Lili customer service — professional guide for freelancers and small businesses

Overview of Lili’s customer service approach

Lili (website: lili.co) is a fintech business banking provider focused on freelancers, sole proprietors and micro-businesses. Founded in 2017 and commercially active since 2018, Lili operates primarily as a mobile-first bank account with an emphasis on automation (tax buckets, expense tagging) rather than branch-based support. Because the product is digital-first, the company’s support model centers on in-app messaging, a searchable Help Center, and asynchronous case management rather than traditional branch or full-time phone centers.

Despite the digital focus, quality support processes are essential for cash-flow-sensitive customers. Typical expectations for modern fintech support — and what to insist on when you contact Lili — are initial acknowledgment within 24 hours, a clearly assigned case number for any transaction dispute, and documented escalation paths to operations or compliance teams when funds, chargebacks or regulatory issues are involved.

Primary support channels and when to use each

Use the in-app chat for routine account questions, card freezes, mobile deposit issues and quick transaction clarifications. In-app chat is the fastest route for account-related items because it transmits device/app metadata and transaction IDs automatically; fintech support teams resolve many queries directly from that context. Lili’s publicly listed domain is lili.co and Lili’s Help Center can be reached at help.lili.co for articles, step-by-step instructions and self-service tools.

For disputes that require documentation (unauthorized transactions, ACH errors, identity verification), open a formal support case through the app and attach PDFs or photos of supporting documents. Regulatory timelines apply to electronic funds disputes (see section on timelines below), so record the date you first contacted support and keep copies of any chat transcripts or confirmation numbers. If you ever receive a physical letter or legal notice from tax authorities, upload a photo immediately and request escalation to the compliance team rather than handling it only by chat.

Service-level expectations, timelines and escalation

As a rule of thumb, expect an acknowledgment of your support request within 24 hours and a substantive reply within 48–72 hours for non-urgent issues. For financial disputes governed by federal regulation (e.g., Regulation E for unauthorized electronic transfers), banks typically have 10 business days to investigate and may provisionally credit accounts within that window when appropriate; more complex investigations can extend to 45 business days. Those regulatory windows are industry norms and affect all banks and fintechs that hold customer deposits.

If a problem is not resolved within the published timeframe, escalate: ask for a supervisory review, request a written case summary and a direct email contact for the operations or dispute team. If escalation inside the company does not produce timely results, use external avenues: file a complaint with the Consumer Financial Protection Bureau (cfpb.gov) or the state banking regulator for the state where Lili’s bank partner is chartered (confirm the charter on Lili’s disclosures in the app or on lili.co). Keep dates and chat/exported transcripts handy — regulators require precise timelines and documentation.

Common issue categories and practical remedies

Card problems: lost/stolen card, fraudulent transaction, or card not working at a terminal. Immediately freeze the card in-app, note the transaction ID and timestamp, and contact support via chat. If a merchant has charged you in error, request a charge dispute and provide merchant name, transaction date, amount and merchant category. For emergency card replacement, expect a replacement card to be shipped within 5–7 business days in the U.S.; expedited shipping may be available for an additional fee depending on the bank partner and your account plan.

Deposits and payroll: mobile check deposits often have holds that vary by amount and risk factors; small deposits are commonly available same-day or next-business-day while larger or suspicious deposits may be held 3–7 business days. For missing direct deposits (payroll, IRS), confirm the routing and account numbers in the app (routing and account numbers are visible in the account details). If a payroll deposit is missing, obtain a payroll statement and escalate to support; in parallel, contact the payroll provider to confirm the ACH trace number so that support can open an investigation.

What to include in a support request (high-value checklist)

• Account identifiers: last 4 digits of account number, the routing number (as shown in-app) and the exact email tied to your account.
• Transaction specifics: transaction date (MM/DD/YYYY), local time zone, exact amount to the penny, merchant name as shown, and transaction ID or authorization code if available.
• Device and app details: iOS or Android, app version number (from App Store / Play Store), and a screenshot of the failed transaction or error message.
• Supporting documents: PDF of bank statements, photo of check (for mobile deposit), payroll stub, merchant receipts, or communications with counterparty.
• Desired outcome and timelines: state whether you seek a refund, provisional credit, chargeback, or documentation for tax purposes and whether you have critical cash-flow deadlines (e.g., payroll date/time).

Pricing, plans and how support differs by plan

Lili’s core business checking is marketed as a low-cost option, with a free basic tier and an optional premium tier (often called Lili Pro) for additional features like automated tax buckets, unlimited invoicing or premium customer support. As of mid-2024, many fintech premium tiers are priced in the range of $4.99–$9.99 per month; verify current pricing in-app (Settings > Subscriptions) or at lili.co/pricing for exact figures and any promotional discounts.

Premium plan holders commonly receive expedited support queues or priority routing; if you depend on fast resolution for payroll or contractor payments, the incremental monthly fee may be cost-effective. For mission-critical accounts, maintain a documented disaster-recovery plan that includes a backup account and payment method in case a card is frozen or an investigation temporarily restricts outbound transfers.

Final operational tips and where to find official resources

Always extract and save a chat transcript after any support interaction and record the support case number. For regulatory complaints or formal disputes, use the Help Center at help.lili.co to find official procedure documentation and to confirm current turnaround times. Use the app’s discrete messaging channel rather than social media DMs for anything that requires private documents or identity verification.

If you need third-party validation (CPA, attorney) for collections or tax letters, request a written case summary from support; a clear, dated statement from the bank’s operations team materially improves outcomes with external parties. For quick reference: Lili website is lili.co and the Help Center is help.lili.co — verify contact steps there before sending sensitive documents by email or postal mail.

How do I contact Lilly Pulitzer customer service?

Please contact Customer Care at 1.888. 725.4559 immediately to see if it is possible to make a change to your order.

How do I recover my Lili account?

If you forgot your password and can’t log in, just press on “Need help?” found on the Lili app log-in screen and choose “I forgot my password”.

What is the phone number for wisely 24 hour customer service?

For all questions about the services provided by this short code, you can call us at 866-313-6901. If you have any questions regarding privacy, please read our privacy policy.

How do I contact Lili 24 hour customer service?

855-545-4380
The easiest way to reach us is through the Lili app under “Help Center”. You can also reach us by email at [email protected] or by phone at 855-545-4380.

Which bank does Lili use?

Sunrise Banks, N.A.
What bank does Lili use? Lili’s banking services are provided by our partner bank Sunrise Banks, N.A., Member FDIC.

What bank owns Lili?

Lili is a financial technology company, not a bank. Banking services provided by Sunrise Banks N.A., Member FDIC.