Payments

Frequently Asked Questions (FAQs)

• What's the latest I can make a payment online without getting charged a late fee?

  To avoid a late fee, your payment must be successfully submitted by 8PM EDT, on your due date.

• Can I make online payments on weekends and holidays?

  Yes, you can make online payments 24 hours a day, 7 days a week.

  To avoid a late fee, your payment must be successfully submitted by 8PM EDT on or before your due date.

• I changed my payment due day. Why isn't the change reflected when I check my account online?
  It can take up to two statement periods before the changes to your due day take effect. Your GEM ACCOUNT credit card account will not reflect the changes until they've been officially processed.
• How do I change my payment due day?
  If your account is in good standing, you may change your payment due day every 12 months by selecting Change Due Day in the My Profile section, or visiting this

  page

  .

  You'll be able to choose from a list of available days during each month for your credit card account. Once you choose a new day, it can take up to two statements for the changed due day to be reflected.

• Why don't I have the option to change my payment due day?
  To change your payment due day, your account must currently be in good standing. Payment due days can only be changed once every 12 months and can be modified in the My Profile section.
• Can I make an online payment from a bank located outside of the U.S.?

  At this time, we are unable to process online payments from banks located outside of the U.S.

  If you are outside of the U.S. an electronic payment may be possible.

  For more information, please send us a message through Secure Message Center or call Customer Care at 1-866-534-4180 (TDD/TTY: 1-888-819-1918).

• I want to set up online payments. What information do I need to provide?

  You'll need to choose an amount to pay and a payment date, in addition to providing your bank account number and routing number to set up online payments.

  In the Checking Accounts section of My Profile, select Add an Account to enter new checking account information. You can also begin to make a payment and add a checking account during this process.

• My payment is due today. If I make my payment online today, will it be processed with today's date?

  For your payment to be processed with today's date – and to avoid a late fee – make sure to submit your online payment before 8PM EDT.

  To avoid a late fee, your online payment must be successfully submitted by 8PM EDT on your due date.

• Can I schedule when the funds will be withdrawn from my bank account?
  Due to variations in processing times, we cannot guarantee the date the funds will be withdrawn from your checking account. Please allow up to two business days after your online payment has processed for the funds to be withdrawn from your bank 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 an online payment?

  We're sorry, but at this time we are unable to accept debit cards as a method for making online payments.

  Online payments can be made using your checking account number and routing number.

  You can manage your stored checking accounts online by going to Checking Accounts in the My Profile section. You can also begin to make a payment and add a checking account during this process.

  

• What's the deadline to cancel a scheduled payment?

  The deadline to cancel a scheduled payment varies by payment method:

  • Deadline to cancel online:
    7:59 p.m. Eastern Time (ET) on your scheduled payment date

  To cancel your scheduled online payment, visit the Payments section.

  • Deadline to cancel by mail or through Secure Message Center:
    6:00 p.m. Eastern Time (ET) at least three business days before the scheduled payment date
  • Deadline to cancel by phone with Customer Care:
    7:59 p.m. Eastern Time (ET) at least three business days before the scheduled payment date
• How do I edit or delete a stored checking account?

  You can edit or delete a stored checking account by visiting the My Profile page.

  Please note that any checking account associated with an upcoming scheduled payment cannot be deleted.

  You will not be able to edit any checking accounts associated with a payment that is currently being processed.

• I haven't made a payment this month. Why is there no minimum payment due?
  Recent merchandise returns or charge disputes can affect your minimum payment due. You can review your statement or transaction history by visiting the Transactions and Statements tabs.
• What does it mean when one of my payments is listed as "processing"?
  A payment with the status "processing" is in the process of being posted to your account. Payments that are processing can no longer be edited or cancelled.
• When will my online payment be withdrawn from my bank account?
  Please allow up to two additional business days after your online payment has processed for the funds to be withdrawn from your bank account.
• 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'm preparing to take a trip outside of the U.S. How can I ensure my account is paid on time?

  Thank you for making sure your account is paid on time while you're outside the U.S. There are several ways you can make sure you don't miss a payment:

  • Schedule your payment up to 30 days in advance online by visiting the Payments (link) section.
  • 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.
  • Set up automatic payments through your banking institution.
  • Access your account online while you're outside the country using VPN through a U.S. server.
  • Designate a family member in the U.S. as an authorized third party and have them make your payments for you while you're outside the U.S.