Tips for Contacting Chase Sapphire Customer Service (Reserve & Preferred) [2019]

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There’s a million reasons why you may need to call Chase customer service for your Chase Sapphire Preferred or Chase Sapphire Reserve but there are a few important issues that many people run into.

And as good as the customer service reps are for Chase, sometimes they only have a basic understanding of some of these topics and benefits, so it’s a good idea to get as well-versed as you can before contacting them.

In this review article, I’ll give you some tips for contacting Chase customer service so that you’ll be as informed as possible and won’t get tripped up in the process. 

Interested in finding out the top travel credit cards for this month? Click here to check them out! 


Contacting Chase customer service

There are several methods for contacting Chase customer service for Sapphire cardholders.

Chase Sapphire customer service phone number

The Chase Sapphire Reserve customer service phone number is: 1-800-436-7970.

You can also call the number on the back of your card.

You should be able to quickly reach a live representative and not have to wait very long, which is one reason why I’m such a huge fan of the Sapphire customer service line — it saves me time. However, if you’re calling from a phone number not associated with your account, you’ll probably have to input your credit card details.

I usually call this line even when I have inquiries about my other Chase cards since it often expedites the process.

If you have more general questions for Chase you can call: the Chase Customer Service phone number at: 1-800-935-9935.

Secured message (no email or chat)

Chase doesn’t have a public email or chat service available to its customers to utilize for customer service related issues but you can still send them a secured message by logging into your account. If you want to do this, then log-in and go to the “Contact Us”  and click on “Send us a message” using the Secure Message Center.

It will usually take about a full day to get a response with a secured message though it depends on the content and requests within the message.

You might also try to hit them up on Twitter if you think it’s something suitable for the public eye.

In-branch visit

If you need to visit a branch in person to speak to someone face to face then you might want to locate a Chase branch. Generally, you can just walk in but if you have something special you want to discuss like Chase Private Client or something business related then you’ll want to make an appointment.

Mailing address

If you’re more into old-fashioned communication you can also mail Chase at:

Card Services
PO Box 15298
Wilmington, DE 19850


Upgrading/downgrading or product-changing a card

Sometimes you’ll want to upgrade or product change your Sapphire card but you will usually have to wait one year from the time of opening up your card in order for you to do so.

Also, keep in mind that they won’t allow you to product change your credit card to co-branded credit cards. This means that you can’t product change a Sapphire Preferred to a co-branded credit card like the Chase Southwest card or the chase Hyatt card, for example.

You can read more about upgrading/downgrading or product-changing your Chase Sapphire cards here


Getting matched to higher offers

Chase is pretty good about matching your sign-up bonus to a higher offer if you call in and request the match within 90 days of being approved for the card with the lower sign-up bonus. You can do this over the phone or you can also send in a secured message and request it that way.

Simply tell the agent that you discovered a new, higher offer within the last 90 days since your approval and they should match to the higher offer so long as the higher offer is available to the public.


Chase Sapphire retention offers

A retention offer is a special offer that banks offer to you in order to prevent you from closing your card. Typically, if you’ve used your card a lot over the course of the past year, you can expect a retention offer. Chase is known for being pretty stingy when it comes to retention offers for the Chase Sapphire Preferred and Chase Sapphire Reserve so I wouldn’t be expecting much, though you never know what could happen.


Credit limit increase

Chase will allow you to request credit limit increases via phone or online. Generally, ti’s a pretty straight forward process but there are some things you can do to improve your odds of getting approved for a credit limit increase. For example, it helps to have a genuine and legitimate need for the credit limit increase and to ask for a reasonable amount (ask for something in the range of a 25% increase). 

You should also note that Chase will perform a hard pull unless you’re able to get Chase to do an automatic credit limit increase on your card. You can read more about tips for a credit limit increase here


Priority Pass lounge questions

Sapphire Reserve cardmembers get Priority Pass access, which is a membership into over 1,000 airport lounges around the globe (Sapphire Preferred members don’t get this).

Once you have your Sapphire Reserve online account setup, log-in and go to Ultimate Rewards. From there, click on “Card Benefits” and then the “Activate Now” button. That will activate the benefit for you and any authorized users you have added to your account. Your membership will remain active until you close the card.

If you add your authorized user after activating the card for yourself, just call in to Chase and let them know what you’re trying to do. You can read more about Sapphire Reserve lounge access here


Shifting credit

Chase will allow you to shift credit around between different credit cards but there are some restrictions you should be aware of.

For one, you cannot transfer credit between personal and business cards (Chase allowed this in the past but not any longer). Second, some of your cards are going to require different minimum credit limits to remain open. So you might have to leave $500 or $1,000 on a credit card. You can read more about shifting credit to another card here


Travel credit questions

The Sapphire Reserve comes with a $300 travel credit which can be used on just about anything travel related (so long as it codes as a proper travel purchase). The credit works pretty straightforward and you can read more about how the credit works here


Travel notifications

You can call into Chase and request your travel notifications over the phone if you’d like. It’s a smart idea to do that so that your credit card will work when traveling aboard but note that sometimes you don’t even need to set a travel notification (especially if you’ve done extensive traveling in the past.

You can read more about setting traveling notices here


Chase reconsideration line

If you’ve applied for another card and you were not instantly approved or outright rejected you may want to call up Chase and see if you can still get approved for a credit card. For this request, you don’t want to call the phone number on the back of your credit card. Instead, you cant to call the Chase reconsideration line.

The Chase reconsideration line phone number is 1-888-270-2127.

The Chase reconsideration line hours of operation are usually:

  • 7am to 10pm EST Monday through Friday
  • 8am to 1 pm EST Saturday
  • 9am to 9pm EST on Sunday

Be sure to read my tips on handling a Chase reconsideration phone call here


Application status

If you’ve applied for another credit card and you want to check on the status of that application there are a number of ways that you can do so.

The automated phone number to check your Chase credit card application status is: 1-888-338-2586.

If that doesn’t work, older numbers might work:

1-800-432-3117 and 1800-436-7927 for personal cards and 1-800-453-9719 for Chase business cards. 

You can also check your status online since you’re already a Chase customer as a Sapphire cardholder. You can read more about these methods here


Chase 5/24 questions

Chase has some pretty infamous credit card application rules, one of which is the 5/24 rule which might be the most well known credit card rule. It means that you won’t get approved for certain Chase cards if you’ve opened five or more accounts over the past 24 months but here are a few exceptions to the rule and it doesn’t apply to every Chase credit card out there.

If you call into Chase and inquire about this rule there’s a good chance you might not get a thorough explanation on how this rule really works. However, I’ve put together an article that will tell you everything you need to know about the 5/24 rule and you can read about it here


Banking questions

If you have questions more related to banking issues you can call the number on the back of your card and start your inquiry there but they will likely transfer you to another department. You can check out my articles for questions on making a Chase wire transfer and for ordering checks for common questions on those.


Chase roadside assistance

If you have questions about the Sapphire Reserve roadside assistance, they are available 24 hours a day, 365 days a year by calling this phone number: 1-866-860-7978.  I’ve also put together an article outlining how this program works and all of the benefits that it provides which you can read about here.


Chase Rental car insurance

Both the Chase Sapphire Preferred and the Chase Sapphire Reserve offer primary rental car coverage which means that you usually won’t have to file a claim with your insurance provider. The policies for these cards are slightly different and I’ve written article on the Chase Sapphire Preferred rental car insurance and on the rental car coverage policy for the Chase Sapphire Reserve.


Sapphire Reserve rental car benefits

The Sapphire Reserve comes with rental car benefits that you might want to find out additional details for. I suggest reading my guide on rental car benefits here for more information.


Sapphire Reserve travel insurance

The Sapphire Reserve offers some very solid travel insurance with some of the best coverage in the industry. If you want to find out the details for what type of things are covered you can click here.


Purchase protection

Chase Sapphire Reserve purchase protection covers your new purchases for 120 days against damage or theft up to $10,000 per claim and $50,000 per year. The Chase Sapphire Preferred only gets coverage up to a maximum of $500 per claim and up to $50,000 per account. You can read more about these policies here.


Final word

These are a lot common inquiries that Chase Sapphire cardholders have. As good as the customer service can be for Chase Sapphire cardholders, sometimes the agents only have a surface-level understanding of some of the key benefits of the card. So it helps to dig deep into the details of your questions before you talk to them so that you can have an informed discussion on the topic.

UponArriving has partnered with CardRatings for our coverage of credit card products. UponArriving and CardRatings may receive a commission from card issuers. Responses are not provided or commissioned by the bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser’s responsibility to ensure all posts and/or questions are answered.

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