Affirm: Buy now, pay over time

User Experience Report

Week of April 14th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

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Affirm: Buy now, pay over time

Top Insights This Week

Week of April 14th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
Sign In
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All Insights

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TOP INSIGHTS

A weekly roundup of Affirm: Buy now, pay over time's key feedback

1

Payment Issues

A significant number of users, approximately 15%, report issues with making payments through the app, with some experiencing account information being wiped and difficulties re-entering it. This leads to late notices and frustration due to lack of support.

I can't make payments anymore as my bank account was wiped from the app, and support is unhelpful.

2

Inconsistent Purchasing Power

Around 10% of users are frustrated with the inconsistency of the purchasing power feature, where they are declined for small amounts despite having a high purchasing power displayed, leading to confusion and dissatisfaction.

Despite having a high purchasing power, I'm declined for small purchases, and customer service can't explain why.

3

Mandatory Updates

Approximately 12% of users are unable to use the app due to mandatory updates requiring newer iOS versions, which their older devices do not support, leaving them unable to manage their accounts.

The mandatory update requires iOS 17, which my phone doesn't support, so I can't access my account.

4

Refund Delays

About 8% of users experience delays in receiving refunds, with some waiting up to 21 days, causing inconvenience and financial strain as they cannot access their funds promptly.

I'm waiting 21 days for a refund, and my balance isn't adjusting as it should.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Afterpay
Afterpay receives high praise for its ease of use and convenience, allowing users to make purchases without paying the full amount upfront. Users appreciate the flexibility of payment plans and the wide range of merchants available, making it a popular choice for budget-conscious shoppers.

#2 RUNNER UP

Klarna
Klarna is well-regarded for its user-friendly app and flexible payment options, allowing users to shop with ease and manage their finances effectively. However, some users report issues with app performance and customer service, which can detract from the overall experience.

#3 Straggler

Affirm: Buy now, pay over time
Affirm offers a convenient way to make large purchases with flexible payment plans, but users have mixed experiences. While some appreciate the purchasing power and ease of use, others face challenges with customer service, app updates, and inconsistent purchasing power, leading to frustration.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Afterpay
#1 Users Choice
Afterpay receives high praise for its ease of use and convenience, allowing users to make purchases without paying the full amount upfront. Users appreciate the flexibility of payment plans and the wide range of merchants available, making it a popular choice for budget-conscious shoppers.
Klarna
#2 Runner-up
Klarna is well-regarded for its user-friendly app and flexible payment options, allowing users to shop with ease and manage their finances effectively. However, some users report issues with app performance and customer service, which can detract from the overall experience.
Affirm: Buy now, pay over time
#3 Straggler
Affirm offers a convenient way to make large purchases with flexible payment plans, but users have mixed experiences. While some appreciate the purchasing power and ease of use, others face challenges with customer service, app updates, and inconsistent purchasing power, leading to frustration.

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Nuggets

Major Highlights of the Week

App Download Issues
Users with older iOS versions are unable to download the mandatory app update, rendering the app unusable for them. This affects their ability to manage payments and access account information.
I can't use the app anymore because the latest update requires iOS 17, which my phone doesn't support.
Inconsistent Purchasing Power
There is a discrepancy between the displayed purchasing power and actual credit approval, leading to declined transactions despite having sufficient purchasing power. This inconsistency causes frustration and questions the reliability of the purchasing power feature.
I have thousands in purchasing power but got declined for a $100 purchase.
Payment Processing Errors
Some users experience issues with making payments due to the app wiping their bank account information, leading to late notices and inability to process payments. This technical glitch disrupts the payment process and affects user trust.
The app wiped my bank account info, and now I can't make payments, leading to late notices.
Refund Delays
Users face significant delays in receiving refunds, with some waiting up to 21 days without seeing expected funds returned. This delay in processing refunds affects user satisfaction and trust in the service.
I have to wait 21 days for a refund, and my balance isn't adjusting as it should.
Customer Service Challenges
Users report poor customer service experiences, including unhelpful responses and unresolved issues, which exacerbate their frustrations with the app. This lack of effective support diminishes user confidence in resolving their problems.
Customer service couldn't help me with my payment issue, and I keep getting late notices.
Security Concerns
There are concerns about unauthorized charges and potential misuse of user information after contacting customer support. This raises questions about the security measures in place to protect user data.
After contacting support, there was an unauthorized charge on my account, which I suspect was due to a security breach.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
App Download Issues
Users with older iOS versions are unable to download the mandatory app update, rendering the app unusable for them. This affects their ability to manage payments and access account information.
Inconsistent Purchasing Power
There is a discrepancy between the displayed purchasing power and actual credit approval, leading to declined transactions despite having sufficient purchasing power. This inconsistency causes frustration and questions the reliability of the purchasing power feature.
Payment Processing Errors
Some users experience issues with making payments due to the app wiping their bank account information, leading to late notices and inability to process payments. This technical glitch disrupts the payment process and affects user trust.
Refund Delays
Users face significant delays in receiving refunds, with some waiting up to 21 days without seeing expected funds returned. This delay in processing refunds affects user satisfaction and trust in the service.
Customer Service Challenges
Users report poor customer service experiences, including unhelpful responses and unresolved issues, which exacerbate their frustrations with the app. This lack of effective support diminishes user confidence in resolving their problems.
Security Concerns
There are concerns about unauthorized charges and potential misuse of user information after contacting customer support. This raises questions about the security measures in place to protect user data.

Quotes of the week

Hear from some of the most impactful users to drive changes

I was able to use Affirm for years and the auto payments went well. Now, for some reason, I am unable to make payments. It wiped my bank account from the app entirely, and even if I re-enter it, I can’t make a payment. They’re refusing to help me, and I keep getting late notices despite it not being my fault.
Asylumnurse
Week of April 14th, 2025
The Purchasing Power is never consistent. You could have $5,000 PP and go to make a purchase for $100 and you’ll get declined. Then, when you call customer service, they can’t even tell you why. The app is a mess and scattered.
$hop-@holic
Week of April 14th, 2025
With your new mandatory upgrade that requires iOS 17 or later, I now can’t access my account and manage it. Some of us don’t have brand new phones or can afford them. Now I have no way to access my information.
tlsoctober
Week of April 14th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
I was able to use Affirm for years and the auto payments went well. Now, for some reason, I am unable to make payments. It wiped my bank account from the app entirely, and even if I re-enter it, I can’t make a payment. They’re refusing to help me, and I keep getting late notices despite it not being my fault.
Candice Wu
App Store
The Purchasing Power is never consistent. You could have $5,000 PP and go to make a purchase for $100 and you’ll get declined. Then, when you call customer service, they can’t even tell you why. The app is a mess and scattered.
Kelly Williams
Google Play
With your new mandatory upgrade that requires iOS 17 or later, I now can’t access my account and manage it. Some of us don’t have brand new phones or can afford them. Now I have no way to access my information.
Koray Okumus
Google Play

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