Sign-up errors can happen for a number of reasons. Branch banking services are provided by Evolve Bank & Trust, Member FDIC. Regulations require all financial institutions to perform Know Your Customer (KYC) checks when a new financial account is opened.
Branch collects personal information from workers upon account creation including worker name, address, birthday, and social security number. If we are unable to verify information provided during the application process, a worker would receive an error message stating as such.
What to tell workers who see an identity verification error:
If the error is related to identity verification, ask the worker to confirm the following before submitting a support request:
- Their legal name is entered exactly as it appears on their government-issued ID — not a nickname or shortened version.
- The address they entered matches their ID.
- The last 4 digits of their SSN match what was submitted on the roster.
If everything above is correct and the error persists, have them fill out a support request submission form with a screenshot of the error. Do not attempt to re-create the account before the error is resolved, this may create a duplicate record.
Worker is unable to sign up because their wallet is suspended:
If a worker’s wallet has been suspended, they will be unable to complete the sign-up flow. The worker cannot resolve this on their own.
- Contact Admin Support at adminsupport@branchapp.com with the worker’s name, employee ID, and a brief description of the issue.
- Include a screenshot of the error the worker is seeing if available.
Related Article:
Worker Resources:
Branch is not a bank. Banking services are provided by Lead Bank, Member FDIC and Evolve Bank & Trust, Member FDIC, which are Branch’s bank partners. The name of the bank partner for your account is listed on the back of your debit card and can also be found in the Branch App under “Your Account Information”. FDIC insurance only applies to eligible accounts should the bank holding your funds fail. Branch Mastercard Debit Cards are issued by Evolve Bank & Trust or Lead Bank, Member FDIC, as applicable, pursuant to a license from Mastercard and may be used everywhere Mastercard debit cards are accepted.