Frequently Asked Questions

If you have a question that isn't listed below in our Frequently Asked Questions section or if you would like to leave us feedback, please click here.

Question: How do I reset my password?
Answer: Click on the "Forgot Your Password?" link on the Customer Account Access screen and follow the instructions.
 
Question: I forgot my username, what can I do?
Answer: Click on the "Forgot Your Username?" link on the Customer Account Access screen and follow the instructions.
 
Question: I did not receive my activation code, how do I get a new one?
Answer: Please make sure to check the email address that you used to register. If you have changed your email address, please contact the Customer Care Department at 1-877-494-2289 or customercare@hycite.com (01-800-1111-116 or email servicioalcliente@royalprestige.com.mx in Mexico). If the email address is the same, please check your spam filters or junk mail for the email.
 
Question: I do not know my customer account number. How can I locate it?
Answer: Your customer account number is located on your statement. If you don't have a statement, please contact the Customer Care Department at 1-877-494-2289 or customercare@hycite.com. (01-800-1111-116 or email servicioalcliente@royalprestige.com.mx in Mexico)
 
Question: I don't have my last order number. How can I locate it?
Answer: Your order number is located on your packing slip. If you don't have your packing slip, please contact the Customer Care Department at 1-877-494-2289 or customercare@hycite.com. (01-800-1111-116 or email servicioalcliente@royalprestige.com.mx in Mexico)
 
Question: My activation code is not recognized. What do I do?
Answer: The activation codes are case sensitive. Please be sure to enter them EXACTLY as they were emailed to you.
 
Question: Can I make payments on my account via the Customer Website?
Answer: You may make payments online by going to the section titled “ Make a Payment” where the instructions on setting up automatic payments can be found.
 
Question: Can I change my address and phone number via the Customer Website?
Answer: Unfortunately this functionality is not currently available via the Customer Website. For this request, please contact the Credit Department at 1-800-280-9708 or customercare@hycite.com. (01-800-1111-112 or email servicioalcliente@royalprestige.com.mx in Mexico)
 
Question: How can I request a payment history?
Answer: This can be done by going to the "Payment History" section and printing the screen using your browser's print functionality.
 
Question: How can I change my closing date to a different date?
Answer: The closing date may only be changed by contacting the Credit Department at 1-800-280-9708 or customercare@hycite.com. (01-800-1111-112 or email servicioalcliente@royalprestige.com.mx in Mexico)
 
Question: How can I find more information on the care and use of my Royal Prestige products?
Answer: For detailed information on the care and use of your products, please click here.
 
Question: How do I change my email address?
Answer: This can be done by going to the “Change Email Address” section and following the onscreen instructions.
 
Question: How can I view my statement online?
Answer: This can be done by going to the “Statements” section and clicking the “View This Statement” link of the statement you’d like to view.
 
Question: How do I print one of my online statements?
Answer: This can be done by going to the “Statements” section and clicking the “View This Statement” link of the statement you’d like to view. Once the statement loads press the printer icon in the upper left-hand corner of the statement screen.
 
Question: How do I enroll in Paperless Statements?
Answer: This can be done by going to the “Account Preferences” section and selecting the checkbox corresponding to Paperless Statements.
 
Question: How do I change user preferences?
Answer: This can be done by going to the “Account Preferences” section and selecting or deselecting the checkbox corresponding to the preference you’d like to change.
 
Question: When will my Direct Debit transaction post to my account?
Answer: Payments made online using your bank information will be posted to your account within 24 hours, if the payment is made prior to 2 pm. Monday through Friday. If the payment is done after 2 pm it will be credited to your account within 48 hours. Any debit transaction made Friday after 2 pm until Monday at 2 pm will post on Tuesday, unless there is a Federal Holiday on Monday, then it will be credited on Wednesday.
 
Question: When will my credit or debit card transaction be credited to my account?
Answer: As long as the transaction is processed before 8 pm Monday through Friday, it will be credited the next day. Transactions that occur after 8 pm on Friday and over the weekend will be credited to your account on Monday.
 
Question: What if I cancel a debit card transaction?
Answer: Once a debit card transaction is approved on the Visa/Master Card network, the funds may be held by your bank for up to seven days. Please check with your bank if you have any further questions.
 
Question: What if I cancel a credit card transaction?
Answer: The credit will put a hold on the monies for that transaction once it is authorized and it will be held for 5 to 7 days to make sure it is not submitted for processing.
 
Question: What if my debit card declines and I know I have the funds in my account?
Answer: Most debit cards have a daily limit from $300 to $500. If you have made other purchases prior to processing a payment online, it could exceed your daily limit and cause the card to decline. You can contact your bank and make arrangements for an over the limit transaction and provide Hy Cite as the merchant that you will be paying and the dollar amount.