Shopper FAQs | Credova | Financing That Works For The Way You Live

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General

Application Status

Available Financing and Offers

Approved Customers

Apply

Returns, Shipment, and Cancelations

Monterey Financial

Payments

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General

Application Status

Available Financing and Offers

Approved Customers

Apply

Returns, Shipment, and Cancelations

Monterey Financial

Payments

Can I make multiple purchases?

Through the Credova platform, you may be approved for one or more different forms of credit, including: a retail installment sales contract (RISC), a closed-end consumer loan, a pay-in-4 financing agreement, and/or closed-end consumer lease agreement. The financing product(s) that may be available to you is determined by a number of factors, including your state of residency, credit profile, and the products your merchant has chosen to offer.

Approved Customers

How can I cancel my account?

To cancel your contract, you must first contact the retailer where you made your purchase. Credova provides the financing but does not handle returns or cancellations directly. We follow the retailer’s return policy. If the retailer approves your return, they will notify us, and we will proceed with canceling your contract accordingly.

If you are having difficulty with your contract, please contact us by phone (833-273-3682) or email (info@credova.com).

Returns, Shipment, and Cancelations

How can I update my billing information?

To update your billing information, please contact Monterey Financial directly at (877) 399-6374. They’ll be able to assist you with making any changes to your account.

Payments

How do I find out my application status?

If your application is approved, we'll send you an approval email. Sometimes these emails can sneak into your spam or junk folder, so be sure to check there just in case.

If you haven’t received an email or just want to check in on your status, we’ve got you covered. You can:

Chat with us using the chat feature on our homepage

Call us at (833) 273-3682 — we’re happy to help!

Application Status

What is Credova?

Credova is an internet-based platform that allows you to shop now and pay over time. We partner with merchants and other partners to offer flexible financing options, connecting you to financing options that may fit your budget.

General

What type of financing does Credova offer?

Available Financing and Offers

Who is Monterey Financial?

Monterey Financial is our trusted third-party servicer that helps manage your contract. In some cases, your account may also be assigned to them. As the servicing partner, they handle things like billing support, account management, and payment processing on our behalf. You’re welcome to make payments and manage your account through the Credova portal or directly on Monterey Financial’s website—whichever is more convenient for you! Both options connect to the same account and offer secure access to your account information. If you need assistance or have billing questions, Monterey can be reached at (877) 399-6374 or via email at customerservice@montereyfinancial.com

Monterey Financial

How does Credova work?

When shopping online with one of our partner merchants, simply choose Credova at checkout. You'll be guided through a quick application process and, if approved, you can select from any of the qualifying financing terms that fits your budget.

General

How long is my approval good for?

Your approval is good for 30 days!

There’s no pressure to use it—but after 30 days, the approval will automatically expire. If that happens, no worries—you can always reapply whenever you're ready!

Approved Customers

I applied, but it says I am ineligble?

Thank you for your interest!

At this time, we do not have any offers available for you. Whether you are eligible for any financing offers is determined based on a number of factors, which may include (but are not limited to) your state of residence, merchant availability, and the timing of your application. For example, if you recently applied within the last 30 days, you may not yet be eligible to reapply.

We encourage you to check back again in the future, as eligibility may change over time.

Apply

I never received my item. Can I cancel my contract?

If you haven't received your item(s), please contact your merchant to determine if there has been an issue with your order. If you still haven't been able to resolve an issue with the merchant and, after a reasonable amount of time, you still have not received your item, please contact us by phone (833-273-3682) or email (info@credova.com) if you haven't received your item.

Returns, Shipment, and Cancelations

My account was sold to Monterey. What does this mean?

When your account is sold or transferred, it means the rights to service or collect on your account have been assigned to a third-party financial institution. This includes, potentially, Monterrey Financial. Don’t worry, this is a standard part of many financing agreements and your obligations under the agreement remain the same.

Here’s what you need to know:

• No changes to your terms: Your payment schedule, payment amount, and other terms remain the same.

• Why did this happen? Per our agreement, we are authorized to assign accounts to trusted third-party partners.

• Still have questions? We’re here to help — just reach out to our support team anytime at (877) 399-6374.

Monterey Financial

Who do I pay, Monterey or Credova?

While your financing is through Credova, all payments are collected and processed by our third-party servicing partner, Monterey Financial.

You’re welcome to use whichever portal is most convenient—both connect to the same account. Here are your options:

1. Credova Portal

View your account summary and payment history

Update your contact information

Make payments

Apply for additional purchases

2. Monterey Financial Portal

View your account summary and payment history

Make payments and view electronic statements

Receive payoff quotes

Enroll in recurring payments and update account details

Enroll in debt protection

Review their privacy policy

Request financial assistance

Feel free to use the portal that works best for you!

Payments

How do I make a payment?

We offer several convenient ways to make a payment:

By Phone: Call our billing partner, Monterey Financial, directly at (877) 399-6374.

Online: Log in at my.credova.com or visit www.montereyfinancial.com to access your account and make a payment.

By Mail: To avoid potential processing fees, you can mail a check to:Monterey Financial ServicesPO Box 5199Oceanside, CA 92052

Monterey Financial handles all billing and payment matters for Credova accounts.

Payments

How do I use my approval?

To use your approval, add the items you want to your cart and go to checkout. Select Credova Financing as your payment method. You might be asked to verify your phone number again—this helps link your approval to your account. Then just follow the prompts to complete your purchase.

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Approved Customers

How much can I be approved for?

Based on your application details and what each merchant has chosen to offer, you may qualify for financing offers ranging from $150 to $5,000. Some select merchants may offer financing offers up to $10,000 in limited circumstance. Available financing products are determined by a number of factors, which include but are not limited to your state of residency, credit profile, the credit policies for each lender, and the products your merchant has chosen to offer.

General

I'm prequalified but have not completed my application, what else do I need to do?

If you are still within 30 days of your original prequalification, you can resume your application at checkout or, if you'd prefer, give us a call at (833) 273-3682 — we’ll be happy to send you a secure link to continue your application.

Apply

What if I need to return my item?

All returns must follow the return policy of the merchant you purchased from. If you need to initiate a return, please contact the merchant directly to review their specific return process and eligibility requirements. If the retailer approves your return, they will notify us, and we will proceed with canceling your contract accordingly. For details on how a return may affect your financing, refer to your agreement.

Returns, Shipment, and Cancelations

Who do I pay, Monterey or Credova?

While your financing is through Credova, all payments are collected and processed by our third-party servicing partner, Monterey Financial.

Our servicing portal on my.credova.com connects to Monterey's systems. You’re welcome to use whichever portal is most convenient — both connect to the same account. Here are your options:

1. Credova Portal

View your account summary and payment history

Update your contact information

Make payments

Apply for additional purchases

2. Monterey Financial Portal

View your account summary and payment history

Make payments and view electronic statements

Receive payoff quotes

Enroll in recurring payments and update account details

Enroll in debt protection

Review their privacy policy

Request financial assistance

Feel free to use the portal that works best for you!

Monterey Financial

How do I contact Monterey Financial?

You can reach Monterey Financial directly at customerservice@montereyfinancial.com or by calling them directly at 877-399-6374.

They are open Monday-Friday from 8am-4pm PST.

Payments

Will applying affect my credit score?

When you apply through Credova, only a soft credit check is performed. This has no impact on your credit score, so you can explore financing options with confidence.

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General

How do I make a payment?

We offer several convenient ways to make a payment:

By Phone: Call our billing partner, Monterey Financial, directly at (877) 399-6374.

Online: Log in at my.credova.com or visit www.montereyfinancial.com to access your account and make a payment.

By Mail: To avoid potential processing fees, you can mail a check to:

Monterey Financial Services

PO Box 5199

Oceanside, CA 92052

Monterey Financial handles all billing and payment matters for Credova accounts. If you have any questions about making payments, please do not hesitate to contact us by phone (833-273-3682) or email (info@credova.com).

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Approved Customers

My application says "Pending Approval" what else do I have to do?

If your application is in “pending approval," be on the lookout for an email letting you know more about the status of your application. Please check your spam folder. Once received, you can give us a call at (833)-273- 3682, so we can go over more details.

Apply

Who can assist me if I am having trouble with my application?

If you have any questions about your financing or need assistance with your application, please reach out to Credova support at 833-273-3682. You can also email support at info@credova.com or visit the Credova website at www.credova.com and select the chat feature from the homepage.

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Apply

What is your minimum credit score requirement?

There's no set minimum! Credit requirements vary by lender and financing options. The best way to see your options is to prequalify or apply- it won't affect your credit score.

General

Why was I declined?

Decisions are made using a variety of factors — some are related to your unique credit profile, while others based upon external factors that have nothing to do with you or your credit profile. We will send you a letter outlining the reasons you were declined. You are welcome to apply again after 30 days. Every application is reviewed separately, and checking your eligibility won’t affect your credit score. For more details, please refer to the adverse action notice sent to the email used on your most recent application, or contact us at info@credova.com.

Application Status

How do I apply?

To submit an application, just go to the merchant’s website you want to shop from, add items to your cart, and choose Credova as your payment method at checkout. You can also pre-qualify and shop with confidence by clicking the “Learn More” or “Prequalify” buttons.

Either way, it’s quick and easy—and you’ll be able to review all available offers and terms before placing your order.

To prequalfiy, visit www.credova.com and start the application process by clicking the “Prequalify” button on the homepage.

Apply

If I have bad credit, will I be declined?

Credova considers all credit types in the approval process. Keep in mind, there is no hard credit inquiry as part of the application process, so applying won’t affect your credit score.

Apply

I can’t reach anyone to make a payment, what do I do?

You can log into the website my.credova.com to make additional payments.

Payments

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