Accessibility at Chase

We're committed to meeting the banking and financial services needs of all our customers. We work to provide an accessible and barrier-free environment in our banking facilities and over the phone–and we continue to improve accessibility to our online services.

Auxiliary Aids and Services

We offer a range of services at no extra charge to our customers with disabilities so they can conduct their banking business. These services include:

  • Reader services–Our Personal Bankers are happy to read and explain appropriate materials to customers who would like assistance to open products/services or to conduct financial transactions. Stop by or call your local branch for an appointment.
  • Information reformatting–Many Chase documents, including monthly statements, may be provided in alternative formats. We can provide alternative formats such as large print, Braille, audio on cassette or CD, or a data CD. Visit your local branch or call a telephone banker at 1-800-935-9935 to learn more about our information reformatting services.
  • Talking Automatic Teller Machines (ATMs)–All Chase ATMs throughout the country are Talking ATMs, where customers can use standard headphones (⅛" jack) for audible access to financial services. You also can request compatible headphones by calling 1-877-241-8665. Use our convenient ATM/branch locator to search by ZIP code, city and/or state for a Talking ATM near you.
  • Guideline/raised-line checks–Chase offers guideline/raised-line checks for customers. These checks are larger (8 1/8" by 3") with embossed guidelines that are easily felt. Raised-line checks are available in wallet or duplicate style and may be ordered like any other checks for your account(s).
  • Operator Relay Service and Teletypewriter (TTY/TDD)–Customers who wish to contact Chase using Operator Relay services or Teletypewriter (TTY/TDD) machines may do so through the phone numbers provided after clicking "Contact Us" on the top of the page.
  • Written notes–Our Personal Bankers can provide written communications for any customer who needs assistance at a branch.
  • Sign Language Interpreters–We are happy to set up an appointment with a qualified sign language interpreter at your local branch.

Web & Mobile Accessibility

We make every effort necessary to meet online usability and design requirements recommended by the World Wide Web Consortium (W3C) in its Web Content Accessibility Guidelines 2.0 as well as requirements under the Twenty-First Century Communications and Video Accessibility Act of 2010.

We use design standards that help customers identify, interpret, understand and interact with information presented on our websites and mobile apps.

Here are some helpful tips for using our sites and apps:

  • Account numbersIn most instances online, you will not see your complete account number. For security reasons, we will only reveal a few digits (typically the last three or four) of your account number. The remaining digits are represented by a series of periods or the letter X.
  • Dollar amountsPlease don't use the dollar sign ($) when entering dollar amounts in any form field because it will cause an error. For entering amounts, you may see either one input field or two fields separated by a decimal point. In some cases, you will find an example adjacent to the input field(s) to help you understand how to format your amount.
  • Error messages–If an error occurs on a page, in most cases, the page will refresh in order for the error message to appear.
  • Personalizing accounts–To make it easier for you to find account information, you may change the nicknames used for your accounts on Chase.com. Visit the Customer Center section of Chase.com and use the Nickname Your Account link to change your account nicknames.
  • Phone and Social Security numbersWhen entering phone or Social Security numbers, please be aware that many entries may use multiple input fields, and in some cases, you will not need to use the Tab key to move from one field to the next. As you enter each set of two, three or four numbers, you'll automatically "jump" to the next input field. You'll only need to use the Tab key to leave the last field.
  • JavaScriptTo enjoy some features on our website and sign in to our secure site, JavaScript must be installed on your system. As a default, JavaScript is already activated on most new computers and mobile devices on the market today. You should only need to enable it if you or another user has disabled it.

Software Recommendations and Settings

We follow the W3C's globally recognized standards to ensure our content is compatible with computer-based assistive technologies and browsers that also conform to W3C standards. We recommend using the most current versions of (or the version released just prior to) the manufacturer's assistive technology applications, along with a current version of the browsers listed below. We also recommend trying different types of browsers with assistive technology applications to determine which combination works best for you.

Additionally we support screen magnification technologies and accessibility features—like zoom, color and other image controls—that major browsers provide.

Chase does not provide assistive technology applications or browsers. Please visit the individual manufacturer’s site for information about how to obtain them. Assistance from local and state agencies or non-profit groups may also be available in your area.

Screen Reader Applications

For the best online experience, we recommend several screen reader applications for customers with vision disabilities: JAWS, Window-Eyes, VoiceOver, and NVDA. On mobile devices we recommend TalkBack for Android devices and Voice-Over for the iPhone and iPad.

You can improve your online experience by exploring these features and settings available in various assistive technology applications:

  • Tooltips–If required by your screen reading application, enable settings to read tooltips. This additional information can be very beneficial for comprehending and interacting with the content on many pages.
  • Special characters–If required by your screen reading application, enable settings to automatically read any of the following special characters: at sign, number sign, dollar sign, ampersand, apostrophe, quotation marks, backslash, bar, underline, braces, brackets and words with tilde or grave accented characters.
  • Symbols–If required by your screen reading application, enable settings to automatically read the following symbols: plus, minus (may be pronounced "dash"), asterisk (may be pronounced "star"), forward slash, percent sign, caret, equals sign, parentheses, the less-than symbol and the greater-than symbol.
  • Browser status information–Links may contain additional information on the status line in the bottom left of your browser window. Consider using your screen reader application's hot keys to read this information when focused on a link.
  • Manual focus for mouse–Additional information about elements on web pages may be heard by causing the mouse pointer to focus on the next element and read all available information associated with that element. If your screen reader application provides this functionality, consider using the hot key keystrokes to trigger reading this information.

Please consult the help directories or user guides of your specific software for information and tips about other features you may find useful.

As software and browser manufacturers release new versions with upgrades and improvements, we continually test our web pages to ensure our recommendations are up-to-date and complete. While other browsers and assistive technology applications may work, at least in part, with our website, we do not test all possible versions and cannot guarantee the best user experience if you decide to use software and browser versions that we do not specifically recommend.

Using Window-Eyes

Window Eyes version 8.1 has a bug that prevents common Internet features from working in Internet Explorer 9 or 10, including the ability to log in to Chase Online. We strongly recommend upgrading to version 8.2 or higher.

Additionally, some versions of Window-Eyes change a security setting in Internet Explorer 9 and 10 that may prevent anyone from signing in to Chase Online. This security setting could interfere with your enjoyment of other sites on the Internet even if you are using another screen reader such as JAWS or NVDA.

If you are using version 8.2 or above with Internet Explorer 9 or 10, the security setting will change but you will be able to sign in as long as Window-Eyes is running. However, non-screen-reader users will not be able to sign in. You also will not be able to sign in with another screen reader after using Window-Eyes.

We suggest making the following change in Window-Eyes version 8.2 to prevent the security setting from changing. With Window-Eyes 8.2 running:

  1. Press ALT + SHIFT + V to rotor through to the Suspend Mode
  2. Set the Suspend Mode to OFF
  3. Press CTRL + \ to open the Window Eyes Control Panel
  4. Press CTRL + S to save the setting

Browsers

We recommend using the most current versions of (or the version released just prior to) Internet Explorer, Safari, Firefox, or Chrome.

There are easy-to-use browser controls for adjusting the size and colors of content on a Web page. There are no ideal content size or color combinations for all people.  By utilizing the controls provided in browsers, customers can personalize the content presentation in their browser. The web content Chase provides has been designed to work with these controls.

1. Adjusting Text Size

Browsers typically provide two controls for adjusting the size of text (fonts) on a Web page: Text Size and Zoom.
Text or font size adjustments only change the size of text on a web page. The range of text size user control may be more limited than zoom. Browser text size adjustments may not change the size of text in videos.
Zoom adjustments enlarge or reduce the size of all page content.

  • Internet Explorer: Controls for text size are located on the View > Text Size menu
  • Firefox: Controls for text size are located on the View > Zoom menu. In some versions holding both the "Ctrl" and "Shift" keys down and pressing the "+" or "-" keys will also change the text size.
  • Chrome: Text size controls are located on the Settings page. To view this page click on the wrench or bars icon in the upper right corner of the browser window to open the Customize menu. Then click on the "Settings" link to see the Settings page. At the bottom of the Settings page click on the "Show advanced settings..." link then scroll down to the "Web content" section.
  • Safari: Controls for text size are located on the View menu. To change just the text size check the Zoom Text Only option then click on the Zoom In or Zoom Out options. Once Zoom Text Only has been checked holding the Command key down and pressing the "+" or "-" keys will also change the text size.

2. Adjusting Size of All Content

To change the size of images, buttons, text and all of the content shown on a Web page use the Zoom controls.

  • Internet Explorer: Zoom controls are located on the View > Zoom menu. In some versions for a PC holding the "Ctrl" key and pressing the "+" or "-" keys will also adjust the zoom level. Additionally, the level of zoom can be controlled by using the slider located in the lower right corner of the browser.
  • Firefox: Zoom controls are located on the View > Zoom menu. In some versions for a PC holding the "Ctrl" key down and pressing the "+" or "-" keys will also change the zoom level.
  • Chrome: Controls for Zoom are located on the Customize menu. To view this menu click on the wrench or bars icon in the upper right corner of the browser window. Zoom controls are also located on the Settings page. To view this page open the Customize menu and then click on the "Settings" link to see the Settings page. At the bottom of the Settings page click on the "Show advanced settings..." link then scroll down to the "Web content" section. In some versions for a PC holding the "Ctrl" key down and pressing the "+" or "-" keys will also change the zoom level.
  • Safari: Controls for Zoom are located on the View menu. To change the size of all content verify the Zoom Text Only option is not checked then click on the Zoom In or Zoom Out options. When the Zoom Text Only option is unchecked holding the Command key down and pressing the "+" or "-" keys will also change the zoom level.

3. Adjusting Colors

Two common techniques for changing the display of colors are a setting to 'ignore colors' and settings that adjust text, background and link colors. Both techniques may be needed.

  • Internet Explorer Ignore Colors
    • Click on the Tools menu link then click on Internet Options
    • Select the General tab in the Internet Options window
    • Click on the Accessibility button to open the Accessibility window
    • Check the "Ignore colors specified on webpages" checkbox
    • Click OK in the Accessibility window
    • Click OK in the Internet Options window
    • Note: this setting also removes background images
  • Internet Explorer Adjust Selected Colors
    Colors for text, background, links, visited links and hover may be changed in the Colors window. To adjust these colors first follow the Ignore Colors instructions above then:
    • Click on the Tools menu link then click on Internet Options
    • Select the General tab in the Internet Options window
    • Click on the Colors button to open the Colors window
    • Uncheck the "Use Windows colors" checkbox
    • Click on each button which shows colors for text, background, links, visited links and hover to select a more desirable color (note: when changing the hover color also check the "Use hover color" checkbox)
    • Click OK in the Colors window
    • Click OK in the Internet Options window
  • Firefox Ignore Colors
    • Click on the Tools menu link then click on Options
    • Select the "Content" view in the Options window
    • Click on the "Colors…" button to open the Colors window
    • Uncheck the "Allow pages to choose their own colors, instead of my selections above" checkbox
    • Click OK in the Colors window
    • Click OK in the Options window
    • Note: this setting also removes background images
  • Firefox Adjust Selected Colors
    Colors for text, background, links and visited links may be changed in the Colors window. To adjust these colors first follow the Firefox Ignore Colors instructions above then:
    • Click on the Tools menu link then click on Options
    • Select the "Content" view in the Options window
    • Click on the "Colors…" button to open the Colors window
    • Click on each button which shows colors for text, background, unvisited links, and visited links to select a more desirable color
    • Click OK in the Colors window
    • Click OK in the Options window
  • Chrome
    As of version 36, Google Chrome does not provide any built in user adjustable color settings
  • Safari
    There are no color adjustment controls provided in Safari

Contact Us

If you have any suggestions, comments, or concerns regarding accessibility at Chase, please email us at accessibility_assistance@chase.com or call us at the phone numbers provided after clicking “Contact Us” on the top of the page. If using this email address, please do not include your account or personal information. We take the security of our website and your customer data very seriously. As part of our commitment to this security, if your comments concern your account, we ask that you communicate with us through our Secure Message Center by signing in to Chase.com and sending us a message.