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Bank and Payment App Outages: Keeping Access to Your Money

An account balance is not much help when an outage prevents you from seeing it, paying a bill, or withdrawing cash. Record failed transactions and use verified service channels for updates. Banking, payment apps, and credit cards have different support processes, so identify which service failed before assuming a missed or duplicated transaction has been resolved.

The questions below use selected Consumer Financial Protection Bureau guidance, adapted and organized by Fynoptic. Source links and the dates displayed by those sources are provided at the end.

What happens if my bank or credit union has an outage and I can’t access my account?

System outages or technology glitches can happen. First, contact your bank or credit union for any help they can provide. Next, try other methods to access your money. Finally, keep an eye out for possible fees or fraud.

An operational outage is different from a bank failure. FDIC deposit insurance protects eligible deposits if an insured bank fails; it does not promise that an app will always work or reimburse every outage-related expense. The standard limit is $250,000 per depositor, per insured bank, for each account ownership category. Multiple accounts in the same category at the same bank are combined. Federally insured credit unions have separate NCUA coverage rules. Verify your account's coverage rather than treating each account number as a new insurance limit.

Steps you can take in the event of an outage:

First, contact your bank

Use your bank’s or credit union’s customer service in person, online, or by phone, to find out about the outage and when they expect it to be fixed.

Look for other ways to access your money

If the outage affects your banking card, try using a check or mobile app for payments, or withdraw cash in person. If the outage affects your online access, try using the phone number on the back of your card to contact a representative or use the automated phone system. You can use an alternate app or take out cash from an ATM or in person. You can try contacting the company by social media. Remember not to put any account or personal information in your posts.

Double-check any automatic payments

Find out whether automatic withdrawals or payments are still being made during the outage. If not, use another method to make your payments, on time if you can.

Ask the bank to reverse any fees

If you are charged fees for withdrawals, deposits, or other transactions because of the steps you had to take during the system outage, tell your bank about them. Ask the bank to credit your account for any charges. And, you can ask them to credit your account for late fees, overdraft fees, or insufficient funds fees the outage caused.

Watch for fraud

To communicate with your bank, call the customer service number on the back of your card or shown on your statement. 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 savings and checking accounts and other banking services. Submit your complaint online or by phone at (855) 411-2372. You can check out usa.gov 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.

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 usa.gov 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.

What happens if my credit card company has an outage and I can’t access my account?

System outages or technology glitches can happen. First, contact the credit card 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 your credit card company

Use the company’s customer service online or by phone, to find out about the outage and when they expect it to be fixed.

Look for other ways to access your account

If you can’t use your card to make purchases, try using a check or mobile app for payments, or paying in cash. If the outage means you can’t access account information online or pay a bill, try using the phone system. You can try contacting the company by social media. Remember not to put any account or personal information in your posts.

Double-check any automatic charges

Check with the credit card company to find out if ongoing payments, like subscriptions or other bills, are still being made during the outage. If needed, use another method to make your payments, on time if you can.

Ask the credit card company to reverse any fees

If you are charged fees or interest for late payments because of the system outage, contact the credit card company and ask them to credit your account for the charges.

Watch for fraud

To communicate with your credit card company, call the customer service number on the back of your card or shown on your statement. 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 credit card companies and their services. Submit your complaint online or by phone at (855) 411-2372. You can check out usa.gov 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.

Sources and further reading

The CFPB source passages are U.S. government work in the public domain. Fynoptic has selected, organized, and adapted the material for this guide, including corrections identified through the additional sources listed above. Sources accessed October 27, 2026. This use does not imply agency endorsement or affiliation.

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