Table of Contents

Plaid

Withdrawing


What is an ACH withdrawal?

An ACH withdrawal is an electronic fund transfer that is done through the Automated Clearing House (ACH) network. ACH allows US residents to withdraw their Voice Balance directly to their bank account.


Is there a fee for ACH withdrawals?

At this time, there are no fees for ACH withdrawals.


What are the requirements for an ACH withdrawal?

  • Approved KYC

  • A minimum Voice Balance of $5.00

  • A United States bank account


Do I need a crypto wallet for ACH withdrawals?

No. A connected crypto wallet is not required for an ACH withdrawal. For more information on requirements, please see our FAQ: What are the requirements for an ACH withdrawal?


Is ACH only for US residents? Are there options for EU/UK residents?

ACH is only available for US residents as a withdrawal option.

For our EU/UK members, we’re working on offering SEPA as an option in the near future. Stay tuned for our announcements through email and Discord channel #platform_updates.


What if I get an email for a withdrawal request that I did not make?

If you ever receive an email for a withdrawal on Voice that you did not create or recognize. Please contact our team ASAP using the email address: [email protected]


What is Plaid? Do I need to create an account on Plaid before requesting an ACH withdrawal?

Plaid is a third-party service, that allows you to securely connect your US bank accounts for ACH withdrawals on Voice. If you have more than one account with the financial institution, you can choose which accounts you'd like to add. For more information, please see Plaid's End User Services Agreement. Note: Some financial institutions/accounts are not supported by Plaid at this time.

Creating an account on Plaid is not required for ACH withdrawals on Voice.


What if I don't see my bank listed on Plaid?

If you don’t find your bank:

  • Click on "Search" and enter the name of your bank. Double-check that the name of the bank you entered is an exact match to the bank’s official name.

If your bank still isn’t listed:

  • Plaid isn’t integrated with your financial institution.

  • Plaid can’t reliably connect to your financial institution at this time. Some financial institutions may not let you connect your accounts to third-party apps. Note: If your bank isn't listed, it may still be compatible with Plaid. Contact your bank directly for more information.


Troubleshooting the error: "Your connection failed".

If you try to connect your financial institution with Plaid and it doesn’t work, it may be because:

  • The login and password associated with your financial institution may have changed. To solve this problem, first, verify your login and password on your financial institution’s website, then go back into the app and try reconnecting your accounts.

  • Plaid may be experiencing technical difficulties. Sometimes the issue is on Plaid's end. In that case, you can rest assured that Plaid will be working to fix it ASAP. You may need to retry at a later time.

  • Your financial institution may be experiencing technical difficulties. When financial institutions’ servers are overwhelmed or down for maintenance, they may not be able to support the kind of connectivity Plaid provides. You may need to retry at a later time.

  • Your financial institution may be limiting your ability to connect. Sometimes a financial institution will make changes that impact your ability to access your financial information. The result can be a slow connection or none at all. If you encounter a consistent issue, please reach out to your financial institution to let them know you’re being affected.


How do I transfer my Voice Balance using ACH?

What you'll need:

  • A bank account. Please keep in mind that you must be the primary account holder of the bank account for ACH withdrawal.

  • Your bank account's website username and password for verification through Plaid.

Here are the steps for cashing out your Voice balance to your US bank account via ACH:

  1. Log into your Voice account and visit your Balance page https://www.voice.com/balance.

  2. Click "Withdraw".

  3. Next, review the information around ACH withdrawals, and check that your full name matches the name as the primary account holder for the bank account. When ready, click "Continue".

  4. Select "Bank account (USA only)" then click "Continue".

  5. Depending on your account history, you will have the following steps:

    1. Adding a new account. If you are adding your first account for ACH withdrawal, a pop-up will appear for you to set up your ACH using the service Plaid. In this pop-up, select or type in your bank's name and follow the steps provided to connect your account through Plaid. If you do not see your bank, please see our FAQ: What if I don't see my bank listed on Plaid?

      1. After selecting your account, follow the on-screen instructions. To confirm it’s you, your bank might send you additional authorization requests such as but, not limited to a text message or email.

    2. Choose an account. If you have already added and saved a bank account for ACH in the past, you will see a menu of your available accounts to select for your withdrawal. Click on the account you'd like to withdraw to, and then click "Continue".

  6. Enter the withdrawal amount and click "Continue".

  7. Preview the withdrawal details and double-check that all the information is correct. Click "Confirm" when ready.

  8. After confirming, you'll see a pop-up message letting you know your transfer is on the way.


How long does it take to see my ACH withdrawal in my bank account?

ACH withdrawals typically take 4 business days.


What are "business days"?

"Business days" are Monday through Friday, excluding Federal holidays when financial institutions are closed. ACH withdrawal requests sent on a Saturday, Sunday, and/or Federal Holidays are processed on the next business day.

For example: If you request an ACH withdrawal for your Voice balance on a Saturday, the first business day for processing your withdrawal request begins on that Monday. ACH withdrawals take 4 business days to appear on your bank account statement. In this example, you would see your successful ACH withdrawal in your bank account after the 4th business day on that Thursday.


How do I remove my accounts?

When in the ACH withdrawal process on the "Select Bank Account" page, click the "Trashcan" icon located on the right side of the saved Bank Account to delete.

Select "Continue" in the pop-up to confirm.

After confirming, the site will reload and bring you back to the "Cash out" page allowing you to select your withdrawal option and add any new accounts you'd prefer to withdraw to.

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