Talk to our Customer Experience team

Last updated: April 27, 2026

Need help? Live Chat is the fastest way to reach us.

Relay offers fast, friendly support—your way. Most live chats are answered in under 60 seconds during business hours, and our Virtual Assistant is available 24/7 for instant answers. For more complex issues we can’t resolve via chat, phone support is also available.

Live Chat is only available when you’re signed into your Relay account (app.relayfi.com or in the Relay mobile app). The Virtual Assistant is available even when you’re not signed in.

Live Chat

• Talk to a real person without calling or emailing
• Get help with account questions, transactions, settings, and more
• Enjoy faster, more personalized support

If you're eligible, just click the chat bubble and choose "Talk to an agent" to connect. Sign in to use Live Chat.

You’ll only see the Live Chat option after signing into your Relay account (on app.relayfi.com or in the Relay mobile app). If you're browsing this page while signed out, the option won’t appear yet.

Chat anytime with Rae, our Virtual Assistant

For 24/7 support, our Virtual Assistant is always available — even outside of business hours. Use it to:

• Get step-by-step instructions
• Ask common questions about Relay features

To get started, click the chat bubble and type your question.

Prefer phone?

If your issue can’t be resolved via chat, you can call our Customer Experience team at 1-888-205-9304.

Phone support is available Monday to Friday, 9am–8pm EST. Service is in English only, and wait times may be longer.

Why can’t I see the Live Chat option?

Live Chat is only available if you’re signed into Relay, either via app.relayfi.com or in the Relay mobile app. If you’re browsing this page without logging in, you’ll only see Rae, our Virtual Assistant.

Is Live Chat secure?

Yes. All conversations are encrypted and handled by Relay’s in-house support team.

Can I get support on weekends?

Our Virtual Assistant, Rae, is available 24/7, including weekends. For live support, our team is online Monday to Friday, 9am–8pm EST.

Last updated: August 11, 2026

You can file a formal complaint about any Relay service by emailing complaints@relayfi.com, and Relay acknowledges every complaint within one business day.

What you need before you start

• Your name and the email address on your Relay account
• A clear description of what happened and when
• The outcome you are seeking (refund, correction, explanation, or other resolution)
• The complaint category that best fits your issue (see the list below)

What counts as a complaint at Relay?

A complaint is any expression of dissatisfaction about a Relay financial service, made orally or in writing, that alleges financial loss, distress, or inconvenience. That includes concerns about how your account was opened or closed, card issues, fees, rates, servicing, or customer service interactions.

How do I file a complaint with Relay?

Send an email to complaints@relayfi.com with the details of your issue. To make sure your complaint can be investigated quickly, follow these steps:

1. Open a new email addressed to complaints@relayfi.com.
2. In the body, include four things: who you are, what happened, when it happened, and the outcome you are seeking.
3. Indicate the complaint category that best applies (see the next section).
4. Attach any supporting screenshots, statements, or documentation.
5. Send the email.

Which complaint category should I choose?

Pick the category that most closely matches your issue. The categories help route your complaint to the right team:

• Customer service
• Account opening
• Account closing
• Fraud
• Debit card
• Rates or APY (Annual Percentage Yield)
• Account terms
• Fees
• Servicing
• Other

If none of the categories fit, choose "Other" and describe the issue in your own words.

What happens after I submit a complaint?

Relay follows a three-stage process with defined timelines so you always know where your complaint stands.

• Acknowledgment (within one business day). You receive confirmation that your complaint was received and is under review.
• Final response (within 15 business days). If Relay needs more time, you receive a holding response by day 15 and a final resolution by day 35.
• Resolution summary. The final response includes a summary of your complaint, the results of the investigation, and the reasoning behind the decision.

What can I do if I'm not satisfied with the resolution?

You can escalate to the Consumer Financial Protection Bureau (CFPB). File a complaint at consumerfinance.gov/complaint. The CFPB shares complaints about financial companies with the company involved and works to get you a response.

Common issues

• You did not receive an acknowledgment within one business day. Check your spam or junk folder for a message from Relay. If it is not there, resend your complaint or reach out to the Customer Experience team.
• You submitted a complaint but received a status update instead of a resolution. A holding response by day 15 is expected when an investigation needs more time. The final resolution follows by day 35.
• You are unsure whether your issue is a complaint or a dispute. A card dispute or ACH dispute is a distinct process for a specific transaction.
• You want to file about the Relay Visa® Credit Card specifically. Use complaints@relayfi.com and choose the “Debit card” category note if your issue is card-related, or “Other” if it is a Relay Visa® Credit Card matter.

• Chat Now — Open chat for fast help or to be guided to the right answer.
• File a Complaint — Use the official complaint path when you need a formal resolution route.
• Trust Center — Find security and trust resources before you take the next step.

Relay is a financial technology company and is not an FDIC-insured bank. Banking services provided by Thread Bank, Member FDIC.