/retail banking

News and resources on retail banking, consumer finance and reinventing customer experience in finance.
Chase UK app suffers day-long outage

Chase UK app suffers day-long outage

App-only Chase UK has suffered a major outage, leaving its million customers unable to send money, move funds between accounts or see their balances for several hours.

Chase UK, which boasted last week that it had signed up a million users in its first year, first confirmed that it was investigating a problem with its systems yesterday at 12.21pm BST.

The bank warned that customers might "have issues logging in, completing online card payment security checks and navigating the app".

This morning, at 08:19am BST, it tweeted the same details, insisting that its teams were investigating "around the clock".

It wasn't until 07.50pm BST that Chase said that it was "almost back to normal", although even then customers could not edit their details, change scheduled payments, add a payee or change a payee's details, with many functions suffering from "degraded performance".

No details on the cause of the problem have been provided by Chase, which worked with 10x Banking, the cloud-native fintech set up by former Barclays chief Antony Jenkins to build its platform.

Inevitably, customers vented on Twitter, despite Chase limiting who could reply to its tweets:


Comments: (2)

Andrew Smith
Andrew Smith - RTGS & ClearBank - London 06 October, 2022, 08:15Be the first to give this comment the thumbs up 0 likes

All banks suffer outages sadly. Resilience is uber important but what is equally important is how you deal with issues, how transparent you are and your customer communications.....

Chris Davis
Chris Davis - Kyndryl - London 06 October, 2022, 18:58Be the first to give this comment the thumbs up 0 likes

Agreed - the regulators now view incidents like this as inevitable and are making sure banks have contingency and recovery plans in place to manage appropriately...    Cheers Chris