When we built Affirm, we committed to putting our customers first—whether that meant saying no to late fees, forgoing compounding interest, or creating the simplest possible way to pay over time. We made these commitments out of a fundamental belief that people deserve the chance to live their fullest possible life—and our conviction that responsible credit and genuine financial partnership have a role to play in helping them do that. 

Given the challenges many are facing due to the coronavirus pandemic, we’ve asked ourselves what else we can be doing to play a positive role in the lives of our customers and employees. Here are the steps we’ve taken.

First, we’re continuing to uphold the same commitment to transparency you’ve always counted on. This means you’ll never pay a penny more than you agreed to on day one. We don’t charge compounding interest or late fees—because we trust our customers. We’ve called on all lenders to make this same commitment.

Second, we’ve stepped up our commitment to the communities where we live and work through our employee foundation, Affirm Cares. We’ve shifted the foundation’s focus to supporting the critical needs of those impacted by the coronavirus in Chicago, New York, Pittsburgh, Salt Lake City, and San Francisco. Programs we’re supporting include 412 Food Rescue, Chicago Coalition for the Homeless, and Off Their Plate.

Third, we’ve prioritized the safety and well-being of our workforce. We took action early on to enable our team members to work from home, including our customer support staff. While we're all looking forward to returning to our offices when we can, right now safety is our number one concern.

Fourth, to help answer the high volume of phone calls and emails we’ve been receiving from our customers, we’ve trained a portion of our existing workforce to become customer support agents. We’re grateful to these dedicated Affirmers for being flexible and putting our customers first. 

And fifth, we’re providing support to eligible customers impacted by COVID-19. We’re evaluating each request individually so we can offer customers the best solution for their circumstances. If you’ve been impacted, please visit our Help Center.

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For the time being, our call volume is much higher than normal, so we ask that you make our Help Center your first stop for finding answers. You can also see your account balance, pay bills, and more by signing in at affirm.com or downloading the Affirm app.

Please stay safe and healthy during this time.

– The Affirm team