Back to FAQs category About Credit About bad credit Searches on your credit report Your credit card application Using your credit card Managing your account Statements, payments & interest Safety & Security Photocard Secured Card Aspire® Elite Card Mobile App Complaints Payment Protection Insurance (PPI) Subject Access Request Managing your account What is online account servicing? 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. Why couldn't I have the user name I wanted? Someone else has already taken the user name you have asked for. You need to choose a unique user name. Why do I need a secret question and answer? In case you forget your password we will ask you your secret question so you can still access your online account. Can I change my online account password and username? You cannot change your username but you can change your password. Simply sign in to your Online Account to manage your account. What format does my password need to be? Your password must be at least 8 digits long, and must include at least one number. I've been locked out! 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. What are Alerts? We set you up on payment and balance alerts, by email or SMS, so you can stay on top of what's due when. You can customise these alerts, or opt out of them, by sending us a secure message, or giving us a call. Alerts can tell you: Your balance is near your credit limit You've gone over your credit limit Details about payments, such as when your Direct Debit is about to be taken, when a payment is due and if you've missed a payment Please check we have your correct email address and mobile phone number, so your alerts reach you. We're working on a way for you to customise your alerts through your account in future. What are Secure Messages? 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. What should I do if I change address, email or telephone number? You can update this through your online account. Simply sign in and update your details. What should I do if my name has changed? 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. What is an extra cardholder? 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. How do I add an extra cardholder to my account? 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. My extra cardholder has changed their name. How do I update their card? 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. How can I give an extra cardholder authority to be able to discuss the details of my account? 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. How do I remove an extra cardholder from my account? 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. How do I close my account? We hope you don't want to leave us but if you decide you want to close your account please contact us.