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Frequently Asked Questions (FAQs)

  • Why do I need a verification code to sign in?

    If we don't recognize the device you're using, we need to confirm your identity before you can access your account. Sometimes we don't recognize your device because:

    • This is the first time you've logged into your account
    • You're using a new computer or one you haven't used before 
    • You switched to a new internet browser (for instance, switching from Internet Explorer to Chrome)
    • You changed your internet browser settings or are using a private browsing mode
    • You deleted your cookies or cleared your cache
    • You modified your device, its operating system, or its software settings 
    • Your internet provider changed its system settings 
    • Your IP address may have changed
    • We can only remember up to 10 device and location combinations
  • Why won't my user name and password work?
    To sign in, you must register for online access to Account Center. Forgot your sign-in credentials or got locked out? Recover your user name or reset your password. If you still need help, call Customer Care at 1-866-254-9967 (TDD/TTY: 1-888-819-1918).
  • 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 will 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 got locked out because you forgot your user name and/or password, visit Forgot Username or Password to reset your information so you can sign in.

  • Why should I select "Remember Me" when I sign in?
    Your convenience is important to us. Checking the "Remember Me" box means we will remember and automatically fill in your user name the next time you visit. To protect your account security, we'll still ask you to enter your password each time you sign in. For your protection, we suggest checking the "Remember Me" box only from personal, not public, devices.

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Customer Care
Customer Care Hours
  • Monday - Saturday
  • 8:00am - 9:00pm ET.
  • Closed Sundays
  • Holidays closed: New Year, Easter, Memorial, Christmas, Independence, Labor, Thanksgiving
  • Live Customer Care hours may vary on holidays. Access automated Customer Care 365 days a year, 24 hours a day, 7 days a week.

    Customer Care Address

    Comenity Capital Bank
    PO Box 183003
    Columbus, OH 43218-3003