Trouble Transferring Your Chase Points? Try This

For a couple of months now, I have not been able to transfer points from my Chase Ink business credit cards to other Chase Ink Business cards (i.e. from my Chase Ink Unlimited to my Chase Ink Preferred), nor to transfer partners like Hyatt from my Ink Preferred.

It always seems like it wants to do an identity check, but doesn’t actually do one – and then it fails.

I had called several times to see if anyone could sort things.

The first time the agent thought that if we did a transfer by phone, that would unlock it for online transfers, but it didn’t. I filed tickets that never got resolved. And I was sure t his was completely and totally an odd and isolated bug. I did note that I did not have the same issue on my personal account (as I keep a separate login for my company and for my personal cards), which only made me think even more that this was isolated to me.

Over the last few weeks, I started noticing people in the MilesTalk Facebook group mention similar difficulties. And then I started getting DMs about it.

So I reached out to my contacts at Chase to see if we could figure out what is going on.

And I did – I think, by offering to give their technical team access to my account.

The issue stems from a fairly recent system update that does want to do a secondary identity check. But, apparently, if you don’t have a phone number for your account correctly noted as a Mobile number, it will fail. You can check your account by logging in, clicking the profile icon in the top right of the page, then Personal Details, and then Phone.

At this point, you may encounter one of two scenarios.

One is that you can click to update your account and make sure your cell phone is listed as your Mobile number and then ALSO set as your primary phone number. The second is that you see the information but have a big red banner at the top (as I do) that says “We’re unable to update your contact information online” which means exactly what you think…. you have to call.

It should be pretty straight forward for any customer service representative to help you out if you have to call, as it’s just making sure you have a mobile number listed and marked as Mobile (not Home, etc) and then as Primary.

But all of that said, I’m told it can take up to two weeks to work properly in terms of points transfers working and even changes of your account information can take up to 48 hours to reflect online.

I’ve done all of the steps at this point and still cannot transfer, but I am told that within 2 weeks it should all work as intended. I’ll certainly update this article once I know everything went to plan, but I wanted to get this out there now in the event that you’re having a similar issue as you may as well get everything fixed up and start the clock on it all processing.

UPDATE: This did indeed work! See my followup post here. 

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