Frequently asked questions

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 mobile app. Just tap 'My card' to find the link. Alternatively, please call us. Don't send us a secure message as it can take two working days for one of our customer service representatives to respond to your message.

It is important that you call us as soon as possible if you think that:

• Your credit card cheques or card has been lost or stolen.

• Someone else knows your PIN, password or other security information.

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.

Chip & PIN is used to authorise payments and is one of the ways Capital One prevents fraud.

When paying with your credit card, you may be asked to type in your unique four-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.

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.

We're aware there have been hoax emails claiming to be from Capital One or Mastercard®. These emails usually contain a link to a hoax website and attempt to trick customers into giving out information such as account numbers, PIN and passwords. Some of the emails claim that your account will be closed unless you confirm personal information or update security details. This is known as phishing. These are not genuine emails from Capital One or Mastercard.

We use our secure messaging service to protect your information when contacting us.

If you think you've received a hoax email, please forward it to ukecrime@capitalone.com.

If you think you may have given out personal information, please call us straight away. Check your statements carefully and report anything suspicious as soon as possible.

We're always on the lookout for any unusual activity on your account. If we think it could be fraud, we'll contact you straight away.

The Capital One Identity Theft Promise means we provide identity theft advice and information 24 hours a day. You can contact us confidentially at any time. If you do become a victim then we'll help to restore your identity with minimum fuss.

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 anyone else to read what is sent between us and you. Firewall technology fences off your account information into a secure area, separate from the internet, that's constantly monitored.

Mastercard® and Visa offer extra protection which means you may be asked for more information when using your card online.

You are automatically registered for these services. Find out more about here:

• For Visa Secure, visit www.capitalone.co.uk/visasecure opens in a new tab
• For Mastercard® Identity Check™ visit www.capitalone.co.uk/identitycheck opens in a new tab