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Frequently Asked Questions

Online Banking

  • How do I sign up for online banking?
  • When I tried to sign up for online banking, I got an error message saying you couldn't find me. What should I do?
    • Check that you have entered all of your information correctly

    • Make sure your contact information matches the information you used when you signed up for your card. Have you recently moved or changed phone numbers?

    • Take a look at the contact information printed on the welcome package that came with your card for the address that will be in our system

    • 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

    • Try entering your full name, exactly as it appears on your credit card, all in the Last Name field

  • How do I change my password?

    It’s easy to change your password online. Sign 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 username or password. What should I do?

    You can retrieve your username or reset your password in a few easy steps. Just visit our Sign-In Help page, and you’ll be asked to provide some information about yourself so we can confirm your identity. Once we’ve confirmed that it’s you, you’ll be able to see your username and 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, the recent transactions list refers to all activity on your account since your most recently 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.

  • How do I sign up for account alerts?

    When you’re signed up for Capital One online banking and you have a valid email address and mobile number on file, you have the option to receive email or text alerts about your spending and payments. Here’s how to set up these alerts:

    1. Choose “Alerts” from the drop-down list in the top right corner of the screen.
    2. Select the pencil icon next to your account to set up alerts for it.
    3. Check off the boxes in the email or text columns next to the alerts you would like to receive.

    If you don't see the text column on the Alerts page, your mobile number isn't verified yet. Here's how to fix that:

    1. Select “Profile” from the drop-down menu in the top right corner of the screen.
    2. Select the pencil icon next to your mobile phone number.
    3. Review your mobile number and make any necessary updates. When you’re done, select “Confirm and Verify”.
    4. Watch for a text message from us asking you to verify your mobile number. You’ll need to respond VERIFY to this text message in order to confirm that your mobile number can receive alerts for your account.

    If you have the Capital One mobile app, you can turn on push notifications to receive notifications when transactions are made or declined on your account.

  • I only see the option to choose email alerts. How do I set up text message alerts?

    To receive text alerts, you need to have a verified mobile number on file. That means you responded VERIFY when we sent you a text message asking you to confirm your mobile number can receive alerts for your account. Once you've verified your mobile number, a text column will appear next to the email column on the Alerts page.

    Here's how to verify your number and set up text alerts:

    1. Select “Profile” from the drop-down menu in the top right corner of the screen.
    2. Select the pencil icon next to your mobile phone number.
    3. Review your mobile number and make any necessary updates. When you’re done, select “Confirm and Verify”.
    4. Watch for a text message from us asking you to verify your mobile number. You’ll need to respond VERIFY to this text message in order to confirm that your mobile number can receive alerts for your account.
    5. Choose “Alerts“ from the drop-down list in the top right-hand corner.
    6. Select the pencil icon next to your account to set up alerts for it.
    7. Check off the boxes in the text column next to the alerts you would like to receive.

Statements

  • How do I see transactions that were made since my last statement?

    Sign 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 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 sign up for online banking can I begin reviewing statements?

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

  • How do I view and download my statements?

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

  • Can I download all the transactions that appear online?

    Yes, you can download any of the transactions that appear in online banking to the following software applications: Quicken (QFX and QIF formats), QuickBooks (QBO format), Microsoft Money (QIF and OFX formats), and most spreadsheet programs.

  • When will my statement be available online?

    If your account is eligible to receive a statement, it will be available in your Capital One online banking account four (4) days after the end of your billing period.

  • Can I receive my statements online only?

    Yes, you can sign up to receive paperless statements and documents through your Capital One online banking. Only online banking customers can sign up to receive paperless statements and documents. Here's how:

    1. Click the “View Account” button to see more details for that account.

    2. Select the “More Account Services” link and then “Manage Paperless” in the Documents and Downloads section of the window that pops up.

    You’ll be notified by email as soon as your monthly statement is available. 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” for the credit card account that contains the transaction you'd like to dispute.

    2. Find the transaction you'd like to dispute in the list of posted transactions (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

  • How can I update my personal information online?

    It’s easy to change your contact information online. Just sign in to online banking, go to the drop-down menu in the top right corner and select “Profile”. Click the pencil edit icon next to the address, phone number or email address that you’d like to change. When you’re finished, click “Save”. If you have more than one account with us, this change will apply to all your accounts.

  • What’s the difference between Card Mailing Address, Statement Mailing Address, and Correspondence Mailing Address?

    The Card Mailing Address is the address you designate for us to mail your credit card, replacement cards, and PIN. The Statement Mailing Address is the address you designate for us to mail your monthly statement. The Correspondence Mailing Address is the address that you designate for the mailing of any important notices, letters or disclosures related to your account.

  • Why are there three mailing addresses included?

    Some of our customers have expressed a desire to be able to receive the different types of information related to their account at different mailing addresses.

  • How do I make temporary address changes?

    Call Customer Service at 1-800-481-3239, 24 hours a day, 7 days a week to request a temporary address change.

  • Can I update a change in name online?

    Name changes cannot be done online. You can change your name by calling Customer Service at 1-800-481-3239. Please note that you'll be required to provide legal documentation if you're requesting a change to your first and/or last name. However, legal documentation is not required if you're adding or removing your middle name or if you're updating an authorized user's name.

Security

  • What is multi-factor authentication (MFA)?

    Multi-factor authentication is a secondary form of authentication used to confirm 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 confirm 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?

    Look for the lock icon on your browser window. The lock is usually in the address bar (where the URL appears), but its location can vary by web browser. If the lock is closed, you're viewing a page that's secure. If the lock is open, you're viewing a page that's not secure.

  • Why do I get alerts saying a new device was used to sign in to my account?

    We want you to be confident about the security of your account. When your account has been signed in to from a new device, Capital One sends you an alert as a preventative measure that protects you.

  • I got an alert saying a new device was used to sign in to my account, but it was me who signed in and it's not a new device. What’s going on?

    There are a few things that could cause the device to look different to us.

    • You signed in using private browsing
    • You’re using a different browser than usual
    • You signed in after uninstalling and reinstalling our app
    • You recently updated your computer or its operating system
  • I got an alert saying a new device was used to sign in to my account but it wasn’t me who signed in. What should I do?

    The best action you can take is to change your password now. Make sure you remember your current password, you’ll have to enter it to make any changes.

    To change your password:

    1. Sign in to your Capital One online banking account (you can’t use the app to change your password).
    2. Go to the drop-down menu in the top right corner and choose “Security”.
    3. Click on the pencil icon next to your password.
    4. Enter your current password as well as your new password and select “Confirm”.
    5. If we have your email address, you’ll get a message confirming your changes. If we don’t have your email address, you can add one by selecting “Profile” from the drop-down menu and selecting the pencil icon next to email address.

    It’s also a good idea to look over your account and make sure you don’t have any unknown transactions or activity. If you do see any potentially fraudulent activity, please contact us right away.

  • What else can I do to be more secure?