Evolve Cybersecurity Incident: Frequently Asked Questions

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 may have compromised some data and personal information Evolve had on record.
• If you do not have an Affirm Card, the incident does not impact you.
• If you do have an Affirm Card, we’re still investigating and we will have your back.
• As always, if you see any unusual activity on your Affirm or Affirm Card account, please follow these steps or contact us here.

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 other account access information.

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.
• Again, if you do not have an Affirm Card, the incident does not impact you.
• We will keep you updated through this page and additional communications.

Q: What can I do to protect myself further?

• Periodically review your Affirm Card transactions and report fraud or anything that looks suspicious via our Help Center or contact us here. .
• Follow our security checklist here.
• We recommend doing that at your other financial service providers.
• Set up free fraud alerts from nationwide credit bureaus — Equifax, Experian, and TransUnion. You can also 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.
• Remain on alert for unsolicited communications involving your personal information.

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: 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?

• We actively monitor and notify you of all pay-in-full transactions via app notifications. Please make sure that you have Affirm notifications enabled in your settings.
• As always, if you see any unusual activity on your Affirm or Affirm Card account, please follow these steps or contact us here.
• We also recommend that you remain alert for unsolicited communications involving your personal information.
• If fraud occurs on your account, you’re fully protected.

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: Where can I go for additional information and updates?

• Visit this page regularly for ongoing updates.
• Ensure your app is updated with Affirm notifications enabled, and that your email address is updated to receive relevant notifications.