help: my account
Most Frequently Asked Questions About My Account
Search Help
More My Account FAQs
What is a Upromise account?
When you join Upromise you automatically open a Upromise Account. Once you have signed up for company programs, your contributions from those companies are automatically deposited to that account. You can also link your Upromise account to one or more qualified 529 Accounts, so that your college savings can be professionally managed and enjoy growth potential.
Do I open a Upromise account in my name or my child's name?
Open your Upromise account in your name and then add the student(s) you're saving for in the Profile section of your Upromise account.
Can I view my account information online?
Yes, you can view your Upromise account online 24 hours a day, 7 days a week.
Can I withdraw company contributions from my Upromise account without transferring them to a savings plan, and if so, how?
You can withdraw your Upromise contributions at any time during your membership. To withdraw company contributions from your Upromise account, submit a letter in writing to Upromise requesting a withdrawal from your Upromise account. The letter must state your full name and exact amount that you would like to withdraw, up to the total amount available in your account. Pending contributions are not eligible for withdrawal. If your withdrawal is under $300 or does not need to be notarized or contain a Signature Guarantee you may fax the request to 617-559-2481
For the protection of our members, we require that your letter either be notarized or contain a Signature Guarantee if the withdrawal request is in excess of $300. A Signature Guarantee is a guarantee you can obtain from a financial institution, such as your bank, that your signature is yours and that it is genuine.
Withdrawal letters should be sent to:
Upromise
ATTN: Customer Care
P.O. Box 55555
Boston, MA 02205-5555
Download Withdrawal Request Form
Checks are sent once per calendar quarter, so you should typically receive your check within 12 weeks of your request being received.
To make your savings work for you, you may want to consider transferring your company contributions to an investing plan for a future college student.
What is the difference between a Upromise account and a 529 account?
When you receive contributions from companies as part of your purchases, they are automatically deposited in your Upromise account. You have access to this information 24 hours a day by logging in to your Upromise account. Your Upromise account is a non-interest bearing account. The Upromise Rewards Service is offered by Upromise, Inc., is not a 529 plan and does not offer the federal tax advantages associated with 529 plans. If you are seeking potential market return on your college savings, you may want to consider investing them in a 529 plan.
How do my Upromise savings get into my 529 account?
Once you have linked a 529 account to your Upromise account, Upromise will automatically transfer all of the funded (not pending) contributions from your Family & Friends network that have been allocated to be transferred to your 529 account on a quarterly basis. The transfers typically occur in the last month of each quarter (March, June, September, December), around the 15th of each month.
The following table shows the minimum transfer amount for each plan. If your available funded balance allocated to your 529 plan has not reached the minimum transfer amount required to transfer to your 529 plan, your contributions will remain in your Upromise account and will be eligible for transfer during the next calendar quarter.
| Plan name | Minimum Transfer Amount |
| Upromise College Fund | $25 |
| The Vanguard 529 College Savings Plan | $50 |
| The Columbia 529 Plan | $25 |
| New York's 529 College Savings Program Direct Plan | $25 |
| New York's 529 College Savings Program Advisor Plan | $25 |
| College Savings Iowa 529 Plan | $25 |
| USAA College Savings Plan | $50 |
| CollegeInvest Direct Portfolio College Savings Plan | $15 |
| The GIFT College Investing Plan | $25 |
| HI 529 - Hawaii's College Savings Program | $25 |
| IDeal - Idaho College Savings Program | $25 |
| MOST - Missouri's 529 College Savings Plan | $25 |
| MOST - Missouri's 529 Advisor Plan | $25 |
| North Carolina's National College Savings Program | $25 |
| Pennsylvania TAP Guaranteed Savings Plan | $25 |
How does Upromise keep my credit card information private and secure?
Our members' security and privacy are critically important issues for Upromise. We've made several innovations to protect your data and personal identity throughout the Upromise service.
Upromise protects your data by:
- Monitoring for intrusion attempts - 24 hours a day, 7 days a week;
- SSL, Data, and Password encryption technology;
- Firewalls and systems monitoring;
- Security audits and inspections by leading security firms.
All data Upromise exchanges with contributing, financial, and technology companies is communicated over point-to-point private lines or is encrypted for transfer over public networks.
How do you ensure the safety of my password?
Upromise has developed a set of security protections to ensure that your username and password remain secure. Read more about Upromise and security.
Who can be a future college student?
Your future college student, the person for whom you are saving, can be any United States resident who wants a higher education. That includes your child, the child of a family member or friend, your spouse, a sibling, and, depending on the particular savings plan you choose, yourself. In other words, a future college student can generally be anyone whose future higher education you want to support. You can also save for multiple students at the same time.
How do I add a future student and can I save for more than one student?
The way you add a future student depends on whether you are a) the primary member saving for a student or b) helping Family & Friends save more for their students. You may save for as many students as you choose.
a) If you are the primary member saving for a student, please add the student to your account.
b) If you are helping relatives or friends save more for their students, offer to help Family & Friends save more.
When can I add a future college student?
You can add a student at any time.
When should I change my allocations?
You can change your allocations for any reason at any time. As the member who has linked their Upromise account to a 529 account for a future college student, you should review your allocations whenever you add or remove a student. Also, you may want to change allocations depending on your future college student's age and how much you have already saved.
As the member who is contributing to another member's student, you will need to change your allocations when the other member adds or removes you from the Family & Friends Network. You can also change allocations for any reason at any time.
How often can I change my allocations?
You can change allocations as often as you like. When you change allocations, the company contributions in your Upromise account will be shifted accordingly.
How do I change information about a future college student?
Simply go to the Students area of your Upromise account to update any information about a future college student.
Why would I remove a future college student?
You may want to remove a student after he or she completes a higher education degree or for a variety of other reasons.
What happens to the company contributions in my Upromise account if a future college student is removed?
The remaining company contributions in your Upromise account allocated to a future college student will revert to being unallocated when he or she is removed.
Can I still save with Upromise if my future college student wants to go to a trade or vocational school?
Yes, you can still save with Upromise if your future college student wants to go to a trade or vocational school. In addition, Upromise company contributions transferred to a linked 529 account can pay for qualified higher education expenses at any accredited post-secondary institution in the United States, including trade and vocational school.
Can I still save with Upromise if my future college student wants to go to graduate, medical, or law school?
Yes, you can still save with Upromise if your future college student wants to go to graduate, medical, or law school. In addition, Upromise company contributions transferred to a 529 account can pay for qualified higher education expenses at any accredited post-secondary institution in the United States, including graduate, medical, and law school.
What can I do with the unused company contributions in my Upromise account after my student graduates from college?
- Continue to add company contributions for that student for any other higher education he or she would like to pursue, such as graduate school;
- Transfer any remaining unused company contributions to another student in the Upromise savings network; or
- Withdraw any remaining unused company contributions.
What can I do with the company contributions I've saved through Upromise if my future college student delays pursuing higher education?
You can continue to get contributions for that student if he or she thinks they will pursue higher education sometime in the future.
What is a username?
Your username, which you have chosen yourself, is the name you enter each time you log in to your Upromise account. This, combined with your password, is your unique access code to your Upromise account.
How do I change my password?
Simply go to the Profile section of your Upromise account to update your password.
I forgot my username and password. What should I do?
If you forgot both your username and password, first tell us your registered email address and we will email your username to your registered email address. Then just select the link in the email or return to Upromise to request a temporary password.
- Select I Forgot My Username and Password.
- Enter your registered email address as requested.
- You will receive an email with your username within a few minutes. Once you receive this message, return to the Upromise website.
- Select I Forgot My Password.
- Enter your username and registered email address as requested.
- Answer the security question you selected when you joined Upromise. If more than five incorrect submissions are made you will be locked out of the account until you call us.
- If you answer your security question correctly, you will receive an email with a temporary password within a few minutes. Once you receive this message, return to the Upromise website and log in. After you log in with this temporary password, you will be prompted to create a new password.
I'm having trouble with my username and password. I'm locked out - what should I do?
Your account will be locked whenever you exceed the maximum number of unsuccessful log in attempts. This policy is designed to protect your personal account from being accessed by any unauthorized party.
If you are locked out of your account, follow these steps to request a temporary password:
- Select I Forgot My Password.
- Enter your username and registered email address as requested.
- Answer the security question you selected when you joined Upromise. (If you answer the question incorrectly several times, you will be locked out of the account and will have to call us to get back in).
- Once you answer your security question correctly, you will receive an email with a temporary password within the next few minutes.
- Then, return to the Upromise website and log in with your temporary password. Follow the prompts to create a new permanent password.
If you are still have trouble logging in, please call the Upromise Username and Password Hotline 1-800-587-7304.
How do I register my credit cards? Can I enter my spouse's credit cards?
To register one or more of your credit cards log in to your account, and then enter in the necessary information, being careful to enter your name and billing address exactly as they appear on your credit card statement. You'll automatically get college savings at hundreds of companies when you shop with your registered credit cards.
Please note that you may only register credit cards if you are the account holder (the credit card statement is in your name). If your spouse also has a credit card issued from your account and your card numbers are the SAME, both cards are automatically registered when one card is entered into your Upromise account. If the numbers on the cards are different, you will need to register each card separately.
How do I register my grocery or drugstore card?
To register your grocery cards, simply:
- Visit the Grocery section of the Upromise website (you'll find this link in the blue navigation bar at the top of your screen). You'll be prompted to log in.
- After logging in, click on the big yellow button at the top of the page that says "Register Now"
- Follow the instructions to register your grocery cards and find participating grocery and drug stores in your area.
Currently, you can register your grocery cards and register your CVS ExtraCare Card by visiting the "Grocery" section of our website.
Why is there a temporary charge on the credit cards I've registered with Upromise?
When you register your credit card with Upromise, we perform a standard verification check on the card to protect you against fraud or other abuse. This may result in a temporary charge displayed on your credit card statement, usually in the amount of $1 (but it can be as much as $25). Rest assured, the amount will be reversed once we complete the authorization process, which usually takes less than 24 hours.
My credit card was rejected by Upromise. What should I do?
If your credit card was rejected by Upromise, try following these simple steps:
- Simply log in to the My Account section of our website.
- Click on "Profile" (you'll find this link in the blue navigation bar on the left of the screen).
- You'll see a list of your registered credit cards about halfway down the page - just click "Update" next to the appropriate card to review and resubmit your information.
- Follow the steps to edit your name and address to be sure they match the information on your credit card statement and submit your changes.
- If your name and address already match your credit card billing statement, please try calling your credit card company to see if there is some other problem.
- If you confirm that your credit card account is in order, and the card is still being rejected by Upromise, please email Upromise Customer Care at customercare@upromise.com.
How do I find out my Upromise account number?
To find your Upromise account number, simply log in to your Upromise account and go to the Account Details Summary page. Your Upromise account number is located towards the top of that page in the Account Profile box.
How do I change my existing membership information?
To update your email address, mailing address, phone number or email preferences, please visit the Update Profile section in your Upromise account. To make changes to your name as it currently appears in your account, please Contact Us so that we may assist you.
How do I edit my name in my Profile?
If you have legally changed your name, typed your name incorrectly (e.g., you typed "Smiht", but it should be "Smith") or you have entered your child's name as the account owner and your own as beneficiary, please Contact Us to edit it.
How do I change my email address?
Go to the Profile section in your Upromise account to update your email address.
How do I close my Upromise account?
To close your Upromise account, please email customercare@upromise.com.
What is an Account Guest?
An Account Guest is someone a Upromise member authorizes to email Customer Care on the member's behalf, to get help with the member's account.
Who is eligible to be an Account Guest?
You can designate anyone over the age of 18 as an Account Guest.
What is my Account Guest authorized to do?
Your Account Guest is authorized to email Customer Care on your behalf to:
- Make account inquiries;
- Update information in your Account Profile;
- Investigate missing college savings;
- Register your credit, debit, grocery and drugstore cards.
Please note that your Account Guest may only register credit cards that are in your name or the name of the Account Guest - that is, you or the Account Guest are the credit card account holder and the statement is either in your name or the Account Guest's name.
Your Account Guest is not authorized to perform any other actions on your Upromise account besides those listed above.
What is my Account Guest not authorized to do?
Your Account Guest is not authorized to take any action that would decrease your account balance, move your Upromise savings, or restrict your access to your account.
For example, your Account Guest may not:
- Transfer your Upromise savings to other Upromise accounts through our Family & Friends program;
- Link your Upromise account to a 529 or an AES Education Loan Account;
- Transfer your Upromise savings to a 529;
- Transfer your Upromise savings to an AES Education Loan account;
- Withdraw your Upromise savings from your account;
- Close your Upromise account;
- Change the password on your Upromise account;
- Etc.
Does my Account Guest need my username and password?
No. You should never share your username or password with anyone. For verification purposes, your Account Guest will be asked to confirm his/her relationship with you the first time he/she emails Customer Care.
How do I add an Account Guest?
To add an Account Guest, simply follow these steps:
- Click "Update Profile" on the Manage Profile page in My Account;
- Enter your Account Guest's first and last name and their relationship to you in the fields provided;
- Click the yellow "Submit" button.
How do I remove or change my Account Guest?
To remove or change your Account Guest, simply follow these steps:
- Click "Update Profile" on the Manage Profile page in My Account;
- Either click the checkbox labeled "Remove Account Guest" - or, just update your Guest's information in the fields provided;
- Click the yellow "Submit" button.
How many account guests can I have?
Each Upromise member may only designate one Account Guest at a time.
What are company contributions?
Company contributions are rebates and other cash rewards you receive from the companies with whom you spend, and may also be redemptions of other reward currencies. Contributions may be a fixed amount or a percentage of your transaction, depending on the contributing company.
How do I register to get college savings from various stores and services?
When you join Upromise, you will see opportunities to register for savings from various stores and services.
- The best way to start is to register your current credit and debit cards and your grocery cards-you will be prompted to do this as you enroll.
- To register for other services, just provide the information the company requires.
- You can get details by clicking on any companies you see on the Stores & Services pages of our site.
How soon after registering my credit card with Upromise can I use the card to start receiving company contributions?
Every credit card you register with Upromise is processed to ensure it is valid. Validation and processing can take up to ten business days, after which you can start receiving company contributions with that registered card. During this validation period, you may see a temporary charge on your credit card statement. This validation is standard practice among companies taken to protect cardholders against fraud or other abuse. The amount that appears on your statement is temporary and is reversed upon completion of the authorization process. This process typically takes less than 24 hours and the amount is usually $1, although it can be as much as $25.
How are contributions deposited into my Upromise account?
We've created secure connections with every contributing company, so contributions can be automatically deposited from them into your Upromise account.
Your contributions are tracked when you:
- Register your credit cards and loyalty program cards
- Register your billing information for services and major purchases
- Shop through links on the Upromise website at online contributing companies
You can view the contributions you receive by logging in to your account 24 hours a day, seven days a week.
When will I receive my contributions?
Contribution posting times vary by company. Please view our Contribution Timetable to find out when your contributions should post. We are continually working with our contributing companies to ensure the most rapid reporting and payment schedules possible.
How do I keep track of my company contributions?
You can view your company contributions by visiting your Upromise account 24 hours a day, 7 days a week.
What are pending company contributions?
When you make purchases with Upromise contributing companies, there is typically some lag time between when we receive notice of your purchase and when contributions arrive for deposit into your Upromise account. During that time, these purchases will be recorded as pending company contributions. Additionally, some company contributions are pending if a company requires a waiting period for its customers before distributing their contributions.
What is the cash value of my company contributions?
Your contributions are equivalent to the same amount in U.S. dollars.
What happens to my company contributions if I return a product I purchased?
Any company contributions associated with your original purchase will be deducted from your Upromise account.
What happens to my company contributions if my credit card is cancelled?
After contacting your credit card company, you may also want to remove the credit card information listed in the Profile section of your Upromise account. After obtaining a new card, simply update your profile with your new information.
Do company contributions ever expire? What if I don't shop with any Upromise contributing companies for several months?
Company contributions don't expire. You can get company contributions every day or sporadically, depending on the programs you are participating in. However, if your account shows no activity for 12 months, it will be considered inactive. Upromise will contact you to suggest that you reactivate your account (in other words, start getting company contributions again). If you do not respond within 60 days, we will send any company contributions remaining in your Upromise account to your most recent address on record.
Who do I contact if I have questions about my contributions from Upromise Online Shopping?
Who do I contact if I have a question about company contributions from a company program that seem to be missing or in error?
Upromise posts contribution data to your Upromise account as soon as we receive it. Contributions generally take about ten business days after you receive your purchase or service to appear as pending in your Upromise account. Transactions with some contributing companies -- such as those that bill you monthly -- may take longer, depending on the company's policies and reporting methods. If you are still missing contributions after this time, or you believe there is an error with the contributions you have received, please go here.
How can my family and friends help me save more for college?
Your family and friends can add their Upromise savings to yours-allowing you to save more, faster. Here's how you can invite them to save:
- Go to the Family & Friends section of your account.
- Select Invite Family & Friends from the menu on the right of your screen - and enter the email addresses of your family and friends.
- We'll send them a pre-written email invitation.
- Once they accept your invitation, they begin saving for your student(s).
Your family and friends will have their own Upromise accounts with the flexibility to divide their savings between two or more children or families.
Who can be a Family & Friends member?
A Family & Friends member is one of an expanded network of individuals who receives company contributions and directs some or all of them to your Upromise account for the benefit of a future college student. That student may also be the beneficiary of a 529 account that the inviting member has linked to their Upromise account. A Family & Friends member may be a grandparent, aunt, uncle, godparent, other relative, or caring friend.
How do I invite Family & Friends to help me save for college?
Your family and friends can help you save even more by adding their Upromise savings to yours. We make it easy to invite family and friends.
- You Invite relatives and friends through Upromise by sending an email message from the Family & Friends section of your account;
- They receive a personalized invitation by email;
- By accepting your invitation they start saving for your students.
Your family and friends will have their own Upromise accounts with the flexibility to divide their savings among two or more children or families. Invitations can be sent to both Upromise members and non-members.
When are the contributions from my Family & Friends Network transferred to my Upromise account?
If you have linked a 529 college savings account to your Upromise account, the family and friends contributions that have been allocated to the 529 account beneficiary will be transferred to your account just prior to the transfer of funds from your Upromise account to your 529 account. Account transfers generally occur on a quarterly basis provided that the combined savings in your Upromise account and your Family & Friends Network exceeds the minimum required to effect a transfer.
In addition, if you request a withdrawal of contributions in accordance with the terms and conditions of the Upromise program, and the amount you request to have withdrawn exceeds the amount currently in your Upromise account, then all of the contributions that your Family & Friends Network have allocated to your Upromise account at the time of the withdrawal will be transferred to your account.
Once contributions have been transferred, they are deemed to have been irrevocably given to the member whose account they have been transferred to.
How do I get my Family & Friends to direct contributions to the student for whom I'm saving?
Please visit the Manage Family & Friends section of your Upromise account and select Invite Family & Friends. Simply enter the email addresses of family and friends so that we can send them an email invitation on your behalf. If they choose to accept your invitation to help you save for college, their name will be reflected in the Family & Friends section of your Upromise account. Invitations can be sent to both current Upromise members and non-members.
Why do Family & Friends need to be invited to join my Family & Friends Network to contribute to my future students? Why do I need to accept an invitation to contribute to another Upromise member's future student?
If you are part of another Upromise member's Family & Friends Network and have directed contributions to one of their future students, those contributions are ultimately transferred to a 529 account, when and if that Upromise member has linked their Upromise account to a 529 account designating that student as a beneficiary. All contributions allocated to that student are directed first to that Family & Friends member's account before being transferred to a 529 account, as an investment for that member. That Family & Friends member controls the funds and should grant permission to other members to add the amount they invest.
Similarly, if you link your Upromise account to a 529 account with your future student as beneficiary, your Family & Friends member's contributions will be directed to your Upromise account before being transferred to your 529 account, as an investment from you. Thus, you ultimately control the flow of contributions allocated to your future student and should likewise grant permission to others to add to the amount you invest.
What if the person I'm inviting doesn't want to join Upromise?
That person is under no obligation to join Upromise, but that means they won't be able to help save for your student through the Upromise service.
Can I invite a Family & Friends member again at a later date if I remove them from my network now?
Absolutely. You are in complete control of who can contribute to your future college student.
How do I contribute to the future college students of another person?
You can help your family and friends save even more by adding your Upromise savings to theirs.
- You Offer to help relatives and friends through Upromise by sending an email message from the Family & Friends section of your account;
- They receive your offer by email;
- By accepting your offer you can start saving for their students.
Offers can be sent to both Upromise members and non-members.
Can people in my Family & Friends Network view my Upromise account or personal information?
No. Members of your Family and Friends Network must access their own Upromise account in order to view contributions they have allocated toward your student. Access to your Upromise account and personal information is protected by your username and password. We recommend that you keep this information private.
How do I stop directing contributions to another member's future college student?
Go to the Profile section of your Upromise account. The students you are saving for are listed in the "Your Profile" box at the top of the page. Click "remove" next to the appropriate student. However, any contributions that were previously transferred from your account to another member's future college student, as well as contributions that are scheduled to be transferred within the following three days, will not be reallocated. Those contributions are no longer deemed to be yours and cannot be reallocated.
Can I view contributions from Family & Friends in my Upromise account?
Yes, you will be able to see contributions from your Family & Friends Network on the Savings by Student page in the Statements & Balances section of your Upromise Account.
I did not receive my welcome email. What should I do?
Soon after enrolling, you should receive your welcome email. If you don't receive it, check in the Profile area of your Upromise account to ensure that you have given us your correct email address.
What kind of information will I receive in Upromise email updates?
You will receive information on contributing company promotions designed to increase your savings as well as content about preparing for college.
I have not received any Upromise account information. What should I do?
Simply log in to your Upromise account 24 hours a day, seven days a week to find out how many contributions you have earned.
How often will I receive promotions from Upromise contributing companies?
You will receive promotions from Upromise and contributing companies on a periodic basis unless you choose to not receive them.
I am not receiving email newsletters and updates. What should I do?
Check the Profile area of your Upromise account to ensure that you have given us your correct email address and that you have not opted out of any emails you would like to receive.
Where do I find details regarding adjustments reflected in my Statements & Balances?
Recent detailed information regarding your account can be found by selecting 120-Day History located in the Statements & Balances section of your Upromise Account.
Will a hardcopy of my account statement be mailed to me?
No, but you can view your Upromise account online 24 hours a day, 7 days a week.
