Common Security Questions

FAQ(s)

• 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.

• 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).

• There is suspicious activity on my account. How do I report it?

  If you notice fraudulent activity on your account, please contact Customer Care immediately at 1-800-201-4955 (TDD/TTY: 1-800-695-1788).

• 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.
• 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.

• 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.
• 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.

• What is your privacy policy?
  Visit the Privacy page to access our detailed Financial Privacy Policy and Online Privacy Policy.
• I want to manage my account online. Which browser should I use?
  For the best display and functionality of all Account Center features – including making and editing payments – we recommend the latest version of the browsers Microsoft Edge, Google Chrome or Safari.
• 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)