| General Questions |
| 1.
| Which types of accounts can I access using Online Banking?
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| Online Banking supports consumer and small business checking, savings, money market, certificates of deposit, installment loans and lines of credit; investment and mortgage accounts; auto loans; online savings, money market and CD accounts; and U.S. installment loans. You may also link your Capital One credit card to view basic information about your credit card account.
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| 2.
| What do I do if I have questions about my account or my ability to access my information?
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| You can access our secure message center under the Messages and Alerts tab within Online Banking. Unlike an e-mail, this information is not sent over the public Internet and is secure. Our team of Online Banking specialists will review your request or issue and respond back to your Online Banking mailbox.
You can also access our Online Banking associates by calling 1-877-442-3764. They can assist with any account needs and also, where necessary, emulate your Online Banking session to help resolve issues by seeing what you see.
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| 3.
| What is a Transaction History?
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| A Transaction History allows you to review transactions posted to your personal checking, savings or money market accounts. You can review all transactions posted to your account since your last statement or up to two months prior to your last statement. A Transaction History includes transactions performed since the end of Capital One's last business day. Simply select the time period to review transactions on the Transaction History selection page.
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| 4.
| What self-service functions are available to me online?
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There are many self-service functions available in Online Banking, including:
- Ability to view your checking, savings and money market statements online
- Ability to stop payment on a check
- Ability to order copies of paid checks or statements (should you need something more than a check image or online statement)
- Ability to personalize your online information (determine nicknames, mask accounts, define which accounts display online, etc.)
- Ability to link various Capital One accounts (depending on the type of account that you enrolled with, you may link your auto loan, investment, DDA, CD, consumer and small business loan or U.S. installment loan accounts. You may also link your Capital One credit card account.)
- Ability to reorder checks online
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| 5.
| Can I stop payment of a check online?
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| From the Self Service tab within Online Banking, you can place a stop payment on a check written from your Capital One® account in a matter of minutes. Be sure to check your account history to determine if your check has cleared or been presented for payment before submitting your request.
Stop payment requests made after 9:00 p.m ET will be processed the next business day. A stop payment order expires and becomes null and void at the end of six months unless it is renewed and the applicable renewal fee is paid.
If you're not currently an Online Banking customer, enroll now, or you can place a stop payment by calling 1-800-262-5689.
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| 6.
| How can I get a copy of a cancelled check or a statement online?
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Log in to Online Banking and select one of the following options:
- For a copy of a cancelled check, go to Self Service and select Order Check Copy.
- For a copy of a statement, go to Self Service and select Order Statement Copy.
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| 7.
| Can I download my account information into QuickBooks?
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| Yes, you can download your account information into QuickBooks. To get started, download our Getting Started with QuickBooks guide. Or, if you have additional questions, see our frequently asked QuickBooks questions.
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| 8.
| I forgot my user ID, how do I get it?
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| If you have forgotten you user ID, please click on the "Forgot User ID" link found on the left of the www.capitalonebank.com home page within the Secure Online Banking log in area. Your user ID will be sent to your e-mail address on record with Online Banking.
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| 9.
| How do I change my contact information used for Online Banking?
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| From the Self Service tab within Online Banking, select either the Update E-mail Address option or the Update Address & Phone Number option.
To add additional contact points, such as, e-mail addresses or phone numbers for receiving Alerts, use the Contact Points link under the Messages & Alerts tab.
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| Online Bill Payment Service |
| 10.
| What's the fee for the Online Bill Payment Service?
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| It's free. Pay as many bills as you'd like per month at no charge.
Free Online Bill Payment Service is not intended for use by commercial and institutional clients with annual sales exceeding $10 million.
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| 11.
| Can I get help using the Online Bill Payment Service?
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| Please call Online Banking Customer Service at 1-877-442-3764.
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| 12.
| What type of account do I need for Online Bill Payment Service?
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| The Online Bill Payment Service is available for Capital One checking accounts. It cannot be used with any other account types.
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| 13.
| Whom can I pay with the Online Bill Payment Service?
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| You can pay just about any individual or business located within the United States. There are some exceptions to this, so please see the "Prohibited Payments" or "Exception Payments" sections of the Online Bill Payment Service Authorization for full information before using the service.
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| 14.
| What payee address do I use to send my payment?
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| The address that appears on your invoice, pay stub, or coupon book may not be the appropriate address to input for the payee. You may want to contact your payee to determine where to send payments without the pay stub or payment coupon.
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| 15.
| What's the cutoff time for entering payments?
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| The cutoff time is 5:30 a.m. CST Monday through Friday. Payments setup after 5:30 a.m. CST will be processed on the following business day.
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| 16.
| How soon are funds actually taken out of my account?
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| In most cases, the payment amount will be debited from your checking account on the scheduled due date of your payment. Exceptions include payments sent by paper check and payments scheduled with a due date of a weekend or bank holiday. These payments may be paid to your merchant (and debited from your account) the business day prior to the scheduled due date.
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| 17.
| Is there a fee if I need to place a stop payment on a processed Online Bill Payment Service?
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| Yes, refer to your Capital One National Bank Fee Schedule (Schedule of Service Charges) available at any Capital One banking branch, via an e-mail request, or by calling Customer Service at 1-877-442-3764.
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| 18.
| What happens if I do not have enough money in my account to cover the Online Bill Payment Service?
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| Because we have paid the merchant before we attempt to debit your account, an NSF fee will be charged to your account. A second attempt will be made the following business day. If the second attempt is also unsuccessful due to insufficient funds, the account will be charged an additional NSF fee. No more attempts will be made and the payment will be sent to collections.
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| 19.
| How do I know if a payment was received?
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| The debit to your account will be displayed in your transaction history no matter what the method of payment was. Since your account is not debited until your payment has been made, you can be confident that your payment has been sent when you see the debit to your account. If a payment was sent by draft then the check itself will show up in your transaction history once it has cleared. If the payment was sent via electronic payment or corporate check you are given a reference number to show that the payment was sent.
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| 20.
| What is the difference between an electronic payment, a corporate check, and a laser draft?
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| An electronic payment is a paperless transfer of funds from your account to your payee's account. A corporate check payment is a paper check sent via the U.S. Mail, drawn on our Online Bill Payment Service provider's account (your account will be debited for the amount on the bill due date). A laser draft is also a paper check sent via U.S. Mail, but is drawn directly from your account.
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| 21.
| What should I do if a payee has not posted my payment?
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| Log into Online Banking and use the Compose Secure Message link found under the Messages & Alerts tab to send a secure message with your payment details so we can determine what the issue is and how to resolve it.
Never provide your sensitive account or personal information via e-mail.
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| 22.
| Can I obtain the canceled checks or proof of payment?
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| Yes, to obtain check copies or proof of electronic payment; please log into Online Banking and use the Compose Secure Message link found under the Messages & Alerts tab to send a secure message with your payment details. Copies of laser drafts drawn on your account will be available online or with your monthly statement.
Never provide your sensitive account or personal information via e-mail.
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| Alerts |
| 23.
| Is there a fee for using alerts?
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| No.
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| 24.
| What are the different ways I can receive alerts?
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Capital One free alerts can be received by three different types of contact points:
- e-mail
- wireless text message
- automated voice calls to your phone
Use the Contact Point link under the Messages & Alerts tab in Online Banking to enter the e-mail address, wireless device address or phone number you want to use to receive Alerts. (We do not offer fax alerts at this time)
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| 25.
| How do I sign up for alerts?
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To receive alerts or re-establish alerts settings complete these simple steps:
1. Log in (or enroll) to Online Banking
2. Click on the Messages & Alerts tab
3. Choose Set Alerts and the account you wish to establish alerts
4. Update your alert preferences and click Update Alerts
5. Add your desired contact points (e-mail, wireless device, or phone number) by clicking on Contact Points.
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| 26.
| What kind of alerts can I setup for my accounts?
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In addition to automatic security alerts that help protect your account information, you can choose from optional free alerts that keep you informed by e-mail, text message or phone about account activity you have selected.
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| 27.
| How do I edit my alert options, settings or contact points?
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Log in to Online Banking:
1. Click on the Messages & Alerts tab
2. Choose Set Alerts and select the account for which you wish to change your
alert settings. Each alert that is applicable to that type of account will appear.
3. Click the checkbox next to the alerts you wish to set-up or edit, make your changes
then click Update Alerts.
Your alerts can be temporarily suspended by clicking the Suspend Alerts button.
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| Transfers |
| 28.
| What accounts can I transfer funds to and from?
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You can transfer funds between your checking, savings, money market, eligible loan and line of credit accounts, and eligible Capital One Direct Banking accounts. To transfer funds between your accounts:
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Click on the Transfers tab; you may set up a one-time or recurring transfer from the "Schedule Transfers" page
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Select accounts to "Transfer From" and "Transfer To" with the drop down text boxes
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Enter amount of transfer
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For recurring transfers, enter your transfer details
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Verify and schedule the transfer
You can also transfer funds to and from non-Capital One accounts with Bank-to-Bank Money Movement (for consumer accounts only). You'll first need to accept the External Funds Transfer Authorization and Agreement and link your non-Capital One accounts to Online Banking. Once your non-Capital One accounts are verified, you've be able to create one-time or recurring transfers any time you want.
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| 29.
| Can I stop or modify my request to transfer funds?
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| At any time before you reach the Transfer Request Received screen you can modify or cancel your funds transfer request. After you complete a same day funds transfer transaction and receive a reference number, you cannot stop the transfer from occurring. At that point, if you change your mind about the transfer, simply make a new transfer to move the funds between the appropriate accounts. To modify future or recurring transfers, go to the Pending Transfers page and click on the edit or void link next to the transfer that you want to modify.
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| 30.
| Can I make advances from my line of credit through Online Banking?
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| Yes, you may advance funds from your eligible Capital One line of credit account in the Transfers section of Online Banking. To make an advance, choose your line of credit as the "Transfer From" account on the Schedule Transfers page. You may advance funds up to the available balance on your line of credit.
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| 31.
| When are transfers posted to my account?
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| Transfers set up before 10:00 p.m. CST are posted to your account immediately and reflected in your Account Balances. Transfers set up after 10:00 p.m. CST are posted on the next business day.
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| 32.
| How will my loan payment transfers be credited to my loan accounts?
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| Funds transferred to your loan and line of credit accounts will be applied as a regular payment.
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| 33.
| What's the difference between an internal and external transfer?
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| An internal transfer is the movement of funds between your Capital One accounts.
An external transfer is the movement of funds between your Capital One account(s) and your linked personal deposit or investment account(s) at other financial institutions.
An inbound external transfer moves funds into your Capital One account from a non-Capital One account.
An outbound external transfer moves funds from your Capital One account to a non-Capital One account.
You must link your non-Capital One account(s) to your Online Banking profile to use them for external transfers.
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| 34.
| What's the difference between a Capital One and non-Capital One account?
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| Your Capital One accounts are those accounts provided by Capital One Financial Corporation, its subsidiaries and affiliates (including, without limitation, Capital One, N.A., Capital One Bank (USA), N.A., and Capital One Auto Finance).
Non-Capital One accounts (or external accounts) are bank or brokerage accounts provided by a financial institution other than Capital One Financial Corporation, its subsidiaries and affiliates.
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| 35.
| What's the process for creating a transer to or from an account I own at another bank?
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| First you'll need to link your external bank account in Online Banking. Then we'll need to validate that the account information is correct and initiate account ownership verification (real-time online or through small dollar amount trial deposits). Once we can validate account ownership, your external account will be available for transfers.
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| 36.
| What's the difference between a pending transfer and an in-process transfer?
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| The Pending External Transfers page displays your scheduled transfer instructions until the process of moving funds begins. You may cancel or modify your instructions at anytime when still in the pending state.
Once the transfer process has started, these transfers move to the External Transfer History page and into the "In-Process" state. Transfer instructions can no longer be canceled or modified once the status changes to "In-Process".
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| 37.
| Where are my pending external transfers?
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To find your Pending External Transfers, just follow these three steps once logged into Online Banking:
1. Click Transfers
2. Click Pending Transfers
3. Click the View Pending External Transfers button
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| 38.
| Where are my transactions in progress?
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To find your in progress transactions just follow these three steps:
1. Click Transfers
2. Click Transfer History
3. Click the View External Transfer History button
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| 39.
| Where are my recurring external transfer plans?
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To find your Recurring External Transfer Plans, just follow these three steps:
1. Click Transfers
2. Click Pending Transfers
3. Click the View Pending External Transfer button
4. Click the "Do you want to view or edit your recurring transfer instructions for external accounts?" link
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| 40.
| Where is the external account I used for funding my new account?
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| The external account you used to fund your new account must be linked separately for Online Banking. If you have not already done so, you must enroll for the external funds transfer service and link the account.
Follow these steps to get started:
1. From the Schedule Transfer page, click Link a Non-Capital One Account
2. Accept the Terms and Conditions for External Funds Transfer
3. Verify your contact information
4. Enter the financial institution's name or routing number to start your search
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| 41.
| Why isn't my newly linked account available for transfers?
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| You can schedule transfers to and from your linked external account immediately after successful account ownership verification.
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| Quicken, Money, or QuickBooks Users |
| 42.
| What is my Quicken user name and PIN?
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| When connecting to Capital One through your Quicken software, your customer ID and PIN is the same as the user name and password you use to access Online Banking.
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| 43.
| Is there a fee for downloading transactions into QuickBooks?
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| No.
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| 44.
| What versions of Quicken, QuickBooks or Money software will you support?
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| We always support the current version, plus the two prior versions, of Quicken for Windows and MAC, QuickBooks for Windows and MAC, as well as Windows Microsoft Money.
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| 45.
| I'm getting an OL-393 error in Quicken. What should I do?
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An OL-393 error generally indicates that there is some discrepancy between the information that Quicken is sending and the information that Capital One has. To be sure that you are sending the correct information to Capital One, you should check to make sure that your bank account information is set up correctly in Quicken. View more detailed instructions for correcting OL-393 error.
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| 46.
| I'm getting an OL-222 or OL-226 in Quicken. What should I do?
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| An OL-222 or OL-226 is a connection error and was likely caused by a temporary issue. In the online center, click Update/Send. When the message appears, “Your last online connection was not completed. Quicken will now try to complete the previous connection. After…” Hold down the Ctrl and shift key and click yes. A dialog will appear “Would you like to skip the re-sending of the old request? This should only be done on the advice of Technical support for online banking.” Select Yes and Quicken will send a new request. .
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| 47.
| I'm getting an OL-301 in Quicken. What should I do?
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| Quicken error OL-301 usually indicates that you may be using the wrong PIN. Be sure that when you attempt to connect through Quicken you use your Online Banking transaction password and not your Online Banking sign on PIN.
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| 48.
| I'm getting an error OL-297A in Quicken. What should I do?
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| This error will occur if the connection to the Internet was not successful or was interrupted. Some likely causes of this are temporary server outages, or connectivity problems with your Internet Service Provider (ISP) or network. Also, personal firewall software can also cause this error. Remember that Capital One and Intuit value your privacy and security. Therefore, online sessions will not be permitted when there are problems making or maintaining secure connections. There are a few things you can do to troubleshoot your connection issues.
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| 49.
| I'm having trouble setting up my Quicken software. Can you help?
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View instructions on how to set up your Quicken software.
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