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How do I contact the Lili team?

Contact options at a glance:

  • In‑app (best for existing customers): Choose “Help Center” at the bottom
  • Email: support@lili.co
  • Phone: 855‑545‑4380

We’re here to help with questions about your Lili account, plans, and features. You can reach us directly from the Lili app or by email/phone depending on what’s easiest for you.

Best way to contact us (if you can log in to the App)

If you’re already logged in to your Lili account, the fastest way to get support is from the Lili app:

  • Open the Lili app.
  • In the Web App: Choose “Chat” upon clicking on the "?" icon at the bottom-right ; On the Mobile App: Select “Chat with us” on the menu.
  • Send a message to our team.

Contacting us from a logged‑in session helps us securely verify your identity and quickly review your account details so we can get you an answer faster.

If you can’t access the app or don’t have an account yet

If you’re not able to use the app—for example, you’re locked out, changed phones, or you’re still in the application process—you can reach us in either of these ways:

When you write to us, please include:

  • The email address and full name associated with your Lili account (if you have one).
  • A brief description of what you need help with.
  • Any relevant details, such as approximate date/time of the issue, the device you’re using, and screenshots if available.

This information helps us quickly locate your account and investigate.

Support hours and response times

Our support team is available during the following hours (Eastern Time):

  • Email support:
    • Monday–Friday: 9:00 a.m. – 8:00 p.m. EST
    • Saturday–Sunday: 9:00 a.m. – 6:00 p.m. EST
  • Phone support (855‑545‑4380):
    • Monday–Friday: 9:00 a.m. – 8:00 p.m. EST

We aim to:

  • Respond to in‑app or logged‑in requests as quickly as possible during support hours.
  • Follow up on email and web‑form requests within 1–2 business days, depending on complexity.

If your request is urgent (for example, suspected fraud, a lost or stolen card, or a transaction you do not recognize), please use the most direct contact option listed above and select the appropriate topic (such as “Report fraud” or “Card lost/stolen”) so we can prioritize your case.

How Lili will contact you (security)

For your security:

  • Lili may contact you by email, in‑app message, or phone about your account.
  • We will never ask you for your full account password, full debit card number, or a one‑time verification code that was sent to you by text or email.

If you ever receive a call, text, or email that seems suspicious or asks for this kind of sensitive information, do not share any details. Instead, hang up or ignore the message and contact the Lili team directly using the methods described above.

 

 

Lili is a financial technology company, not a bank. Banking services are provided by Sunrise Banks, N.A., Member FDIC. The Lili Visa® Debit Card is issued by Sunrise Banks, N.A., Member FDIC, pursuant to a license from Visa U.S.A., Inc. The Card may be used everywhere Visa debit cards are accepted. 

Wire Transfer services are provided by Column Bank N.A., Member FDIC. All wires are subject to acceptance criteria and risk-based review and may be rejected at the sole discretion of Column Bank N. A. or Lili App Inc.