That's not how the world works, though. Cardless is the issuer. Bilt is the loyalty program. If you have a question about converting your United Explorer card into a United Quest card, you call Chase, not United.

Bilt is a little special because it's small and run like a scrappy startup by points enthusiasts (TPG writers, etc.) who are go-getters and with high-level execs that respond directly on Reddit, etc. They are a little better positioned than a giant bureaucratic organization like United to understand questions and contact the card issuer to find this information out. But that's a bonus, not a core expectation

Though I guess you could argue it is Bilt's responsibility because they chose Cardless and they're the ones that bungled the rollout of 2.0 and caused all this mess. But it's still a card issuer question, not a loyalty program question.