RelayGO Profile Guide – Relay

Your RelayGO account profile stores the contact information Branch uses to verify your identity and process account updates. Keeping your phone number, email address, and mailing address current is one of the most effective ways to prevent access issues before they happen.

Your profile information

Your RelayGO account profile includes three types of contact information:

Phone number — the number you use to log in and receive verification codes for account changes
Email address — used to confirm identity-sensitive updates like phone number changes, and required for passcode resets
Mailing address — the address on file for card delivery and account records

What you need

To update your phone number:

Your RelayGO Wallet passcode
Access to your new phone number (to receive a verification code)
Access to the email address on file (to receive a verification link)
The device with the RelayGO App installed for the final verification step

To update your email address:

Your RelayGO Wallet passcode
Access to the phone number on file (to receive a verification code)
The device with the RelayGO App installed for the final verification step

To update your mailing address:

Your RelayGO Wallet passcode
Access to the phone number on file (to receive a verification code)
A physical residential address — P.O. Boxes can't be set as the mailing address on file

How phone and email protect each other

Your phone number and email address each serve as a verification step for the other.

When you update your phone number, Branch sends a verification link to your email address. When you update your email address, Branch sends a verification code to your phone number. Because each one is used to verify changes to the other, both need to be current and accessible.

If your email address is outdated or unverified, you won't be able to update your phone number through self-service — even if you follow every step correctly. The same is true in reverse: if your phone number on file is inaccessible, you won't be able to complete an email update on your own.

The best time to update either is while you still have access to both.

Updating your phone and email one at a time

Branch allows you to update either your phone number or your email address through self-service in the app — but not both at once. If you update one through the app and then need to update the other, the second update will require contacting support.

When to contact support

Contact support to update your profile information if:

You no longer have access to your current phone number
You need to update both your phone number and email address
You've already updated your email address through the app and now need to update your phone number (or vice versa)
You need to update your phone number and reset your passcode at the same time

Example:

You're switching to a new phone number and your old number is still active.
You update your phone number in the RelayGO App before your old number is deactivated, while you can still receive a verification code to your current number or access your email address on file.
You complete the update without needing to contact support — waiting until after the switch could lock you out.

Example:

You try to update your phone number in the RelayGO App, but the verification link never arrives.
You realize the email address on file is one you no longer use — the email verification step can't be completed.
Self-service won't work in this case. Contact Support to update your phone number directly.

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Branch is not a bank. Banking services are provided by Lead Bank, Member FDIC. FDIC insurance only applies for eligible accounts should the bank holding your funds fail. The RelayGO Card, powered by Branch, is a Mastercard debit card issued by Lead Bank, pursuant to a license from Mastercard and may be used everywhere Mastercard debit cards are accepted.