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Customer FAQ

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How can I pay online?

To make a payment, or set up recurring automatic payments online click here or go to http://www.creditacceptance.com/make-a-payment.

What are my payment options?

We offer several convenient payment options for making your monthly payment. To view the options, click here or go to http://www.creditacceptance.com/make-a-payment.

What is your payment mailing address?

Below is our official payment mailing address. Please be sure to include your payment coupon and your account number on your check or money order.

Credit Acceptance
P.O. Box 551888
Detroit, MI 48255-1888

Can I change a payment date?

Unfortunately payment dates cannot be changed as they are based on the original contract that was signed.

Does Credit Acceptance have a grace period?

No. You are required to make each payment on the due date specified in your contract with us. Payments received after the due date will be considered past due. If unforeseen circumstances prevent you from making payments on time, please notify us as soon as possible.

How will I know my payment was made or scheduled successfully in the Customer Portal?

Once a payment is submitted, you will receive an on-screen confirmation. If you would like, you can print the confirmation receipt.

How will I know that my payment was processed in the Customer Portal?

Once a payment is submitted, it will be posted to your Credit Acceptance account. However, this does not mean that the payment has been processed with your financial institution or card issuer. Payments are usually processed within 2 business days, but you will need to confirm with your financial institution or card issuer that the money has been withdrawn from your account.

Are there fees associated with the different payment options?

One-Time Payments have a $3.95 technology-service fee that is charged by Paymentus Corporation. However, you will not be charged a fee to set-up AutoPay recurring payments.

What payment methods can I use to set up my payment in the Customer Portal?

Payment can be made using an ATM card, debit card, or with a bank account (savings, checking, or money market).

  • The debit card option has pictures of common cards used, such as Mastercard, Visa, and Discover. These payments can only be made by cards that are designated as a debit card or a pre-paid card (no credit cards will be accepted). 

The payment buttons are not working. How do I get these fixed?

Call Credit Acceptance at 1-800-634-1506 to report the issue. Be prepared to provide the following information:

  • Your Name
  • Account Number
  • Device Brand and Model Number
  • Operating System and Operating System Version
  • Browser and Browser Version

Can I look up my previous payments?

At this time, you cannot look up your payment history. If you would like details regarding previous payments, a Credit Acceptance Representative can provide you with those details over the phone at 1-800-634-1506.

 

How do I make a one-time payment in the Customer Portal?

You have the option to make a one-time payment through the portal (detailed below) or through the guest payment option (detailed in the question Can I make a payment without logging into the customer portal?).

  1. Sign into the Customer Portal
  2. Click the Pay Online (or One-Time Payment, if currently enrolled in AutoPay) link in the Payment section

  1. A One-Time Payment screen will load in the window.

  2. Choose a Payment Amount
  3. Choose a Payment Date
    Note: Bankruptcy accounts cannot have future dated payments
  4. Choose a Payment Method
    • Payment can be made using a debit card, ATM card, or bank account (through the ACH payment option)
    • For debit card or ATM payments, you will need the card number, CVV, expiration date, and card holder name
    • For ACH payments, you will need the type of bank account (checking, savings, or money market), routing number, account number, bank name, and account holder name
  5. Click Continue
  6. Review your submission and agree to the Terms and Conditions
  7. If all the information is correct, then click Pay
    • If any information is incorrect, click Back to return to the previous screen and update the information
  8. A payment receipt will appear on the screen. If desired, you can print the receipt or click Make another payment to make another payment.
  9. See “Customer Wallet Questions” for information about saving your payment methods for future use

     

Do I need to make my payment today, or can I schedule it for a future date?

You can make a payment today or schedule a payment for a later date. When completing the Enter Payment Information screen, select Later to schedule a payment in the future. The payment receipt will show the details of the future payment.
Note: Bankruptcy accounts cannot have future dated payments

 

Can I cancel a payment in the Customer Portal?

You can only cancel a scheduled payment over the phone with a Credit Acceptance Representative at 1-800-634-1506.

Can I make a payment online without logging into the Customer Portal?

  Yes. To make a payment without logging into the Customer Portal:

  1. Click on Make a Payment on the Credit Acceptance website, the select Guest Payment.
  2. Complete the form that appears with your account number and the last four digits of your SSN.

  1. Click the Terms and Conditions link and review the Terms and Conditions. Click Continue to agree

  1. Enter the Payment Information into the screen, including your first and last name, zip code, payment amount, payment date, and payment method
  • For debit card or ATM payments, you will need the card number, CVV, expiration date, and card holder name
  • For ACH (bank account) payments, you will need the type of bank account (checking, savings, or money market), routing number, account number, bank name, and account holder name

  1. Confirm the payment information and check the box indicating you have reviewed the Terms and Conditions
    Note: If you plan on making additional guest payments in the future, you may save your payment information at this point by checking the box stating that you would like to use this payment method for future payments.
  2. Click Pay if the information is correct or Back if the information needs to be updated further

  1. Review the payment receipt
  • You may print the receipt for your records

 

 

Can I save my payment details when making a guest payment in the Customer Portal?

Yes. To save your payment details when making a guest payment:

a.    When you arrive at the “Confirm Payment” screen, click the box stating “Use this payment method for future payments” to save your payment details

 

How do I set up AutoPay in the Customer Portal?

  1. Sign into the Customer Portal
  2. Click the Pay Online link from Payment section
  3. Click on Enroll in AutoPay if you do not have a current AutoPay Schedule; if you have a schedule, the button will read Modify AutoPay and click on that button

  1.  You will need to select the payment method
    • Payment can be made using a debit card, ATM card, or bank account (through the ACH payment option)
    • You can select a payment method you have already saved in the Wallet or use a new payment method by clicking “Add new”
    • For new debit card or ATM payments, you will need the card number, CVV, expiration date, and card holder name
    • For new ACH payment methods, you will need the type of bank account (checking, savings, or money market), routing number, account number, bank name, and account holder name

  1. Choose the start date, end date (if desired), amount, and frequency of your payments


  • Monthly: Same day, every month
  • Weekly: same day, every week
  • Bi-weekly: same day, every other week
  • Semi-Monthly: Two selectable days, same dates every month
    Note: For months where the 29th, 30th, or 31st of the month do not exist, the last day of the month will be used for payments scheduled
  1. Click Continue if the information is correct or click Back to make updates
  2. Review the Confirm AutoPay Details and the Terms and Conditions


  1.  If all the information is correct, then check the Terms and Conditions button and click Confirm AutoPay
    • A payment receipt will appear on the screen. If desired, you can print the receipt. Depending on your contact preferences, you will also receive a letter or email from Credit Acceptance confirming the AutoPay payment schedule.

 
 

  1. If you click View AutoPay, you will be directed to the Modify AutoPay screen


How do I locate the details of my AutoPay Schedule in the Customer Portal?

  1. Click on Modify AutoPay in the Customer Portal

  1. You can view other AutoPay schedules but you can only edit AutoPay schedules you have created

 

How do I change my AutoPay Schedule in the Customer Portal?

  1. Click on Modify AutoPay in the Customer Portal

  2. Click Change to update the schedule specific to your account
    Note: You can view other AutoPay schedules but you can only update AutoPay schedules you have created

  3. Make the necessary changes to the Schedule Details and click Continue

    • Click Cancel to return to the Modify AutoPay page

  4. Confirm the updates are correct and review the Terms and Conditions
    • If the updates are incorrect, click Cancel to return to the Modify AutoPay page where you can restart the process for changing your AutoPay schedule

  5.  If all the information is correct, then check the Terms and Conditions button and click Confirm AutoPay
    • A payment receipt will appear on the screen. If desired, you can print the receipt. You will also receive a letter from Credit Acceptance confirming the receipt of the payment information.

 

  1. If you click View AutoPay, you will be directed to the Modify AutoPay screen


 

 

How do I change my payment method in the Customer Portal?

  1. Click on Modify AutoPay in the Customer Portal


  1. Click Change to update the Payment Method
  2. You can view other AutoPay schedules but you can only update AutoPay schedules you have created
  3. Select a saved payment method or a new payment method
    • If you would like to use a new payment method, click Add New. Complete the information and click Save

  1. Confirm the updates are correct, click the Terms and Conditions link and review the Terms and Conditions


  1.  If all the information is correct, then check the Terms and Conditions box and click Confirm
    • A payment receipt will appear on the screen. If desired, you can print the receipt. You will also receive a letter from Credit Acceptance confirming the revised AutoPay payment schedule


 

 

 

  1. If you click View AutoPay, you will be directed to the Modify AutoPay screen

 

 

How do I cancel my AutoPay Schedule using the Customer Portal?

  1. Click on Modify AutoPay in the Customer Portal
  2. Click Change to update the schedule specific to the account


  1. Click Remove Schedule at the bottom of the page

 

  1. Confirm the removal of the schedule by clicking Continue or cancel the change by clicking Cancel Changes
  2. You will receive a confirmation number for the cancellation and, depending on your contact preferences, you will receive a letter or email confirming the cancellation

 

What are the different payment interval options for AutoPay?

There are four interval options for AutoPay:

  • Monthly: Same day, every month
  • Weekly: same day, every week
  • Bi-weekly: same day, every other week
  • Semi-Monthly: Two selectable days, same dates every month

I chose my Autopay withdrawal to occur on the on the 29th, 30th, or 31st of the month. What happens for the months where there isn’t a 29th, 30th, or 31st of the month?

The last day of the month will be used for payments scheduled on the 29th, 30th, or 31st in months where this day does not exist.

 

What is My Wallet?

The Manage Wallet function is used in the payment screens to allow you to make payments using a debit card or bank account that you have chosen to save for future use.
  • Manage Wallet only displays when you have a previous payment method saved. If you have never saved a payment method, the option for Manage Wallet will not appear until you complete a payment and select the button to save that method for future use.

How do I add a payment method to My Wallet?

  1. Click on Manage Wallet in the Payment Method section
  2. Click Add Payment Method

 

  1. Choose the appropriate tab (Debit or Savings Account) and enter the information

  1. Click Add when all the information is correct
  2. The new payment method will now appear in the Manage Wallet screen

 

How do I remove a payment method from My Wallet?

  1. Click on Manage Wallet in the Payment Method section
  2. Click Edit next to the Payment Method to be removed


  1. Click Remove Payment Method at the bottom of the screen


  1. Click Confirm to remove the payment method or click Cancel if you no longer with to make this change

How do I update a current item in My Wallet?

  1. Click on Manage Wallet in the Payment Method section
  2. Click Edit next to the Payment Method to be removed


 

  1. Update the information on the page
    • Routing number, account number, and debit card cannot be changed (you must remove the current method and add a new payment method)

  1. Click Confirm when  the updates are complete or click Cancel if the change is not correct

 

How do I get a payoff on my account?

You can request a payoff quote online at any time through your Customer Portal account (click here for more information).
You can also request a payoff quote by calling 1-800-634-1506 and using the automated phone system to get your payoff. The system is available 24 hours a day. You can also talk to a Credit Acceptance representative between 8:00 a.m. - 11:00 p.m. EST.

How do I run a payoff quote?

  1. Open the account in the customer portal.
  2. Click Request Payoff Quote under the vehicle payment information
  3. Review the Payoff Amounts
    1. The top amount is good for today and the bottom amount is good through the date specified (typically ten days in the future)
    2. Review the terms and conditions for more information about the details of the quote
    3. You can make a payment on the account using the Schedule a Payment button

Why am I unable to get a payoff quote online?

Payoff quotes are only available for some accounts.  Please contact Credit Acceptance at 1-800-634-1506 for further information if you are not able to get a quote online. 

I ran an online quote and received a quote over the phone and they do not match. Why?

Contact Credit Acceptance at 1-800-634-1506 to get more detailed information related to these differences.

I misplaced my quote – how do I get these amounts?

Contact Credit Acceptance at 1-800-634-1506 to confirm payoff information of a previously requested quote that was requested through the portal.  For an updated payoff, re-run the quote in the portal.

As an Authorized Third Party, can I run a Payoff Quote?

Yes, you are able to run a payoff quote (see the question “How do I run a payoff quote?”). 

Can I refinance my vehicle?

Unfortunately, Credit Acceptance does not offer the opportunity to refinance your vehicle through our Company.

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What are text alerts?

  • Text Alerts are text messages sent by Credit Acceptance to a customer’s mobile device
  • The messages customers may receive include standard monthly payment reminders, payment promise reminders, AutoPay payment reminders, and requests to call Credit Acceptance

How do I sign up for text alerts?

You may have already agreed to receive text alerts at the time you purchased and financed your vehicle, or when you created a Customer Portal account.

If you want to ensure that you’ve agreed to receive Text Alerts, use the Customer Portal:

  1. Log in to the Customer Portal
  2. Navigate to the Profile page
  3. Select “Phone Preferences”
  4. Check the circle under “Text”  next to the phone number you would like to sign up for text alerts
  5. Click “Update Preferences”

If you do not have a Customer Portal Account:

  1. Go to CreditAcceptance.com
  2. Click the “Not Enrolled? Sign up now.” link
  3. Follow the prompts to complete enrollment

 

Will I be charged for text alerts?

  • Credit Acceptance does not charge for text alerts, but standard mobile phone carrier fees for text messaging may apply
  • Check with your mobile phone carrier if you aren’t sure what fees apply when you send and receive text messages

What is the “short code” at the top of the text alerts I receive?

  • The outbound text alerts contain a 5 digit short code (878-24) at the top of the text in the place of an outbound phone number
  • The 5 digit code is used to facilitate sending text messages and identifies Credit Acceptance as the sender

What does "standard text and data rates may apply" mean?

Every mobile carrier has different rate plans for text messaging and data services access. You may be charged per use, or pay a flat rate for unlimited usage each month. You may also incur different fees for text messaging and data services access. You should contact your mobile provider directly if you are not sure what fees you may be charged to use text and browse the web.

What text alerts might Credit Acceptance send me?

  • Standard monthly payment reminders
878-24

 

  • Payment promise reminders
878-24

 

  • AutoPay reminders
878-24

 

  • And/or requests to call Credit Acceptance

 

878-24

 

Remember, even if you have agreed to receive text alerts, you still may not receive one or either of the text alerts above, depending on the status of your account.

When are text alerts delivered?

Credit Acceptance may send text alerts at various times throughout the day and month, during the same hours that we make outbound calls to customers.

What are the text commands to stop SMS messaging?

You can revoke consent to be contacted by responding to a text message received from the Company with one of the following commands:

 

  • Text STOP to stop all text messages
    o    Note that texting STOP only stops text alerts.  It does not, for example, cancel AutoPay arrangements or cause Credit Acceptance to take any other action.
  • Text STOP ALL to stop all calls and text messages to that phone number

How do I opt out of text alerts?

You can opt out of Text Alerts in three ways:

Via text message Reply or text STOP to 878-24
Online through the Customer Portal
  1. Log in to the Customer Portal
  2. Navigate to the Profile page
  3. Select “Phone Preferences”
  4. Uncheck the box next to the phone number you would like to opt out from Text Alerts
  5. Click “Update Preferences”
Over the phone with an Agent Call Credit Acceptance at 800-634-1506

Can I reply to text alerts?

We accept the following limited responses:

  • Reply HELP and you will receive a message providing a link to our FAQs about Text Alerts
  • Reply STOP to opt out of text alerts to the mobile phone number
  • Reply STOP ALL to opt out of text alerts and phone calls to the mobile phone number

What happens if I reply to a Text Alert with something other than one of the supported responses?

You will receive a message providing a link to this FAQ page

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How do I access the Customer Portal?

a. 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)

b. Go to www.creditacceptance.com

c. Sign in

How do I create a Customer Portal account?

a.  Click the Not Enrolled? Sign up now link

b.  Choose your role (Customer or Authorized 3rd Party)

c.   Enter your Account Number and the last 4 digits of your SSN (If you are an authorized 3rd Party see How do I (an Authorized 3rd Party) create an account within the portal?

           

d.  Click Enroll

e.   Enter your Personal Email Address, Password, and Phone Number

 

 

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

g.  Click Accept & Create Account 

h.  Clicking Accept and Create Account will trigger a verification email to be sent to your email account. You will need to verify your email address before your next login. Access your email and open the confirmation email sent to you

i.   Copy or click the link provided into your browser

      

 

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

• 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. Type Email/Username in the field labeled Email/Username
  2. Enter your personal password in the field labeled Password
  3. Click the Sign In button

 

  d.  If you have not checked the “Remember me and trust this computer” box previously or if you haven’t logged in for more than 35 days, you will need to verify your computer.

  1.  Choose your preferred verification method and click Send
  2. Enter the Username, password, and Identification Code into the screen

              i.     The Identification Code will only be good for 15 minutes. If the code expires, click the Resend button.  

             ii.     Check the “Remember me and trust this computer” box to save the computer information for the next log in. This information will keep the computer as a saved device for 35 days and is refreshed every time you log in.

            iii.     Click Sign In to view the account

                      

 

 

 

I forgot my Customer Portal account username

  a.  Click the Forgot Email/Username link, located under the Sign In button

        

     

  b.  Enter your Account Number and the Last 4 Digits of your SSN

        

  c.  Click  the Next button

  d.  Your email address will be displayed and you can either update your email address or log in using your email address and password.    

 

I forgot my Customer Portal account password

  1. Click the Forgot Password link, located under the Sign In Button, next to the Forgot Username link

     

      b.  Enter your Email/Username

      c.  Enter the Last 4 Digits of your SSN

            

      d.  Click the Send New Password button

      e.  Open the password reset email and click the link provided

      f. Type in new password

     g. Click Save

 

I forgot my Customer Portal account email 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

  1.  Click the Forgot Email button 

 

  b. Enter your Account Number and the last 4 digits of your SSN

 

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

 

What does the warning, “We don’t recognize the computer you’re using” mean and how do I get rid of it?

The website is set up to secure your information. Once you follow the process outlined in How can I log in to view my Customer Portal account? and check the “Remember me and trust this computer” box, your computer/device will be remembered for future log in attempts.

How do I re-send the confirmation email?

First, check your Spam or Junk folder of your email account to make sure the confirmation email was not accidentally blocked. If you do not find the confirmation email in your Spam or Junk folders, you will need to follow the I Forgot My Customer Portal Account Password process.

How do I change the email address used to log into the Customer portal?

  1.  Click the Forgot Email button. 

 

  b. Enter your Account Number and the last 4 digits of your SSN.

  • An Authorized 3rd 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.

 

 

c. The Customer Portal will display the current email address on file for your account. Click the Change Email button.

d. Enter the new email address and agree to the Terms and Conditions

e. 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 verify the email address through the confirmation email.
  • If you do not receive the confirmation email, check your Spam or Junk folders.

           

 

Can I be locked-out of my Customer Portal account?

After 7 failed Sign in attempts, your account will be locked for 10 minutes. 

  

Is the Customer Portal available using a mobile device?

Yes, the portal can be accessed using a mobile device.

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

  1. Sign into the Customer Portal
  2. Click the Add Account link next to the Account section on the home screen

  1. Enter the Account Number of the account you want to add
    • You will only be able to add additional accounts for which you are the Maker or  Co-Maker.
  2. Click Add Account

 

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 keep receiving surveys in the Customer Portal and on the phone. Are these the same survey?

Each survey is different and collects different information. Credit Acceptance is always working to provide the best service possible to its customers and, as part of that effort, we are collecting customer experience data. Each survey is optional, but we encourage you to share your experiences.

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.

I tried to login to the Customer portal but it says my email address is not verified. What do I need to do?

You will need to access your email account and click on the link in the email from Credit Acceptance to verify your email address.

  • If you cannot locate the email, click “Resend” to have the verification email sent again.
  • If you do not have time to verify your email address, you can click the Guest Pay button to make a payment without logging in.

         

 

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

  1. Sign into the Customer Portal
  2. Click the Profile link from the top navigation menu

 

  1. Click the Add New button in the phone section

     
  2. Add the number and phone type

  3. Click Update Phone
  4. Review the Terms and Conditions and select whether you would like to receive text messages, phone calls, or both to this number
  5. Click Set My Contact Preferences

     

 

 

 

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, you can always call Credit Acceptance to update your communication preferences over the phone.
  1. Sign into the Customer Portal
  2. Click the Profile link from the top navigation menu

  1. Click the Phone Preferences link next to the phone section

  1. Un-check the box next to the phone number you wish to opt-out of text messaging from
  2. Click Update Preferences


 

How do I add an email address in the Customer Portal?

  1. Sign into the Customer Portal
  2. Click the Profile link from the top navigation menu

  1. Click the Pencil icon in the email section

 

  1. Update your email address with a personal email address (not a work email address furnished by an employer)
  2. Review the terms and conditions
  3. Select whether you would like to receive emails at your email address
  4. Click Set Email Consent

 

How do I opt-out of emails in the Customer Portal?

  1. Sign into the Customer Portal
  2. Click the Profile link from the top navigation menu 

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

  1. Un-Check the subscribe box next to the email types for which you wish to opt-out of receiving messages
  1. Click Update Preferences

 

 

How do I update my Mailing and Physical Address in the Customer Portal?

  1. Click the Profile link from the top navigation menu

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


  1. Update the Mailing or Physical Address information and click Update Address

    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).

 

What is an Authorized 3rd Party?

An Authorized 3rd Party is a person who you give access to your account to make payments and review your account information. The 3rd Party will not be able to change your information on the account.

Can an authorized 3rd Party access the Customer Portal?

Yes, if a customer authorizes a 3rd Party on the account and provides an email address for the 3rd Party, they can enroll in the Customer portal to gain access to your account. Details regarding the access granted are available below in the response What will an authorized 3rd Party have access to? 

How do I authorize a 3rd Party in the Customer Portal?

  1. From the Profile page of the Customer Portal, click “Add New” under the 3rd Party section

  1. Enter the following information for the 3rd Party you are authorizing
    1. First Name
    2. Last Name
    3. Email Address
    4. Street Address
    5. City
    6. State
    7. Zip Code


  1. Click Invite 3rd Party. The access granted is detailed in the response What will an authorized 3rd Party have access to in the Customer Portal? 
  2. The authorized 3rd Party will now be displayed on the Profile screen

What will an authorized 3rd Party have access to in the Customer Portal?

An authorized 3rd 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).  A 3rd 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 3rd Party in the Customer Portal?

  1. Click the “Remove” icon from the Profile screen

  1. Read the following screen describing what it means to remove an authorized 3rd Party.
  1. Select Remove, or click Cancel if you decide not to remove the authorized 3rd Party

 

What can I do in the Customer Portal as an Authorized 3rd Party?

You can make payments and review account information, but you will not be able to update account or customer information.

How do I (an Authorized 3rd Party) create an account within the Customer portal?

 

  You can enroll through either the:

1.  Link provided in the Authorized 3rd Party Invitation; or

2.  creditacceptance.com (only if you were already placed on the account by the maker or co-maker).

 

If you choose to enroll through

Then

The Authorized 3rd Party Invitation

Click the link to enroll included in the invitation. Move to Step g 

Creditacceptance.com

Move to Step a
  1. Click the Not Enrolled? Sign up now link

  1. Choose your role (Authorized 3rd Party)

  1. Enter the customer’s Account Number and your Personal Email Address
  2. Click Enroll

e.  Verify the account number, customer name, and email address

f.   Enter a password

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

h.  Click Accept & Create Account 

  • Clicking this will trigger a verification email to be sent to your email account. You will need to verify your email address before your next login.

            
 

 

 

I am an authorized 3rd 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.

  

I am an authorized 3rd Party and I forgot my Customer Portal password

If you have forgotten your Customer Portal password, you will have to create a new one. Follow the steps below to create a new password:

  1. Click the Password link, located under the Sign In Button, next to the Forgot Username link

  1. Click the link for 3rd parties who forgot their password

           

 

  1. Enter your (the 3rd Party’s) Email/Username
  2. Complete the CAPTCHA verification
  3. Click Send New Password Link Button
  4. Open the password reset email and click the link provided
  5. Type in a new password when prompted
  6. Click Save

 

I am an authorized 3rd 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 3rd Party. What does the warning, “We don’t recognize the computer you’re using” mean and how do I get rid of it?

The website is set up to secure your information. To set up your computer as a recognized computer, you will need to:

  1. Log in to the Customer portal with your Username, Password and One-Time PIN/ Identification Code as specified in the text of an email or text message.
    • The verification code will expire within 15 minutes, so  make sure to complete the log in within the time frame.
    • Avoid refreshing the page as refreshing will restart the verification process.
  2. Check the box “Remember me and trust this computer” to avoid getting the message during future log ins
    • If there is a lapse of over 35 days between log ins, the computer will need to be secured again.

                      

Can I be locked-out of my authorized 3rd Party Customer Portal account?

After 7 failed Sign in attempts, your account will be locked for 10 minutes.

How do I add an email address to my authorized 3rd Party Customer Portal account?

  1. Sign into the Customer Portal
  2. Click the Profile link from the top navigation menu

  1. Click the Pencil icon in the email section


  1. Update your email address with a personal email address (not a work email address furnished by an employer).
  2. Review the terms and conditions
  3. Select whether you would like to subscribe to emails at your email address
  4. Click Set Email Consent

 

 

I am an authorized 3rd Party. How do I use the Customer Portal to opt-out of emails?

(Note: A 3rd Party email address may be used for any of the following reasons: (a) to authenticate the 3rd Party portal access; (b) to send password and username 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).)

  1. Sign into the Customer Portal
  2. Click the Profile link from the top navigation menu 

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


 

  1. Un-Check the subscribe box next to the email types you wish to opt-out of receiving
  2. Click Update Preferences

 

 

 

I am an authorized 3rd Party. How do I update my mailing address in the Customer Portal?

  1. Click the Profile link from the top navigation menu

  1. Click the Edit icon next to the Mailing Address

 

  1. Update the address information and click Update Address

 

 

How do I delete my authorized 3rd Party Customer Portal account?

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