Retail Services
Online Resource Center
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Frequently Asked Questions
Answers to frequently asked questions
Sign On Questions
Where do I login?
Go to wellsfargo.com/retailservices. Click the "Sign On" link in the Online Resource Center menu box to the left of the page.
How do I set-up a desktop shortcut to the credit application web site? To access the site quickly, right click your mouse anywhere on your desktop screen and select "new" on the pull down menu. From this menu select "shortcut" and type in the box wellsfargo.com/retailservices. This will create a new icon on your desktop that gives you direct access to the site.
How will I receive my initial password to login once I am set-up?You will receive your password in a letter from Wells Fargo Retail Services. Keep this letter for your records in case you should encounter any problems.
How has the password reset and unlock process changed?With the new process, you won't have to call Client Processing or refer to your program Welcome Packet if you forget or lose your ORC password. You can reset your password and unlock your account yourself by correctly answering an established "challenge question."
What's a challenge question?A challenge question is an authentication question. It tests your knowledge of details that aren't easily available to others. A challenge question provides security but doesn't inconvenience users. Examples include the following:
Are the challenge question and answer case sensitive?- What is your mother's maiden name?
- What year did you graduate from high school?
No, the challenge question and answer are not case sensitive.
How do I set up my challenge question? (For new users)Go to wellsfargo.com/retailservices and log on to the system using the "First Time Sign On" link on the left navigation bar. Create a user ID and password. This automatically gives you "Manager" features.
The system will prompt you to create your own unique challenge question and answer.
You may now create several user logins for other employees. During the initial log in, each new user will be prompted to change their password. Afterwards, the system will prompt the user to create a challenge question and answer.
How do I set up individual employees as users?The system will prompt you to create your own unique challenge question and answer.
You may now create several user logins for other employees. During the initial log in, each new user will be prompted to change their password. Afterwards, the system will prompt the user to create a challenge question and answer.
Click on Manage Users within the Online Resource Center.
To add a user, select 'Add User' and enter a User ID and Temporary Password.
Set the account to Open and select the roles you would like the user to have within the ORC.
To edit a user, select the User ID and close the account or edit the roles you would like the user to have within the Online Resource Center.
Each new user will be prompted to change their password. Afterwards, the system will prompt the user to create a challenge question and answer.
How do I set up my challenge question? (For existing users)To add a user, select 'Add User' and enter a User ID and Temporary Password.
Set the account to Open and select the roles you would like the user to have within the ORC.
To edit a user, select the User ID and close the account or edit the roles you would like the user to have within the Online Resource Center.
Each new user will be prompted to change their password. Afterwards, the system will prompt the user to create a challenge question and answer.
If you're an existing user, the system will prompt you to enter a challenge question and answer when you first log in after the new process is implemented.
What if I forget my password after the new process begins but before I've created a challenge question and answer?If you forget your password when you first log in after the new process begins, you'll need to call Client Processing to reset your password. The system will then prompt you to enter a challenge question and answer.
What should I do if I forget my password or need to change it?Go to wellsfargo.com/retailservices and click the "Forgot Password?" link in the left navigation bar.
Once in this screen, the system will prompt you to enter your user ID and will then display your challenge question.
Enter the correct answer to your challenge question.
Once the correct answer is entered, you will enter a new password and confirm it.
I tried to log in but it says that I'm locked out. What should I do?Once in this screen, the system will prompt you to enter your user ID and will then display your challenge question.
Enter the correct answer to your challenge question.
Once the correct answer is entered, you will enter a new password and confirm it.
Go to wellsfargo.com/retailservices and click on the "Unlock Account" link in the left navigation bar. The system will prompt you to enter your user ID.
The system will display your challenge question.
Enter the correct answer to your challenge question. You will now be able to login.
What if I forget the answer to my challenge question?The system will display your challenge question.
Enter the correct answer to your challenge question. You will now be able to login.
After each failed attempt, the system will display an error message
After four failed attempts, you'll receive a lock-out message. You'll need to call Client Processing to reset your password and challenge question and answer.
How long is my password good for?After four failed attempts, you'll receive a lock-out message. You'll need to call Client Processing to reset your password and challenge question and answer.
Your password is good for 90 days.
How long is my challenge question and answer good for?Your challenge question and answer are good until you change them.
How do I change my challenge question and answer once I'm logged in to the system?The employee assigned to the User ID should contact Client Processing.
Credit Application Questions
How will I know if the application is approved?
After submitting the application, it should take approximately 30 seconds to receive an answer of approval, denial or pending. If you have not received a decision within 30 seconds please go to your Recent Applications page to check the status of the application. If the application is not listed, go to "Need Help?" and contact our Client Processing team at 1-800-551-5111, Monday through Saturday, 8:00 a.m. – 10:00 p.m. Central Time, and Sunday, 10:00 a.m. – 10:00 p.m. Central Time.
I submitted an application that was "Approved." What happens next?You should follow the same procedures that are currently in place for processing charges.
How soon can my customer use their new account?Your customer can use his or her account immediately upon receiving an approval from Wells Fargo Financial National Bank.
I submitted an application that was "Pending." What happens next? If an application is submitted after regular business hours or requires additional review, it may show "Pending." However, if the application was submitted during normal business hours, please wait 5 minutes. If you do not receive an autofax or call back, go to your Recent Applications page and the customer should be listed in the search results. Follow the procedures to update the status of the application.
Who do I contact if I have been instructed to provide additional information regarding a pending application?If necessary, obtain the additional information needed to process the application from the customer. Then contact our Client Processing team at 1-800-551-5111, Monday through Saturday, 8:00 a.m. – 10:00 p.m. Central Time, and Sunday, 10:00 a.m. – 10:00 p.m. Central Time.
What happens if the application is declined?Your customer will be notified of this decision in writing within 30 days. You will also receive a call back or autofax explaining the customer was declined.
Will I continue to receive autofax decisions?Yes, autofax decisions will still be sent to you on all decisions.
What if I think that the customer may already have an account with Wells Fargo Retail Services through my store?Feel free to call our Client Processing team at 1-800-551-5111, Monday through Saturday, 8:00 a.m. – 10:00 p.m. Central Time, and Sunday, 10:00 a.m. – 10:00 p.m. Central Time to verify your question.
Technical Questions
What should I do if I'm having Internet problems that won't let me finish the application?
If you are unable to submit an application due to technical problems, you should follow your normal procedures for non-Internet applications. Fax the application to Wells Fargo Retail Services at 1-800-325-9688. This process should take approximately 10-15 minutes to return a decision. These applications will not show up on your Recent Applications web page.
What should I do if I submitted an application, but the page timed out before the decision came back?You can check the application status on the Recent Applications page. If the application is not listed on the Recent Applications page, click the "Need Help?" link and call our Technical Support team at 1-800-204-1878, Monday through Saturday, 8:00 a.m. – 10:00 p.m. Central Time, and Sunday, 10:00 a.m. – 10:00 p.m. Central Time.
I submitted an application but it's not showing up in the Recent Applications page. What should I do now?If you completed the application and clicked "Submit," you should have seen a screen with a timer counting down the seconds until a decision was reached. If you saw this screen and the application is still not on your application status list, click the "Need Help?" link and call Technical Support at 1-800-204-1878, Monday through Saturday, 8:00 a.m. – 10:00 p.m. Central Time, and Sunday, 10:00 a.m. – 10:00 p.m. Central Time.
How secure is my customer's information provided on the application?Wells Fargo & Company and all of its subsidiaries are committed to protecting our customers' privacy at all times. We do not share customer information with outside companies for purposes of selling their products and services to customers, unless the sharing is in connection with: maintaining or servicing an account with us or a third party as part of a private label credit card program or other extension of credit on behalf of the third party, or the marketing of our own products or services. We maintain security standards and procedures designed to protect customer information, and we continue to test and update our technology to improve the protection of such information. Read more about our Privacy Policy online.
What additional hardware/software do I need to access online application and hardware processing?The only thing needed is Internet access through a modem and phone line, and a browser such as Internet Explorer, Netscape, etc.
Other questions?If you have other questions or need help using the Online Resource Center, please contact our Online Technical Support:
Client Processing
1-800-551-5111, Monday through Saturday, 8:00 a.m. – 10:00 p.m. Central Time, and Sunday, 10:00 a.m. – 10:00 p.m. Central Time
Technical Support
1-800-204-1878, Monday through Saturday, 8:00 a.m. – 10:00 p.m. Central Time, and Sunday, 10:00 a.m. – 10:00 p.m. Central Time
Client Processing
1-800-551-5111, Monday through Saturday, 8:00 a.m. – 10:00 p.m. Central Time, and Sunday, 10:00 a.m. – 10:00 p.m. Central Time
Technical Support
1-800-204-1878, Monday through Saturday, 8:00 a.m. – 10:00 p.m. Central Time, and Sunday, 10:00 a.m. – 10:00 p.m. Central Time