Frequently asked questions

Yes. We've designed a secure online account service to allow you the convenience of managing your credit card online, from your desktop computer, tablet or mobile. If you already have a credit card, you can register now in a few simple steps.

You'll be able to:

• See your balance, credit limit and how much you have available to spend
• View transactions and make payments easily
• Get simple detail on how much to pay and by when, to keep your account healthy
• Contact us via secure message, for one-to-one support
• Find answers to your FAQs

The best is yet to come. Your new online account experience is just getting started. We're working hard on new and improved features that we think you'll love, to help you manage your credit card your way.

You can also manage your credit card with our Capital One mobile app.

To change your password, we'll need you to confirm some personal details, then enter the 6-digit code we'll text to your mobile phone. You'll need to make sure we have your current mobile phone number to complete this security step. Check and update it in your Capital One app, or call us to do it.

If we have your current mobile phone number, to change your password, visit the sign in page. Click 'I've forgotten my password' then complete the security steps to choose a new password.

Your password must contain:

• at least 8 characters
• an uppercase and lowercase letter
• a number

It can't be the same as, or similar to, your username. It also can't be a password you've used before to sign in to your Capital One account. For security reasons, we can't accept weak passwords such as 'Password1' or 'abc1234'.

Yes. We set you up on payment and balance alerts, by email or SMS, so you can stay on top of what's due when.

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

Secure messaging is a safe and simple way for you to get in touch with us when you can't find what you're looking for in our FAQs. It's a secure system protected by SSL encryption technology. This means that no-one else should be able to read data being sent between your computer and ours.

Examples of things you might send us a secure message about include requesting copies of statements, asking questions about fees and charges, or payments and transactions, amending your Direct Debit details, or requesting a PIN reminder.

You'll get a response to your message from one of our customer service representatives within 2 working days. We'll send you an email letting you know the response is waiting for you and ask you to sign in to view it.

You can update your home address or phone numbers quickly and easily in your Capital One app. You can also call us to make updates to these details.

To change the email address associated with your account, send us a secure message from your online account.

Please note we can't process a change of address or an update to your phone number via secure message, because we need to run through a few quick security checks with you. You'll need to use your app or call us to do this.

To update our records with your new name and issue you with a new credit card, we'll need to see photocopies of official documents showing your new name. These can be any of the following:

• Your marriage certificate or civil partnership certificate, if you've changed your name as a result of marriage or civil partnership
• Your decree absolute or civil partnership dissolution document and your marriage certificate, civil partnership certificate or birth certificate, if you've changed your name as a result of divorce or dissolution
• A deed poll cerficate or statutory declaration, if you've changed your name for any other reason than those listed above

We also need you to supply a covering letter, which includes the following details:

• Your request to change your name
• Your account number
• Your new signature, reflective of your changed name

Please send your documents to: Capital One Card Services, PO Box 5283, Nottingham, NG2 9HD.

Once we receive your documents, we'll update our records and send you a new card, which you'll receive within 7-10 working days.

An extra cardholder is typically your partner or a member of your family, who you allow to use a second 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.

You can add a maximum of three extra cardholders to your account. To add a cardholder, please sign in to your online account and send us a secure message including the following information:

• Title (Mr/Mrs/Miss/Ms)
• Full name
• Full address including postcode
• Relationship to primary cardholder
• Date of birth
• Confirmation that your extra cardholder consents to having their details checked by fraud prevention agencies.
• Phone number *

You must inform your extra cardholder that details provided about them may be checked with fraud prevention agencies and a search may be made. You must obtain the consent of your extra cardholder before we can provide them with a card. This search may be recorded by credit reference agencies, but it won't be used by other lenders or insurers when assessing lending or insurance risks. It may be used to prevent fraud and money laundering though. All the information about them will be processed for the purposes of providing them with, and servicing, an extra card on your account.

Once your extra cardholder is accepted, we'll issue their card within 10 days. As primary cardholder, it's important to remember you have sole responsibility for all spending and payments on your account, including those made by all your nominated extra cardholders.

* This is required if you would like your extra cardholder to transact online.

To change your extra cardholder's name and issue a new credit card, first we'll need to see photocopies of official documents showing their new name. These can be any one of the following:

• A marriage certificate if they've changed their name after marriage
• Their birth certificate AND marriage certificate if they've changed their name after divorce or separation
• A deed poll certificate or statutory declaration if they've change their name in a court

Please send photocopies of the necessary documents with a covering letter signed by the account holder to:

Capital One Card Services
PO Box 5283
Nottingham
NG2 3YJ

To give your extra cardholder permission to discuss the details of your account with us, you'll need to send us a secure message from your online account, or write to us, including their name.

It's important to 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.

Sign in to your online account and send us a secure message, asking us to remove the extra cardholder from your account. We'll then issue you with a new card, to ensure your account is protected.

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'll do our best to stop the credit card, but you'll still be responsible for the spending on your account.

We're sorry to hear you'd like to close your Capital One account. To do this, please give our customer services team a call.