Managing My Account

What are automatic payments, and how do I set them up?

Setting up automatic payments enables you to pay a specified amount toward your credit card on the same day each month. To set them up, sign in to your online account and select the “Transfers” tab. Select the account you want to pay from and choose the credit card you want to pay. Fill out the amount, select the date and make it a recurring payment. You can assign your payment to any day between the 1st and the 28th of the month, as long as your payments aren’t past due.

How do I freeze/unfreeze my card?

If you temporarily misplace your credit card, freeze the card while you locate it. To activate, sign in to digital banking, select your credit card and click “Freeze Card.” Once you’ve found your card, unfreeze it just as easily.

Freezing your card isn't a notification that your card is lost or stolen, or that there have been unauthorized transactions on your account. It's simply a way to confirm no transactions can be made until you find your card. If your card is lost or stolen, or if you notice unauthorized transactions, please call 1-888-842-6328 immediately.

What are automatic alerts?*

Automatic alerts are a great way to stay in the loop and protect your account. Sign up to receive alerts about things like credit card transactions or recurring payments. To set them up, sign in to your online account, click the “Account Services” tab, click "Sign Up for Account Notifications” and select "Cards" under the "Notifications" tab.

Adding an Authorized User

Can I add an authorized user to my account?

Yes, you can add up to 4 authorized users. An authorized user can make purchases on your credit card account but isn’t an account owner. They aren’t financially responsible for the account, but we notify the credit bureaus that they’re authorized to use your account.

What information do I need to add an authorized user to my account?

You’ll need to provide the authorized user’s Social Security Number, date of birth, address and name to be printed on their card.

How do I add an authorized user to my account?

To get started, send us a secure message through digital banking* or call us at 1-888-842-6328.

Rewards

How do I earn rewards with my Navy Federal Rewards Credit Card?

Just start spending with your card, and the cash back or rewards points will start accumulating automatically.1

How do I redeem my rewards?

Online Banking

  1. Sign in to online banking.
  2. On your "Account Summary" screen, under "Loans & Credit", select a rewards card.
  3. Under "Rewards Points", click "Rewards" to enter the redemption site.

Mobile Banking (Cash rewards only)

  1. Sign in to mobile banking.*
  2. On your "Accounts" screen, select a rewards card.
  3. Tap the blue "More" button next to your account balance.
  4. Under "Card Benefits", tap "Cash Rewards".
  5. Specify how you’d like to receive your rewards.

What is the Navy Federal Member Mall®?

Member Mall is our online marketplace, where you can get rewards beyond what you’d get for purchasing in-store or from a retailer’s website–up to 15 points or 15% cash back per dollar spent. You'll also get access to exclusive special offers, our featured Deal of the Week and free shipping from select retailers.

Credit Line Increases

How can I request a credit line increase?

Sign in to online banking to submit your credit line increase request. If you prefer, send us a secure message through online banking or call us at 1-888-842-6328.

What information do I need to request a credit line increase?

You’ll need:

  • employment information
  • income details
  • housing expenses

Will you pull my credit report?

Yes. When you submit a credit line increase application, you'll be asked to give Navy Federal permission to obtain a consumer credit report so we can evaluate your creditworthiness.

Why was my recent credit line increase request denied?

The most common reasons for denial are listed below. However, for specific reasons, please refer to the letter we sent you informing you of the denial. If you have any questions regarding the notice you received, please send us a secure message through online banking or call us at 1-888-842-6328.

If your letter says… Explanation
Your Navy Federal account is too new We like to see at least three months of on-time payments on an existing Navy Federal Credit Card account before approving an increase to its credit line.
There has recently been a change to the credit line on this account We generally grant credit line increases on an existing credit card account no more than once every six months.
Delinquent past or present credit obligations with others Your credit report shows you’ve paid one or more creditors late.
Income insufficient for amount of credit requested Based on information provided in your application, your current credit line is appropriate given your stated income.
Excessive credit obligations Your credit report shows high utilization of revolving lines.
Excessive credit obligations in relation to income Your total monthly payment obligations exceed our debt-to-income standards.

Security & Privacy

How do I request a new or replacement card and PIN?

To get started on this, please send us a secure message through online banking or call us at 1-888-842-6328.

What can I do if my card is missing?

If you temporarily misplace your Navy Federal Credit or Debit Card, you can freeze it while you locate your card. Once found, you can unfreeze it in seconds on the mobile* app and continue using it as you did before. It's simply a way to ensure no transactions can be made until you find your card.

If your card is lost or stolen, or if you notice unauthorized transactions, please call us immediately at 1-888-842-6328. Simply freezing your card won't alert Navy Federal that it's lost or stolen.

How can I report a lost or stolen credit card?

If your card is lost or stolen, or if you suspect you’re a victim of fraud or identity theft, call us immediately at 1-888-842-6328 or send us a secure message through online banking. We’ll put an immediate hold on your account.

What is a chip card?

Chip-enabled cards have an embedded chip on the front, which securely transfers your account data to merchants through a chip-enabled card reader. Both the chip and the transaction are heavily encrypted. This makes it more difficult for your account to be compromised.

What are my digital wallet options?

We offer Apple Pay®, Google Pay, Masterpass and Samsung Pay® for use in stores, and Visa Checkout® and Masterpass for online purchases. Digital wallets provide a secure alternative to entering your Navy Federal card information. At a register, simply wave your phone at the terminal to pay. Online, you’ll quickly sign in to avoid typing your card and contact information.

What is Navy Federal’s Zero Liability policy?

Our Zero Liability policy ensures that you won’t be responsible for reported, unauthorized transactions on your account.

Disputes & Fraud Claims

What's the difference between a billing dispute and a fraud claim?

A billing dispute is when you tell us you believe there's an error regarding a transaction or calculation, or when you tell us you have a concern as to the property or goods purchased with your credit card. For example, you might believe you’ve been overcharged or you haven’t received the product or service for which you paid.

A fraud claim is when you tell us you didn’t authorize a transaction appearing on your account. For example, you might believe you were charged for something you didn't authorize.

How do I file a billing dispute?

Sign in to online banking to complete our dispute form, or call us at 1-888-842-6328.

How do I report fraud on my account?

To prevent further fraudulent charges, call us immediately at 1-888-842-6328 or send us a secure message through online banking so we can put a hold on your account and discuss further details regarding your case. You may also report fraud by signing in to online banking, selecting “Account Services” and then selecting “Report Fraud” in the “Online Account Management” section.

How long will it take to resolve my billing dispute or fraud claim?

The length of time varies. Resolution will occur within two complete billing cycles (but no more than 90 days) from the date you notify us. We’ll complete our investigation and report the results back to you.

Balance Transfers

How do I transfer a balance from another credit card to my Navy Federal Credit Card?

Mobile Banking

  • Sign in to mobile banking.*
  • From your "Accounts" screen, select the card you’d like to transfer to.
  • Tap the blue "More" button next to your account balance.
  • Under "Credit Card Management", tap "Balance Transfer".

Online Banking

  • Sign in to online banking.
  • On the "Transfers" tab, click the box in the lower right of the screen that says "Make a Credit Card Balance Transfer".
  • Follow the on-screen instructions to complete your transfer.

What information do I need to submit a balance transfer?

You’ll need:

  • the name and address of the other financial institution (Navy Federal accounts are excluded)
  • your account number at that financial institution
  • the amount you’d like to transfer

When will the balance transfer post to my account?

For new accounts, it takes 14 business days after your account is opened for the balance transfer to post to your account. For existing accounts, a balance transfer typically posts to your account within 14 business days after your transfer request. Continue to make your minimum payments in the interim.

Rates & Payments

What is the U.S. Prime Rate?

It’s a benchmark interest rate used by financial institutions to set rates on consumer loan products (such as credit cards). The U.S. Prime Rate is based upon, and generally changes with, the Federal Reserve’s Fed Funds Rate. You can find the current U.S. Prime Rate in the "Money Rates" column of The Wall Street Journal.

What is APR?

APR (annual percentage rate) is the rate of interest you'll pay on your credit card annually.

What is the APR for my credit card?

You can find the APR on your periodic credit card statements for that billing period or via digital banking.

How is the variable APR for my credit card determined?

Your Standard variable APR is determined and adjusted on the first business day of each month by adding a Margin to the U.S. Prime Rate published in The Wall Street Journal on the first day of the previous month. Your Margin is a percentage amount that we determine based on an evaluation of your credit history. Your cash advance rate is 2% higher than your Standard APR, not to exceed the amount specified in your Account Agreement. Currently, APRs for federal credit union loans are capped at 18%.

For example: If the U.S. Prime Rate is 4.00% and your Margin is 9.00%, then your variable APR for purchases, balance transfers and convenience checks will be 13.00% APR (4.00% U.S. Prime Rate + 9.00% Margin = 13.00% APR). Your APR for cash advances will be 15.00% APR (4.00% U.S. Prime Rate + 9.00% Margin + 2.00% cash advance added rate = 15.00% APR).

When does interest apply?

Interest applies only to your credit card’s outstanding balance at the time your account cycles. Your payment due date is 25 days after the close of each billing cycle. If you pay your entire balance by the due date each month, you aren’t charged interest on your purchases. For cash advance, balance transfer and convenience check transactions, interest is assessed from the date the transactions post to your account.

Travel

Will I be charged any additional fees for using my credit card overseas?

No. We don’t charge foreign transaction fees on any of our credit cards; however, we do charge $0.50 for obtaining cash advances using non-Navy Federal ATMs in the U.S. and $1.00 in foreign locations.

What should I do before traveling to safeguard my credit card account?

You can set up a Travel Plan through our mobile app* or send us a secure message through online banking. Be sure to let us know the dates you’ll be traveling and where you’re going.

Member Mall®

How do I earn rewards from retailers through the Navy Federal Member Mall?

Sign in to your online account and select the credit card you’d like to use from your “Account Summary.” Click “Member Mall” under “Rewards Points,” select a merchant and start shopping.

I have a Navy Federal Platinum credit card. Can I earn rewards on Member Mall?

Yes, Platinum cardholders receive cash back in the form of a statement credit.

What do I need to access Member Mall?

All you need is a Navy Federal Credit Card. Rewards earned from shopping with participating merchants in Member Mall will be credited to your Navy Federal Credit Card account.

Can I redeem rewards for merchandise at Member Mall?

No. Visit redeem rewards in cardholder resources for more information.

I’m trying to go to the Member Mall website, and it says I must have cookies enabled. What does this mean? What do I do?

Cookies must be enabled in your web browser to receive credit while shopping at many of our online retailers. Please check your browser's "Help" section for more information on how to enable cookies.

Why are cookies required?

We need to be able to track purchases in order to successfully give rewards for shopping at Member Mall. This tracking function is performed using cookies both from Cartera's affiliate networks and from many of the retailers in Member Mall. Though Member Mall doesn’t require cookies for you to access the website, retailer and affiliate network cookies are required in order to successfully shop and earn rewards.

Can I go shopping and give my rewards to someone else?

No. Rewards are non-transferrable.

Do I need to keep the order number I receive from the retailer?

Yes. Order information you receive from a retailer is reported back to Member Mall to award rewards. If you have questions regarding rewards earned with Member Mall, please use our email customer service tool located in the "Contact Us" section of the Member Mall website. If you have a question about your order, please contact the retailer directly.

Do I need to mail anything in?

No. After the purchase is made, the retailer will report the information needed to post your rewards back to Member Mall. Member Mall will use this information to post rewards to your account.

How are the rewards I earn calculated?

Rewards earned are calculated on the net amount of eligible purchases. Taxes, special handling charges, returns, freight or shipping costs and any unshipped products aren't included in the rewards calculation. Individual retailers determine eligible purchases. Please refer to the retailer detail page for complete information.

After I make a purchase from a Member Mall retailer, when will the rewards post to my account?

The rewards typically post to your account within 8 weeks of the purchase date. Some exceptions do apply. See participating retailer offer information on the Member Mall website for complete details.

Why am I seeing my rewards appear faster on my Member Mall account than on my Navy Federal online rewards statement?

The rewards are typically credited to your Member Mall account as the merchant reports the purchase. Your rewards post to your Navy Federal online rewards statement 1 business day after your Member Mall account is credited.

How do returns, exchanges and/or backorders affect the rewards earned for the purchase?

If any part of a qualifying order is returned to the retailer or isn't completed, your rewards for that transaction may be reduced or removed from your Member Mall account. Please check each retailer's policy for returns.

How do I know if my rewards have posted to my Member Mall account and are available for use?

Sign in to your online account and select the credit card you used from your “Account Summary.” Click “Member Mall” under “Rewards Points.”

Is there a limit to the number of rewards I can earn through Member Mall?

No. The more you shop, the more you earn. As a reminder, you can’t earn rewards for taxes, special handling charges, freight or shipping costs or any unshipped or returned products. In addition, please refer to the retailer offer page for complete information regarding eligible purchases.

Why is the retailer I recently shopped with no longer an option?

The Member Mall program is continually trying to find the best retailers for members to shop with. From time to time, the available retailers may change. If there’s a particular retailer you’d like to shop with, please contact us with your comments.

What browsers can I use to view the Member Mall website?

Windows: Recommended browsers include Internet Explorer 7.0 and above and Firefox 3.5 and above. Other compatible browsers that support frames, Javascript, cookies and Secure Socket Layer (SSL) protocol may work with reduced site functionality.

Macintosh: Recommended browser is Safari 2.0. Other compatible browsers that support frames, Javascript, cookies and Secure Socket Layer (SSL) protocol may work with reduced site functionality.

Can I earn rewards for shopping at an online retailer that isn’t on this website?

No, you must click through a valid link from the Member Mall website to earn rewards for the purchases you make.

If I’m just browsing and don't make a purchase, can I go back directly to the retailer at a later date and earn rewards?

No, you must come back to Member Mall and click through the links for that specific retailer.

I just went shopping at a retailer listed on the Member Mall website. Can I earn rewards for my purchase even though I didn’t access the retailer's website through Member Mall?

No, you must click through Member Mall retailer links to earn rewards. This is how we’re able to confirm your purchase.

How do I know if my purchase is qualified to earn bonus rewards?

In order for a purchase to qualify for bonus rewards, you must make the purchase with your Navy Federal Credit Card and access the merchant link or purchase a retail gift card through Member Mall.

Shipping, handling and taxes aren't eligible for bonus rewards with some participating merchants.

On a merchant-by-merchant basis, specific products, types of purchases, shipment destinations, third-party services, etc. may not be eligible for bonus rewards. Merchants may exclude bonus point offers on purchases shipped outside of the continental United States. Please be sure to read each merchant's terms and conditions for specific exclusions.

You can also reference the Member Mall Terms & Conditions for complete program details.

How can I unsubscribe from marketing emails?

You may unsubscribe from Member Mall marketing emails by selecting the "View My Shopping Account" link on the Member Mall website, then clicking "Profile" to indicate your preferences.

Cell Phone Insurance Coverage

How do I sign up?

Just pay your monthly cell phone bill with your Navy Federal Visa® or Mastercard®. There’s no additional cost to you and no need to sign up.

Will I be covered if I pay my bill with my debit card?

This cell phone insurance plan is only available with Navy Federal Visa or Mastercard consumer credit cards, including:

  • Flagship Rewards
  • cashRewards
  • GO REWARDS®
  • Platinum
  • nRewards®
  • nRewards Secured

This benefit isn't available with Navy Federal More Rewards American Express® Cards, Platinum Home Equity Line cards, any type of debit or prepaid card, and business credit cards.

What does the plan cover?

The plan covers the first 3 phones listed on your monthly bill from accidental damages that render the phone unable to make or receive calls. Cosmetic damages such as cracked screens generally won’t be covered by the plan.

The plan doesn’t cover lost phones. If the phone is stolen, the cardholder must file a police report within 48 hours to maintain the coverage. See your card’s program description guide for coverage specifics and limitations.

Will I be covered in the following situations:

  1. If I have a child in college who’s on my cell phone plan?

    Yes, your child’s phone will be covered as long as you’re paying the entire monthly bill using a Navy Federal Credit Card and it’s one of the first 3 phones listed on your bill.

  2. If I’m an authorized user on my parent’s Navy Federal Credit Card, but I have my own cell phone plan?

    Yes. You’re covered as long as you pay your bill using your own Navy Federal Credit Card, even if your parent is on a different plan.

  3. If I have a line on my sibling’s cell phone plan, but I pay my portion of the bill on my Navy Federal Credit Card?

    No, this isn’t covered. The entire bill must be charged to 1 card.

  4. If I’m paying my mom’s cell phone bill?

    It’s best if the plan owner and the card owner are the same. In cases of non-standard payment arrangements, it’s ultimately up to your cell phone insurance provider to determine coverage eligibility. However, if you can prove to the provider that you paid the full amount of your mom’s cell phone bill on your Navy Federal Credit Card, it will likely be covered.

My cell phone is covered under another policy (e.g., cell phone provider, home coverage). Will this plan still help me out?

Yes. However, since this plan is supplemental to any other coverage you may have, you’ll need to turn to your primary provider first. If the amount of damage exceeds their coverage or if you have a deductible you have to meet, then this insurance may help you with any out-of-pocket amounts. Contact the insurer directly for more information.

Will I still be covered if I don’t carry any other cell phone insurance?

Yes, but before you drop any existing coverage, please review the benefit terms carefully to ensure it will meet all your coverage needs.

Will I be covered even if I don’t have the original receipt for the phone?

Yes. The cell phone itself doesn’t need to be purchased with a Navy Federal Credit Card to be eligible for coverage. You only need to pay your monthly bill with your Navy Federal Credit Card.

Do I have to keep paying my cell phone bill every month to be covered, or just the month it was damaged?

You have to pay your cell phone bill the month before the damage occurs to ensure coverage.

I forgot to pay my cell phone bill last month. Will I lose coverage?

If you fail to make a cell phone bill payment in a particular month, your coverage will be suspended. Coverage will resume on the first day of the month after you’ve made a cell phone bill payment with your eligible credit card.

Why do I have to give my full card number when I call Visa/Mastercard?

Your full card number is the only way Visa and Mastercard can confirm your identify as a covered cardholder..

Disclosures

1Rewards are earned on eligible net purchases. "Net purchases" means the sum of your eligible purchase transactions minus returns and refunds. Eligible purchase transactions do not include, and rewards are not earned for, the following transactions: cash advances, convenience checks, balance transfers, or fees of any kind, including finance charges, late fees, returned check fees, ATM cash advance fees, and annual fees, if any. Cash equivalent transactions, such as the purchase, loading or re-loading of gift and prepaid cards (e.g., money orders, Visa® Buxx Cards, GO Prepaid Cards and other cash equivalent gift cards), may not be eligible purchase transactions and may not earn rewards.

Samsung Pay is a registered trademark of Samsung Electronics Co., Ltd.

MasterPass is a trademark of Mastercard International Incorporated.