News, Culture & Society

Chase Bank’s app crashes leaving 1m customers unable to access accounts

Chase Bank’s app crashes leaving some of its 1m customers unable to access accounts or make payments in the last 24 hours

  • Problems with the app began around midday yesterday 
  • Outage has left customers unable to make payments or access funds 
  • Many angry customers have taken to twitter to vent their frustration
  • Chase Bank UK serves more than 1m customers

Chase Bank has left its customers in limbo after its app crashed leaving up to 1million users without access to accounts.

The app-only banking provider has experienced a major outage since lunchtime yesterday, which is preventing customers from logging in.

Chase, which currently serves more than one million UK banking customers, says it is ‘working around the clock to resolve the issue.’

It is backed by US giant JP Morgan and has been on an aggressive drive for UK customers – within a year of launch, it has pulled in £10billion deposits.  

Numberless and useless: Some twitter users are complaining that since the the Chase debit card doesn’t have a number and is only visible via the app, they are now unable to even make online payments.

It is currently in a heavy advertising blitz in a bid to continue to grow its UK arm, part of which it boasts about its 56million US customers.

The app outage has persisted for around 24 hours and left customers unable to make payments or access funds.

Many angry customers have taken to Twitter to vent their frustration.

One Chase customer on Twitter said: ‘Something is happening with Chase Bank. Online account access is down. App is non-functional. And ATMs are down, no access to pull cash.’

Another feared that they would be unable to make payments that are due today and would bring their credit score down.

Some customers are also complaining that they are unable to even use their card to pay for things.

A Twitter user said: ‘I have been left embarrassed both at the petrol station and the supermarket because your app is currently down as is using my card it seems! Can I have an ETA of when this will be fixed?’

Another added: ‘My app is still down & can’t use card for online payments. I also can’t transfer money out to a card that actually works. Now need an estimated time for recovery as I need access to my cash today. I called customer support & was told to wait 2 hours which I did.’ 

What’s gone wrong?

While many banks often face IT gremlins and meltdowns, it is not often a newer challenger goes down. Many of the older banks have legacy IT systems, which is where problems often stem from.

The problem began yesterday around midday, with Chase UK announcing on its website that it was having a problem with one of its systems stating that users might have issues logging in, completing online card payments and card payment security checks.

It also said its Support Team may also not be able to answer specific questions about users accounts. 

By the end of the day, it said that it was still investigating the issue. It warned that the app may tell users to use or reset their passcode. 

It’s 8am update stated: ‘Please do not do this if you see this message. Please just try to log in later.’ 

For those that do manage to log in it says they might see some unhelpful looking errors full of numbers and random letters. 

As of 11am – almost 24 hours after the first reported issue, the problem remains ongoing. 

On its website Chase stated: ‘The issues affecting our services are still ongoing. We know this is not what you expect from your bank and we’re sorry for the inconvenience.  

‘We’re really sorry about the ongoing problem with our service and our teams are working hard to identify and fix it. If you are experiencing errors, please try again in an hour.

‘Direct Debits, standing orders and future dated payments remain unaffected by this issue.’

This is Money has asked for an official explanation from Chase UK and at the time of publication, we are awaiting its response. 

Savings accounts