General

General

  • What is Relay?

    Relay is a financial management tool that helps consumers plan for everyday expenses and earn incredible cashback rewards in the process.

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  • What does Relay provide?

    Relay consists of three components:

     

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

    When you enroll in Relay, you simultaneously open both a Planned-Spend Account and a Relay Card account. The Planned-Spend Account is funded at enrollment with a one-time, lump sum. Each month, a set payout is pulled from your Planned-Spend Account and loaded onto your Relay Card, which can be used everywhere Visa debit cards are accepted.

    When you spend your monthly payouts on purchases, you’ll earn incredible cashback rewards. The only exception is if you withdraw money, enter a PIN, or make an ACH transfer. Your cashback rate 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.

    When you’re a Relay customer:

    • You have a tool to help you purchase everyday expenditures.
    • You can earn incredible cashback rewards.
    • You can earn competitive interest on the balance of your Planned-Spend Account of at least 1.00% APY.  
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  • 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 Group1001, an insurance holding company in the United States with assets under management of $36 billion of September 30, 2018.

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

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  • 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 $7,096.54 lump sum.
    • Monthly Payout: The funds generated by the Planned-Spend Account and subsequently loaded each month onto a customer’s Relay Card. In the example immediately above, 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, which currently ranges from 1.00%-1.25% APY, depending on the term you select.
    • Cashback rate: The cashback percentage you earn when you spend the monthly payouts loaded onto your Relay Card. Your cashback rate is determined by the specific Planned-Spend Account you choose at enrollment. For example, if you choose a 3-year plan, your cashback rate will be 3%. Your specific cashback 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 cashback rewards. Please refer to the Cardholder Agreement for more information regarding the terms and usage of your Relay Card.
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  • How do I sign up for Relay?

    To get started with enrollment, 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 cashback rewards.

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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 (d/b/a Guggenheim Life and Annuity Insurance Company in California; NAIC#83607). 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 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.

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  • How safe is the money in my Planned-Spend Account?

    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 (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.

    Guggenheim Life is 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, in the District of Columbia, and in Puerto Rico.

    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.

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  • 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.

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  • 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.

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  • 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.

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  • 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 cashback rewards on any additional funds that you load onto your Relay Card. Your cashback rate only applies to your monthly payouts generated from your Planned-Spend Account. The maximum cashback you can earn is based on a) your cashback rate and b) the total payouts from the annuity.

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

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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 cashback rewards on all purchases, except when you enter a PIN or make an ACH transfer. Your cashback rate is determined by the specific Planned-Spend Account you choose at enrollment.  

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  • 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 accounts 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 cashback 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

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  • 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 calendar 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 cashback rewards. If you have not received your card within 10 days, please call 1-844-505-1477 (Option 2) to order a new one.

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  • 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).

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  • How do I activate my Relay Card?

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

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  • 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: While you can add more funds to your Relay Card, 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 cashback rewards on any additional funds that you load onto your Relay Card. Your cashback rate only applies to your monthly payouts drawn from the one-time lump sum you provided upfront to open your Planned-Spend Account. The maximum cashback you can enter is based on a) your cashback rate and b) the total payouts from the annuity.

    For example, if you opened a 3-year Planned-Spend Account with a $7,096.54 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 cashback 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. 

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Cashback Rewards

Cashback Rewards

  • What are cashback rewards?

    Relay cashback 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 spent $100 of your payouts, and your cashback rate is 3%, then Relay would reward you with $3 cashback.

    Most cashback 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 cashback earn rate we offer is 3% for a 3-year Relay plan). And the highest cashback earn rate we offer is 7% for a 7-year Relay plan.

    Relay customers can earn cashback 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.

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  • What purchases qualify for cashback rewards?

    You are eligible to earn cashback rewards when you spend your Relay Planned-Spend Account monthly payouts loaded onto your Relay Card. Relay customers can earn cashback 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 cashback 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 cashback 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 cashback rewards while selecting “Debit” does not qualify for cashback rewards.

    If you make a purchase that does not qualify for cashback 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% cashback. You spend $150 of the payout on qualifying transactions and earn cashback 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 cashback 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 cashback reward opportunity (in this case, $2.50).  

    Note that the maximum cashback you can enter is based on a) your cashback rate and b) the total payouts from the annuity.

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  • What happens if a merchant defaults my transaction to be a “debit” transaction instead of a “credit” transaction?

    When making an in-store 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.

    While the choice is typically yours to make, some merchants may default the transaction type to “debit” when you present your Relay Card. In such a situation, the merchant’s point-of-sale technology typically displays an option for a customer to go back and select “credit.” You could also request assistance from the cashier to ensure the “credit” transaction type is selected.

    This is important for earning cashback since selecting “Credit” earns cashback rewards, but selecting “Debit” does not qualify for cashback rewards. 

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  • Do my cashback rewards expire?

    You may earn cashback 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 cashback rewards everywhere Visa debit cards are accepted, whenever you choose. 

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  • What is my cashback rate?

    Your specific cashback rate is determined based on the term of Planned-Spend Account you choose at enrollment. We offer plans that range from 3 to 7 years in duration. Your specific cashback rate will be documented and provided to you when you open the account.

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

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  • If I don’t spend my monthly payouts, will I still earn cashback rewards?

    You can earn cashback 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 cashback 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.

     

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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. We are in the process of publishing an iOS version of the Relay App for the App Store and will notify all users once the mobile app is live.

    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.”

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  • 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 cashback rewards you’ve been paid to date
    • The pending cashback rewards that you have earned and have yet to be paid, and the corresponding the payout dates 
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  • My Relay App "Good to Spend" and "Pending Transactions" balances look off based on my account activity. Why might that be?

    Hotels will typically ask you upon arrival for a card to authorize a pre-set amount of funds to pay for any incidentals/damages during your stay. If there are no issues with your room upon checkout, the authorization will eventually expire. While the authorization is not an actual purchase, your Relay App balances will reflect that the funds are technically tied up.

    For this reason, we recommend using a separate card for the pre-authorization to avoid any confusion. Upon check-out, if you do need to pay for incidentals/damages, you can always request the hotel to swipe your Relay Card instead to pay for the actual amount incurred.

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  • 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. 

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  • 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). 

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Still Need Help?

Still Need Help?

  • Relay Hours of Operation / Additional Resources

    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 or chat with us live during business hours (M-F 8:00 AM - 5:00 PM EST) at www.relayrewards.com, 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 and Planned-Spend Account support: M-F 8:00 AM - 5:00 PM EST
    • Option #2: Relay Card, Relay App, and cashback rewards support: 7 days/week 8:00 AM - 8:00 PM EST
    • Option #3: Lost/Stolen cards and Fraud support: 24/7
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