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What is a one-time passcode?

When you go to pay for something online with your Capital One card we'll sometimes ask you to enter a one-time passcode (or OTP for short), so we know it's really you.

It's a unique 6-digit number that we send as a text or automated voice message to the mobile or landline number of your choice.

This is to protect you from fraud. It means that even if your card details have been stolen they still can't be used to buy things online. So it's as secure as using your card in a shop.

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55 secs

When do you need to use an OTP?

You may not always be asked to enter an OTP, but if you go to pay for something and you see these logos for Mastercard ID Check or Visa Secure then you probably will.

Mastercard and Visa Logo

How it works

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53 secs

  1. 1

    Go to pay for something online

  2. 2

    Choose the phone number you want us to send the OTP to

  3. 3

    Get the OTP as a text or voice message

  4. 4

    Enter the 6-digit OTP to complete your payment

Remember, don't share an OTP and if you get sent one that you didn't ask for, let us know right away.

Do we have the right number for you?

If we don't have the right phone number you won't be able to complete online transactions. And let's face it, that'll be annoying.

To check your contact details are up to date use our mobile app or give us a call on 03444 812 812. If you then need to make a change you can do it right away.

Want to know more?

Problems with your one-time passcode (OTP)?

When you're asked to enter a one-time passcode (OTP) you'll first need to choose a phone number from a dropdown list. This list will show all the phone numbers that are saved to your account (you'll only see the first digit and the last 4 digits to keep your numbers secure). If there are any additional cardholders on the account their phone numbers will also be listed.

If you're having trouble getting your OTP, don't panic. Here are a few things you can try to fix the problem.

I'm having trouble finding the right phone number

I've chosen the right phone number but I still haven't received a one-time passcode

I've got a one-time passcode but it's not working

If you've done everything and it still isn't working you should try turning your phone off and on again.

After you've tried all these options and you're still having problems call our customer service helpline for support on 03444 812 812 .