Frequently asked questions

Yes. Our secure online account service lets you manage your credit card online, from a desktop computer, tablet or mobile phone. If you're already a Capital One credit card holder, you can register for an online account now in just a few simple steps.

Using your online account you can check your balance, credit limit and transactions, and see how much you have available to spend. Making payments is easy too, you can view your statements, find out how much you need to pay and when you need to pay it. And if you need one-to-one support you can contact us via secure message or find answers to your FAQs.

We're always working on new and improved features we think you'll love, so you can manage your credit card your way. And for the best experience on your smartphone you can get the Capital One mobile app.

To change your password visit the sign in page. Click 'I've forgotten my password', then follow the instructions to choose a new password. You'll be asked to confirm some personal details, then enter a six-digit code that we'll text to your mobile phone. To successfully complete this security step you should make sure we have your up-to-date mobile phone number. (You can check and update it in the Capital One mobile app or by giving us a call.)

Your password cannot be the same as, or similar to, your username. It also cannot be one you have used before to sign in to your Capital One account. For your security we do not accept weak passwords. The criteria we need (number of characters, any special characters or numbers etc.) will be shown when you set up your password.

Yes. We automatically set you up on payment and balance alerts, by email or text, so you can stay on top of what's due and when. Alerts can tell you when your balance is getting close to your credit limit, when you've gone over your credit limit or when a special offer is about to end. You can also get alerts about your payments. Like when a payment is due, how much you need to pay, when your Direct Debit is about to be taken, 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, meaning no one else should be able to read your message when it's sent from your computer to ours.

The kind of things you might send us a secure message include requesting copies of statements, asking questions about payments, transactions, and fees and charges. Or you may want to change your Direct Debit details, or ask for a PIN reminder. One of our customer service representatives will answer your message within two working days. We'll then send you an email to let you know the response is waiting and that you'll have to sign in to view it.

You can update your email address, home address or phone numbers quickly and easily in the Capital One mobile app. Or you can call us to update your details. If you want to change the email address associated with your account you should send us a secure message from your online account. It's different if you want to change your address or update your phone number. We can't do this via secure message as we need to do a few security checks. So use the app or call us to update these details.

To update our records with your new name and issue you with a new credit card, we'll need to see copies of certain 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 certificate 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 showing 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 get within seven to 10 working days.

An additional cardholder is usually your partner or a member of your family, who you allow to use a second card on your account. But remember, as the primary cardholder you still have sole responsibility for all spending and payments on your account, including those made by all your extra cardholders.

You can add a maximum of three extra cardholders to your account. To add a cardholder, 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 (This is essential if you’d like your extra cardholder to be able to use the card online)

You must get consent from your extra cardholder before we can provide them with a card and you should tell them that the details you've provided may be checked with fraud prevention agencies. Another search could also be made that may be recorded by credit reference agencies. Although 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.

All the information about the extra cardholder 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 the 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.

To change your extra cardholder's name and issue a new credit card, you'll need to send us copies 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 copies 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.

To remove an extra cardholder from your account sign in to your online account and ask us by sending a secure message. We'll then issue you with a new card, to make sure your account is protected. You should 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're refusing to give you their credit card back, let us know so we can block the card.

We'll be sorry to see you go, but if you want to close your Capital One account you should call our customer services team.