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Frequently Asked Questions

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Account Servicing

  • Paying online is the most convenient way to make payments on your account. You can pay through your financial institution’s online banking site, or by taking advantage of our pre-authorized debit service, so your payments are made on time, every time. See below for online payment options available to you.

    How to pay through your financial institution’s online banking site:

    1. Log in to your bank’s online banking site.

    2. Add “Capital One Mastercard” as a new payee to your payee list.

    3. Make your payment to Capital One Mastercard.

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

    How to set up pre-authorized debit payments:

    • Our pre-authorized debit service is available to Capital One Mastercard® and Capital One Costco Mastercard cardholders.
    • If you’re a Capital One Mastercard cardholder, please fill out the Pre-authorized Debit Authorization form and follow the instructions outlined in the “How can I enrol for Pre-Authorized Debit payments?” FAQ.
    • If you’re a Capital One Costco Mastercard cardholder, you can set up pre-authorized debit payments by enrolling for Auto Pay, available through Capital One’s online banking site. Please see the “What are the best ways I can make a payment on my account?” FAQ in the Costco tab.

  • We can send you correspondence in either French or English. If you’d like to change your language of preference please call 1-800-481-3239 to speak to a customer service representative.

  • If your card is lost or stolen, you should report it immediately – contact us.

  • With a Pre-Authorized Debit (PAD) you get the convenience of using your personal bank account to automatically make payments to your Capital One credit card every month.

    A PAD is an automatic withdrawal from your personal bank account initiated by a company or a financial institution (Capital One) that has your authority to do so. PADs are often used as a convenient way to make recurring payments to an organization or transfer investment funds on an ongoing basis.

    Please note that Pre-Authorized Debit isn’t available for the SaksFirst Credit Card, Hudson’s Bay Mastercard ® or Hudson’s Bay Credit Card.

  • You can take advantage of our Pre-Authorized Debit Service – an easy and convenient way to pay your Capital One credit card. Have your payments made on time, every time.

    If you’re a Capital One Mastercard® cardholder, you can set up pre-authorized debit payments and fill out the Pre-authorized Debit Authorization form (PDF). Once complete, you can mail it, along with a voided cheque, to:

    Capital One
    P.O. Box 515, Stn. D
    Scarborough, ON M1R 5N4

    If you’re a Capital One Costco Mastercard cardholder, you can set up pre-authorized debit payments with Auto Pay, available through Capital One’s online banking site. See steps to enrol below:

    1. Log in to Capital One Banking. Don’t have an account? Sign up here.
    2. Click “Set Up Auto Pay” from your toolbar.
    3. Enter your banking information and click “Continue”.
    4. Choose how much you want automatically debited from your account each month – “Minimum Payment” or “Full Payment” – then click “Continue”.
    5. Review your details and click “Submit” to enrol!

  • Don’t worry, we can help you transfer your payment to the correct Capital One credit card. Identify which account the payment was mistakenly made to, and which account the payment should have been made to. Contact us and have your account numbers on hand. Please note that it may take a few days for the transfer to be completed.

  • Please identify which account the overpayment was made to and call your bank to request that they send an Authorization to Debit form to Capital One. This will give your bank permission from Capital One to return the overpaid funds back to your bank account. Please note that it may take a few days for the transfer to be completed.

  • You may use your card with your PIN to access cash at any automated banking machine with a Mastercard® or Cirrus® logo. Call customer service at 1-800-481-3239 if you need us to send you a new PIN. Your monthly statement will tell you your limit for cash advances.

  • Absolutely! Your Capital One Mastercard® is accepted at more than 24 million locations worldwide and you have instant cash access at over 900,000 automated banking machines.

  • Travel notifications are no longer needed! With the added security of your Capital One chip card, you don’t have to tell us when and where you’re traveling, inside or outside Canada.

    If you’re worried about unauthorized charges being made to your account, relax. As a Capital One cardholder, you’re protected. We provide Zero Liability for unauthorized use of your chip card while you’re traveling, and we’ll alert you if we see anything suspicious.

    That means you won’t pay for any unauthorized purchases on your card as long as you meet these conditions.

    1. You’ve used reasonable care in safeguarding your account number and card, your PIN and your password;

    2. You haven’t contributed to any unauthorized use of your account; and

    3. You notify us immediately if your account number or card is lost or stolen, if somebody discovers your PIN or if a person uses your account without your permission.

    For added security, please make sure your security alerts are up-to-date with your current email and mobile phone information before you leave for your trip. To update your security alerts, log in to Capital One online banking and select "Alerts" from the drop-down menu in the top right corner.

    To update your contact information, log in to Capital One online banking and select "Profile" from the drop-down menu in the top right corner.

  • Yes. We have both English and French-speaking customer service representatives. They’re happy to help you in either of our official languages. Plus, you can give us a call anytime to receive your monthly statement in French. Call us at 1-800-481-3239, we’re available 24/7.

  • The easiest way to update your address and other contact information is through the "Profile" section in your Capital One online banking account. Log in to Capital One online banking, click the drop-down menu in the top right corner, and select "Profile". Click on the pencil edit icon next to your address to add or change your address and follow the instructions on the screen. You can also contact us to update your address.

  • To stop receiving marketing from Capital One, please use any of the opt-out methods described below. Please note that although you may unsubscribe from marketing, Capital One will still send you servicing messages regarding your account as required.

    If you are a customer, any marketing emails you may receive will contain an unsubscribe link which you can use to opt out of further marketing.

    Mail: You can tell us your privacy preferences by mail at:
    Attention: Privacy Officer
    Capital One Canada
    P.O. Box 508, Scarborough Stn D
    Scarborough, ON M1R 5L6

    Phone: You can tell us your privacy preferences by calling 1-888-817-3887. If you have a sensory disability such as a hearing impairment or blindness, you may call our toll-free number at 1-800-219-1009.
    If you have general questions about Capital One or your account, or would like more information on our privacy policies, please call one of our Customer Relations representatives at 1-800-481-3239.

    To contact our Privacy Officer for any other reason, please write to the mailing address above

  • We’re in the process of introducing online card activation, beginning with a select group of cardholders. Follow the instructions listed on the sticker on your card.

  • To ensure we comply with federal laws and regulations during the application process, we will ask an applicant to provide their full name, full address, phone number, date of birth, employer and occupation information. For each authorized user added to the account, we will ask for that person’s full name, full address, phone number and date of birth. ‘Know Your Customer (“KYC”)’ requirements also require us to verify the information that you provided, using independent data sources. Capital One will attempt to do this electronically or if unable to do that, by asking you to provide government issued identification in person at a Canada Post office location.

    In addition to verifying our customers’ identities, KYC regulations require federally regulated institutions to continue being aware of our customers and their transactions. To assist with keeping a customer’ s information up to date, customers may be asked to verify the accuracy of these details from time to time. If customers are unable to do so, the account may be restricted or closed.

  • Money laundering occurs when criminals try to use financial institutions as a means to launder their dirty money, giving the clean money an appearance of legitimacy as well as distancing it from its criminal sources. Once cleaned, the money is used in society and becomes comingled with legitimate currency. To manage money laundering risks, Capital One complies with Anti-Money Laundering (AML) and Anti-Terrorist Financing (ATF) regulations and takes its role in combatting AML/ATF very seriously. AML/ATF laws require us to know new and existing customers and this is managed through requirements called Know Your Customer (“KYC”). KYC requirements are a subset of AML/ATF regulations which require Capital One to collect identifying data about our customers and independently verify this information before we provide credit to our card holders. If we are unable to ascertain the identity of new customers as per the KYC requirements, we are by law not able to extend credit.

    In addition to verifying our customers’ identities, KYC regulations require federally regulated institutions to continue being aware of our customers and their transactions. To assist with keeping a customer’s information up to date, customers may be asked to verify the accuracy of these details from time to time. If customers are unable to do so, the account may be restricted or closed.

  • At Capital One our top priority is our customers – we work hard to ensure that our customers’ expectations of service are met and even surpassed. We want to hear from you if this doesn’t happen.
    Please follow the steps provided here to file a complaint www.capitalone.ca/concerns 

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