Get the answers to our customers most common queries.
If your question isn't covered by these FAQs, then please contact us
Capital One's online account management service means that you can access and service your account from any secure computer 24 hours a day, 7 days a week. Just register and sign in and you'll be able to:
Capital One's online account service gives you even more control over your account, without the hassle.
Before you create your Capital One online account you'll need to have a Capital One account set up first. Click here to choose and apply for your Capital One card.
If you lose your card, or if it is stolen, you should call us immediately on 0800 952 8267 from the UK
or +44 115 843 3924 from abroad at any time. Please don't use a Secure Message to let us know. For security
reasons, your account access may be restricted until this is resolved.
Hard of hearing and deaf customers:
Typetalk users can call us by dialling 18001 before the above number. Lines are open 24 hours a day 7 days a week. Minicom users can call us on 0115 843 3745. Lines are open from 8am-5pm Monday to Friday.
Click here and you'll be taken to the Password Assistance screen. You'll have
to provide some security information before we can send you a new temporary password:
There is a time limit within your Capital One online account service for idle connections. For security, if the service has not detected any action from your end within a certain time limit it will close your session, in case you have forgotten to log off.
For security reasons the server does not allow unlimited unsuccessful registration attempts. Once your registration has failed please call customer services on 03444 814 000† at any time for assistance.
Most up-to-date Internet Browsers will meet the requirements for you to set up your online account. If you are having problems, you may want to check some of your settings.
In addition to Netscape versions 6.0 or IE versions 5 and above, you will need to have the following to access Capital One online account service:
Try clicking the 'Reload' or the 'Refresh' button on your browser. If this does not work, please refer to your Internet Browser software instructions or contact the provider.
Please refer to your Internet Browser software instructions or contact the provider.
When you connect to the Capital One Online account service, your session is encrypted. Any data or messages that you send are encoded by your browser using a unique secret key (a session key) agreed with our secure server at the beginning of your session. When your encrypted data is sent over the internet only the Capital One secure server will be able to decrypt and understand it. The same encryption also occurs when Capital One displays screens back to you. Capital One uses Secure Sockets Layer (SSL) protocol for managing your encrypted session and 128 bit encryption which is why the latest versions of Web browsers are needed to register and use this service. For more information on SSL and encryption, many resources are available on the Internet, or via your internet browsers' help section.
A few of our customers have reported receiving hoax emails claiming to be from Capital One, MasterCard® or VISA. (This is generally known as 'Phishing'). These emails typically contain a link to a hoax web site and attempt to trick customers into supplying confidential personal information such as account numbers, PIN numbers and passwords. Some of the emails claim that your account will be closed unless you confirm confidential personal information or update security details. These are not genuine emails from Capital One, MasterCard® or VISA. Capital One, MasterCard® or VISA will never send emails to customers requesting confidential information e.g. card number, PIN number, card expiry date, mother's maiden name, Internet account User ID & password.
We have a specialised department, Complaints Resolution, who deal with all of our complaints. You can write to them at: Complaints Resolution, Capital One, PO Box 5281, Nottingham, NG2 3HX.
If you make a complaint, we'll do our best to resolve it as soon as you contact us. However, some complaints are more complex than others and may need our specialist team to look into them further - in this case, please bear with us. We just want to do the right thing so that we get the right result for you.
- Reply to you promptly to tell you we've received your complaint;
- Provide a final response to your complaint within eight weeks. If, after eight weeks we cannot issue a final response, we will write and update you on the position and tell you when you can expect a final response. If you're not satisfied with our reply at this stage, you can contact the Financial Ombudsman Service (FOS).
However, we'd like the chance to try and put things right first.
You have the right to refer your complaint to the FOS, free of charge, but you must do this within six months of the date of our final response.
You can contact the FOS at:
Financial Ombudsman Service
Telephone: 0800 023 4567