Was this article helpful?
    1 out of 1 found this helpful
  • Relay Key Terms and Features

    Relay Key Terms and Features

    Let’s define some of the key terms and features to better understand the Relay value proposition.

    • Lump Sum. To open a Planned-Spend Account, you will need to provide a “lump sum” - a one-time upfront initial payment. For example, you could open a 3-year, $200/month Planned-Spend Account with a $7,184.29 lump sum.
    • Monthly Payout: The funds generated by the Planned-Spend Account and subsequently loaded each month onto a customer’s Relay Card. For example, you could open a 3.200 Planned-Spend Account, and a monthly payout of $200 would be loaded onto your Relay Card each month for three years.
    • Plan: The duration of the Planned-Spend Account, in years. We currently offer plans with 3, 4, 5, 6, and 7-year terms.
    • Interest rate. The rate earned on the cash balance of a Planned-Spend Account.
    • Cash-back earn rate: The cash-back percentage you earn when you spend the monthly payouts loaded onto your Relay Card. Your cash-back earn rate schedule is determined by the specific Planned-Spend Account you choose at enrollment. For example, if you choose a 3-year plan, your cash-back earn rate for the first 12 months will start at 3%. The cash-back earn rate will increase 1% per year for the rest of the plan. So you’ll get a 4% cash-back earn rate for months 13 to 24, and a 5% cash-back earn rate for months 25 to 36 of your 3-year plan. Your specific cash-back rate schedule will be documented and provided to you when you open a Planned-Spend Account.
    • Relay Visa® Prepaid Card (“Relay Card”): When you open a Planned-Spend Account, you will also open a Relay Card account. Your Relay Card is what you use to spend your monthly payouts and earn your cash-back rewards. Please refer to the Cardholder Agreement for more information regarding the terms and usage of your Relay Card. 
    Was this article helpful?
    0 out of 0 found this helpful
  • How do I sign up for Relay?

    The first step is to click “Build Your Plan” at the top of the home page to select your desired Planned-Spend Account option.

    You can build your own Planned-Spend Account by selecting a monthly payout amount and a plan term. Monthly payout options range from $200/month to $2000/month, and plan terms range from 3 to 7 years. Once you’ve chosen your desired monthly payout and term, our Plan Builder will calculate the lump sum needed to open your Planned-Spend Account. From there, select “Choose Plan & Continue” to proceed with the online application.

    Once you’ve successfully applied for your Planned-Spend Account and Relay Card, download the Relay app from the App Store or Google Play, which will allow you to monitor your monthly payouts, Relay Card balance, and cash-back rewards.

    Was this article helpful?
    1 out of 1 found this helpful
See all 11 articles

Planned-Spend Account

Planned-Spend Account

  • What is a Planned-Spend Account?

    A Relay Planned-Spend Account is an immediate annuity issued by Guggenheim Life and Annuity Company, a Delaware-domiciled insurance company, doing business as Guggenheim Life and Annuity Insurance Company in California. Your Planned-Spend Account provides a monthly cash flow stream over a predefined term. However, unlike most annuities, there are no penalties for withdrawing funds early. When you open a Planned-Spend Account and become a Relay customer, you will receive a written contract outlining exactly how your Planned-Spend Account works. This contract will include specifics regarding your monthly payouts and the free liquidity features of your Planned-Spend Account.

    Was this article helpful?
    1 out of 1 found this helpful
  • How safe is the money in my Planned-Spend Account?

    The Planned-Spend Account is an immediate annuity, form number GLA-SPIA-RL-01 or a variation of such, issued by Guggenheim Life (d/b/a Guggenheim Life and Annuity Insurance Company in California; NAIC#83607) ("Guggenheim Life"), a Delaware-domiciled insurance company with its principal office in Indianapolis, Indiana.

    The Relay Planned-Spend Account is not FDIC insured, as it is issued by an insurance company and not a bank, but it is backed by Guggenheim Life and Annuity Company, a highly rated insurance company (B++ by A.M. Best). Relay® and/or certain features may not be available in all states. Guggenheim Life is licensed in all states except New York.

    The Relay Planned Spend Account is not FDIC insured, is not guaranteed by the bank, is not a deposit account, and may lose value.

    The funds in your Relay Card account will be FDIC-insured and held at Sunrise Banks, N.A. Member FDIC.

    Was this article helpful?
    0 out of 0 found this helpful
  • Is the Relay Planned-Spend Account a non-qualified or qualified annuity?

    The Relay Planned-Spend Account is a non-qualified annuity. A non-qualified annuity is funded with after-tax dollars from personal savings. By contrast, a qualified annuity is funded from pre-tax dollars (from vehicles such as a traditional IRA, 401(k), etc.) In the future, we may offer a qualified annuity option in addition to the non-qualified annuity option that we offer today.   

    Was this article helpful?
    1 out of 1 found this helpful
  • Does my initial lump sum earn interest?

    Yes, it does. Unlike most money market and savings accounts that have fluctuating interest rates, the interest you earn on the funds in your Relay Planned-Spend account is fixed. Each of your monthly payouts includes a portion of your initial lump sum, as well as whatever interest you’ve earned.

    Was this article helpful?
    0 out of 0 found this helpful
  • I didn’t receive my payout. What should I do?

    For account issues such as missing Relay payouts, please call Relay customer support at 1-844-505-1477 (Option 1) to speak with a customer support representative who specializes in Planned-Spend Account payout issues. 

    Was this article helpful?
    0 out of 0 found this helpful
  • Can I add more funds into my Planned-Spend Account?

    No, you cannot add more funds into an existing Planned-Spend Account at this time. We are working on this product enhancement and hope to be able to offer Relay customers this flexibility in the future. You can, however, load additional funds onto your Relay Card. Note that you will not earn cash-back rewards on any additional funds that you load onto your Relay Card. Your cash-back earn rate only applies to your monthly payouts generated from your Planned-Spend Account.

    See this FAQ for more information on how to load additional funds to your Relay Card.

    Was this article helpful?
    0 out of 0 found this helpful
See all 9 articles

Relay Visa® Prepaid Card ("Relay Card")

Relay Card

  • What is the Relay Card?

    Your monthly payouts are deposited to your Relay Visa® Prepaid Card (“Relay Card”). When you use the Relay Card to spend your payouts, you can earn cash-back rewards on all purchases, except when you enter a PIN or make an ACH transfer. Your cash-back earn rate schedule is determined by the specific Planned-Spend Account you choose at enrollment. 

    Was this article helpful?
    2 out of 2 found this helpful
  • What is the difference between a Relay Planned-Spend Account and a Relay Card?

    When you enroll in Relay, you open two separate but related accounts: i) a Planned-Spend Account, which is an immediate annuity, and ii) a Relay Card account.

    The two are related because your Relay Planned-Spend Account generates monthly payouts that are loaded directly onto your Relay Card. Your Relay Card is the card you’ll then use to spend your payouts and earn cash-back rewards on all purchases (except when you enter a PIN or make an ACH transfer).

    It's important to point out that the balances of your Planned-Spend Account and your current Relay Card balance are two distinct, separate amounts. You can track both the remaining payouts from your Planned-Spend Account and the current balance of your Relay Card account via the Relay mobile app or by logging in at RelayRewards.com.

    Was this article helpful?
    0 out of 0 found this helpful
  • I just enrolled in Relay. When should I receive my Relay Card?

    Once you’ve enrolled in a Relay Planned-Spend Account and Relay Card and your one-time lump sum is verified and received by Guggenheim Life and Annuity Company, we’ll ship you a Relay Card. You can expect to receive your Relay Card in the mail within 7-10 days after you’ve enrolled to become a Relay customer. Your first monthly payout will already be loaded onto your Relay Card, so you’ll just need to activate your Relay Card and you can start spending and earning incredible cash-back rewards. If you have not received your card within 10 days, please call 1-844-505-1477 (Option 2) to order a new one.

    Was this article helpful?
    0 out of 0 found this helpful
  • Why wasn’t my address accepted?

    One reason your address may not have been accepted is that we do not mail to P.O. boxes at this time. Another reason your address may not have been accepted could be because the address you entered is not your primary address. Your primary address is most likely the one on your driver's license or state ID, and must be a physical location. If the primary address provided is still not working, please call Relay customer support at 1-844-505-1477 (Option 2). 

    Was this article helpful?
    0 out of 0 found this helpful
  • How do I activate my Relay Card?

    Activate your Relay Card by calling 1-866-484-1206.

    Was this article helpful?
    0 out of 0 found this helpful
  • Can I transfer additional funds onto my Relay Card?

    Yes, you can load more funds onto your Relay Card. Additional funds can be loaded to your Relay Card via ACH from an external bank account. This includes direct deposit services whereby a portion of your paycheck can be sent each pay period to your card.

    Note: You cannot add more funds to your Relay Planned-Spend Account at any point over your plan term at this time. In addition, you will not earn cash-back rewards on any additional funds that you load onto your Relay Card. Your cash-back earn rate only applies to your monthly payouts drawn from the one-time lump sum you provided upfront to open your Planned-Spend Account.

    For example, if you opened a 3-year Planned-Spend Account with a $7,165 one-time lump sum, you will have $200 payouts loaded onto your Relay Card each month for three years. If you load another $3,000 to your card, you can spend all those funds as you choose, but you would only earn cash-back rewards on your $200 monthly payouts.

    See this FAQ to learn how you can use the Relay mobile app to load additional funds to your Relay Card by locating your account and routing numbers and initiating ACH transfers. Most banks transfer funds within 3-5 business days, excluding weekends and bank holidays. Some banks allow you to select delivery options, including next day transfers. Please refer to the Cardholder Agreement for more information.

    Was this article helpful?
    1 out of 1 found this helpful
See all 17 articles

Cash-back Rewards

Cash-back Rewards

  • What are cash-back rewards?

    Relay cash-back rewards is a program where Relay rewards its customers when they spend their monthly payouts by paying a percentage of that purchase amount back to the Relay customer. For example, if you spend $100 of your payouts, and your cash-back earn rate that month is 3%, then Relay will reward you with $3 cash-back.

    Most cash-back rewards programs earn between 1%-2%. Some programs have promotional earn rates and others give back a little bit more when individuals spend within specific categories, like gas or groceries. With Relay, the lowest cash-back earn rate we offer is 3% (that’s 3% cash-back in the first year of a 3-year Relay plan). And the highest cash-back earn rate we offer is 13% (that’s 13% cash-back in the seventh year of a 7-year Relay plan).

    Relay customers can earn cash-back on all purchases, except when you enter a PIN or make an ACH transfer. Relay Cards can be used everywhere Visa debit cards are accepted, and rewards are paid on qualifying transactions regardless of the category, merchant, or time of the year in which you decide to spend your monthly payouts.

    Was this article helpful?
    0 out of 0 found this helpful
  • What purchases qualify for cash-back rewards?

     

    You are eligible to earn cash-back rewards when you spend your Relay Planned-Spend Account monthly payouts loaded onto your Relay Card. Relay customers can earn cash-back on all purchases, except when you enter a PIN or make an ACH transfer, everywhere Visa debit cards are accepted, regardless of the category, merchant, or time of the year in which you decide to spend your monthly payouts.

    Qualifying transactions are non-PIN, non-ACH purchases made with your Relay Card.

    You will not earn cash-back rewards if you:

    • Withdraw cash via ATM or teller
    • Transact by entering a PIN number
    • Transact by entering your ACH account information, or
    • Spend funds directly loaded onto the Relay Card from a source other than your Planned-Spend Account. Only the monthly payouts from your Planned-Spend Account are eligible for cash-back rewards.

    Remember: When making a purchase, you may be asked “Credit or Debit?” If you select “Credit”, you may be prompted for your signature. If you select “Debit”, you will be prompted to enter a PIN. The choice is yours to make, but selecting “Credit” earns cash-back rewards, while selecting “Debit” does not qualify for cash-back rewards.

    If you make a purchase that does not qualify for cash-back rewards, you will not lose the opportunity to earn those rewards. You can add funds back to your Relay card to replace the funds spent on a non-qualifying transaction.

    For example, let’s assume you receive a payout of $200 from your Planned-Spend Account, and you are currently earning 5% cash-back. You spend $150 of the payout on qualifying transactions and earn cash-back rewards in the process ($7.50). You spend another $50 in a debit transaction, by entering a PIN at the grocery store. That $50 purchase would not qualify for cash-back rewards because it was a debit purchase, not a credit purchase. However, if you add an additional $50 back to your Relay Card and make a qualifying transaction with those funds, you would be able to earn the remaining cash-back reward opportunity (in this case, $2.50).

    Was this article helpful?
    2 out of 2 found this helpful
  • Do my cash-back rewards expire?

    You may earn cash-back rewards when you spend your monthly payouts on all purchases, except when you enter a PIN or make an ACH transfer, and those earned rewards never expire. Your rewards are loaded onto your Relay Card and you can spend your cash-back rewards everywhere Visa debit cards are accepted, whenever you choose.

    Was this article helpful?
    1 out of 1 found this helpful
  • What are my cash-back earn rates?

    Your cash-back earn rate schedule is determined by the specific Planned-Spend Account you choose at enrollment. We offer plans that range from 3 to 7 years in duration. Your specific cash-back earn rate schedule will be documented and provided to you when you open the account.

    For example, if you choose a Relay plan with a 3-year term, you will have the following cash-back earn rates when you spend your monthly payouts on all purchases (except when you enter a PIN or make an ACH transfer):

    • 3% for the first year
    • 4% for the second year
    • 5% for the third year

    And, if you choose a Relay plan with a 7-year term, you will have the following cash-back earn rates when you spend your monthly payouts on all purchases (except when you enter a PIN or make an ACH transfer):

    • 7% for the first year
    • 8% for the second year
    • 9% for the third year
    • 10% for the fourth year
    • 11% for the fifth year
    • 12% for the sixth year
    • 13% for the seventh year

    To see how cash-back rates change with a given Planned-Spend Account term, check out our Plan Builder here.

    Was this article helpful?
    0 out of 0 found this helpful
  • If I don’t spend my monthly payouts, will I still earn cash-back rewards?

    You can earn cash-back rewards when you spend your monthly payouts on all purchases (except when you enter a PIN or make an ACH transfer) when you spend the monthly payouts loaded onto your Relay Card, regardless of what month they were loaded onto your Relay Card. If you have a leftover balance on your Relay Card at the end of any given month, you can spend that leftover amount in the future, and you will earn cash-back rewards for those leftover funds at that time. There is no need to spend the whole of your payout in any given month. You can let your payout balance accrue over time and spend it whenever you see fit.

    Keep in mind that your cash-back rate increases 1% per year each year that you’re a Relay customer. For example, if you have a 5-year plan, you’ll earn the following cash-back rates over the life of the product:

    • 5% on payouts received during the first 12 months
    • 6% on payouts received during the next 12 months
    • 7% on payouts received during the next 12 months
    • 8% on payouts received during the next 12 months
    • 9% on payouts received during the last 12 months

    If you were to let payouts accrue on your Relay Card, we would credit you the highest cash-back earn rate available to you. For example, let’s say you are on the 18th month of a $200 per month, 5-year Relay plan, and you have not yet spent any of your payouts. You would have $3,600 on your Relay Card, ready to earn cash-back. If you were to spend $1,200 in month 18 (6 monthly payouts of $200), you would earn 6% cash-back on that amount, because 6% is the highest cash-back earn rate available to you in the second year of your 5-year term. When you choose to spend the remaining $2400 on your Relay Card (the amount you accrued in the 1st 12 months of your 5-year term), you would earn 5% cash-back on those funds.

    Was this article helpful?
    0 out of 0 found this helpful
  • Is there a limit to the cash-back rewards I can earn?

    Yes, there is. Your cash-back earn rate schedule is determined by the specific Planned-Spend Account you choose at enrollment. We offer plans with terms ranging from 3 to 7 years. Your monthly payouts are determined by the amount of your one-time lump sum and by the term selected. Additional funds loaded onto your Relay Card via ACH will not earn cash-back rewards.

    Was this article helpful?
    0 out of 0 found this helpful
See all 10 articles

Relay App

Relay App

  • Where can I download the Relay App?

    The Relay App is available for download on the Google Play Store for Android devices and on the App Store for iOS devices. Regardless of mobile device, all Relay customers can access their latest account information by logging in at www.relayrewards.com/login and clicking on “My Dashboard.”

    Was this article helpful?
    0 out of 0 found this helpful
  • What information can I see in the Relay App?

    You can view all of the following at www.relayrewards.com, or in the Relay app:

    • Your Planned-Spend Account information
    • The total balance on your Relay Card, including pending transactions
    • The amount of cash-back rewards you’ve been paid to date
    • The pending cash-back rewards that you have earned and have yet to be paid, and the corresponding the payout dates
    Was this article helpful?
    0 out of 0 found this helpful
  • How do I change my Relay app access code?

    In the Relay app, go to Menu, then Settings, and then choose Security to change your access code.

    Was this article helpful?
    0 out of 0 found this helpful
  • What if I forgot my email or password?

    If you forget your password, open the Relay app and select Forgot Password on the login screen. If you forget your email, or if you no longer have access to the email used to open your Planned-Spend Account), please call the Relay customer support team at 1-844-505-1477 (Option 2).

    Was this article helpful?
    0 out of 0 found this helpful

Still Need Help?

Still Need Help?

  • Not finding what you're looking for?

    If you haven’t found an answer to your question in our FAQ section, please call the Relay customer support team at 1-844-505-1477, and we’ll do our best to get you the help you need. We have three support departments depending on your support needs:

    • Option #1: General inquiries & Planned-Spend Account support: M-F 8:00 AM - 5:00 PM EST
    • Option #2: Relay Card, Relay App, and cash-back rewards support: 7 days/week 8:00 AM - 8:00 PM EST
    • Option #3: Lost/Stolen cards and Fraud support: 24/7
    Was this article helpful?
    0 out of 0 found this helpful