Online Banking

• How do I enrol my credit card in Online Banking?

  Enroling your credit card in Online Banking is quick and simple. Just click here and follow the instructions.

• How do I change my password?

  It's easy to change your password online. Log in to Capital One Online Banking and go to the My Info tab. Next, click on the plus sign (+) to expand the "Update my login information" section. Select "Edit my login information". Enter your new password and click on "Update" to save your changes.

• How do I cancel my registration from Online Banking?

  Give us a call at 1-800-481-3239 and a Customer Service Representative will be able to help you cancel your registration from Online Banking.

• What do I do if I don't recognize one of the accounts listed on the Link Accounts Screen?

  If you have a question about any of the accounts displayed in Online Banking, please give us a call
  at 1-800-481-3239.

• What is Recent Activity?

  Recent Activity includes all activity on your account since your most recent statement available in Online Banking. It appears online as soon as Capital One posts a transaction to your account. If you haven't made any transactions since your last statement, this section will not have any entries. If you've made a transaction and it doesn't appear in Online Banking, that transaction may have not posted to your account yet.

• When should I use the Secured Message function and why?

  You can use the Secured Message function to communicate with us about your specific account information. It's a safe method of sending and receiving messages because you can only access it once you've logged in to Online Banking with your user name and password.

Statements

• What is Average Daily Balance?

  Your Average Daily Balance (ADB) is the average balance on your account every day within a billing cycle.
  
  Calculating your ADB can be a little complicated because it doesn't just include the ADB from your current statement. It also includes the ADB from purchases made in your previous statement where interest wasn't charged during your 25-day grace period.

• How do I see transactions that were made since my last statement?

  The Transactions & Details page – located within the Accounts page – includes all activity that has posted to your account since your most recent online statement. This page will show updated transactions as soon as they have posted to your account. If you haven't made any transactions since your last statement, the Transactions & Details page will not have any entries. If you've made a transaction, but it isn't displayed in Online Banking, that transaction may have not posted to your account yet.

• How soon after I enrol in Online Banking can I begin reviewing statements?

  You'll be able to see your last 13 statements within approximately 24 hours of enroling in Online Banking.

• How do I view my statement?

  Click Accounts in the top navigation and then click Statements. Select the account and the month you want to view, then click the Submit button.

• Can I download all the statements that appear online?

  Yes, you can download any of the statements that appear in Online Banking to the following software applications: Quicken (QFX and QIF formats), QuickBooks (QBW format), Microsoft Money (QIF and OFX formats), and most spreadsheet programs.

• When will my statement be available online?

  Your statement will become available four (4) days after your cycle date except if you did not receive a statement last month because you didn't have any transactions on your account.

• What if I don't recognize a transaction on my statement?

  Give us a call at 1-800-481-3239 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 Services tab, then click the Dispute a Charge link. If you aren’t already enroled, go to www.capitalone.ca/onlinebanking and follow the three-step enrolment process.

My Contact Information

• How do I update my phone number, address and email address?

  Your contact information can easily be changed online. Just log in to Capital One Online Banking and go to the My Info tab. Next, click on the plus sign (+) to expand the “Update my contact information” section. Click "Edit" next to the phone number, address or email address that you would like to change. When you are done, click “Update” and your updated contact information will be saved to your account. If you have more than one account with us, you'll be able to apply this change to all your accounts.

• What's the difference between Card Mailing Address, Statement Mailing Address, and Correspondence Mailing Address?

  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.

• Why are there three mailing addresses included?

  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.

• How do I make temporary address changes?

  Call Customer Service at 1-800-481-3239, 24 hours a day, 7 days a week to request a temporary address change.

• Can I update a change in name online?

  You cannot change your name in Online Banking. Please call Customer Service at 1-800-481-3239 to change your name. We’re available 24 hours a day, 7 days a week.

Security

• What is multi-factor authentication (MFA)?

  Multi-factor authentication is a secondary authentication used to verify a customer's identity and prevent unauthorized users from accessing financial information. After logging into Online Banking, you'll 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 to Online Banking, but the questions will 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.

• What happens if I can't remember the answer to one of my security questions?

  You will have multiple chances to answer the same security question correctly. After a certain number of incorrect answers, you'll be locked out of your online account and will need to contact Customer Service at 1-800-481-3239.

• What steps does Capital One take to ensure this service is secure?

  Capital One is committed to providing the most secure Online Banking service through the use of security and encryption technology. When you interact with Capital One on this secure site, all the information is encrypted or encoded.

• Does my browser indicate whether or not a page is secure?

  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 isn't secure.