Frequently Asked Questions

What does it mean when the Account Status box displays Active?

As long as your account says Active, that means you have no past dues, no outstanding payments, and no cancellation requests. You’re good to go!

What does Past Due mean?

If your account status is Past Due then, unfortunately, you missed a payment to your account. If you swear you made the payment, there could be another reason: Either the credit card on your account is expired or we somehow have different information than what’s on your card. (Maybe your finger slipped and typed 7 instead of 8 for your credit card number?)

The good news is there’s a way to fix this and pay your bill. Update your billing information by signing in to My Account and following the directions shown in the help article Change your payment method. Your next bill will include the past due month along with the amount due for your current billing cycle.

What does Pending Cancellation mean?

If your account status box shows Pending Cancellation, it means you placed a request to cancel your account. We’ll schedule the closure of your account at the end of your current billing cycle, after which you’ll receive a confirmation email that your account has been closed. Once the billing cycle ends, you won’t be bothered with our monthly bills anymore.

If this status is a mistake (it must be, right?) or you changed your mind and you don’t want to cancel your membership, you can chat with a Member Services consultant by contacting us. This same webpage also lists our phone numbers in case you would rather speak with a consultant.

What does it mean when the Account Status box displays Cancelled?

Do you miss us? We miss you, too! Your account status became Cancelled when you cancelled your account. If you want to retrieve a cancelled account, please see Can I reactivate my account? There won’t be any hard feelings. We would be happy to have you back!

How do I read my account balance?

Are you looking for your account balance? Well, look no further. Here we have the guidance you need in order to access and read your balance. View current usage, billing statements and credit summaries as well as all usage activity and any pending charges on the account by checking out the help article How do I view my account activity?.

How do I update my account contact information?

Did you move? We want to keep in touch, so please see Update contact information to learn how keep your account chock full of up-to-date info.