Customer Service FAQs

Balance Transfers

• Can I transfer balances from my other card issuers to my Account?

Yes, if your Account has a balance transfer offer available. After you have logged in to your Account, click "Submit a Balance Transfer" from the Customer Service tab. You may transfer balances from an Account at another issuer to your credit card.

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• How will I know if my transferred balances have been processed?

If you have registered for Online Account Access, you may view your transferred balances online by clicking on the Statements tab and viewing your recent transactions. Also, your statement will reflect your transferred balances.

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• Will my other Accounts close automatically when my balances are transferred?

No. If you want to close those Accounts, you must contact the other card issuers.

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Credit Limit Increase

• Can I request a credit limit increase online?

Yes. After you have logged in to your Account, click on "Request a Credit Limit Increase", and complete the request form. You will be notified of the credit limit increase decision by email and a letter will be sent to your mailing address explaining the decision. If you prefer, you may contact a Customer Service representative at the number on the back of your card. (This service may not be available for all Accounts.)

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Personal Identification Number (PIN)

• Will I receive a Personal Identification Number (PIN)?

Yes. After your card has been activated, you may be eligible to self-select your own PIN. If you choose not to self-select a PIN, or you are not eligible to self-select a PIN, a PIN will automatically be sent to you.

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• What is the difference between a PIN (Personal Identification Number) and my Account password?

Your PIN is a four-digit number that allows you to obtain cash from an ATM. Your Account password allows you to access your Account information online.

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• How do I request a PIN to obtain a Cash Advance?

You can select your own PIN at any time. Simply log in to your Account, if you are not already, and click "Request a PIN" from the Customer Service tab. We will call you back immediately at the phone number you provide and allow you to securely select your own PIN. To better assist you with PIN selection, it will be necessary to provide the same home or work phone number associated with your Account.

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• Can I use my card to get cash?

You may obtain cash at over 1 million banks and ATMs worldwide.

• For MasterCard® ATM locations call 1-800-4-CIRRUS.
• For American Express® Cards in the United States or Canada, call 1-800-CASHNOW or visit the American Express® Cards ATM Locator at go.mappoint.net/gns.

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Change Name on Account

• Can I change my name on my Account online?

In most cases, yes. You may change the middle initial and last name of your Account online if the change is the result of marriage or divorce. If the name change is because of any other reason please contact Customer Service at the number on the back of your credit card.

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Updating Contact Information

• Can I change my mailing address, email address and phone number online?

Yes. After you have logged in to your Account, click on "Update Contact Information" from the Personal Profile tab to make the necessary updates.

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Add Authorized User

• Can I add an authorized user online?

Yes. After you have logged into your Account, click on "Add an Authorized Card User" from the Customer Service tab, and provide the name of the authorized user you would like to add. (This service may not be available for all Accounts.)

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Update Security Questions

• Can I update my Security Questions?

Yes. After you have logged in to your Account, please complete the "Update Security Questions" form to change the answer to one or both of the security questions.

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Update Alert Preferences

• How do I change my Email Alert and Email Special Offer settings on my Account?

After you have logged in to your Account, click on "Change Alert Preferences" from the Personal Profile tab to turn any of your Email Alerts or Email Special Offer settings on or off.

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Contact Customer Service

• Where do I find contact information for Customer Service?

To contact Customer Service, please click on the "Contact Us" link at the top of the page.

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• What should I do if my card is lost or stolen?

Immediately contact a Customer Service representative at , to report that your card is lost or stolen.

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• What number do I call for technical difficulties?

If you're having trouble accessing your Account information online, please contact us at . Our hours of operation are 8am-12am Eastern Time Monday-Saturday.

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Replacement Cards

• Can I request a replacement card online?

Yes, this service is available if your card has been damaged or destroyed. After you have logged into your Account, click on "Order a Replacement Card" from the Customer Service tab.

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Lost/Stolen Card

• What should I do if my card is lost or stolen?

Immediately contact a Customer Service representative at , to report that your card is lost or stolen.

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Electronic Consent

• How do I make updates to my Electronic Disclosure Consent?

To notify us of your new email address, withdraw your consent, or to request a disclosure or Account information in paper form, please call Customer Service at the number on the back of your card or write us at:



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Trouble Logging In

• Who can tell me what my Login ID and/or Password is?

For security reasons, you are the only one who will have access to your Login ID or Password for your personal Account information. Therefore, you will be unable to obtain this information by calling Technical Support. Please (click on) Forgot Login ID/Password if you do know it.

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• Why is the Forgot Login ID/Password screen not accepting my Account number?

If you were not previously registered for Online Account Access, you will get a message that the Account number is not recognized. Please return to the home page and register your Account as a new user.

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• I do not have the Signature Panel Code Account information required to enter on the Forgot Login ID screen. What should I do?

You can obtain the security code information from your credit card. If you do not have your credit card or you cannot read it, please contact Customer Service. You can obtain the phone number by clicking on the Contact Us link at the top of this page.

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