Frequently Asked Questions

Online Banking

  • How can I sign up for online banking?

    Signing up for online banking is quick and simple. Just click here and follow the instructions.

  • The online banking enrolment website couldn’t find me based on my personal information. What should I do?

    You may have typed something incorrectly, or the contact 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 as it appears on your credit card, in the “Last Name” field.

  • How do I change my password?

    It’s easy to change your password online. Log in to online banking, click on the drop-down menu in the top right corner and select “Security”. Click on the pencil edit icon next to “Password”, complete the three fields and click “Confirm” to save your new password.

  • I forgot my user name and/or password. What should I do?

    You can retrieve your user name and/or reset your password in a few easy steps. Just visit our Help page, and you’ll be asked to provide some information about yourself so we can verify your identity. Once we’ve confirmed that it’s you, we’ll give you your user name and you’ll be able to select a new password.

  • 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 are recent transactions?

    In online banking, recent transactions refers to all activity on your account since your most recent available statement. Transactions appear online as soon as they’re pending or posted 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 not have posted to your account yet.

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?

    Log in to Capital One online banking and click the “View Account” button to see more details for that credit card account. The Pending and Recent Transactions list includes all activity that has posted to your account since your most recent online statement. If you haven’t made any transactions since your last statement, you won’t have any entries. If you’ve made a transaction but it isn’t displayed in online banking, that transaction may not have 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?

    Log in to Capital One online banking, click the “View Account” button to see more details for that credit card account and select “View Statements”. Alternatively, you can click the “More Account Services” link and select “View Statements” in the Documents and Downloads section of the window that pops up.

  • 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.

  • Can I receive my statements online only?

    Yes, you can sign up to receive paperless statements and documents through your Capital One online banking. After logging in to online banking, click the “View Account” button to see more details for that credit card account. Then select “More Account Services” and “Manage Paperless” in the Documents and Downloads section. Only online banking customers can sign up to receive paperless statements and/or documents. For more information, review the Paperless Terms and Conditions.

  • What are the hardware/software requirements for online banking and receiving my statements online?

    For the optimal experience, we recommend that Capital One online banking be accessed through one of the following supported browsers:

    • Microsoft Internet Explorer version 11 and up

    • Google Chrome version 69 and up

    • Mozilla Firefox version 62 and up

    • iPhone iOS version 12 and up

    • iPad iOS version 12 and up

    • Safari 12 version and up

    • Chrome Mobile version 68 and up

  • How do I dispute a transaction?

    Below are the steps you can take to dispute a transaction:

    1. Click “View Account”.

    2. Find the transaction in the list of posted transactions that you’d like to dispute (pending transactions cannot be disputed).

    3. Click on the transaction to see more details, then click the “Report a problem” link.

    If you can’t find your transaction, or if it’s older than 90 days, please call our Fraud Solutions Department at 1-866-381-0447.

My Contact Information

Security

  • What is multi-factor authentication (MFA)?

    Multi-factor authentication is a secondary form of authentication used to verify a customer’s identity and prevent unauthorized users from accessing their information. In order to make sure it’s really you accessing your Online Banking account, we occasionally verify your identity by asking you to enter a one-time code while signing in. When we do this, we’ll send you the code by email or text message. To help ensure you receive this code, please make sure to keep your contact information (email address and/or mobile phone number) up to date in your Online Banking account.

  • 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.

Quicken Instructions

  • About

    As Capital One Card Services completes an important update to our site, you will need to modify your Quicken settings to ensure the smooth transition of your data. Please select the version of Quicken you are using from the list below, and follow the steps outlined for your specific software.

    Please pay special attention to the dates next to each task as this information is time sensitive. To complete these instructions, you will need your User ID and Password for your Capital One Card Servicing account.

    It is important that you perform the following instructions exactly as described and in the order presented. If you do not, your service may stop functioning properly. This conversion should take 15–30 minutes.

    If you have difficulty or questions about this process, please call Intuit customer support 5 a.m. to 5 p.m. PT, Mon-Fri at 888-311-7276.

  • Quicken for Windows 2013–2015 | Web Connect

    Task 1: Conversion Preparation

    1. Backup your data file. For instructions to back up your data file, choose Help menu > Search. Search for Backing Up Your Data and follow the instructions.

    2. Download the latest Quicken Update. For instructions to download an update, choose Help menu > Search. Search for Update Software and follow the instructions.

    Task 2: Deactivate Your Account(s) At Capital One Card Services on or after 9/21/2015

    1. Choose Tools menu > Account List.

    2. Click the Edit button of the account you want to deactivate.

    3. In the Account Details dialog, click on the Online Services tab.

    4. Click Deactivate. Follow the prompts to confirm the deactivation.

    5. Click on the General tab.

    6. Remove the financial institution name and account number. Click OK to close the window.

    7. Repeat steps 2-6 for each account at Capital One Card Services.

    Task 3: Re-activate Your Account(s) at Capital One Card Services on or after 9/21/2015

    1. Log in to http://www.capitalone.ca and download your Quicken Web Connect file.

    2. Click File > File Import > Web Connect File.

    3. If prompted for connectivity type, select Web Connect.

      IMPORTANT: Take note of the date you last had a successful connection. If you have overlapping dates in the web-connect process, you may end up with duplicate transactions.

    4. Ensure you associate the account to the appropriate account already listed in Quicken. You will want to select Link to an existing account and select the matching account in the drop-down menu.

      IMPORTANT: Do NOT select Create a new account. If you are presented with accounts you do not want to track in this data file, select Ignore– Don’t Download into Quicken or click the Cancel button.

    5. Repeat steps 2-4 for all of your accounts.

    Thank you for making these important changes!

  • Quicken for Windows 2013–2015 | Express Web Connect

    NOTE: Quicken Web Connect/Express Web Connect accounts use the same User ID and PIN/Password as Capital One Card Services website.

    Task 1: Conversion Preparation

    1. Backup your data file. For instructions to back up your data file, choose Help menu > Quicken Help. Search for Backing Up Your Data and follow the instructions.
    2. Download the latest Quicken Update. For instructions to download an update, choose Help menu > Quicken Help. Search for Update Software and follow the instructions.

    Task 2: Deactivate Your Account(s) At Capital One Card Services on or after 9/21/2015

    1. Choose Tools menu > Account List.

    2. Click the Edit button of the account you want to deactivate.

    3. In the Account Details dialog, click on the Online Services tab.

    4. Click Deactivate. Follow the prompts to confirm the deactivation.

    5. Click on the General tab.

    6. Remove the financial institution name and account number. Click OK to close the window.

    7. Repeat steps 2-6 for each account at Capital One Card Services.

    Task 3: Re-activate Your Account(s) at Capital One Card Services on or after 9/21/2015

    1. Choose Tools menu > Account List.

    2. Click the Edit button of the account you want to activate.

    3. In the Account Details dialog, click on the Online Services tab.

    4. Click Set up Now.

    5. Use Advanced Setup to activate your account.

    6. Enter Capital One Card Services and click Next.

    7. On the Select Connection Method screen, select Express Web Connect.

    8. Type your User ID and Password. Click Connect.

    9. Ensure you associate the account to the appropriate account already listed in Quicken. You will want to select Link to an existing account and select the matching accounts in the drop-down menu.
      IMPORTANT: Do NOT select Add to Quicken. If you are presented with accounts you do not want to track in this data file, select Ignore – Don’t Download into Quicken.

    10. After all accounts have been matched, click Next. You will receive confirmation that your account(s) have been added.

    11. Click Done or Finish.

    Thank you for making these important changes!

  • QuickBooks Windows 2013–2015 | Web Connect

    Task 1: Conversion Preparation

    1. Backup your data file. For instructions to back up your data file, choose Help menu > QuickBooks Help. Search for Back Up and follow the instructions.

    2. Download the latest QuickBooks Update. For instructions to download an update, choose Help menu > QuickBooks Help. Search for Update QuickBooks, then select Update QuickBooks and follow the instructions.
      NOTE: If multiple computers do not use the same QuickBooks data file, skip step 3. QuickBooks activities such as Online Banking cannot be performed in multi-user mode because of the way the activities interact with a company data file.

    3. Switch to single user mode. For instructions to switch to single user mode, choose Help menu > QuickBooks Help. Search for Switch to Single User Mode and follow the instructions.
      NOTE: If you are not using Register Mode, enable it for the conversion. You can change it back after the conversion is complete.

    4. Enable Register Mode. (Classic Mode in QuickBooks 2014 and newer).

    5. For instructions to enable Register Mode, choose Help menu > QuickBooks Help. Search for Banking Feed Modes, select Bank Feeds Modes overview, scroll down, and follow the instructions.

    Task 2: Match Downloaded Transactions

    If new transactions were received from your connection, accept all new transactions into the appropriate registers.

    If you need assistance matching transactions, choose Help menu > QuickBooks Help. Search for Matching Transactions and follow the instructions.

    Task 3: Deactivate Your Account(s) at Capital One Card Services on or after 9/21/2015

    NOTE: All transactions must be matched or added to the register prior to deactivating your account(s).

    1. Choose the Lists menu > Chart of Accounts.

    2. Select the account you want to deactivate.

    3. Click Edit menu > Edit Account.

    4. Click on the Online Services tab in the Edit Account window. The tab is named Bank Feed Settings in QuickBooks 2014 and newer.

    5. Select Deactivate All Online Services and click Save & Close.

    6. Click OK for any dialog boxes that may appear with the deactivation.

    7. Repeat steps 2-6 for each account at Capital One Card Services.

    Task 4: Re-activate Your Account(s) at Capital One Card Services on or after 9/21/2015 

    1. Log in to http://www.capitalone.ca and download your QuickBooks Web
      Connect file.

    2. Click File > Utilities > Import > Web Connect Files.
      IMPORTANT: Take note of the date you last had a successful connection. If you have overlapping dates in the web-connect process, you may end up with duplicate transactions.

    3. If prompted for connectivity type, select Web Connect.

    4. Click the Import new transactions now radio button, then click OK.
      NOTE: If you previously removed the check from the “Always give me the option of saving to a file...” option, then this dialog will not display.

    5. In the Select Bank Account dialog, click Use an existing QuickBooks account.

    6. In the corresponding drop-down list, select your QuickBooks account, and click Continue.

    7. Confirm the prompt by clicking OK.

    8. Repeat steps 1-7 for each account that you previously disabled.
      IMPORTANT: Verify that all transactions downloaded successfully into your account registers.

    Task 5: Re-enable Side by Side mode (if necessary)

    NOTE: If you prefer register mode, you are finished with your conversion. If you use the Side by Side mode (Express Mode in QuickBooks 2014 and newer) for online banking, you may now re-enable the mode.

    For instructions to enable Side by Side mode (Express Mode), choose Help > QuickBooks Help. Search for Banking Feed Modes, then select Bank Feed Modes overview, and follow the instructions.

    Thank you for making these important changes! 

  • Quicken for Mac 2006–2007 | Web Connect

    Task 1: Conversion Preparation

    1. Backup your data file. For instructions to back up your data file, choose Help menu > Search. Search for Backing Up Your Data and follow the instructions.

    2. Download the latest Quicken Update. For instructions to download an update, choose Help menu > Search. Search for Update Software and follow the instructions.

    Task 2: Deactivate Your Account(s) at Capital One Card Services on or after 9/21/2015 

    1. Choose Lists menu > Accounts.

    2. Select the account that you want to disable and click Edit.

    3. In the Download Transactions drop-down list, select Not Enabled. Follow the prompts to confirm the deactivation.

    4. Remove the information within the Account Number and Routing Number fields.

    5. Click OK to save your edits.

    6. Repeat steps 2-5 for each account at Capital One Card Services.

    7. Verify that your account list does not display a blue online circle icon for any accounts at Capital One Card Services.

    Task 3: Re-activate Your Account(s) at Capital One Card Services on or after 9/21/2015

    1. Log in to http://www.capitalone.ca and download your Quicken Web Connect file.

    2. Import your transactions to Quicken.
      IMPORTANT: Take note of the date you last had a successful connection. If you have overlapping dates in the web-connect process, you may end up with duplicate transactions.

    3. Ensure you associate the account to the appropriate account already listed in
      Quicken. Click the Use an existing account radio button.

    4. Select the corresponding existing Quicken account in the drop-down list and click OK.

    5. Repeat steps 3-4 for all accounts at Capital One Card Services.

    6. Choose Lists menu > Accounts. Verify that each account at Capital One Card Services has a blue online circle indicating that it has been reactivated for online services.

    Thank you for making these important changes!

  • Quicken for Mac 2015 | Web Connect

    Task 1: Conversion Preparation

    1. Backup your data file. For instructions to back up your data file, choose Help menu > Search. Search for Backing Up, select Backing up data files, and follow the instructions.

    2. Download the latest Quicken Update. For instructions to download an update,
      choose Help menu > Search. Search for Updates, select “Check for Updates,” and follow the instructions.

    Task 2: Deactivate Your Account(s) at Capital One Card Services on or after 9/21/2015 

    1.  Select your account under the Accounts list on the left side.

    2. Choose Accounts menu > Settings.

    3. Remove the checkmark from I want to download transactions.

    4. Click Save.

    5. Click Continue when asked to confirm this deactivation.

    6. Repeat steps 2-5 for each account at Capital One Card Services.

    Task 3: Re-activate Your Account(s) at Capital One Card Services on or after 9/21/2015

    1. Select your account under the Accounts list on the left side.

    2. Choose Accounts menu > Update Selected Online Account.

    3. Enter Capital One Card Services in the Search field and click Continue.

    4. Enter Capital One Card Services in the Search field and click Continue.

    5. Download a file of your transactions to your computer.
      IMPORTANT: Take note of the date you last had a successful connection. If you have overlapping dates in the web-connect process, you may end up with duplicate transactions.

    6. Drag and drop the downloaded file into the box Drop download file.
      NOTE: Select “Web Connect” for the “Connection Type” if prompted.

    7. In the “Accounts Found” screen, ensure you associate each new account to the appropriate account already listed in Quicken. Under the Action column, select “Link” to pick your existing account.
      IMPORTANT: Do NOT select “ADD” under the action column.

    8. Click Continue.

    Thank you for making these important changes!

  • Quicken for Mac 2015 | Express Web Connect

    Task 1: Conversion Preparation

    1. Backup your data file. For instructions to back up your data file, choose Help menu > Search. Search for Backing Up, select Backing up data files, and follow the instructions.

    2. Download the latest Quicken Update. For instructions to download an update,
      choose Help menu > Search. Search for Updates, select “Check for Updates,” and follow the instructions.

    Task 2: Deactivate Your Account(s) at Capital One Card Services on or after 9/21/2015 

    1.  Select your account under the Accounts list on the left side.

    2. Choose Accounts menu > Settings.

    3. Remove the checkmark from I want to download transactions.

    4. Click Save.

    5. Click Continue when asked to confirm this deactivation.

    6. Repeat steps 2-5 for each account at Capital One Card Services.

    Task 3: Re-activate Your Account(s) at Capital One Card Services on or after 9/21/2015

    1. Select your account under the Accounts list on the left side.

    2. Choose Accounts menu > Update Selected Online Account.

    3. Check the box I want to download transactions and click Assist me.

    4. Enter Capital One Card Services in the Search field and click Continue.

    5. Type your User ID and Password and click Continue.

    6. If the bank requires extra information, enter it to continue.
      NOTE: Select “Quicken Connect” for the “Connection Type” if prompted.

    7. In the “Accounts Found” screen, ensure you associate each new account to the appropriate account already listed in Quicken. Under the Action column, select “Link” to pick your existing account.
      IMPORTANT: Do NOT select “ADD” under the action column.

    8. Repeat step 7 for each additional account you wish to download into Quicken.

    9. Click Continue.

    Thank you for making these important changes!

  • Quickbooks for Mac 2013–2015 | Web Connect

    Task 1: Conversion Preparation

    1. Backup your data file. For instructions to back up your data file, choose the Help menu and use the Search bar available at the top. Search for Back Up and
      follow the instructions on screen. The first time you do a backup, QuickBooks will guide you through setting backup preferences.

    2. Download the latest QuickBooks Update. For instructions to download an update, choose Help menu and use the Search bar available at the top. Search for Update QuickBooks, select Check for QuickBooks Updates and follow the instructions.

    Task 2: Match Downloaded Transactions

    If new transactions were received from your connection, accept all new transactions into the appropriate registers.

    If you need assistance matching transactions, choose the Help menu and use the Search bar available at the top. Search for Updating Your Register, select the article with that name and follow the instructions.

    Task 3: Deactivate Your Account(s) at Capital One Card Services on or after 9/21/2015

    NOTE: All transactions must be matched or added to the register prior to the deactivating of your account(s).

    1. Choose Lists menu > Chart of Accounts.

    2. Select the account you want to deactivate.

    3. Choose Edit menu > Edit Account.

    4. In the Edit Account window, click the Online Settings button.

    5. In the Online Account Information window, choose Not Enabled from the Download Transaction list and click Save.

    6. Click OK for any dialog boxes that may appear with the deactivation.

    7. Repeat steps 2-6 for each account at Capital One Card Services.

    Task 4: Re-activate Your Account(s) at Capital One Card Services on or after 9/21/2015

    1. Log in to http://www.capitalone.ca and download your QuickBooks Web Connect File.
      IMPORTANT: Take note of the date you last had a successful connection. If you have overlapping dates in the web-connect process, you may end up with duplicate transactions.

    2. Click File > Import > From Web Connect.

    3. If prompted for connectivity type, select Web Connect.

    4. The Account Association window displays during setup. For each account you wish to download into QuickBooks, click Select an Account to choose the appropriate existing account register.
      IMPORTANT: Do NOT select “New” under the action column.

    5. Click Continue.

    6. Click OK to any informational prompts.

    7. Add or match all downloaded transactions in the Downloaded Transactions window.

    8. Repeat steps 1-7 for each account at Capital One Card Services.

    Thank you for making these important changes!