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Cash Access and ATMs

Q: What are my options if I need access to cash?
A: Diners Club offers a variety of convenient ways to access cash: Club Cash® (ATM) and over-the-counter cash access is subject to local availability, terms and conditions, and is subject to the service provider obtaining authorization from Diners Club.

Q: Is there a transaction fee for cash advances from ATMs?
A: Each time you use your Card at an ATM, a transaction fee will be assessed. The fee is the greater of $4 or 4% of your cash advance total and will appear on your next monthly billing statement. This fee is in addition to any fee charged by the ATM owner.

Q:How do I get a PIN to withdraw cash from an ATM?
A: When you receive your Diners Club Card Elite or Diners Club Card Premier, you should also receive a separate letter from us containing your PIN. However, if you don’t receive this letter or can’t remember your PIN, you can contact Diners Club at 1-800-2DINERS (1-800-234-6377) to obtain a PIN for cash access at any ATM where the MasterCard family of brands is accepted. For security purposes, Diners Club will not keep a record of your PIN, so if you lose or forget it, contact us and a new one will be issued to you.

Q: What should I do if I forget my PIN or it doesn't work?
A: Please call 1-800-2DINERS (1-800-234-6377) or from outside the U.S. call collect at 1-514-881-3735.

Billing and Payment

Q: Are there fees or interest charges if I do not pay my balance in full or by the payment due date?
A: Yes. Please refer to your monthly statement for details.

Q: How do I make a payment on my card?
A: You have several options to pay your bill:

By phone*:
1-800-2DINERS (1-800-234-6377)

*You may be charged a fee of $14.95 if a representative of ours helps expedite your payment.

By mail:
Diners Club Consumer
P.O. Box 6012
Carol Stream, IL 60197-6012
USA

Via overnight mail:
BancTec Inc.
2100 A Corporate Drive
Addison, IL 60101
USA
Attention:
P.O. Box 6012

Wire payments from your bank to our bank:

BMO Harris NA
111 W. Monroe
Chicago, IL
60603

Account #: 1982143000
Account Name: Diners Wire Payments
ABA: 071000288
Swift code: HATRUS44
Payable to: Harris/Diners Club, Include name/account#.
Cutoff time is 2 p.m. (CT)

Q: How can I tell when my payment is due?
A: The top of your Online Statement will show a "Payment Due Date." Your payment must be received and posted to your Account by 5 p.m. (CT) on that date.

Q: Can I get an email alert when my payment is coming due or when a new statement is available?
A: Yes. You can receive email notification regarding your account information by signing up for alerts when you log into your account online. Learn more.

Questions and Disputes

Q: How do I dispute a charge?
A: Transactions can be disputed by phone or in writing. Written notification of dispute should be mailed to Diners Club, P.O. Box 6101, Carol Stream, IL 60197-6101. Your inquiry is sent directly to our Customer Service Research Department. It usually takes from 45 to 60 days to research a dispute. You can also contact Customer Service at 1-800-2DINERS (1-800-234-6377).

Q: What do I do if my payment isn't reflected on my statement?
A: Allow 7–10 days from the date the payment was mailed. If the payment is not posted to your account in that timeframe, send written notification to Diners Club, P.O. Box 6101, Carol Stream, IL 60197-6101 or call 1-800-2DINERS.

Lost or Stolen Cards

Q: How do I report a lost or stolen Card?
A: Immediately call Diners Club Customer Service at 1-800-2DINERS (1-800-234-6377) in the U.S. or call collect at 1-514-881-3735 from outside the United States.

Q:How long will it take to receive a new card?
A: You will typically receive a new card within 7–10 days. If a new card is needed sooner, please contact Customer Service at 1-800-2DINERS (1-800-234-6377) to discuss available expedited services.

Q: What if there are unauthorized charges on my lost or stolen card?
A: Call Diners Club Customer Service at 1-800-2DINERS (1-800-234-6377) to block future charges. You will not be responsible for unauthorized charges that occur after you have notified Diners Club of the loss, theft or possible unauthorized use of your card. In any case, your liability will not exceed $50. You may be liable if the card is used by an unauthorized person.

My Account

Q: What do I need to do to activate my card?
A: After you receive your card, call the number printed on the security sticker that can be found on your new card in order to activate it. Once you've activated your card, you may begin to use it immediately.

Q: How can I change personal account information, like my name or billing address?
A: There are several ways to update your personal information:

Call 1-800-2DINERS (1-800-234-6377)
Write to:
Diners Club
PO Box 6101
Carol Stream, IL 60197-6101

Online
Log on to your account here.

Q: How can I add individuals to my card?
A: Contact us at 1-800-2DINERS (1-800-234-6377) for information about adding additional cardmembers to your Diners Club account.

Q: How do I cancel my card or additional cards on my account?
A: Contact us at 1-800-2DINERS (1-800-234-6377) if you need to cancel any of the cards on your account.

Q: Can I transfer balances from other cards to my Diners Club Card?
A: Balance transfer is not an option available on Diners Club products at this time.

Q: What do I do if I have a problem logging in to my account online to view my statement?
A: If you need assistance in accessing your account or assistance in using any features of our website, contact us at 1-800-2DINERS (1-800-234-6377).

Q: What if I forget my password?
A: If you forget your Username or Password to log in to your account online, you may recover your log in credentials by following the links at the log in page. Where prompted to recover your credentials, just select either the link for “Username” or " Password" and provide the required security information (previously entered).

Q: How can I check my current account balance when I'm away from a computer?
A: Call 1-800-2DINERS (1-800-234-6377) and have your account number ready, then follow the voice prompts. For your protection, you will be prompted to enter account security information.

Q: How do I access my statement information on the Internet?
A: You may access your statements absolutely free by logging into your account online. First time users will need to register by providing personal security information before viewing statements online.

Q: Where on the Diners Club website can I find my statement?
A: You can view your statement online when you log into your account using the “Login” button in the Consumer cards box on our homepage or throughout the Consumer Cardmember area of this website.

Q: Can I choose to only receive my statements electronically via my email?
A: Yes, when you enroll your account, you will automatically have access to your statements online. You have the option to turn off your paper statements and receive an email notification when your statements are available online. You can change your statement options at any time by logging in to your account.

Q: How can I order a statement that does not appear online?
A: Statements up to 24 months old can be printed when you log into your account online. Duplicate statements are also available by calling Customer Service at 1-800-2DINERS (1-800-234-6377).

Q: What detail can I see in my statement online?
A: When you log into your account online, you can view current and historical statement information up to 24 months old. You can print statement pages, or download information as a text file or into a number of popular financial management software programs, like Quicken, or Microsoft Excel.

Q: If I sent a payment last month for my outstanding balance, do I still receive a paper statement this month?
A: When the only transaction on your monthly statement is a payment that clears the balance on your account, neither a paper statement nor statement online are generated. You will receive a statement in the mail or you can view your statement online only when you maintain a monthly balance or have a non-payment transaction.

Q: Can I view my statement online with my wireless device?
A: Yes. Just use the web browser on your wireless device to access the dinersclubus.com website. From there, you can log in to your account and view your statements.

Q: Can I receive alerts about my account?
A: You can receive account-related information in the form of "alerts" directly to email. You can customize the alerts that you want to receive- you can set up alerts for when your credit limit is reached, when your balance exceeds a certain amount, and more. To learn more and sign up for alerts, log in to your account online.

Travel Services

Q: Where can I find a listing of Diners Club International airport lounges and their locations from within an airport?
A: Diners Club offers access to an extensive network of international airport lounges. For more information and updates about Diners Club airport lounges, including a listing of locations, go to Airport Lounge Directory

Q: Is there a fee to access a Diners Club International airport lounge? Can I bring a guest?
A: Access to most of our airport lounges is free to Diners Club Cardmembers, however some locations may require a fee for cardmembers or any guests. If you have any questions, please contact Diners Club Customer Service at 1-800-2DINERS (1-800-234-6377).

Q: What amenities are available in the Diners Club International airport lounges?
A: While amenities differ by location, typically you'll find newspapers and magazines, telephones, TVs, complimentary beverages, fax machines and copiers in our lnternational airport lounges. As specific services vary, please consult our
Airport Lounge Directory for details about a particular lounge.

Q: What is MasterAssist®?
A: MasterAssist is our travel emergency service. Our Assistance team is on duty 24 hours a day, 7 days a week, to provide immediate attention and follow-through to referrals for your pre-trip and emergency medical, legal and travel needs. With this service you'll enjoy peace of mind knowing that emergency assistance is available anywhere in the world. Whether you lose a passport, need a doctor, or discover that your wallet has been stolen, help is just a phone call away at 1-877-764-3576 or from outside the U.S., call collect at 904-636-3647.

Q: What should I do if I've lost my plane tickets or other key travel documents?
A: Call the Diners Club Benefits Assistance Center at 1-877-764-3576 or from outside the U.S., call collect at 904-636-3647.

Q: I'm looking for some assistance in planning my trip. Can Diners Club help?
A: For pre-trip planning, such as information on passports, inoculation requirements, foreign exchange rates or travel advisories, use MasterAssist, our travel assistance service. The Assistance team is on duty 24 hours a day, seven days a week to provide immediate attention and referrals for your medical emergency, legal and travel needs. Help is just a phone call away at 1-877-764-3576 or from outside the U.S., call collect at 904-636-3647. For other travel planning, such as dining reservations or sports and concert tickets worldwide, let your Diners Club Personal Assistant help you. Call your Diners Club Personal Assistant at 1-888-442-2872.

Q: Who can I contact if I need help while I'm on a trip?
A: Contact MasterAssist, our travel assistance service, toll-free at 1-877-764-3576 or from outside the U.S., call collect at 904-636-3647. The Assistance team is on duty internationally, 24 hours a day, 7 days a week.



Online account FAQs

Enrollment

Q: How do I enroll?
A: To enroll, you will be asked to enter your account verification information. As part of the enrollment process, you will be asked to create a unique Username and Password. Once you have successfully enrolled, you will be able to view your credit card account simply by logging on with your Username and Password.

Q: Do I have to enter the enrollment information each time I sign on?
A: No. After you have completed the enrollment process and selected a unique Username and Password, you can login simply by entering your Username and Password on the Welcome Page.

Q: Can I register additional credit card accounts I have with you?
A: Additional Diners Club Professional or Commercial accounts that you may have cannot be registered or linked to your Consumer online account at this time. Please log on to Secure e-Account Manager to view the information for those accounts. You may register additional Diners Club Consumer accounts as the primary cardholder. To register another account, click Manage Account in the top navigation under your account name.

Q: Why am I being asked to provide an email address?
A:You are required to provide an email address so that we can send you important account notifications.

Q: How do I remove an account if I no longer want to access it online?
A: To remove an account online:

  1. Click Manage Accounts in the top navigation under your account name.
  2. Click the trash icon next to the account you would like to remove.
  3. The account will be removed from online access.

Transactions

Q: How current is my transaction information?
A: You will have access to real-time account information. This is the same information that our Customer Contact Center provides when speaking with you on the phone.

Q: Why do my transactions have [+] expand?
A: You can expand transactions to enable you to view transaction details such as merchant information, transaction type, location, and merchant ID. The information we display is provided by the merchant. Therefore, the amount and type of information displayed can vary. Some merchants may choose to provide only the store name and address; others may provide more extensive details.

Q: What is the process for downloading transactions?
A: Downloading transactions is easy.

  1. Go to the Transactions page.
  2. Select the statement period to view.
  3. Select the format in which you want to download the transactions and click Download. Note: Downloads are available in a QIF format, which can be imported into personal financial software packages such as Quicken®. Tab-delimited and comma-delimited formats are also available for your download to spreadsheets, like Excel, or to databases.

Q: Will I be able to review my pending transactions (Authorizations)?
A: When you make certain point-of-sale purchases, the merchant will seek to authorize the transaction. You can review your pending transactions (merchant authorizations that have not yet processed) before they post to your account.

Statements

Q: Can I access my statements online?
A: Yes, when you enroll your account, you will automatically have access to your statements online. You have the option to turn off your paper statements and receive an email notification when your statements are available online. You can change your statement options at any time by logging in to your account.

Q: How do I enroll in online statements?
A: When you enroll your credit card account online, you will automatically have access to your statements online. This is part of the enrollment process.

Q: How do I access my statements online?
A: When you login to your account, select Statements in the left navigation.

Q: How many months of statements can I view online?
A: You can access up to 24 months of statements online.

Security

Q: How secure is the online credit card site?
A: One of our highest priorities is to ensure your privacy and peace of mind. Once you enroll, you will use a self-selected Username and Password that serves as our first line of security. Every step of the way, we provide you with secure encryption of all data transmitted between your computer and our secure site.

Q: What if I forgot my Username or Password?
A: If you forgot your Username, click the Forgot your Username link. You will be asked to enter your account verification information to recover your Username.
If you forgot your Password, click the Forgot your Password link. You will be asked to enter your account verification information and will be issued a temporary Password to log in. Your temporary Password will be sent to the email address you provided at enrollment. If you have questions or need assistance, please call the Contact Center at 1-800-234-6377.

Q: What is encryption and why do I need it?
A: Encryption is a security device that keeps information that passes through the Internet private and secure. You will see the icon of a padlock on the bottom toolbar of your browser that indicates the information being transmitted is protected and encrypted.

Q: What steps can I take to ensure the security of my account information?
A: There are several things you can do to protect your online credit card account:

  • Never share your Username and Password with anyone.
  • Never write your Username and Password down where anyone can find them or figure out what they are.
  • Change your Password frequently.
  • Always sign off before leaving your computer.
  • Always sign off before accessing other websites.

Q: Will my web browser allow me to view the website?
A: A web browser is computer software that allows you to view the content and graphics displayed on a website. You will know if your browser is not sufficient if upon entering a secure site, a note pops up on the screen telling you to upgrade. We suggest upgrading to the latest versions.

Q: What happens if I forget to sign off?
A: For security reasons, your session will expire after 15 minutes of inactivity, and you will be automatically signed off. If this happens, you will be required to sign on again. For maximum security, we encourage you to sign off when you walk away from your computer or when you’re finished with your session.

Technology

Q: How do I enlarge the page font so that it is easier to read?
A: Please refer to the instructions for your individual browser for how to increase font size. For example, Internet Explorer users should go to View > Text Size and select Larger. The font size on your page will increase.

Q: What is the Adobe Acrobat Reader and why do I need it?
A: Adobe Acrobat Reader is computer software that presents documents in a unique, high-quality form called Portable Document Format (PDF). We display statements online as PDF files. If you would like to view your statement online, you will need to download Acrobat Reader. You can get your free Adobe Acrobat Reader by clicking on the following link: adobe.com

Q: What web browsers are supported?
A: The following web browsers are supported: Internet Explorer (version 11), Firefox (versions 26, 27), Google Chrome (versions 32, 33) and Windows 7 and Windows 8. Updates may be supported as well.