X Money Frequently Asked Questions

Getting Started

What is Money?

Money is a financial services app that offers a modern, secure, and fast digital banking experience designed to make managing your money simple and rewarding. X Payments LLC is not an FDIC-insured bank. Deposit accounts are held at Cross River Bank, Member FDIC, and insured up to $250,000.

What are its features and benefits?

With Money, you get:

• Industry-leading APY: Earn up to 6.00% APY with Premium+, and up to 6.00% APY with Premium once Qualifying Direct Deposit requirements are met. See here for details.
• Early direct deposit: Receive your paycheck up to 2 days before your usual payday when you sign up for direct deposit.
• Instant payments to users on X: Send, receive, or request money instantly from anyone on the X network. No fees or limits.
• Unlimited cashback: Earn 3% cashback on eligible purchases with the X Card.
• Free ATM withdrawals: Withdraw cash fee-free from an expansive network of ATMs, and get reimbursed for fees incurred at out-of-network machines.
• Debit card with purchase protection: Use virtual or physical debit cards for purchases, with Visa's Zero Liability Policy which ensures you won’t be held responsible for unauthorized transactions.
• Powerful security: Keep your account secure with passkeys and advanced privacy controls.
• 24/7 support: Our chat assistant and agents are always available to help.

Who is the bank partner for Money?

Cross River Bank.

What are the requirements to use Money?

You must:

• Be at least 18 years old
• Be a U.S. resident
• Have a verified U.S. phone number
• Have an X account in good standing
• Accept the account opening documents

Who has access to Money?

Money is currently available to select U.S. users and is expanding soon. We'll notify you once it's available on your account.

Do I need an X account to sign up?

Yes. You must have an X account to open and use Money.

Where can I use Money?

Money is available to U.S. residents. You can use your account while traveling.

Why do I need to provide my legal name, Social Security Number, or residential address?

U.S. financial regulations require us to verify the identity of everyone who opens an account.

What if my details are tied to another account?

Each person can only enroll in Money using one X account, even if you have multiple X accounts.

• If you didn’t open the other account yourself: Please contact Support right away so we can review and secure your information.
• If you want to switch to a different X account: You’ll need to close your current Money account first. Make sure to withdraw or spend any remaining funds, then you can enroll again with your preferred X handle.

Account and Profile Management

How do I update my address or phone number?

Open the Money tab, tap the gear icon in the top-right corner to access Settings, then select Personal Information. From there, you can edit and save your updated details.

How do I change my legal name?

Start by updating your name with the Social Security Administration. Then log in to your X account, go to the Money tab, tap the gear icon in the top-right corner, and select Personal Information to update your name. If we can’t verify the change through public records, we may ask you to provide legal documentation (such as a court order or marriage certificate) along with a government-issued ID showing your new name.

What happens if I move?

If you move, be sure to update your address in the app right away so your account stays up to date. Don’t forget to include your full residential and mailing address, including apartment or unit numbers if applicable, to avoid delays with verification or card delivery. Cards cannot be mailed to PO boxes, only residential addresses.

How do I close my account?

Go to the Money tab, tap the gear icon in the top-right corner, and select “Close Account”.

Can I reopen a closed account?

Yes. If your account was closed in good standing, you can reapply through the onboarding process. You’ll need to verify your identity again, but once approved, your account will be reopened.

Can I add an authorized user?

Not at this time. Joint account features are coming soon!

Can I add a beneficiary?

You can add a beneficiary to your Money account within Settings on X.com. Adding a beneficiary is not currently available via the X app.

How do I view my account details (routing number, account number, etc.)?

To view your account details, choose the desired account from the Money menu. From there, select “Account Details”. Here you’ll find the account type, account number, routing number, bank name, and bank address. Use these details for deposits and wire transfers from U.S. banks.

Card Management

Do I get both a virtual and physical card?

Yes, you’ll receive a virtual card automatically when you onboard to Money and you can order a physical card as well. The physical card will be sent to the mailing address you have listed in Settings under “Personal Information”. Ensure this address is up to date before ordering your card. Cards cannot be mailed to PO boxes, only residential addresses.

Both cards are issued under the same account but have unique card numbers, so you can manage each one separately for added flexibility and security. For your protection, the physical card does not display the card number, expiration date, or CVV. This information is only available within the Money tab on X.

How do I activate my card?

Log in to your X account, open the Money tab, and tap X Card to activate your physical card. Your virtual card is activated automatically as soon as it’s issued.

What should I do if my card is lost or stolen?

Open the Money tab and tap X Card. From there, select Security. Within this menu, you can:

• Lock your card immediately. If you’ve only misplaced it, you can temporarily lock your card and unlock it later once it’s found.
• If it’s permanently lost or stolen, you can request a replacement.

Review your recent transactions and report any you don’t recognize by filing a dispute directly in the app.

How long does it take to get a replacement?

Replacement cards typically arrive within 7–10 days. Expedited shipping may be available for faster delivery. While you wait, your virtual card remains active, so you can continue using your account without interruption.

Are there ATM withdrawal limits?

Yes. You can view your current limits anytime in the app: log in to your X account, go to the Money tab, tap the gear icon in the top-right corner, and select Limits.

What if I enter my PIN incorrectly too many times?

For security, your card may be temporarily locked after multiple incorrect PIN attempts. You can unlock it directly in the app, or contact Support if you need help.

Can I use my card for subscriptions or recurring payments?

Yes. You can use your X Card for recurring charges such as streaming services, utilities, or gym memberships. Just enter your card details with the merchant once, and future payments will process automatically as long as you have available funds.

Does Money support digital wallets?

Yes. You can add your X Card to Apple Pay, Google Pay, and other supported digital wallets to make secure, contactless payments anywhere they’re accepted.

How do I modify my daily card purchase limit?

You can easily update this on the Limits page in Settings. No need to contact Support for this.

How can I protect my card?

You can set a daily spending limit for your card. Once the limit is reached, further payment attempts will be declined. Set this under Settings > Security and Privacy in the Money tab.

Disputes

How do I dispute a transaction?

To file a dispute:

• Log in to your X account and open the Money tab.
• Tap Activity and find the transaction you want to dispute.
• Tap the three dots on the right side of the screen.
• Select Dispute Charge and follow the prompts.

What documents do I need for a dispute?

Depending on the type of transaction, you may be asked to provide:

• A copy of your receipt or order confirmation
• Emails, chats, or texts with the merchant
• Return shipping proof or refund confirmation (if applicable)
• Any other details that help explain the issue

Our Support team will guide you through what’s required so we can review your case quickly.

How long do I have to report a dispute?

We recommend reporting any transaction you believe is incorrect, unauthorized, or fraudulent as soon as possible.

Disputes must be reported within 60 days of the statement date on which the transaction first appeared. Because filing timeframes can vary depending on the type of dispute, we encourage you to contact us promptly once you identify an issue.

If you believe your card has been compromised or someone has gained access to your card information, please deactivate your card in the app to help prevent additional unauthorized transactions.

Can I dispute a pending charge?

No. Pending transactions can’t be disputed because the merchant hasn’t finalized the charge yet. Once the transaction posts to your account, you’ll be able to file a dispute if needed.

How long does a dispute take?

Most disputes are resolved within 30–45 days. In rare cases, it can take up to 120 days, depending on the type of transaction and the information required from the merchant.

Will I get provisional credit?

Yes, if your dispute is eligible, we’ll issue provisional credit within 10 business days while we investigate. This gives you temporary relief while the review is ongoing. If the dispute is resolved in your favor, the credit will remain. If it’s denied, the provisional credit will be reversed and the charge will stay on your account.

Electronic Check Writing

How do I send an electronic check?

You can send an electronic check by navigating to Send > Mail a Check.

Can I send checks to individuals and businesses?

Yes. You can send checks to both individuals and businesses directly from your Money account.

Are there fees?

Refer to the app for any applicable fees.

How long does it take for checks to arrive?

Checks typically arrive by mail within 5-7 business days and are subject to the bank’s processing times.

When are funds deducted from my account?

Funds are deducted from your Money account when the check is issued. The check is then mailed to the recipient and typically arrives within 5–7 business days. Once deposited, the depository bank will process the check according to its own clearing timelines.

What’s the maximum check amount I can send?

You can find your check sending limits by logging into your X account, going to the Money tab, tapping the gear icon in the top-right corner to access Settings, then Limits.

Can I stop payment on a check?

Yes, you may request a stop payment as long as the check has not already been cashed. To request a stop payment, please contact support and provide the Payee Name, Check Amount and Date of Check.

FDIC Insurance and Sweep Program

Is my account FDIC insured?

Yes. Funds in your Money account are eligible for FDIC insurance up to the standard maximum deposit insurance amount (“SMDIA”) of $250,000 per depositor, per FDIC-insured bank, per ownership category provided.

What does the $250,000 FDIC insurance limit actually cover?

The FDIC insures up to $250,000 per depositor, per FDIC-insured bank, per ownership category. This means if an FDIC-insured bank fails, you can recover up to $250,000 of your deposits at that bank for each ownership category you have.

How can I get more than $250,000 in FDIC insurance coverage?

You can increase your total coverage by:

• Spreading money across multiple FDIC-insured banks
• Using different ownership categories (individual and/or joint)
• Participating in a sweep program like ours, which automatically spreads your funds across multiple banks. Through the Sweep Program, your funds can be spread across enough participating banks to provide FDIC coverage up to a maximum of $10 million per ownership category.

What is the Sweep Program?

The Sweep Program is a service administered by IntraFi Cash Service® (ICS) that automatically transfers funds into demand deposit accounts at one or more participating banking institutions. It is designed to help you access additional FDIC insurance coverage by spreading funds across multiple FDIC-insured banks, up to an aggregate maximum of $10 million per ownership category.

How does FDIC insurance apply to funds in the Sweep Program?

Your funds in the Sweep Program Accounts are aggregated with any other deposits you hold at the same institution in the same legal ownership category. The combined total is eligible for FDIC insurance up to the SMDIA of $250,000 per institution, per ownership category. Across all participating institutions, the Sweep Program is designed to provide total FDIC insurance coverage up to a maximum of $10 million per ownership category.

Is the Sweep Program guaranteed to keep my funds at or below $250,000 at each bank?

No. Although the program is designed to place no more than $250,000 at any single Destination Institution, there is no guarantee it will always achieve this.

What happens if my funds exceed $250,000 at any one institution?

Any amount exceeding the SMDIA of $250,000 at one institution with the same ownership category (after aggregation) will be ineligible for FDIC deposit insurance.

When will my deposits be placed into the Sweep Program?

The same-day cutoff time is 12:00 PM EST. Deposits received before this time are eligible for same-day sweeping. Deposits received after 12:00 PM EST will be swept on the next business day.

How do withdrawals work from the Sweep Program?

You may only withdraw funds from your Money account. Funds will be automatically pulled from Sweep Program Accounts as needed.

Do I earn interest on my swept funds?

Yes. You earn interest on funds placed in the Sweep Program. Rates and details are disclosed in our 𝕏 Money Stored Value Account Terms of Service.

Can I opt out of FDIC insurance or the Sweep Program?

You cannot opt out of FDIC insurance. However, you can opt out of participating in the Sweep Program. If you do, your funds will remain at CRB and will only be insured up to $250,000.

How can I see where my funds are placed and how they are divided?

You can find the list of banks where your funds are placed here.

Can I choose which institutions to send my funds?

Your funds will be swept to banks listed in the bank list here. If you do not wish to have your funds swept to any one of these institutions, you may opt out of the Sweep Program. If you do, your funds will remain at CRB and will only be insured up to $250,000.

Will my monthly statement show details about the Sweep program?

Yes. Your monthly statement will list each bank holding your funds, along with your balance at each institution as of the statement date.

Fees, Limits, and Rewards

What fees may apply?

Money is designed to keep fees low. The only fees you may see are:

• Instant debit card withdrawals: 1.75% of the transaction amount (minimum fee of $0.25)
• ATM withdrawals: Any fees charged are fully reimbursed within 3 calendar days
• Metal card replacement: First replacement free, $35 fee per replacement thereafter
• Outbound domestic wires: Premium receives two free wires per year, $20 fee per wire thereafter. Premium+ receives unlimited free wires.
  
• Check issuance: $0 for standard delivery, $25 for two day delivery

Always refer to the app for the most up to date fees.

Does Money charge inactivity fees?

No, Money does not charge inactivity fees. If your account remains inactive for an extended period of time, it may be subject to state unclaimed property laws. If that happens, we will notify you before any action is taken.

Are there foreign transaction fees?

Money does not charge additional foreign transaction fees on debit card purchases. However, transactions made in a foreign currency will be converted to USD and applicable currency exchange rates will apply.

What are the transaction limits with Money?

You can find your limits by logging into your X account, going to the Money tab, tapping the gear icon in the top-right corner to access Settings, then Limits.

Does Money offer interest on balances?

Yes! Your Money account earns competitive interest on eligible balances. Interest is calculated daily and paid monthly, so your money grows automatically while it’s in your account.

Premium+ subscribers are eligible for 6.00% APY. Premium subscribers earn 4.00% APY, and are eligible for 6.00% APY by receiving $1,000 or more in qualifying direct deposits, such as payroll or X Creator Payouts, within the past 34 days. See the full terms for details, eligibility, and current rates.

How does the Annual Percentage Yield (APY) work?

Annual Percentage Yield ("APY") is the effective annual rate of return that reflects the total amount of interest paid on an account, based on daily compounding over a 365-day period. APY is calculated using the following formula:

APY = 100 × [(1 + Interest/Principal)^(365/Days in term) − 1]

— where "Principal" is the amount of funds assumed to have been deposited at the beginning of the account.

To determine the total interest figure used in the formula, we assume that all principal and interest remain on deposit for the entire term and that no other transactions (deposits or withdrawals) occur during the term. Interest is computed using the daily balance method, as described in Appendix 3 (𝕏 Money Interest Addendum) of the 𝕏 Money Stored Value Account Terms of Service.

Do I earn rewards when I use my Money card?

Yes! You’ll earn 3% cashback on eligible purchases made with your X Card. Cashback rewards are automatically redeemed to your account every week. You also have an option to redeem any earned rewards at any time in the app.

What transactions are not eligible for cashback when I use my X Card?

You can find which transactions aren’t eligible for cashback here.

Will I receive a tax form for interest earned?

Yes, if you earn $10 or more interest during a calendar year, you will receive a Form 1099-INT. Tax documents are typically available on our portal by January 31 of the following year.

Funding Your Account

What are the ways to add money to my account?

You have several options to add funds to your Money account:

• ACH transfer (1-3 business days)
• Wire transfer (same-day if initiated before the 3 PM ET cutoff, Monday–Friday, excluding bank holidays)
• Debit card load (instant)
• Cash load at retailers (instant)
• Mobile check deposit (1-4 business days)
• Peer-to Peer transfer from another user on X (instant)

How do I link a bank account to my Money account?

Log in to your X account and go to the Money tab. Tap Deposit, then choose to link either your bank debit card or your bank account. Debit card loads are instant, while ACH transfers may take 1-3 business days to post.

How do I deposit cash to my Money account?

You can deposit cash to your Money account for free at thousands of participating retailers. This is called a cash load: you hand your cash to the cashier at an eligible store, and it's added directly to your Money account, typically within minutes.

To make a cash load:

1. Select Deposit from the Money home page.
2. Select Cash as your deposit method.
3. Use the map to find an eligible location near you.
4. Follow the steps in the app to complete your deposit at the register.

Can I deposit cash at an ATM?

We recommend using a cash load at a participating retailer. Cash loads are not the same as ATM deposits — ATMs are not part of our free deposit network. If you deposit cash at an ATM, the ATM operator may charge a fee, and these fees are set by the operator and are not reimbursed. To avoid unexpected fees, always find an eligible retailer through the app before depositing.

Can I link a joint bank account?

Yes. You can link a joint bank account as long as both account holders are authorized on that external account.

Can I receive direct deposits like payroll or government benefits?

Yes. You can set up your Money account to receive direct deposits, including paychecks, tax refunds, and government benefits. To set it up: log in to your X account, go to the Money tab, then select “Direct Deposit��� from Settings. From here, select “Continue” to use Pinwheel to automatically update your account details with your payroll provider in a few clicks. You can also select “Account Details” to view your account numbers and manually update them with your employer or benefits provider. Funds usually arrive within 1–3 business days, and eligible direct deposits may be available up to 2 days early.

How do early direct deposits work?

As soon as we receive payment details from your employer or benefits provider, we make the funds available – no waiting for standard processing. Exact timing depends on when your employer submits payroll, so availability may vary from deposit to deposit. Funds can arrive up to two days early.

What are the deposit limits?

You can find your deposit limits by logging into your X account, going to the Money tab, tapping the gear icon in the top-right corner to access Settings, then selecting Limits.

Limits may be subject to review and may vary based on account activity or risk monitoring.

Can I link Money to my other financial institutions using Plaid?

Yes. Within Plaid, search for and select “X Money” to link your account to your other financial institutions.

What happens if a deposit is unsuccessful?

If a deposit can't be completed or fails, we'll notify you in the app along with any available details about the issue.

If the deposit was rejected after it reached us, we'll explain the reason for the rejection. If it failed or was returned before reaching us, your sending bank will usually have the most detailed information about why the transaction couldn't be completed.

What happens if my balance goes negative?

Your account will be restricted, which prevents new transactions until the balance is positive again. You will need to deposit sufficient funds to resolve the negative balance. All deposit methods remain available, including P2P transfers, bank or debit card deposits, cash loads, direct deposit, and check deposits.

Identity and Verification

How do I verify my identity?

When enrolling in Money, you may be asked to provide information such as your full name, date of birth, Social Security Number, phone number, and full residential address or ZIP code. If any of these details don’t match public records, we may ask you to confirm additional identifying information or upload a government-issued photo ID to complete the process.

Tips for faster verification:

• Make sure your details match your government ID exactly (no nicknames or typos).
• Include your full residential address, along with any apartment or unit number. PO boxes cannot be used as residential addresses.
• Use good lighting when photographing your ID, and make sure the whole document is visible with no glare.
• Confirm your ID is valid and unexpired.
• If the first attempt fails, try again from a different device or with a stronger internet connection.

What if my personal details don’t match public records?

Verification can fail for a variety of reasons, most commonly small differences between the information you entered and the records held by our verification sources.

If we can't verify you automatically, we'll prompt you to complete an additional step to confirm your identity and protect your account. You'll be asked to:

• Upload a photo of your valid government-issued ID
• Take a selfie

Once you submit these, we'll review your information and let you know if anything further is needed. In most cases, completing Document Verification is all that's required to continue onboarding. If Document Verification also fails, please contact Support and we'll help you finish the process.

Why is my account locked?

Your account may be temporarily locked if we detect unusual activity, need to review for possible fraud, or suspect a Terms of Service violation. This is done to keep your account secure. To resolve this, please contact Support and our team will guide you through the next steps.

• If your X account is locked: Open X, navigate to the sidebar and select “Help Center”.. From there, click the three lines in the top right corner, select Contact Us, and follow the steps to unlock your account.
• If your Money account is locked: Log in to your X account, go to the Money tab, tap the gear icon in the top-right corner, select “Support and Feedback”, and follow the prompts for assistance.

Mobile Check Deposits

How do I deposit a check electronically?

To deposit a check, tap Deposit. Then select the deposit method in the “From” field, then choose Check. From there, scan the front and back of the check and confirm the amount.

What types of checks can I deposit?

You can deposit most personal, payroll, and government checks using mobile check deposit.

What checks are not accepted?

We can’t accept foreign checks, third-party checks, post-dated checks, or checks that have been altered in any way.

Do I need to endorse my check?

Yes. Before depositing your check, sign the back and write “For Mobile Deposit at X Money.”

How long does it take for funds to be made available?

Up to 4 business days.

What are the mobile check deposit limits?

You can find your mobile check deposit limits by logging into your X account, going to the Money tab, tapping the gear icon in the top-right corner to access Settings, then Limits.

What happens if my deposit is rejected?

If your mobile check deposit is rejected, you’ll receive an in-app notification explaining why. For example: a blurry image, missing endorsement, or an ineligible check type.

Why would my check that has been deposited using mobile check deposit not be accepted?

Common reasons include:

• Poor image quality
• Missing endorsement
• Amount mismatch
• Exceeds deposit limits

What happens if a check I deposited is returned?

If a deposited check is returned unpaid by the issuing bank, the amount will be deducted from your Money account balance. You’ll receive an in-app notification with the reason for the return.

Can I cancel a mobile check deposit after submitting it?

Yes, you have until 3 PM Eastern time on the same day the deposit was submitted. After 3 PM, the deposit begins processing and can no longer be canceled. If you need assistance before the cutoff time, please contact Support as soon as possible.

Peer to Peer (P2P) Payments

How do I send money to another X user?

Log in to your X account, open the Money tab, and tap Send. From there, you can search for the X user you want to pay or scan the recipient’s QR code.

How do I request money from another X user?

Log in to your X account, open the Money tab, and tap Request. From there, you can search for the X user you’d like to request money from or let them scan your QR code.

How long does it take to send money with Peer to Peer (P2P)?

Payments are usually instant. In rare cases, they may take a little longer if extra processing is required based on the account status of either the sender or the recipient.

Can I cancel a P2P payment?

You can cancel a payment only if it’s still pending. Once a payment is completed, it can’t be reversed. Always double-check the details before sending.

What if the recipient doesn’t claim the money?

Recipients only need to claim a payment if they haven’t onboarded to Money yet. If they already have an account, the money is deposited automatically.

If a payment isn’t claimed, it will expire automatically and the funds will return to your account, usually within 14 days.

Are P2P transfers free?

Yes, P2P transfers are free as long as both the sender and recipient are using Money.

What are the P2P limits?

There are no limits on P2P transactions once your identity is verified.

Can I send or receive money internationally?

P2P transfers are only available between Money users, and the Money offering is only available to U.S. residents at this time.

Can I schedule a future P2P payment?

Yes. You can schedule a P2P payment to be sent on a future date or set up recurring payments.

To schedule a payment:

1. Select Send from the main page
2. Select the recipient
3. Enter the payment amount
4. Add a note (optional)
5. Select Schedule
6. Choose how often you’d like the payment to occur (one-time or recurring)
7. Select the date you want the payment to be sent
8. Review the details and confirm the payment

Be sure to have sufficient funds available in your account on the scheduled payment date. If there aren't enough available funds when the payment is processed, the payment may not be sent.

What if I accidentally send money to the wrong person?

Most P2P payments are instant and can’t be canceled once they’ve been sent. If this happens, we recommend reaching out to the recipient directly to request the funds back. If you believe the payment was due to fraud or account compromise, contact Support right away so we can help secure your account.

Security and Privacy

How do I set or reset my X Card PIN?

Log in to your X account, go to the Money tab, tap on the X Card tab, then select “Change PIN”. Your PIN should not be easily guessable information such as your birthday or repeating/sequential numbers (e.g. 1111, 1234, 1357).

Do I need a passkey to use my account?

Yes, a passkey is required to sign in to your Money account. Passkeys provide a faster and more secure way to access your account using the security features built into your device, such as your fingerprint, Face ID, or device PIN. To add a passkey, log in to Money, tap the gear icon in the top-right corner to select Settings, tap on Security and Privacy, then select Credentials to add a passkey.

What should I do if I lose my device or suspect my account is compromised?

If your device is lost, stolen, or you believe someone has accessed your account without permission, take action right away:

• Log in from another device, if possible, change your account password, and either lock or replace your card.
• If your account is compromised, contact Support immediately and report your X account here.

Am I liable for unauthorized electronic fund transfers?

Your liability for unauthorized electronic fund transfers may depend on how quickly you report the issue after discovering it. If you notice a transaction you don’t recognize, contact us as soon as possible so we can investigate and help secure your account.

Debit card purchases are also protected by Visa’s Zero Liability Policy, which means you won’t be held responsible for unauthorized card transactions when reported promptly.

Prompt reporting helps protect your account and limits potential liability.

Support

How do I contact Support?

The easiest way to get help is through in-app chat. You can access support via the Money tab, select the “?” icon in the top right corner, then select “Support”. Our chat assistant can resolve most questions quickly, and if you need additional help, we’ll connect you to a live agent or automatically create a support ticket on your behalf.

If you'd like to reach out to support directly, call +1 (888) 606-9669.

Be sure to update your email address to receive communications from Support. Go to the Money tab, tap the gear icon in the top-right corner to access Settings, and select Personal Information to update your email address.

What happens if my X account gets suspended?

• If your X account is suspended for violating Child Safety or Violent and Hateful Entities policies, you will lose Money access and your funds will be mailed to you via check.
• If your X account is suspended for policies other than Child Safety or Violent and Hateful Entities, you will continue to be able to use all Money features with no interruption.

What happens if my Money account is closed?

If your account is closed, by you or by X, you will be notified in the app and when required, by email.

Before closure of your account:

• You must withdraw any remaining balance.
• If funds remain after closure, we will provide you instructions on how to retrieve the funds.
• In certain cases, funds may be held temporarily to comply with legal or regulatory obligations.

If your account was closed in good standing, you will be eligible to reapply in the future.

What if the X app isn’t working?

First, try restarting the X app or updating it to the latest version. You can also switch between Wi-Fi and cellular data, or try using the app on another device.

For urgent issues like a stolen card or possible account compromise, contact Support right away.

Transactions and Refunds

Why is my transaction pending?

A pending status means the merchant has authorized the charge but hasn’t finalized (or “settled”) it yet. Most pending transactions clear within a few days, but in some cases it can take up to 10 days.

Why was my transaction declined?

A transaction may be declined for several reasons, such as:

• Not enough funds in your account
• Incorrect card details entered
• A potential fraud alert
• Temporary account restrictions

You’ll usually see a notification in the app explaining why. Contact support if you need more details.

What should I do if I see a duplicate charge?

In most cases, one charge is pending while the other is posted, and the pending one drops off automatically. If both charges post to your account, we recommend first reaching out to the merchant, since they can often resolve the issue quickly. If the merchant isn’t able to help, you can start a dispute directly in the app and our team will review it.

Can I get a refund if I return something?

Refunds are handled directly by the merchant. Once the merchant processes the return, the refund will be posted back to your account, usually within 5–7 business days. If the merchant doesn’t issue the refund or you don’t see it within 60 days, you can contact Money Support through the app to start a dispute.

What types of transactions are not allowed?

We do not allow transactions that violate our Acceptable Use Policy, which can be found here.

Can I cancel a transaction?

Certain transactions can be cancelled, details on each below:

• Wire transfer: Can be cancelled in-app within 30 minutes of being initiated.
• ACH transfer: Future debits can be cancelled by contacting Support. You can also reach out to the merchant to cancel the transfer.
• P2P payments on X: Most P2P payments are instant and can’t be canceled once they’ve been sent.
• Mail a check: You may request a stop payment as long as the check has not already been cashed. To request a stop payment, please contact support and provide the Payee Name, Check Amount and Date of Check.
• Mobile Check Deposit: You can cancel until 3PM Eastern time on the same day the deposit was submitted. After 3 PM, the deposit begins processing and can no longer be canceled.
• Debit card withdrawals: Not cancelable

Where can I find my monthly account statement?

Monthly statements are generated on the first of every month for the previous month. You will receive an email and in-app notification when your monthly statement is available. You can access your monthly statements at any time from Settings under “Statements and Tax Forms”.

Withdrawing Funds

How do I withdraw funds?

You can withdraw funds from your Money account in several ways. Log in to your X account, go to the Money tab, tap Withdraw and select your preferred method:

• ACH transfer: Free, usually takes 1–3 business days
• Debit Card: Instant transfer (1.75% fee, minimum of $0.25)
• ATM withdrawal: Immediate (ATM fees are fully reimbursed)
• Cash back at retailers: Immediate, when making a purchase
• Check Issuance: Free, typically arrives to the recipient by mail within 5-7 business days and is subject to the depositing bank’s processing times.

What are the withdrawal limits?

Withdrawal limits vary based on the method you use. To view your limits, navigate to Money settings and go to Limits. For ATM withdrawals, note that the ATM operator may also impose its own limits.

Can I withdraw funds internationally?

You can use your X Card to withdraw cash from ATMs worldwide, anywhere Visa is accepted. We will reimburse all ATM fees, including international ATM withdrawals.

What happens if my withdrawal fails?

If a withdrawal doesn’t go through, we’ll notify you in the app. Common reasons include incorrect bank details, insufficient funds, or restrictions on the receiving account. Double check your linked account information and balance, then try again. If the issue continues, contact Support and we’ll help resolve it.