Resources to get you back on track
Account access help
First time user? Enroll nowin the customer portal.
Frequently asked questions
Simplify your life with a few clicks
Making managing your account carefree.
Set up e-statements
It's good for you and the environment.
Set up auto pay
Say goodbye to late payments.
Find answers to customer portal frequently asked questions.
What can I do in the customer portal?
It's a convenient way for our customers to access their Sheffield account(s) online.
From the portal, you can:
- Sign up for e-statement
- View up to 12 months of statement history
- Sign up for auto pay using a checking or savings account
- Make one-time payments using a checking or savings account, debit or credit card (Visa ®, MasterCard ® and Discover ® are accepted)
- View and print account history
- Review account balances and next payment due dates
- Send us a secure message. We'll respond within 72 business hours.
Is accessing my account online safe?
We use a secure server and encryption technology. It's your responsibility to maintain security of your log in credentials including your account number, ID and password.
Is there a charge to use the portal?
No. There's no cost.
How do I sign up for the customer portal?
Signing up is simple. Enroll nowfor the customer portal to create a username and set a password. You'll need your Social Security number and Sheffield account number.
Can I use letters and numbers for my username?
Yes. Your user ID must be between 6 and 12 characters. It can't contain any special characters or symbols.
Can I use letters and numbers for my password?
Yes. However there are a few requirements for passwords.
- It must be 7 to 12 characters long
- It can't be the same as your Social Security number
- It can't be the same as your user ID
How do I access my account the first time?
After enrolling, use the customer log in button at the top of our website to access your account.
Why won't the customer portal accept my account number?
Use the account number provided on your welcome letter or from your monthly billing statement. Be sure that you're entering your account number without any hyphens, punctuation or leading zeros.
I set up my account, logged in and was restricted access. Why?
The safety and security of your personal information is important to us. Once you enroll for online access, we'll review your credentials to validate your accounts are properly linked to your loan profile. If any of the information didn't validate, the system will restrict access. If this occurs, please contact us for assistance.
What if I forget my password?
From the customer log in screen, select Forgot Password? You'll be asked to enter your user ID, email address and billing statement address ZIP code. Your password will then be emailed to you. You can also call us for assistance.
How do I change my password?
To change your password, log in to your account, then go to the Update Profile menu and select Change Password. You'll be prompted to enter your old password and to type a new one. If you don't know your existing password, refer to the "What if I forget my password?" FAQ.
Is there a limit on the number of transactions I can make?
No. You can perform as many transactions as needed.
What if I am unable to log out of my account due to an unexpected interruption?
As soon as you're able to re-access your account, you should verify any transactions you may have attempted were completed by reviewing your account history and balances. You can also contact us for assistance to avoid the possible duplication of transactions.
What if I forget to log out of my account?
The system will close your session after 15 minutes of inactivity.
Find answers to auto pay frequently asked questions.
How does auto pay work?
Once you enroll, we'll automatically deduct the monthly payment from your designated bank account on your draft date each month or up to 9 days before your actual due date.
Why should I enroll in auto pay?
You'll no longer have to write a check each month for your loan payment, and you’ll have peace of mind knowing that your payment is being made automatically, on time and through a secure method.
Does auto pay cost anything?
There's no charge to enroll in or use auto pay.
How can I set up an auto pay payment?
You can set up an automatic monthly draft to debit your bank account on or before your due date by logging in to our customer portal.
Allow 1 business day prior to your requested draft date to process your request. There is no fee with this payment option.
How close to my payment due date can I set up auto pay?
When you enroll through our customer portal, you can set your account up 1 business day prior to your requested draft date to process your request to help ensure your payment isn't late.
What happens if I my bank account number changes?
To avoid late payments, you can easily and securely manage your auto pay account information by logging in to the customer portal.
Can I set my draft up for more than my monthly payment amount?
Yes. You can set your draft for amounts above your minimum monthly payment and you can change the amount any time up to 1 day prior to your draft date. Be sure to designate the additional amount as a principal payment through our payment portal.
How do I cancel or change my auto pay?
You can make all changes to your auto pay through the customer portal. To cancel auto pay, you can contact our office at 888-438-8837.
Find answer to payment frequently asked questions.
What are my payment options?
You have a variety of payment options for your convenience.
How much of my payment is applied towards interest?
Each payment is first applied to any other charges, including late charge, then to interest accrued, then to the unpaid balance of the principal. Late payment or irregular payments may increase the amount of fees or interest charged.
Interest is calculated from the date the last payment was received until the posting date of the next payment received and the amount applied to interest is greater early in the loan term.
How do I find the year-to-date interest for my loan?
When you log in to your account, the year-to-date interest can be found on the Account Snapshot screen.
Where can I locate my payment due date?
When you log in to your account, your payment due date can be located on the Account Snapshot screen, or on your e-statement or paper statement.
If I make a payment online, will it be applied to my account the same day?
Yes. One benefit of paying through the customer portal is that your payment will be credited to your loan immediately, even weekends and holidays.
I received an error message when making a payment. What should I do?
If you receive an error, don't re-submit the payment. This may cause a double payment. Please call us during normal business hours should you encounter an error code.
Will I receive a receipt for my transactions?
Yes. You'll receive a confirmation number for your payment. You can also verify transactions by checking your account balance history.
How can I verify if a transaction was applied to my account?
You can verify transactions by checking your account balance history.
Can I reverse a transaction if I make an error?
It's important to review all transaction details prior to submitting payments because they can't be reversed. If you made a payment in error, please contact your financial institution and have them cancel the transaction immediately before it clears your bank account. Returned items may result in fees from Sheffield in accordance with your loan agreement.
What if I submit a debit card payment?
If you submit a debit card payment please be aware that your funds are held at your financial institution as pending even if your transaction is declined. Your bank may hold the funds as "Pending" or pre-authorized for up to 10 business days. Sheffield is unable to assist in releasing the hold on funds at your financial institution
How can I get an amortization schedule?
Contact us at 888-438-8837 to request a copy of the original amortization schedule.
Find answers to e-statement frequently asked questions.
How do I choose to receive e-statements?
You can choose e-statements by logging in to your customer portal account on the Account List screen by selecting Update Profile then E-Statements.
How do I view e-statements?
Once you enroll in the customer portal and e-statements, you can view e-statements for your account(s) as a PDF.
How do I stop the e-statement reminder from popping up after I log in?
To stop the e-statement reminder from popping up, you must select either Yes or No on that screen. If you select Remind Me Later, the message will continue to occasionally show up after log in.
Why does the e-statement reminder continue to pop up even after I have signed up for e-statements?
This means that you selected the Remind Me Later option for the e-statement reminder. The next time this reminder pops up select Yes and this will stop the reminder from popping up.
New loan applications
Find answers to new loan application frequently asked questions.
I'm a current customer. Can I apply for new loan through the customer portal?
Find answers to credit dispute frequently asked questions.
How do I dispute a mark on my credit report?
To initiate a dispute, mail your dispute in writing to:
Sheffield Financial Credit Disputes
PO Box 25127
Winston-Salem, NC 27114
Find answers to card holder agreement frequently asked questions.
Loans are subject to credit approval.
Sheffield Financial is a division of Branch Banking and Trust Company(opens in a new tab), Member FDIC.
Branch Banking and Trust Company is now Truist Bank. Learn more(opens in a new tab)
BB&T and SunTrust have merged to become Truist. Both institutions will continue to offer independent product lines for a period of time. This may include differing underwriting guidelines, product features, terms, fees and pricing.