December 16th, 2013

Hello from Member Support!

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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 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.


  1. Enola Guerrero

    Hi Theresa – Please contact one of agents to further assist you on this:

    Enola Guerrero at 10:37 am on May 13, 2015
  2. I have been trying to reach Credit Karma for several days and every time I get a timed out message.

    Can you help me?


    Alan Vigneron at 7:41 am on May 26, 2015
  3. Enola Guerrero

    Hi Alan – If you are still experiencing issues, please refer to our contact page to better assist you:

    Thank you!

    Enola Guerrero at 10:52 am on May 26, 2015
  4. I have been trying to input the initial information needed to get my credit score and every time I try to submit, it comes up with a message saying I didn’t input the last four of my social security and my monthly income, even though I have countless times.

    Baily Sheehan at 3:06 pm on June 17, 2015
  5. Enola Guerrero

    Hi Baily – Our support team can assist you to register. Please contact them here:


    Enola Guerrero at 4:38 pm on June 17, 2015
  6. I am trying to log in to check my credit score and it is telling me that my account has been deactivated.
    How do I reactive my account.
    Thanks Rick

    Rick at 12:47 pm on July 20, 2015
  7. Enola Guerrero

    Hi Rick – We are more than happy to assist you with this matter, please contact us here:


    Enola Guerrero at 8:38 pm on July 21, 2015
  8. I am trying to login and credit karma tells me that my
    email is not correct but it IS correct.

    Patsy H Lane at 6:31 pm on September 25, 2015
  9. Enola Guerrero

    Hi Patsy – Sorry to hear you are having issues accessing your account. Our support team can definitely assist you with this matter. You can contact our support team by going here:


    Enola Guerrero at 10:31 am on September 29, 2015
  10. Hi I have a problem with logging in to my account. I have wrote the support team and was told to fill out the help center information…which I did and it says subject is blank.

    Justin at 6:34 pm on October 14, 2015
  11. Enola Guerrero

    Hi Justin – Please contact our support team by filling out the form here:


    Enola Guerrero at 11:56 am on October 15, 2015
  12. Hello, I have been trying to sumbit a request about a very important question I have regarding disputes on collections and how to go about submitting it and every time I try to send the message it comes back with error message “Subject: Cannot be blank” first off, there is no subject line, second ALL fields are filled out, there are no blank fields on the entire page. PLEASE help me! These collections are destroying my life and I am not at fault for them… I was a victim of domestic violence and because I required medical attention I now have $2500 in collections that im just now finding out about.. please help this needs to be solved….

    Jenna Ramirez at 3:57 pm on October 16, 2015
  13. I have been trying to get into my credit karma account. I forgot my email that I used and my password. when I log into it I would like to change mine so I can get into my own. Please help me cause I want to fix my debt and I cant get into it!!!!!!! please help me!!!!!

    Kimberly Burley at 4:17 pm on October 20, 2015
  14. Enola Guerrero

    Hi Jenna – Please try using a different web browser to access

    Also, to dispute any errors you see on your report, you can do so here:

    Enola Guerrero at 10:49 am on October 21, 2015
  15. Enola Guerrero

    Hi Kimberly – Our support team can definitely assist you with this matter. You can contact them by going here


    Enola Guerrero at 12:22 pm on October 21, 2015
  16. I had to mail in stuff to prove my identity. The instructions said I would get an email back. that has never happened and it has been more than long enough. I’m really disgusted with Credit Karma at this point. I want to get in to my information and there doesn’t seem to be any way to do that. Thoroughly frustrated with this site at this time.

    Robin Menefee at 5:42 pm on October 24, 2015
  17. Enola Guerrero

    Hi Robin – Please contact our support team so they can better look into this for you.


    Enola Guerrero at 12:35 pm on October 31, 2015
  18. Every week I check this site. The email login and password are saved into most of my devices. So imagine my surprise when today your website doesn’t recognize my login, password, or doesn’t offer a way to change those things because it says I am not a current member, which I have been since 2012. I enter my name, birthdate and last 4 of social and there’s nothing there.
    So I’ve spent all night wondering if someone got into my account and changed the login and/password and I’m understandably upset. I know you’re just going to direct me to about/contact.
    How can a reputable business that I have been a loyal customer to for 3 years just randomly stop one day and decide I don’t exist?

    Jennifer at 10:09 pm on November 3, 2015
  19. Enola Guerrero

    Jennifer – With the information you given, there is not telling what the exact issue you are experiencing when you log. Please contact our support team so we can better look into this for you.


    Enola Guerrero at 11:23 am on November 4, 2015
  20. I am trying to assist my wife in getting into her account. So far each day in the past week, she has tried to login and today I tried to help her and now she is locked out. She can’t login nor can she create a new account, as you suggested. I believe the answer to this request will be generated by artificial or virtual assistance and not a real human. People asking questions on here should be given personal supporters especially after touting about your customer service and a picture… I want everyone reading these complaints, issues, and concerns to realize that I seriously doubt that there is anyone on the other end reading these but merely an automated response system answering these concerns solely on what is asked. Please prove me wrong Credit Karma customer supporters.. Here we go. Lets see if we get the same answer…

    Stan Miller at 1:31 pm on December 21, 2015
  21. Enola Guerrero

    Hi Stan – Since we can only assist the member that is associated with the account, please have your wife contact our support team so they can assist her with accessing her account.


    Enola Guerrero at 1:39 pm on December 21, 2015
  22. My husband just contacted you about my account. I am contacting you to let you know everything he said is correct and unresolved. I did send a request and have heard nothing as of yet. Please search your documents for my request and help me resolve this ongoing issue. I really wish I could speak with you on the phone.. This is crazy! Thanks,
    Dawn Miller

    Dawn Miller at 1:53 pm on December 21, 2015
  23. Enola Guerrero

    Thank you, Dawn. We currently do not offer phone support. If you have submitted a request from our help center, please expect a response within 3 business days.

    Enola Guerrero at 2:16 pm on December 21, 2015
  24. Hello my name Ray and I’ve been asking y’all for help for along time but I can’t get no help ! I can’t remember my password and I’ve tired and tried to get y’all to help me but no response . So mayb this time someone can help me ! Please just want to change password if I have too . Help me please thank y’all

    Ray at 5:00 pm on December 30, 2015
  25. Enola Guerrero

    Hi Ray – Please contact our support team for assistance with accessing your account,


    Enola Guerrero at 4:52 pm on January 5, 2016
  26. I tried to create a account, which I never have before. It showed that a different account with my info has been made under a different email I’ve never had. What does this mean?

    Stephen at 7:03 pm on February 21, 2016
  27. I have been emailing for almost two weeks to find out the status of my account after sending in proof of identity documents but have not received any replies. How do I contact someone?

    Leanna Weidman at 2:06 pm on February 22, 2016
  28. Enola Guerrero

    Hi Stephen – Our support team can definitely look into this for you, you can contact them here.


    Enola Guerrero at 3:40 pm on February 23, 2016
  29. Enola Guerrero

    Hi Leanna – Please contact our support team to look into this matter for you.


    Enola Guerrero at 3:46 pm on February 23, 2016

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