Online Banking FAQ—Credit Card Accounts

Here is a list of the Capital One accounts that can be managed using Online Banking:

• All Capital One credit cards
• Small Business lines of credit
• Small Business Administration lines of credit
• Small Business credit cards
• Small Business corporate cards

Go to the enrollment page for Capital One’s Online Banking site and follow the instructions.

No. You will need to activate your credit card by phone. If you have a sticker on the front of your new credit card, call the number displayed on it. Otherwise, call the phone number on the back of your credit card.

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 page now.

If you’ve enrolled your account, you can check to see if a recent payment has posted by checking the Transactions & Details page. Or you can check the Statement page to see a payment that posted in the Payment, Credits & Adjustments section.

If you’re not yet enrolled to manage your account online, please go to the enrollment page for Capital One’s Online Banking site and follow the instructions.

The table below indicates posting timeframes for payments made online.

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 and make it 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 (Small Business Card customers call 1-800-867-0904).

You may have three pending (not yet processed) payments per credit card account at any given time. The payment date you select must be within 90 days of today's date.

Yes. Our system allows you to store information for multiple payment accounts.

Once you’re logged in, 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.

No. Unfortunately, our online system does not currently offer a recurring payment function, but 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 a day, 7 days a week.

Yes. Once you’re logged in, 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.

If you’re not yet enrolled to manage your account online, please go to the enrollment page for Capital One’s Online Banking site and follow the instructions.

If you scheduled your payment in advance of the due date, you have up to the day before the payment is made to modify it.

Yes. When you delete a payment account, we will also delete all pending payments scheduled using that account.

If you need to make a payment during a time when the Online Banking site is down, and you do not want to wait for the system to become available, please call 1-800-844-1590 to make a payment over the phone (Small Business Card customers call 1-800-867-0904).

If you’re enrolled to manage your account online, you will see a summary of your rewards information on your online statement as well as on the Rewards Summary located in the navigation bar at the top of your screen.

If you’re not yet enrolled to manage your account online, please go to the enrollment page for Capital One’s Online Banking site and follow the instructions.

You can make redemptions and find all of your reward information online at the Capital One No Hassle Rewards^SM Web site.

You can also 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.

Once you’re logged in, go to the Transactions & Details page located within the Accounts page. This displays all activity that has posted to your account since your most recent online statement.

If you’re not yet enrolled to manage your account online, please go to the enrollment page for Capital One’s Online Banking site and follow the instructions.

The Transactions & Details page will show transactions on your account as soon as we receive them from the merchant. Please keep in mind that when you use your credit card to make a purchase, it may take a few business days for the merchant charge to reach us.

If you’ve enrolled your account in Online Banking, log in to your account page and choose Set Statement Delivery Preferences from the Customer Service page.

If you’re not yet enrolled to manage your account online, enroll now at capitalone.com.

When you choose to stop receiving paper statements, you'll receive a monthly e-mail letting you know that your latest statement is available online.

If you've enrolled your account in Online Banking, log in to your account and choose Set Statement Delivery Preferences from the Customer Service page. Or you can send us a secure message by clicking on Messages and Alerts and choosing Compose a Message.

If you're not yet enrolled to manage your account online, enroll now at capitalone.com.

You may also call us at 1-866-750-0873 and one of our representatives will be able to assist you. If you call, make sure to have your account number ready.

You will be able to see your last two statements within approximately 24 hours of enrolling in Online Banking. We add a new statement each month from the date that you enroll.

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.

Your statement will usually become available online within four days after your cycle end date, except in these situations:
• You did not have any transactions on your account and so no statement was generated.
• Your only transaction was a payment and no interest charges were accrued.
• You recently registered your credit card account (it may take up to four business days for it to display).

Yes. You will continue to receive your printed statement upon enrolling in Online Banking. If you want to receive your statements online only and stop receiving them by U.S. mail, log in to your account and choose Set Statement Delivery Preferences from the Customer Service page.

When you choose to stop receiving paper statements, you'll receive a monthly e-mail letting you know that your latest statement is available online.

You can contact us to dispute a charge in any one of the following ways:
Log on to your online account, click "Customer Service," then "Dispute a charge," and complete and submit the form provided.
Write about your dispute to Capital One, PO Box 30279, Salt Lake City, UT
84130-0285.

Fax a description of your dispute to 1-888-435-4217

Call us anytime at 1-800-955-7070

Please see the back of your periodic statement for additional information.

Your credit limit is the dollar amount you are authorized to spend on your card. If you have agreed to the option which allows us to charge you an Over limit Fee when you exceed your credit limit, and if you exceed this limit, you will be charged an Over limit Fee. Customers with Small Business cards automatically have this option on their account. Please be aware of transactions that could cause you to exceed your credit limit, such as pre-authorized charges at hotels or for rental cars, gasoline charges made at the pump, or reoccurring transactions that are charged to your account each month.

When we do not receive your minimum payment (past due) by the due date indicated on your statement or based on the terms of your account, you will be charged a past due Fee.

No. Currently online statements are only available in English. Even if you currently receive printed statements in another language, the online statements will still be in English.

Once you have logged into Online Banking, you will find all of the APR information in the Interest Charge Calculation section of the Statement page.

Yes for qualified customers. It is an organized, itemized summary of all your transactions for last year, and it may help you significantly reduce the time you spend on tax preparation. It can also be a useful tool for managing your business finances or planning a budget.

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 their balances 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.

If you are enrolled in Online Banking, you can change all of your 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 card 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.

Once you are logged into Online Banking, go to the Customer Service page in Online Banking, select the Change Password link, and follow the instructions.

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.

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.

Give us a call at 1-866-750-0873 and a Customer Service Representative will be able to help you with your request.

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.

If you have a question about any of the accounts you see displayed, please give us a call at 1-866-750-0873.

To close your account, you must give us a call at 1-800-955-7070 and speak to a representative. Once you've requested that your account be closed, you should:
• Stop using your card.
• Stop any monthly automatic payments or pre-authorized charges you may have set up on your account.
• Pay the entire remaining account balance in full within 90 days after making your request to close your account.

Call Customer Relations at 1-800-955-7070 immediately.

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 over the phone.

Your contact information is updated immediately.

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.

No, you must call Customer Relations at 1-800-955-7070. We're available 24 hours a day, 7 days a week.

To protect your personal account information, we advise that you not send us an unsecure 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, and then click the Compose a Message button. We will respond to your message within three business days.

Use the Secure Message function when you have account-specific questions. 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. Then click Messages in the top navigation and click the Compose a Message button. You’ll get a response from us within one business day.

Multifactor authentication is an extra level of authentication for verifying a customer's identity and preventing unauthorized users from accessing financial information.

After logging into your account for the first time, you will be presented with a selection of questions and answers. You’ll be asked to choose three that are the most meaningful to you and to type in your answers.

You will only have to answer these questions if you try logging in with incorrect information. To ensure that it is you trying to log in, you will be presented with the questions. This is just an added layer of security to ensure that the right person is logging into your online account.

If you happen to forget the answer to any of the questions you selected, please call Customer Service at 1-866-750-0873. After several incorrect answers, you will be locked out of your account.

Please visit Security Works at Capital One for all the details. You will find a complete description of Capital One’s security commitment and systems.

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.

If you opted in to over limit coverage, you are able to make charges over your credit limit for a fee. If you haven't opted in, you may not be able to make charges over your credit limit.

There may be transactions that take you over your credit limit that are not approved. For example, we may decline a transaction if your account is delinquent, or if you are behind on your payments, or if the additional charge would take you significantly over your credit limit.

Any charge above your limit may be declined unless you choose to opt in to going over your limit.

There's a lot to consider before we can change someone's credit limit, so that isn't a decision that's made automatically when a customer exceeds his limit. We periodically review accounts for credit limit increases and will continue to do so.

We are currently working on ways to help alert individual customers to do just that.

Choosing to opt-in to the over-limit option applies only to the flexibility to charge over your credit limit for a fee.

No. Your APR will not go up as a result of your opting in or not.

Yes. We want to make sure you understand the legislation, and how the choice you make will impact the way your credit card works.

You may read the details about this new legislation in the Fact Sheet: Reforms to Protect American Credit Card Holders, released from the White House on May 22, 2009. You can find this online at: http://www.whitehouse.gov. You can also find details on these changes at the Federal Reserve’s website at: http://www.federalreserve.gov/creditcard.

At any point you may choose to remove this option from your account by calling the number on the back of your card or by logging into your account and click the "Set Over-Limit Preference" link in the Customer Service tab.

We are giving eligible customers the choice to opt in to the option of going over-limit for a fee.

Payment Protection gives you peace of mind because it makes your Capital One payments when you can’t. Payment Protection covers you if you lose your job or get injured and can’t work, and once a year if you can’t make your minimum monthly payment.  

You DON’T QUALIFY for this coverage if you:

• Are unemployed or disabled when you sign up for Payment Protection
• Take a voluntary, unpaid leave of absence from your job
• Are unemployed for less than 30 days

Once every calendar year, Payment Protection will pay your minimum monthly payment for you – no questions asked. Just call on or before the day your monthly payment is due.

Once you’ve been unemployed for more than 30 days, just give us a call at 1-888-527-6904. Payment Protection will cover your minimum monthly payments while you’re unemployed, for up to 12 months.

If you get injured and can’t work, give us a call at 1-888-527-6904 after you’ve been out of work for 30 days. If you’re temporarily injured, Payment Protection will cover your minimum monthly payments while you’re injured and can’t work, for up to 12 months. If you become permanently disabled, Payment Protection will pay your balance in full, up to $10,000.

You are considered temporarily disabled if you are unable to work because of injury or illness for more than 30 days. Permanent disability means your doctor can verify that you will never be able to work for income again.  

You can cancel anytime. Just give us a call at 1-888-527-6904. If you cancel within the first 30 days, all fees you pay will be returned to you.

This product gives you a great way to manage and help protect your valuable credit. It gives you access to an online credit analyzer, your credit report and score, and notifies you about changes to your credit report, so you’ll know if someone is accessing your credit or identity fraudulently. And if fraud does occur, you’ll have the support of our team of highly trained Fraud Specialists, as well as Identity Theft Insurance.

Fraud Specialists are trained to help you recover quickly if fraud occurs on your credit or with your identity. They can help you close fraudulent accounts, and quickly get you replacement account numbers and cards, so you aren’t left without access to your credit or your savings.

Recovering from identity theft can be costly in both time and money. Fraud Insurance covers out-of-pocket costs associated with restoring your identity and credit – like lost wages from time off work and lawyer’s fees. $0 Fraud Liability is protection from Capital One that reimburses you if your card is lost or stolen and used without your knowledge.

You can cancel anytime. Just give us a call at 1-866-226-3745. If you cancel within the first 30 days, all fees you pay will be returned to you.