Lost or Stolen Cards
Advise the worker to visit the Branch app and lock the card immediately. Locking the card will block new purchases where the card information is entered at checkout.
- Direct your worker to this user-facing article for more information on the next steps: What do I do if I lost my card or if it was stolen?
Compromised cards
If a worker reports that experienced an unauthorized transaction on their card, they must reach out to our Customer Support Team directly to file a dispute. Please note that Admin Support and our Customer Support Team cannot share specific transaction details with anyone except the account holder. Employers can support workers in this situation by sharing with them how to file a dispute, which can be found here: Disputes Information.
- Direct your worker to this user-facing article for more information on the next steps: What do I do if I notice an unauthorized or fraudulent charge?
Worker Access to Funds
Issue a new instant Card: You can issue a new Instant Card to your workers for immediate use while they wait for their new card to arrive.
- For activation information regarding Instant Cards, please see: How do I activate my Instant Card?
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.