Frequently Asked Questions

 

The Chase Community FAQs

 

Chase banking app FAQs

 

How do I join?

To join the Chase Community, you will first need to complete the panel sign up survey.

You will then receive a confirmation email to activate your community account.

Once you've done this, your membership will be active, and we will be able to send you research projects that you could participate in.

 

What's in it for me?

As a member, you will get to take a sneak peak behind the scenes at new features and rewards Chase offer, and have the opportunity to give your honest feedback to help shape the future of the Chase banking app.

 

How often will I be invited to take part in a survey?

We will invite you to participate in surveys and other research activities on a regular basis. You should expect to hear from us at least once a month!

 

How often may I participate in any one activity?

We treat the Chase Community as professional market research. Therefore, our activities are by invitation only, and to ensure the highest standards of professional research, you can complete any given activity only once.

 

How will I know if there is an activity for me to complete?

We will send you an email invitation with a link or instructions to take part. All the live surveys that you are eligible to take part in will also be displayed on the Chase Community website after you log in. Remember to check the homepage for the latest forums and polls too!

 

How are the results of the research used and by whom?

The research will be used by Chase to shape its new-to-market current account and banking app.

 

What if I forgot my password?

Click here to reset your password. We will then email you a secure link via which a new password can be set. You can then use this new password to log into the Chase Community.

 

What happens to my personal information and the answers I give?

You can be assured that any personal information you give us will remain confidential at all times. We will not sell your data on to third parties. All our findings are covered by our privacy policy.

 

How do I cancel my membership to the Chase Community?

You can unsubscribe from the Chase Community by logging in and editing your profile. There you will find the option to unsubscribe.

 

Who is Maru/Matchbox UK?

Maru/Matchbox UK Ltd. is a UK based Research Agency that specialises in creating and managing panels and communities. More information could be found here: http://www.marumatchbox.co.uk

 

What do I do if I need help?

If you experience any problems with the Chase Community website, please get in touch with the Chase Community team at thechasecommunity@marusurvey.com

 

What should I do if I find something​ that isn't working in the Chase app?

Please get in touch with the Support team via the app if possible. Otherwise you can call directly on 0800 376 3333 within the UK, or +44 203 493 0829 from abroad.

You'll be asked specific questions so we can understand the problem, and correctly report it.​

Here are the kind of questions you may be asked:

  • What was the time and date of the issue?
  • What did you expect to happen, or what were you trying to do?
  • What actually happened?
  • What device type and operating system are you using?
  • Did you receive an error in the app? If so, what did it say?
  • Is the issue persistent or intermittent?
  • If the issue is related to a payment:
    • What type of payment is it?
    • Was the issue to do with sending or receiving money?

 

Are there certain places where my Chase card won't work?

Your Chase card works in most places that accept Mastercard.

 

What do I say if someone asks why my card is numberless?

You can tell them that your bank details are hidden with a numberless debit card, because they're stored in the Chase app.

 

What do I do if I need to show m​y card ​details?

If you're picking up a click-and-collect order or returning an item, you may need to show your card details as proof of purchase – but payments made in person use a different set of card details to those used online.

To see the card details used for a specific purchase, go to your transaction list and find the payment, tap it, and then scroll to 'Card ending with'.

 

Good to know

Under Mastercard rules, retailers are not allowed to use the fact that you are using digital card information held within a banking app to refuse to accept your card for a purchase or a refund.

However, as this is still relatively new within the UK, if you experience any problems using your card, please call us from 'Support' in the app to let us know.

All the usual card protections and dispute rights apply to your Chase debit card.

 

How do I add money from another bank?

Adding money to your Chase account couldn't be easier:

  • Find the account you want to add money to
  • Tap the three dots next to the account name
  • The account's unique number and sort code will appear. You can use these details to arrange a transfer from another bank.

 

How do I activate my card?

Thank you for joining Chase! You'll need to activate your card before you can use it:

  • Tap the card icon in the 'Home' section of the app
  • Tap 'Activate card'
  • Confirm you have your card with you. You should only activate it once it's been delivered safely.
  • You're now free to start using your card whenever you like.

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