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Frequently Asked Questions

Answers to frequently asked questions

Sign On Questions

How can I contact support?

Do you have questions or need help logging in? Please contact Client Processing at 1-800-551-5111 Monday – Saturday & Holidays: 8 a.m. – 10 p.m. Central Time; Sunday; 10 a.m. – 10 p.m. Central Time; Easter, Thanksgiving & Christmas: Closed

How do I login to the Online Resource Center?

The login page provides you to access to the Online Resource Center, the ability to create a new username, set up your first time password and reset your password. If you have an established Username you may access the Online Resource Center by entering your username and password in the appropriate boxes and then selecting the Login button.

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 create a username so I can login to the Online Resource Center for the first time?

Go to “Create a New Username”. Enter your merchant number and set-up password that you received via email from Wells Fargo Retail Services. Then enter your requested username. Follow the instructions on the next step to enter your contact and training preferences. You will then be prompted to go through the secure validation process to set your first password and be logged in.

What is secure validation?

Secure validation is a necessary step to reset your password. When you login for the first time, you will receive a validation code by email or by phone (voice or text) to verify your contact information and complete the password reset process.

Why must I supply my phone number or email address to change my password?

If you forget your password, the secure validation process allows you to verify your identity using a code you receive by email or by phone (text or voice). Verifying your identity ensures your security and saves your contact information for account access.

Why has the validation code expired?

For security purposes, your validation code is only valid for 8 minutes. If you have not validated the code after 8 minutes, you must request a new code or contact support to complete the process.

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

If you forget or want to change your password, go to the login page and select “Forgot your password”. You will be prompted to enter your Username and complete the secure validation process. Once you complete secure validation, you will create a new password. Note: You can only change your password once every 24 hours.

For security purposes, passwords are valid for a limited time. Prior to your password expiring, you will see a prompt to change your password.

What if my password has expired?

You will be prompted to reset your password starting 10 days before it expires, and throughout the allotted grace period. If at the end of the grace period you still have not reset your Password, your Username will be disabled. To restore access to your account, you must contact your Client Processing at 1-800-551-5111 team for further assistance.

Why can't I login with my Username?

If you have a username and have not logged in since 9/27/2018 you may need to generate your new initial secure validation password. Please follow the steps listed under the “What is First-time login?” section. If this does not work you may have a disabled user name.

Your username may be disabled if:
  • You have made multiple unsuccessful attempts to login
  • Your password has expired
  • We are missing contact information for your username
If your Username has been disabled or you have forgotten your ID, contact Client Processing at 1-800-551-5111 for further assistance.

What is First-time login?

If you have a new User name and have not logged in before, you will need to set up your password by selecting the ‘First-time Login’ button. After selecting 'First-time Login' please follow these steps:

Step 1: Enter your Username, Contact Method, phone number or email address and select the "Send Code Now" button.
Step 2: You will be sent a validation code to the contact method you selected, retrieve that code.
Step 3: Enter your validation code. If you do not receive your validation code within 2 minutes, select have a new Validation Code sent. Enter the validation code within 8 minutes of receipt.
Step 4: Create a new password, following the password criteria.

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, contact information and other required info. Select the roles you would like the user to have within the Online Resource Center as wells as email preferences if you want the user to get communications not related to passwords management.

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 select 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.

How often am I required to change my password?

Your password is good for 90 days.

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

To access the site quickly, right click (or use the keystroke combination of Shift + F10) 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.

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 "Process a Transaction" link on the Internet Processing System tab of the Online Resource Center to process the credit card charge. For refresher training on this process, you may also select 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 Bank, N.A.

When will my customer receive their credit card in the mail?

Your customer will receive the credit card within 7—10 days of being approved for credit.

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 Bank, N.A. 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 submitted the application by selecting the "Submit," button 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 computing requirements do I need to access online application with my computer or tablet?

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.