Using the Customer Portal

How do I access my Customer Portal account?

You can access your Customer Portal account on the web or in the Credit Acceptance Mobile App (“Mobile App”).

On the web (scroll down for Mobile App instructions):

1. Open a Web Browser. See below for a list of recommended browsers:

   • Internet Explorer or Safari (version 9 or higher)
   • FireFox (version 38 or higher)
   • Chrome (version 28 or higher)

2. Go to www.creditacceptance.com.

3. Sign in.

   • Click ACCOUNT SIGN IN.

     

   • Enter your email and password, then click SIGN IN.

     

In the Mobile App:

• Download the Credit Acceptance Mobile App by visiting the Apple App Store (for iPhone) or Google Play (for Android).

How do I create a Customer Portal account?

On the web (scroll down for Mobile App instructions):

1. Click on ACCOUNT SIGN IN, then click Sign up now.

   

2. Enter your account number and date of birth or your Social Security Number (SSN) and date of birth, then click ENROLL.
   Desktop View:
   
   OR
   
   Mobile View:
   
   OR
   

   • If the following screen appears, select your role and click CONTINUE:

     

     Note: Customers using iPhones can download the Mobile App by clicking the banner at the top of the page.

     

3. Enter your Personal Email Address, and Phone Number, then click NEXT.
   Desktop view:

   

   Mobile view::

   

4. Review and accept the Terms of Use and the Terms and Conditions.

   • You must scroll to the end of the Terms and Conditions to enable the I AGREE and ACCEPT & CREATE buttons.

     1. Review and accept the Terms of Use.
        Not Reviewed Entirely:

        

        Reviewed Entirely:

        

     2. Review and accept the Phone, Text, and Email Terms and Conditions.
        Desktop View, Reviewed Entirely:

        

        Mobile View, Reviewed Entirely:

        

        Note: Clicking ACCEPT & CREATE ACCOUNT will trigger a verification email to be sent to their email account. They will need to verify their email address before their next login.

5. Enter the verification code sent via email and click Verify Code.

   

6. Wait for the auto-click functionality to advance past the Email Address Verification Successful screen. If the screen pauses, you can click CONTINUE to advance to the next screen.

   

   Note: Once the validation is complete, the Create New Password screen will appear.

   

In the Mobile App:

1. Open the Credit Acceptance Mobile App and click Create Account.

   

2. Select whether you will enroll by using your Social Security number or account number.
   

   • If enrolling with your account number, enter your Credit Acceptance account number, your date of birth, and click Next:

     

   • If the following screen appears, select your role and click Next.

     

   • If enrolling with your Social Security number, enter your full Social Security number and date of birth, then click Next.
     

     1. Click the information button next to Social Security Number for more information on how your SSN is used by Credit Acceptance:

        

     2. If there are multiple vehicles that match the information entered, select a vehicle to create your account and click Next.

        

   • Confirm the vehicle on the next screen and click Next.

     

3. Enter your email address and click Next.

   

4. Enter your phone number, phone type, best time to call, and click Next.

   

5. Scroll through to review and accept the Terms of Use by checking the box and clicking I Agree.
   Note: The I Agree button will remain grayed out until you scroll through the entire text.

   

   

   

6. Review and accept the Phone, Text, and Email Terms and Conditions by checking the box and clicking Accept & Create Account.
   Note: Clicking Accept & Create Account will trigger a verification email to be sent to your email account.

   

   

7. Access your email to retrieve the verification code.

   

8. Enter the verification code in the Mobile App and click Verify Code. Doing so will take you to a Create a Password for your Account screen.

   

9. Enter the new password and click Continue to log in to the account.
   

   • The following screen will appear to confirm that the password was successfully created:

     

10. Click Set Up Face ID or Set Up Biometrics after accepting the Terms and Conditions and follow the prompts to enable biometrics sign-in on the Customer Mobile App.

    • Setting up face ID (iPhone):

      

    • Setting up fingerprint ID (Android):

      

    • If you select Skip For Now, you can set up biometrics at a later time by following the steps for My account is already set up. How do I enable face ID or fingerprint ID to log in to my account on the Customer Mobile App?

    • If enabling face ID, click OK on the pop-up window to enable the Customer Mobile App to complete biometrics setup.

      

      Note: If you select Don’t Allow, the setting will be disabled on your device. Access your device’s settings to allow access to biometric authentication.

      

    • If enabling fingerprint ID, follow the prompts to complete fingerprint ID setup.

      1. If you receive a pop-up window informing you that biometrics are not enabled on your device, access your device’s settings to allow access to biometric authentication.

      2. If both PIN and biometrics authentication are disabled on the Android, the following pop-up window will appear:

         

      3. If only biometrics authentication is disabled on the Android, the following pop-up window will appear:

         

    • Sign in with Biometrics will now be an option on the login screen. 4. Biometrics enabled on iPhone:

      

      5. Biometrics enabled on Android:

      

      Note: If you manually sign out of the Customer Mobile App on an Android, you will need to log back in using your email and password the next time you access the app.

    • If you do not access the Customer Mobile App for 90 days, your biometric login will expire and will be disabled (the popup will reference fingerprint for Android and face ID for Apple).

      

11. Click Enable Push Notifications on the Set Up Push Notifications screen to enable Mobile App push notifications.

    

How can I log in to view my Customer Portal account?

On the web (scroll down for Mobile App instructions):

Make sure you have created a Customer Portal account first. To create an account, follow the steps in How do I create a Customer Portal Account?

1. Click on ACCOUNT SIGN IN.

1. Enter your email and password, then click SIGN IN.

In the Mobile App:

1. Open the Credit Acceptance Mobile App and enter your email and password or use biometrics to log in.

   • Refer to My account is already set up. How do I enable face ID or fingerprint ID to log in to my account on the Customer Mobile App? for more information on enabling biometrics to log in to your account.

     

   • If you want your device to remember your email for your Mobile App login, check the box for Remember Me.

     

   • If you want to view your password as you enter it, click the eye icon.

     

   • If the following screen appears after attempting to log in, click Retry to re-enter your credentials to log in.

     

2. Review your account information.

   

I forgot my Customer Portal account password

On the web (scroll down for Mobile App instructions):

1. Click the Forgot Password? Link, located under the SIGN IN button.

   

2. Enter your email and click SEND VERIFICATION CODE to receive a verification code.

   

3. Enter the verification code and click VERIFY CODE.

   

4. Type in a new password and click CONTINUE.

   

In the Mobile App:

1. Open the Credit Acceptance Mobile App and click the Forgot your password? Link.

   

2. Enter your email address and click Next.

   

3. You will need to retrieve the validation code sent to your registered email address, enter it in the field below and click Verify Code.

   

4. Create a new password for your account and click Change Password.

   

I forgot my Customer Portal account email OR I cannot access the email registered to my Customer Portal account OR I used to log in with my Customer Portal account username and cannot remember what email is on file

On the web (scroll down for Mobile App instructions):

1. Click Forgot Email?

   

2. Enter your account number and date of birth, then click NEXT.
   

   • If the following screen appears, select your role and click CONTINUE:

     

   • Use the email displayed to sign in or change your Customer Portal login email address.

     

In the Mobile App:

1. Click Forgot your email?

   

2. Enter your account number and your date of birth, and then click Next.
   

   • If the following screen appears, select your role and click Next:

     

3. The Mobile App will display the current email address on file. You have the option to sign in with the current email or to change the login email.
   Note: Changing the login email in the Mobile App will require you to log in with the new email address..

   

My account is already set up. How do I enable face ID or fingerprint ID to log in to my account on the Customer Mobile App?

You can enable biometrics to log in to your account on the Customer Mobile App through the Profile Settings screen.

1. Click the profile icon on the Welcome screen of your account to access the profile settings.

   

2. Click Face ID Login (iPhone) or Biometrics Login (Android) on the Profile Settings screen.

   • Profile Settings screen on iPhone:

     

   • Profile Settings screen on Android:

     

3. Toggle the Face ID or Fingerprint ID option to On.

   • Face ID Login screen (iPhone):
     

     1. If enabling face ID, click OK on the pop-up window to enable the Customer Mobile App to complete biometrics setup.

        

   • Biometrics Login screen (Android):

     

   • If you receive a pop-up window informing you that biometrics are not enabled on your device, access your device’s settings to allow access to biometric authentication.

   • If both PIN and biometrics authentication are disabled on the Android, the following pop-up window will appear:

     

   • If only biometrics authentication is disabled on the Android, the following pop-up window will appear:

     

     You can now log in to the Customer Mobile App by using biometrics.

   • Biometrics enabled on iPhone:

     

   • Biometrics enabled on Android:

     

     Note: If you manually sign out of the Customer Mobile App on an Android, you will need to log back in using your email and password the next time you access the app.

   • If you do not access the Customer Mobile App for 90 days, your biometric login will expire and will be disabled (the popup will reference fingerprint for Android and face ID for Apple).

     

Why am I being asked to verify my account?

The website is set up to secure your information. Follow the verification process documented in the How do I create my Customer Portal account? section.

How do I change the email address used to log in to the Customer Portal?

Note: Changing the login email in the Mobile App will require you to log in with the new email address.

On the web (scroll down for Mobile App instructions):

1. Click Forgot Email?

   

2. Enter your Account Number and date of birth, then click NEXT.

   • An Authorized Third Party is not able to update their log in email address and will need the customer to resend the invitation email to the new email address.

     

   • If the following screen appears, select your role and click CONTINUE.

     

3. Review the current email address on file for your account and click the CHANGE EMAIL button.

   

4. Enter the new email address and click UPDATE to agree to the Terms and Conditions.
   

   • You must scroll to the end of the Terms and Conditions to enable the UPDATE button.

     

5. You will see a confirmation of the new email address and will also receive an email at the new email address confirming the change.

   

• You must confirm your email upon first sign in with a verification code.

  

• If you do not receive the confirmation email, check your spam or junk folders.

In the Mobile App:

1. Open the Credit Acceptance Mobile App and click Forgot your email.

   

2. Enter your account number and date of birth, then click Next.
   

   • If the following screen appears, select your role and click Next:

     

3. The Mobile App will display the current email. You can sign in or click Change my login email to update your email address.
   

   • If Change my login email was selected, complete the following:

     1. Enter the new email address, re-enter to confirm, and click Next.

        

     2. Complete verification by entering the verification code that is sent into the Verification Code field, then click Verify Code.
        Click Send New Code to have a new code sent.

        

Can I be locked out of my Customer Portal account?

After seven failed sign in attempts, your Customer Portal account on the web (not in the Mobile App) will be locked for ten minutes.

Is the Customer Portal available using a mobile device?

Yes, the Customer Portal can be accessed with a mobile device through the web or by downloading the Credit Acceptance Mobile App.

How do I add another Credit Acceptance account to my Customer Portal access?

On the web (scroll down for Mobile App instructions):

1. Sign in to the Customer Portal.

2. Click the Add Account link next to the Account section on the home screen.

   

3. Enter the Account Number of the account you want to add and click ADD ACCOUNT.

   • You will only be able to add additional accounts for which you are the Buyer or Co- Buyer.

     

   • If the following screen appears, select your role and click CONTINUE.

In the Mobile App:

1. Sign in to the Credit Acceptance Mobile App.

2. Click the plus sign (+) next to Your Accounts.

   

3. Enter the account number of the new account they want to add and click Next.
   

   • If the following screen appears, select your role and click Next:

     

I have multiple accounts. How do I view my other accounts in the Customer Portal and Mobile App?

On the web (scroll down for Mobile App instructions):

Click the drop-down arrow next to the account number on the home screen or the Profile screen and select the account that you want to view.

• Home screen:

  

• Profile screen:

  

In the Mobile App:

Scroll through the Welcome screen to view and select your additional accounts.

How do I view my transaction history in the Customer Portal?

You can view your transaction history in the Customer Portal on the web and in the Mobile App. You can also call 1-800-634-1506 to request a copy.

1. Sign in to the Customer Portal.

2. Click the See Full Transaction History link.
   Desktop view:
   
   Mobile view:
   

   • This will bring you to a scrollable window showing the transaction history.
     Desktop view:

     

     Mobile view:

     

   • If you do not see the See Full Transaction History link and would like a copy sent to you, or you have any questions or concerns about a transaction that has been posted to your account, please contact us at 1-800-634-1506.

In the Mobile App:

1. Log in to the Customer Mobile App and select the account that you wish to view.

   

2. Click the View Transaction History button to open a list of previous payments.

   

How do I download a copy of the transaction history from the Customer Portal?

The transaction history cannot be downloaded from the Customer Portal on the web or Mobile App, but you can follow one of the steps below to save a copy of the transaction history:

1. Screenshot the Transaction History window on your mobile device; or
2. Copy and paste the information from the Transaction History window and paste it into another document that can be saved to a desktop.

How can I learn more about my Initial Balance in the Customer Portal?

You can learn more about your Initial Balance (including how the Initial Balance is calculated) in the Customer Portal on the web and in the Mobile App.

In the Customer Portal:

1. Sign in to the Customer Portal.

2. Click the How was this determined? link under Initial Balance.
   Desktop view:
   
   Mobile view:
   

   • This link will provide an explanation as to how the initial balance is calculated.

In the Mobile App:

1. Click See More Details.

   

2. Scroll to the Initial Balance section.

3. Click the information button next to Initial Balance for an explanation of how the Initial Balance was calculated.

   

How can I learn more about my Remaining Balance in the Customer Portal?

You can view your Remaining Balance in the Customer Mobile App and in the Customer Portal. You can learn more about your Remaining Balance (including how the Remaining Balance is calculated) in the Customer Portal on the web.

1. Sign in to the Customer Portal.

2. Click the How do my payments reduce my balance? link under Remaining Balance or Balance at Account Closure.
   Desktop view:
   
   Mobile view:
   

   • This will provide an explanation as to how the remaining balance is calculated.

In the Mobile App:

1. Click See More Details.

   

2. Scroll to the Remaining Balance section.

3. Click the information button next to Remaining Balance for an explanation of how the Remaining Balance was calculated.
   

   • You can also view additional remaining balance information by viewing the transaction history as shown by following the steps below.

   • Click the View Transaction History button.

     

   • Click on any of the transactions from the list to view the Transaction Details screen.

     

     Note: Clicking on the information button next to Remaining Balance on the Transaction Details screen will display the following message: “Remaining Balance Amounts shown in the transaction history are the remaining balance amounts as of the date each transaction posted to the account.”

     

     

How can I view my ancillary products on the Mobile App?

1. Log in to the Mobile App (not the Customer Portal).

2. Select See More Details**.**

   

3. Select View Ancillary Products to view the Ancillary Products page.
   Note: This option is only available to customers who have ancillary products.

   

4. Review all active and inactive ancillary products on the Ancillary Products page.

   

5. Click on the View contract link to view the contract for each ancillary product, where applicable.
   Note: Third party ancillary product contracts will not be viewable.

   

How do I delete my Customer Portal account?

You will need to call Credit Acceptance at 1-800-634-1506 to delete your account. Keep in mind that if you delete your account, you will be unable to log in to the Customer Portal or view the details of your account until you make a new Customer Portal account.

I opened the tutorial or a survey and now I can’t do anything else. How do I get back to the rest of the Customer Portal?

You have three options – complete the survey and tutorial, click the “Remind Me Later” button to have the item open again at your next log in, or click the X in the top right hand corner to permanently close the tutorial or survey.

How do I add a phone number in the Customer Portal?

On the web (scroll down for Mobile App instructions):

1. Sign in to the Customer Portal.

2. Hover over the Profile area and click PROFILE from the drop-down navigation menu.
   Desktop view:

   

   Mobile view:

   

   

3. Click the Add New Phone button in the phone section.
   Desktop view:

   

   Mobile view:

   

4. Add the number, phone type, and select the best time to contact, if applicable.

   • The best time to contact option and disclosure will only be available for personal phone numbers.

   • You can select No Preference for the Best Time to Contact field.
     Desktop view:

     

     Mobile view:

     

   • Click UPDATE PHONE.
     If a best time to contact option was selected, read the disclosure before clicking Update Phone for desktop view or Next for mobile view.
     Desktop view:

     

     Mobile view:

     

   • Review the Terms and Conditions and select whether you would like to receive text messages, phone calls, or both to this number.
     You must scroll to the end of the Terms and Conditions to enable the SET MY CONTACT PREFERENCE button.

   • Click SET MY CONTACT PREFERENCE.
     Desktop view:

     

     Mobile view:

     

In the Mobile App:

1. Sign in to the Credit Acceptance Mobile App and click the profile icon on the Welcome screen.

   

2. Click the arrow under Account Settings for the desired account.

   

3. Click the arrow next to Phone Preferences.

   

4. Click Add New Phone Number.

   

5. Complete the following on the Add a new number screen:

   • Enter the phone number in the Phone number field;

   • Check the box for Make this my primary number, if applicable;

   • Select the phone type in the Phone Type field;

   • Select the preferred form of contact from the How should we contact you? field;

   • Select the best time to call in the What’s the best time to call? field;

   • Click Agree & save changes.

     

6. If the Make this my primary number box was selected, click Use This Number to confirm.

   

7. Click OK.

   

Why didn’t Credit Acceptance call at the time that I selected as the best time to contact?

Credit Acceptance will make the initial call at the customer’s selected best time to contact. If the customer does not answer that initial call, Credit Acceptance will call again, possibly at different times.

If I use the Customer Portal to update my Communication Preferences for one account, will it automatically update the other accounts I have as well?

No. Each account has its own individual preferences.

How do I use the Customer Portal to opt-out of text messaging?

Note: If you cannot or do not want to opt-out of text messaging online (on the web or in the Mobile App), you can always call Credit Acceptance to update your communication preferences over the phone.

On the web (scroll down for Mobile App instructions):

1. Sign in to the Customer Portal.

2. Hover over the Profile area and click PROFILE from the drop-down navigation menu.
   Desktop view:

   

   Mobile view:

   

   

3. Click the Phone Preferences link next to the phone section.
   Desktop view:

   

   Mobile view:

   

4. Select the box next to the phone number they wish to opt-out of text messaging , review the Terms and Conditions, making sure to scroll to the bottom to accept them, and click UPDATE PREFERENCES.
   You must scroll to the end of the Terms and Conditions to enable the UPDATE PREFERENCES button.
   Desktop view:

   

   Mobile view:

   

In the Mobile App:

1. Sign in to the Credit Acceptance Mobile App.

2. Click the profile icon.

   

3. Click the arrow under Account Settings for the desired account.

   

4. Click the arrow next to Phone Preferences.

   

5. Select the arrow next to the desired phone number.

   

6. Click the desired phone preference option under How should we contact you?, check the box after reviewing to agree to the terms and conditions, and click Agree & save changes.

   

How do I update the email address for my account?

You can update your email address on the web or in the Mobile App (scroll down for Mobile App instructions).

Note: You will have to use the new email address to log in to the account after changing the login email in the Customer Portal.

On the web (scroll down for Mobile App instructions):

1. Sign in to the Customer Portal.

2. Hover over the Profile area and click PROFILE from the drop-down navigation menu.
   Desktop view:

   

   Mobile view:

   

   

3. Click the Pencil icon in the email section.

   

4. Update your email address with a personal email address (not a work email address furnished by an employer) and click UPDATE EMAIL.

   

5. Select which types of emails that you would like to receive at your email address, click the circle for reviewing the terms and conditions, and click AGREE & SAVE CHANGES.
   

   • Click the Email Terms and Conditions link to review the terms and conditions.
     

     • The following screen will open in a new tab:

       

   • The following pop-up will appear on the Profile page after clicking AGREE & SAVE CHANGES:

     

In the Mobile App:

1. Sign in to the Credit Acceptance Mobile App and click the Profile icon on the welcome screen.

   

2. Click the arrow next to Email.

   

3. Enter the new login email address, re-enter to confirm, and click Next.

   

4. Follow the instructions to verify the account using a Verification Code.

   • Access the email address associated with your account to retrieve the Verification Code.

     

5. Complete verification by entering the verification code that is sent into the Verification Code field, then click Verify Code.

   • Click Send New Code to have a new code sent.

     

How do I sign up for email messages or opt out of email messages?

On the web (scroll down for Mobile App instructions):

1. Sign in to the Customer Portal.

2. Hover over the Profile area and click PROFILE from the drop-down navigation menu.
   Desktop view:

   

   Mobile view:

   

   

3. Click the Email Preferences link next to the email section

   

4. Select which types of emails that you would like to receive at your email address, click the circle for reviewing the terms and conditions, and click AGREE & SAVE CHANGES.
   

   • Click the Email Terms and Conditions link to review the terms and conditions.
     

     • The following screen will open in a new tab:

       

   • The following pop-up will appear on the Profile page after clicking AGREE & SAVE CHANGES:

     

In the Mobile App:

1. Sign in to the Credit Acceptance Mobile App and click the Profile icon on the welcome screen.

   

2. Click the arrow next to the impacted account.

   

3. Click Email Preferences.

   

4. Check the box next to any category of email you want to receive or uncheck the box for any category of email that you do not want to receive.

   

5. Click the Email Terms and Conditions link to review the Email Terms and Conditions.

   

6. Review the Email Terms and Conditions and click the back arrow on the Terms and Conditions screen to return to the Email Preferences screen.

   

7. Check the box indicating you have read and agree to Credit Acceptance’s Email Terms and Conditions, and then click Agree & save changes.

   

8. Click OK on the We’ve saved your updates pop-up window.

   

Why am I being asked to update my contact information?

The Credit Acceptance Customer Portal will periodically prompt you to update or confirm your contact information and/or if we are unable to reach you at your provided telephone number or email or mailing or physical address.

Desktop view:

Mobile view:

How do I update my mailing and physical address in the Customer Portal or in the Mobile App?

1. Log in to the Customer Portal.

2. Hover over the Profile area and click PROFILE from the drop-down navigation menu.
   Desktop view:

   

   Mobile view:

   

   

3. Click the Edit icon next to the mailing or physical address.
   Desktop view:

   

   Mobile view:

   

4. Update the mailing or physical address information and click UPDATE ADDRESS.
   Desktop view:

   

   Mobile view:

   

   Note: If you update your Mailing Address, the Portal will ask if you would like to use the same address for your Physical Address (and vice versa).

In the Mobile App:

1. Sign in to the Mobile App and click the profile icon on the Welcome screen.

   

2. Click the arrow next to the impacted account.

   

3. Select the applicable address.

   

4. Update the address, select whether you want to use the same address for the physical and mailing address, and click Save.
   

   • If the Verify your address screen appears, select the applicable address and click OK.

     

   • If one of the following errors occurs, select Edit address to update the address provided or select Use it anyway to confirm the address entered:

     • Address not found error:

       

     • Something went wrong error:

       

How do I view my account documents in the Customer Portal or Mobile App?

Note: Account documents are available in the Customer Portal on the web and in the Mobile App if you electronically signed documents at the time of origination. See below for a list of available documents.

On the web (scroll down for Mobile App instructions):

1. Sign in to the Customer Portal.

2. Click the View Account Documents link beneath the account information.

   

3. View documents as a single PDF that will be open through the preferred PDF application.
   
   Note:

   • Documents available in the Customer Portal are as follows:

     • Retail Installment Sales Contract
     • Contract Correction Document (if applicable)
     • Disclosure Form
     • Vehicle Service Contract (if applicable)
     • GAP Acceptance of Coverage (if applicable)
     • GAP Addendum (if applicable)
     • Buyer’s Disclosure - GPS SID (Cure States) (if applicable)
     • Buyer’s Disclosure - GPS SID (Non-Cure States) (if applicable)
     • New York GAP Waiver (if applicable)
     • Agreement to Arbitrate
     • E-sign Consent Form
     • Payment Due Notice(s)

   • If the system is down, the View Account Documents link will not appear on the landing page.

     

In the Mobile App:

1. Select See More Details on the Welcome screen to view the Payment Info screen for the applicable account.

   

2. Scroll down on the Payment Info screen and select the Documents section to view the Retail Installment Contract and supporting documents.
   Note: The Documents section will only appear if there are documents available for the account.

   

• If the following error appears, select Try again.

  

• Documents available in the Mobile App are as follows:

  • Retail Installment Contract
  • Vehicle Service Contract (if applicable)
  • GAP Acceptance of Coverage (if applicable)
  • GAP Addendum (if applicable)
  • New York GAP Waiver (if applicable)
  • Payment Due Notice(s)