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What happens if my payment app has an outage and I can’t access my account?

System outages or technology glitches can happen. First, contact the payment app company for any help they can provide. Next, try other methods to access your account. Finally, keep an eye out for possible fees or fraud.

Keep in mind that a service outage doesn’t necessarily mean your personal data is at risk.

Steps you can take in the event of an outage:

First, contact the payment app

Even if the app is down, the company’s web site or customer service chat could be functioning. Or call customer service by phone. Ask about the outage and when they expect it to be fixed. You can try contacting the company by social media. Remember not to put any account or personal information in your posts.

Double-check incoming and outgoing payments

Check with the company to find out whether incoming payments or outgoing transactions are still taking place during the outage. You might need to set up an alternate way to receive money you are owed, or to send money to others.

Make it a habit to move money out of the app and into a bank or credit union account

Storing money in your app could mean the money is not insured by the FDIC or NCUA, in the event the app company fails or goes out of business. Moving money to an FDIC-insured bank or NCUA-insured credit union could provide more security and peace of mind.

Watch for fraud

To communicate with your payment app, call the customer service number or try contacting them through their web site. Thieves sometimes try to contact you with e-mail, phone calls, social media messages, or text messages that seem like they’re coming from an official source.

Submit a complaint

The CFPB accepts complaints about money transfers, virtual currencies, and money services. Submit your complaint online or by phone at (855) 411-2372. You can check out to find other places to submit complaints. It includes ways to submit complaints about phone, internet, and cable companies as well as companies that sell other products and services and more.