Frequently Asked Questions

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. You'll be able to:

• Switch off your paper statements
• View your previous 12 months statements
• View any transactions since your last statement
• View your current balance and how much you have available to spend
• Contact us via secure message (similar to email)
• Set up Alerts so you get emails for things like when your near your credit limit, or when your payment is due.

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.

Don't worry, simply visit our Password Assistance screen where we will ask for some security information before we send you a new temporary password to your email address. When you log in you will be asked to change the temporary password to something memorable but not obvious so that others could guess it.

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:

• your marriage certificate if you've changed your name after marriage
• your birth certificate and marriage certificate if you've changed your name after divorce or separation
• a deed-poll certificate or statutory declaration if you've changed your name in a court.

You will also need to supply a covering letter including the following information:

• State you wish to change your name
• Provide your account number
• Sign the letter with your NEW and OLD signature

Send your documentation to us at our contact address.

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.

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:

• Full name
• Full address with postcode
• Relationship to the Primary cardholder
• Date of birth

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:

• If due to a marriage, a copy of the marriage certificate
• If reverting to a maiden name, a copy of the marriage certificate/decree absolute and birth certificate
• If due to changing name by deed poll, a copy of the deed poll certificate
• A birth certificate or a valid, signed passport if we have your name spelt incorrectly on an account

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:

• The full name of who you are giving permission to discuss your account
• Provide your account number
• Sign the letter

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, contact 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.