| Online Banking for credit cards |
| 1.
| Is my account eligible for Online Banking?
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Here is a list of the Capital One accounts that can be accessed via Online Banking:
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All Capital One credit cards
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Small Business lines of credit
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Small Business Administration lines of credit
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Small Business credit cards
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| 2.
| How do I enroll my credit card in Online Banking?
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| Enrolling your credit card in Online Banking is quick and simple. Just click the Enroll Now link from the Capital One home page and follow the instructions.
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| 3.
| Can I activate my credit card online?
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| Card activations must be done by phone. Please contact the number listed on the sticker attached to your card or on the back of your card and follow the prompts.
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| Online credit card payments |
| 4.
| How do I make an online payment to my credit card bill or Small Business line of credit?
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Enrolled users of Online Banking can log in and click the Pay Capital One page to get started with online bill payment.
If you are not yet enrolled in Online Banking, go to the enrollment screen now and follow the three-step process.
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| 5.
| How do I know if a payment has posted to my credit card account?
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| If you made your payment after your most recent online statement posted, please visit the Transactions & Details page. The Transactions & Details section contains all transactions that have posted to your account since the last online statement.
Visit the Statement page and check if the payment appears in the Payments, Credits & Adjustments section.
If you think the payment may have posted prior to your most recent statement, please view previous statements for the information.
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| 6.
| How long does it take for an online payment to post to my credit card account?
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The table below indicates posting timeframes.
| If you make your payment |
Your payment will post to your account on |
| before 3:00 p.m. ET, Monday–Saturday |
the same day |
| after 3:00 p.m. ET, Monday–Friday |
the next day |
| after 3:00 p.m. ET, Saturday |
the following Monday; funds may be available Tuesday |
| any time Sunday |
the following Monday; funds may be available Tuesday |
| Online payments are not processed Thanksgiving Day, Christmas Day, or New Year's Day. |
The availability of funds may be delayed at Capital One's sole discretion to ensure payment funds are available.
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| 7.
| Can I still mail my payment to Capital One even if I'm enrolled in Online Banking?
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| Yes, you can still mail your payment with the payment coupon and envelope that are enclosed in your printed statement. Remember to write your account number on the check or money order made payable to Capital One. Payments without a payment coupon may not be credited to your account the same day received.
You can also make a payment over the phone by calling 1-800-955-7070. However, there is a $10 fee for this service if you make the payment over our automated response system, or $14.95 if you need to have a representative help you.
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| 8.
| How often can I pay my bill using online bill payment?
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| You can make one online payment per day for each credit card account and you can have one online pending (not yet processed) payment per credit card at any given time.
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| 9.
| Can I add multiple payment accounts to pay my credit card bill?
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| Yes. Our system allows you to store information for multiple payment accounts.
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| 10.
| How do I remove a payment account?
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| Go to the Pay Capital One page and click on Manage Payment Accounts; then click the Delete link next to the account you wish to remove.
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| 11.
| Can I have my credit card payment automatically deducted from my checking account?
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| Although our online system does not currently offer a recurring payment function, some Capital One accounts are eligible to participate in a program called Capital One AutoPay. Please contact us at 1-800-955-7070 to find out if you are eligible for this service. Our Customer Relations representatives are available to assist you 24 hours every day.
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| 12.
| Can I schedule a payment to post to my account for a future date?
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| Yes, you can. Go the Pay Capital One page and click Schedule a Payment. On this screen, you can enter the date that you want to make your payment.
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| 13.
| Can I change or delete payment if I made a mistake?
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| If you scheduled your payment in advance of the due date, you have up to the day before the payment is going to be made to modify it.
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| Rewards |
| 14.
| Where can I find information about my rewards?
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| A summary of your rewards information is available on your online statement and by clicking the Rewards Summary page in Online Banking, located in the navigation bar at the top of your screen.
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| 15.
| How can I review and redeem my rewards or get help if I have questions?
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| If you are already a Capital One Rewards credit card customer, you can access your rewards information online anytime on the Capital One No Hassle RewardsSM Web site, or call our Rewards Center toll-free at 1-800-228-3001, Monday-Friday, from 8:00 a.m. to 12:00 a.m., and Saturday-Sunday, from 9:00 a.m. to 10:00 p.m., ET.
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| 16.
| What should I do if my rewards summary information appears to be incorrect?
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| To verify your rewards information call 1-800-228-3001.
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| 17.
| How can I get rewards on my credit card?
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| Although we can't add rewards to your existing card, you can apply for a Rewards card through our Web site.
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| Statements |
| 18.
| How do I see transactions that were made since my last statement?
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| The Transactions & Details page—located within the Accounts page—includes all activity that has posted to your account since your most recent online statement.
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| 19.
| How often is the Transactions & Details page updated?
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| The Transactions & Details page will show updated transactions as soon as they have posted to your account.
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| 20.
| Why is the Transactions & Details page blank?
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| If you have not made any transactions since your last statement, the Transactions & Details page will not have any entries. If you have made a transaction but it's not displayed, that transaction may have not posted to your account yet. The Transactions & Details page reflects all activity which has posted on your account since the last statement available online.
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| 21.
| How do I stop receiving paper statements?
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To stop receiving paper statements, go to the Customer Service page and click the Stop Paper Statements link.
When you sign up to stop receiving paper statements, you'll receive a monthly e-mail letting you know that your latest statement is available online. You can also use your online statement as your statement-of-record.
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| 22.
| How do I go back to receiving paper statements?
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| To start receiving paper statements again, you'll need to give us a call at 1-866-750-0873 and one of our representatives will be able to cancel you from this service. Make sure you have your account number handy.
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| 23.
| How soon after I enroll in Online Banking can I begin reviewing statements?
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| You will be able to see your last two statements within approximately 24 hours of enrolling in Online Banking.
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| 24.
| How many statements can I view?
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| After enrollment, you will be able to view your last two months statements immediately. We add a new statement each month from the date that you enroll.
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| 25.
| How do I view my current statement?
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| Just click Accounts in the top navigation, then click Statements. Select the account and the month you want to view, then click the Submit button.
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| 26.
| How do I view archived statements?
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| From the Statements page, select account and the desired statement date from the drop-down menus, then click Submit.
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| 27.
| Can I download all the statements that appear online?
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| Yes, you can download any of the statements that appear online to the following software applications: Quicken (QFX and QIF formats), Quickbooks (QBW format), Microsoft Money (QIF and OFX formats), and most spreadsheet programs.
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| 28.
| When will my statement be available online?
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Your statement will usually become available online within four days after your cycle date, except in these situations:
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You did not have any transactions on your account and so no statement was generated.
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Your only transaction was a payment and no interest charges were accrued.
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You recently registered your credit card account (it may take up to four business days for it to display).
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| 29.
| Will I still receive a printed statement after I enroll in Online Banking?
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| Yes, you will continue to receive your printed statement as usual as long as you haven't stopped your paper statements.
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| 30.
| What if I don't recognize a transaction on my statement?
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| Give us a call at 1-800-887-8643 so that we can help you identify unfamiliar transactions .You can also dispute a charge online. After you log in to Online Banking, click the Customer Service page, then click the Dispute a Charge link. If you are not enrolled go to the enrollment screen now and follow the three-step enrollment process.
Please note: In order to assist you with errors or problems relating to your statement, we must hear from you in writing no later than 60 days after we sent you the first bill on which the error or problem appeared.
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| 31.
| Why did you charge me an over limit or past due fee?
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| We charge an over limit fee when you exceed your credit limit. We charge a past due fee when we do not receive your minimum payment by the due date indicated on your statement or based on the terms of your account.
It's not our policy to waive fees, except in extenuating circumstances. One way to avoid fees is to use Online Banking to check balances, make payments, or review previous statements.
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| 32.
| Can I view my statement in a language other than English?
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| No. Currently, online statements are only available in English.
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| 33.
| If I start receiving my printed statements in a language other than English, will I be able to view them online in that language as well?
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| Currently, online statements are only displayed in English. If you elect to receive your printed statements in another language, the online version of your statement will continue to be in English.
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| My Profile |
| 34.
| How can I access all of my Capital One credit card accounts with the same user name and password?
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| As long as you are the primary user on the credit card, you can link all of your card accounts to one user name and password. "Linking" your accounts means that they are grouped together under one login. It doesn't consolidate them or change them in any way.
To link all your credit card accounts to one user name and password, click the Customer Service link in the navigation bar of Online Banking. Once there, click the Link Accounts link and follow the instructions on the page.
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| 35.
| How do I change my address online?
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| If you are enrolled in Online Banking, you can change all of you contact information online. Just log in and go to the Customer Service page. From there you can select the link for the contact information you want to update: e-mail address, phone number, or mailing address. All updates made online will update in our systems immediately.
If you have more than one account, you will be able to apply this change for any or all of your other accounts on the same page.
If you have not enrolled your credit cards in Online Banking yet, you can do so today by going to the enrollment screen and following the three-step registration process. You can also give us a call at 1-800-955-7070.
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| 36.
| How do I change my password?
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| Go to the Customer Service page in Online Banking and select the Change Password link.
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| 37.
| How do I change my user name?
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| At this time, there is no way to change your user name. However, you can re-enroll an existing online credit card account with a new user name. To re-enroll the account, go to the Online Banking enrollment screen and follow the instructions.
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| 38.
| Can I unlink my credit card accounts once they have been linked?
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| Yes, by re-enrolling the account in question and assigning a different user name and password. To re-enroll the account, go to the Online Banking enrollment screen and follow the instructions.
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| 39.
| How do I enroll my credit card account with a different user name and password?
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| Just go to the Online Banking enrollment screen and enter the requested information for the account you want to enroll.
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| 40.
| How do I cancel my registration from Online Banking?
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| Give us a call at 1-866-750-0873 and a Customer Service Representative will be able to help you with your request.
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| 41.
| How can I nickname my accounts so I can tell them apart more easily?
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| Once you are logged into Online Banking, go to the Customer Service page and click the Set Account Display Preferences link to assign a nickname to each account.
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| 42.
| If I don't see an account that I would like to link to my user name, how do I find it?
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| If one of your accounts isn't listed on the Link Your Accounts page, scroll to the bottom of the page and click the link to search for another account. This will take you to the Link an Account page where you'll be able to enter the specific account information for the credit card you want to add.
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| 43.
| What do I do if I don't recognize one of the accounts listed on the Link Accounts Screen?
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| If you have a question about any of the accounts displayed, please give us a call at 1-866-750-0873.
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| 44.
| How do I close my credit card account? |
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To close your account, please give us a call at
1-800-955-7070 to speak to a representative. Once you've requested that your account is closed, you should:
Stop using your card
Stop any monthly automatic payments or pre-authorized charges you may have set up on your account, such as Internet Service Provider charge or monthly health club billing
Pay the entire remaining account balance in full within 90 days after we receive your request to close your account |
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| 45.
| What should I do if my Capital One card is lost or stolen?
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| Call Customer Relations at 1-800-955-7070 immediately.
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| 46.
| How do I retrieve or get a new personal identification number (PIN)?
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| You will not be able to retrieve your old PIN, but if you call the automated response line at 1-800-955-7070 and follow the prompts, you will be able to create a new one right over the phone.
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| Contact Information |
| 47.
| How do I update my address?
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| Go to the Customer Service page and click the Update Contact Information link. Select the account where you want to make the change, and click Submit. Click the Edit button in the Mailing Address block, enter your new information, and click Submit.
If you have more than one account, you will be able to select the accounts to which you want to apply the address change.
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| 48.
| I'm a Small Business owner and my business location is moving. How do I notify CapitalOne?
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| If the physical location of your business has changed, please give us a call at 1-800-867-0904 to provide us with the new address.
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| 49.
| What is the difference between Card Mailing Address, Statement Mailing Address, and Correspondence Mailing Address?
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| The Card Mailing Address is the address you designate for us to mail your credit card, replacement cards, and PIN. The Statement Mailing Address is the address you designate for us to mail your monthly statement. The Correspondence Mailing Address is the address that you designate for the mailing of any important notices, letters, or disclosures related to your account.
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| 50.
| Why are there three mailing addresses included?
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| Some of our customers have expressed a desire to be able to receive the different types of information related to their account at different mailing addresses.
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| 51.
| How long after submitting an address change will my request take effect?
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| Once you submit your address change, your contact information is updated immediately.
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| 52.
| How do I change my address if I am moving to a foreign country?
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| To designate a foreign or temporary address on your credit card account, please call Customer Relations at 1-800-955-7070, 24 hours a day, 7 days a week.
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| 53.
| Can I change my name online?
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| No, you have to call Customer Relations at 1-800-955-7070. We're available 24 hours a day, 7 days a week.
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| 54.
| Why does my due date change when I update my statement address?
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| We mail our statements in bulk to various geographic locations throughout the month. If you changed your address because you moved, your due date may change based on the timeframe in which we mail statements to your new location.
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| 55.
| Can I send you an e-mail with a question about my account?
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| To protect your personal account information, we advise that you not send us an e-mail regarding your account. Instead, we encourage you to use our secure messaging feature, which you can access once you have logged in to Online Banking. Just click Messages in the top navigation, then click the Compose a Message button. We will respond to your message within three business days.
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| 56.
| When should I use the Secured Message function and why?
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| You can use the Secured Message function to communicate with us about your specific account information. It is a safe method of sending and receiving messages because you can only access it once you have logged in with your user name and password.
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| Statement Definitions |
| 57.
| What is "Minimum Amount Due"?
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| The minimum amount due is the minimum dollar amount you must pay per month on your credit card bill.
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| APR stands for Annual Percentage Rate. This is the annual rate with which we calculate your finance charges. You may have a separate APR for each credit type (purchases, cash, balance transfer, etc.). For additional information, view the account disclosures on your online statement.
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| 59.
| Where can I find my APR information?
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| All of the APR information appears in the Finance Charges section of the Statement page.
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| 60.
| What does "total current balance" mean?
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| Total current balance is the total unpaid amount of all purchases, cash advances, and special purchases or special transfers.
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| 61.
| What is "available credit"?
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| Available credit is the amount of open credit you have available. Outstanding authorizations that have not yet posted to your account reduce your available credit.
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| Security |
| 62.
| What is multi-factor authentication (MFA)?
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| Multifactor authentication is a secondary authentication used to verify a customer's identity and prevent unauthorized users from accessing financial information.
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| After logging into your online account, you will see a new screen. On this screen, you'll select and answer three security questions that are meaningful to you. You won't need to answer these questions every time you log in, but the questions will come up and require your specific answers if there is doubt that the person trying to access your account is you or as an added layer of protection before certain transactions.
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| 64.
| Will it take a lot of time to set up my questions and answers?
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| No. Setting up your questions and answers will take no more than a minute but will provide you with peace of mind that your online information is secure.
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| 65.
| Why this extra layer of security?
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| Besides being a really good way to eliminate unwanted intrusions into your account, we are following guidance provided to us by the federal government's banking regulators. These require that federally regulated financial institutions protect their customers by requiring secondary authentication (beyond user name and password) to verify their identity and prevent unauthorized users from accessing financial information. We've selected this method to comply with this guidance.
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| 66.
| What happens if I can't remember the answer to one of my security questions?
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| You will have multiple chances to answer the same security question correctly. After a certain number of incorrect answers, you will be locked out of accessing your account online and will need to contact Customer Service at 1-866-750-0873.
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| 67.
| What steps does Capital One take to ensure this service is secure?
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| We're committed to providing the most secure Internet service through the use of industry proven security controls including strong authentication controls and encryption technology. When you interact with Capital One on this secure site, all the information is encrypted or encoded.
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| 68.
| What is 128-bit encryption?
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| Encryption is a procedure for turning plain text or other information into an unrecognizable pattern of data. It's the strongest form of Web browser encryption and most browsers today support it. Because it provides a high level of security and privacy for our customers, we require that our customers use 128-bit encryption when visiting this site.
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| 69.
| How secure is encryption?
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| The security provided by encryption depends on the length of the encryption key. For example, 128 bit encryption provides security that is 3.09 x 1026 more powerful than 40 bit encryption.
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| 70.
| What is a secure page?
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| A secure page is any Web document sent from a server to a browser in an encrypted form that is intended to be unreadable by anything or person apart from the server and browser in question.
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| 71.
| Does my browser indicate whether or not a page is secure?
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| Yes. Find the padlock in the lower left- or right-hand corner of your screen. If the lock is closed, you are viewing a secure page. If the lock is open, the page is not secure.
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| 72.
| What should I do if my browser only loads part of a page?
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| Click the Reload from your browser's tool bar. If this does not help, our site may be experiencing high amounts of traffic and you may have to try later.
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| 73.
| Are there any times when this site is unavailable?
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Yes, there are times when this site may not be available periodically due to maintenance. We apologize for any inconvenience this may cause.
If you need to make an urgent payment during a time when the site is down and you can't wait until the site is available again, please call 1-800-844-1590 to make a payment over the phone. There is a $10 fee for this service if you make the payment over our automated response system, or $14.95 if you need to have a representative help you.
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We ask for your ZIP Code as product offerings and features may differ among geographic locations. You may change your ZIP Code at any time. Please note that whether the products you view (based on the zip code you enter) are available may depend on your state of residence or the branch which you visit.
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