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Frequently Asked Questions

Customer Service representatives are available by calling 1-800-321-3950 during the following hours:
  • Monday through Friday, 8 AM to 9 PM ET.
  • Saturdays, 9 AM to 5 PM ET.
You can also reach us by phone 24 hours a day, seven days a week via our Interactive Voice Response (IVR) at that same phone number. With IVR you can make a payment or access account information such as your balance and available credit.
With this plan, you won't owe us Interest Charges that accumulate on Six Month Payment Purchases during the Delay Period if we receive the required Minimum Payment Due by its Payment Due Date for each Billing Cycle during the Delay Period, and the full amount of your Six Month Payment Purchases by the Six Month Payment Plan Due Date. On-time payments are important. You'll lose the benefits of the plan if we do not receive a Minimum Payment Due within 60 days of the Payment Due Date. Please refer to the Promotional Credit Plan for more information.
We must receive your payment for at least the Minimum Payment Due by 5:00 PM ET on the Payment Due Date. If we don't receive it by then, you'll be assessed a Late Payment Fee in accordance with the Terms and Conditions of the Credit Card Agreement. You can also lose the benefit of any outstanding Promotional Credit Plan if you make late payments.
We offer three ways to pay:
  1. You can pay online by signing into your account and clicking the View Payments link.
  2. You can pay by check or money order by sending your payment to:
    Credit First NA
    P.O. Box 81344
    Cleveland, OH 44188-0344
  3. You can make an electronic debit payment from your checking account by calling us toll-free at 1-800-321-3950.

Payments made any way other than these three options may be delayed.

Sign into your account and click the View Payments link, and enter the following information in the fields provided:
  1. Payment amount. This must be at least the minimum payment amount, but cannot exceed the current balance.
  2. Routing number. Your checking account routing number found on the lower left side of your checks.
  3. Checking account number.
  4. Payment date. If before 5 PM ET, this can be as soon as today, but no further into the future than six months from today's date.
To cancel a payment, sign into your account and click on the View Payments link. Under Scheduled Payments, find the payment you wish to cancel and click the Cancel button. Verify your wish to cancel by clicking Cancel Payment in the confirmation message window.
 
To change a payment, sign into your account and click on the View Payments link. Under Scheduled Payments, find the payment you wish to change. Click on the Edit link located to the right of the payment information. Make changes to any of the fields displayed.
 
NOTE: Payments can be changed or cancelled only if they have not yet been processed. You will not be given the option to change or cancel unless the payment is eligible.
If you signed up to Go Paperless, CFNA will no longer mail paper statements to you. As a registered accountholder, you can view or print the last 12 statements of your account from this site.
 
If you did not sign up to Go Paperless, and you're not receiving your billing statements, contact Customer Service at 1-800-321-3950.
 
Please note, we do not generate billing statements for accounts with a zero balance.
It may be because you don't have the most current version of Adobe Acrobat Reader. To correct this, click here to download the latest free version of Adobe Acrobat Reader.
 
If you still have trouble, contact Customer Service at 1-800-321-3950.
There are several possible causes. Make sure your User Name is at least six characters long. Also make sure your Password contains at least seven characters, but no more than 20 and includes at least one letter and one number. Your Password cannot contain special characters, cannot be the same as your User Name, and is case-sensitive. You also may have trouble registering if your account is past due or closed, or if your Social Security number doesn't match what we have on file.
 
If you've checked all of the above and are still having trouble, please contact Customer Service at 1-800-321-3950.
This could be due to a couple of things. First, sign into your account. Check your Paperless Settings on the Manage Paperless Settings link under the Card Services tab and also check your email address on the Personal Information page under the My Profile tab. If your email address is correct, check the spam folder settings in your email box and make sure they allow email from estatements@CFNA.com.
For user names and passwords, go to the sign in screen and click on Forgot User Name or Password. Through a series of prompts, you will be asked to provide identifying information including your nine-digit account number, the last four digits of your Social Security number, your date of birth and the answer to your security question.
 
If you forgot your security question response or need additional help contact Customer Service by clicking here or call 1-800-321-3950 for assistance. Otherwise please follow the prompts to retrieve your User Name or reset your Password.
Navigate to Checking Account section and select the Edit button. Type in your new bank information and select the Update button. Once your payment is fully processed to your account and the information is accepted, the new bank information will remain.
We require legal documentation to make a name change on an account. You can send a copy of your legal documentation with a copy of front and back of your Driver's License for a name change to:
 
Credit First NA
P.O. Box 81315
Cleveland, OH 44181
There are four ways you can accomplish this:
 
  1. Print a copy of the agreement by signing into your account and accessing the Credit Card Agreement link on the left side of the My Accounts page.
  2. Submit a request in the Contact Us link at the top of the page.
  3. Call us toll-free at 1-800-321-3950.
  4. Send your request to:

Credit First National Association
BK-11/Customer Service
P.O. Box 81315
Cleveland, OH 44181-0315

You should first attempt to resolve the issue with the store where you obtained the purchase or service. If you can't come to a satisfactory resolution, please contact Customer Service at 1-800-321-3950.
Please keep in mind that described above are all the known resolutions to most technical problems. If none of these solve your issue, please email us by using the form on the CONTACT US tab. Be sure to select Technical Questions/Assistance from the drop down list. Please include as much information as possible such as:
 
  1. Exact time of the situation when you experienced this problem (time zone).
  2. IP address of your computer's system.
  3. Operating System and its version.
  4. Browser name and its version.
Yes! You will not be required to change your current username or password. If you would like to see an image of our former website, please click here.
 

CFNA.com requires: (1) access to the Internet; (2) an Internet browser which supports HTML 4.0, 128 bit SSL encryption, and JavaScript:

Platform Windows Windows Macintosh
Operating System XP Vista, Windows 7 or 8 OS 10.x
Browsers Firefox 31
Chrome 29 and above
Internet Explorer 9,10,11
Firefox 31
Chrome 29 and above
Safari 7
Firefox 31
Chrome 29 and above
 

Sign in Process

 
CFNA Sign In Key is an extra layer of identity verification before you can access your CFNA.com account. When you see your CFNA Sign In Key, you know you are on CFNA’s authentic website and not a fraudulent website. If you Sign In from an unrecognized device, you will be asked to answer a security question before you can continue signing in.
Signing in requires three steps:
  1. Enter your User Name and click Sign In.
  2. Confirm your CFNA Sign In Key image and phrase to ensure you are on the authentic CFNA.com site.
  3. Enter your Password and click Sign In. Do not enter your Password if you do not recognize your CFNA Sign In Key, and please contact us immediately at 1-800-321-3950.

If you have not selected your CFNA Sign In Key, you will be prompted to do so before you can access your account. Also, if you Sign In from an unrecognized device, you will be asked to answer a security question before you can continue signing in.

It helps keep your identity safe in two ways:
  1. It helps you confirm that you are at our authentic CFNA.com site and not a fraudulent website.
  2. It helps us confirm that it's actually you accessing your account because the process helps us verify your identity. If we don't recognize your computer, we will ask you one of your security questions as an additional line of defense against unauthorized access to your account.

If you have not yet chosen your CFNA Sign In Key image and phrase, and three security questions when you first signed in to our site, you will be prompted to do so the next time you Sign In.

Yes. When you Sign In to CFNA.com for the first time, you are asked one of your security questions. You will then have the option to choose Trust this device. If you select that option, a cookie is used so you are not challenged with one of your security questions the next time you Sign In. This cookie only tells us you are using a trusted device and does not track any personal information. No other website can read or use this cookie.

If you Sign In from an unrecognized device and/or choose not to Trust this device, CFNA.com will ask you one of your security questions to verify your identity. No cookies will be used in that instance.

Security questions prevent unauthorized users from accessing your CFNA.com account. It’s an extra layer of security should an unauthorized user manage to Sign In with your User Name and Password.

It is extremely important, however, to keep your Password safe and secure. If an unauthorized user gains access to a device that you have set as a trusted device, the unauthorized user will not be challenged by a security question.

If you recently cleaned or removed cookies from your device, CFNA.com won’t recognize it as a trusted device. As a result, you will be asked to answer one of your CFNA Sign In Key security questions to confirm your identity.

Yes. To make changes, follow these instructions:
  1. Sign In to your CFNA.com account.
  2. Under My Profile, select Security Settings.
  3. Change your image, phrase or security questions.
If you previously selected the Trust this device option to avoid being challenged by a security question, you can reset this option:
  1. Sign In to your CFNA.com account.
  2. Under My Profile, select Trust this device.
  3. Select Require answer to security question.

You will need to contact Customer Service at 1-800-321-3950. You will be asked to verify your account information. Once confirmed, the Customer Service Representative will reset your security questions. You will then be able to configure your CFNA Sign In Key security questions to your preferred settings once you Sign In again.