Frequently asked questions

   
   

Help with my account

Q:

I have a specific question or issue with my account - how can I get help?

A:

You can find the customer care phone number and the online account management site for your account here, or on the back of your billing statement.

Authorized buyers

Q:

What is an "authorized buyer"?

A:

An authorized buyer is an individual (for instance, a family member) who you allow to
make purchases on your account. This helps you keep an eye on your loved ones' spending, and lets you earn benefits on their purchases too. You, as the primary account holder, remain responsible for payment on all the purchases on this account, including those of any authorized buyers(s). To add or remove an authorized buyer, please log in to your account and click "My Profile".

Paperless statements

Q:

How do I view my online billing statement?

A:

Select "statements" to view the monthly billing statements page. To view your billing statement, you will need a PDF reader installed on your computer. If you do not have the software, you can download it for free from Adobe.

Q:

How do I enroll in paperless billing statements?

A:

Once you've logged into your online account, you can access the enrollment function through one of these areas:

1. Click the "Enroll in paperless statements" graphic, located in the left navigation bar
2. Click "Switch to paperless statements!" located in the Account News section of the Welcome Page
3. Access "Maintenance - My Profile," located in the left navigation bar

From these locations, you must select the "I CONSENT TO RECEIVE MY MONTHLY BILLING STATEMENT ONLINE ONLY" button to enroll in paperless billing statements.

Q:

Can I choose to receive both a paperless billing statement AND a paper billing statement?

A:

If you sign up for online account access but do not enroll in paperless billing statements, you will receive all the benefits of paperless billing, except you will still get a paper statement in the mail. However, if you choose to enroll in paperless billing statements, you will no longer receive a paper billing statement by mail.

Q:

How will I know when my paperless billing statement is available?

A:

You will receive an email from the bank notifying you that your billing statement is ready to view. The email will contain a link that allows you to securely click through and log into your account.

Q:

If I change my mind, can I switch back to getting a paper billing statement?

A:

Of course. Change your selection under "Maintenance -> My Profile -> Paperless statements"

Q:

What is a paperless billing statement?

A:

A paperless billing statement is an online version of your monthly billing statement. It contains the same information as the printed billing statement you receive in the mail. When you enroll in paperless billing statements, you'll receive an e-mail notification every time there is a new billing statement ready for your review, and instructions on how to make your payment.

Q:

I am enrolled in paperless billing statements. Why am I getting a paper billing statement?

A:

First, confirm that you are enrolled in paperless billing statements by reviewing "My Profile" within your secure account page. If your profile shows that you are enrolled, you are likely receiving a paper billing statement for one of the following reasons:

1. If you recently enrolled in paperless billing statements, depending on when your account last billed, you may receive one final paper billing statement.
2. You will receive a paper billing statement if you are more than 30 days past due on your account as a payment reminder. Once your account is current, it will automatically go back to paperless.
3.If we cannot deliver email to the address on file, we will automatically resume mailing paper billing
statements until you update your email address through onlineaccount management.

Q:

How can I get a copy of a past billing statement?

A:

You can access your monthly billing statements through online account management. Select "statements" on the left navigation bar to view the monthly billing statements page. If you need a copy that is not available online, please contact us to request a copy.

Online payment

Q:

Can I make a same-day payment?

A:

Any online payment submitted prior to 6 pm ET today will be credited to your account today. Online payments submitted after 6 pm ET will be credited the following day.
If you need to make a payment today and it is after 6 pm ET, you may contact us at the number on the back of your card or billing statement to speak to a customer care representative. A fee applies to same-day payments made with the representative.

Q:

How soon will my available credit be updated to reflect my online payment?

A:

Your available credit will be adjusted on the first business day following the date your online payment is processed. For MasterCard/Visa online payments, it may take up to 7-10 days for your available credit to be updated.

Q:

Can I make an online payment from a bank outside of the United States?

A:

No, online payments are only accepted through United States bank accounts.

Q:

Can I use the online payment service on weekends and holidays?

A:

Yes, online payment services are available 365 days a year, including weekends and holidays.

Q:

I lost my password or log-in to online account management.

A:

If you are having trouble registering or logging in, please call the number on the back of your statement from 9AM-6PM ET for help.

Q:

How do I cancel my online payment?

A:

For inquiries or to cancel your payment, please CONTACT US.

Online account management

Q:

I'm having trouble registering for online account management - what should I do?

A:

If you are experiencing difficulties registering, please CONTACT US.
We suggest that you check the following:

  • Have you changed any account information within the last 24 hours? If so, please wait an additional 24 hours to register.
  • Are you on the right site? Sometimes the account management site for a retail store card looks very similar to the online account management site for that retailer's MasterCard or Visa accounts. Look up your online account management site to be sure.
  • Did you enter the account number exactly as it appears on your card?
  • Does the Social Security Number, Social Insurance Number or alternate identification number you entered match the one you supplied at the time of application?
  • Did you type your ZIP code/postal code correctly? Does it match the address where your last bill was mailed?

Q:

How do I access my account online?

A:

Find the online account management site for your account, and complete the steps to register. We'll ask you to enter your account number and Social Security Number, Social Insurance Number or alternate identification number you used when you applied for the account. You'll also choose a user ID, password and security questions.

Applying for an account

Q:

Can I apply for an account if I do not have a U.S. address?

A:

You must have a permanent U.S. address to apply.

Q:

Is it safe to apply online for an account?

A:

We have taken measures to ensure the security of all transactions involving personal information. We use Secure Socket Layer (SSL) encryption technology to prevent any third party from viewing or accessing sensitive data.

Q:

How can I apply for an account?

A:

If you are over the age of 18, you may apply online. Find the application site for your favorite brand. In addition, many brands for which we provide credit programs have stores where you may apply in person.

Q:

How do I know if my application was approved?

A:

Once you complete and submit your application one of two responses will be received.

  • Your application may be approved instantly, so you would receive immediate notification. In that case, your account information would be mailed within two weeks. In many cases, new accounts are available for immediate use.
  • Your application may not be able to be approved immediately. In that case, you would be contacted by mail within 7-10 working days.

Accessibility Support

Q:

Can I receive assistance reading my billing statement or other account materials?

A:

Yes, we offer a variety of free services to support our customers with accessibility needs. Please contact Customer Service for accessibility services:

Comenity Bank: 1-800-303-1368 (TDD/TTY: 1-800-695-1788)

Comenity Capital Bank: 1-800-303-1368 (TDD/TTY: 1-888-819-1918)

   
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