Your Card Account
Got a question about Capital One credit cards? Our FAQs may have the answer.
To learn more about credit in general visit Capital One's Credit Made Clearer.
The Terms and Conditions are the agreement between you and us relating to the use of your credit card.
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APR stands for Annual Percentage Rate of charge. The APR makes it easy to compare different credit products before deciding which one is best for you.
For credit cards the APR is based on the purchase interest rate and includes things like annual fees, although cash withdrawal charges and default fees are not included.
Your credit limit is the amount that you can borrow up to with your Capital One credit card.
The Minimum Payment is the least amount you need to send us each month. It is shown on your statement.
The minimum payment is the full outstanding balance if it is less than £5, but otherwise the greater of:
An amount equal to the total of (i) 1% of the outstanding balance on your account; (ii) interest applied to your account in that month; (iii) all Default Sums incurred in that month; and (iv) one twelfth of your Annual Fee, or £5
Please see your terms and conditions for more information.
Your credit history is a factual record of credit accounts you've had over the last six years, combined with public record information such as the electoral roll and the register of county court judgements.
Credit reference agencies collect and maintain information on consumers' and businesses' credit behaviour on behalf of organisations in the UK.
To help us with your application, we get information from Experian and/or Equifax and/or Call Credit, who are the three major credit reference agencies in the UK. They supply us with information about your credit history. We need your permission to look at your credit file which you give to us by clicking the submit button on your application form.
You can access your credit report by visiting one of the following credit reference agencies:
The financial information held about you at the credit reference agencies can help you do many things, such as taking out a loan, applying for a mortgage or even getting a mobile phone. Most companies that provide credit take your previous credit history into account.
You must be over 18 and resident in mainland UK (including Northern Ireland).
Each Capital One credit card has criteria to give you an idea of who is suitable for that type of card. Take a look at our credit cards to see which one suits you.
We will require personal details such as your addresses for the last 6 years, employment status and the length of time you have been with your bank. If you want to transfer balances from your other credit or store cards, you'll need to have these credit card / store card numbers and balances available.
If you have been at your address less than 2 years, we will ask you for a previous address to aid us in establishing your financial background.
Yes - we use a 'secure session' using SSL encryption technology whenever sending personal information over the internet, which at present is the most secure encryption available.
After you have completed your application form, we will review your information and make a decision. If you have been accepted, we'll try to tell you straight away. Sometimes we may need more time to consider your application, in which case we will contact you in the next 7-10 working days.
From the date you are accepted it will take between 7-10 working days before you will have your credit card.
Your PIN will arrive first and separately from your credit card.
You should receive your PIN a few days before you get your card. If you don't receive it within 7 days of being accepted, please contact us and we'll send you a duplicate.
For security reasons we recommend that you change your PIN number to a number that's easy to remember, but not easy for others to guess. You can change your PIN at any UK high street bank cash machine displaying the MasterCard or Visa logo.
Not necessarily. Capital One takes all the information you provide on your application form and a decision is then made based on that and the information from your credit history.
Please wait at least six months before you apply again for a Capital One credit card. You will receive the same response if you apply before that.
VISA and MasterCard own the international systems that allow you to use your card in more than 22 million outlets worldwide. You can use your card wherever you see a VISA or MasterCard symbol, as shown on your card.
You can use your credit card to make purchases at any of the 22 million outlets worldwide that accepts VISA or MasterCard, depending which one you have. You can also use your card to make withdrawals from a cash machine.
You can spend any amount at any time as long as your total balance does not go over your credit limit. Remember to leave available credit on your account for any interest to be added.
Our contact centre are unable to authorise a credit limit increase over the phone.
We review each account on an individual basis and as you become eligible for a credit limit increase we will write to you and let you know.
Yes at any time. Please sign in to your Online Account to send us a Secure Message and tell us how much you'd like us to reduce it to.
Your card is inserted in a Chip and PIN terminal, you will then have to enter your 4-digit PIN number on the keypad and be given a till receipt as normal. In the few outlets where there's no Chip & PIN facility the sales assistant will swipe the card through a machine and give you a credit card receipt to sign.
To complete your order, you normally need to type in the 16-digit account number and the card's expiry date that are both shown on your card. You may also need to enter your CVV number, which are the last three digits of the number on the back of your credit card.
You will usually need to give the merchant your name, your 16-digit account number and the expiry date. They are all printed on your credit card. They may request your CVV number, which are the last three digits of the number on the back of your card.
If the expected delivery date has passed, or if no delivery date was agreed and it is 28 days since the date of the transaction, contact the supplier. If you are unable to resolve this with the supplier or have any further queries please contact us.
Yes, you can withdraw cash using your credit card and PIN at any cash machine that displays the symbol on your card (VISA or MasterCard). We charge daily interest on cash withdrawals at your cash interest rate. You'll also be charged a fee of 3% of the amount withdrawn or £3 (whichever is greater).
A PIN (Personal Identification Number) is a 4-digit code that will enable you to withdraw cash from cash dispensers and make purchases. You must always keep your PIN secret and never reveal it to anyone else. We will never ask you for your PIN.
No, just as you don't currently confirm these purchases with a signature, you will not have to use your PIN. If you have signed up for MasterCard® SecureCode™ or Verified by VISA you may have to enter a password to make purchases at participating online retailers.
If you have a condition that restricts your ability to use a PIN protected credit card, please call us so we can discuss alternatives.
For security reasons you have a limited number of unsuccessful PIN entries before your credit card becomes locked. If your card becomes locked:
You will be then be able to use your credit card again.
If you have forgotten your PIN, please sign in to your Online Account and send us a Secure Message and we'll send you out a reminder.
Yes. Your Chip and PIN card will work in the same way overseas as it does in the UK. If a retailer abroad does not have the Chip and PIN technology, you simply sign your name for your purchase.
We want you to have that extra peace of mind when using your Capital One credit card and this FREE insurance should give you that, by covering many of the things you buy against loss, damage or theft for 100 days after purchase. Please read your policy booklet for details of how this insurance works and the full terms & conditions.
Simply sign in to your Online Account and go to the More Information page and download the PDF of your Purchase Protection policy document. If you cannot view our PDF files, please download this free reader.
A balance transfer is a facility that allows you to transfer any balances that you may have on other credit or store cards onto your Capital One card. There are several ways you can transfer a balance to your Capital One credit card:
You can only transfer the balance of a properly maintained UK card account. Any balance that is transferred from a partner's account will become your responsibility when it is transferred to your Capital One account. Balances cannot be transferred between Capital One credit card accounts.
The minimum balance transfer amount is £50 and the amount must be rounded to the nearest pound. Please leave £100 of available credit after your balance transfer fee has been charged.
Please allow 7-10 working days for us to complete your balance transfer. If it takes longer than this, please sign in to your Online Account and send us a Secure Message or call us. If we've had to cancel your balance transfer for any reason, we'll write to you to explain why.
We advise you to continue making your minimum monthly payments to your other card until you get a letter from us confirming that the balance transfer has been processed or you see the balance transfer on your monthly statement.
Unfortunately, once you've requested a balance transfer, we cannot cancel it. You can contact the other company once the payment has been received to request a transfer back.
This is a secure service provided by Capital One to allow you the convenience of managing your credit card over the Internet. If you already have a credit card, you can register now, it will only take 2 minutes to register.
You'll be able to:
Someone else has already taken the user name you have asked for. You need to choose a unique user name.
In case you forget your password we will ask you your secret question so you can still access your online account.
You cannot change your username but you can change your password, sign in to your Online Account and click on the Update Profile tab and follow the on screen instructions to change your password.
Your password must be at least 8 digits long, and must include at least one number.
If you enter your personal details or password incorrectly more than once you'll be locked out. Please call us to unlock your account.
You can set up automatic email Alerts to be sent to your normal inbox. For example you could set up an email Alert to let you know when you are close to your credit limit, or to remind you that you need to pay your next monthly payment. You can even create your own personal Alerts, for things such as reminding you to check if a particular transaction has gone through or even for birthdays and anniversaries.
To set up your Alerts now simply sign in to your Online Account.
This is a Secure Message system protected by SSL encryption technology, meaning that no one else should be able to read data being sent between our website and your computer. You can write and send messages regarding your account in the same way as you would with typical email software. Our customer service representatives will reply to your messages within 2 days, so that you can log on and view them in our secure, online environment.
You can update this through your online account. Simply sign in and go to the Account Maintenance tab. Follow the onscreen instructions to update your details.
Before we can update our records and send you a new credit card, we'll need to see a photocopy of official documents showing your new name. These can be:
You will also need to supply a covering letter including the following information:
Once we get your documents, we'll update our records and send you a new card which you will receive in 7-10 working days. Once you receive your new card please cut the old card in two through the chip and return it to Capital One.
Send your documentation to us at our contact address.
An extra cardholder is typically your partner or a member of your family, who you allow to use an additional card on your account. Remember that as primary cardholder you have sole responsibility for all spending and payments on your account, including those made by all your nominated extra cardholders.
Sign in to your Online Account and send us a Secure Message with the following information:
Once they're accepted, you'll receive the extra card within 10 days. You can have up to three extra cardholders on your account.
To change your extra cardholder's name write to us with the following information:
You will receive a replacement card within 10 working days.
Write to us to allow an extra cardholder to discuss your account. Please remember to include:
Remember that as primary cardholder you have sole responsibility for all spending and payments on your account. This means that we can tell an authorised person information about your account, but we can't accept their instructions to make any changes.
You need to sign in to your Online Account and send us a Secure Message asking us to remove an extra cardholder from your account. Please destroy their credit card and return it to us cut in two. If you want to remove an extra cardholder from your account, but they refuse to give their credit card back, call us. We can try to stop the credit card but you will still be responsible for the spending on your account.
We hope you don't want to leave us but if you decide you want to close your account please contact us.
If you think you have been unnecessarily charged a fee call us any time so we can review your account.
If you've made a transaction and it appears on your statement twice or more, you'll need to contact the supplier concerned. It can then take up to 30 days for the refund to be credited to your account.
If you've already done this without success, please contact us with as many details as possible about your transaction, including the date you spoke to the supplier and their response so we can investigate.
See if you can recognise the transaction amount and the date of transaction. If you have an extra cardholder on your account you may wish to ask them if they've made the transaction in question or can identify it.
You can find out more about the transaction on the Review Transactions page on your Online Account. You can click on each line to find out more details about each transaction.
If you still don't recognise it, you should try to contact the supplier first. It's important to know that suppliers may not appear on your statement using the same name as they trade under.
If you are still having issues please contact us so we can take a look.
You can save your estatement as PDFs on your computer from your Online Account (please ensure you password protect these for your security). You can also choose to download your statement to MS Money or Quicken.
The Estimated Interest figure shown on your statement is an indication of the interest you may be charged on your next statement if you pay the minimum amount due and this reaches us on the due date. Please note: the interest charged will differ from the figure shown if a change is made to either your interest rate, your statement date or if you make any new transactions on your account before your next statement.
You'll receive your statement once a month (as long as you have a balance) and if you have signed up for your Online Account you will receive an email to let you know when it's ready to view online. We'll send you at least one statement a year, for your records.
Sign up now for access to your Online Account and to go paperfree.
We will only send you your monthly statement if you have a balance on your credit card. If you're meant to be receiving your estatement and your paper statement, please check that your contact details are up to date.
Sign in to your Online Account and go to the Update Profile section to check your email address and statement preferences, you can also switch off your paper statements here.
When you make a transaction, it's debited from your 'Available to spend' amount, but won't show on your 'Account balance' until the transaction has been fully processed. This can be anything up to 10 days after the transaction was made.
Each month you get a statement from us which tells you your full outstanding balance (everything you have spent plus any interest and charges) and the amount of your minimum payment. You can pay any amount between this minimum payment and your full outstanding balance.
You can choose from a variety of different ways to make your monthly payments.
By Direct Debit You need to complete the online Direct Debit mandate, which we'll use to instruct your bank to make regular Direct Debit payments. You can set this up simply and quickly today by signing into your Online Account and going to the "Pay Bill" option, then selecting "Setup / Amend Direct Debit" and following the on screen instructions.
You will be able to set your Direct Debit to make payments in one of the following ways:- Pay the minimum payment, or- Pay the full statement balance- Pay a regular monthly amount
For a guided tour of how to setup an online Direct Debit please see our Account Service Demo.
Online with a debit card To make a payment to your Capital One account, you need to sign in to your Online Account and select the option Pay Bill. You need to quote your debit card number, expiry date, the three digit security code on the reverse of your debit card (often called a CVV number), card issue number (where appropriate) and the amount that you wish to pay. Your payment will be processed within 5 working days. This time allows each card issuer involved to authorise the transaction and for fraud checks to take place. Your debit card details can be stored so that you can set up regular payments or simply save time next time you make a payment. Please make sure you update your debit card details when your current one expires, so that you don't miss any payments as you could incur a late payment charge.
By post Fill in the payment slip, write your account number and postcode on the back of your cheque or postal order and return it to Capital One in the envelope enclosed with your statement and send to our payment address.
At a bank Take your full statement, including the payment slip and your payment, to any UK bank and pay over the counter. Any bank other than your own may charge for this service.
Standing orders, telephone and internet banking If your bank offers a standing order service, telephone or internet banking, the Capital One bank account details to use are: Bank account number 81077082 sort code 40-02-50. Please contact your bank by either going into one of their branches, by phone or through your online account. Please quote the 16 digit number on your Capital One credit card, with no spaces or dashes, as a reference. This will ensure your payment reaches your account as quickly as possible. Please allow 5 working days for processing.
No. Please keep making payments in the normal way until a message on your statement confirms that your payments will be taken automatically by Direct Debit.
The date your payment is due is printed on your monthly statement and on the left side of your online account screen. Please allow 5 working days for us to receive and process your payment. If we don't receive the minimum payment by the due date you could be charged a late payment fee.
Yes, but you must pay the minimum amount required by the due date shown on your statement.
Please allow 5 working days for us to receive and process your payment. For online payments, this time allows each card issuer involved to authorise the transaction and for fraud checks to take place. If you have posted us a cheque please allow 9 working days. This allows 4 working days for postage.
Make sure you've allowed 5 working days from the date you made the payment (plus 4 additional working days if you posted us a cheque). If a Direct Debit payment is not showing, please check with your bank before contacting us.
If you paid by cheque at a bank, take your receipt back to the bank where you made the payment, and ask them to trace your payment. Ask your bank if the cheque has been cashed. If it hasn't been cashed, ask your bank to stop the cheque, and then send us a replacement. If it has been cashed, ask your bank to give you a photocopy of the front and back of the cheque. Then send this to us so that we can trace your payment. Please note your bank may charge you for this service.
The 'Minimum payment due' information will always be stated on the account service screen, even if the payment has been made. It is only updated on a monthly basis when you receive your new estatement. For online payments, sign in to your Online Account to check the Online Payment History log at the bottom of your Make a Payment page to see if the payment request was submitted and if it has been successful or not.
When you make a payment you should allow 5 working days for it to be credited to your account. Your payment will show on your 'Recent Transactions' screen and on your monthly statement.
For online payments, sign in to your Online Account and check the Online Payment History log at the bottom of your 'Make a Payment' page, to see if the payment request was submitted and if it has been successful.
If 5 working days have already passed please call us and we'll investigate this for you.
When your monthly statement arrives it requests a minimum payment, but you can choose to pay the balance off in full each month, or pay any amount between the minimum and full balance. You may have different rates of interest, for example for purchases, balance transfers and cash transactions, so you may want to know how your balances get paid off.
Please refer to the back of your statement or the back of the letter that you received with your card for information on how we allocate your payments if you do not pay your outstanding balance in full each month.
There could be 3 reasons for this:
Incorrect Card Details: The card number is invalid, the card has expired or the expiry date/issue number has been entered incorrectly. Please check and re-try if necessary. Insufficient Funds: There may not be enough cleared funds available to withdraw from your bank account. Your bank will be able to tell you the exact actual amount currently available, and when they can authorise the withdrawal. Referral: Your bank's authorisation process may not allow large payments to be authorised unless the card is present. To prevent fraud, banks sometimes need your confirmation for online transactions. Your bank may also require certain manual security checks.
It is also possible there maybe a system issue that is preventing the payment being taken.
If you have Payment Protection Insurance you should refer to your Payment Protection Insurance policy docment to see if your payment can be covered through the insurance. Otherwise please call us so we can discuss how we can help. Remember, the sooner you do this the easier it is to maintain your financial health.
If you do not make a payment on your account for 3 months, your Payment Protection Insurance will automatically be cancelled.
Yes, you can pay as much of your balance as you like at any time. You must pay at least the minimum required, as shown on your statement, or we may charge you for late payment.
You will incur charges for any of these situations, these charges are explained in your credit card agreement.
Contact us immediately and tell us the problems you are having as we may be able to help.
Free Independant advice If you are in severe financial difficulties, there are a number of organisations that can give free, independent advice:
There are other organisations that you can contact for help but they may charge a fee and this can result in your paying more back over a longer period.
To find out your interest rates you can look at your Terms and Conditions or call us and we will check your account. If you have balances on your account the interest rate will be shown on your statement.
You can get up to 56 days interest free on purchases, if you pay off your balance in full each month.
Because we charge interest on cash transactions at a daily rate, it means that you can't avoid interest charges on withdrawing cash. We'll still charge cash interest on a cash transaction from a previous month if your payments have not been enough to cover the amount of cash that you withdrew plus the interest and fee apportioned to it.
You'll also need to take into account any other transactions you have made (i.e. purchases or balance transfers) and the order in which your payments are allocated to these. There may also be interest due for the time between your last statement being produced and the date we received your payment. Buying foreign currency, travellers' cheques or other type of currency (such as money orders and using online gambling sites) also count as a cash transaction. Please see your credit card agreement for more details.
We will always charge interest on balance transfers and cash withdrawal transactions, unless you have an introductory standard interest rate or a promotional rate. Credit card cheques can be charged at purchase, balance transfer or cash withdrawal rate. For more information about cash withdrawal transactions please see your credit card agreement or contact us.
We can't prevent these payments being made because it's an agreement that you've made with the supplier.
Contact the supplier directly and request to cancel the payment. Keep a note of the date you made the request and if it was verbal or written.
If payments continue to be taken after you have requested them to be cancelled then contact us so we can investigate. You will need to give us the date you requested the payments to be cancelled and any response the supplier gave.
We offer Capital One Card Shield to give you a personal protection service for your cards, keys and personal details. As soon as you activate your membership with us, your registered credit, debit and store cards will be protected against loss and theft each and every day. Just one free call will ensure that all your cards are cancelled and replacements are ordered. Enrol now
If you lose your card, or if it is stolen, you should call us as soon as possible. Please do not let us know by using a Secure Message. For security reasons and to protect yourself, your account access may be restricted until this is resolved.
Remember that as a Capital One cardholder you have Identity Theft Assistance available 24 hours a day 7 days a week. If your identity has been stolen please contact us so we can help.
It is essential that you call us as soon as you can if you suspect or discover that:
If you haven't received your new credit card within 10 working days, call us.
Capital One will provide all of our customers with Identity Theft advice and information 24 hours a day. And if you do become a victim then we will help to restore your identity with minimum fuss. Call our confidential helpline.
Capital One is committed to stamping out credit card fraud. That's why your Capital One credit card is Chip and PIN protected. When paying with your credit card, you may be asked to type in your unique 4 digit Personal Identification Number (PIN) on a special keypad instead of signing. Chip and PIN combines a microchip with a PIN. The microchip helps prevent your credit card details being copied and your PIN helps ensure you are the genuine owner.
To help keep your online account safe, we recommend that you change your password regularly. Sign in to your Online Account and click on the Update Profile tab and follow the onscreen instructions to change your password.
A few of our customers have reported receiving hoax emails (phishing). These emails typically contain a link to a hoax website and attempt to trick customers into supplying confidential personal information.
Capital One, VISA and MasterCard will never send emails to customers requesting confidential information e.g. card number, PIN number, card expiry date, mother's maiden name, Internet account User ID or password. Some of the emails claim that your account will be closed unless you confirm confidential personal information or update security details. These are not genuine emails, if you think you've received a hoax email, please forward it to abuse@capitalone.com.
Genuine emails that we send you may include links to our website. When you click on these links please ensure you check that the website you go to always starts with either:
If you are concerned that you may have divulged your confidential personal information or if your Capital One security details have been compromised, please call us as soon as possible. Do not let us know by using a Secure Message, we need to speak to you quickly to reduce potential fraud.
Visit our Security Centre to find out more about protecting yourself from credit card fraud and identity theft
MasterCard and VISA have their own service which gives added protection against unauthorised use of your credit card online with participating online merchants. You can register for these services here:
Yes - Capital One offers a 100% internet fraud guarantee. This protects you against any fraudulent internet use of your credit card number if it is used without your knowledge.
You can send us a secure message by signing into your Online Account for free. You can also write or call us anytime 24 hours a day 7 days a week.
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