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Online FAQs |
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| To see frequently asked questions about Account Access, click on a topic below. |
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Registration and Login FAQs (only for accounts signed prior to January 31, 2008)
If your contract was signed after January 31, 2008, go to www.nuvellcustomercare.com |
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How do I access my account information online? |
| From the www.nuvell.com home page, click on Account Access. Click on Register and follow the instructions to register your account and create a User ID and Password. After successfully registering your account, you may log in using the User ID and Password that you established during registration. |
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I am trying to register, but I receive the error message, "There was an error registering your account." What's wrong? |
| Check to be sure you are using the Social Security Number for the primary customer (i.e., the customer name shown first on the account) and the correct zip code as shown on the Nuvell account, and that you are keying the Nuvell account number correctly. If you continue to experience problems, please contact Nuvell Customer Service at 1-800-350-3561. Customer Service Representatives are available Monday - Friday between the hours of 8 a.m. - 5 p.m. Central Time. |
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Are the User ID and Password case sensitive? |
| The User ID is not case sensitive. The Password is case sensitive. |
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I forgot my Password or User ID. |
| Click on the Forgot your Password link at the top of the Login page and the Password will be e-mailed to the e-mail address on your account. If you forgot your User ID, you will need to register again with a new User ID. |
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Do I have to log out when I am finished? |
| The site is secure and will time out after 30 minutes of inactivity; however, for security purposes, we highly recommend that you log out when you are finished. |
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Account Information FAQs |
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Why does only one name appear in online information for the account? Where is the secondary customer's name? |
| At this time, only the first name on the account appears online, even though there may be a secondary customer on the account. |
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Why doesn't my business telephone appear in online information? |
| At this time, only the home telephone appears online. Changes to the business telephone must be made through Nuvell Customer Service at 1-800-350-3561. Customer Service Representatives are available Monday - Friday between the hours of 8 a.m. - 5 p.m. Central Time. |
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What information can I change online? |
| You may change your home address, home telephone number, and e-mail address online. For other changes, please contact Nuvell Customer Service at 1-800-350-3561. Customer Service Representatives are available Monday - Friday between the hours of 8 a.m. - 5 p.m. Central Time. |
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Online Payments FAQs |
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Is there a fee to make an online payment? |
| No, there is no fee to make an online payment. |
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How do I make an online payment? |
| From the www.nuvell.com home page, click on Account Access. (If you have not already registered at www.nuvell.com, you will need to do so first.) Log in to your account. Click on Pay Bill Online and follow the prompts. |
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When will the online payment post to my Nuvell account? |
| Allow at least two business days for your payment to post to your Nuvell account. |
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Can I make an online payment from a savings account? |
| Yes, you may use a checking or a savings account. |
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The bank routing number I entered does not correspond to the name of my bank. |
| Verify that you entered the bank routing number correctly. If the 9-digit number was entered correctly, check with your bank to verify you have the bank's correct routing number. For further questions, contact Nuvell Customer Service at 1-800-350-3561. Customer Service Representatives are available Monday - Friday between the hours of 8 a.m. - 5 p.m. Central Time. |
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In addition to my regular payment, can I pay an additional amount online to reduce the outstanding balance of my account? |
| Yes, but you must first pay the total amount due before you can pay an additional amount to reduce your outstanding balance. |
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If I have set up a recurring payment, can I also make an online payment? |
| No. To make an additional payment, either mail a check, including your 12-digit account number to Nuvell Financial Services LLC, P. O. Box 2365, Memphis, TN 38101-2365 or contact Nuvell Customer Service at 1-800-350-3561. Customer Service Representatives are available Monday - Friday between the hours of 8 a.m. - 5 p.m. Central Time. |
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I've changed banks since the last time I made an online payment. What do I do? |
| Click on Pay Bill Online and follow the prompts to modify your bank account information. You may add your new bank information and delete the old bank information. Do this before you make your next payment. |
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Can I make my last scheduled payment online? |
| No. To make your last scheduled payment, either mail a check, including your 12-digit account number to Nuvell Financial Services LLC, P. O. Box 2365, Memphis, TN 38101-2365 or contact Nuvell Customer Service at 1-800-350-3561. Customer Service Representatives are available Monday - Friday between the hours of 8 a.m. - 5 p.m. Central Time. A transaction fee may apply. |
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Can I make less than my scheduled monthly payment online? |
| No. You must make at least your billed payment amount. |
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I entered and confirmed an online payment but now I need to cancel it. What do I do? |
| Once you have entered and confirmed an online payment, it may not be canceled. Fees for insufficient funds may apply if the funds are not available in your account on your scheduled due date. |
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Recurring Payments FAQs |
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What is a recurring payment? |
| When you set up a recurring payment, your bank account will be automatically drafted each month on the same date as on your scheduled monthly due date. |
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Is there a charge to set up a recurring payment? |
| No, there is no service charge or fee associated with recurring payments. |
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How do I suspend or cancel a recurring payment? |
| Recurring payments cannot be suspended or canceled online. Call Nuvell Customer Service at 1-800-350-3561. Customer Service Representatives are available Monday - Friday between the hours of 8 a.m. - 5 p.m. Central Time for help with this service. |
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I have a recurring payment set up, but I have changed bank accounts. What should I do? |
| Contact Nuvell Customer Service at 1-800-350-3561. Customer Service Representatives are available Monday - Friday between the hours of 8 a.m. - 5 p.m. Central Time for help with this service. |
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How long will it take before my account is drafted automatically? |
| It takes about 10 days to process your recurring payment request. When you set up your recurring payment online, your starting date for automatic draft will display. You are responsible for making any payments that are due before your scheduled start date for your automatic draft. |
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