The main Macy's credit card phone number and what it handles
Call 1-866-622-9700 to reach Macy's credit card customer service. This number handles account questions, payment issues, fraud reports, and balance inquiries for both the Macy's Star Rewards card and the Macy's American Express card. The line is open Monday through Friday, 8 a.m. to 10 p.m. Eastern time, and Saturday and Sunday, 9 a.m. to 8 p.m. Eastern time.
When you call, have your card number or the phone number associated with your account ready. The automated system will route you based on what you need — you can reach a representative without waiting through a long menu if you know which option applies to your situation.
Key Takeaways
- The main Macy's credit card phone number is 1-866-622-9700, and it handles account questions, payments, and fraud reports for both Macy's card products.
- Customer service hours are Monday through Friday 8 a.m. to 10 p.m. Eastern time, and Saturday and Sunday 9 a.m. to 8 p.m. Eastern time.
- Have your card number or account phone number ready before calling to speed up routing to the right department.
- If you cannot reach someone by phone, you can also message Macy's through your online account or contact them through the Macy's mobile app.
What you can handle over the phone
The customer service team can help you report a lost or stolen card, dispute a charge, make a payment, check your balance, review recent transactions, and update your contact information. If you need to report fraud, the phone line connects you to a fraud specialist who can freeze your account when ready and walk you through the dispute process.
You can also call to ask about your rewards balance, request a credit limit increase, or get information about promotional offers tied to your card. If you have questions about your billing statement or need a copy of an old statement, the representative can usually send that to you during the call or within a few business days.
When to use online chat or the mobile app instead
If you are checking a balance, making a one-time payment, or reviewing recent charges, the Macy's website and mobile app are often faster than calling. You can log into your account at macys.com, click on the credit card section, and handle most routine tasks without waiting on hold.
The Macy's mobile app also lets you message customer service directly — this works well if you have a question that does not need an when ready answer or if you prefer written communication. Messages are usually answered within a few hours during business hours. Use the phone number only when you need to speak to someone right away or when the issue is complex enough that a conversation is clearer than back-and-forth messages.
What to do if you cannot reach anyone
If the phone line is busy or you are calling outside business hours, you have a few options. The Macy's website has a contact form where you can describe your issue and request a callback — someone will reach out to you during the next business day. You can also try calling back during less busy times, typically early morning or late afternoon on weekdays.
If your issue is urgent — for example, you need to report a stolen card or dispute a fraudulent charge — call back and select the fraud option from the menu. That line often has shorter wait times because it is routed separately. If you are in a Macy's store, you can also ask a customer service desk to contact the credit card team on your behalf, though this is slower than calling directly.
Differences between the Macy's card and the American Express card
Macy's offers two credit cards: the Macy's Star Rewards card (issued by Comenity Bank) and the Macy's American Express card. Both use the same customer service phone number, but the American Express card may route you to a slightly different department because American Express handles some backend processing.
If you hold the American Express version and the representative cannot resolve your issue, they may transfer you to American Express directly. This is rare for routine questions, but it can happen for disputes or complex account issues. Either way, calling 1-866-622-9700 is the right first step regardless of which card you have.
Information to have ready before you call
Gather these details before dialing: your card number (or the phone number on file with your account), your full name as it appears on the card, and your date of birth. If you are calling about a specific transaction, have the date and amount ready. If you are reporting fraud, write down which charges you believe are unauthorized and the dates they appeared on your statement.
If you are calling from a number different from the one on your account, the representative may ask security questions to verify your identity — knowing your account details ahead of time makes this faster. If you cannot remember your PIN or password for online access, the representative can help you reset it during the call.
Frequently Asked Questions
Can I make a payment over the phone?
Yes. Call 1-866-622-9700 and tell the automated system you want to make a payment. You can pay with a bank account or debit card. Have your routing number and account number ready if you are paying from a bank account. Payments made before 5 p.m. Eastern time usually post the same business day.
What if I do not recognize a charge on my statement?
Call the number above and select the fraud or dispute option. The representative will ask you about the charge and can start a dispute investigation on the spot. You do not have to wait for a bill to arrive — you can dispute a charge as soon as you see it online. The investigation usually takes 30 to 60 days, and Macy's will credit your account temporarily while they investigate.
How do I report a lost or stolen card?
Call 1-866-622-9700 when ready. The representative will deactivate your card right away so no one else can use it. You can request a replacement card during the call, and it will arrive within 7 to 10 business days. If you need to make a purchase before the new card arrives, ask about temporary digital card options or one-time payment codes.
Is there a separate number for rewards questions?
No, use the same number. When the automated system asks what you need, select the option for account inquiries or rewards, and you will reach someone who can answer questions about your points balance and redemption options.
What time zone are the business hours in?
All times listed are Eastern time. If you are on the West Coast, subtract three hours — so 8 a.m. Eastern is 5 a.m. Pacific. The hours do not change for daylight saving time; Macy's adjusts automatically.