Frequently Asked Questions — Online Banking

General Online Banking
    • 1.
    • Which of my accounts can I access using Online Banking?
  • Online Banking supports the following Capital One accounts:
    • Checking accounts (personal and small business)
    • Savings accounts
    • Money market accounts
    • Certificates of deposit (CDs)
    • Installment loans and lines of credit
    • Investment and mortgage accounts
    • Auto loans
    • You may also link your Capital One® credit card to view basic information about your credit card account.
    • 2.
    • What if I have questions about my account?
  • Anytime you have a question about personal or account information, you can use our secure message center via the Messages and Alerts tab within Online Banking. Or, you can call us toll free at 1-800-655-BANK (2265).
    • 3.
    • What if I have questions about Online Banking?
  • If you have a question about Online Banking please call 1-877-442-3764, and an Online Specialist will assist you.
    • 4.
    • What self-service functions are available to me online?
  • Some of the things you can do yourself with Online Banking
    • View checking, savings and money market statements and sign up for paper suppression
    • Stop payment on a check
    • View and print check images
    • Order copies of paid checks or statements (should you need something more than a check image or online statement)
    • Reorder checks
    • Update e-mail address
    • 5.
    • Can I request a stop payment on a check online?
  • Yes, just log in to Online Banking and select the Self Service tab. Please keep in mind that a stop payment fee may apply depending on your account type. Requests made online after 9:00 p.m. ET will be processed the next business day.
    • 6.
    • I forgot my user ID and/or password, what should I do?
  • If you forget your User ID or password, click on the Forgot User ID or Forgot Password link. After successful validation, your user ID will be sent to the e-mail address we have on record. You can reset your password online by successfully answering your security questions.
    • 7.
    • Can I view my bank statement online?
  • Yes, you can view your Capital One Bank checking, savings and money market statements online. You may also view your Capital One money market and CD statements online. Online Banking starts archiving your statements from the first statement cycle after your Online Banking enrollment date and archives up to 18 months of online statements.
    • 8.
    • I don't want to receive my account statements in the mail. Can I choose paperless options through Online Banking?
  • Many deposit accounts are eligible to stop receiving paper statements in the mail. If you have an eligible account, a link to Set Statement Delivery Preferences will display on the Self Service tab. Click this link and then choose the “online only” delivery option for your eligible account statements. If you choose online statement delivery, we'll send you an e-mail alert each month to notify you that your online statement is available, so please be sure that your e-mail address is current.
    • 9.
    • I signed up for combined statements in the branch, so all of my paper account statements are delivered in one envelope. Can I still sign up for paperless statements?
  • Yes. When you signed up for combined statements in the branch, one of your accounts was designated as the parent account. In Online Banking, this is the account that you can view your combined statement on. To enroll in online statement delivery for your combined account statement, all you need to do is choose the online only option on the parent account.
    • 10.
    • If I sign up for online statement delivery, how will I access copies of my check images?
  • Your check images are available in Online Banking in your account transaction history. You may access up to 18 months of transaction history, including your check images. To view your check images, click on the check number link in your transaction history. To make it easier to look up multiple check images, you may sort your transaction history by clicking on the transaction “Description” column header.
    • 11.
    • I receive an error message while attempting to log in with Firefox.

  • If you receive the message “Your browser is not capable of viewing this site because it does not support JavaScript or JavaScript may be disabled. Please enable JavaScript”. You have installed the NoScript FireFox extension and may have inadvertently overridden your default browser security settings.

    To allow the Capital One site to be rendered correctly, click the NoScript icon in the system tray. This is the blue 'S' icon with a circle slash through it found on the bottom right hand corner of the screen. This will bring up the NoScript Plug in Menu, select "Allow https://servicing.capitalone.com/" or "Allow https://onlinebanking.capitalone.com/". Click OK or Apply, this will allow all JavaScript content from our site to be rendered correctly. Restart your browser and log in as usual.

Online Bill Payment Service
    • 12.
    • Is Online Bill Payment Service free?
  • Yes, our Online Payment Service is free. Pay as many bills as you'd like per month at no charge.
    • 13.
    • What type of account do I need for Online Bill Payment Service?
  • If you have a Capital One Bank checking account, then you can use our Online Bill Payment.
    • 14.
    • Whom can I pay with the Online Bill Payment Service?
  • 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.
    • 15.
    • When are funds actually taken out of my account?
  • 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 with due dates that fall on 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.
    • 16.
    • Is there a fee if I need to place a stop payment on a processed Online Bill Payment Transaction?
  • If you need to stop payment please call 1-877-442-3764 and select the bill pay option. An agent will advise if it's possible to stop your payment and if a fee applies for the stop payment request.
    • 17.
    • What happens if I do not have enough money in my account to cover an online bill payment I've made?
  • A non-sufficient funds (NSF) fee will be charged to your account. A second attempt will be made and if that is also unsuccessful due to insufficient funds, then the account will be charged another NSF fee.
    • 18.
    • Can I get a copy of a payment I made through Online Bill Pay?
  • Check images are available online or with your monthly statement. If you don't see the payment there please send us a secure message via Online Banking with your payment details or call 1-877-442-3764.
    • 19.
    • Is there an instruction guide on how to use Online Bill Pay?
  • Yes, a Quick Start Guide to Bill Pay and a more detailed Online Bill Pay Guide are available to read or download.
Alerts
    • 20.
    • Is there a fee for using alerts?
  • No, all account alerts are free.
    • 21.
    • Can alerts be sent to my phone?
  • Voice alerts can be sent to your phone, including your home, office or mobile phone numbers. Text alerts can be sent to your wireless device (including most mobile phones). Check with your service provider for details on specific fees and charges for mobile phone or text use.
    • 22.
    • How do I sign up for alerts?
  • It's easy:
    Log into Online Banking
    1. Click on the Messages & Alerts menu option
    2. Choose Set Alerts and the account you wish to establish alerts
    3. Choose how you'd like to be contacted (e-mail, cell phone, etc.) by clicking on Contact Points
    • 23.
    • What kind of alerts can I setup for my accounts?
  • The type of alerts you can receive depends on the types of accounts you hold. There are more than a dozen types of alerts available for different accounts (there are currently no alerts for loans or lines of credit).
    Account alerts
    • New statement available in Online Banking
    • Daily balance summary
    • Account balance is above an amount you previously specified
    • Account balance is below a threshold you previously specified
    • A credit above/below/equal to a certain amount has posted OR All credits regardless of amount
    • A debit above/below/equal to a certain amount has posted OR All debits regardless of amount
    • A direct deposit has posted
    • A check has has posted
    • Overdraft protection has been utilized (applies only to accounts with this option)
    • A non-sufficient funds (NSF) charge has posted
    • 24.
    • How do I edit my alert options, settings or contact points?
  • Log into Online Banking:
    1. Click on the Messages & Alerts menu option
    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.

Transfers
    • 25.
    • What accounts can I transfer funds to and from?
  • You can transfer funds between your checking, savings, money market, eligible loan and line of credit accounts, and eligible Capital One Direct Banking accounts. You can also transfer funds to other banks once you link your external bank account in Online Banking. Learn More.
    • 26.
    • Can I make advances from my line of credit through Online Banking?
  • Yes, you may advance funds from your eligible Capital One Bank line of credit account in the Transfers section of Online Banking. Simply 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.
    • 27.
    • When are internal transfers posted to my account?

  • Transfers set up between Capital One checking, savings and money market accounts before 10:00 p.m. CT are posted to your account immediately and reflected in your Account Balances. Transfers set up after 10:00 p.m. CT are posted on the next business day. Transfers between your DDA and loan or line of credit accounts follow the same posting schedule.

    • 28.
    • How do I set up an external bank account for transfers to and from non-Capital One bank accounts?
  • Linking your external bank account in Online Banking is easy:
    1. Log in to Online Banking and click on Transfers
    2. Click on "Link a non-Capital One bank account"
    3. Provide requested bank information
    4. Once we validate account ownership, your external account will be available for transfers.
    • 29.
    • For External Transfers, what's the difference between a pending transfer and an in-process transfer?
  • The Pending External Transfers page displays your scheduled transfers. You may cancel or modify your instructions at any time 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".
Quicken, QuickBooks, or Money Users
    • 30.
    • Can I download my account information into Quicken, QuickBooks or Money?
  • Yes, you can download your account information into Quicken, QuickBooks or Money. This service is free. To get started, select your Personal Financial Software type: Money, Quicken for Windows, Quicken for Mac or QuickBooks for Windows and Mac, if you have additional questions, just call us at 1-877-442-3764.
    • 31.
    • What versions of Quicken, QuickBooks, or Money software will you support?

  • Mac

    Windows

    • 32.
    • Is there a fee for downloading transactions into QuickBooks?
  • No. Downloading transactions into QuickBooks is completely free from Capital One Bank.
    • 33.
    • What is my Quicken user name and password?
  • When connecting to Capital One Bank through your Quicken, QuickBooks or Money software, your Customer ID and Password are the same as the User ID and Password you use to access Online Banking.
    • 34.
    • I am getting an OL Error in Quicken or QuickBooks. What should I do?
  • Just give us a call us at 1-877-442-3764 and we will assist you in resolving your error.
    • 35.
    • I'm having trouble setting up my Quicken, QuickBooks or Money software. Can you help?
  • To get started, select you’re your Personal Financial Software type: Money, Quicken for Mac, Quicken for Windows or QuickBooks for Windows and Mac, if you have additional questions, just call us at 1-877-442-3764.
    • 36.
    • I heard that Microsoft is not going to support Money after 1/31/2011. How do I convert my Microsoft Money data into Quicken?
  • You can move most of your Money data into Quicken by following these steps by Quicken. How to convert data from Money to Quicken.
    • 37.
    • Should I create a Year-end file within Quicken or QuickBooks?
  • Yes, there are many reasons to create a year-end file, but the most important is to protect your account(s) data files. You can create this Year-end file for Quicken for Mac, Quicken for Windows or for QuickBooks for Windows and Mac.
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