Fairstone Frequently
Asked Questions (FAQ)

From applying for your first loan to managing
your account online and more, find answers to
frequently asked questions about Fairstone


Online account management

How do I start managing my Fairstone account online? What information do I need?

To get started, visit the account registration page and follow the on-screen instructions. You’ll need your branch number, loan account number, and your phone number and postal code to get started. Your branch number and account number can be found on your loan documents.

Once you’ve provided your information, we’ll ask for your email address and you’ll need to create a username and password. Before you can start using your account, we’ll send you a verification code to your email address. You’ll need to enter this verification code before we grant you access to your account.

I’m having trouble creating an account with the information I’m providing – is something wrong?

Common issues with account registration include:

  • Your phone number and postal code must match what is on file for your account at the branch. Please review your loan documents to ensure the information matches. If your information has changed, you’ll need to contact your branch to revise it.
  • For security, only primary borrowers can register for online account management. Co-signers or secondary borrowers do not have access to managing the account online.
  • There may be other instances where an account may not be able to be managed online. Please contact your branch if you continue to have issues.

I forgot my username – how do I request it?

If you’ve forgotten your username, you’ll need to provide the same information as you did when you registered (branch number, loan account number, your phone number and your postal code). Once the information is confirmed, your username will be populated, and you’ll need to enter your password to login.

I forgot my password – how do I reset it?

If you’ve forgotten your password, you’ll need to provide your username and indicate that your password was forgotten. We’ll send an email with a verification code to the email address on the account. To reset your password, you will enter the verification code and a new password into online account management. Once complete, you can log in with your new password.

My account was moved to a new branch. Can I still access my account online?

Yes, you can still access your account online using the username and password you created when you registered. However, your account number will have changed. If you need to reset your username or password, you must use your newest account number.

If I renew my loan, will I still be able to log in with my existing username and password?

Since it is a new loan with a new account number, you will need to register the new account for online account management. Simply visit the account registration page and follow the on-screen instructions.

My local branch has changed. What happens to my account?

If your local branch closes, you will be assigned to the next closest branch. Please note that your account number may change as a result. You will still be able to login to online account management using your existing username and password. However, if you need to reset your username or password at any time, you must use your newest account number.

Where can I find my Annual Percentage Rate (APR) information online?

When logged into online account management, click the "Account" tab and then "Summary" to view your Annual Percentage Rate.

How do I view my account balance?

When logged into online account management, click the "Account" tab and then "Summary" to view your current balance.

How do I make an online payment?

When logged into online account management, click the "Make a Payment" button to get started. You’ll need to choose between one-time or recurring payments and provide your banking information to complete the process.

My payment is due today. If I make the payment online, will it be on time?

As long as your online payment is made before 11pm EST on the day that it is due, your account will be paid on time. We’ll send you a payment confirmation email so you know the payment was successful. Please note the payment may not be shown on your bank account for up to four business days after the request is made.

How do I know if a payment has been posted to my account?

When logged into online account management, click the "Accounts" tab and then the "History" link to view past payments.

Can I still mail a payment to Fairstone even if I am enrolled in Online Self Service?

Yes, you can still mail your payment to Fairstone. Remember to write your account number on the cheque or money order and make it payable to Fairstone. Ensure you mail your payment 3–5 days in advance of the due date to avoid a late payment.

How often can I pay my bill using online payments?

You can make one online payment per day, and you can have up to four pending (not yet processed) online payments at any given time.

Can I add multiple payment sources to pay my loan online?

For your security, unless you set up a recurring payment you’ll need to enter a payment source each time.

Can I change or delete a payment if I made a mistake?

If you scheduled a future payment in advance of your due date, you can make changes until 11:59 p.m. EST on the day before your payment is scheduled. To change or delete a payment, click the "Payments" tab and then the "Scheduled Payments " link. You can then click on the “X” in the right-hand corner to delete the payment.

I just made a payment. Why can't I see it in my account history?

During periods of scheduled system maintenance, your payment may show as a pending payment. To view pending payments, click the "Make a Payment" tab and then the "View/Modify Payments" link. If you need to make a payment when online account management site is down, please call or visit your local branch.

Can I have my payment automatically deducted from my chequing account?

Yes. When logged into online account management, you can set up recurring payments by clicking the “Make a Payment” button on the main page, and then selecting “Recurring” under “Payment Details”. Choose the frequency and amount of the recurring payment, then fill in the information for the account the payment is to be taken out from.

How far in the future can I schedule a recurring payment?

The first payment in a recurring payment stream defaults to the next payment due date, and can be changed to any date before your next payment due date. Recurring payments can be set up to run for the entire loan term.

I am setting up a recurring payment with a semi-monthly or bi-weekly frequency. Why is my first payment amount the full monthly amount due?

The first payment amount for all recurring payments is the full amount of the monthly payment due, to protect you from going “interest short” on your account. Subsequent recurring payments will be paid with the bi-weekly or semi-monthly amount due.

Can I make an online payment if I am enrolled in AutoPay?

Yes, you can always make an additional payment online if you are enrolled in AutoPay, however you will not be able to set up recurring online payments.

Why can't I see my Payoff payment in my account history?

Your Payoff payment may show as a pending payment until processed. To view pending payments, click “Payments” and then “Modify/View Payments”. If you have questions about making a payment, contact your local branch.

I recently paid my account in full. Do I need to cancel my recurring payment?

Recurring payments are automatically cancelled when your account is closed. Your online account management access will be available for 60 days after your account is paid in full.

Can I change my due date online?

No. Please contact your local branch if you would like to change your payment due date.

How do I change personal information like my username, password or address?

When logged into online account management, click the "Profile" tab, and then select the arrow in the right-hand corner where your information is displayed. To ensure account accuracy, you are not able to change your address via online account management. Please contact your local branch to do so.