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Coronavirus (COVID-19) Updates for Impacted Card Members

Coronavirus (COVID-19) Updates for Impacted Card Members

At Credit One Bank, our top priority is the health and well-being of our card members, employees, associates, and all the communities that we serve. We understand the concern and uncertainty you may be experiencing surrounding the coronavirus (COVID-19) outbreak, and we are committed to being responsive to your needs as this situation evolves.

Rest assured, we remain open for business, yet our call centers have been experiencing extremely heavy call volume. Therefore, wait times are significantly longer than normal. We strongly encourage you to access your accounts online or by utilizing our mobile app. While automated account information is generally available 24 hours a day, our call center hours are being adjusted effective March 23, 2020 and will be staffed by live agents from 5 a.m. - 7 p.m. Pacific Time.

You may access and manage your accounts online by signing in or setting up Online Account Access on our homepage, or by using the Credit One Bank mobile app which can be downloaded from the Google Play Store or Apple App Store. Key features include: Posted Activity; Pending Activity; Pay Bill; Offers; Credit Score; Documents & Statements; Customer Service; and, Settings. In most cases it’s easier to manage your credit card accounts online or by using our app on your mobile device, as call wait times are longer than normal.

Credit One Bank’s coronavirus (COVID-19) Frequently Asked Questions (FAQs)

General ( 2 )

  1. If I call Credit One Bank, should I expect longer than normal wait times?

    Yes. With the global impact of the coronavirus (COVID-19) outbreak continuing to unfold, the health, safety, and well-being of our card members, employees, associates, and communities we serve is our top priority. As we address the needs of all our card members, including those impacted by the COVID-19 outbreak, call wait times will be longer than normal. In an effort to give you the best experience possible, we encourage you to take advantage of our Online Account Access or mobile app.

    Sign in online or to the  Credit One Bank Mobile app which can be downloaded from the Google Play Store or Apple App Store to access your account online 24/7 in order to:

    • Check your balance
    • View recent transactions
    • Make payments

  2. Are there other ways I can access my account?

    While you may still call the number listed on the back of your card, we strongly encourage you to access your accounts online or by utilizing our mobile app at this time. You may access and manage your accounts online by signing in or setting up Online Account Access on our homepage or by using the Credit One Bank Mobile app which can be downloaded from the Google Play Store or Apple App Store

Online Account Access ( 5 )

  1. How do I access my credit card account information online?

    Select 'Set Up Online Account Access' on the homepage to get started.

  2. What if I can't remember my username and/or password?

    Select the 'Forgot Username / Password?' link on the homepage to reset your username and/or password.

  3. What is the 'Overview' page?

    The 'Overview' page is your account dashboard. This page includes the Current Snapshot, which is an up-to-date summary of your account information. To pay your bill just select the 'Pay Bill' button in the Current Snapshot (or in the site menu or near the top of most pages). The Posted Activity and Pending Activity sections are the main components of this page. A summary of your Credit Score and Credit Score History are also displayed if you've elected to access your free Credit Score online.

  4. What is Pending Activity?

    The Pending Activity section allows you to view real-time pending transactions that have been authorized by a merchant, but have not yet posted to your account. You may also view pending payments which are in process and have not yet posted to your account.

  5. What is Posted Activity?

    The Posted Activity section shows all transactions that have been posted to your account including any payments and credits. You may select from transactions which have posted to your account since your last statement date, or you may select from prior statement dates.

Pay Bill ( 4 )

  1. How do I know if a payment has posted to my account?

    Posted payments appear in the 'Posted Activity' section of the 'Overview' page.

  2. When will my payment be applied to my balance?

    To avoid a late fee, please make your payment by 5:00 p.m. Pacific Time on your payment due date. Payments received by 5:00 p.m. Pacific Time will be credited to your account that same day but may not display online for up to 3 days.

    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.

  3. Is there a fee for making a payment online?

    There is no fee charged if you choose the Standard Payment option. A fee of $9.95 will be charged if you choose the Express Payment option.

  4. What are the differences between an Express Payment and a Standard Payment?

    With Express Payment, you receive live representative assistance for a fee of $9.95 and as a complimentary benefit, you also have quicker access to Available Credit. With Standard Payment, you do not receive live representative assistance and there is no fee. When you choose the Express Payment option and pay with a debit/ATM card, your available credit will increase the next day for payments made by 2:00 p.m. (Pacific Time) Sunday - Friday. Your available credit will increase within 2 days for payments made by 2:00 p.m. Saturday. If an Express Payment is made from a Bank Account, your available credit will reflect the first $100 of your payment the next day for payments made by 2:00 p.m. (Pacific Time) Sunday - Friday. The balance of your payment will increase your available credit within 7 days. For payments made by 2:00 p.m. (Pacific Time) on Saturday, your available credit will reflect the first $100 of your payment within 2 days and the remaining balance of your payment will increase your available credit within 7 days. If Saturday is the last day of the month, payments made on the preceding Friday by 2:00 p.m. (Pacific Time) will increase available credit on Sunday and for payments made on the following Sunday before 2:00 p.m. (Pacific Time) available credit will increase on Tuesday.

    The Standard Payment option is available only with a Bank Account and your Available Credit will increase within 7 days.

    Security measures may delay increase to Available Credit.

Credit Protection ( 2 )

  1. What is Credit Protection?

    Credit Protection is an optional program that provides benefit payments in the event the primary card member experiences involuntary unemployment, disability, or loss of life.

  2. How do I manage open benefits(s) or view prior benefits?

    To view your benefit history, sign in to your account online and select 'Settings' in the site menu or at the top of most pages. Then, locate 'Credit Protection' to get started.

Protecting Yourself Against Fraud

  • Watch out for "Phishing" emails or text messages, from entities pretending to be your trusted financial institution
  • Beware of deceptive apps; download only known and trusted apps from the Google Play Store or Apple App Store
  • Use your credit card only at trusted merchants, and secure and trusted online stores
  • Beware of fake Covid-19 tracker apps; Do not download unless you trust the source
  • Use caution when solicited to earn cash by "working from home"; Do your homework before signing up

You can find more details in our full FAQs section. If you need to contact us via telephone, wait time times will be significantly longer than normal. Please use our Online Account Access or mobile app if possible to service your account.

Check out some of our videos for helpful information and resources about how to use our mobile app, make payments, and more.

Please continue to check this page for relevant and timely information as this pandemic situation evolves.

For additional information about the coronavirus (COVID-19), visit the Centers for Disease Control official 'Coronavirus Disease 2019' page at: https://www.cdc.gov/coronavirus/2019-ncov/index.html.