Ava FAQs • Really, a Higher Credit Score is That Simple

Q: How does the Save & Build Credit Account work?

The Save & Build Credit Account helps you build credit through a structured savings and credit building program.

Q: How do you handle data and security?

Ava takes data security seriously and implements industry-standard security measures to protect your information.

Q: Which Credit Bureaus do you report to?

Ava reports to all three major credit bureaus to help build your credit history.

Q: How does Ava build credit and save money?

Ava's credit building features add to your credit history and can save you money on your loans and credit cards. With the Ava Credit Builder Card and the Save & Build Credit Account, we provide you with an efficient path to build your credit history while positively impacting your score in order to qualify for the lowest cost of debt you're entitled to. All you need to do is activate your Ava Credit Builder Card and/or Save & Build Credit Account, connect a valid and active bank account, and we automatically take care of monthly payments and report your good history to all three credit bureaus. Let our technology do the work so you don't have to.

Q: How does the Ava Credit Builder Card work?

The Ava Credit Builder Card helps you build credit by reporting both your utilization and on time payments within 24 hours to the credit bureaus which helps your credit score. It's that simple.

Q: Which bills can I report?

You can report up to 5 qualified tradelines in total: For your primary residence (where you live most of the time) - Rent: Up to 3 utilities, including electric, gas, and water - Phone Bill: 1 monthly mobile phone plan.

Save & Build Credit Account

How does the Save & Build Credit Account work?

Ava's Save & Build Credit Account³ is the perfect way to build a nest egg AND your credit history. The Save & Build Credit Account is a secured loan where you simply pay $25 over a term of 24 months. You receive $600 at the end of the term. An origination fee to cover costs applies.⁶ When you commit to this program, we report each on-time loan payment to the credit bureaus to help build your payment history.⁵

It's important that you make on-time payments towards this secured loan. If you miss payments or stop payments before your term is complete, we will have to report a missed payment to the credit bureaus,which may hurt your credit score. Make sure you're ready to make the commitment.

Which credit bureaus do you report to?

We report to ALL three major bureaus (unlike most credit building products in the market). We report your file to TransUnion, Equifax and Experian within the first week of you joining Ava. You should see the Ava trade line on your credit report within a week. Members saw an average 43-point credit score improvement in 30 days.⁹ We believe you should not have to wait months to see results.

How does Ava build credit and save money?

Ava’s credit-building features help add positive payment history to your credit report. When you activate your Ava Credit Builder Card or Save & Build Credit Account and connect a valid bank account, we automatically enroll you in autopay for your required monthly payments.

Autopay authorizes Ava to debit your linked bank account for the amount due on your account. For Ava Credit Builder Card and other credit products, your payment amount is determined based on your monthly statement, and payments are typically processed shortly after your statement is issued.

Autopay remains active unless you cancel it, and you can request to turn it off by contacting support@meetava.com.

Your payment activity, including on-time and missed payments, is reported to the major credit bureaus, which may help you build or impact your credit over time.

How long does an Ava refund take to process?

Your Save & Build funds are typically deposited into your linked bank account within 3–5 business days after you initiate a withdrawal.

To request a withdrawal, open the Ava app, find the Withdraw option, and follow the on-screen instructions.

If your funds haven’t arrived after 5 business days, contact support@meetava.com.

Ava Credit Builder Card

How does the Ava Credit Builder Card work?

How the Ava Credit Builder Card works

The Ava Credit Builder Card works like a traditional credit card but includes features to help you spend responsibly and build credit over time.

Credit Limit

Your account may have a credit limit of up to $2,500.
This is what is reported to the credit bureaus.
You can spend up to your credit limit in the Ava store.

Spend Limit

Within your credit limit, we set a Spend Limit.
Your Spend Limit is the maximum amount you can spend on eligible merchants during a billing cycle.

Where you can use your Spend Limit

You can use your Spend Limit at 60+ Ava-approved online merchants (for example: Netflix, Spotify).
You can also use your Spend Limit in the Ava Store.
You can spend up to your total Spend Limit across all eligible merchants and the Ava Store in each billing cycle.
You can see the full list of Ava-approved merchants on our merchants page.

How this can help your credit

Using your card within your limits and making on-time payments can help keep your credit utilization in a healthier range, which is one factor that can affect your credit score.
We report your account status, including your balance and payment history, to the credit bureaus, which can help you build credit history over time.

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Which credit bureaus do you report to?

Why was my Ava Credit Builder Card declined?

Your card may be declined if:

The merchant or subscription is not supported.
The charge exceeds your available spending limit or a transaction restriction.
Your card is restricted because of an outstanding payment or an issue with your linked bank account.

The Ava Card can only be used for eligible subscriptions with supported merchants. Your spending limit is the amount available for purchases and is separate from the credit limit reported to the credit bureaus.

Check your available spending limit and any account alerts in the Ava app. If you still need help, contact support@meetava.com with the merchant’s name, transaction amount, and any error message.

How do I activate my Ava Credit Builder Card?

Once your application is approved and your Ava membership payment is complete, you can access your virtual card in the Ava app under Home → Details. Ava does not issue a physical card.

Use your card details to pay for eligible subscriptions with supported merchants, within your available spending limit.

If your card isn’t available or you need help getting started, contact support@meetava.com.

Can I use my Ava Credit Builder Card with Apple Pay or Google Pay?

No. The Ava Credit Builder Card cannot be added to Apple Pay or Google Pay.

To use your card, find your virtual card details in the Ava app under Home → Details and enter them directly when paying for eligible subscriptions with supported merchants.

Rent & Utility Reporting

What is rent & utility reporting?

Rent & utility reporting lets you build credit by adding your recurring monthly bills (like rent, utilities, and phone service) to your credit report. Each bill is reported as a separate trade line to TransUnion. Consistent on-time payments can help strengthen your credit profile, especially if you have limited credit history.

Does this cost extra?

No — Rent and utility reporting is fully included with your Ava membership, covering up to 24 months of eligible historical payments at no extra cost.

Is my bank information safe with Ava?

Yes. Ava can only view your transaction history to identify eligible payments like rent, utilities, and phone bills. Your bank login credentials are never shared with Ava—they are encrypted and secured by our trusted bank connection partner.

Which bills can I report?

You can report up to 5 qualified tradelines in total:

Rent: For your primary residence (where you live most of the time)
Utilities: Up to 3, including electric, gas, and water
Phone Bill: 1 monthly mobile phone plan

What if I have a mortgage?

If you have a mortgage, rent reporting isn’t available, but you can still report your utilities and phone bill.

Which credit bureaus see my payments?

Right now, Ava reports your payments to TransUnion. Reporting to Experian and Equifax is coming soon.

Do you report late payments?

For rent, utility, and phone bills you choose to share with Ava, we only report on-time payments to help you build positive credit history.
Missed or late payments from these accounts are never reported.

If you have the Ava Credit Builder Card or Save & Build Credit Account, those follow normal credit reporting rules, which may include late payments.**

What if I move?

If you’re moving, we recommend leaving your bill info as is in the app; it will naturally stop reporting after 90 days of inactivity. Once you start making payments at your new address, we’ll begin reporting again after three months of new payment history.

If you manually delete the tradeline in the Ava app, we won’t be able to restart reporting in the future. So the best thing to do is nothing; we’ll handle it for you.

Account & Membership

How do I cancel my Ava membership?

You can cancel your Ava membership directly in the app:

Log in to your Ava account.
Tap the gear icon in the top-right corner to open Settings.
Select Subscription.
Tap Cancel Subscription and follow the on-screen prompts to confirm.

Please review the cancellation details carefully, including how cancellation may affect your Ava credit accounts and associated tradelines on your credit report. Cancelling your membership does not eliminate any outstanding balances.

If you need help, contact support@meetava.com.

How do I close or delete my Ava account?

You can cancel your Ava membership directly in the app:

Log in to your Ava account.
Tap the gear icon in the top-right corner to open Settings.
Select Subscription.
Tap Cancel Subscription and follow the on-screen prompts to confirm.

If you need help, contact support@meetava.com.

How to I update my information on my Ava account? How do I update my email, phone number, address or name on the Ava account?

Contact support@meetava.com for help updating your personal information. For your account’s security, we may need to verify your identity before making changes. Our team will guide you through the required steps.

How do I update my mailing address?

How do I change my email address?

How do I stop receiving emails from Ava?

To stop receiving marketing emails, select the Unsubscribe link at the bottom of an Ava marketing email.

You may still receive important account-related emails, such as payment reminders, account updates, and required notices. Unsubscribing from emails does not cancel your Ava membership.

Payments & Billing

Why was I charged by Ava?

A charge from Ava may be for your membership subscription or a payment toward your Ava Credit Builder Card or Save & Build Credit Account.

You can review your subscription and payment details in the Ava app. If you don’t recognize a charge or need help understanding it, contact support@meetava.com.

Can I cancel a scheduled payment?

Scheduled payments cannot be cancelled. To request a postponement, contact support@meetava.com as soon as possible. Our team will review whether the payment can still be rescheduled.

Postponing a payment does not automatically change your payment due date. Making payments on time is important, as late or missed payments may negatively affect your credit.

What payment methods does Ava accept?

Ava accepts ACH payments from a linked personal bank account. You can also use an eligible debit card through Pay Now, when available. A $3 fee applies to debit card payments.

We do not accept credit cards, prepaid cards, or business bank accounts.

How do I update my payment method?

To update your linked bank account, open your bank account settings in the Ava app and follow the prompts to connect a new account through Plaid. It must be a personal bank account in your name.

For debit card payments through Pay Now, add your debit card number, before confirming the payment.

If you need help, contact support@meetava.com.

What happens if my automatic payment fails?

If your automatic payment fails, we’ll send you emails and push notifications explaining why the payment failed. Your payment remains due, so check that your linked bank account has sufficient funds and is still connected to Ava.

You may be able to make a payment through Pay Now, when available. A $3 fee applies to debit card payments. Don’t assume your automatic payment will be retried.

Late or missed payments on your credit accounts may be reported to the credit bureaus and could negatively affect your credit score. If you need help making a payment, contact support@meetava.com.

App & Support

Why isn't the Ava app working?

If you’re having trouble using the Ava app, try updating to the latest version, checking your internet connection, and closing and reopening the app.

If the issue continues, contact support@meetava.com with a description of the problem, your device type, and a screenshot of any error message. Our team will help troubleshoot and work to resolve the issue as soon as possible.

Why can't I link my bank account?

You may have trouble linking your bank account if your bank isn’t supported by Plaid, your login details are incorrect, or your bank is experiencing a connection issue.

Make sure you’re linking a personal bank account in your name. Business accounts are not supported. Follow any verification prompts from your bank during the linking process.

If you still can’t connect, contact support@meetava.com with your bank’s name and a screenshot of the error message. Please do not share your banking password or verification codes.

Why can't I log in to my Ava account?

Make sure you’re using the same email address and sign-in method you selected when creating your account: Continue with Google, Continue with Apple, or Continue with Email.

If you’re still having trouble:

Update the Ava app to the latest version.
If you selected email sign-in, check your inbox and spam or junk folder for the login link. Use the most recent link.
If the issue continues, uninstall and reinstall the app, then try signing in again using your original sign-in method.

For additional help, contact support@meetava.com with a screenshot of the error message and your device type.

How do I contact Ava Support about an account issue?

You can email us at support@meetava.com or call 920-287-0282 (920-287-0AVA).

To help us assist you, include a brief description of the issue and any relevant error messages. Please do not share passwords or verification codes.

General Questions

Can I get a refund if I cancel?

It depends on when you cancel:

Cancel within 7 days

You’ll be charged a $9 fee
You’ll get back anything you paid over $9

Examples:

Paid $9 → no refund
Paid $10 → get $1 back
Paid $72 → get $63 back

Cancel after 7 days

No refunds

Anything else to know?

The $9 fee applies to all plans
The Money Back Guarantee is separate and has different rules

What is the Money Back Guarantee?

How does Ava’s Money Back Guarantee work?

If you don’t see Ava on your credit report within 30 days of joining, we’ll refund your membership fee as long as your account remains active for at least 7 days after your membership date. This ensures we have sufficient time to process and report your account accurately.

How to Request a Refund

Email your Money Back Guarantee request to support@meetava.com, and we’ll review and process your refund if you qualify under the terms below.

Eligibility

To qualify for the Money Back Guarantee:

Your Ava account must have been active for at least 7 days from your membership date.
Ava must not appear on your credit report within 30 days of your membership date.

Processing

In your email, please include your account details. Once approved, we’ll process a full refund of your membership fee.
If a refund is issued, your Ava account will be closed upon processing.

Why does Ava exist?

Ava is here to help you build credit history and save money on debt. The best way to tackle debt is to find the lowest cost of debt possible so you pay as little as necessary. We create a personalized step by step plan — first by helping you build (or rebuild) your credit history.

How do you handle data and security?

We never sell your data or save your banking login. All your personal information is kept safe with 256-bit encryption.

Need help?

Reach out! We’re here to support you on your journey to financial freedom.

Really, a higher credit score is that simple.

Save & Build Credit Account

Ava Credit Builder Card

Rent & Utility Reporting

Account & Membership

Payments & Billing

App & Support

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