Upromise Customer FAQ

If Upromise doesn't recognize your email address during login, ensure you are entering the correct email linked to your account. If you've forgotten your email or believe there may be an issue, you may need to reset your password or verify your account details. If problems persist, there is a link to the most up-to-date contact information right here on this page for assistance.

If you no longer have access to the email associated with your Upromise account, it's important to regain control for security reasons. The best course of action is to navigate to the login page and choose the "Forgot Password" option. Usually, this process involves answering security questions to verify your identity or receiving a text message if a phone number is linked to your account. In some exceptional cases, you might need to reach out directly to customer service for further assistance, so they can verify your identity using other information associated with your account. The contact link is available on this page.

If you've forgotten your Upromise account login information, you can go to the sign-in page and click on the "Forgot Password" or "Forgot Username" link. You'd then need to enter the email address associated with your account. An email with instructions to reset your password or recover your username will be sent to the provided email. Please make sure to check your spam or junk folder if you don't see the email in your inbox. Please remember, for your security, we don't have access to your password.

In Upromise, survey availability can vary based on numerous factors such as demographic information, survey needs, or your previous survey participation. If you haven't received any surveys for a while, it could be because there aren't currently any that match your specific profile or criteria. Sometimes, it may also be due to technical issues. It's important to keep your information updated to ensure you're the best fit for the surveys. If you've already done this and are still not receiving surveys, there may be temporary drops in availability. Keep checking back as the situation can change daily.

If your funds are no longer in your Upromise account, it's likely that they were transferred to a designated account linked to your Upromise account. This could be a 529 college savings plan, a Sallie Mae High-Yield Savings Account, or a Sallie Mae SmartyPig Account. Please ensure to confirm that these accounts are still active and linked to your Upromise account to enable fund transfers. If you have not set up an account linkage, it's possible your funds may remain in the Upromise account until a transfer destination is established.