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Frequently Asked Questions

Answers to frequently asked questions

Sign On Questions

Where do I login to the Online Resource Center?

Go to wellsfargo.com/retailservices. Enter your username and password in the Online Resource Center menu box.

How do I set-up a desktop shortcut to the Online Resource Center?

To access the site quickly, right click anywhere on your desktop screen and select "new" on the menu. From this menu select "shortcut" and type in the box http://retailservices.wellsfargo.com/index.html. Follow the screen prompts to 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 an email from Wells Fargo Retail Services after you complete the required training. Keep this email for your records in case you should encounter any problems.

How do I sign on to the Online Resource Center for the first time?

Go to First Time Sign-On. Enter your merchant number and set-up password that you received from Wells Fargo Retail Services. Create a username and password. Select five challenge questions and enter your answers to them.

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:

  • What is your mother's maiden name?
  • What year did you graduate from high school?

Are the answers to the challenge questions case sensitive?

No, the answers to the challenge questions are not case sensitive.

How do I set up individual employees to use the Online Resource Center?

Go to the My Profile tab within the Online Resource Center and select Manage Users and Email Preferences.

To add a user, select the Add User button and enter the username, temporary password, first name, last name, and company position. If you would like the user to receive emails from Wells Fargo Retail Services, enter an email address and select at least one email type. Select the roles you would like the user to have within the Online Resource Center.

How do I edit or close user accounts?

Go to the My Profile tab within the Online Resource Center and select Manage Users and Email Preferences. From this page, select the user, the arrow to the right, or click within the First Name, Last Name, Company Position, Email, or Status fields. Once you have selected a specific user, edit the appropriate information. Please note there is no save button; the information is automatically saved after you enter it in each field. To close a user account, change the Status field to Closed.

What should I do if I forget my password or need to change it?

Go to wellsfargo.com/retailservices and select "Forgot Password?" in the Online Resource Center box.

Once in this screen, the system will prompt you to enter your username and will then display your challenge questions.
Enter the correct answers to your challenge questions.
Once the correct answers are entered, you will enter a new password and confirm it.

I tried to sign on to the Online Resource Center but it says that I'm locked out. What should I do?

Go to wellsfargo.com/retailservices and select the "Unlock Account" in the Online Resource Center box.

The system will prompt you to enter your username.
The system will display your challenge questions.
Enter the correct answers to your challenge questions. You will now be able to login.

What if I forget the answers to my challenge questions?

After three failed attempts, you'll receive a lock-out message. To reset your password and challenge questions and answers, please contact Client Processing at 1-800-551-5111, Monday through Saturday, 8:00 am – 10:00 pm Central Time, and Sunday, 10:00 am – 10:00 pm Central Time.

How long is my password good for?

Your password is good for 90 days.

How long are my challenge questions and answers good for?

Your challenge questions and answers are good until you call Client Processing to reset them.

How do I change my challenge questions and answers once I'm logged in to the Online Resource Center?

Contact Client Processing at 1-800-551-5111, Monday through Saturday, 8:00 am – 10:00 pm Central Time, and Sunday, 10:00 am – 10:00 pm Central Time.

Credit Card Account Application Questions

How will I know if the credit card application is approved?

After submitting the application, it takes seconds to receive an answer of approval, denial or pending. If you received an answer of pending and you have not received a decision within 10 minutes please go to your Recent Applications page to check the status of the application. If the status of the application is not listed, contact Client Processing at 1-800-551-5111, Monday through Saturday, 8:00 am – 10:00 pm Central Time, and Sunday, 10:00 am – 10:00 pm Central Time.

The credit card application was "Approved." What happens next?

Your customer is ready to finalize the sale. Please go to the Training tab of the Online Resource Center for additional information on processing credit card 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.

Who do I contact if I have been instructed to provide additional information regarding a pending application?

Contact Client Processing at 1-800-551-5111, Monday through Saturday, 8:00 am – 10:00 pm Central Time, and Sunday, 10:00 am – 10:00 pm Central Time.

What happens if the application is declined?

If Wells Fargo Financial National Bank was unable to approve the application at this time, your customer will be notified of the reasons for this credit decision in writing within 30 days. You should ask the customer for another form of payment.

How will I be notified of the credit card application decision?

The Internet Processing System (IPS) will display a decision within seconds of submitting the customer's information. You will also receive a fax decision.

How do I check to see if the customer already has an account?

Within the Internet Processing System (IPS) tab, select Make an Account Inquiry and enter the customer's name and telephone number. You may also call Client Processing at 1-800-551-5111, Monday through Saturday, 8:00 am – 10:00 pm Central Time, and Sunday, 10:00 am – 10:00 pm 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 credit card 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 a credit card 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, call Client Processing at 1-800-551-5111, Monday through Saturday, 8:00 am – 10:00 pm Central Time, and Sunday, 10:00 am – 10:00 pm Central Time.

I submitted a credit card 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," and the application is still not on your application status list, call Client Processing at 1-800-551-5111, Monday through Saturday, 8:00 am – 10:00 pm Central Time, and Sunday, 10:00 am – 10:00 pm Central Time.

What additional hardware/software do I need to access online application and hardware processing?

You need Internet access and a browser such as Internet Explorer, Safari, Firefox, Google Chrome, etc.

Other questions?

If you have other questions or need help using the Online Resource Center, please contact Client Processing at 1-800-551-5111, Monday through Saturday, 8:00 am – 10:00 pm Central Time, and Sunday, 10:00 am – 10:00 pm Central Time.