How do I review my Retail Installment Sales Contract in the Customer Portal?

You can view your Retail Installment Sales Contract in the Customer Portal on the web (not in the Mobile App).

1. Sign in to the Customer Portal.

2. Click the How was this determined? link under Initial Balance.
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3. Click the Retail Installment Sales Contract link.
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   Mobile view:

   

In the Mobile App:

1. Select the See More Details button on the Welcome screen.

   

2. Scroll down to the Documents section and click on the Contract Documents link to open a PDF of the Retail Installment Sales Contract.

   

How can I obtain the contact information for the Repossession Contractor who picked up my vehicle?

1. Log in to your Customer Portal account on the web (not in the Mobile App).

2. Review the top of the landing page where it states, Do you need to pick up personal property left in a vehicle that was repossessed? and click the + to expand the drop-down banner.
   Note: If there is not a drop-down banner, the Repossession Contractor’s contact information is not available in the Customer Portal. Please contact us at 1-800-634-1506, if you have any further questions and there is not another phone number listed to contact.
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3. Review the information in the expanded banner to find the Repossession Contractor’s contact information.
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How do I update my insurance information that I am being prompted for in the Customer Portal?

1. Log in to your Customer Portal account on the web (not in the Mobile App).

2. Click the here link in the Customer Portal prompt requesting that you update your insurance information.
   Note: You will need the r eference ID listed in the prompt to access the insurance forms on the MyInsuranceInfo website that the link will bring you to.
   MyInsuranceInfo.com is a third-party website Credit Acceptance uses to collect insurance information from its customers.
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3. Click either the Get Started button or the Enter Reference ID button on the MyInsuranceInfo landing page and complete any incomplete forms and/or fix any inaccurate information listed.

   

4. Click the Submit button after all of the forms have been completed/inaccurate information has been corrected.

Why am I being invited to take a survey or rate the Mobile App?

From time-to-time we take the opportunity to gather feedback and other insights from our customers to help improve your experience with Credit Acceptance and the Customer Portal or Mobile App. Customers are selected at random to take the survey. Completing the survey or rating the Mobile App is completely optional.

Can I change my survey responses or take the survey again?

The survey is intended to be taken only one time. Once completed or dismissed, you cannot change your responses and the same survey should not be re-presented unless you use another device to access the Customer Portal, at which point the survey should then be ignored.

What happens with my responses to surveys?

The answers provided while taking an optional survey within the Portal will never be linked to you or your account. The anonymous responses will be used for the planning of future improvements to their experience with Credit Acceptance and the Customer Portal. You will not receive any other follow-up regarding your survey responses.

What is a Customer Portal message?

A message from Credit Acceptance that is delivered to your Customer Portal account on the web (not in the Mobile App).

How do I sign up for Customer Portal messages?

If you have a Customer Portal Account, then you will automatically receive Customer Portal messages in your account on the web (not in the Mobile App).

What messages will I receive in the Customer Portal?

You might receive Guaranteed Funds Required Alerts, AutoPay Cancellation Confirmation, Late Fee Notices, Settlement Offers, Paid in Full Payment Arrangements, Payoff Quotes, or Post-Redemption Arrangements.

How do I view my Customer Portal message?

Note: You may receive a notification in the Mobile App that you have messages in the Customer Portal.

To view the messages, you must navigate to the web and log in to the Customer Portal.

1. Log in to your Customer Portal account on the web (not in the Mobile App).

2. Hover over the Profile area and click MESSAGES from the drop-down navigation menu.
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3. Click the message beneath the Subject heading.
   Note: Unread messages are in bold.

   

4. View the message.

5. To get back to the previous screen, click the BACK button.
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   Mobile view:

   

How do I know that I have a Customer Portal message?

If you have a message in the Customer Portal, when you log in to your account on the web (not in the Mobile App) there will be a number next to the Messages link in the navigation menu that indicates there is a message (or multiple messages) available to view.

Desktop view:

Mobile view:

Please note: If you have consented to email communication, you will also receive an email notifying you that you have a message in your Customer Portal account.

Similarly, you may receive a notification in the Mobile App:

You will need to navigate to the web and log in to the Customer Portal to view messages.

What does the email “You have a message in your Customer Portal account” mean?

The email is a notification that there is a new message in your Customer Portal account on the web (not in the Mobile App).

Can I stop receiving the “you have a message in your Customer Portal account” email?

As long as you have consented to email communication for account-related emails, you will always receive this email.

Can I opt out of Customer Portal messages?

No. You will always receive messages in your Customer Portal account when applicable.

Can I respond to a Customer Portal message?

There is no way to respond to a Customer Portal messages; however, there may be instructions in the message for who to contact if you are required to take action.

Can I delete a Customer Portal message?

You cannot delete a Customer Portal message, but you can Archive the message on the web (not in the Mobile App) by:

1. Clicking on the ARCHIVE MESSAGE button located in the message.

1. Click the BACK button to get back to the list of messages.

How can I view archived Customer Portal messages?

Archived Messages can be viewed by clicking on the VIEW MESSAGE ARCHIVE button on the Messages page in your Customer Portal account on the web (not in the Mobile App).

How long will read messages stay in the Customer Portal?

Customer Portal messages, including read messages, will always be in the Customer Portal either on the Messages page or in Archived Messages.

What is an Authorized Third Party?

An Authorized Third Party is a person who you give access to your account to make payments and review your account information. The Third Party will not be able to change your information on the account.

Can an authorized Third Party access the Customer Portal?

Yes, if a customer authorizes a Third Party on the account and provides an email address for the Third Party, they can enroll in the Customer Portal to gain access to your account on the web and in the Credit Acceptance Mobile App. Details regarding the access granted are available below in the response What will an unauthorized Third Party have access to?

How do I authorize a Third Party in the Customer Portal?

You can authorize or remove a Third Party in the Customer Portal on the web (not in the Mobile App).

1. Click Add New Authorized 3^rd Party under the Authorized 3^rd Party section on the Profile page of the Customer Portal.

   

2. Enter the following information for the Third Party you are authorizing:

   • First Name

   • Last Name

   • Email Address

   • Street Address

   • City

   • State

   • Zip Code

     

3. Review the Terms and Conditions and click INVITE 3RD PARTY.

   • You must scroll to the end of the Terms and Conditions to enable the INVITE 3RD PARTY button.

   • The access granted is detailed in the response What will an unauthorized Third Party have access to?

     

4. The authorized third party will now be displayed on the Profile screen.

   

What will an authorized Third Party have access to in the Customer Portal?

An authorized Third Party will be able to see your account information (account status, balance, etc.) and make payments on your account (one-time payments as well as AutoPay), on the web and in the Mobile App. A Third Party will also be able to update their own email and mailing address. They cannot see or make changes to customer contact information.

How can I remove an authorized Third Party in the Customer Portal?

You can authorize or remove a Third Party in the Customer Portal on the web (not in the Mobile App).

1. Click the Remove icon from the Profile screen.

   

2. Read the following screen describing what it means to remove an authorized Third Party.

3. Select REMOVE or click CANCEL if you decide not to remove the authorized Third Party.

   

What can I do in the Customer Portal as an Authorized Third Party?

You can make payments and review account information on the web or in the Mobile App, but you will not be able to update account or customer information.

How do I (an Authorized Third Party) create an account within the Customer Portal?

You can enroll on the web (not in the Mobile App) through either the:

• Link provided in the Authorized Third Party Invitation or www.creditacceptance.com (only if you were already placed on the account by the Buyer or Co-Buyer).

1. Click the Sign up now link.

   

2. Click GET STARTED in the Authorized 3rd Party window.
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3. Enter the customer’s account number and your personal email address and click ENROLL.
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4. Confirm the account number and customer name, enter a password, and click NEXT to review and accept the Terms of Use and the Email Terms and Conditions.
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5. Review the Terms of Use and click I AGREE.
   You must scroll to the end of the Terms and Conditions to enable the I AGREE and ACCEPT & CREATE buttons.

   

6. Click ACCEPT & CREATE ACCOUNT for the Phone, Text and Email Terms and Conditions.

   

7. Enter the verification code sent to your personal email and click VERIFY CODE.

   

   Wait for the auto-click functionality to advance past the Email Address Verification 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.

   

I am an authorized Third Party and I forgot my Customer Portal username

You will need to contact the customer on the account you are authorized on and have the invite re-sent. If you click on Forgot Email on the web or in the Mobile App, you will receive a prompt to contact the Buyer or Co-Buyer.

I am an authorized Third Party and I forgot my Customer Portal password

If you have forgotten your Customer Portal password, you will have to create a new one in the Customer Portal, on the web or in the Mobile App. Follow the steps below to create a new password:

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

Follow the guidance in the I Forgot My Customer Portal Account Password section.

In the Mobile App, you will need to:

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

   

2. Enter your email address and click Next.

   

3. 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 am an authorized Third Party and I cannot remember what email is on file with my Customer Portal account OR I cannot access the email registered to my Customer Portal account OR I forgot my Customer Portal account username and cannot remember what email is on file.

You will need to contact the customer on the account you are authorized on and have the invite re-sent.

I am an authorized Third Party. Why am I being asked to verify my account?

When accessing your Customer Portal account on the web, you may be asked to secure your information with a verification step. Follow the process documented in the email verification step of the How Do I Create A Customer Portal Account? Section.

What does “The information you entered does not match our records” mean?

An error message will occur on the authorized Third-Party screen if the information entered is not recognized. Follow the prompt to verify the information and try again.

Can I be locked-out of my authorized Third-Party 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.

I am an authorized third party. How do I update the email address for my account?

You can update your email address on the web or in the Mobile App. Refer to the How do I update the email address for my account? question for steps on how to update the email address for your authorized third party account.

I am an authorized third party. How do I sign up for email messages or opt out of email messages?

You can opt out of emails on the web or in the Mobile App. Refer to the How do I sign up for email messages or opt out of email messages? question for steps on how to sign up for or opt out of emails.

Note: A Third-Party email address may be used for any of the following reasons: (a) to authenticate the Third-Party portal access; (b) to send password reset emails; and (c) to send AutoPay enrollment modification, and cancellation notifications. Unsubscribing from email notifications will not prevent the email address from being used for (a) or (b).

I am an authorized Third Party. How do I use the Customer Portal or Mobile App to update my mailing and/or physical address?

You can update your mailing and/or physical address in the Customer Portal on the web and in the Mobile App.

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

1. Hover over the Profile area and click PROFILE from the drop-down navigation menu.

Desktop view:

Mobile view:

1. Click the edit icon next to the Mailing or Physical Address.

1. Update the address information and click UPDATE ADDRESS.

In the Mobile App:

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

1. Click the arrow next to the applicable account.

1. Select the applicable address.

1. 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 delete my authorized Third-Party Customer Portal account?

Reach out to the customer who granted you access to the account to have them remove your access.

How do I opt out of receiving paper copies of Payment Due Notices?

You can update your paperless preferences in the Customer Portal on the web and in the Mobile App.

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

• Click the Enroll in Paperless Payment Due Notices link.

  

• Set the Paperless Payment Due Notice toggle button to On and click the SET PREFERENCE button.

  

In the Mobile App:

1. Select the See More Details button.

   

2. Select the Paperless settings menu.

   

3. Select the account that you wish to go paperless from the Choose an account menu.
   Note: This step is only for customers that have multiple active accounts.

   

4. Select the Choose paperless Payment Due Notices checkbox and select the Save button.

   

5. Select the Close button on the You’re all set for paperless! Prompt.
   Note: If you have not opted in to receiving payment related emails a Manage email preferences link will appear.

   

How do I get a copy of my payment due notice?

Account documents are available in the Customer Portal on the web and in the Mobile App.

On the web: Click the View Account Documents link beneath the account information to view your account documents as a single PDF.

In the Mobile App:

1. Select  See More Details  on the  Welcome  screen to view the  Payment Info  screen.
2. Scroll down on the  Payment Info  screen and select the applicable Payment Due Notices.

• You can also select Contract Documents to view your Retail Installment Contract and supporting contract documents.