Table of Contents
How do I manage my credit cards?
All card issuance and management activities are conducted within PaymentNet. Here are some common tasks you can perform:
Card controls
Navigate to Accounts > Manage
Select the account you want to update
The General Information page displays
Select the Controls tab (the second tab on the page)
Update any card controls
Select the Save button
Replace cards
Navigate to Accounts > Manage
Select the account you want to replace.
Select the Replace Card button to generate a new card with the same 16-digit account number
Note: The new card will be shipped via USPS, regular mail.
If you require expedited delivery, make sure to check the box for Rush Card Delivery Information before selecting the Replace Card button. This ensures the card is shipped via FedEx within 2-3 business days.
Select the Save button.
Change status
Navigate to Accounts > Manage
Select the account you want to update
Choose a status from the Status drop-down menu on the General Information tab
Select the Save button
Email and account updates
Navigate to Accounts > Manage
Select the account you want to update.
Locate the Contact Information section of the General Information screen
Enter the new email address
Select the Save button
Similarly, you may make account updates such as Cardholder and Home Addresses, etc.
How do I create a new card?
Navigate to Accounts > Manage
From the account list, select an individual
From the General Information tab, select Create New Account
From the Account Holder Type drop-down, select Individual or Department
From the Type of Employee drop-down, select No Employee
Enter the required information indicated by an asterisk (*)
Note: Cardholder Address is the company address or the card delivery address where the card is being shipped to. Home Address is always required for Individuals – no P.O. Boxes
Select Continue
Review the Cardholder Acknowledgement form
Select the checkbox and select Continue
How do I view my statement?
As a Primary Program Administrator, you may view your statement from the Home Page of your PaymentNet site.
From the Dashboard, select the Account Summary tab
Select the Corporate Account to view the Statement via hyperlink, below the Current Cycle Spend
Select the hyperlink to download Statement as a PDF
For Additional Program Administrators or additional roles in PaymentNet, follow these steps to review the statement:
Navigate to Accounts > Manage
Locate your Central Bill Account on the Account List screen
Use the ‘Take me to...’ drop-down list to select Statement Detail.
The Statement Detail screen lists all the cardholder accounts that have activity within the current cycle. You may also access past statements.
Select the View Statement (PDF) to download
How do I dispute a transaction?
As a Program Administrator, you can dispute transactions tied to your individual card account or to the cardholder accounts within your hierarchy and scope of view. For example, you may want to dispute a transaction because of a simple billing error or because of unauthorized transactions due to fraud.
You may submit a dispute in PaymentNet at any time after the transaction date; however, to complete the comprehensive dispute process, additional steps may be required that are outside the scope of what can be done in PaymentNet. You should always contact the merchant first and attempt to resolve the dispute.
Submit a dispute
Navigate to Transactions > Manage to view the Transaction List
Find the transaction you want to dispute and select the transaction amount
Select Dispute
Enter your email address in the E-mail Address field
From the Dispute Reason list, select the reason you are disputing the transaction and enter any additional information as requested.
Select Submit
Why isn’t my card appearing in Spend Center?
For a credit card to appear in Spend Center, a unique email address needs to be listed in the Business Email field under the General Information page for the corresponding card in PaymentNet.
You should be able to see any updates to credit cards or additional cards with unique business emails within Spend Center by the next day.
If the email you used for a card on PaymentNet has already been used for an additional card, then it will appear under the same username within Spend Center. This can be checked under the Cards tab on the Spend Center tool bar to verify whether the card is appearing in Spend Center.
Why is there a delay between PaymentNet and Spend Center?
Any information pertaining to credit limit, card status, email updates can be viewed by the next day.
Where can I access Level 3 transaction information?
All Level 3 transaction information is on PaymentNet. To view this information, complete the following steps:
Log in to PaymentNet and navigate to the Transactions tab
From the Transactions tab, select the transaction amount to be brought to the General Information page for that transaction
Select the Addendum tab to access any Level 3 transaction data that has been provided by the merchant.
How do I create a new Program Administrator in PaymentNet for card management?
New Program Administrators can be created in PaymentNet by an existing Program Administrator. To accomplish this, complete the following steps:
Navigate to the Employees tab
Select Create
Provide the necessary required fields in the General Information page
Select the User Access tab to assign a program administrator role.
Additional information about user roles can be located within the PaymentNet Help Center.
Where can I view virtual cards?
You can access payable information directly from the SUA Payables menu in PaymentNet
FAQ Emails
How do I change an email associated with a card?
Navigate to Accounts > Manage
Select the account you want to update.
Locate the Contact Information section of the General Information screen
Enter the new business email address
Select the Save button
Similarly, you may make account updates such as Cardholder and Home Addresses, etc.
Why is my card not showing up?
Updates to cards take up to 24 hours to update in Spend Center.
Multiple email – same emails used on two different cards will show up under the same username on the transactions page and under “my wallet”
Why is a different name showing up on the transactions page?
Transactions displays as username, not card name.
Can I assign more than one approver for a user representing multiple cards?
No, only one manager can be assigned per user.
If you want to make this change, you need to add a unique email to each card.
If the user has more than one card, how can I distinguish between transactions?
View the last 4 digits of the card numbers.
Servicing and Support Teams
For further assistance, please contact our support team.
You can access the Chat feature from the Help Tab located on the left navigation panel and select the Send us a message button to speak to a live agent within a few minutes.
Additionally, as a Program Administrator, you may contact your Program Coordinators for day-to-day inquiries by phone or email:
Phone: 800-207-5359
Email: [email protected]
Hours of Operation: 24/7/365
If you experience any issues with PaymentNet, as a Program Administrator, you may contact our Client Application Support team for online platforms and reporting solutions via phone or email:
Phone: 877-967-1100
Email: [email protected]
Hours of Operation: Mon –Fri 7AM –6PM CST
For Cardholder Support:
Activate cards and manage card status like lost, stolen, etc.
Resolve account and transaction issues like declines, fraud, disputes, etc.
Resolve any other card related questions
Phone: 800-316-6056
Hours of Operation: 24/7/365
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