MySynchrony

User Experience Report

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MySynchrony

Top Insights This Week

Week of July 24th, 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.
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All Insights

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TOP INSIGHTS

A weekly roundup of MySynchrony's key feedback

1

Login Issues

A significant number of users, approximately 10%, report persistent login issues, preventing them from accessing their accounts through the app. This problem often leads to frustration as users are unable to manage their payments effectively.

I haven't been able to log in to the app for over a week, making it impossible to pay my bills.

2

Device Compatibility

Around 5% of users experience compatibility issues with the app, particularly on older Android devices, which prevents them from using the app altogether. This results in inconvenience as users are forced to find alternative ways to manage their accounts.

The app is not compatible with my device, so I can't use it to manage my accounts.

3

Account Linking Problems

Approximately 3% of users face difficulties in linking new accounts or seeing all their accounts in the app, which causes confusion and hinders their ability to manage finances efficiently.

I opened a new account and was unable to register it in the app—it repeatedly fails with a terrible user experience.

4

App Crashes and Errors

About 4% of users report frequent app crashes and error messages, which disrupt their ability to make payments and access account information, leading to dissatisfaction with the app's reliability.

The app crashes every few seconds, making it impossible to use.

COMPETITORS ANALYSIS

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

#1 USERS CHOICE

MySynchrony
MySynchrony receives mixed feedback. Users appreciate its ease of use and convenience for managing multiple accounts and making payments. However, many users report frequent app crashes, login issues, and difficulties in accessing all accounts, leading to frustration.

#2 RUNNER UP

Synchrony Bank App
The Synchrony Bank App is praised for its high yield savings accounts and ease of use. However, users express dissatisfaction with the app's limitations on transfers, frequent login issues, and poor customer service, which detract from the overall experience.

#3 Straggler

Synchrony Car Care™
Synchrony Car Care™ is generally well-received for its functionality and ease of use. Users appreciate the app's ability to manage accounts and make payments efficiently, though some report occasional technical issues and limited account access.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
MySynchrony
#1 Users Choice
MySynchrony receives mixed feedback. Users appreciate its ease of use and convenience for managing multiple accounts and making payments. However, many users report frequent app crashes, login issues, and difficulties in accessing all accounts, leading to frustration.
Synchrony Bank App
#2 Runner-up
The Synchrony Bank App is praised for its high yield savings accounts and ease of use. However, users express dissatisfaction with the app's limitations on transfers, frequent login issues, and poor customer service, which detract from the overall experience.
Synchrony Car Care™
#3 Straggler
Synchrony Car Care™ is generally well-received for its functionality and ease of use. Users appreciate the app's ability to manage accounts and make payments efficiently, though some report occasional technical issues and limited account access.

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Nuggets

Major Highlights of the Week

Login Issues
Users frequently encounter login failures, preventing them from accessing their accounts and making payments, which leads to frustration and potential late fees. This issue is exacerbated by the app's inability to recognize correct login credentials, even when they work on the website.
I haven't been able to get into this app for over a week, even after reinstalling it.
Device Compatibility
The app is not compatible with certain devices, particularly older Android versions, forcing users to either upgrade their devices or use alternative methods to manage their accounts. This limitation significantly reduces accessibility for a segment of the user base.
The app says it's not compatible with my device, which is frustrating.
Account Linking Problems
Users struggle with linking new accounts or seeing all their accounts in one place, which complicates account management and diminishes the app's convenience factor. This issue is particularly problematic for users with multiple Synchrony accounts.
I can't see all my accounts in the app, which is inconvenient.
Biometric Authentication Failures
Biometric authentication features, such as fingerprint login, are unreliable, causing users to revert to manual login methods, which undermines the app's security and ease of use. This inconsistency frustrates users who expect seamless access.
Biometric sign-in doesn't work, but the website is fine.
Payment Processing Delays
There are significant delays in payment processing and balance updates, leading to confusion and potential financial mismanagement for users. This lag in real-time updates affects users' ability to track their financial status accurately.
Payments take too long to process, causing confusion about my balance.
Customer Support Challenges
Users report difficulties in reaching customer support for resolving app-related issues, which exacerbates their frustration and leaves problems unresolved. The lack of effective support channels diminishes user trust and satisfaction.
I waited in queue for chat for three hours before they closed my session.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Login Issues
Users frequently encounter login failures, preventing them from accessing their accounts and making payments, which leads to frustration and potential late fees. This issue is exacerbated by the app's inability to recognize correct login credentials, even when they work on the website.
Device Compatibility
The app is not compatible with certain devices, particularly older Android versions, forcing users to either upgrade their devices or use alternative methods to manage their accounts. This limitation significantly reduces accessibility for a segment of the user base.
Account Linking Problems
Users struggle with linking new accounts or seeing all their accounts in one place, which complicates account management and diminishes the app's convenience factor. This issue is particularly problematic for users with multiple Synchrony accounts.
Biometric Authentication Failures
Biometric authentication features, such as fingerprint login, are unreliable, causing users to revert to manual login methods, which undermines the app's security and ease of use. This inconsistency frustrates users who expect seamless access.
Payment Processing Delays
There are significant delays in payment processing and balance updates, leading to confusion and potential financial mismanagement for users. This lag in real-time updates affects users' ability to track their financial status accurately.
Customer Support Challenges
Users report difficulties in reaching customer support for resolving app-related issues, which exacerbates their frustration and leaves problems unresolved. The lack of effective support channels diminishes user trust and satisfaction.

Quotes of the week

Hear from some of the most impactful users to drive changes

I opened a new account and was unable to register it in the app—it repeatedly fails with a terrible user experience. Synchrony clearly has my information already (name, Social Security number, etc.) from an existing account, but the new account does not automatically appear. Instead, I get stuck in a frustrating loop that never links the account. Why do I need to manually enter the credit card number again when the system already knows who I am through standard KYC checks? This is unnecessary friction and poor design.
Nick86644238
Week of July 24th, 2025
Haven’t been able to log in to the app to pay my bill the last 6 months, maybe longer, and can only make payments as a 'Guest'. Should be a zero rating.
You wish u were me
Week of July 24th, 2025
This app is really easy to use and I like being able to see all of my accounts in one place.
RDsully
Week of July 24th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
I opened a new account and was unable to register it in the app—it repeatedly fails with a terrible user experience. Synchrony clearly has my information already (name, Social Security number, etc.) from an existing account, but the new account does not automatically appear. Instead, I get stuck in a frustrating loop that never links the account. Why do I need to manually enter the credit card number again when the system already knows who I am through standard KYC checks? This is unnecessary friction and poor design.
Candice Wu
App Store
Haven’t been able to log in to the app to pay my bill the last 6 months, maybe longer, and can only make payments as a 'Guest'. Should be a zero rating.
Kelly Williams
Google Play
This app is really easy to use and I like being able to see all of my accounts in one place.
Koray Okumus
Google Play

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