For questions or feedback about the Athlete+ App, please email support@athleteplus.com.
For issues related to your physical card, please call Upward—our program managing partner for card services—at +1 (888) 789-1482 or the number found on the back of your card. 

For all other onboarding or account issues please email support@upwardli.zendesk.com

Security Notice: Athlete+ and its program partners will never request your full SSN, card number, PIN, password, or one-time authentication codes via unsolicited phone calls, text messages, or emails.
 

ONBOARDING FAQs

 

What do I need to apply for an Athlete+ account?

To apply, the following is required:

• You must be at least 18 years old with a physical U.S. residence (physical address).

• A valid email address and phone number.

• A valid government-issued ID.

• A valid Social Security Number (SSN) or Individual Taxpayer Identification Number (ITIN). If using an ITIN, please prepare one of the following:

  • Permanent Labor Certification w/ USCIS application or authorization.

  • Employment Authorization Document (EAD).

  • U.S. Work or Student VISA.

  • I-765 Form.

These requirements help us comply with U.S. regulations and keep your account secure.

 

Why are additional documents requested to be provided?

Additional documents may be requested to verify your identity or ownership of linked payment methods. This is a standard procedure required by regulations and our banking partner (Cross River Bank).

 

Next steps:

Please provide the requested documents. Make sure they match the information you provided during signup. 

If you have questions, contact support at support@upwardli.zendesk.com.

 

What additional documents may be required?

Common documents include:

• Unexpired U.S. driver's license, state ID, passport, green card, visa, or work permit.

• For ITIN users: Utility bill or bank statement (dated within 60 days) showing your name and address.

Upload them when requested. Review typically takes a few business days.

 

What should I do if my application is "Under Review"?

Your application has been flagged for manual review. This happens when additional verification is needed, for example:

• You provided an ITIN (instead of SSN).

• Uploaded documents require closer inspection.

This is a standard security step and does not mean your application is denied.

 

Next steps:

• Your case will be reviewed manually — this usually takes a few business days.

• You will be notified by email if there are any updates or requests for additional documents.

• You can check your application status at any time in the app. Once your application is approved, you will be directed to the screen to review and accept the Terms of Agreement to complete onboarding.

If you have questions, please contact support at support@upwardli.zendesk.com.

 

How long does the application review take?

Application review usually takes from a few minutes to several days. If manual review is required, it can take up to 5–7 business days. The application status can be checked anytime in the app.

 

Why can my account application not be approved at this time?

The application may be not approved for one or more of these reasons:

• You have a credit freeze or credit lock in place. Please remove the lock and reapply.

• Unable to successfully verify your identity. Please check the personal information you provided and reapply.

• Application incomplete — reapply anytime.

• You already have an Athlete+ account. Only one Athlete+ account can be created per user.

• Your credit information did not meet the underwriting criteria. You may need to review information you provide and try again later with accurate and up-to-date details.

• The information you provided does not match the details on your documents. You may restart verification and go through the process again, ensuring that the details match.

• You attempted to complete verification too many times. Please wait and try again later.

 

What are NOIA and AAN notifications?
 

• NOIA is a Notice of Incomplete Application. It is sent within 30 days after the application has been started if the process is not completed. This notification informs you of the need to finish the application. 

• AAN is an Adverse Action Notice. It is sent immediately upon denial of the application or within 60 days if the application was started but never completed. This notification explains the reason for the denial and the applicant's rights under U.S. law (Fair Credit Reporting Act). 

These are mandatory regulatory notifications explaining the status and user rights.

 

What can happen if I have too many verification attempts?

The system locks after multiple failed attempts. Wait a while and try again, or contact support at support@upwardli.zendesk.com for a reset.

 

How will I know if my application was declined after the review?

You will receive an official Adverse Action Notice (AAN) email. This notice is sent when the application is denied after review, or within 60 days if you started but never completed the application.

If you do not see the email or have questions, contact support at support@upwardli.zendesk.com

 

What should I do if my application is declined?

Reasons for decline are listed in the official Adverse Action Notice (AAN) sent to your email address. Common reasons include unverifiable identity, duplicate application, age under 18, or failure to meet underwriting criteria. 

A new application can be submitted after addressing the issues.

 

What will happen to my application if I start but never complete it?

A Notice of Incomplete Application (NOIA) will be sent within 30 days after the application starts to remind completion. If the application remains incomplete after 60 days, an Adverse Action Notice (AAN) will be sent, and the application will be considered denied and closed. A new application can be started at any time.

 

Can I cancel or deactivate my account?

Yes, a deactivation request can be submitted through support at support@upwardli.zendesk.com

Confirmation will be sent by email after processing. You will need to delete the Athlete Plus app once the account has been closed.