We’re here for our customers through COVID-19.

Sign in to your online banking account and click View Account. If your account is eligible for the relief program, you should see a banner that says: “Need help with your payments? Our COVID-19 relief program is available.” Click Get Started to begin your request for enrolment in the program.

If you’re a Hudson’s Bay Credit or SaksFirst Credit cardholder, or if you don’t see the offer in your online account, please contact us by phone, so we can discuss your options.

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.

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 signed up 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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

• 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.

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.

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.

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.

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.

We understand that COVID-19 is having an impact on our customers’ lives, and we’d like to help. If you’re a Hudson’s Bay Credit or SaksFirst Credit cardholder, please contact us by phone, so we can discuss your options.

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 your Hudson’s Bay Credit account here or sign in to your SaksFirst Credit account here.

Save yourself time and sign up for online servicing to view your transactions, statements, payment history and more. Just click the links and follow the prompts to fill out your information. Make sure to have your credit card ready before you do.

Sign up for Hudson’s Bay Credit online servicing here.

Sign up for SaksFirst Credit online servicing here.

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.

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.

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.

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.

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 signed up 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.

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.

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.

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.

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.

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.

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.