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Personal Credit Card Account FAQs

Find fast answers to common credit card account questions.

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Account FAQs

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  • Can I activate my credit card online?

    Yes, you can activate your credit card online. Enroll or log in to your online account and select Activate Card.

  • How long will it take to receive my credit card?

    Our credit department reviews and approves all requests for additional cards. Upon approval the additional card will be sent. The delivery times will vary depending on your location. However, most cards will be received within 10-14 business days of the original request.

  • Can I have my credit card mailed to a different address?

    If you need your card mailed to an address other than your current mailing address listed on your account, Contact Us.

  • Can I temporarily turn off my credit card if I have misplaced it?
      • Yes, Mastercard® Credit Cards can be temporarily turned off. The card lock/unlock feature provides convenient, self-service control of your account if you have temporarily misplaced your credit card or if, for a limited period of time, you want to prevent yourself from using your credit card or prevent an authorized credit card user from using their credit card.
    • When I lock/unlock my card, when will the change take effect?
      • Immediately
    • What happens when I lock my card?
      • We will send you a confirmation email when the card is locked or unlocked.
      • We will send an email notification if a declined transaction occurs as a result of the card being locked.
      • Locking your card will prevent it from being used for new purchases, ATM withdrawals, cash advances, and online purchases from merchants that have the card on file.
      • To avoid service interruptions, locking your card will not stop recurring transactions (such as subscriptions and gym memberships) that the merchant designates as recurring transactions.  Please note that we do not control how merchants choose to designate these transactions.  Incoming balance transfers will still be processed.
      • If you’ve added your Mastercard® credit cards to a digital wallet, locking your card will prevent it from being used for digital wallet purchases in stores, merchant apps, and online. 
      • When using our lock/unlock service, please communicate with other users on your account as the setting changes you make will apply to all cards with the same account number.
    • What if the lock/unlock feature is not available on my card?
      • The lock/unlock feature is only available to owners on the account. If you don’t see the lock/unlock control, you don’t have access permissions to use this feature.
    • What happens when someone tries to use my card when it’s locked?
      • We will send you an email letting you know that a transaction has been declined. If there are other users on your account, please let them know if you have locked your card because they won’t be able to use their card while it is locked.
    • What should I do if I see a fraudulent charge on my card?
      • Report the fraudulent activity

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

    If you lose your card, Contact Us immediately. We'll block your account and issue you a replacement card. In an emergency situation, such as when you're traveling, we'll get you a temporary replacement card within 24 hours.

  • Can I use my credit card to get cash at an ATM?

    Yes. You can use your credit card at any PLUS System or NETS ATM - 24 hours a day, 7 days a week. All you need is your card and Personal Identification Number (PIN) - the secret code that lets you access your account from an ATM.

    Please Note: Applicable fees may apply. This feature may not be available on some credit card accounts.

  • What privileges will a joint cardmember have on my credit card account?

    A joint cardmember receives a card in his or her name and has the same privileges as the primary cardmember. He or she will also share full responsibility and liability for the account. Adding a joint cardmember to the account is subject to credit review, including a credit report in the name of the person to be added. A joint cardmember must be at least 18 years of age.

    Please note: Joint cardmembers may not be available on some credit card accounts.

  • Can I allow another family member to use my credit card?

    The family member must first be added to your account as an authorized user. Requests to add a family member or other persons to your account as an authorized user can be requested online by selecting Update Authorized Users from the Account Services link on the left navigation menu on the Accounts tab. All requests for additional cards will be reviewed for approval by our credit department.

  • What privileges does an authorized user have on my credit card account?

    An authorized user may make purchases on the account. An authorized user cannot be enrolled online or make changes to the account.

  • What options do I have to make a payment to my account?

    We make it simple for you to make a one-time payment online from any device. Just enroll online or log in and select Payments and Transfers. You may also enroll in AutoPay to make sure your payment is made on the due date or a date of your choice that works for you as long as your payment is made on time. If you prefer not to make a payment online, you may send your payment to us by mail or by phone. Visit our Contact Us center to find where to send your payment, or to contact a 24/7 representative.

  • Where do I send my credit card payments by mail?

    Please send your credit card payments to:


    Bankcard Payment Processing
    1620 Dodge Street
    Omaha, NE 68197-2210

  • Where do I send an overnight credit card payment?

    Please send your overnight credit card payment to:


    Bankcard Payment Processing
    Attention: Express Payments
    1620 Dodge Street
    Omaha, NE 68197-2210

  • Can I pay my credit card bill online?

    You can pay your credit card bill online free of charge up to 30 days in advance. Credit card payments are posted to your account on the same day if they're submitted before 5:00 p.m. CT. Payments made after 5:00 p.m. CT but before 11:59 p.m. CT, will be processed the next business day. You will receive credit for the date of the payment.

  • How do I send a wire transfer for payment to my credit card account?

    Please provide the following information to the bank making the transfer:

    1. Our bank name and address:
      Cardmember Services Payment Processing
      1620 Dodge Street
      Omaha NE 68197
    2. Our bank phone number: 1-800-688-7070
    3. Our ABA routing number: 104000016
    4. Your name as it appears on your card
    5. Your credit card number

    The wire transfer must be received prior to 5:00 p.m. Central Time to post to your credit card account the same day. Payments received after 5:00 p.m. Central Time or on a weekend/holiday will be applied to your account on the next business day.

  • Will my online payment post to my account today?

    Credit card payments are posted to your account on the same day if they're submitted before 5:00 p.m. CT. Payments made after 5:00 p.m. CT but before 11:59 p.m. CT, will be processed the next business day. You will receive credit for the date of the payment.

  • Can I change or delete my online payment once I've submitted it?

    Yes. You may delete or change a current pending payment prior to 5:00 p.m. Central Time on the day the payment will post. After 5:00 p.m. Central Time, payments posting that night cannot be changed or deleted.

  • How far in advance can I make an online payment to my credit card?

    You can pay your credit card bill up to 30 days in advance.

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