Frequently Asked Questions
My account is transferring to another OneMain Financial location. Where do I make my next loan payment?
You may make your monthly loan payment in person at any OneMain Financial office or you can use the remittance coupon and envelope in your regular statement to mail your payment. You may also pay by phone or register for online account management at OneMainFinancial.com where you can set up single or automatic, recurring payments on the day of your choice.
OneMain Financial branches are open from 8:00 a.m. to 5:00 p.m. Monday, Wednesday and Friday, and 10 a.m. to 7:00 p.m. Tuesday and Thursday. For Saturday hours, please call your local branch.
How can I locate the nearest OneMain Financial branch office?
Use our online Branch Locator. Or, call 877-550-6246 to contact the OneMain Financial branch office nearest you.
OneMain Financial cannot accept applications from residents in Alaska, Arkansas, Connecticut, Massachusetts, Nevada, Rhode Island, Vermont or Washington, D.C. If you reside in Alaska, Arkansas, Connecticut, or Nevada, click here for loan options.
What is the local telephone number for the branch where my account is housed?
To find the branch phone number where you loan is serviced, look on your statement, below the words "customer receipt."
Or use the OneMain Financial Branch Locator to find the branch nearest your home.
Can I find OneMain Financial on Social Media sites?
Yes, you can access our Facebook page at facebook.com/onemainfinancial. We're also on Twitter at twitter.com/OneMainTalk and you can watch our videos on YouTube at youtube.com/OneMainFinancial.
How do I manage my OneMain Financial account online?
You can register for online account management at OneMainFinancial.com. Once registered, you can make payments, view your statements, and more.
I am unable to register and am getting the following message: "Some information you have entered is either missing or invalid. Please verify and re-enter your information to continue." What do I do?
If you have changed your address recently, you may need to enter the ZIP code you used to open your account. If you have tried to re-enter your information and still cannot log in, just call our Online Support Center to verify that your 15-digit account number, the last four digits of your Social Security number, and the ZIP code you are entering match what is on record with OneMain Financial:
Online Support Center: 1-877-520-6246
My account was moved to a new branch. Can I still access my account online?
Yes, you can still access your account online using the username and password you created when you registered. However, your account number will be different. If you need to reset your username or password, you may need to use your newest account number.
If I renew my loan, will I still be able to log in with my existing Username and Password?
Unfortunately no. Because it is a new loan with a new account number, you'll need to register the new account for online account management.
Why has my local branch changed?
If your local branch closes, you will be assigned to the next closest available branch. Please note that your account number may change as a result. You will still be able to login to online account management using your existing Username and Password. However, if you need to reset your username or password at any time, you will need to use your newest account number.
Yes! Apply online today.
What is multi-factor authentication (MFA) and how does it work?
Multi-factor authentication is an extra level of security for verifying a customer's identity and preventing unauthorized users from accessing financial information.
How do I get more information about your loan products?
You can learn about our personal loans or debt consolidation loans by exploring our website. If you still have additional questions about our products as they relate to your individual situation, simply call your local branch. One of our loan specialists will be happy to answer your questions.
What is the interest rate or APR (annual percentage rate) on a loan from OneMain Financial?
Interest rates vary based on your credit score, payment history and your ability to make monthly payments. If you apply online, your application will be forwarded to your local loan specialist, who will be happy to discuss interest rates and options with you.
Will the personal loan interest rate and payment amount always stay the same throughout the life of the loan?
Every personal loan from OneMain Financial has fixed rates, which means your rate and payment will not change for the entire term of your loan.
Can I pay off my personal loan early? Will I incur charges for paying off early?
You can pay off your personal loan at any time without a pre-payment penalty or extra charge.
My loan is not escrowed what is the process for releasing Homeowners Insurance proceeds from a recent Claim?
The manager at your local branch is the primary contact for questions related to insurance proceeds, but anyone in the office will be more than willing to help start the process for releasing your insurance proceeds. To find the branch phone number where your loan is serviced, look on your most recent statement, below the words "customer receipt."
Or use the Branch Locator to find the branch nearest your home.
My loan is escrowed what is the process for releasing Homeowners Insurance proceeds from a recent Claim?
You can contact the Escrow Servicing Department at 866-528-1559 and a representative will get you started. For your convenience the fax number for the Escrow Servicing Department is 843-413-7818. As always, the manager at your local branch can assist you with questions related to insurance proceeds, but anyone in the office will be more than willing to help start the process for releasing your insurance proceeds. To find the branch phone number where your loan is serviced, look on your most recent statement, below the words "customer receipt."
Or use the Branch Locator to find the branch nearest your home.
How long does it take from the time I submit my application to when I find out whether I am approved for a loan?
Loan decisions are typically made at your local OneMain Financial office.
If you apply online today, you should receive an e-mail response in minutes, and your application will be transferred to your local OneMain Financial office. A loan specialist will contact you to discuss your options, and you could have the money you need as soon as tomorrow!
How do I know if I will qualify for a personal loan?
Final loan decisions are made at your local OneMain Financial office and are based on a variety of factors, including your credit history. You can review the Who Can Qualify page for more information.
Can I call the branch before I am approved for a loan, or do I have to wait for them to call me first?
Once you apply online, you should receive a response that includes the contact information for the local branch that received your application. If you have questions, you may contact this branch directly at any time. However, it's best to wait at least 24 hours to contact them to ensure that they have an opportunity to review your application.
Are there any fees to apply online?
There are no fees to apply online for a personal loan from OneMain Financial, and you are under no obligation to accept the offer presented to you.
How can I check the status of my online loan application?
If you would like to see the status of your previously submitted loan application please click Check Loan Status and enter the reference number you received in your application confirmation email.
What can I do if my application for credit is turned down?
We understand your need for credit. We've partnered with Credit Karma to provide you with additional information based on your needs. Credit Karma is a completely free service that allows you to check your credit score, as well as monitor activity on your credit report with Daily Credit Monitoring email alerts; dig deeper into your credit with your Credit Report Card ? a breakdown of key credit factors and where you stand; and simulate the impact of major financial decisions using the Credit Simulator. Learn more at Credit Karma.
How can I tell if an e-mail that appears to be from OneMain Financial is legitimate?
When receiving an e-mail, remember the following:
If you are still in doubt, do not respond or provide any of your personal information and delete the email.
How do you collect my personal information?
We collect your personal information when you provide account, contact or employment information, or when you apply for a loan or pay your bills. We also collect your personal information from others, such as credit bureaus, affiliates, or other companies.
How is my account data protected?
Account data is protected by two independent security protocols: strong encryption of data and your Online User ID and Password.
All financial transactions are secured using 128-bit encryption, which is currently the strongest available for commercial use. If you don't have a browser that supports 128-bit encryption, you'll need to upgrade it to access your online account management area.
Online User IDs and Passwords
To access your online account, you must enter an Online User ID and Password. You will also need to answer personal security questions that you have setup during the online account registration process
Do you share my personal information with other organizations?
From time to time, we may share your personal information with our affiliates or companies not affiliated with OneMain Financial for one or more of the following reasons:
Federal law gives consumers the right to limit some, but not all, sharing. Please review OneMain Financial's Privacy Notice carefully to understand your right to limit the sharing of your personal information. When we use other companies to provide services for us, we require them to protect the confidentiality of personal information they receive.
Why do you need my personal information?
OneMain Financial uses the information we collect about and from you to manage our business and to offer you an enhanced, personalized online experience.
The information we collect allows us to:
How is your staff trained to deal with privacy issues?
Employees receive annual training on privacy issues. OneMain Financial also has privacy policies and procedures that are made available to all employees.
Do I have any choices in how you use and share my personal information?
Federal law gives consumers the right to limit some, but not all, sharing. Please review OneMain Financial's Privacy Notice carefully to understand your right to limit the sharing of your personal information.
Can you take me off one or more of your solicitation lists (email, telemarketing or direct mail)? What happens if I am removed from your solicitation lists?
To be removed from our solicitation lists, please call your OneMain Financial branch or customer service.
Customers and consumers who receive a promotional email message about our products and services may elect to not receive future promotional email messages by using the instructions we provide at the bottom of the promotional email message. If you elect not to receive these messages, we will retain your e-mail address solely for the purposes of facilitating your request.
If you opt out of receiving marketing communications from OneMain Financial, you will no longer receive information about new products or special offers from OneMain Financial.
Why is there green highlighting in my address bar when I visit some pages on your website?
A green address bar means the site you're visiting has been issued an Extended Validation (EV) SSL Certificate. Only sites that have undergone vetting to ensure their authenticity can receive this certificate.
What is 128-bit encryption?
Encryption is technology that secures information transmitted over the Internet by scrambling it so that it's unreadable without a secret key or password to "decrypt" it. The benefit? It helps ensure that hackers can't intercept data while it's en route over the Internet.
The effectiveness of encryption is determined by the length of the key - the longer the key, the more difficult it will be for someone without the correct "decoder" to break the code. This is measured in bits. At OneMain Financial, we use a 128-bit key, which is the most widely used method available for commercial use.
How can I protect myself?
We want your online experience to be enjoyable and worry-free. That's why OneMain Financial uses 128-bit secure sockets layer (SSL) encryption. In addition, here are several simple security tips you can follow to protect yourself:
Act quickly if you suspect fraud. If you believe someone is trying to commit fraud by pretending to be OneMain Financial or another Citigroup business, please contact your local branch immediately.
Use a strong password. Choose passwords that are difficult for others to guess and use a different password for each of your online accounts. Use both letters and numbers and a combination of lower case and capital letters if the passwords or PINS are case sensitive.
Leave suspicious sites. If you suspect that a website is not what it purports to be, leave the site immediately. Do not follow any of the instructions it presents.
Be alert for scam e-mails. These may appear to come from a trusted business or friend, but actually are designed to trick you into downloading a virus or jumping to a fraudulent website and disclosing sensitive information.
Don't reply to any e-mail that requests your personal information. Be very suspicious of any e-mail from a business or person that asks for your password, Social Security number, or other highly sensitive information--or one that sends your personal information and asks you to update or confirm it.
Open e-mails only when you know the sender. Be especially careful about opening an e-mail with an attachment. Even a friend may accidentally send an e-mail with a virus.
Be careful before clicking on a link contained in an e-mail or other message. The link may not be trustworthy.
Do not send sensitive personal or financial information unless it is encrypted on a secure website. Regular e-mails are not encrypted and are more like sending a post card. Look for the padlock symbol on the bottom bar of the browser to ensure that the site is running in secure mode BEFORE you enter sensitive information.
Do business only with companies you know and trust.
Be aware! Phony "look alike" websites are designed to trick consumers and collect their personal information. Make sure that websites on which you transact business post privacy and security statements, and review them carefully.
Make sure your home computer has the most current anti-virus software. Anti-virus software needs frequent updates to guard against new viruses. Make sure you download the anti-virus updates as soon as you are notified that a download is available.
Install a personal firewall to help prevent unauthorized access to your home computer. This is especially important if you connect to the internet via a cable modem or a digital subscriber line (DSL) modem.
Monitor your transactions. Review your order confirmations, credit card, and bank statements as soon as you receive them to make sure you're being charged only for transactions you made. Immediately report any irregularities in your OneMain Financial accounts by calling your local branch.
Bank online at home, not in public places (like hotels or libraries) with wireless networks. Why? Because ID thieves using 'keylogging' software could capture your User ID and Password while you're typing them.
Don't be a victim of a check scam. Be wary of others asking you to deposit money and then transfer it out of your account.
What is a fraudulent e-mail?
A fraudulent (a.k.a. spoofing, imposter, or phishing e-mail) is one that has been forged so it looks like a legitimate e-mail from a particular organization (such as OneMain Financial). It's goal? Usually to trick you into providing sensitive personal information that can be used for identity theft.
It's often hard to detect a fraudulent e-mail. That's because the e-mail address of the sender often seems genuine (such as support@OneMainFinancial.com), as do the design and graphics. But there are telltale signs to be aware of. For example, fraudulent e-mails often try to extract personal information from you in one of two ways:
By luring you into providing it on the spot (e.g., by replying to the e-mail)
By including links to a site that tries to get you to disclose personal data.
How can I be sure that I'm dealing with OneMain Financial and not an imposter?
You can tell that you're dealing with OneMain Financial because:
We will never send you an e-mail asking for your passwords, credit card numbers, or other sensitive information.
If we request information from you, we'll always direct you back to a OneMain Financial site using links. These are for your convenience you can also reach our site using your bookmarks or any of our published URLs.
If you're required to enter personal information to perform a transaction, it's always done on a site secured with SSL technology you can tell because there'll be a padlock icon at the bottom of your screen. Most important, if you click on the padlock, a security certificate will pop up. In it, there's a section that says "Issued to:" If it's really a OneMain Financial site, then the URL will end in "OneMainFinancial.com."
How do I report a spoof e-mail?
Please call your local branch if you suspect that an e-mail claiming to be from OneMain Financial is a fraud. We'll ask you to provide basic information about the e-mail and to give us your contact data, so we can reach you if we need details.
What are the guidelines for creating a password?
Here are guidelines you can follow when creating a password and ways to protect it after the fact.
Choose a Good Password. These tips make it difficult for others to guess your password and help protect your account.
|Dos and Don'ts||Examples|
|Do use at least 6 characters and a combination of letters and numbers.||Good Passwords
|Do not use single words that can be found in any dictionary.||Bad Password
|Do not use your name, your spouse's name, your pet's name, birthday, favorite food, or any personal information that others can easily obtain.||Bad Passwords
fido (pet's name)
|Do not use a password that contains part of your online User ID or e-mail address.
jimmy (while your ID is jimmyinjersey)
Make it memorable. Pick something you'll remember. If you do need to write it down, make sure it's kept in a safe location and not available to anyone but you. Also, since this will be the password you need to access your accounts, take the time to think of a good strong one.
Change it periodically. It's good practice to reset your password every 30 to 60 days. If you ever suspect that someone may have your password, reset it and notify us immediately.
Keep in mind...you can also change your ATM PIN and online User ID in our Service Tab.
Don't share it. No one representing the Citigroup family of companies will ask for your password in any way other than through the secure Web form on our Web site. And you should never give it to anyone who asks for it via e-mail, phone or any other medium-even if they say they're from Citigroup.
Always sign off. End your session properly by selecting "sign off" and then closing the browser window-especially if you're using a computer at an Internet cafe or other public place.
Download security updates. Most browsers and operating systems automatically notify you of security updates at launch, so you can download them right away. If you don't want to download a patch or update immediately, make it a point to visit the company's site as soon as you can; all have clearly marked areas where you can obtain downloads.
How can I protect myself from identity theft?
Do not carry documents like your Social Security card, passport or birth certificate except when it's absolutely necessary.
Can I get information about mortgage servicing and default-related fees?
Yes. An explanation of common fees you may incur during the servicing of your mortgage loan is now available. You may download the fee chart in the FAQ section of the Online Account Management site. Or you may contact your local office and we will be happy to provide you with a copy.
What is the status of my account?
You can check the status of your account by registering for online account access, or you can contact your local branch.
Can I make online payments?
Yes, and our online account management is free, safe and secure. Once you register for online account access, you'll have the freedom to make payments when it's convenient for you.
We also offer additional payment options.
How do I make an online payment?
Enrolled users of online account management can log in and click the "Make a Payment" tab and then click on the "Pay this Loan" button to get started.
My payment is due today. If I make the payment online, will it be on time?
Yes. All online payments are posted on the day they are made. However, the money may not come out of your bank account for 1-3 days.
How long does it take an online payment to post to my account?
All online payments are posted on the day they are made. However, the money may not come out of your bank account for 1-3 days.
How do I know if a payment has been posted to my account?
Enrolled users of online account management can log in and click on the "My Accounts" tab and then click the "Account History" link to view past payments.
Can I still mail a payment to OneMain Financial even if I am enrolled in Online Self Service?
Yes, you can still mail your payment with the payment coupon and envelope enclosed in your printed statement. Remember to write your account number on the check or money order and make it payable to OneMain Financial.
How often can I pay my bill using online payments?
You can make one online payment per day, and you can have one online pending (not yet processed) payment at any given time.
Can I add multiple payment accounts to pay my bill online?
Yes. Our system allows you to store information for up to four payment sources.
Can I add my savings account as a payment account to pay my bill online?
Unfortunately, no. Only checking accounts can be used to pay bills online.
How do I remove a payment account?
When logged into online account management, click on the "Make a Payment" tab and click on the "Payment Sources" link. Select the account you wish to remove and click on the "Delete" button.
Can I change or delete a payment if I made a mistake?
If you scheduled a future payment in advance of your due date, you can make changes until 11:59pm ET on the day before your payment is scheduled. To change or delete a payment, click on the "Make a Payment" tab and then click on the "View/Modify Payments" link.
I just made a payment, why can't I see it in Account History?
During periods of scheduled system maintenance, your payment may show as a pending payment until processing. To view pending payments, click on the "Make a Payment" tab and then click on the "View/Modify Payments" link.
What if I need to make a payment and the system is down or unavailable?
If you need to make a payment during a time when the online account management site is down, please call or visit your local branch.
Can I schedule an online payment to post to my account for a future date?
Yes, you can make a single, one time payment on the day of your preference.
Can I have my payment automatically deducted from my checking account?
Yes. When logged into online account management, you can set up recurring payments by clicking the "Make a Payment" tab and then click on the "Pay this Loan" button to get started.
How far in the future can I schedule a recurring payment?
The first payment in a recurring payment stream defaults to the next payment due date. You can change your first payment to begin any day before your next payment due date. Your first recurring payment cannot begin after the next payment due date.
I am setting up a recurring payment with a semi-monthly or bi-weekly frequency. Why is my first payment for the full monthly amount due?
The first payment for ALL recurring payments is the full amount of the monthly payment due to protect you from going "interest short" on your account. Subsequent recurring payments will be paid with the bi-weekly or semi-monthly amount due.
Can I make an online payment if I am enrolled in AutoPay?
Yes, you can always make an additional payment online if you are enrolled in AutoPay. However, you will not be able to set up online recurring payments.
Where should I mail my payment?
Please mail your payment to:
P.O. Box 183172
Columbus, OH 43218-3172
Why can't I see my Payoff payment in Account History?
Because of the way Payoff payments are processed, the transaction will not show in "Account History" immediately. Your Payoff payment may show as a pending payment until processing. To view pending payments, click on Payments and clicking on Modify/View Payments.
Why isn't my balance showing as $0.00 after I made an online payment equal to my Payoff amount?
Because of the way Payoff payments are processed, your balance will not reflect your Payoff immediately. Your Payoff payment may show as a pending payment until processing. To view pending payments, click on the "Make a Payment" tab and then click on the "View/Modify Payments" link.
I recently paid my account in full. Do I need to cancel my recurring payment?
No. Recurring payments are automatically cancelled when your account is closed. Your online account management access will be available for 60 days after your account is paid in full.
Can I change my due date online?
You cannot change it online, but you can call your local branch to change your due date.
How can I view pending payments to my account?
Enrolled users of online account management can view pending payments by clicking on the "Make a Payment" tab and clicking on the "View/Modify Payments" link.
How do I change my Username?
When logged into online account management, click to the "My Profile" link at the top-right hand side of the page and then click on the "Change Username" link.
How do I change my password?
When logged into online account management, click on the "My Profile" link at the top-right hand side of the page and then click on the "Change Password" link.
How do I change my address online?
When logged into online account management, click on the "My Profile" link at the top-right hand side of the page and then click on the "Change Address and Phone Number" link.
How do I change my address if I am moving to a foreign country?
If you are moving out of the United States, please call your local branch and provide them with your new address.
My name has changed. Can I change my name for my account online?
Yes, just call your local branch to update your information.
Why am I unable to sign on or register for Online Account Management?
Online Account Management undergoes nightly maintenance between 1:00am- 2:00am Eastern Standard Time (EST). On occasion, the maintenance window may extend until 4:00am EST. You may not be able to sign on or register during this time. A maintenance message will notify you that this is what is happening.
You may also be unable to sign on because you have entered an incorrect username and/or password. If you entered the correct username and password, but were unable to sign on, then you may have entered the wrong answers to your personal security questions. See the answers to resolve this below.
You may also be unable to register because you have entered in incorrect information regarding your account number, last four digits of your social security number and/or zip code. See the answer to resolve this below.
I forgot my Username, how do I retrieve it?
To get your Username, click on the "Forgot Username" link on the login page. You'll need to enter your 15-digit account number, the last four digits of your Social Security number, and the ZIP Code that OneMain Financial has on file. You'll then be asked to answer two security questions, which you provided at registration. If you're still unable to retrieve your Username, simply call our Online Support Center to verify that the information you're entering matches what we have on file.
Call toll-free: 1-877-520-6246
Your local Branch does not have the ability to reset your Username.
I forgot my Password, how do I retrieve it?
To get your Password, click on the "Forgot Password" link on the login page. You'll need to enter your Username, 15-digit account number, the last four digits of your Social Security number, and the ZIP Code that OneMain Financial has on file. Next, you'll be asked two security questions which you provided at registration. If you're still unable to retrieve your Password, simply call our Online Support Center to verify the information you are entering matches what we have on file.
Call toll-free: 1-877-520-6246
Your local Branch does not have the ability to reset your Password.
I forgot the answers to my Multi-Factor Authentication (MFA) Security questions, how do I reset them?
To reset your MFA security questions you will need to log out of online account access then:
1. Go to the login screen and click on the "Forgot Username?" link.
2. On the Forgot Username screen, enter your 15-digit account number, the last four digits of your Social Security number, and your ZIP code.
3. On the next screen, select "Register quickly and securely" from the Username drop-down menu.
4. Choose a new Username, Password, and then re-answer the five MFA security questions.
5. Review the Terms and Conditions and, if you agree, click the "I agree" button.
6. Your account will be re-registered for online account access. Please use your new Username and Password to manage your account online.
What are identity authentication questions?
They're questions presented during the online account management registration process that help OneMain Financial verify that you are who you say you are. Only you, the applicant, know the answers to these questions, and they're based on information that you wouldn't typically carry in your wallet.
Please note that we are not using this information for any purpose other than to assist in authenticating your identity.
What if I can't provide the information being requested?
The information being requested was either provided by you at an earlier date, or is readily available to you as a OneMain Financial account holder. For further assistance to register your account online, please call 1-877-520-6246.
I've entered the correct information, but it's not being recognized. What do I do?
Please call 1-877-520-6246 if you are having difficulty signing on to your online account. You may need to reset your username or password.
My account has been blocked. How do I unblock it?
If you enter the wrong User Name and Password combination too many times when you set up online access, your account will be blocked. Please call 1-877-520-6246 to unblock your account.
If you are signing on to your account and fail to match your User ID and password after several attempts, your password will be blocked. To reset your password, call toll-free: 1-877-520-6246
How can I receive alerts about activity on my account?
To receive alerts about activity on your account, log into online account management and select "My Profile" from the top menu (right-hand side). Then select "Change Account Alerts" and follow the on-screen instruction.
Can I send you an e-mail with a question about my account?
We recommend that you call your local branch with specific questions about your account. Email is not secure and should never be used for sensitive account-related information.
How do I cancel my enrollment in online account management?
Enrollment in online account management cannot be cancelled.
Can I still log into online account management after my account is closed?
Your online account management access will be available for 60 days after your OneMain Financial account is paid in full. After 60 days, your online account management access will be cancelled.
I have more than one OneMain Financial account. Can I access all of my accounts with the same login information (user name and password)?
No, you must create a user profile (username and password) for each OneMain Financial account you wish to access online.
How soon after I enroll in online account management can I view my account statement?
You can immediately view your most recent statement online upon enrolling. If you are a new customer, you must wait until your first statement is processed to view it online.
Where can I find my APR information online?
When logged into online account management, click on the "My Accounts" tab and then on "Account Details" to view your APR.
How do I view my account balance?
When logged into online account management, click on the "My Accounts" tab and then on "Account Details" to view your current balance.
Can I sign up for paperless statements?
Not at this time. We currently do not have the capability to stop paper statements from being sent.
Can I download all the account statements that appear online?
Yes, account statements may be downloaded as Adobe PDF files.
Will I still receive a printed statement after I enroll in online access?
Yes, you will continue to receive your printed statement as usual.
Can I view my online statement in a language other than English?
No. Currently, online statements are only available in English.
I am a CitiFinancial Servicing customer. Why can't I access my account online?
We recently made changes to our websites. As a CitiFinancial customer, we ask that you please go to CitiFinancialServicing.com to manage your account online.
If you previously registered for Online Account Management at CitiFinancial.com, your existing Username and Password will allow you to login at CitiFinancialServicing.com.
If you need further assistance, please contact CitiFinancial online support at 866-466-9537.