Frequently
Asked Questions

Information for Comenity Customers

Browse these common questions to find the answers you're looking for.

Comenity offers branded credit programs and products to help maximize your savings. We partner with many of the most recognized and respected businesses in the world. Learn more about Comenity here. 

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

Questions about your Comenity Direct CD or Savings account? Visit ComenityDirect.com

Comenity may call, text or email you in response to account questions or concerns, if your account is past due, or with marketing and servicing messages. 

We may ask you to verify your identity over the phone, but if you are ever unsure about whether a call is coming from Comenity, we encourage you to call customer care. We will never ask you to provide sensitive information through email or text. Comenity may send marketing and servicing emails to the email address on file. 

We will never ask you to provide sensitive information via text. Comenity may also send texts to the mobile number on file to send verification codes or to contact you about a past-due account.

You can see a full list of Comenity's patented products here, along with services and offerings. 

We’re always happy to help. For any questions or issues with your account, you can visit your credit card’s Account Center to find information on the help pages or to send a secure message to our Customer Care team. You can also give our customer care team a call at the number on the back of your credit card or billing statement. You may also look the number up here.  

Questions about your Comenity Direct CD or Savings account? Visit ComenityDirect.com

You can access your online Account Center here or register for online access in a few easy steps. 

If you are experiencing difficulties registering for your online Account Center, please call the Customer Care phone number on the back of your credit card, or look it up here. Before calling, we suggest you check the following: 

  • Have you recently requested a change to your account? If so, please wait 48 hours before trying again. 
  • Are you on the correct website? You can look up your online Account Center here
  • Be sure you've entered the correct account number. You can find your account number on your billing statement or credit card. 
  • Be sure you're entering the Social Security number, Social Insurance number, or alternate ID you used when you applied for your credit card. 
  • Be sure you're entering the ZIP/postal code that matches the address of your last bill. 

Try resetting your password by clicking “forgot username of password” in the sign in area of Account Center. If you’re still having trouble registering or signing in, please call the customer care phone number for your credit card. You can find the number on the back of your credit card, or look it up here

An authorized buyer is an individual you give permission to make purchases on your account. As the primary accountholder, you are responsible for paying for all purchases made on this account, including any made by an authorized buyer. To add or remove an authorized buyer, please sign in to your Account Center and go to "Account."

You can view the most recent copy of your credit card account agreement here

You can view the terms of service for your credit card in your Account Center

To view your billing statement online, sign in to your online Account Center. Go to "Transactions and Statements" to view the monthly statements page. You can view billing statements for the past 24 months. 

Yes, you can view a detailed explanation of your billing statement here.

For statements not available online, please call the Customer Care phone number on the back of your credit card. 

Yes, we’re happy to offer a variety of free services to support our customers who have accessibility needs. Please call the Customer Care team at the phone number on the back of your credit card, or you can look it up here. You may also contact Customer Care for accessibility services here: 

  • Comenity Bank: 1-888-332-4728 (TDD/TTY: 1-800-695-1788) 
  • Comenity Capital Bank: 1-888-332-4728 (TDD/TTY: 1-888-819-1918) 

Variable APRs change at the beginning of every month and are effective immediately. You can see the updated variable APR on your next billing statement, which can be viewed by signing into your online Account Center

You can enroll in paperless billing communication through your online Account Center. Once you sign in, you can access the enrollment function through one of these areas: 

  1. Select "Paperless" in the navigation  
  2. Select "Learn about Paperless" in the Additional Features section of the welcome page 
  3. Select "Account" in navigation and select “Paperless” in Account Features  

From any of these locations, select to learn more and enroll. Paperless billing and communication will typically begin with the billing statement following your enrollment. 

Once enrolled, you will receive an email from the bank notifying you that your online statement is ready to view. The email will contain a link that allows you to securely click through and sign into your account. You can go back to paper communications at any time, free of charge.

To confirm you are enrolled in paperless billing and communications, review Paperless settings on the welcome page or via the "Account" navigation in your Account Center. If your profile shows you are enrolled to be paperless, you are likely receiving a paper statement for one of the following reasons: 

  • If you recently enrolled to go paperless, you may receive one final paper statement, depending on when your account was last billed.  
  • You will receive a paper 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.  

If we cannot deliver email to the address on file, we will automatically resume mailing paper communication until you update your email address. 

To avoid a late fee, payments must be successfully submitted online by 8PM Eastern Time (ET) on or before your due date. Any payments submitted after 8PM ET on your due date will be applied to your account the following day, incurring a late fee. Please note that it may take up to two business days to complete the financial transfer from your personal bank account to your credit card account. If you believe the late fee on your account is an error, please call Customer Care. You can find the number on the back of your credit card, or look it up here

A pending payment is any payment scheduled but not yet posted to your account. When making an online payment, it may take up to two additional business days for the funds to transfer from your bank account. 

Currently, online payments are only accepted through United States bank accounts.  

Your available credit will be adjusted as soon as possible for same-day or next-day payments made online. This may be done immediately, or funds may be delayed at Comenity's discretion to ensure the payment has cleared. 

We’ve set up safeguards to protect your account while you’re in certain areas outside of the U.S. To manage your account while out of the country, here are a few options to make secure payments: 

  • Schedule payments ahead of time online or over the phone 
  • Your card may have a customer service collect number on the back, and you can make a payment over the phone by calling this number. Please note that data rates may apply 
  • Access your Account Center site by using VPN via a U.S. server 
  • Set up automatic payments through your banking institution 
  • Have an authorized third party (i.e., friend or family member) in the U.S. make payments on your behalf 

Before leaving for your trip, be sure to let Comenity know so we won’t block any purchases from being made using your co-brand credit card.

If you are over the age of 18 and have a U.S. address, you can apply for a Comenity credit card account online. Visit the application site or the brand’s website to apply. 

Once you complete and submit your application, you will receive one of two responses: 

  • If your application is approved, you will receive immediate notification and your account information will be mailed to you within two weeks. In many cases, new accounts are available for immediate use. 
  • If your application requires further review, you will be mailed information within seven to 10 business days. 

If you believe your credit card or account information has been lost or stolen, please call Customer Care immediately. You can find the phone number on the back of your credit card, or look it up here.

If your card has been reported lost or stolen, we will not allow access to Account Center access for 24 hours while we process your new card request. This is for your account protection. We will restore access once the request has been completed. You will be able to sign in using your existing username and password. 

Protecting your privacy and account security is our top priority — that's why we use the latest encryption technology. To learn more about the security measures we use to safeguard your account, visit our Resources page. If you would like to learn more about protecting yourself from identity theft, please visit the Federal Trade Comission (FTC) Indentity Theft Website

Servicemembers Civil Relief Act, or SCRA, is a national law providing financial relief and protection to eligible, active duty military personnel. Comenity Bank and Comenity Capital Bank are committed to providing eligible servicemembers with benefits and protections pursuant to the SCRA. SCRA's primary benefits to eligible servicemembers include offering an interest rate of no more than six percent (6%) on accounts owned and serviced by Comenity. 

You may be eligible for SCRA benefits and protections on your Comenity credit card account(s) if you are: 

  • An active duty member of the Army, Navy, Air Force, Marine Corps or Coast Guard 
  • An Army, Navy, Air Force, Marine Corps, or Coast Guard reservist serving on active duty 
  • A National Guard member in qualifying active service 
  • A commissioned officer of the National Oceanic & Atmospheric Administration or Public Health Service on active service 

You may request SCRA benefits within 180 days following the end of your active duty period. You may choose whichever of the following options is most convenient for you, you may call for assistance, or you may fill out this form
 
Call 
For questions about your account’s eligibility or how to submit your request for relief under SCRA, call 1-855-463-0222. 
Monday-Friday 8 a.m.–8 p.m. ET (closed holidays) 

Mail 
Mail your written request, along with your military orders or a letter from your commanding officer, on military letterhead showing your active duty period(s) to this address: 

Comenity 
Attn: SCRA Request 
PO Box 182273 
Columbus, Ohio 43218-2273 

Fax 
Fax your written request to 614-729-3417.  
You must include your active duty orders or a letter from your commanding officer on official letterhead showing your active duty period(s).