Frequently
Asked Questions
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Browse these common questions to find the answers you're looking for.
Questions about your Comenity Direct account? View the Comenity Direct FAQs here.Top Ten
I have a specific question or issue with my account - how can I get help?
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.
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.
My payment is due today. What's the latest I can make an online payment and not be charged a late fee?
In order to avoid a late fee, you must pay at least the Minimum Payment Due by the Payment Due Date. Any online payments submitted prior to 8PM EST can be credited to your Account on the same day.
In order to avoid a late fee, you must pay at least the Minimum Payment Due by the Payment Due Date. Any online payments submitted prior to 8PM EST can be credited to your Account on the same day.
Why is there a late fee on my account?
Late fees are assessed when you do not pay at least the Minimum Payment Due by the Payment Due Date. Any online payments submitted after 8PM EST on your Payment Due Date are credited to your Account the next day, making them subject to a late fee. If you still believe the late fee is in error, please call customer care. The number can be found on the back of your credit card, or you may look it up here.
Late fees are assessed when you do not pay at least the Minimum Payment Due by the Payment Due Date. Any online payments submitted after 8PM EST on your Payment Due Date are credited to your Account the next day, making them subject to a late fee. If you still believe the late fee is in error, please call customer care. The number can be found on the back of your credit card, or you may look it up here.
I am locked out of my account. What do I do?
For your security, if there have been multiple unsuccessful attempts to sign into your Account, we may temporarily suspend your online Account access. We will send an email with instructions to the email address we have on file for your Account. If you are unable to recieve the email to log back in, please call customer care. The number can be found on the back of your credit card, or you may look it up here.
For your security, if there have been multiple unsuccessful attempts to sign into your Account, we may temporarily suspend your online Account access. We will send an email with instructions to the email address we have on file for your Account. If you are unable to recieve the email to log back in, please call customer care. The number can be found on the back of your credit card, or you may look it up here.
I lost my password or log-in to online account management.
If you are having trouble registering or logging in, please call the customer service phone number for your credit card. The number can be found on the back of your credit card, or you may look it up here.
If you are having trouble registering or logging in, please call the customer service phone number for your credit card. The number can be found on the back of your credit card, or you may look it up here.
How do I view my billing statement online?
First, you will need to login to your account center, which you can find here. Then, you may view your billing statements for the past 24 months. Select "statements" to view the monthly statements page. To view your 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. For statements not available online, please call the customer care phone number located on the back of your credit card.
First, you will need to login to your account center, which you can find here. Then, you may view your billing statements for the past 24 months. Select "statements" to view the monthly statements page. To view your 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. For statements not available online, please call the customer care phone number located on the back of your credit card.
My credit card/account information has been lost or stolen. What should I do?
Call Customer Care immediately. The number can be found on the back of your credit card, or you may look it up here.
Call Customer Care immediately. The number can be found on the back of your credit card, or you may look it up here.
Who is Comenity?
Comenity is the company behind your branded credit card. Many top brands work with our banks to build credit programs for their customers - customers like you. Learn more here.
Comenity is the company behind your branded credit card. Many top brands work with our banks to build credit programs for their customers - customers like you. Learn more here.
I don't recognize a transaction on my billing statement. Can you help?
Keeping your account secure is important to us. If you think you have been incorrectly charged, call Customer Care. You can find the phone number on the back of your credit card, or you may look it up here.
Keeping your account secure is important to us. If you think you have been incorrectly charged, call Customer Care. You can find the phone number on the back of your credit card, or you may look it up here.
How can I get a copy of the Account Agreement for my credit card?
You may view the most recent agreement and request a copy of your specific credit card account agreement here.
You may view the most recent agreement and request a copy of your specific credit card account agreement here.
My Account
I have a specific question or issue with my account – how can I get help?
For any questions or issues with your account, please contact our Customer Care team. 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 or credit card.
For any questions or issues with your account, please contact our Customer Care team. 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 or credit card.
Comenity
Who is Comenity?
Comenity is the company that owns the banks behind your branded credit card. You're in good company – today more than 50 million cardmembers hold an account with one of our banks. Want to know more? Learn more about Comenity here.
Comenity is the company that owns the banks behind your branded credit card. You're in good company – today more than 50 million cardmembers hold an account with one of our banks. Want to know more? Learn more about Comenity here.
When would Comenity call, text or email me?
Comenity Bank or Comenity Capital Bank may call, text or email you if your account is past due, in response to account questions or concerns, and with marketing and servicing emails.
We may ask you to verify your identity over the phone, but if you are ever unsure about whether or not the call is coming from Comenity, we encourage you to call our Customer Care team. You can find the phone number here, or on the back of your billing statement or credit card. We will never ask you to provide sensitive information via email. Comenity Bank 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 send texts to the mobile number on file to send verification codes or to contact you about an account that is past due.
Comenity Bank or Comenity Capital Bank may call, text or email you if your account is past due, in response to account questions or concerns, and with marketing and servicing emails.
We may ask you to verify your identity over the phone, but if you are ever unsure about whether or not the call is coming from Comenity, we encourage you to call our Customer Care team. You can find the phone number here, or on the back of your billing statement or credit card. We will never ask you to provide sensitive information via email. Comenity Bank 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 send texts to the mobile number on file to send verification codes or to contact you about an account that is past due.
What Comenity products, services or offerings are protected by patents in the U.S.?
Please see a full list of Comenity's patented products, services and offerings here.
Please see a full list of Comenity's patented products, services and offerings here.
Authorized Buyers
What is an "authorized buyer?"
An authorized buyer is an individual you allow to make purchases on your account. As the primary accountholder, you are responsible for all purchases made on this account, including any made by an authorized buyer. To add or remove an authorized buyer, please log in to your Account Center and go to "My Profile." You can find your Account Center here.
An authorized buyer is an individual you allow to make purchases on your account. As the primary accountholder, you are responsible for all purchases made on this account, including any made by an authorized buyer. To add or remove an authorized buyer, please log in to your Account Center and go to "My Profile." You can find your Account Center here.
Billing Statements
How do I view my billing statement online?
To view your billing statement online, log in to your online Account Center, which you can find here. Go to "Statements" to view the monthly statements page – you can view billing statements for the past 24 months. You'll need a PDF reader to view your statement (if you don't have the software, you can download it for free from Adobe). For statements not available online, please call the customer care phone number located on the back of your credit card.
To view your billing statement online, log in to your online Account Center, which you can find here. Go to "Statements" to view the monthly statements page – you can view billing statements for the past 24 months. You'll need a PDF reader to view your statement (if you don't have the software, you can download it for free from Adobe). For statements not available online, please call the customer care phone number located on the back of your credit card.
How will I know when a variable APR has been changed or updated?
Variable APRs change at the beginning of every month and are effective immediately. The updated variable APR can be found on your next billing statement. You can view your billing statements by logging in to your online Account Center, which you can find here.
Variable APRs change at the beginning of every month and are effective immediately. The updated variable APR can be found on your next billing statement. You can view your billing statements by logging in to your online Account Center, which you can find here.
I don't recognize a transaction on my billing statement. Can you help?
If you think you have been incorrectly charged, please call the customer care phone number on the back of your credit card, or you may look it up here.
If you think you have been incorrectly charged, please call the customer care phone number on the back of your credit card, or you may look it up here.
I don't understand my billing statement. Can you help?
View a detailed explanation of your statement here.
View a detailed explanation of your statement here.
What is a paperless statement?
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 email notification every time there is a new billing statement ready for you to view, and instructions on how to make your payment. Going paperless is simple and safe. And, if you ever change your mind, you can go back to paper communications, free of charge.
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 email notification every time there is a new billing statement ready for you to view, and instructions on how to make your payment. Going paperless is simple and safe. And, if you ever change your mind, you can go back to paper communications, free of charge.
How do I enroll in paperless statements?
You can enroll in paperless billing statements through your online Account Center here. Once you log in, you can access the enrollment function through one of these areas:
- Click on "Enroll in paperless statements" in the left navigation bar
- Click on "Switch to paperless statements!" in the Account News section of the Welcome Page
- Click on "Maintenance – My Profile" in the left navigation bar
From any of these locations, select the "I CONSENT TO RECEIVE MY MONTHLY BILLING STATEMENT ONLINE ONLY" button to enroll in paperless statements. Paperless statements typically begin with the billing statement following your enrollment in paperless. It is possible that you will receive one final paper billing statement.
You can enroll in paperless billing statements through your online Account Center here. Once you log in, you can access the enrollment function through one of these areas:
- Click on "Enroll in paperless statements" in the left navigation bar
- Click on "Switch to paperless statements!" in the Account News section of the Welcome Page
- Click on "Maintenance – My Profile" in the left navigation bar
From any of these locations, select the "I CONSENT TO RECEIVE MY MONTHLY BILLING STATEMENT ONLINE ONLY" button to enroll in paperless statements. Paperless statements typically begin with the billing statement following your enrollment in paperless. It is possible that you will receive one final paper billing statement.
I am enrolled in paperless statements. Why am I getting a paper statement?
To confirm you are enrolled in paperless statements, review the "My Profile" tab on your Account Center (you can find the link here). If your profile shows you are enrolled in paperless billing statements, you are likely receiving a paper statement for one of the following reasons:
- If you recently enrolled in paperless statements, 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 statements until you update your email address.
To confirm you are enrolled in paperless statements, review the "My Profile" tab on your Account Center (you can find the link here). If your profile shows you are enrolled in paperless billing statements, you are likely receiving a paper statement for one of the following reasons:
- If you recently enrolled in paperless statements, 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 statements until you update your email address.
How will I know when my paperless statement is available?
You will receive an email from the bank notifying you that your statement is ready to view. The email will contain a link that allows you to securely click through and log into your account.
You will receive an email from the bank notifying you that your statement is ready to view. The email will contain a link that allows you to securely click through and log into your account.
Payments
My payment is due today. What's the latest I can make an online payment and not be charged a late fee?
In order to avoid a late fee, you must pay at least the minimum payment due by the payment due date. Any online payments submitted prior to 8 p.m. EST will be credited to your account on the same day. 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.
In order to avoid a late fee, you must pay at least the minimum payment due by the payment due date. Any online payments submitted prior to 8 p.m. EST will be credited to your account on the same day. 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.
My payment is overdue. How much am I required to pay right now?
You may make a payment of any amount. However, it's best if you pay the minimum payment due as soon as possible in order to avoid accumulating additional late fees.
You may make a payment of any amount. However, it's best if you pay the minimum payment due as soon as possible in order to avoid accumulating additional late fees.
Why is there a late fee on my account?
Late fees are assessed when you do not pay at least the minimum payment due by the payment due date. Any online payments submitted after 8 p.m. EST on your payment due date are credited to your account the next day, making them subject to a late fee. If you believe the late fee is in error, please call the customer care phone number found on the back of your credit card, or you may look it up here.
Late fees are assessed when you do not pay at least the minimum payment due by the payment due date. Any online payments submitted after 8 p.m. EST on your payment due date are credited to your account the next day, making them subject to a late fee. If you believe the late fee is in error, please call the customer care phone number found on the back of your credit card, or you may look it up here.
Do I need to make my monthly payment even though I returned merchandise?
If you returned merchandise but still have a credit card balance, you'll need to pay the minimum payment due as shown on your billing statement. To avoid late fees, your minimum payment due must be paid by the due date shown on your billing statement, even if your returned merchandise credit is equal to or greater than the minimum payment due. See your Credit Card Agreement for additional information.
If you returned merchandise but still have a credit card balance, you'll need to pay the minimum payment due as shown on your billing statement. To avoid late fees, your minimum payment due must be paid by the due date shown on your billing statement, even if your returned merchandise credit is equal to or greater than the minimum payment due. See your Credit Card Agreement for additional information.
Is there a fee to make online payments?
There is no fee for making online payments.
There is no fee for making online payments.
Can I make an online payment from a bank outside of the United States?
Currently, online payments are only accepted through United States bank accounts.
Currently, online payments are only accepted through United States bank accounts.
How do I cancel my online payment?
If funds have not yet been transferred from your bank account, you may be able to delete a scheduled payment, depending on when and how you make your request. Please call the phone number on the back of your credit card, or look it up here.
If funds have not yet been transferred from your bank account, you may be able to delete a scheduled payment, depending on when and how you make your request. Please call the phone number on the back of your credit card, or look it up here.
What is a pending payment?
A pending payment is any payment scheduled but not yet posted to your account.
A pending payment is any payment scheduled but not yet posted to your account.
Can I use the online payment service on weekends and holidays?
Online payment services are available 365 days a year, including weekends and holidays.
Online payment services are available 365 days a year, including weekends and holidays.
When will my online payment be withdrawn from my bank account?
When making an online payment, it may take up to two additional business days for the funds to transfer from your bank account.
When making an online payment, it may take up to two additional business days for the funds to transfer from your bank account.
I made an online payment. When will my available credit be updated?
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.
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.
I am preparing to leave the country, how can I pay my account while I am traveling?
Thank you for letting us know. We’ve set up safeguards to protect your account while you’re in certain areas outside of the US. 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. You may 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 US 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.
Lastly, before leaving, be sure to notify Comenity about your travel plans to avoid any blocked purchases on your co-brand card.
Thank you for letting us know. We’ve set up safeguards to protect your account while you’re in certain areas outside of the US. 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. You may 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 US 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.
Lastly, before leaving, be sure to notify Comenity about your travel plans to avoid any blocked purchases on your co-brand card.
Online Account Management
How do I access my account online?
You can find your online Account Center here. If you have not already registered, you can do so in a few easy steps.
You can find your online Account Center here. If you have not already registered, you can do so in a few easy steps.
I lost my password or log-in to online account management.
If you are having trouble registering or logging in, please call the customer care phone number on the back of your credit card, or you may look it up here.
If you are having trouble registering or logging in, please call the customer care phone number on the back of your credit card, or you may look it up here.
I’m having trouble registering for online account management – what should I do?
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 you may 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 right site? 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.
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 you may 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 right site? 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.
I am locked out of my account. What do I do?
For your security, if there have been multiple unsuccessful attempts to sign in to your account, we may temporarily suspend your online account access. We will send an email with instructions to the email address we have on file for your account. If you don't recieve the email, please call the customer care phone number on the back of your credit card, or you may look it up here.
For your security, if there have been multiple unsuccessful attempts to sign in to your account, we may temporarily suspend your online account access. We will send an email with instructions to the email address we have on file for your account. If you don't recieve the email, please call the customer care phone number on the back of your credit card, or you may look it up here.
Fraud
My credit card/account information has been lost or stolen. What should I do?
If you believe your credit card or account information has been lost or stolen, please call customer care immediately. The phone number can be found on the back of your credit card, or you may look it up here.
If you believe your credit card or account information has been lost or stolen, please call customer care immediately. The phone number can be found on the back of your credit card, or you may look it up here.
Why can't I log in to Account Center after reporting my credit card lost/stolen?
If your card has been reported lost or stolen, your Account Center access will be unavailable for 24 hours while your new card request is being processed. Access will be restored once the request has been completed and you will be able to sign in using your existing user name and password.
If your card has been reported lost or stolen, your Account Center access will be unavailable for 24 hours while your new card request is being processed. Access will be restored once the request has been completed and you will be able to sign in using your existing user name and password.
Credit Card Agreement and Terms
Accessibility Support
Can I receive assistance reading my billing statement or other account materials?
We offer a variety of free services to support our customers with accessibility needs. Please call the Customer Care team at the phone number on the back of your credit card, or you may 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)
We offer a variety of free services to support our customers with accessibility needs. Please call the Customer Care team at the phone number on the back of your credit card, or you may 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)
Applying for an Account
How can I apply for an account?
If you are over the age of 18 and have a U.S. address, you may apply for a credit card account online. You can find the the application site of the card you're looking for here.
If you are over the age of 18 and have a U.S. address, you may apply for a credit card account online. You can find the the application site of the card you're looking for here.
How do I know if my application was approved?
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 contacted by mail within 7-10 working days.
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 contacted by mail within 7-10 working days.
Third-Party Money Management
Can I use money management tools with my credit card?
Comenity Bank offers a secure connection to Intuit's personal financial management tools, Quicken and Mint.com.
Comenity Bank offers a secure connection to Intuit's personal financial management tools, Quicken and Mint.com.
How do I add my credit card to Mint.com?
To add your credit card to Mint.com, sign in to your Mint.com account, select "Add Account," and search for the name of your credit card.
To add your credit card to Mint.com, sign in to your Mint.com account, select "Add Account," and search for the name of your credit card.
How I add my credit card to Quicken?
To add your credit card to Quicken, sign in to your Quicken account and select "Add Credit Card Account." When prompted to enter your bank name, enter the name of your credit card.
To add your credit card to Quicken, sign in to your Quicken account and select "Add Credit Card Account." When prompted to enter your bank name, enter the name of your credit card.
Servicemembers Civil Relief Act (SCRA)
What is SCRA?
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 benefit to eligible servicemembers includes offering an interest rate of no more than 6% on accounts owned and serviced by Comenity.
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 benefit to eligible servicemembers includes offering an interest rate of no more than 6% on accounts owned and serviced by Comenity.
Am I eligible for SCRA benefits?
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 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.
Where can I find eligibility, benefits and application information for the Servicemembers Civil Relief Act (SCRA)?
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 you may call: 1-855-463-0222
Monday-Friday 8:00 a.m. – 8:00 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:
Comenity
Attn: SCRA Request
PO Box 182273
Columbus, Ohio 43218-2273
Fax
Fax your written request: 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) .
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 you may call: 1-855-463-0222
Monday-Friday 8:00 a.m. – 8:00 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:
Comenity
Attn: SCRA Request
PO Box 182273
Columbus, Ohio 43218-2273
Fax
Fax your written request: 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) .