Return to all help topics

Privacy and Security

Frequently Asked Questions (FAQs)

  • What steps are being taken to protect my information?

    Protecting your privacy and account security is our top priority — that's why we use the latest encryption technology.
    To learn more about the security measures we use to safeguard your account, visit our Security page.
    If you would like to learn more about protecting yourself from identity theft, please visit the Federal Trade Commission (FTC) Identity Theft website.

  • What should I do if my credit card account information has been lost or stolen?

    If your credit card account information has been lost or stolen, please report it immediately to Customer Care at 1-800-201-4955 (TDD/TTY: 1-800-695-1788).

  • What is internet security and what are you doing to protect me?
    Internet security is a broad term used to describe how to prevent others from accessing, copying, or redirecting information sent to you. Visit our Security page to learn more about the security measures we use to safeguard you and your account.
  • I'm afraid of internet and email fraud. How am I protected?
    Protecting your privacy and Account security is important to us, which is why we use encryption technologies. Visit our Security pages to learn more about the security measures we use to safeguard you and your Account. Get Federal Trade Commission (FTC) tips on minimizing your risk.
  • I want to review my account online. Which browser should I use?
    For the best display and functionality, we recommend the latest version of any of the following browsers: Microsoft Edge, Google Chrome or Safari.
  • What is your privacy policy?
    Visit the Privacy page to access our detailed Financial Privacy Policy and Online Privacy Policy.
  • How often should I update my password?

    We recommend that you update your password every six months to help protect your account's security and privacy.
    To update your password and manage your personal information, visit the My Profile section.

  • Why should I select "remember my device?"
    Your privacy is important to us. When you sign in with a new or unrecognized device, we make sure it's you by sending a security code to your mobile phone or email address on file. "Remember My Device" lets you skip this step. We can remember up to 10 of your personal devices, such as phones, tablets, etc. For your protection, we suggest remembering only personal, not public, devices.
  • 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
  • What is phishing and how do I protect myself from it?

    Phishing is an illegal method of attempting to obtain your personal information for fraudulent purposes. This can occur via email, text messages, voice calls and other methods. Always use extreme caution when you receive any unsolicited requests for your personal information.

    We will never contact you via phone, email or text message to request sensitive information. If you're ever suspicious of an attempt to obtain information regarding your EXPRESS Credit Card account, contact Customer Care immediately at 1-800-201-4955 (TDD/TTY: 1-800-695-1788). Visit our Secure Communication page to learn more about how to protect your information.

  • Why would Comenity Bank or EXPRESS call, text or email me about my account?

    Comenity Bank or EXPRESS may contact you via call, text or email:

    • If your account is past due
    • In response to account questions or concerns
    • With marketing and servicing emails

    We will never contact you via phone, email or text message to request sensitive information. If you're ever suspicious of an attempt to obtain information regarding your EXPRESS Credit Card account, contact Customer Care immediately at 1-800-201-4955 (TDD/TTY: 1-800-695-1788)

  • Why do you need to know my income?

    Federal law requires us to consider your income before authorizing a credit limit increase. Keeping your income information up to date also makes it easier for us to consider your eligibility for a future credit limit increase.

  • Why do you need my Social Security Number (SSN)?

    Federal law requires that we use your SSN to verify your identity. We also use your SSN to obtain credit bureau information.

All Help Topics

Find help fast. Choose a topic below for answers to some of the most frequently asked questions.

Can't find what you're looking for?

Registered accountholders can send us a message via Secure Message Center. Not yet registered? Register now.
Access Secure Message Center

Contact Us

Customer Care
1-800-201-4955
TDD/TTY
1-800-695-1788
Customer Care Hours
  • Monday - Saturday
  • 8am - 9pm ET.
  • Closed Sundays
  • 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 Bank
    PO Box 182273
    Columbus, OH 43218-2273