User trust is one of the most valuable assets in fintech—and one of the easiest to lose.
Unlike traditional banks, fintech apps rely heavily on digital relationships, which means trust is built and broken through everyday interactions, communication, and reliability.
Below are 8 of the most common reasons fintech apps lose user trust, explained from an industry and user perspective.
Poor Communication During Issues or Outages
What happens: When services are disrupted, users expect timely and clear communication.
Even short disruptions can feel severe if users are left uninformed.
Sudden or Poorly Explained Changes
What happens: Fees, features, limits, or terms change without adequate notice or explanation.
Users feel caught off guard
Changes appear arbitrary
Long-term planning becomes difficult
Predictability is a core component of trust.
Inconsistent Customer Support Experiences
What happens: Support quality varies depending on the issue, channel, or timing.
Trust weakens when users feel unsupported during critical moments.
Lack of Transparency Around Fees and Costs
What happens: Pricing appears simple upfront but becomes complex in practice.
Hidden fees or unclear spreads
Charges appearing without clear context
Difficulty understanding total cost
Clear pricing is essential in financial products.
Unclear Regulatory or Operational Structure
What happens: Users don’t fully understand who operates the app, who holds their funds, or which regulator oversees the product.
Uncertainty around consumer protection
Confusion during disputes or issues
Reduced confidence in long-term stability
Transparency around structure builds credibility.
Frequent Technical Issues or App Instability
What happens: Users experience recurring bugs, failed payments, or app downtime.
Reliability becomes questionable
Users hesitate to rely on the app for important transactions
Perceived lack of investment in infrastructure
In fintech, reliability is trust.
Overpromising and Underdelivering
What happens: Marketing sets expectations that the product can’t consistently meet.
Discrepancy between promises and reality
Reduced confidence in future updates
Skepticism toward new features
Realistic messaging builds longer-lasting trust than hype.
Weak Handling of Risk and Compliance Topics
What happens: Risk disclosures are unclear, hard to find, or avoided altogether.
Users feel risks are hidden
Compliance appears reactive rather than proactive
Confidence drops during regulatory changes
Open risk communication signals maturity.
Final Thought on Why Fintech Apps Lose User Trust
Fintech trust isn’t built through branding alone—it’s built through consistency, transparency, and reliability over time. Apps that lose user trust often don’t fail because of a single incident, but because of repeated gaps between expectations and experience. For users, understanding these patterns can help identify fintechs that are better equipped for long-term use.
FAQ
What does “user trust” mean in fintech?
In fintech, user trust refers to confidence that a product will operate reliably, communicate transparently, safeguard funds appropriately, and behave predictably during both normal use and unexpected events.
Can a fintech regain trust after losing it?
Yes, but it requires consistent improvement over time. Clear communication, transparent explanations of issues, visible operational fixes, and predictable behaviour are key to rebuilding trust.
Why is transparency more important than low fees in fintech?
Transparency allows users to understand risks, costs, and responsibilities. Even low-cost products can lose trust if users feel information is withheld or unclear.
How can users assess fintech trustworthiness before signing up?
Users can review regulatory disclosures, issuer information, communication practices during past incidents, customer support quality, and the fintech’s history of service reliability.
Do all fintech apps face trust challenges?
Yes. Trust challenges are inherent in financial services. What differentiates strong fintechs is how proactively and consistently they manage communication, governance, and risk.
DISCLAIMER: The information contained herein is not intended as, and shall not be understood or construed as, financial advice. Wirex and any of its respective employees and affiliates do not provide financial, legal, tax or investment advice. The information contained herein has been prepared for informational purposes only, and is not intended to provide, and should not be relied on for financial, legal, tax or investment advice. If you have any questions regarding Wirex please feel free to get in touch with us directly via our Customer support team.
