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Frequently Asked Questions (FAQs)

  • 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 only remember up to 10 device and location combinations
  • Why won't my user name and password work?
    To sign in, you must register for online access to Account Center. Forgot your username or password, or got locked out? Follow the provided links to recover your username or reset your password. You can also pay a bill without signing in with Comenity's EasyPay. If you still need help, call Customer Care at 1-888-866-8932, TDD/TTY: 1-800-695-1788.
  • I am locked out of my Account. What do I do?

    If there have been multiple unsuccessful attempts to sign into your account, we will temporarily suspend your online account access for your security. We will send an email with instructions to the email address we have on file for your account.

    If you were locked out because you forgot your username and/or password, visit Forgot Username or Password to reset your information so you can sign in. You can also pay a bill without signing in with Comenity's EasyPay.

  • Why should I select "Remember Me" when I sign in?
    Your convenience is important to us. Checking the "Remember Me" box means we will remember and automatically fill in your username the next time you visit. To protect your account security, we'll still ask you to enter your password each time you sign in. For your protection, we suggest checking the "Remember Me" box only from personal, not public, devices.

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Customer Care
1-888-866-8932
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