Frequently Asked Questions

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, sign in to the mobile app,* call us at 1-888-842-6328 or visit a branch.

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.^{Footnote 1}

How do I redeem my rewards?

Mobile Banking 

1. Sign in to mobile banking.*
2. On your Accounts screen, select a rewards card.
3. Select Rewards.
4. Tap Redeem Rewards to enter the redemption site and redeem your rewards.

What is Navy Federal Member Deals®?

Member Deals 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.^{Footnote 2}  You'll also get access to exclusive special offers, our featured Deal of the Week and free shipping from select retailers.

How can I request a credit limit increase?

Sign in to online banking to submit your credit limit 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 limit increase?

You’ll need:

• employment information
• income details
• housing expenses

Will you pull my credit report?

Yes. When you submit a credit limit 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 limit 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.

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. You'll receive a new plastic card in the mail within 7-14 business days.

How can I pay while I'm waiting for my new card to arrive?

If your card is reported lost or stolen, you can get a digitally issued card sent to your email and use it immediately while you wait for the new plastic card to arrive in the mail. You can even add your new card number to your mobile wallets for contactless pay. Visit a branch or call us at 1-888-842-6328 to request a digitally issued card.

You'll receive your plastic card in the mail within 7-14 business days.

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®,^{Footnote 3} Google Pay™ and Samsung Pay® for use in stores. 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.

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. It's also when you tell us you didn’t receive a billing statement when you should have. 

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 submit a billing dispute?

Sign in to online banking or through your mobile app* to submit through our Dispute Center.

Other options include visiting a Navy Federal branch or writing to us at Navy Federal Credit Union, Attention: Credit Card Disputes, PO Box 3503, Merrifield, VA 22119-3503, or calling us at 1-888-842-6328.

How do I report fraud on my account?

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. You may also report fraud by signing into online banking or the mobile app.* From the main navigation, click “Cards,” then select the card you want to report fradulent. In “Card Management”, select “Report Fraud” and fill out the form.

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

The length of time varies. Resolution will occur within 2 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.

How will Navy Federal contact me about requests for additional information and/or status updates?

We’ll contact you through the email or mail with status updates and/or requests for more information. You can also track the status of your dispute through the Navy Federal Dispute Center or by calling us at 1-888-842-6328.

Am I responsible for paying this charge even though I’m disputing it?

You’re not responsible to pay the disputed amount(s) or the associated interest charge(s) during our investigation. However, your available credit will be reduced by the disputed amount unless a temporary and/or permanent credit has been given.

When will I see a credit?

Your account will be credited if our investigation confirms the transaction was made in error or if the merchant posts a credit. If we find an error didn’t occur, you’ll be responsible for paying the disputed transaction(s).

Where should I send supporting documentation about my billing disputes?

You may submit your documentation using the following methods: 

• Uploading the documentation to the Navy Federal Dispute Center at navyfederal.org.
• Sending a secure message via our Online Banking service.
• Writing to us at Navy Federal Credit Union, Attention: Credit Card Disputes, PO Box 3503, Merrifield, VA 22119-3503. 
• Visiting a Navy Federal branch. 

Navy Federal cannot use videos, voice recordings or printed pictures to support your claim. You can provide phone records to show attempts to contact the merchant.

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".

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?

If your account is newly opened, we won't make the balance transfer request for up to 10 days to allow you time to receive and review the disclosures that come with your new credit card. After that, it typically takes up to 14 additional days for your other financial institution to receive and process our balance transfer payment. For existing accounts, a balance transfer is typically posted to your account within 14 days after your transfer request. While waiting for your other account(s) to be paid by the balance transfer, you should continue to pay them to avoid late charges and delinquency.

What is the US Prime Rate?

It’s a benchmark interest rate used by financial institutions to set rates on consumer loan products (such as credit cards). The US Prime Rate is based upon, and generally changes with, the Federal Reserve’s Fed Funds Rate. You can find the current US 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 variable Standard APR is determined and adjusted on the first business day of each month by adding a Margin to the US 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, but won't exceed the  highest rate permitted by law. Currently, APRs for federal credit union loans are capped at 18%.

For example: If the US 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% US Prime Rate + 9.00% Margin = 13.00% APR). Your APR for cash advances will be 15.00% APR (4.00% US Prime Rate + 9.00% Margin + 2.00% cash advance added rate = 15.00% APR).

When does interest apply?

Interest is applied to your account on your statement closing date, which is the last day of your billing cycle. Your payment due date is 25 days after the close of your account's billing cycle. If you pay the New Balance on your monthly billing statement by the due date each month, you won't be 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.

What is a contactless card?

A contactless card uses tap-to-pay technology that allows for close-range, contactless transactions at checkout. The card still has a magnetic strip and chip for traditional purchasing methods if contactless payment terminals aren't available at a particular merchant.

How do contactless transactions work?

To conduct a contactless, tap-to-pay transaction, tap or hold your card 2 inches or less from the Contactless Symbol on the terminal, and encrypted card information will be transferred between the card and the reader. Some merchants may ask you to sign for the purchase or enter your PIN as well. Your purchase should be completed in seconds.

Where can I use my contactless card?

Look for the Contactless Symbol on your card and the chip reader. If contactless payment isn’t available, you can still swipe or insert your card into the chip reader to make your purchase.

What other terms are used to describe contactless purchasing?

You might also see contactless purchasing described as: Wave and Go, Tap to Pay and Swipe Free Shopping.

Are contactless cards as safe as chip cards?

Today’s contactless cards with chip technology use a secure microprocessor that generates a unique cryptographic code that changes for every transaction, just like chip cards. The contactless technology cannot be read much more than 2 inches away, so it's unlikely card information can be unknowingly captured from your card when using the contactless terminal. Just make sure you have only one contactless card near the terminal.

What are the benefits of using a contactless card?

• Convenience—Contactless cards are becoming more and more popular with the ease and speed of transaction the cardholder experiences at checkout. With that popularity, more merchants across the US are equipping their payment systems with contactless technology.
• Protection—The ability to use contactless payments benefits from using the encrypted chip technology and safeguards already on the card. Plus, it reduces any physical contact the cardholder may have with the card terminal and prevents the merchant from physically handling your card.

Does it cost extra to pay using tap-to-pay technology?

There's no additional fee associated with contactless purchasing.

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 US and $1.00 in foreign locations.^{Footnote 4}

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.

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

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

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

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

What do I need to access Member Deals?

All you need is a Navy Federal credit card. Rewards earned from shopping with participating merchants in Member Deals will be credited to your Navy Federal credit card account.

Can I redeem rewards for merchandise at Member Deals?

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

I’m trying to go to the Member Deals 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 Deals. This tracking function is performed using cookies both from Cartera's affiliate networks and from many of the retailers in Member Deals. Though Member Deals 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 Deals to award rewards. If you have questions regarding rewards earned with Member Deals, please use our email customer service tool located in the "Contact Us" section of the Member Deals 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 Deals. Member Deals 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 details page for complete information.

After I make a purchase from a Member Deals 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 Deals website for complete details.

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

The rewards are typically credited to your Member Deals account as the merchant reports the purchase. Your rewards post to your Navy Federal online rewards statement 1 business day after your Member Deals 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 Deals account. Please check each retailer's policy for returns.

How do I know if my rewards have posted to my Member Deals 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 Deals” under “Rewards Points.”

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

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 Deals 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 Deals 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 Deals 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 Deals and click through the links for that specific retailer.

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

No, you must click through Member Deals 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 Deals.

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 Deals Terms & Conditions for complete program details.

How can I unsubscribe from marketing emails?

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

Is there a limit on the number of Navy Federal credit card accounts I can open?

Yes. Currently, Navy Federal allows each member to be a primary cardholder on up to 3 Navy Federal credit cards. In addition, we'll approve only 1 new credit card per member within a 90-day period. This means we'll decline your application for a new credit card if you opened a credit card within the last 90 days. Note: Home Equity Line Platinum credit cards and GO BIZ® Rewards credit cards aren't included in this 3-card limit.

May I submit multiple credit card applications when applying in-person at a branch office or over the telephone?

Yes. We'll review all applications for new credit card accounts in the order they're received. However, we'll only approve 1 new credit card per member within a 90-day period. This means we'll decline your application for a new card if you opened a Navy Federal credit card within the last 90 days. When submitting multiple applications in a branch office or on the telephone, tell the Member Services Representative which application you'd like to submit first.

Will you pull my credit report if I submit a credit card application?

Yes. We'll pull your credit report to review your credit history before making a decision on your credit card application. This results in a hard inquiry on your credit report, which could affect your credit score.