Here you will find answers to frequently asked questions (FAQs) regarding who we
are, how we operate, our products, our services, and how we can help you.
Who is Credit One Bank?
Credit One Bank is one of America's leading issuers of VISA® credit cards. Issuing
both VISA® and MasterCard® credit card products, we provide cards to individuals
who have been historically overlooked by other banks because of their less than
perfect credit. With millions of people carrying a Credit One Bank credit card,
we pride ourselves on providing excellent customer service and an array of products
with innovative features.
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How do I contact you?
Click on the 'Contact Us' link at the bottom of most pages throughout the website
for a listing of our Telephone Numbers and Mailing Addresses.
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Can I send you an email with a question about my account?
No. For your security and in order to protect your account information, we advise
against sending us unsecure emails.
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How do I view Credit One Bank's Credit Card Agreements or the specific Cardholder
Agreement for my account?
To download all of our Credit Card Agreements, look for the 'View Credit Card and
Cardholder Agreements' section in our Online Help Center. You can reach this section
of the website by clicking on the 'Online Help' link at the bottom of most pages.
To request a copy of your specific Cardholder Agreement if you are a customer of
Credit One Bank, Sign In to your account and click on the 'Request Your Cardholder
Agreement' link at the bottom of most pages.
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What is the current U.S. Prime Rate?
If the Annual Percentage Rate for your credit card account is variable and based
on the U.S. Prime Rate, we use the U.S. Prime Rate appearing in the “Money Rates”
section of any edition of The Wall Street Journal published on the 25th day
of each month. If The Wall Street Journal is not published on that day, then
the U.S. Prime Rate on the next business day will be used. If the U.S Prime Rate
changes, the new rate will take effect on the first day of the following month.
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What career opportunities are available at Credit One Bank?
Click on the 'Careers' link at the bottom of our homepage for a listing of current
job openings available at Credit One Bank along with information regarding our Corporate
Culture & Compensation Programs.
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How do I apply for a Credit One Bank credit card?
You may accept a pre-approved offer that you received in the mail or find out if
you are pre-qualified by clicking on the various links conveniently provided on
our homepage at www.CreditOneBank.com.
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How do I check on the status of my application?
Click on the 'Check the Status' icon on our homepage to check the status of your
mail, telephone or online credit card application.
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May I refer a friend or family member to Credit One Bank?
Certainly. Invite your friends and family to apply for their very own credit card.
Just send them to www.CreditOneFriends.com.
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Can I activate my new credit card online?
No. New cards can only be activated over the phone. To ensure your security, please
call the toll-free activation number printed on the sticker affixed to your new
card within 14 days after you receive your card in the mail.
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What will happen if I don't activate my new credit card?
You'll be unable to use your new credit card for purchases or other transactions
until you activate it by calling our toll-free activation number. Additionally,
your account may be automatically closed if your card is not activated within 14
days after receipt.
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How do I register my account online?
Locate the 'Click here to register' button on the homepage. Click the button to
begin the easy registration process.
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Can I access all of my accounts online if I have more than one account with Credit
One Bank?
Yes. All of your credit card accounts are automatically combined online under a
single username by our system. Once you register one of your accounts, you will
be able to toggle between all of your accounts when you Sign In to Online Account
Access.
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If I've added an Authorized User to my account, can they register for Online Account
Access?
No. All account information is provided within Online Account Access for the primary
cardholder only.
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What is Online Account Access?
Online Account Access allows cardholders to manage their Credit One Bank credit
card account online 24 hours a day, 7 days a week. Key features include: monthly
credit score tracking; b) email and text notifications; c) pending transactions;
d) posted transactions; e) up to 24 months worth of statement information; f) personal
identification number (PIN) requests; and, g) the ability to pick your payment due
date.
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What is Monthly Credit Score Tracking?
Monthly Credit Score Tracking is a service included with Online Account Access which
allows you the opportunity to track your credit score with up to 12 months worth
of data, including a monthly summary of your credit report and important information
about the factors that impact your score.
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What are Pending Transactions?
The Pending Transactions section allows you to view real-time pending transactions
that have been authorized by a merchant, but which have not yet posted to your account.
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What are Email and Text Notifications?
Email and Text Notifications are account-specific notifications which you elect
to receive and are sent directly to your email address or mobile phone. You can
choose to receive notifications if your statement information is available, your
payment has posted, your minimum payment is due, your account is past due, your
account is over the credit limit, your account balance has reached a certain amount,
or your credit score has been updated.
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How do I view up to 24 months worth of statement information?
Online Account Access members are eligible to receive up to twenty-four (24) months
worth of statement information. If you are a new customer we will add new statement
information each month until the display limit is reached.
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How do I request a Personal Identification Number (PIN) online?
Online Account Access members may request a PIN for cash advances at ATMs worldwide
by locating the 'Request a PIN (Personal Identification Number)' link on the 'Update
My Info' page.
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How do I pick my payment due date?
You may change the payment due date to a day that is convenient for you by locating
the 'Pick Your Payment Due Date' link on the 'Update My Info' page.
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Can I check the availability of a particular username?
Yes. On the account registration page you may enter your desired username into the
'Choose New Username' field. Then, just click on 'Check Availability?' to find out
if the username is available.
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What if I forgot my username and/or password, or would just like to change them?
You may easily reset your username and/or password by following the instructions
after you click on the 'Forgot your Username or Password?' link on the homepage.
If you are already signed in, you may click on the 'Update My Info' tab near the
top of most pages. Then, just locate the 'Sign In Credentials' section to proceed.
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What is the 'My Recent Activity' page?
You can think of the 'My Recent Activity' page as your account dashboard. If you
have more than one account with Credit One Bank you can toggle between them by selecting
from the dropdown menu near the top left portion of the page. This page includes
your Account Snapshot, which summarizes your current account information. To pay
your bill, just select from the 'Pay My Bill' tab near the top of the page or the
'Make Payment Online' button within the Account Snapshot. All of your posted transactions
since your last statement are conveniently displayed in the center of the page.
You may view past statement information by selecting from the dropdown menu on the
right side of the page. Furthermore, Online Account Access members have access to
features such as their monthly credit score, real-time pending transactions, email
and text notifications, and much more.
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What is the Account Snapshot?
The Account Snapshot is a concise summary of your current account information and
is available for your convenience on most Online Account Access pages.
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What is my available credit?
Your Total Available Credit is shown on most Online Account Access pages within
the Account Snapshot.
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When is my payment due date?
Your Payment Due Date is shown on most Online Account Access pages within the Account
Snapshot.
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How often is the 'My Recent Activity' page updated?
Updated account information generally appears online as soon as we have received
transaction information from the merchant. Otherwise, the page is updated nightly
as we post transactions to your account.
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How do I view My Statement information?
Your current statement information is shown when you select the 'My Statement Info'
tab near the top of most pages within Online Account Access. Additional statement
information may be available by selecting a particular date from the pull-down 'Select
a Statement' menu available on most Online Account Access pages.
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How many months worth of previous statement information can I view?
You may view information from up to twenty-four (24) months of your most recent
statements. If you are a new customer we will add new statement information each
month until the display limit is reached.
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When will new information from my statement be available online?
Your statement information will become available four (4) days after your cycle
date, unless you did not receive a statement for the last month because you had
a zero ($0.00) balance on your account.
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What is my Annual Percentage Rate (APR) and where can I find this information online?
Click on the 'My Statement Info' tab located at the top of most Online Account Access
pages. The APR for both purchases and cash advances is listed near the bottom of
the page in the 'Rate Summary' section.
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Will I continue to receive a printed statement after I register for Online Account
Access?
Yes. You will continue to receive your printed credit card statement as usual, sent
via USPS First-Class mail.
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How do I dispute a merchant charge?
If you need to dispute a charge on your statement, we must receive your dispute
in writing. It is very important that you provide all information in regard to your
dispute: a) your account number; b) the name of the merchant; c) a detailed explanation
of your dispute; d) the date that the charge was made; and, e) the amount of the
charge. You must also sign your letter. Mail your written dispute to: Credit One
Bank, Attn: Disputes, P.O. Box 98876, Las Vegas, NV 89193-8876.
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How long do I have to dispute a charge once it has posted to my account?
In order to preserve your rights under the Fair Credit Billing Act, you must notify
us in writing of any disputed charge(s) within 60 days of the initial statement
in which the charge occurred.
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When will I receive a response regarding my dispute?
We will respond to your written dispute within 30 days after receipt.
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How do I cancel a dispute?
Contact us at 1-877-825-3242 and advise a representative that you wish to cancel
your dispute. Please mention the reason you would like to cancel your dispute and
ask the representative to notify the Dispute Department.
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How long will it take to resolve my dispute?
The dispute process may take 60-90 days to resolve, but will not exceed two (2)
complete billing cycles.
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What are the differences between an Express Payment and a Standard Payment?
When you choose the Express Payment option your funds will be available sooner (usually
the next business day) and you may make a payment with either your Debit card, ATM
card, or your Bank Account. When you make a Standard Payment, your funds will become
available in about five (5) business days and you may pay only with your Bank Account.
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How do I know if a payment has posted to my account?
Posted payments appear in the 'Posted Transactions Since Last Statement' section
of the 'My Recent Activity' page and the 'Activity Since Last Statement' section
of the 'My Statement' page.
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When will my payment post?
Payments made by 2:00pm (Pacific Time) Sunday through Friday will post that same
day, displaying online the following business day.
Payments made after 2:00pm (Pacific Time) and before 5:00pm (Pacific Time) will
post on the next business night and be back-dated to the actual date received, displaying
online the following business day.
Payments received after 5:00pm (Pacific Time) Saturday through Thursday will post
and display online the following business day.
Payments received after 5:00pm (Pacific Time) Friday and before 2:00pm (Pacific
Time) Saturday will post on Sunday and be back-dated to Saturday and display online
the following business day.
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What if my payment posts after my payment due date?
You will be assessed a Late Fee unless your payment posts on or before your payment
due date.
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Is there a limit to how much I can pay using Pay My Bill?
Yes. The maximum amount you can pay is your Current Balance.
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Is there a minimum allowable payment when using Pay My Bill?
Yes. The minimum allowable payment is $1.00. However, to avoid a Late Fee we suggest
that you pay at least your Minimum Payment Due.
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Is there a fee for making a payment online?
There is no fee charged if you choose to make a Standard Payment. A fee of $9.95
will be charged if you choose the Express Payment option.
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May I still mail my payment even if I'm registered for Online Account Access?
Yes. You can mail your payment along with the payment coupon you received with your
printed monthly statement. However, please note that payments received by mail are
not processed on the following holidays: New Year's Day; Memorial Day; Independence
Day; Labor Day; Thanksgiving Day; or, Christmas Day. Please allow sufficient time
for your payment to arrive. We also recommend that you do not send cash through
the mail.
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May I make a payment using either MoneyGram or Western Union?
Yes. You may send us a payment by using MoneyGram's ExpressPayment service. In addition
to providing your 16-digit Credit One Bank credit card account number, you will
need to provide MoneyGram with our 4-digit Receive Code, 1430. You may also send
us a payment by using Western Union. You will need to provide Western Union with
your 16-digit account number and with our "code city" which is CREDITONEBANK
and our "code state" which is NV. Both MoneyGram and Western Union charge
fees for their services.
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How do I change my mailing address, telephone number or email address?
Sign In to your account and click on the 'Update My Info' tab. For your security,
you must then answer a User Authentication question to proceed. Upon answering correctly,
you will be able to continue and edit your information. You may only make an update
to your contact information once within a 24-hour period.
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When will my mailing address, telephone number or email address change take effect?
Once you submit your change, please allow two (2) business days for us to process
your request.
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Will changing my email address in the 'Update My Info' section update my email address(es)
for Email Notifications?
If you are enrolled in Online Account Access, you must individually add or remove
your email address information within the 'Email Notifications' page itself.
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How do I change my name on my account?
A name change request can only be handled over the phone. Please call us at 1-877-825-3242.
If you are outside the U.S., call 1-702-405-2042.
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May I change my payment due date?
You can change your payment due date to a day that is convenient for you. Just locate
the 'Pick Your Payment Due Date' link on the 'Update My Info' page.
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How can I request a replacement card?
If your card is lost or stolen, please contact us immediately. If your card is damaged,
you may request a replacement card by locating the 'Order a Replacement Card' link
on the 'Update My Info' page. You can also design and order a new card by following
the 'Design My Card' link from our homepage.
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Can I request a PIN (Personal Identification Number) online?
Yes. You may request a PIN for cash advances at ATMs worldwide.
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Can I add an Authorized User to my account?
As the primary cardholder, if your account is eligible to receive a second card
for an Authorized User, you will see an 'Add an Authorized User' link on the 'Update
My Info' page.
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What is Credit Protection?
Credit Protection is an optional debt cancellation program offered with Credit One
Bank credit card accounts.
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What benefits does Credit Protection offer?
In the event of involuntary unemployment or disability, the Credit Protection Program
covers up to six (6) months worth of payments for the primary cardholder and cancels
the full balance in the event of death (up to $10,000).
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How do I request Program benefits?
To activate your benefits, call the Program Administrator toll-free at 1-866-803-1745.
Written correspondence can also be addressed to: Program Administrator, P.O. Box
2296, Roswell, GA 30077.
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What are the requirements when requesting activation of Program benefits?
You must: a) qualify for the benefit based on the criteria in the Credit Protection
Program Agreement; and, b) complete and supply us with any verification information/forms
we may request from you.
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How will the monthly Program charge be billed?
The monthly Program charge is billed to your account and will be shown on your monthly
statement. The charge itself is based on your account balance each month and is
calculated by multiplying the unit cost of the Credit Protection Program ($0.96
per $100, or part thereof) by the New Balance printed on your statement. The total
monthly charge shall not exceed $96, as we only calculate the charge based on balances
of $10,000 or less, which corresponds to the maximum benefit allowance of $10,000.
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How soon after I enroll can I request benefits under this Program?
For involuntary unemployment and disability, you may request benefits after an initial
thirty (30) day waiting period from the effective date of your enrollment in the
Program. There is no waiting period in the event of death.
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After I enroll in the Program, can I terminate my participation?
Yes. You may terminate your enrollment at any time. Additionally, if you are not
completely satisfied with all the benefits, limitations and exclusions, and you
cancel within thirty (30) calendar days of your enrollment date, we will credit
your account for any Credit Protection charges you have paid.
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What steps do you take to ensure your website is secure?
We are committed to data security and use 128-bit SSL encryption technology, the
industry standard for data protection, to ensure that all communications on our
secure website are encoded and protected. Additionally, we follow the guidance of
our Federal banking regulators and employ strong authentication controls and recognized
security standards.
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Are there any times when your website will be unavailable?
Although we strive for continuous up-time, certain functions may be unavailable
from time-to-time due to scheduled system maintenance as we upgrade portions of
our website.
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What do I do if I receive a suspicious email or text message claiming to be from
Credit One Bank?
While we do send genuine communications via email and text messaging, many schemes
exist which attempt to trick consumers into divulging sensitive information such
as an account number, username, password, or Social Security number. If you receive
a suspicious email or text message that you believe to be fraudulent, please forward
it to us at security@creditone.com.
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