What to do if the Chip app isn't working as expected

We understand it can be frustrating if the app isn't quite working as you expect. Don't worry, in most cases, a few simple checks are all it takes to get things running smoothly again!

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Here is our quick troubleshooting guide to help you get back to managing your money.

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Check your connection

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App issues are often just a temporary connection hiccup.

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• Test your connection: Try switching between your Wi-Fi and your mobile data (or vice versa). If the app works on one connection but not the other, the problem is with your internet, not the app itself.

• Turn off your VPN: If you are using a VPN, please temporarily turn it off. This can sometimes interfere with the secure connection the Chip app needs.

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Refresh the app

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A quick refresh often clears up any minor glitches. This forces the app to fully close and reload when you open it again.

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• iPhone/iOS: Swipe up from the bottom of your screen while the app is open to minimise it. Then, swipe up again on the app preview to close it completely.

• Android: Swipe up from the bottom of your screen, or press the three vertical lines/square icon (depending on your device) to see your open apps. Swipe up on the Chip app preview to close it.

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Check for updates (possibly reinstall)

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We're always improving Chip, and the latest features and security fixes are in the newest version of the app. If the refresh didn't work, we recommend this next step:

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1. Uninstall the Chip app from your device.
2. Reinstall the Chip app from the Apple App Store or Google Play Store. This will ensure you are on the very latest version, which often fixes any bugs.

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Need further help?

We are here to help you get this sorted. You can easily get in touch with our support team using the in-app chat or by email at hello@getchip.uk. You can find the in-app chat in the Contact us section on the Profile tab.

To help us find a solution as quickly as possible, please include the following details when you message us:

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• The type and model of the mobile device you are using (e.g., iPhone 14, Samsung S23).

• Your current iOS or Android operating system version.

• Which version of the Chip app you currently have installed (we always recommend being on the latest version).

• Any troubleshooting steps you've already tried.