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 Payment Services Directive (PSD2) Safety & Security What do I do if my card is lost or stolen? If your card is stolen, or lost, please let us know straight away. You can report your card lost or stolen quickly and easily in your Capital One app. Just tap 'My card' to find the link. Alternatively, please call us. Don't send us a secure message as it can take 2 working days for one of our customer service representatives to respond to your message. What if I think someone may have my card or security details? It is essential that you call us as soon as you can if you suspect or discover that: your credit card cheques or card has been lost or stolen; or someone else knows your PIN, password or other security information. My card hasn't arrived. What should I do? If you haven't received your new card within 10 working days, please sign in to your online account and send us a secure message. Or please call us. What is Chip & PIN? Capital One is committed to stamping out credit card fraud. That's why your Capital One credit card is Chip and PIN protected. When paying with your credit card, you may be asked to type in your unique 4 digit Personal Identification Number (PIN) on a special keypad instead of signing. Chip and PIN combines a microchip with a PIN. The microchip helps prevent your credit card details being copied and your PIN helps ensure you are the genuine owner. What do I do if I think an email from Capital One isn't genuine? We occasionally get reports from customers of hoax emails claiming to be from Capital One or Mastercard®. This is known as phishing. These emails typically contain a link to a hoax website and attempt to trick customers into supplying confidential personal information such as account numbers, PIN and passwords. Some of the emails claim that your account will be closed unless you confirm confidential personal information or update security details. These are not genuine emails from Capital One or Mastercard. Capital One and Mastercard will never send emails to customers requesting confidential information, such as card number, PIN, card expiry date, mother's maiden name, online account username and password. If you think you've received a hoax email, please forward it to email@example.com. Our secure messaging service exists to keep your information and communications secure when contacting us. For this reason we don't offer you the option to communicate with us via email. If you're concerned you may have divulged your confidential personal information, or if your Capital One security details have been compromised, please call us straight away. Check your statements carefully for any fraudulent activity on your card and report any suspicious activity as soon as possible. How do you keep my account safe and my information secure? We continually look out for any unusual activity on your account. If we think it could be fraud, we'll contact you straight away. There are things you can do yourself to protect yourself from credit card fraud and identity theft too. The Capital One Identity Theft Promise means we will provide all of our customers with identity theft advice and information 24 hours a day. And if you do become a victim then we'll help to restore your identity with minimum fuss. You can contact us confidentially at any time. We use several levels of security to help make sure your information is secure. Secure Socket Layer (SSL) technology encrypts any information you send or receive. This means that it is very hard for unauthorised persons to read data being sent between our computers and your computer. Firewall technology fences off your account information into a secure area, separate from the internet and we constantly monitor for any unauthorised access attempts. How can I make buying online safer? Mastercard® and Visa offer added protection against unauthorised use of your Visa or Mastercard card online. Complete a one-off registration process for these services and your future purchases at participating online merchants will be completed with an added layer of security. Depending on the type of card you have, you can register for these services here: For Verified by Visa, visit www.capitalone.co.uk/verifiedbyvisa opens in a new tab For Mastercard® SecureCode™ visit www.capitalone.co.uk/securecode opens in a new tab You'll also have the opportunity to register for these services at the online checkout of some participating merchants, before completing your online transaction.