important notice for costco cardholders

We moved to a new online banking system on September 19.

To access the new system you’ll need to enrol – even if you were previously enrolled in online banking.

The Capital One® Mastercard®, exclusively for Costco members.

  • About the Change
  • Enrolling
  • Using the new System

WHY DID YOU MOVE TO A NEW ONLINE BANKING SYSTEM?

We’re always looking for new ways to better meet your online banking needs. The new system will give you access to new tools and features as they become available.

What do I need to Know?

Signing In

  • Enrolled in online banking before September 19? Your username and password are no longer valid.
  • Set up a new username and password to access the new system.

Statements

  • Your monthly statement has a new design that’s easier to read.
  • You may get a paper statement in the mail, even if you went paperless before September 19 – go back to paperless when you enrol in the new system.

Alerts

  • If you set up alerts before September 19, they’ve been turned off.
  • You can reset your alerts once you’ve enrolled in the new system.

Auto Pay

  • Auto Pay payments won’t be affected.
  • Your preferences won’t be accessible for now – to make changes, contact us.

READY TO ENROL IN THE NEW ONLINE BANKING SYSTEM?

You’ll need to enrol if you’re a new cardholder or haven’t logged in since we moved to a new system on September 19.

Frequently Asked Questions

You’ll need to create a new username and password – even if you were previously enrolled in online banking. Here’s how:

  • Visit online banking and click “Get Started”.
  • Enter your personal information so we can find you in the system.
  • Follow the prompts to set up a new username and password, verify your account and set up alerts/paperless statements.
  • Want a preview? View our quick video to preview the enrolment process in action.

Each username can only be used once in the new system – if someone else already has that username, you’ll need to choose a new one. You can choose a password that works for you, and we’ll help you ensure it meets our security requirements.

Canadian customers aren’t required to provide that information – you’re probably looking at the U.S. enrolment page. Check the top right-hand corner of your screen. If it says United States, use the drop-down menu to select Canada. The Canadian page will ask you to enter your last name, phone number, birth date and postal code.

You may have typed something incorrectly, or the personal information that we have on file for you may be incorrect. Here are some tips:

  • Make sure your contact information matches exactly what we have on file for you. Have you recently moved or changed phone numbers?
  • Are you the primary cardholder? Authorized users aren’t able to enrol in online banking.
  • Avoid using accented characters (like é, ö, à, etc.) – our system doesn’t currently recognize them.
  • Enter your full name, exactly the way it appears on your credit card, in the “Last Name” field.

To be eligible, usernames need to be between 6 and 32 characters and contain at least one letter but no spaces. You can also use any combination of letters, numbers, dashes (-) and underscores (_). Each username can only be used once in our system – if yours isn’t eligible, you may have chosen a username that already exists. If so, try adding a number or underscore to your preferred username.

To verify your account, you’ll need to enter the 3-digit card security code (CVV) found on the back of your credit card – please confirm that the last four digits on the screen match your card. Once you have that code handy, click anywhere in the grey box to activate the 3-digit code field. Then, enter it and click “Verify”.

View our quick video to preview the enrolment process in action, or call us at 1-800-723-3500. If you call us, follow these prompts to reach technical support:

  • Press 1 for English or 2 for Français
  • Enter your full 16-digit card number
  • Press 7, or say “more options”
  • Press 1, or say “online servicing”
  • Press 4, or say “technical support”

READY TO ENROL IN THE NEW ONLINE BANKING SYSTEM?

You’ll need to enrol if you’re a new cardholder or haven’t logged in since we moved to a new system on September 19.

What do I need to Know?

Signing In

  • After you’ve enrolled in the new system, sign in here, or visit capitalone.ca/mycard and click “Sign in here”.
  • Bookmark the sign-in page so it’s easy to find next time.

Statements

  • View our guide to learn about your new statement.
  • Want to go paperless? Sign in to online banking, select “Update Paperless Settings” under the “My Info” tab and choose “Online Only” next to your account.

Alerts

  • Once you’ve enrolled in the new system, you can reset your alerts (if any).
  • You can also customize alerts – visit the “Messages & Alerts” tab and click “Set Alerts”.

Auto Pay

  • Auto Pay payments won’t be affected.
  • Your preferences won’t be accessible for now – to make changes, contact us.

FREQUENTLY ASKED QUESTIONS

We’re working on optimizing the mobile app for Costco cardholders. For now, sign in to online banking by clicking the banner at the bottom of the screen that says “Capital One Mastercard for Costco members”.

Sign in to online banking to find your cash back balance on the Accounts Summary page (below the image of your card) or click “Rewards Summary” on the “Benefits” tab.

Some of your statements may be currently unavailable online – we’re working on fixing that. You can view your current account details on the Accounts Summary page.

You can visit our Online Banking FAQ for common questions that you may find helpful. If you’re still having trouble, call us at 1-800-723-3500. If you call us, follow these prompts to reach technical support:

  • Press 1 for English or 2 for Français
  • Enter your full 16-digit card number
  • Press 7, or say “more options”
  • Press 1, or say “online servicing”
  • Press 4, or say “technical support”

READY TO SIGN IN TO THE NEW ONLINE BANKING SYSTEM?

If you’ve already enrolled in the new system, you can sign in using your new username and password.