How do I talk to bench customer support?
Click on the CHAT button and your bench Member Services team will be happy to help you. We’re available 24/7.
How do I make a complaint?
How do I make a complaint?
If you have not been happy with the service offered by bench, please send an email to your Member Services team at help@planetbench.com. Your complaint will be escalated to a supervisor, who will endeavour to resolve any issues you have experienced.
If you are still not happy, your complaint will be escalated to the senior management.
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Cashback and loyalty
Cashback & loyalty
TBD
Carbon score
TBC
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How is the money in my bench account protected?
How is the money in my bench account protected?
Issuer TBA is a bank chartered under the Federal laws of the United States and is a member of FDIC.
In the United States, bench cards are issued by TBA, member FDIC pursuant to license by VISA International.
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I live outside the US. Can I set up a bench account?
I live outside the US. Can I set up a bench account?
Currently you must live in the Continental US, Alaska, or Hawaii to be eligible to have a bench account.
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Can bench cards be used when travelling outside US and Canada?
Can bench cards be used when travelling outside US and Canada?
It is only possible to set up a bench account if you live in the US or Canada. However, your bench card can be used in other countries where VISA is accepted.
ATM withdrawals outside of the US cost $2.00 plus local ATM fees. Any bench transaction in a foreign currency will be converted into dollars. We’ll do this at the rate of exchange provided by VISA on the date the money leaves your account.
Please keep in mind that while your bench card will work in most countries, there are a few countries where the card will not work. They are listed below:
Belarus
Central African Republic
CONGO, Democratic Republic of (was Zaire)
Cote d’Ivoire
Cuba
Iran
Iraq
Libya
Mali, Republic of Mali
North Korea (Democratic People’s Republic of Korea)
Serbia
Somalia
Sudan
Syria
Tunisia
Ukraine
Venezuela
Yemen
This list is subject to change.
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Can I use my bench card with Apple Pay?
Can I use my bench card with Apple Pay?
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There is a transaction I don’t recognize on my bench statement
There is a transaction I don't recognize on my bench statement
If you see a transaction that you don’t recognize, you must contact us at once by telephoning the toll-free number on the back of your card or calling +1-884-404-0472
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Do I always need my PIN to make a purchase at a store?
Do I always need my PIN to make a purchase at a store?
We always encourage a PIN to be used but it is up to the merchant to decide how to process your purchase in store through their point-of-sale terminal.
The bench card will work anywhere VISA is accepted, no matter if the terminal requires a Chip & PIN purchase, “Dip & go” purchase, or a Swipe and Signature purchase.
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Does my bench card work with PayPal?
Does my bench card work with PayPal?
Yes bench cards can be registered with PayPal.
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Will I be charged to use my bench card at an ATM?
Will I be charged to use my bench card at an ATM?
bench is a member of the moneypass network. You can locate moneypass ATMS using the ATM locator on the App. If you use a moneypass ATM, there will not be a fee from bench or the ATM Owner. If you use an ATM outside of the moneypass network, bench will assess a fee of $2.00 per withdrawal. For International ATM withdrawals, bench will charge a $3.00 fee. In addition to bench and International fees, the ATM Owner may also charge a fee for withdrawals and potentially balance inquiries.
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My employer needs a bank address to set up direct deposit. What is bench’s bank address?
My employer needs a bank address to set up direct deposit. What is bench’s bank address?
If your employer needs an address, please use:
Axiom Bank
XXXXXXXXXX
XXXXXXX
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How do I update my bank details stored in the account?
How do I update my bank details stored in the account?
If the bank account has changed or you want to add a new account, you’ll need to update your bank details in your bench account.
On the website:
1. Click ‘Add money’ and then ‘Add a new account’
2. Enter your new bank details and proceed to top up
On the app:
1. Click ‘Add money’ on the home screen
2. Select ‘Add a new account’
3. Enter your new bank account details and press proceed to top up
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Is there a fee for using my existing bank account to top up?
Is there a fee for using my existing bank account to top up?
No, there is no bench fee for using your existing bank account to load your bench account.
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How do I switch on auto top-up?
How do I switch on auto top-up?
Adding money to your bench account using your existing bank account will instantly add the funds to the account. To do this, you’ll need to log in on the website or mobile app and then click XXXXX on the XXXXXpage. Once you’ve confirmed the amount, click make payment to complete the top up.
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How do I switch off auto top-up?
How do I switch off auto top-up?
Auto-top-up can be switched off at any time from within your bench app.
On the website:
1. Log in to your account and go to ‘Add money’ on the left-hand side menu
2. Click ‘Edit’ next to ‘By auto-top-up’
3. Select ‘Turn off’
On the mobile app:
1. Log into your account and select ‘Add money’ from the menu in the top left-hand corner
2. Click ‘Edit’ next to ‘By auto-top-up’
3. Select turn-off
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How do I switch off auto top-up?
How do I switch off auto top-up?
Auto-top-up can be switched off at any time from within your bench app.
On the website:
1. Log in to your account and go to ‘Add money’ on the left-hand side menu
2. Click ‘Edit’ next to ‘By auto-top-up’
3. Select ‘Turn off’
On the mobile app:
1. Log into your account and select ‘Add money’ from the menu in the top left-hand corner
2. Click ‘Edit’ next to ‘By auto-top-up’
3. Select turn-off
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Is there a fee for using auto top-up?
Is there a fee for using auto top-up?
No, using Auto-top-up is free.
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What is an auto top-up payment?
What is an auto top-up payment?
Easily set up weekly or monthly transfers and/or auto top-up if your balance goes below a certain balance.
We’ll top up the card any time the balance falls below $20.00 with either the default amount of $50.00 or a greater amount of your choosing. This means you’ll never have to worry about having insufficient funds to cover the card or periodic payments or membership fees.
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I’ve forgotten my username for my Account
I’ve forgotten my password for my bench Account
Forgotten your password? Don’t panic. Retrieve your login details with these simple steps:
1. Visit the bench login page and select ‘Forgot details?’
2. Under the ‘I’ve forgotten my password’ section, enter the email address associated with your account to request a reset password email
3. Once received, click the ‘Reset password’ link within the body of the email
Hint: Remember to check your junk folder if you can’t see the ‘Reset password’ email in your inbox.
If you’re still having trouble, give your bench Member Services team a call on +1-884-404-0472 who’ll be happy to reset your password for you. We’re available 24/7.
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I’ve forgotten both my bench username and password
I've forgotten both my bench username and password
If you can’t remember both your bench username and password, don’t worry. Give your Member Services team a call on +1- 884-404-0472 or send an email to help@planetbench.com/card and we’ll get you back into your account in no time. We’re available 24/7.
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How do I log in to my bench app?
How do I log in to my bench app?
You can login to the app using the email address and password you set up during the sign-up process.
The first time you login to the app you will be asked to create a 4 digit mobile passcode. For future logins, you will be able to use the passcode to access your account instead of your password.
To set up your app PIN, log in to your account via the website and go to your ‘Account & Settings’. Under ‘Your Security’ you will see a section ‘Your Mobile PIN’, you will see that you can set and save a PIN number there.
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How can I change my password &/or PIN?
How can I change my password &/or PIN?
To change your password, you’ll need to log into your bench account online or in the mobile app. From here:
1. Click Settings’
2. Under ‘Your security’, click the pencil next to ‘Password’ or ‘ PIN’
3. Enter your old PIN or password and choose a new password or PIN
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How do I block my bench card?
How do I block my bench card?
If your bench card is misplaced or you wish to block the card temporarily, simply login to your bench account.
Click on xxxxxxxxx.
Then click on “Block”. A pop up box will appear asking if you are sure you want to the block the card. You can also “Unblock” your card here.
The card will then remain inactive until you “Unblock” (reactivate) it. If you decide that the card is lost then you are able to order a replacement card for a $5.97 charge.
1. Login and click ‘Cards’ at the bottom of the page
2. Click on ‘New’
3. Click ‘Replace a lost card’
4. If you’re happy with the card design and that your address is correct then click Place order
The new card will be with you in 7-10 working days.
Please note:
• The new card will need to be activated once it arrives.
• The existing card will be cancelled immediately.
• To enable contactless you will need to complete a successful Chip & PIN transaction.
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How do I activate my bench card?
How do I activate my bench card?
Answer
To activate your card, log into your account on the website or mobile app, select xxxxxxxx and then select ‘Activate’ and follow the step-by-step instructions. Once you’ve finished the process, your username, password and PIN will be displayed to you on screen!
The PIN will only appear for 5 seconds, if it disappears too quickly, you can retrieve it at any time by logging into your bench account and selecting ‘Cards’ and then ‘PIN’
You’ll be asked for the last four digits of the 16 digit card number on the back of the card during activation, so make sure you’ve got it handy!
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How do I re-set my PIN number to a number that is more memorable?
How do I re-set my PIN number to a number that is more memorable?
To change your card PIN to something more memorable, take the card to a PNC cash machine and select ‘Reset PIN’. Here, you will be prompted to enter their current PIN before choosing a new one.
To locate a PNC ATM with the PIN change function, please click here. You will need to apply the PIN Change filter under ‘More filters'”
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How do I retrieve my PIN number?
How do I retrieve my PIN number?
You can retrieve your PIN at any time either on the app or the website. To do so, please follow these instructions:
On the app and the website:
1. Log in to your bench account
2. Click the Card icon at the bottom of the screen
3. Click ‘PIN’ and enter your bench password
4. Your PIN will be revealed on screen for approximately 5 seconds
If you need to view the PIN again, please enter your password again and the PIN will re-appear.