MoneyLion Customer Care: A Complete, Professional Guide

MoneyLion, founded in 2013 and publicly listed in 2021, supports millions of U.S. customers across products like RoarMoney (banking), Instacash (0% APR cash advances), and Credit Builder Plus. Effective customer care hinges on knowing where to reach support, what to provide, and how timelines and regulations affect outcomes. This guide pulls together the most practical, verifiable details so you can resolve issues quickly and safely.

Because features, fees, and hours can change, always confirm the latest details in the app or at help.moneylion.com. For security, avoid sharing full Social Security numbers or one-time passcodes outside secure, authenticated channels.

How to Reach MoneyLion Support

The fastest route is the in-app Help Center and chat. Open the MoneyLion app, go to the profile or settings area, and select Help/Support to start a conversation. Expect guided flows for common issues (card lost, transaction dispute, identity verification, Instacash eligibility) and escalation to a live agent when needed. Authenticated in‑app contact is safer and lets agents view account context.

MoneyLion also maintains a web Help Center at help.moneylion.com with product articles, status notices, and contact entry points. Live-agent availability and response times vary by volume and day of week; automated help is generally available 24/7, with live agents during extended business hours (check the latest hours in-app). If a phone number is provided for your case, it typically appears inside the app’s Contact Us section to ensure you’re using the current line.

• In-app chat: Best for authenticated, case-specific help. Start in the app under Help/Support.
• Help Center: help.moneylion.com for articles, troubleshooting, and contact options.
• Secure messaging: Use the app to send documents; avoid email attachments unless MoneyLion explicitly requests them through a secure channel.

What to Have Ready Before You Contact Support

Having the right details on hand can cut resolution time dramatically. For identity verification, be prepared to confirm your full name, date of birth, the address on file, and the last four digits of your SSN. Support may request a photo ID (state ID or driver’s license) and a selfie for biometric verification when you’re locked out or changing key profile information.

For transaction issues, gather the exact amounts, dates, merchant names, and any receipts or screenshots. If your inquiry is about Instacash eligibility or limits, note recent deposit timing and amounts; for direct deposit issues, have your employer/payroll contact and the routing/account numbers you used (from the app). For device-related problems (login, app errors), capture your device model, OS version, and app version.

• Identity: Legal name, DOB, address on file, last 4 of SSN; a valid photo ID if requested.
• Transactions: Date/time, amount, merchant, receipt/screenshot; your last successful balance/ledger view.
• Deposits/Instacash: Employer name/payroll cycle, routing/account numbers, deposit timings; screenshots of payroll confirmations.

Response Times and Service Levels You Can Expect

MoneyLion triages cases by urgency. Lost/stolen card, suspected fraud, and account lockouts are prioritized; billing questions and routine information updates typically receive standard handling. First responses via in‑app chat are often near real time; full resolutions can range from minutes for simple access issues to multiple business days for bank-network research.

For regulated disputes on debit transactions (Regulation E), initial investigation and provisional credit follow federal timelines: provisional credit is typically provided within 10 business days of your dispute (20 business days for new accounts) if more time is needed to investigate, with a final resolution generally within 45 business days (or up to 90 for new accounts, foreign transactions, or point‑of‑sale errors). You must report unauthorized electronic fund transfers within 60 days of the statement availability date to preserve protections.

Handling Specific Issues: Practical Steps That Work

RoarMoney Banking and Debit Card Access

If your card is lost, stolen, or you see an unfamiliar transaction, immediately freeze your card in the app. Navigate to your RoarMoney card details and toggle the freeze control; this stops new purchases while allowing active investigations. Next, start a support chat from the app to document the issue and request a replacement card. Standard delivery typically takes a few business days; expedited shipping may be available for a fee disclosed at checkout.

For login problems, use “Forgot password” and complete the multi-factor prompts. If you’re locked out after too many attempts or changed phone numbers, support may require a government ID and a live selfie check. Do not share one-time passcodes with anyone—MoneyLion agents will never ask for them.

Instacash (0% APR Cash Advances)

Instacash advances are marketed at 0% APR with no mandatory interest; eligibility and limit are dynamic and based on deposit patterns, account usage, and risk flags. As advertised, eligible members may access up to $1,000, though many see lower limits that adjust over time. Standard delivery is typically free and can arrive within 24–48 hours; express deposit to supported debit cards is usually near‑instant and may include a delivery fee shown in‑app before you confirm.

If your limit drops or you’re ineligible, review the Instacash eligibility checklist in the app: consistent direct deposits to a qualifying account, recent activity, and no active risk holds. Support can clarify the current criteria but cannot always override automated risk models. To avoid delays, repay advances on or before the scheduled date and keep your funding source active.

Credit Builder Plus (Membership and Loan)

Credit Builder Plus is a paid membership (commonly listed at $19.99/month as of 2024) that may include a credit builder loan and reporting to the major bureaus. Loan amounts and terms vary; a common structure is a 12‑month installment where a portion of payments is saved and disbursed to you at maturity, with on‑time payments reported monthly. Always review your specific Truth in Lending disclosures and membership terms in the app.

To cancel, ensure there are no outstanding dues or active loan obligations, then request cancellation through the app’s membership management screen or via support chat. If you believe a bureau report is inaccurate, open a servicing ticket, provide payment proofs, and monitor your credit reports; formal reinvestigations under the Fair Credit Reporting Act (FCRA) typically conclude within 30 days after receipt of your dispute and supporting documentation.

Disputes, Fraud, and Chargebacks

For unauthorized electronic debits on your RoarMoney account, file a dispute within 60 days from when the statement was made available. Use the app to start the dispute, submit transaction details, and attach any evidence. Under Regulation E, you may receive provisional credit within 10 business days (20 for new accounts) if more time is required; final determinations typically occur within 45 business days (90 for certain cases). Keep your contact info current to avoid delays.

For card‑present fraud, freeze your card immediately, request a replacement, and consider filing a police report and an FTC identity theft affidavit at IdentityTheft.gov if personal info was compromised. For merchant errors (duplicated charges, incorrect amounts), contact the merchant first and keep all correspondence; if unresolved, proceed with a formal dispute through MoneyLion with receipts, cancellation confirmations, or refund promises attached.

Deposits, Transfers, and Direct Deposit Timing

RoarMoney accounts are provided by Pathward, N.A., Member FDIC. Your routing and account numbers appear in the app and should be used exactly as displayed when setting up payroll. Early direct deposit—often up to 2 days before the scheduled payday—is possible when MoneyLion receives the payment file early from the payer; this is not guaranteed and depends on employer and ACH timing.

ACH transfers between external banks typically settle in 1–3 business days. If a deposit is missing, confirm the sender’s status (sent vs. pending), verify the routing/account info used, and check any bank holidays. Support may request a trace number from the sender’s bank to locate funds in the ACH network; once a valid trace is provided, investigations commonly complete within 1–3 business days.

Accessibility, Language Support, and Special Accommodations

If you need accessibility accommodations (screen readers, large text, or alternate authentication), state this at the start of your chat; agents can adjust steps and provide alternate verification workflows where permissible. For hearing impairments, request written-only interactions via chat. If a phone line is provided, TTY/TDD services can typically be arranged upon request through your carrier.

Spanish-language support is often available during core hours; ask for “Soporte en español” in chat to be routed appropriately. For complex cases (e.g., fraud plus identity restoration), request continuity of care—keeping a single case open with notes so each subsequent agent can pick up where the last left off.

Escalations and Formal Complaints

If your case stalls, ask the agent to escalate to a supervisor and to add a deadline for the next update (e.g., “by end of next business day”). Provide any new evidence in a single, consolidated message to avoid fragmented threads. Document your case ID, dates, and agent names for reference.

If you need to lodge a formal complaint after working with support, use the Help Center to submit a written complaint to MoneyLion’s compliance team. You can also file a complaint with the Consumer Financial Protection Bureau at consumerfinance.gov/complaint. For state‑specific issues, contact your state financial regulator (links available at csbs.org/state-bank-regulator-directory). Keep copies of all submissions and responses.

Privacy and Security Best Practices

Only contact support through authenticated channels (the app or the Help Center). MoneyLion agents will not ask for full SSNs, full debit card numbers, or one‑time passcodes. If you receive a suspicious message or call, end the interaction and reinitiate contact from inside the app. Enable biometric login, keep your phone’s OS updated, and review recent logins if prompted.

Review MoneyLion’s privacy policy and terms at moneylion.com/legal for data handling, arbitration, and E-Sign disclosures. For any data‑access or deletion requests under applicable privacy laws, use the procedures outlined there; identity verification will be required to protect your account.

Key Facts at a Glance

MoneyLion customer care prioritizes security, in‑app authentication, and regulated timelines. Remember these anchors: report unauthorized transactions within 60 days; expect Reg E provisional credit within 10 business days if an extended investigation is needed; and use help.moneylion.com or the in-app chat for the most current contact options, hours, and document upload.

For product specifics—RoarMoney (Pathward, N.A., Member FDIC), Instacash (0% APR, limits vary, express delivery may carry a fee), and Credit Builder Plus (membership commonly $19.99/month as of 2024; terms vary)—always review the exact disclosures in your app, as individual eligibility and fees can differ based on your profile and current promotions.