Car loan questions & requests

Where to direct questions about your car loan versus questions Carpay can help with about payments or account access.

February 4, 2026

What Carpay can help with

Carpay can assist you with:

• Making a payment
• Viewing your payment history
• Resetting your password or accessing your account
• Any technical issues you encounter

These items are all handled through Carpay’s portal or mobile app.

What your dealership handles

Questions or requests related to your loan contract and status should be directed to your dealership or lender. This includes:

• Payoff amount or payoff quote
• Loan balance questions
• Interest, fees, or contract terms
• Title status or release
• Questions about delinquency reporting
• Requests to change loan terms
• Anything related to your contract paperwork

Carpay does not have access to, and does not manage, your loan contract details.

How to contact your dealership

To get help with loan-specific questions, contact your dealership’s finance or customer service department.

You can usually find contact information:

• On your loan contract paperwork
• On your dealership’s website
• By calling the main number for the dealer

If you’re not sure who to contact, start with the person who sold or financed your vehicle. Carpay Support can also provide you with their contact information.

Example questions for your dealership

You may wish to ask your dealership about:

• “What is my current payoff amount?”
• “Has my title been released?”
• “Why did my last payment not show in my loan balance?”
• “Can I change my due date or payment schedule?”

Your dealership is the party that issued your loan, so they can provide answers and documentation.