• 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. 

  • 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.

  • 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.

  • 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). 

  • How do I activate my Relay Card?

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

  • 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.

  • How do I locate my Relay Card account and routing numbers?

    Open the Relay app, go to Menu, then Relay Card, then More, and finally See Account Numbers. There will you will see your account and routing numbers.

  • How much money can I load onto my Relay Card?

    Your maximum balance your Relay Card allows is $20,000.

  • Should I use a PIN for making purchases, since it says "debit" on the Relay Card?

    Your Relay Card may be used everywhere Visa debit cards are accepted. You can make purchases by selecting “debit” and entering your PIN number or by selecting “credit” and signing your signature.

    When you spend monthly payouts on your Relay Card, you may earn cash-back rewards on all purchases, except when you enter a PIN or make an ACH transfer. You will not earn cash-back rewards on purchases you make when you enter your PIN, on cash withdrawals, or on any additional (non-Planned-Spend Account) funds loaded directly onto the Relay Card.

  • How do I reset my PIN for my Relay Card?

    To reset the PIN for your Relay Card, please call Relay customer support at 1-844-505-1477 (Option 3).

  • Can I make purchases with my Relay Card online?

    Yes, you will earn cash-back rewards shopping online just as you would at a brick-and-mortar location and signing for your purchase. To do so, you will need to enter your Relay Card number and expiration date into the merchant’s site.

    Note: Purchases you make by entering your ACH information (account/routing number) are not eligible for cash-back rewards.

  • Can I use my card outside the United States?

    Yes, you can use your Relay Card outside the United States everywhere Visa debit cards are accepted. It’s not necessary to alert Relay that you’re leaving the country.

  • What happens if my Relay Card is lost or stolen?

    Tell us AT ONCE if you believe your card or access information has been lost or stolen or if you believe that an electronic funds transfer has been made without your permission. To report a lost, stolen, or unauthorized transaction on your Relay Card, please call 1-844-505-1477 (Option 3) to speak with a customer support representative who specializes in lost & stolen cards and fraudulent account activity.

  • There are possibly fraudulent charges on my account. What should I do?

    Tell us AT ONCE if you believe your card or access information has been lost or stolen or if you believe that an electronic funds transfer has been made without your permission. To report a lost, stolen, or unauthorized transaction on your Relay Card, please call 1-844-505-1477 (Option 3) to speak with a customer support representative who specializes in lost & stolen cards and fraudulent account activity.

  • Can I add my Relay Card to a digital wallet like Apple Pay or Google Pay?

    Not at this time. However, we are working on adding this feature in the coming months and will let existing Relay customers know once this feature is available.

  • Are there any fees charged for using the Relay Card?

    If you have an active Relay Planned-Spend Account, the Relay Card does not have activation fees, purchase transaction fees, or monthly account fees.

    That said, a Relay customer may be charged a fee by a bank, mobile or cash load location, for completing a balance inquiry or for withdrawing from an out-of-network ATM, or making an international purchase. All Relay Card fees are outlined in the cardholder agreement and provided at the time of enrollment. See the Cardholder Agreement for a complete fee listing for the Relay Card.

  • Why did my Relay Card account close?

    There are a few reasons why your Relay Card account could have closed. Please call the Relay customer support team at 1-844-505-1477 (Option 2) for more information.