Payments

Frequently Asked Questions (FAQs)

• My payment is due today. What's the latest I can make an online payment and not be charged a late fee?
  To avoid a late fee, you must pay at least the minimum amount due before 8PM EDT, on or before the due date.
• Why can't I change my Payment Due Day?
  Why can't I change my Payment Due Day? Only Accounts that are in good standing and for which the Payment Due Day has not been changed in the last 12 months are eligible for changes to Payment Due Day. For more information, please contact Customer Care through Secure Message Center or by calling 1-866-534-4180 (TDD/TTY: 1-888-819-1918).
• How do I change my Payment Due Day?
  If your Account is in good standing, you may change your Payment Due Day to one of the day options provided on the My Profile Payment Due Day page. Although there is no fee for changing the Payment Due Day, there is a limit to the frequency with which you may make a change. Please note that changing your Payment Due Day will not change the dates of any previously scheduled One-Time Payments. To edit any scheduled One-Time Payments, please visit the Payments page.
• I changed my Payment Due Day - but Account Center isn't showing my new date. Help?
  When you make changes to your Payment Due Day, it can take up to two statements before the change becomes effective. For that reason, you will not see the change on Account Center until then. Still need help? Please contact Customer Care through Secure Message Center or by calling 1-866-534-4180 (TDD/TTY: 1-888-819-1918).
• Can I make a payment anytime—even weekends or holidays?
  Of course. Payments are accepted online any time of day, any day of the year.
• Can I make an online payment from a bank outside the U.S.?
  Not at this time. However, if you are outside of the U.S., it may be possible to make an electronic payment. For additional details, please send us a message via Secure Message Center or call Customer Care at 1-866-534-4180 (TDD/TTY: 1-888-819-1918).
• I want to make an online payment. What information do I need?
  Please have your checking account number and bank routing number available. For your convenience, this information will be securely stored for future payments. You may update this information any time. Make a payment now. Not signed in? Sign in now.
• My payment is due today. If I pay online today, will my payment be processed with today's date?
  Online payments submitted before 8PM EDT can be credited to your account today. Online payments submitted after 8PM EDT will be credited the following day (or on your future scheduled payment date). Please note that it may take up to two business days to complete the financial transfer from your personal bank account to your GEM ACCOUNT credit card Account.
• How do I schedule the date I want my payment withdrawn from my bank account?
  When making an online payment, you will select the date the payment will post to your GEM ACCOUNT credit card Account. It may take up to two business days to complete the financial transfer from your personal checking account to your GEM ACCOUNT credit card Account.
• Is there a fee for making a payment online?
  No, there is not a fee charged for making online payments.
• Can I use my debit card to make a payment in Account Center?

  We're sorry, at this time, debit cards cannot be used to make online payments in Account Center. To make an online payment, you must enter your checking account number, which is not the same as the number on the front of your debit card. Ask your bank for your checking account number, or look for it on the bottom of a check or on your monthly bank statement.

  

• How can I delete a scheduled payment?

  If funds have not yet been transferred from your bank account, you may be able to delete a scheduled payment—depending on when and how you make your request:

  By Mail or Account Center's Secure Message Center:
  6:00 PM ET (Eastern Time), at least 3 business days before the scheduled payment date.
  Need help? Contact us.

  
  

  Through Customer Care:
  7:59 PM ET (Eastern Time), at least 3 business days before the scheduled payment date.
  Need help? Contact us.

  
  

  Account Center Online:
  11:59 PM ET (Eastern Time), on the day of your scheduled payment date.
  To make a request, visit the Payments page, then tap or click the edit pencil located next to the scheduled payment you wish to delete.

• How do I edit or delete a stored checking account?
  You can edit or delete your stored checking accounts by visiting the My Profile page. Please note, a checking account cannot be deleted if it is currently attached to a Scheduled Payment. However, as long as the payment is not processing, you may update/edit the account information and then delete the old one. Not signed in? Sign in now.
• I haven't made a payment this month. Why is there no minimum amount due?
  The minimum payment due may be affected by recent merchandise returns or charge disputes. If you'd like to make a payment or if you have questions about your bill, contact Customer Care at 1-866-534-4180 (TDD/TTY: 1-888-819-1918).
• What is a pending payment?
  Any payment scheduled but not yet posted to your account.
• When will my online payment be withdrawn from my bank account?
  It may take two additional business days to complete the funds transfer. A successful funds transfer results in one ACH electronic debit from your bank account and a payment to your GEM ACCOUNT credit card Account for the payment amount you've specified.
• I made an online payment. When will my Available Credit be updated?
  Your available credit will be adjusted as soon as possible for same-day or next-day payments made online. This may mean an immediate update; however, the availability of funds may be delayed at Comenity Capital Bank's sole discretion to ensure payment clearance.
• I am preparing to leave the country, how can I pay my account while I am traveling?

  Thank you for letting us know. We've set up safeguards to protect your account while you're in certain areas outside of the US. To manage your account while out of the country, here are a few options to make secure payments:

  • Schedule payments ahead of time online or over the phone.

  • Your card may have a customer service collect number on the back. You may make a payment over the phone by calling this number. Please note that data rates may apply.

  • Access your account center site by using VPN via US server.

  • Set up automatic payments through your banking institution.

  • Have an authorized third party (i.e., friend or family member) in the U.S. make payments on your behalf.