December 16th, 2013

Hello from Member Support!

31 Comments | Twitter | |

Hello from Member Support | Credit Karma Blog

 

Here at Credit Karma, we’re always looking to help you access your information as easily and effectively as possible. As one small part of our Member Support team, I have a bit of firsthand experience with this ongoing effort, so I thought I’d stop by with a few pointers in case you find yourself needing some assistance in the future. Check them out below:

1. Choose the Appropriate Category (If Possible)

If you hop on over to our help page, you’ll find that we’ve grouped some of our most common email topics into a handful of subject lines. In cases where your problem perfectly matches one of these topic headings, you’ll find not only a form to contact us but also some starter instructions to see if you can’t get to the bottom of the issue yourself. And even if these instructions can’t solve your problem right away, sending your email under the appropriate subject heading will help us understand your message as quickly and completely as possible.

2. Fill Out the Forms Carefully

I’ve been there too. I completely believe that I’m accurately remembering my password. I’m so sure about it that I’d swear it on the life of my beloved childhood puppy (miss you, Sam). It’s just not happening though – something is off.

Sometimes you’re in such a rush to get help that you’re willing to skip over all the little steps along the way. I’m asking you to fight that urge, though. We want to help you out as quickly as possible, but we need you to fill out those forms completely and accurately so that we can be sure who we’re talking to. (We ask for this information in order to verify your identity—I’m sure you don’t want your data getting into the wrong hands!) Nothing hurts my heart worse than password reset emails with incomplete or incorrect information, because all I can do is ask for the same information that form asked for, and all I want to do is help. Seriously, friends, I was put here to help you, so make certain you’ve double-checked all your information, including the email address associated with your account and an email address we can reach you at.

3. Let Us Know What You Need Help With

Now, I know that not every question will perfectly fit into one of our pre-made forms. If your issue seems a little bit unique, choose the closest subject line and let us know what’s happening. Keep in mind that the Member Support team deals with a lot of different messages every day. We don’t need a complete essay, but putting your writing skills to practice by jotting down a couple sentences about exactly what’s happening does a whole world of good in making sure we understand well enough to help you out.

4. Show and Tell

If what you’re dealing with is a little outside-of-the-box and you have some exhibits to back up your query, please don’t hesitate to send them over. Copying and pasting some text you are seeing or forwarding over a confusing email you received from us can help us understand exactly what you’re seeing without wasting time on pesky details. Nothing makes me happier than a user who comes prepared. Nothing.

5. Say Hi!

Okay – maybe this one is more for me. Our Member Support specialists are an extroverted, talkative bunch. Why else, after all, would we want to be professional helpers? I like people, I love niceties and I adore when our members are nice enough to send over some kind words along with their help request. This makes my job sunnier, and keeps me keeping on.

So feel free to stop by with any sort of question or concern you might have about your Credit Karma account, and say hello while you’re at it.

Mike

Mike Goldstein is a Member Support Specialist at Credit Karma. Since joining the team in June 2013, he’s been polishing his skills as a professional helper. When not answering your questions, Mike is likely watching so much hockey that he forgets to eat, drink, or read a book once in a while.

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Disclaimer: All information posted to this site was accurate at the time of its initial publication. Efforts have been made to keep the content up to date and accurate. However, Credit Karma does not make any guarantees about the accuracy or completeness of the information provided. For complete details of any products mentioned, visit bank or issuer website.

31 Comments

  1. I have a account and am unable to get into it I lost my password and or sign on please help

    Michelle Shields at 12:47 pm on December 18, 2013
  2. Jenna

    Hi Michelle, please visit our help page or email support@creditkarma.com and our member support team would be happy to help you out.

    Jenna at 1:10 pm on December 18, 2013
  3. You show that my Transunion score is 688, I have applied for a RV loan and they say that my score was @ 606, I have taken a hit and now it is at 588, I have been putting faith into credit Karma but at this point I don’t know if I should or not by reporting 100 points below what they are actually looking at i.e Experion ?

    Alan Cross at 2:36 pm on December 18, 2013
  4. Mike

    Hey Alan – Thanks for the question. The credit scores you receive on Credit Karma come straight from TransUnion, one of the three major national credit bureaus. Each consumer has dozens of different credit scores, though most people believe that each person just has one. For this reason, what you receive on your CK profile won’t necessarily line up perfectly with scores you receive elsewhere. Hope this helps clarify things a bit!

    Mike at 3:48 pm on December 18, 2013
  5. Good evening! I have been trying to access the site but keep getting a message that the page cannot be displayed (today is not the first time this has happened). I have tried getting there from my favorites, an email and by typing it directly into the address bar all with the same results. Even if I try clicking on the help link in the upper right-hand corner I get the same message. Any suggestions??

    Roberta at 4:24 pm on December 18, 2013
  6. why do you not have a customer support phone, you help line only sells flowers

    dale at 5:33 pm on December 18, 2013
  7. I talk to transunion and they do not support your company

    dale at 5:33 pm on December 18, 2013
  8. Mike

    Sorry to hear that Roberta. We recently upgraded our webpage’s security standards, which is why you’re having trouble. Updating your browser to the newest version or using a different browser should solve the issue, but if you need more specific instructions feel free to email us over at support@creditkarma.com and we’ll be happy to help you out.

    Mike at 8:48 am on December 19, 2013
  9. Mike

    Hey Dale – All of the scores and credit info on Credit Karma come straight from TransUnion. If you need any help with your account, feel free to visit our help page or email us directly as support@creditkarma.com. Thanks!

    Mike at 8:54 am on December 19, 2013
  10. How do I dispute an account on your system with the three credit burences. John Jones

    John Jones at 12:30 pm on December 31, 2013
  11. While I appreciate this being free, but Credit Karma is not by any means accurate. I have several accounts that were linked at one time, but are no longer. Yet I continue to pay down on these. I have tried repeatedly to get Credit karma to fix the issues. All I get is excuses, and finally more recently they told me there is nothing they can do. Bottom line, Credit Karma is unreliable at best. They have my auto and home owners scores way offs as we’ll. they just don’t give a very accurate representation of my score on a daily basis.

    Austin at 7:11 pm on December 31, 2013
  12. I tried to log in as I have many times in the past but it is saying my account is deactivated. Please let me know why and how I can fix this as there is no information on the site about being deactivated

    thank you

    rollie at 11:30 am on January 1, 2014
  13. Mike

    Hi John – All of the information on Credit Karma comes straight from TransUnion. You can read more about the dispute process here: http://www.creditkarma.com/article/dispute-credit-report-errors

    Mike at 9:21 am on January 2, 2014
  14. Mike

    Hi Rollie – Thanks for the comment. If you could, email us over at support@creditkarma.com and we’ll be happy to help you out with your problem. Thanks!

    Mike at 9:23 am on January 2, 2014
  15. Mike

    Thanks for the comment Austin. I’m sorry to hear about your experience. Regarding any variation in your scores, please keep in mind that all of the information on Credit Karma comes directly from TransUnion. Though most people believe they have just one credit score, scores can vary by bureau or even internally.

    If you still have any questions about our account linking feature or any other part of our website, please feel free to contact us directly at support@creditkarma.com. Thanks!

    Mike at 9:49 am on January 2, 2014
  16. I am trying to reset password but site won’t let me do I need to wait a certain amount of time to try this again it has been 2 days

    Rhonda at 1:56 pm on January 2, 2014
  17. Mike

    Hey Rhonda – Send us an email over at support@creditkarma.com and we’ll be happy to help you out. Thanks!

    Mike at 5:19 pm on January 3, 2014
  18. do u guys deal with canada also,i tried to set up an acct but it wont let me put my postal code in

    shereel at 9:01 am on January 8, 2014
  19. Mike

    Right now, Credit Karma is only available to US residents with social security numbers. We hope to be able to accommodate users from other countries in the future. In the meantime, please feel free to take advantage of Credit Karma’s many other free services, such as our Advice Center, financial product reviews and educational resources. Thanks!

    Mike at 11:57 am on January 8, 2014
  20. I need help with my account log in and password I have tried to reset both but it will not .please help

    lisa truax at 2:10 pm on January 8, 2014
  21. Mike

    Hey Lisa – Please email us directly over at support@creditkarma.com and we’d be happy to help you out. Thanks!

    Mike at 4:50 pm on January 8, 2014
  22. I see that it keeps saying i have an account in collection as of july this year. I do not nor do i recognize the amount as a bill i ever had how do i get more information??

    janelle at 10:42 pm on January 23, 2014
  23. Mike

    Hi Janelle – For starters, I’d recommend accessing your full credit report at http://www.AnnualCreditReport.com. There, you’ll hopefully be able to find more info on this account. To correct errors, you must file a dispute directly with TransUnion. You can do so here: http://www.transunion.com/personal-credit/credit-disputes/credit-disputes.page

    Mike at 1:24 pm on January 24, 2014
  24. i reset my email address and pass word because i got a new email.have tried to log in with old and new email address and both says invalid email or passworrd.now im locked out because of too many log in attempts. please help

    candi williams at 11:48 am on February 16, 2014
  25. Mike

    Hey Candi – Email us directly at support@creditkarma.com and we’d be happy to have a look. Thanks!

    Mike at 3:03 pm on February 17, 2014
  26. it wont let me log in tells me my account has been deactivated

    donna bazurto at 2:47 pm on June 12, 2014
  27. Mike

    Hi Donna – I’m sorry to hear that. I’m sure our support team will be able to get to the bottom of this issue. Please feel free to email them over at support@creditkarma.com. Thanks!

    Mike at 12:41 pm on June 13, 2014
  28. I need help with my account log in and password I have tried to reset both but it will not. The email that is supposed to come never does and it is not in my Spam Folder either.

    Please help!!

    Judy Thigpin at 2:12 pm on June 13, 2014
  29. Mike

    Hi Judy – I’m sorry to hear that you’re having trouble accessing your account. Our support team would be glad to assist you with this matter if you could email us at support@creditkarma.com. Thanks!

    Mike at 2:12 pm on June 16, 2014
  30. I made it through step 2 in your account setup but it wont go to step three. it say there is some error or other problem. What do I do next?

    Charles Butler at 10:18 am on August 8, 2014
  31. Mike

    Hi Charles – Thanks for your question. I’m sorry to hear you had some trouble registering. I’d recommend you contact our member support team about this issue. You can reach them here: https://www.creditkarma.com/about/contact

    Thanks!

    Mike at 12:33 pm on August 8, 2014

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