Can’t afford your next credit card payment? Call before you miss it — and definitely before you’re 60 days late.
Many card issuers offer temporary hardship help: a lower APR, a smaller payment, waived fees, or a short pause. You have to ask. Timing matters. Under federal rules, when a hardship arrangement ends, your rate generally can’t go higher than what it was before the arrangement started — so getting help before a penalty APR kicks in protects your original rate. Get every term in writing, and ask how the account will be reported and whether your card will be frozen.
Know your 4 numbers before you call
What you owe today, from your statement or app.
The rate on your balance. Note whether a penalty APR appears.
The amount due and the due date.
After rent, food, utilities, and other must-pay bills.
The CFPB also suggests knowing why you can’t pay, when you expect to resume, and how long you think you need help.
→ Use the Hardship Request Planner.
And here is the timing detail almost no one explains: being 59 days late and 61 days late can change the rate you return to.
Hardship Request Planner and Savings Estimator
Answer a few questions to see which tier you are in, what to ask for, and a rough estimate of the interest a lower rate could save. Nothing you enter leaves this page.
Find Your Tier
Where you are in the timeline decides how much room you have, and the tier below tells you what to do first.
You are current. This is the strongest position: ask for help before a payment is at risk, while your original rate is the one in place.
You are 1–59 days late. Call now. Under federal rules, a penalty APR on your existing balance generally can’t start until you are more than 60 days late.
You are 60 or more days late or a penalty APR applies. You can still ask. Find out which rate your balance carries and ask about the six-payment rule.
You have several cards or no clear path to repay. A hardship program may be one piece. Compare it with a nonprofit debt management plan and other routes.
What Is a Credit Card Hardship Program?
A credit card hardship program is a temporary arrangement, offered at the issuer’s discretion, that changes the terms of your account — such as a lower APR, a lower payment, waived fees, or a short pause — while you recover from a financial setback.
No law requires an issuer to offer one, and the names vary: hardship plan, payment plan, forbearance, or workout. Experian notes that not every issuer offers a program and that issuers can decline a request. You still owe the balance, and the changes are meant to be temporary.
You are not alone in needing this. The New York Fed reported U.S. credit card balances of about $1.26 trillion in the second quarter of 2026, close to the record $1.28 trillion set at the end of 2025.
What You Can Actually Ask For
The most useful request is a specific one, because a representative can only offer what the issuer’s programs include.
| Request | What it changes | What to verify |
|---|---|---|
| Lower APR | Reduces the interest charged on your balance for a set period. | How long it lasts, whether it covers your existing balance, and what rate returns afterward. |
| Lower minimum payment | Reduces the amount due each month. | Whether interest keeps accruing and whether the account is reported as current. |
| Waived late or over-limit fees | Removes fees already charged or likely to apply. | Exactly which fees are covered, and that it is in writing. |
| Payment deferral or pause | Lets you skip payments for a short time. | Number of months, whether interest accrues, and the date payments resume. |
| Fixed repayment plan | Turns the balance into set payments over a set period. | The rate, whether the card is frozen, and what happens if you miss a payment. |
Why You Should Call Before Day 60
Calling before you are 60 days late matters because, under federal rules, the rate you return to after a hardship arrangement generally can’t be higher than the rate that applied to those balances before the arrangement began — and once you pass 60 days late, that rate may already be a penalty APR.
Penalty APR basics. On balances you already owe, an issuer generally may apply a penalty APR only when your minimum payment is more than 60 days late, and only after sending a written notice (12 CFR § 1026.55(b)(4) and § 1026.9(g), which calls for 45 days of advance notice). This article focuses on balances you already owe; other rules cover new purchases.
The ceiling rule. When a hardship arrangement ends, whether you complete it or fail it, the issuer can’t apply to your pre-arrangement balance a rate or fee higher than what applied to it before the arrangement began (12 CFR § 1026.55(b)(5)). The Official Interpretation of Regulation Z walks through examples of this. Here is the idea in plain English, using hypothetical numbers.
Your balance carries a 15% APR. You enter a 0% hardship arrangement before missing a payment. When it ends, the issuer generally can’t charge more than 15% on that balance.
Your balance carries 15%. You miss payments, pass 60 days late, and a 30% penalty APR is applied. You then enter a 0% arrangement. When it ends, the issuer may move the remaining balance back up to as high as 30%.
| When you enroll | Rate that becomes the ceiling |
|---|---|
| Current, or late but under 60 days, with no penalty APR applied | Your original APR |
| 60 or more days late with a penalty APR applied | The penalty APR |
| Servicemember using SCRA rate relief | Governed by its own rule (12 CFR § 1026.55(b)(6)); see the military section |
The six-payment rule. If a penalty APR has already been applied to your existing balance, there is a way back. After you make six consecutive on-time minimum payments, the issuer generally must lower the rate on those balances to the rate that applied before the penalty (12 CFR § 1026.55(b)(4)). Ask whether payments made under a hardship arrangement count toward the six.
What the rule does not do. It does not require an issuer to offer a program, and it does not guarantee a low rate. A hardship arrangement also can’t be used to raise rates or fees beyond what the regulation otherwise allows. Think of it as a ceiling, not a promise.
How to Ask: Step by Step
How to ask for a credit card hardship program comes down to a phone call with your four numbers and one specific request ready, followed by asking for the terms in writing.
- Write down your four numbers and the CFPB’s extra questions: why you can’t pay, when you expect to resume, and how long you need help.
- Decide your request. The planner above turns your situation into one specific sentence.
- Call the number on the back of your card. Ask for the hardship or financial assistance team. Call before the due date if you can.
- Use the script below. Stay calm and take notes: the representative’s name, the date, and a reference number.
- Ask for the terms in writing before you agree, or as soon as you do.
Documents. Some issuers ask about your income and expenses, and some ask for proof such as a layoff notice or medical bills. Others don’t. Have recent pay information and a short list of monthly bills nearby, and keep copies of anything you send.
A caution. The CFPB advises contacting your issuer first and being careful with settlement companies that tell you to stop paying your cards.
Phone script
Phone script (copy and fill in the brackets)
OPENING "Hello. I'm calling because I'm facing a temporary hardship and want to keep my account in good standing. Which hardship or payment-assistance programs are available on my account?" IF THEY ASK WHY "My situation is [job loss / reduced hours / medical bills / other], which started around [month]. I expect to be able to [resume regular payments in about X months / pay about $X per month]." THE SPECIFIC ASK "I'd like to ask for [a temporary lower APR / a lower monthly payment of about $X / waived late fees / a payment pause of X months] for [X] months." MY FOUR NUMBERS - Balance: $[balance] - APR: [APR]% - Minimum payment: $[minimum] - What I can realistically pay each month: $[amount] BEFORE I AGREE TO ANYTHING "Can you tell me the APR, the monthly payment, how long the program lasts, and what rate applies when it ends? Will the card be frozen or my limit reduced? How will you report the account? Can you send the terms to me in writing?" IF THEY SAY NO "Is there any other option, such as a fee waiver or a lower payment? May I speak with a supervisor? What would make me eligible later?" CLOSING "Thank you. May I have your name and a reference number? Let me repeat the terms back: [terms]. When will I receive them in writing, and when is my first payment due?"
Get the Terms in Writing
Federal rules generally require the issuer to disclose the terms of a hardship arrangement in writing before it starts, or, if you agree by phone, to follow up in writing as soon as reasonably practicable (12 CFR § 1026.9(c)(2)(v)(D)).
The disclosure generally includes the rate that applies during the arrangement and the rate that applies if you complete it or fail to comply. That second number is the one most people never ask about.
The ten questions below cover the rate, payment, length, interest, fees, card access, reporting, and what happens if things go wrong. If the written terms don’t match what you were told, use the letter in the second tab or panel.
10 questions to ask before you accept
1. What will my APR be during the program? 2. What will my monthly payment be? 3. How long will the program last? 4. Does interest keep accruing? 5. Which fees are waived? 6. Will the card be frozen? 7. Will my credit limit be reduced? 8. How will you report the account to the credit bureaus? 9. What happens if I miss a program payment? 10. What rate applies when the program ends?
Written-terms request letter
[Your full name] [Your address] [Your phone number] [Date] [Card issuer name] [Issuer address or secure message center] Re: Request for written terms of hardship arrangement, account ending in [last 4 digits] To whom it may concern: On [date], I spoke with [representative name and ID or reference number] about a temporary hardship arrangement on my account. The terms I understood were: [APR during the arrangement], [monthly payment], [length of the arrangement], [fees waived], and [any other terms]. Please send me the terms of this arrangement in writing, including: - the APR that applies during the arrangement; - the APR that will apply to my existing balance if I complete the arrangement or if I fail to comply with it; - the monthly payment amount and due dates; - the length of the arrangement; - whether the card will be frozen or my credit limit reduced; and - how the account will be reported to the credit bureaus. I understand that federal rules on card disclosures generally require terms like these to be given in writing, and that a written disclosure should follow as soon as reasonably practicable when terms are first given by phone. Please also confirm that the written terms match what I was told. Thank you, [Your name]
Does a Hardship Program Hurt Your Credit?
It depends on what happens after you ask, so there is no single answer — here are the four scenarios that matter.
Asking is not a missed payment. The request itself is not what moves your credit. What the issuer does next is.
Some issuers report the arrangement, and lenders who check your report can see it. Experian says that, if you follow the terms, the account generally stays in good standing. Interest that keeps accruing can raise your balance.
A lower limit with the same balance raises your utilization, which can lower your score. See the credit utilization ratio guide.
A freeze stops new purchases. A closure removes available credit and can affect your profile. See what to do if a card is closed without warning.
| Scenario | What can happen | What to do |
|---|---|---|
| Ask while current | No missed payment from the request itself. | Ask how the account will be reported before you agree. |
| Enrolled and current | The arrangement may be noted on your report; balance may grow if interest accrues. | Ask whether interest accrues. Check your free credit reports during the program. |
| Limit reduced | Utilization can rise, which may lower your score. | Ask before you accept. Ask when the limit can be restored. |
| Frozen or closed | Available credit can drop; a closed account can change your profile. | Ask which one it is, and whether the card can reopen afterward. |
What Happens When the Program Ends
When the program ends, the terms you were given in writing control what happens next, so the most useful thing you can do is know the end date and the end rate before you start.
- You completed it. The rate on your pre-arrangement balance generally can’t go higher than the rate that applied before the arrangement began. Confirm your post-program rate in writing and ask about restoring your limit.
- You missed a program payment. The program may end early, and the rate can return to the pre-arrangement rate, which might be a penalty rate. Call right away and ask whether the arrangement can be reinstated.
- You still can’t pay. Call before the end date and ask about an extension. It is not guaranteed. Also talk to a nonprofit credit counselor about other options.
- The card is still frozen. Ask in writing whether it will be unfrozen and when.
- A large balance is left. Compare payoff strategies in how to pay off credit card debt fast.
If the program fails and payments stop, here is the usual timeline of what happens if you don’t pay your credit card.
End-of-program follow-up letter
[Your full name] [Your address] [Date] [Card issuer name] [Issuer address or secure message center] Re: End of hardship arrangement, account ending in [last 4 digits] To whom it may concern: My hardship arrangement was scheduled to end on [date]. I completed it / I am writing before it ends. Please confirm in writing: - the APR that now applies to my balance; - whether my credit limit will be restored to [previous limit], and when; - whether my card will be unfrozen or reopened, and when; and - how the account is being reported to the credit bureaus. If any terms are changing, please tell me what they are and when they take effect. Thank you, [Your name]
Do You Need a Hardship Letter?
Often you don’t need one for a phone request, but a short letter can help when the issuer asks for documentation, when you want a written record, or when the phone route isn’t working.
Keep it brief and factual. State what happened, what you are asking for, your four numbers, and when you expect to recover. Attach copies, never originals, and keep a copy for yourself. You don’t need to share medical details beyond what is necessary.
Hardship letter: job loss
[Your full name] [Your address] [Your phone number and email] [Date] [Card issuer name] Attn: Hardship / Financial Assistance Department [Address or secure message center] Re: Request for hardship assistance, account ending in [last 4 digits] Dear [card issuer] team, On [date], I lost my job at [employer]. My income has dropped from about $[previous monthly income] to about $[current monthly income] per month, including [unemployment benefits or other income]. I am actively looking for work and expect to [resume regular payments by approximately month/year]. I want to keep this account in good standing. I am [current / X days past due]. I am asking for [specific request, such as a temporary lower APR or lower payment] for [X] months. My numbers: balance $[balance], APR [APR]%, minimum payment $[minimum], and the amount I can pay each month is $[amount]. I have enclosed [documents, such as a layoff notice or benefits statement]. Please send me the terms of any arrangement in writing before it begins, including the APR during the arrangement, the APR that applies afterward, and how the account will be reported. Thank you for your time, [Your name]
Hardship letter: medical
[Your full name] [Your address] [Your phone number and email] [Date] [Card issuer name] Attn: Hardship / Financial Assistance Department [Address or secure message center] Re: Request for hardship assistance, account ending in [last 4 digits] Dear [card issuer] team, Since [date], I have been dealing with a medical situation that has led to about $[amount] in medical expenses and [reduced work hours / time away from work]. My monthly income is now about $[current monthly income]. I want to keep this account in good standing. I am [current / X days past due]. I am asking for [specific request, such as a temporary lower APR or lower payment] for [X] months. My numbers: balance $[balance], APR [APR]%, minimum payment $[minimum], and the amount I can pay each month is $[amount]. I expect my situation to improve by [month/year]. I have enclosed [documents, such as a bill or a note from my provider]. Please send me the terms of any arrangement in writing before it begins, including the APR during the arrangement, the APR that applies afterward, and how the account will be reported. Thank you for your time, [Your name]
Hardship letter: reduced income
[Your full name] [Your address] [Your phone number and email] [Date] [Card issuer name] Attn: Hardship / Financial Assistance Department [Address or secure message center] Re: Request for hardship assistance, account ending in [last 4 digits] Dear [card issuer] team, Since [date], my income has dropped because [my hours were reduced / my business income declined / other reason]. My monthly income has gone from about $[previous] to about $[current], while my essential expenses are about $[expenses]. I want to keep this account in good standing. I am [current / X days past due]. I am asking for [specific request, such as a temporary lower APR or lower payment] for [X] months. My numbers: balance $[balance], APR [APR]%, minimum payment $[minimum], and the amount I can pay each month is $[amount]. I expect to be back to my usual income by [month/year]. I have enclosed [documents, such as recent pay stubs]. Please send me the terms of any arrangement in writing before it begins, including the APR during the arrangement, the APR that applies afterward, and how the account will be reported. Thank you for your time, [Your name]
Hardship letter: divorce or family emergency
[Your full name] [Your address] [Your phone number and email] [Date] [Card issuer name] Attn: Hardship / Financial Assistance Department [Address or secure message center] Re: Request for hardship assistance, account ending in [last 4 digits] Dear [card issuer] team, Because of [a divorce or separation / a death in the family / caring for a family member], my household income has dropped and my expenses have changed. My monthly income is now about $[current], and my essential expenses are about $[expenses]. I want to keep this account in good standing. I am [current / X days past due]. I am asking for [specific request, such as a temporary lower APR or lower payment] for [X] months. My numbers: balance $[balance], APR [APR]%, minimum payment $[minimum], and the amount I can pay each month is $[amount]. I expect my finances to stabilize by [month/year]. I have enclosed [documents, if any]. Please send me the terms of any arrangement in writing before it begins, including the APR during the arrangement, the APR that applies afterward, and how the account will be reported. Thank you for your time, [Your name]
Hardship Program vs. DMP vs. Other Options
An issuer hardship program is usually a short-term fix for one card, while a nonprofit debt management plan is a multi-year plan for several, and the right choice depends on how much you owe and how long you need.
| Situation | First option to explore | Watch out for |
|---|---|---|
| One card; I can pay the minimum but need a lower rate | Issuer hardship program (temporary APR reduction) | The rate is temporary. Know the end rate. |
| I can’t pay for a few months and expect to recover | Hardship payment reduction or short deferral | Whether interest accrues and the card is frozen. |
| Several cards; I can repay in full over a few years | Nonprofit credit counseling and a debt management plan | Fees, closed or frozen cards, and a long commitment. |
| Good credit; most of the cost is interest | Balance transfer or consolidation loan | Transfer fees, the rate after any promo period, and new debt. |
| Debt far beyond what I can repay | Nonprofit counselor, then a bankruptcy attorney consult | Settlement can damage credit and create taxable income. |
| Point | Issuer hardship | Nonprofit DMP |
|---|---|---|
| Who sets it up | Your card issuer, one account at a time | A nonprofit credit counseling agency, covering your enrolled cards |
| How you pay | Usually to the issuer under the arrangement | One monthly payment to the agency, which pays your creditors |
| Length | Set by the issuer; often shorter | The FTC says plans can take 48 months or more |
| Interest and fees | May be reduced or waived, for a time | Sometimes lower interest or fees |
| Card access | May be frozen or limited | You may have to agree not to use or apply for more credit |
| Costs to you | Ask the issuer | Agencies can charge fees; the FTC warns some are high or hidden |
| Credit reporting | May be noted on your report | Creditors may add a notation |
For a closer comparison of the other routes, see debt relief vs. debt consolidation and balance transfer vs. debt consolidation. For payoff strategies, see how to pay off credit card debt fast.
Vetting a nonprofit counselor. Membership in a group such as the NFCC or FCAA is one vetting step, not a guarantee. Ask about fees up front and don’t agree to a plan before a counselor has reviewed your whole situation.
If your debts are beyond what you can repay in any plan, talking with a bankruptcy lawyer can clarify your options.
Already Behind? What to Do Now
If you are already late, call as soon as you can, because each day matters most before day 60.
- Find your day count. Check how many days late you are and whether you received a notice about a penalty APR.
- Call and use the script. Ask what it would take to bring the account current.
- Ask about late fees. See missed your due date? late fees explained for how to ask for a waiver.
- If an account reaches collections, know your rights in debt collector rights.
- If you are sued, don’t ignore the papers. See broke and sued for debt?
Military Members: Extra Protection
The Servicemembers Civil Relief Act (SCRA) lets eligible servicemembers ask lenders to reduce the interest rate on debts taken on before active duty to a maximum of 6% per year.
The CFPB explains that you must notify the lender in writing and include a copy of your orders or a letter from your commanding officer showing your start date. It covers credit cards incurred before service, including joint debts with a spouse, and you can ask while on active duty and up to 180 days after release. Debts taken on after service began are generally not covered.
Federal credit card rules treat SCRA relief separately from hardship arrangements (12 CFR § 1026.55(b)(6)). You can ask for both. A military legal assistance office or Military OneSource can help you prepare the request.
Frequently Asked Questions
Can I ask for a hardship program before missing a payment?
Yes, and it is often the best time to ask. No law requires an issuer to offer one, so ask which programs are available on your account.
What should I say when I call?
Say you are facing a temporary hardship and want to keep the account in good standing. Then make one specific request and share your four numbers. The phone script above has the wording.
What can a hardship program offer?
Options can include a lower APR, a lower payment, waived fees, a short pause, or a fixed repayment plan. Offers vary by issuer and none are guaranteed.
Do I need to prove my hardship?
Some issuers ask about your income and expenses, and some ask for documents such as a layoff notice or medical bills. Keep copies of anything you send.
Does a hardship program hurt my credit score?
Asking is not a missed payment. What can affect your score is what follows: how the account is reported, a reduced limit, a closed account, or a growing balance. See the four scenarios above.
Will it show on my credit report?
Some issuers report the arrangement, and lenders who check your report can see it. Ask how the account will be reported and check your free credit reports at AnnualCreditReport.com.
Can my credit limit be reduced?
It can be. A lower limit raises your utilization, so ask before you agree and ask when it can be restored.
Will my card be frozen or closed?
Some issuers freeze or close the card during a program. Ask which applies, and whether it can reopen when the program ends.
Does interest keep accruing?
It can. A lower payment or pause doesn’t always stop interest, so ask directly.
Can I still use my card?
Often not. Many programs limit or stop new purchases, so plan as if you won’t be able to use it and ask to be sure.
What if I miss a payment during the program?
The arrangement may end, and the rate can return to what it was before the program, which may be a penalty rate. Call right away, ask whether you can be reinstated, and ask what happens in writing before you enroll.
What rate applies when it ends?
It should be in your written terms. Under 12 CFR § 1026.55(b)(5), the rate on your pre-arrangement balance generally can’t exceed the rate that applied before the arrangement began.
Can a hardship program lower a penalty APR?
An issuer can agree to a lower rate during a program, but when it ends, the issuer may return the remaining balance to the penalty rate. Separately, six consecutive on-time minimum payments can require the issuer to restore the pre-penalty rate. Ask how your payments will be counted.
Why does calling before 60 days late matter?
A penalty APR on your existing balance generally can’t start until you are more than 60 days late. Because that rate can become your ceiling after a program, calling earlier protects your original rate.
Can I extend the program?
Sometimes. Ask before the end date, since an extension is not guaranteed. Consider talking to a nonprofit credit counselor as well.
Hardship program or debt management plan?
A hardship program is set up by your issuer for one card, usually short term. A debt management plan comes from a nonprofit agency, covers several cards, and often runs for years. See the comparison tables above.
Should I try hardship before debt settlement?
Many people start by contacting their issuer and a nonprofit counselor. Settlement can damage credit, may create taxable income, and the CFPB advises caution with companies that tell you to stop paying.
Do I need a hardship letter?
Often not for a phone request. A letter helps when the issuer asks for documentation or when you want a written record.
What if my issuer says no?
Ask whether there is another option, such as a fee waiver or a lower payment, and ask to speak with a supervisor. You can try again later, talk to a nonprofit credit counselor, and compare other options.
Are there special rules for military members?
Yes. The SCRA lets eligible servicemembers ask to reduce the rate on pre-service debts to 6%. See the military section above.
Sources
- 12 CFR § 1026.55 and Official Interpretation (CFPB)
- 12 CFR § 1026.9(c)(2)(v)(D) and (g) (CFPB)
- CFPB: “What should I do if I can’t pay my credit card bills?” and “What is credit counseling?”
- FTC: How To Get Out of Debt
- Experian: What Is a Credit Card Hardship Program?
- New York Fed: Household Debt and Credit Report, Q2 2026
- IRS Publication 4681
- U.S. Department of Justice: Servicemembers Civil Relief Act
Last updated:
This article is for educational purposes only and is not financial or legal advice. Hardship programs vary by issuer and aren’t guaranteed.
Daniel Hayes is the founder and sole researcher at AdvoraHQ. He covers U.S. personal finance, insurance, and consumer law — working directly from IRS publications, federal and state statutes, court opinions, and SEC filings rather than secondary summaries. His focus is the gap between what readers think they know and what the source documents actually say. Daniel is not a licensed attorney, CPA, or financial advisor; his articles are educational and not personalized advice. Reach him at Daniel.Hayes@advorahq.com.
