General Questions


Are there fees associated with my Motiv bank account? 

We do not charge you fees for your account or debit card. No minimum, monthly, overdraft, purchase, cash-back, or in-network ATM fees. If you use an out-of-network ATM, they may charge you, but Motiv won’t. 

This seems too good to be true...What’s the catch?

We get this question a lot. There’s no catch to our service, promise. Your Motiv account and debit card are free, with no hidden fees or unexpected fine print. Our credit-building loans are fee-free and interest-free for individuals who join Motiv through one of our partner organizations. 

How do you make money if you’re not charging fees? 

We receive commissions from Visa when our customers make purchases with their Motiv Visa® Debit Card. This revenue helps us cover the cost of issuing free credit-building loans to you and individuals who join Motiv through our non-profit partners. 

Can I overdraft my account?

No. If you don’t have enough money in your account, the transaction will simply be declined. We won’t charge you when this occurs, though. 

How do I find a free, in-network ATM?

You can find our in-network, zero-fee ATMs inside the Motiv app. We provide a map which shows the closest free ATMs. 

How do I deposit cash into my Motiv account? 

When searching for ATMs in our app, select “accepts cash deposits” in the bottom corner. This will show in-network ATMs that will allow you to deposit cash into your account. 

Can I deposit a check into my account? 

Yes. We provide instructions and links in our app for setting up an account with another app that allows you to load checks into your Motiv account. We are adding the functionality to allow you to deposit checks within our app soon. 

Can I receive direct deposits in my Motiv account?

Absolutely. You can find your direct deposit information inside the app. Whenever you set up a direct deposit from a new source, you'll be eligible for a free credit-building loan for yourself or someone else.

Can I set up multiple direct deposits into my Motiv account?

Yes. You can set up as many as you need, from employers and/or government benefits providers.

Is there a cost for receiving a direct deposit?


Do you charge me when I make a purchase? 

No. Credit and debit transactions with your Motiv Visa® debit card are free. You can get cash back without a fee as well. 

How long does it take for me to get my card?

Your card will typically arrive in the mail in 5-7 business days. 

What happens if I forget my PIN, or want to change it?

You can change your PIN inside the Motiv app, even if you’ve forgotten your current PIN. 

What happens if my card is lost or stolen?

You can freeze your card immediately in the app, to prevent any fraudulent charges. If you need a new card, call 844-536-2636 and we'll send you a replacement card right away. Your Motiv account will remain active while the new card is in transit, so you can still make account-to-account transfers and receive direct deposits. 

Is the Motiv Visa® Debit Card a credit card?

No, it's a debit card. You can spend your available balance in your Motiv bank account. 

What happens if I forget my username or password?

You can reset your username and password in the app. We’ll text and email you links to create a new password and app code. If you're still having issues, give us a call at 844-536-2636. 

Can I open an account with Motiv if I have bad credit or no credit?

Yes. Beyond the free bank account, we're designed to give you resources to improve your credit score. Our goal is to help our customers eliminate unnecessary banking, check cash and money order fees, and build their credit score. 

Is there a fee to use the Motiv app or customer service?

No. Use the app to manage your money, and call us if you ever get stuck. 

Do I receive interest income on the money in my Motiv account?

The Motiv account does not currently pay interest. However, with interest rates near historic lows, the yields for customers are miniscule.

Can my tax refund be deposited directly into my Motiv account?

Yes, you can receive refunds for federal, state and local taxes. Just provide your account and routing numbers to the tax preparation service you’re using.

Can I open an account if I’m in the Chexsystem? 

Yes. Our product is designed to give everyone access to a free bank account, even if you’ve had issues with managing an account in the past. 

How do I sign up for direct deposits with my employer(s)?

To set up a direct deposit, talk to the human resources or payroll department at your company. You’ll need to provide them with your Motiv account number, routing number, the name on the account (your name) and the name of the issuing bank (Evolve Bank & Trust). You can also find all of this information in the app.  

How do I set up direct deposits with my government benefits provider?

To set up a direct deposit of your government benefits, contact the federal, state or local agency that pays your benefits. You’ll need to provide them with your Motiv account number, routing number, the name on the account (your name) and the name of the issuing bank (Evolve Bank & Trust). You can also find this information in the app. 

What should I do if my card is declined?

Your card should not have issues with normal use, however there are a few scenarios in which a transaction is declined. If a transaction looks like there is suspicious activity, if the size of the transaction is above our limits, if you have insufficient balance in your account, or if you’ve frozen your card, your card will be declined. If you are having problems, please give us a call at 844-536-2636. 

Am I protected from fraudulent purchases and activity?

Yes. If you notice unauthorized purchases on your account, please call us immediately at 844-536-2636.

How do I dispute a transaction?

If you see a transaction on your account that you didn’t authorize, give us a call immediately at 844-536-2636. We’ll get everything sorted out for you. Your account is protected from fraud by Visa's Zero Liability policy.  

What happens to my direct deposit if I change jobs?

If you change jobs, you’ll no longer receive direct deposits from your former employer. However, you can set up a new direct deposits at your new place of employment. 

Is the money in my Motiv account FDIC-insured?

Yes, your deposits are insured up to $250,000 by the FDIC through Evolve Bank & Trust. 

Do I need to be a US citizen to open a Motiv account?

No. You can open a Motiv account regardless of your citizenship, income or credit history. We accept numerous US and foreign IDs as part of our the enrollment process.  

What types of identification do you accept during enrollment? 

Besides a social security number, you can open an account with Motiv using an ITIN (individual tax ID number), state ID, state driver’s license, work visa, student visa, and passport (foreign or US). 

Will my Motiv Visa® Debit Card work internationally?

Yes. You can use your card internationally wherever Visa debit is accepted, at retailers and ATMs. We do not charge foreign transaction fees, although Visa may charge you depending on the country.


Credit-Building Loan FAQs - Coming Soon!


How does Motiv’s free credit-building loan work?

The free credit-building loan is designed to be a simple savings and credit-building tool. As an active account holder, you have the option of taking out a free $300, one-year credit-building loan. Rather than distributing the $300 principal, this amount is placed in a separate, credit-building account. We then make automatic transfers of $25 / month from your primary account to your loan account for 12 months. These monthly payments are reported to the credit bureaus as regular principal repayments. After twelve months of $25 payments, you'll have saved up $300 in your credit building account, and at which point the $300 is released to your primary Motiv account.

We don't charge fees or interest for the loan, aka the APR is 0%. You can cancel the loan if you're struggling to make the monthly payments or need the accumulated savings, and receive a full refund of your total payments to date, without penalty.

In effect, the free credit-building loan is like a free structured savings plan that builds credit. At the loan’s maturity, you'll receive your $300, have a healthier credit profile and a stronger savings habit. This can be invaluable; lowering your cost of borrowing, reducing the security deposit required on a rental, and increasing your access to additional sources of credit. 

How big is the credit-building loan? What is the maturity? 

The credit-building loan is $300, and has a maturity of twelve months. Borrowers make principal payments of $25 over twelve months. 

Is the credit-building loan really free? 

Yes, our credit building loans are 100% free. We do not charges fees or interest for the product, aka the APR is 0%. 

Are there hidden costs, fees or interest? 

No, there are no hidden costs, fees or interest for the service. Providing accessible, transparent, and affordable credit building services is core to our mission.

What if I can’t make the regular monthly payments after a few months? 

We encourage you to stick with the credit-building program, as a longer history of regular payments is generally preferable to a shorter one. However, if you need to cancel the loan, the total amount of payments you've made to date will be returned, and the loan will be reported as repaid in full. 

Do you offer larger credit building loans? 

Currently, we only offer a $300 credit-building loan, although we are exploring the possibility of issuing larger credit-builders in the future. We prefer the $300 loan because the monthly payments of $25 are manageable for most individuals and families. If we receive sufficient interest from customers, we will increase the size of the loan. As always, we love getting your feedback. So please send your thoughts to mymotiv@motivmoney.com. 

Can I have multiple credit-building loans outstanding at the same time?

No. We're focused on making sure our customers can complete each credit-building plan, and limiting the loans to one per account at any given time. Eventually, we may increase the size or length of the loan.

Who is eligible for a free credit-building loan? 

We offer free credit-building loans to customers who set up a recurring direct deposit with an employer or benefits provider, have spent $2,500 on their Motiv Visa® debit card, or have been sponsored for a free credit-builder through one of our non-profit partners.

Why are there requirements to receive a credit-building loan?

We believe that offering a simple, free ways to build credit is essential for helping our customers build healthier financial lives. However, since the credit-building loans are 100% free, we can only offer them to active Motiv customers. The requirements outlined above don't cost a customer anything, but help ensure us that they'll stick with the credit building-program—and Motiv. 

I can't meet one of the requirements for receiving a free loan, but I need help building my credit. Can you still help me out? 

Please send us an email at mymotiv@motivmoney.com. We understand that building credit feels like a chicken-and-egg problem sometimes, and we don't want that to be your experience with Motiv. We should be able to get you set up with a free loan and on the path to healthier finances. 

How much will my credit score improve? 

The improvement in credit scores varies based on an individual's personal credit history. We are still collecting customer data on the results, but we estimate that credit scores of our customers will improve by an average of 40+ points. The change in credit score will vary significantly depending on a customer’s score and credit file prior to taking out a loan.