Evolve Cybersecurity Incident: Frequently Asked Questions

Updated: 7/30/2024

Q: What’s going on with Evolve?

• Evolve Bank is an Affirm issuing partner for the Affirm Card (not Affirm loans, and not even the Affirm loans on the Affirm Card).
• Evolve Bank disclosed that it suffered a cybersecurity incident in which a cybercriminal organization illegally accessed and obtained some personal information of Evolve retail bank customers and those of its financial technology partners, which includes Affirm.
• If you do not have an Affirm Card, this does not impact you.

Q: Were Affirm’s systems impacted?

• No, Affirm’s systems were not accessed and Affirm installment loans were not impacted.

Q: Was my Affirm data compromised by the Evolve cybersecurity incident?

• The incident has impacted some Affirm Card users’ personal information that Evolve had stored. If your data was impacted, you will be directly notified by Evolve Bank. Additionally, Affirm has reached out to impacted users. We have your back and are committed to supporting you through this incident.
• Please note that your full Affirm card number has not been exposed through this incident and your Affirm Card is safe to continue using. We have robust monitoring for any potential unauthorized activity on your Affirm card.
• If you do not have an Affirm Card, the incident does not impact you.

Q: What if I receive a call from someone claiming to be from Affirm asking for my personal details?

• Affirm will never call you to request your personal information, PIN or passcode. If someone contacts you asking for this information, do not provide it. This is a common tactic used by fraudsters.
• Affirm will only contact you by phone in the following circumstances:
  • You have contacted our Customer Care team and requested follow up by phone.
  • You have applied for a loan but have an extended fraud alert in place. In these circumstances, you will receive an automated call to confirm you applied for a loan and wish to move forward.
  • You are currently past due on a loan.
• If you contact Affirm by phone, you may be asked to provide certain information as part of our standard identity verification process, but will never be asked for your PIN or passcode or other account access information.
• For additional tips, please visit our security learning page here.

Q: What is Affirm doing about this?

• We’re working around the clock to get more information and protect our consumers.
• We have significantly stepped up fraud and unauthorized use monitoring of Affirm Cards.
• We have directly emailed impacted consumers and provided additional follow ups to them as well.
• Again, if you do not have an Affirm Card, the incident does not impact you.
• We will keep you updated through this page and provide additional communications as needed.

Q: What can I do to protect myself further?

• Firstly, know that if fraud occurs on your account, you’re protected. Our top priority is supporting you. You’re not going to be responsible for any unauthorized purchases, and we’ll do everything we can to help you through the situation. We have your back and are committed to being direct and transparent throughout this process.
• If you haven’t already, we suggest you take some steps to protect your information:
  • Be vigilant when it comes to reviewing your Affirm Card activities. Also monitor any unusual activity in your bank account (if you linked a bank account to your Affirm Card).
  • Set up and monitor your free credit reports.
  • You can set up free fraud alerts from nationwide credit bureaus — Equifax, Experian, and TransUnion as well as request and review your free annual credit report at any time by visiting www.annualcreditreport.com or calling toll-free at 1-877-322-8228.
  • Evolve is also offering a 24-month membership to TransUnion’s credit monitoring and identity theft protection services. You must enroll by October 31, 2024 to receive these services. Additional information is available on Evolve’s website and Evolve has a dedicated call center toll free in the U.S. at 866.238.9974, Monday through Friday 8am to 8pm ET.
• Enable passkeys and remain alert for unsolicited communications involving your personal information. Make sure that your app is updated with Affirm notifications enabled.
• For additional tips, please visit our security learning page here.
• As always, if you see any unusual activity on your Affirm or Affirm Card account, please follow these steps or contact us here.

Q: If someone gained access to my Affirm Card number, would they be able to use it to apply for loans?

• No. All loans require your approval in the Affirm app. Bad actors cannot take out loans in your name at Affirm without access to your app credentials, and those are safe and secure.

Q: If my bank account was linked to my Affirm Card for pay-in-full transactions, are there additional actions I should take?

• Monitor any unusual activity in your bank account (the account that was linked to your Affirm Card).
• Since Affirm does not own these bank accounts, we recommend you contact your bank if you notice any unusual activity on your bank account.

Q: What if I believe that I experienced fraud as a result of this incident?

• If fraud occurs on your account, you’re protected.
• You’re not going to be responsible for any unauthorized purchases, and we’ll do everything we can to help you through the situation.
• You can also set up free fraud alerts from nationwide credit bureaus — Equifax, Experian, and TransUnion as well as request and review your free annual credit report at any time by visiting www.annualcreditreport.com or calling toll-free at 1-877-322-8228. We recommend doing that.

Q: How can I freeze or lock my Affirm Card?

• Follow the four steps below to lock or unlock your Affirm Card.
• 1. Open the Affirm app.
• 2. Select the Card tab.
• 3. Tap the Settings gear icon in the top right.
• 4. Toggle the Lock card setting.

Q: Do I have the option to cancel my Affirm Card?

• Yes. To close your Affirm Card account you will first need to complete any pending action such as completing an outstanding payment (more here).
• Then, you can take the following steps, also found on our help page:
  • Open the Affirm app.
  • Select the Card tab.
  • Tap the Settings gear icon in the top right.
  • Tap Help with my card.
  • Select I want to close my card.
  • Select a reason for closing your card.
  • Tap Close my card.
• When you close your Affirm Card, your physical and virtual card will be deactivated, and any linked bank account will be unlinked from your Affirm Card.
• Should you wish to lock your card vs. close your account, you can do so in the Affirm app.

Q: I’m a current Affirm merchant. Am I affected?

• Evolve’s cybersecurity incident does not have any direct impact on our merchant and other partner integrations.
• Affirm only works with Evolve on the Affirm Card, which is separate and distinct from our merchant and partner integrations, and our loans.

Q: Where can I go for additional information and updates?

• You can use this page as the place to get the most up to date information from Affirm.
• Please also ensure your app is updated with Affirm notifications enabled, and that your email address is updated to receive relevant notifications. We have directly emailed Affirm Card users who were impacted by this incident.
• You can always contact us here directly with any questions.