Select a category that matches your question. If you have a question unrelated to any of these categories, feel free to contact us.
Problem with creating an account
If you're having trouble selecting a password for your Visa Checkout account, keep these password requirements in mind:
- At least 6 characters and maximum 32 characters.
- Can include lower case and capital letters.
- Allowed special characters: ! @ # $ % & * ?
- Cannot contain a portion of your email address.
- Cannot contain spaces or three or more consecutive repeating characters.
Security question requirements
To protect access to your account, we may ask you to answer a security question that other people would have trouble answering. If you have trouble accessing your account at any point, these questions help us confirm your identity. We might ask you to answer these questions when you log in from a new device, when you have forgotten your password, or when you contact customer support via phone.
When you create a Visa Checkout account, security questions are generated automatically based on information stored in your account. You may optionally set up additional security questions by signing in to your account and clicking the Account Settings link.
The answers to your Visa Checkout security questions must meet the following requirements:
- Answers must be between 3 and 24 characters in length
- The characters you use can be numbers, letters, special characters, and/or spaces.
- You can't use the same answer for another Visa Checkout security question.
Your answers are not case-sensitive, so "Dog" and "dOg" are treated the same way.
Email address in use
If you see a message that your chosen Username (email address or mobile number) is already enrolled in a Visa Checkout account when you try to create an account, you can reclaim that Username for your Visa Checkout account.
Reclaiming your Username will close the existing Visa Checkout account associated with your chosen Username and let you create a new account. Just click the "claim this account" link shown on the page, and follow the instructions.
Problem with your account
If you forget your password, follow these steps:
- Visit https://secure.checkout.visa.com
- Click the "Forgot Password?" link on the sign in page.
- We'll send password reset instructions to the email address associated with your account. Follow those instructions to create a new password.
If you don't receive the password reset email, we suggest checking your spam folder. If the email isn't there, you can request a new one, or contact us.
To prevent unauthorized access to your account, we lock your account temporarily if you enter an incorrect username or password too many times. You can unlock your account by using the Forgot Password link, or you can contact us for assistance.
You won't be able to make purchases using your Visa Checkout account during the time your account is locked.
You can change your password any time you need to by following these steps:
- Visit https://secure.checkout.visa.com and sign in to your account.
- Click the "Account Settings" link.
- Click "Edit" under "Sign In Information"
- Click "Save" to save your new password
We'll send a confirmation email to your email address to notify you of the change.
We'd hate to see you go. Please contact us if there's anything we can do to help. To permanently close your Visa Checkout account, click the link below:
Can't add a payment card
If you receive an error message when you try to add a payment card, it is likely that the billing information you entered doesn't match the billing information associated with that card. Please verify that you have correctly entered your card information, and the billing address matches the card information on file with your card issuer.
To help prevent unauthorized access to card information, we won't let you add a card if you've tried to add it multiple times with incorrect information. If you receive an error message saying that you have exceeded the maximum number of attempts to add or edit a card, you won't be allowed to add that payment method to your account for another 24 hours.
Problem with a Purchase
If you have concerns about a charge, delivery of or issues related to a product, the status of a refund, or have any customer service issues with the merchant, please contact the merchant.
If you have an issue that has not been resolved by the merchant and would like to escalate a concern about a charge or refund, we suggest that you contact the financial institution that issued your card by calling the customer service number on the back of the card you stored in your Visa Checkout account and used to make the purchase.
Problem not listed
If you have a question that's not addressed in this section and need help, please contact us.
Close your account
Before we can process your request, you must sign in to your account