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Find answers to your COVID-19-related questions.

You may experience longer call wait times as a result of COVID-19.

If you need account support, you can save yourself time and sign in to online banking. Take a look at our Customer Assistance & Account Information FAQs for information on what you can do with online access.

Go to online banking.

How can we help you today?

The health and safety of our customers, associates and communities are our top priority. We continue to monitor the impact of COVID-19, and we’re here to address your questions. Please continue to check this website for updates and information.

Last updated August 12, 2020.

Helping our communities during COVID-19.

Capital One believes that non-profits are the foundation of a strong community, and right now, their work is more important than ever. That’s why we’re supporting United Way, Food Banks Canada, Canada Helps and the Canadian Mental Health Association during this difficult time.

We’ve chosen these charities as they address immediate community needs for our most vulnerable, such as providing access to food, necessary household items and mental health services. Plus, they help our elderly population and provide much-needed personal protective equipment for front-line workers.

We’ll also continue working with our long-time partner Credit Canada Debt Solutions (CCDS). As Canada’s longest-standing non-profit credit counselling organization, CCDS provides valuable financial education and debt management support.

Financial Information & Resources

We recognize that there may be customers who are experiencing financial difficulties, and we encourage you to take a look at the tips in this section for ways to help stay on top of your account.

If you’re a Hudson’s Bay Credit or SaksFirst Credit cardholder, check out our dedicated FAQ section.

  • Sign up for alerts in online banking.

    With online banking, you can get email or text alerts to help you track your balance, transactions and payment due dates. Take a look at our video on how to sign up and customize alerts based on your own needs.

    If you haven’t already, make sure you sign up for online banking and check out our Customer Assistance FAQs for more information.

  • Helpful tips for managing your credit.

    Keep track of your available credit and balance in online banking to ensure you’re not going over your limit.

    Avoid cash advances on your credit card as interest begins to be charged as soon as you make a cash advance, and could make your balance higher.

    Pay more than the minimum payment towards your balance if you can, to help reduce interest charges.

  • If you need assistance with your finances.

    We continue to work with our long-time partner Credit Canada Debt Solutions (CCDS). As Canada’s longest-standing non-profit credit counselling organization, they provide valuable financial education and debt management support. If you’re facing financial difficulties and require support, we encourage you to visit the CCDS website.

Customer Assistance & Account Information

New to online banking?

With online banking, you’ll be able to easily access up-to-date information about your account, including your balance, available credit, transactions and statements – anytime, from almost anywhere. You’ll also be able to set up alerts to help you stay on top of your credit.

To get started, take a look at our video about how easy it is to monitor your transactions and account balance.

If you’re a Hudson’s Bay Credit or SaksFirst Credit cardholder, check out our dedicated FAQ section.

  • If I have to call Capital One, should I expect longer than normal wait times?

    You may experience longer call wait times as a result of COVID-19. If you need account support, you can save yourself time and sign in to online banking.

  • I’m having issues signing up for online banking, what should I do?

    If you see an error message when you try to sign up, here are some tips:

    • Review all of your information and make sure you entered it correctly.
    • If you’ve changed your contact information (for example, your phone number or address) in our system, make sure you’re using your updated info. If you haven’t changed it, your contact information should match the details you used when you applied for your card. Contact us to change your contact details if needed.
    • Make sure the primary cardholder is the one signing up – authorized users can’t sign up for online banking.
    • Replace accented characters in your name or address with unaccented characters. For example, change é to e, ö to o, à to a.
  • How do I sign in to the Capital One mobile app?

    Sign in to the app with the same username and password that you use for your Capital One online banking. Sign up for online banking now if you don’t have an account yet – you won’t be able to use the mobile app without one.

    Once you’re signed up, get the app.

  • What’s the best way to make payments to my Capital One or Costco Mastercard® during this time?

    Paying online is the most convenient way to make payments. This is a good alternative in case of potential postal service disruptions or branch closures with your bank.

    How to make your payments online:

    1. Sign in to your bank’s online banking service.
    2. Add CAPITAL ONE MASTERCARD as a new payee, and enter your account number when prompted.
    3. Make your payment.

    Please note that it can take two to three business days for your online payment to post.

    Check out our Account Servicing FAQs for more information on payment options. If you don’t currently have an online banking account with your bank, or if you need help adding us as a payee, we recommend contacting your bank.

  • Where can I find my statements online?

    To view your statements online:

    1. Sign in to online banking.
    2. Select the View Account button to see more details for your credit card account.
    3. Select View Statements. You can also select the More Account Services link, and select View Statements in the Documents and Downloads section of the window that pops up.
    4. Select the Download icon at the top of each statement to download it.

    Your statement will be available in your Capital One online banking account two days after the end of your billing period.

    You’ll be able to see your statements within approximately 24 hours of signing up for online banking.

  • How long does it take for electronic payments to process?

    If you make your payment through online banking, an automatic payment or telephone banking, it will post within two to three business days.

    We’ll backdate your payment to the date your bank processes it. Usually the bank will process a payment on the same business day, as long as it’s entered before 8:30 p.m. ET. Please contact your bank for the exact time frame.

  • What if I’m expecting a refund on my account, but I have not seen a credit yet?

    Once a merchant issues a credit to your Capital One credit card, it takes approximately five days for the credit to post to your account. If the credit has not appeared after that time, please contact the merchant directly.

    If after contacting the merchant, you still don’t see a credit on your account and 15 days have passed, please contact us to file a dispute.

  • I got approved for a card, when can I expect my credit card and PIN to arrive in the mail?

    About card arrival.

    Once we’ve processed your completed credit card application, received your security funds (if applicable), and verified your identity, you’ll receive your card by regular mail in 7-10 business days. We’ll also send you a welcome package that explains how to use your new credit card.

    As a security measure, your personal identification number (PIN) is mailed for Capital One cardholders, and an activation code is emailed as well as mailed for Costco cardholders, both sent separately from your new card.

    If you haven’t received your card after 15 business days, or your address has changed since your application, contact us to speak with a customer service representative.

    About PIN arrival.

    If you’re a Capital One cardholder, you’ll receive a copy of your PIN in the mail – it usually arrives a few days after your new card. If you’ve misplaced it or it doesn’t arrive, you can contact us to get another copy of your PIN. In the phone menu options, select or say:

    1. “PIN Options.”
    2. “Mail me my PIN.”

    Then, we’ll send a new copy of your PIN to the address attached to your credit card account. As a security measure, Capital One customer service representatives cannot view or alter your PIN. You’ll only be able to receive a PIN through the mail.

  • How do I activate my new card?

    For Capital One cardholders:

    Your PIN will be sent to you via mail, approximately 3 days after your card is sent. Once you receive both your PIN and your card, go to our card activation page, and follow the steps provided.

    For Costco cardholders:

    Your activation code will be sent to you via email, as well as in the mail with instructions on how to activate your card once it arrives separately in the mail. You won’t be able to activate your card online, so here’s an overview of the steps you’ll need to take:

    1. When you have both your activation code and your card, call 1-800-945-1000.
    2. Enter your activation code and your card number.
    3. Set up your PIN by following the prompts.
  • How do I decrease my credit limit?

    You can decrease your credit limit by reaching out to a customer service representative and requesting that your limit be lowered. It’s not possible to lower your credit limit below your current balance. Cards with credit limits that are $300 and lower can’t be lowered any further. To speak to a customer service representative, contact us.

Fraud Prevention

If you’re a Hudson’s Bay Credit or SaksFirst Credit cardholder, check out our dedicated FAQ section.

  • How do I protect myself from fraud during COVID-19?

    In uncertain times, fraudsters will often try to take advantage of people. If you receive unsolicited emails, text messages or website requests (like pop-up windows) that ask you to share your personal or confidential information, don’t respond to them. You should also be careful to not click on any hyperlinks or open any attachments in emails or text messages from people you don’t recognize.

    Capital One will never send you emails asking you for confidential information like your 16-digit card number, PIN or password.

    To learn more ways to protect yourself from fraud, visit our Fraud Protection website.

  • How do I check if I’ve been a victim of fraud?

    Look out for any unauthorized transactions by reviewing your bank or credit card statements, or accessing your recent activity by signing in to online banking.

    In addition, we recommend reviewing your credit report for any suspicious activity – you can request a free credit report from the major credit reporting agencies.

  • What should I do if I notice suspicious activity on my account?

    If you see any suspicious activity on your account, please contact us right away, so we can:

    • Work with you to identify any transactions you didn’t make.
    • Cancel your existing card and issue you a new one.
    • Guide you through the next steps.

    And don’t worry – we offer Zero Liability protection which means you won’t be held responsible for unauthorized use of your card. See the Mastercard Zero Liability terms for more details.

  • What should I do if I recognize a transaction on my account, but I didn’t get the item or service I was expecting, or the transaction details don’t seem accurate?

    If you would like to dispute a transaction on your account, contact the merchant first and try to resolve the issue directly with them. If you can’t resolve the dispute with the merchant, contact us 15 calendar days after contacting them.

    After reporting a transaction dispute, you can expect the following:
    • A temporary credit applied to your account within 15 days (if applicable) that will remain until the investigation is complete.
    • If there wasn’t enough evidence to support your dispute of the charge, your credit will be reversed, and you’ll receive a letter explaining this re-billing that provides the merchant's supporting evidence.

Travel & Rewards

If you’re a Hudson’s Bay Credit or SaksFirst Credit cardholder, check out our dedicated FAQ section.

  • I need to cancel my travel. How do I get a refund?

    Contact the merchant you booked the travel with directly. Many merchants have updated their cancellation policies and are offering options for customers to update their travel plans.

  • Does my credit card have trip cancellation insurance?

    Certain products, such as our Aspire Travel World Mastercard and Aspire Travel World Elite Mastercard offer some cancellation benefits. Please note that all insurance coverage is subject to the terms and conditions of the respective certificates of insurance. Certain limitations, exclusions and restrictions may apply.

    To view the benefits booklet, including eligibility and claim information, sign in to online banking, select View Account, followed by More Account Services, and finally View the Benefits PDF.

  • I’ve redeemed my reward miles for a travel purchase. What happens if I cancel my travel?

    When you redeem your reward miles, you’ll receive an account credit equivalent to the cost of the travel purchase that the miles were redeemed for. This will appear with the line item “Credit-Travel Reward” on your statement.

    If you’ve cancelled your travel purchase and will be receiving a refund for it, you’ll see a credit from the merchant on your statement, in addition to the credit from your rewards redemption. The reward miles you’ve redeemed will not be returned to your rewards balance.

  • What if I’m expecting a refund on my account, but I haven’t seen a credit yet?

    Once a merchant issues a credit to your Capital One credit card, it takes approximately five days for the credit to post to your account. If the credit hasn’t appeared after that time, please contact the merchant directly.

    If after contacting the merchant, you still don’t see a credit on your account and 15 days have passed, please contact us for help filing a dispute.

Information for Hudson’s Bay Credit & SaksFirst Credit Cardholders

  • Helpful tips for managing your credit.

    Keep track of your available credit and balance in online banking to ensure you’re not going over your limit.

    Avoid cash advances on your credit card as interest begins to be charged as soon as you make a cash advance, and could make your balance higher.

    Pay more than the minimum payment towards your balance if you can, to help reduce interest charges.

  • If you need assistance with your finances.

    We continue to work with our long-time partner Credit Canada Debt Solutions (CCDS). As Canada’s longest-standing non-profit credit counselling organization, they provide valuable financial education and debt management support. If you’re facing financial difficulties and require support, we encourage you to visit the CCDS website.

  • How do I sign up for online servicing?
  • I normally make payments to my Hudson’s Bay Credit account or SaksFirst Credit account in-store. How else can I make my payments?

    We encourage you to pay through your bank’s online banking service in the event that you’re unable to pay in-store. If you don’t currently have an online banking account or need help adding us as a payee, we recommend contacting your bank.

    How to make your payments online:

    1. Sign in to your bank’s online banking service.
    2. Add HUDSON’S BAY MASTERCARD, HUDSON’S BAY CREDIT CARD or SAKSFIRST CREDIT CARD as a new payee, depending on which card you have, and enter your account number when prompted.
    3. Make your payment.

    Please note that it can take 2-3 business days for your online payment to post.

    As a reminder, you can find your account balance on your monthly statement, or by signing in to your Hudson’s Bay Credit account, or signing in to your SaksFirst Credit account.

  • I need to cancel my travel. How do I get a refund?

    Contact the merchant you booked the travel with directly. Many merchants have updated their cancellation policies and are offering options for customers to update their travel plans.

  • I’ve redeemed my reward miles for a travel purchase. What happens if I cancel my travel?

    If you’ve cancelled travel that you purchased using Hudson’s Bay Rewards points that you had converted into AIR MILES, please reach out to Hudson’s Bay directly.

  • What if I’m expecting a refund on my account, but I haven’t seen a credit yet?

    Once a merchant issues a credit to your card, it takes approximately five days for the credit to post to your account. If the credit has not appeared after that time, please contact the merchant directly. Sign in to online servicing to view the most up-to-date transaction information.

    If after contacting the merchant, you still don’t see a credit on your account and 15 days have passed, please contact us for help filing a dispute.

  • I’m having issues signing up for online servicing, what should I do?

    If you see an error message when trying to sign up, here are some tips:

    • Review all of your information and make sure you entered it correctly.
    • If you’ve changed your contact information (for example, your address) in our system, make sure you’re using your updated info. If you haven’t changed it, your contact information should match the details you used when you applied for your card. Contact us to change your contact details if needed.
    • Make sure the primary cardholder is the one signing up – authorized users can’t sign up for online servicing.
  • Where can I find my statements online?

    How to view statements.

    1. Sign in to your Hudson’s Bay Credit account here or sign in to your SaksFirst Credit account here.
    2. Select the Statements tab to see more details for that credit card account.
    3. Download your credit card statements by clicking Download Statement. Your statement will download as a PDF onto your computer.
    4. You can also select the Hudson’s Bay Credit Card (details) or SaksFirst Credit Card (details) link to view your current balance, available credit, minimum due, last statement balance and last payment made.

    Your statement will be available in your online servicing account two days after the end of your billing period. You’ll be able to see your statements within approximately 24 hours of signing up for online servicing.

  • How long does it take for electronic payments to process?

    If you make your payment through online banking, an automatic payment or telephone banking, it will post within two to three business days.

    We’ll backdate your payment to the date your bank processes it. Usually the bank will process a payment on the same business day, as long as it’s entered before 8:30 p.m. ET. Please contact your bank for the exact time frame.

  • What should I do if I recognize a transaction on my account, but I didn’t get the item or service I was expecting, or the transaction details don’t seem accurate?

    If you would like to dispute a transaction on your account, contact the merchant first and try to resolve the issue directly with them. If you can’t resolve the dispute with the merchant, contact us 15 calendar days after contacting them.

    After filing a transaction dispute, you can expect the following:

    • A temporary credit applied to your account within 15 days (if applicable) that will remain until the investigation is complete.
    • If there wasn’t enough evidence to support your dispute of the charge, your credit will be reversed, and you’ll receive a letter explaining this re-billing that provides the merchant's supporting evidence.
  • How do I protect myself from fraud?

    In uncertain times, fraudsters will often try to take advantage of people. If you receive unsolicited emails, text messages or website requests (like pop-up windows) that ask you to share your personal or confidential information, don’t respond to them. You should also be careful to not click on any hyperlinks or open any attachments in emails or text messages from people you don’t recognize.

    Capital One will never send you emails asking you for confidential information like your 16-digit card number, PIN or password.

    To learn more ways to protect yourself from fraud, visit our Fraud Protection website.

  • What should I do if I notice suspicious activity on my account?

    If you see any suspicious activity on your account, please contact us right away so we can:

    • Work with you to identify any transactions you didn’t make.
    • Cancel your existing card and issue you a new one.
    • Guide you through the next steps.
  • How do I check if I’ve been a victim of fraud?

    Look out for any unauthorized transactions by reviewing your bank or credit card statements or accessing your recent activity by signing in to online servicing.

    In addition, we recommend reviewing your credit report for any suspicious activity – you can request a free credit report from the major credit reporting agencies.