Chime FAQs – Service Disruption

Nov 14, 12:01 PDT

We wanted to update you on our plan following our recent service disruption. 

We’re truly sorry that this happened. Still, sometimes just saying you’re sorry isn’t enough. Your financial peace of mind is important to us, so we’re taking action to try to make this right. 

Based on member feedback, we have:

Increased SpotMe limits by $25.

Applies to every member who opened a Chime account before October 20, 2019 and is eligible for SpotMe or becomes eligible in the future. This is valid for a minimum of one year from today.

Reimbursed all out-of-network ATM fees to active members.

Active members that were charged out-of-network ATM fees by Chime during the disruption from October 16, 2019 - October 19, 2019.

Added $10 to Spending Accounts.

Every active member who we know, due to the disruption, had a transaction declined, tried to complete a transfer from their savings account, or was unable to turn their card back on in the app.

We have also taken steps to ensure our processor has even more robust systems and monitoring to help prevent future disruptions. As your banking partner, we are committed to making the features you know and love available when you need them. 

As always, thank you for being a Chime member. 

Sincerely, 

The Chime Team 💚

 

Oct 20, 22:30 PDT

We are committed to being fully transparent about the service disruption and have prepared these frequently asked questions to help keep you informed. We sincerely apologize for your experience during this time.

 

What happened?
On Wednesday, October 16 at 12:55 PM ET, our third-party payment processor (Galileo Financial Technologies) began experiencing technical issues that caused it to go offline intermittently. Their outage caused some purchases to be declined and impacted our ability to show you real-time balances and transaction history.

Card purchases were unavailable for approximately four and a half hours between Wednesday and Friday. We have worked around-the-clock with our processor, with an initial focus on making card purchases and ATM withdrawals work normally. We were then able to restore all core functionality in the mobile app and website, which were only intermittently available between Wednesday and Friday.

All core Chime services are currently up and running as of Saturday, October 19, 2019. We will continue to provide real-time status of banking services and updates at www.chime.com/status.

 

Is the app working and is my balance accurate?
Yes, Chime’s mobile apps and website are back online with real-time, up-to-date balances and transaction history. Some members saw balances that were temporarily out of sync due to our processor’s delay in the transaction settlement process. This issue is now resolved.

 

Is my money safe? What about my data?
Yes, we want to assure you that member funds and data are safe and secure. No personal or account information was affected during this outage. This incident was not the result of a hack or security breach at Chime or our processing partner. 

 

Can I use my card?
Yes, Chime card transactions (including ATM withdrawals) are working normally. If you previously turned off your Chime card, you can turn it back on by going to the settings section of the Chime app. 

 

Did my direct deposit post normally?
Yes, all direct deposits were posted successfully during the outage and are reflected in your account balance and transaction history.

 

I’ve been waiting to speak with a customer support agent. Is there an easier way to get my question answered?
Chime’s member support team experienced extremely high email and call volumes over the past few days. We know how important it is to reach us during a situation like this, and we are so sorry if you have experienced an unusually long wait time. If you cannot reach a Chime support agent by phone, another way to reach our team is by sending an email to support@chime.com. Our agents are working around-the-clock to address your issues as quickly as possible.

 

What are you doing to make sure this doesn’t happen again?
We understand how frustrating this situation has been, and we are deeply sorry this occurred. We take seriously the trust that you place in Chime as your banking partner. We’ll continue working side-by-side with our payment processor to help prevent an outage like this from happening again. 

We will continue providing updates on our status page and will follow up with more information about our plan; we are committed to making things right.

From all of us at Chime, thank you for being part of the Chime family. 

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