At Santander Consumer USA, we’re driven to enhance the customer experience by offering you more flexibility and greater options.
And, in a world of digital access, a key part of this is MyAccount, your personal center for managing your account at any time.
MyAccount is where you can make and set payments, adjust communication preferences and get details such as payoff information, leaving you free to enjoy your vehicle and have more time for life.
Benefits like these are why now and over the coming months we’re introducing a series of convenient, helpful updates starting with an easier and more secure way to log in.
Check out what’s new within the FAQ below and log in to see the updates for yourself. If you haven’t yet set up MyAccount, read “How do I set up MyAccount if I do not have an online account?” in the FAQ.
Be sure to look out for our upcoming enhancements, too, from a refreshed account summary to innovative account management features as we continue to support you and your auto financing needs.
MyAccount FAQ
Why is MyAccount being updated?
We want to make managing MyAccount as easy and seamless as possible for our customers. We have listened to feedback from customers and employees and have found opportunities to enhance MyAccount. We’re implementing many new self-service options that allow you to log in and manage your account without calling an agent.
Is MyAccount secure?
Yes, MyAccount has always been secure and your personal information will never be shared. With the updated MyAccount, we have upgraded our login and security question requirements to further ensure only you can access your account. MyAccount utilizes multi-factor authentication to protect the security and privacy of your data. You also have the option to log in with a one-time passcode in addition to your username or email address and the last four digits of your Social Security number, which ensures only you can access your account.
Do I need to create a new online account if I already have one?
No, you do not need to create a new online account if you already have one. The username or email address and password that you have always used will be the same for the updated system.
Will my login information and password transfer to the updated system?
Yes, the username or email address and password that you have always used will be the same for the updated system.
How does a one-time passcode work?
To request a one-time passcode to log in, you will need your username or email address and the last four digits of your Social Security number. For commercial accounts, you will need your username, the last four digits of the tax ID and the date of incorporation. Then you will select whether you want the passcode sent via text message, voice call or email. Once you receive the passcode, you will enter it on the screen and press “Submit.”
Can I log in with a one-time passcode if I have not signed up for online access?
You will need to create an account to log in with a one-time passcode.
Will I get locked out of my account if I don’t know my password?
If you attempt to log in and enter the wrong username or password five times, you will be locked out of your account and will need to call customer service at 888-222-4227 to unlock the account.
How do I reset my password?
To reset your password, you will click on “Forgot your password.” You will then follow the instructions to enter your account username or email address, the last four digits of your Social Security number and your date of birth. You will also need to answer two security questions. After that, you will be able to update your password.
Why was I locked out of my account?
There are a few reasons you may have been locked out of your account:
• You attempted five times to log in and entered the incorrect username, email address or password.
• You attempted five times to retrieve your username but you provided an incorrect email address, mobile number, or account number and last four digits of your Social Security number.
• You attempted five times to reset your password but you provided an incorrect username, last four digits of your Social Security number or date of birth of the account holder.
• You attempted to reset your password but were unable to answer two security questions.
• You attempted to log in with a one-time passcode but entered the incorrect passcode five times.
What number do I call if I get locked out of my account?
If you get locked out of your account, please call customer service at 888-222-4227.
What is the difference between a soft lock and a hard lock?
A hard lock applies when you are attempting to log in to your account and you enter the wrong one-time passcode or password. You will have five attempts to log in to your account. If all the entries are incorrect then your account will be locked and you will need to contact customer service to unlock it.
A soft lock may occur when you are attempting to answer the two security questions. You must answer the questions correctly and if any entries are incorrect then the soft lock will be applied. After your first incorrect entry, you will have to wait two minutes before you can attempt to answer the security questions again. After each subsequent incorrect entry, the lockout will increase to five minutes, 10 minutes, 20 minutes, 40 minutes then 60 minutes. For all failed attempts after that point, you will be locked out for an additional 60 minutes up to a maximum of 12 hours. After 12 hours, your account will reset or you can call customer service to reset your account on your behalf.
How do I set up MyAccount if I do not have an online account?
To set up an online account, go to SantanderConsumerUSA.com and click on “Sign in” at the top-right corner of the screen. A pop-up will appear asking for your login information. At the bottom of that screen, you will see “Don’t have an account? Sign up for online access.” Click, and then follow the instructions on the page.
