The Basics

What is Cogni?

Cogni is a people-driven fintech app.

The service is available through a mobile application found on the App Store and installed on Apple mobile phones (iPhone 7 or newer, iOS 12.0 or later).

Learn more about us on our website.

Who can use Cogni?

Anyone and everyone! (Well, with some caveats.)

Once your application has been approved, your Cogni Wallet will be ready for use.

Applying for a Cogni account

What do I need to apply for a Cogni account?

Applying for a Cogni account is quick and easy. The application takes 3–5 minutes.

In order to apply, you’ll need to provide the following info:

• Full legal name

• Email address

• Mobile phone number

• Home address

• Social Security number

• Date of birth

Do you check my credit history when I apply for a Cogni account?

No...We do not check your credit history when you apply for a Cogni account, so applying will not affect your credit score.

If I am not automatically Approved, what is the manual review process?

The information you provide in the application is automatically cross-referenced against several industry-standard data sources. However, those data sources do not always provide successful matches, thus we need to review the application manually in order to get you approved for an account.

During the manual review process, you will be contacted by email from our Cogni New Accounts Team (make sure to check your spam/junk folders). We will request some information from you which will help substantiate the information you applied with. You’ll then be able to securely upload PDF’s of those requested documents in the Cogni App.

The duration of the manual review process is dependent on the amount of time it takes for you to get the requested information uploaded to assist with the review. Please be aware that after the requested information are received, it may take several days for our New Accounts Team to fully review and verify this information, depending on the complexity of the individual situation.

My Account

If I choose to close my account, what’s the process?

We’d be sorry to see you go, but we will be as quick and efficient as possible. 

Once you’re ready to close your account, please email the Cogni Member Services Team (member-services@getcogni.com) with a request for account closure from the email address associated with your Cogni account.

Security and settings

Are my assets safe with Cogni?

Yes.

Not only we are compliant with financial industry standards, but also to maintain a platform that utilizes the best engineering and security practices possible. 

What if I forgot my password (or my username)?

You can reset your password from the Login screen. Tap on the Help button and then choose the Reset password or username menu option.

How come I am not receiving my code for password reset?

The 6-digit code used to reset your password is sent via SMS (txt message) to the mobile phone number on file for your account. First make sure you are utilizing the same mobile phone number on file for this account.

When attempting to reset your password, you are asked to enter your Username. This Username is case-sensitive. You may not be receiving the code because you are not entering the Username correctly (or perhaps you forgot the Username). 

To make sure you are using the correct Username, tap on ‘Forgot your username?’ link on the Reset Password screen. Then, go to your email inbox and copy and paste your Username into the Reset Password screen and tap Send Code.

If you still do not receive the code via SMS, please call our Member Services Team at member-services@getcogni.com.

How do I change my password?

After logging in to the Cogni app, tap the Settings button on the bottom navigation bar to get started.

Settings > Security > Change password

How do I update my name?

However, for security reasons, we can’t allow you to change your name within the app. Please contact Member Services at member-services@getcogni.com if you need to initiate a name change.

How do I update my contact info?

You can update your contact info in the Cogni app after logging in. Tap the Settings button on the bottom navigation bar. Then on the Profile screen, drag and slide the Home address, Email, or Mobile number to the left to see the Edit button.

To ensure safety and security of your account, our Cogni team may reach out to you asking for evidence of the profile change, such as a phone bill, driver’s license, etc. 

Note: For security reasons our Member Services Team is not able to update your Home address, Email, or Mobile number on your behalf, but they can assist if you are encountering problems within the App.

If I change phone numbers, how do I access my account?

If you change your mobile phone number but still have the same mobile device, you should be able to login and change your phone number within the Cogni App.

If you change your mobile phone number AND your mobile device, please send a mobile number change request via email to our New Accounts Team (onboarding@getcogni.com) from the email address associated with your Cogni account for processing. To assist with this, the following information should be included:

• One phone bill showing the old phone number and One phone bill showing the new phone number.

• If your mobile phone bill is under a different name and/or address, please also provide one (1) of the below:

• Valid State-Issued ID, Driver's License (front & back)

• Passport 

• Most Recent Pay Stub, W2, 1099 or Utility Bill

Once the evidence is provided and reviewed, you’ll then be allowed to login on the new device. 

I’ve submitted the information requested for review, now what? 

Once you have properly submitted all of the requested information to assist with your review, please allow some time for our New Accounts Team to review this information. 

Once the review is complete, you will be notified via email of the determination made. If any additional information is needed from you, we will reach out to you via email and/or phone. If you have any questions regarding an ongoing review, please direct them via email to onboarding@getcogni.com

Cogni app

What devices are compatible with Cogni?

Currently, we’re only supported on Apple mobile phone devices (iPhone 7 or newer) running iOS 12.x or newer, as well as Android devices. While the app might work on an iPad or iPod device, it has not been developed nor tested on those devices, thus issues that arise on those devices are not supported. 

Help and Member Services

How do I contact Cogni?

Our Member Services Team offers support via email. 

To email us, we can be reached at member-services@getcogni.com.

These links are also available in the Cogni app for easy access.

How do I submit a Feature Request?

We’re always looking to get Member-requested features developed and delivered! 

You can send a Feature Request through the Cogni app by going to the More menu (the icon on the top right) and tap on the Submit your feedback menu option. From here, you can suggest a feature.

How do I share my feedback?

We’re glad you asked! We have many ways you can share your feedback.

You can send a Feature Request through the Cogni app by going to the More menu (the icon on the top right) and tap on the Submit your feedback menu option. From here, you can suggest a feature, report a bug, or give general feedback. Please don’t include any sensitive information!

We look forward to hearing from you!