Scenario 1: 

I used the app to cash out and I’m still not seeing it on my bank account. When am I getting my 
money??? 
 
- Theo 
Account: New user 
$100 max 
No Lightning Speed 
 
STATED NEED:  
DESIRED OUTCOME:  
 
Hi ​Theo​. If you have Lightning Speed, the money will post to your account within minutes of your Cash 
Out, even on weekends and holidays. 
 
However, if you're not setup on Lightning Speed yet, the time you receive your money depends on the 
time and day you cash out: 
 

  Cash Out time  Receive money 

Weekday  before 9:30am PST  same day, evening 

Weekday  9:30am PST - 8pm  next business day, morning 

PST 

Weekday  after 8pm PST  next business day, evening 

Weekend  any time  next business day, evening 

Bank holiday  any time  next business day, evening 

Lightning Speed  any time  same day 

 
Please let us know if there's anything else we can help with! 
Scenario 2: 
 
I’ve been with you guys for soooo long, when is my max going to increase again? 
 
- Georghie 
Account: $200 max 
Pays us back on time 
Direct deposit: $600; biweekly on Friday 
Not a regular tipper 
Has been using the app for 4 months 
 
STATED NEED: 
DESIRED OUTCOME: 

All new users start with a pay period Max of $100 and a daily Max of $100. Ongoing, your pay 
period Max can range from $50-$500 based on your use of the app, your spending, and your 
bank. Maxes can increase up to $500. Here are some tips to follow to see an increase in your 
Max: 
 
1. Earnin Use: support our growing community by exploring our pay-it-forward features 
2. Money Management: keep your bank balance positive and avoid overdraft fees 
3. Your Bank: connect your main checking account that has regular direct deposits. Splitting your 
paycheck between two accounts could lower your Max 
 
We use Maxes to ensure that we don't pay out more than what is available in your account on 
payday. You're likely to see your Max increase if you're doing well in the above categories! 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Scenario 3: 
Why is it taking so long? I sent you all the requirements and screenshots that you asked for and 
the app is still not working. 
 
- Toni 

 
Account: Direct deposit: $1000 
Paid weekly 
Savings account 
 
STATED NEED: 
DESIRED OUTCOME: 
 
We tried sending test transactions to verify your bank info, but we received a message that your 
account type is not currently supported. The account appears to be either a savings or prepaid 
account, and these typically don't work because they limit our debit transactions. I'm sorry for 
any inconvenience this causes :(  
 
In order to use our service, you'll need to register with a regular Checking account. Some banks 
we recommend to customers that work well with our app are Chase, Wells Fargo, and Bank of 
America. 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Scenario 4: 
I didn’t ask for this money??? Why are you taking out my earnings? You’re app is crap! 
Account: $500 max 
Bank balance before cash out: $12 
No other cash outs 
Has earnings 
Balance Shield enabled 
Auto-cashout $65 
 
- Teressa 
 
STATED NEED: 
DESIRED OUTCOME: 
 
Hey T ​ eressa​. I'm sorry about the confusion with your transaction. It looks like you enrolled in Balance 
Shield, which sends money to your account any time our system sees your balance drop below $100. 
Balance Shield sent the transaction for [$AMOUNT] to your account automatically. If you'd like, I can 
shut this setting off for you so that you no longer received automated Cash Outs. Just let me know! 
 
 
Scenario 5: 
Hi guys, I’ve been trying to register to the app and can’t seem to get anywhere. :( I was wondering 
if you can check my account and tell me what I need to do so that I can start using the app. I’m 
trying to use a prepaid card if that helps. I really like the app’s concept and I want to use it soon. 
Thanks! 
 
 
Account: ​Walmart Money Card
Direct deposit: $650
Paid bi-weekly

- Dwight

STATED NEED: 
DESIRED OUTCOME:

We're unfortunately not able to send funds through [CARD] because it is a prepaid account. Most 
prepaid accounts only allow us to post credits to the account, not debits. I apologize for the 
inconvenience. :( 
 
Some banks that we recommend that work well with our app are Chase, Wells Fargo, and Bank of 
America. Thanks for reaching out, and please let us know if you have any other questions.
 
 
 
 
 
 
 
 
 
 
 
Scenario 6: 
I get paid $500 every week, so I don’t understand why you would say I only earn $5 per hour!!! 
What can I do so the app will say that my hourly rate is $12.50? I really need this to work. 
 
Account: Splitting pay with another bank account ($200 deposit to the bank account registered 
to the app) 
Gets paid weekly 
Pay stub confirms that the community member’s hourly rate is $12.50 
 
- Riri 
 
STATED NEED: 
DESIRED OUTCOME: 
 
I noticed that you're splitting your payroll between multiple accounts. We determine your hourly 
rate based on the payroll deposit in your account, so your hourly rate will be low when using the 
service. To increase your hourly rate, you should switch your bank info to the account number 
with the majority of your payroll deposit, or combine your pay into the same account.