Frequently asked questions

You can choose how you make your monthly payments from a variety of different methods.

Pay by Direct Debit

A Direct Debit is a great way of making sure all your payments are on time. It’s easy to set up using the Capital One mobile app or by phoning us on 03444 812 812 and telling us your bank account details. Just make sure there is enough money in your account, or your Direct Debit may not be processed and you could be charged fees.

Pay using the Capital One app

Pay on the go with the Capital One mobile app Simply download the app then make debit card payments at any time you like. Just remember to give it 2 working days to go through.

Pay online

You can pay online using a debit card. Simply go to your online account and select 'Make a payment'. You'll be asked for your debit card number, expiry date and the CVV number (last three digits) on the back of your card. Paying this way will also take two working days to process. This method lets you store your card details to save you time making future payments. You just need to remember to update your debit card when you get new one.

Pay by phone

You can call us on 03444 812 812 to make a payment.

You can find your Payment due date on your monthly statement, in the mobile app and in your online account. A payment can take up to 5 working days to reach us, so factor that into your plans. You should pay at least your minimum payment amount by the due date. Paying on time means you'll avoid late payment charges, as well as extra interest. If you have an overlimit amount or any missed payments, you should also be aware that the higher of these amounts is due.

If you think you have been wrongly charged a fee, please call us on 03444 812 812 so we can review your account.

If you've made a transaction and it appears on your statement twice or more, you should contact the original supplier. If you're offered a refund it can then take up to 30 days for it to be credited to your account.

You can raise a dispute if you've already done this but haven’t been successful. You'll need to give us as many details about your transaction as possible, including the date you spoke to the supplier and their response, so we can investigate.

There could be a simple explanation for a transaction you don't immediately recognise.

• Do you have an additional cardholder who could have made the purchase?
• Does the company you made a payment to trade with a different name? Try a quick internet search to see what companies are linked to the name on the statement.
• Have you signed up for a free trial and it's become a paid subscription?
• Have you signed an agreement or contract with a retailer who has then charged for their service?
• Have you made a mistake entering the payee details when setting up a payment?
• Has the retailer made a mistake in charging you? Contact them directly to find out.

If none of these help, you can report having a problem with a transaction.

You can view and download statements from the last year in the 'Statements' area of your online account. If you'd like a copy of a statement from a previous month, let us know by secure message and we'll post a copy to you.

The estimated interest figure that appears on your statement shows you the interest that you could be charged on your next statement, if you pay the minimum amount by the due date.

If there's a change made to your interest rate, your statement date, or if you make any new transactions on your account before your next statement, this amount could change.

We send you with a statement once a month, but only if you have an outstanding balance. We won’t send you a statement any month that you don't have a balance. If you have an active online account, we'll send you an email to let you know when your statement is ready and you can view it online. We'll also send you at least one statement a year, for your records, even if you have no balance.

We'll only send you a monthly statement if you have a balance on your card. If you should be getting a paper statement you can check if we have right address and update it on the mobile app or by giving us a call If you're on paperless statements, you can view your statement online and we'll send you an email to let you know when the latest one is ready.

If you don't get the email, please check your contact details are correct. If you need to update your email address, you can do this through our mobile app or by sending us a secure message.

When you make a purchase or transaction, that amount is taken away from your 'Available to spend' amount. But it can take a while before it shows up in your account balance while it's processed. These are called 'Pending transactions' and appear in your 'At a glance' summary when you sign in to your mobile app or online account.

Sometimes it can take up to 10 days for a transaction to clear after the date it was made.

Each month you'll receive a statement from us which tells you:

• Your full outstanding balance: Everything you have spent, plus any interest and charges
• Your payment due: The amount due to bring your account up to date, which includes your minimum payment and any overlimit or missed payment fees
• Your minimum payment: You can pay any amount between your minimum payment and your full outstanding balance. If you make only the minimum payment each month, it will take you longer and cost you more to clear your balance.

If you have been charged an overlimit or missed payment fee and you do not pay at least your payment due amount, you may be charged fees. If you're having difficulties making credit card payments or if you're struggling with your finances, you should let us know so we can help you.

It can take up to six working days for your Direct Debit to be set up and added to your account. Sometimes longer around bank holidays. We will let you know by email when the Direct Debit has been successfully set up. This means that the change may not be added to your account in time for your upcoming payment. So you may still need to make your latest monthly payment via your online account, the Capital One mobile app or by calling us. Your Direct Debit will then begin with the following month's payment.

Yes, you can make as many payments as you want in a month. You should always cover your minimum payment, but you can also make top-up payments any time you like. And remember, any additional payments that you make in a month don't count as an advance payment on the following month's payment. You should only pay that once your new statement has been issued.

It can take up to five working days from the date you make a payment for it to reach us and be processed. How quickly a payment reaches your account depends on how you pay. For example, Direct Debits are a great way of making sure all your payments are on time, and is easy to set up via the Capital One app or by phoning us on 03444 812 812, with your bank account details.

It can take up to five working days from the date you make a payment for it to reach us and be processed. If it's been longer than this, we recommend that you check with your bank first, before contacting us. If you paid by Direct Debit, ask your bank to confirm its status. If you paid by cheque at a bank, take your receipt back to the bank where you made the payment and ask them to trace it. They may charge you for this service. If your bank confirms your cheque has been cashed, ask them to give you a photocopy of the front and back of the cheque (again, they may charge you for this). Send this photocopy to us and we'll trace your payment. If your bank says your cheque hasn't been cashed, ask them to stop the cheque. You should then send us a new cheque.

The address to send your photocopy or replacement cheque to is:

General Payments
Capital One Europe Plc
PO Box 1517
NORTHAMPTON
NN1 9GZ

For any other questions about recent payments not showing on your account, please sign in to your online account and send us a secure message. We'll look into this for you.

Your monthly statement always provides a minimum payment option. However, you can also choose to pay the balance off in full each month, or pay any amount between the minimum payment and the full balance.

Purchases, balance transfers and cash transactions can each carry different interest rates. So when you don’t pay your outstanding balance in full, we’ll make sure your payments go to balances in order of highest interest rate to lowest. We’ll always put your payments towards any amounts that have already appeared on a statement, before allocating them to any amounts that have subsequently been added to your account.

There can be a number of reasons why we can’t process an online payment.

• The wrong card details: The card number you've entered is wrong, the card has expired, or you've entered the expiry date or issue number incorrectly. Please check and try again.
• Not enough funds: You might not have enough money in your bank account to make the payment. Check with your bank how much you have available and when they're able to authorise the payment.
• Your bank needs to authorise it: If it's for a large amount your bank may want your card to be present at the time of the transaction so they can authorise it. To prevent fraud, banks sometimes need your confirmation for online transactions and may also enforce certain manual security checks.

If you have Payment Protection Insurance (PPI) you should refer to your PPI policy document to see if your payment can be covered through the insurance. Otherwise call us on 0800 952 4966 to see how we can help. Remember, the sooner you contact us the easier it is for us to help.

If you do not make a payment on your account for three months, your Payment Protection Insurance will automatically be cancelled.

Yes. You should always pay at least the minimum payment by the payment due date. But you're also free to increase your payment above the minimum to any amount you can afford. It’s always a good idea to pay as much as you can above the minimum amount as it means you’ll pay off your balance quicker and you'll pay less interest over time.

You'll find your payment due date on your monthly statement. And you can also find it in your 'at a glance' statement summary, when you sign in to your online account. If your payment reaches us later than this date, or it isn't enough to cover you minimum amount, you could be charged a late payment fee. You can find out more about default sums for late payments in your credit card agreement and in the product summary section of your monthly statement. But if you're struggling to make your minimum monthly payments feel free to give us a call to see how we can help.

Whatever challenges you're facing, it helps to understand your options. If you're finding payments difficult, there are ways we can support you. Contact us on 0333 000 4323 immediately and tell us the problems you're having so we can help. If you're in severe financial difficulties, there are a number of organisations that can give free, independent advice:

• StepChange: Call free on 0800 138 1111, Monday to Friday, 8a.m to 8pm, Saturdays, 8a.m to 4pm. Visit www.stepchange.org opens in a new tab
• PayPlan: Call free on 0800 280 2816, Monday to Friday, 8a.m to 8pm and Saturdays, 9a.m to 3pm. Visit www.payplan.com opens in a new tab
• Citizens Advice: Visit www.citizensadvice.org.uk opens in a new tab to find your local branch.
• Trading Standards: Visit www.tradingstandards.uk/consumers/support-advice opens in a new tab for support and to find the Trading Standards office nearest to your postcode.
• National Debtline: Visit www.nationaldebtline.org opens in a new tab or call free on 0808 808 4000, Monday to Friday, 9a.m to 8pm and Saturdays, 9.30am to 1pm.

There are other organisations that you can contact for help and debt advice, but they may charge a fee.

You can find the full details of all rates and fees that apply to your credit card account, in the summary on your monthly statement and your terms and conditions.

Or ask us by sending a secure message from your online account.

You can get up to 56 days interest free on purchases where the balance is paid on time and in full for at least two consecutive months (unless stated differently in your T&Cs). We will otherwise always charge interest on balance transfers and cash withdrawals, unless you have a promotional rate.

You're being charged interest on purchases when you don't make two consecutive payments in full and on time. You will always be charged interest on cash withdrawals and balance transfer balances as long as you're not on a 0% balance transfer interest rate period.

We calculate interest based on your average balance over a statement period. That means it’s possible to be charged interest even when your closing balance is zero.

When you withdraw cash from a cash machine we'll charge you a daily cash interest rate. This daily cash interest rate also applies when you take out foreign currency, buy travellers' cheques or get any kind of ‘cash advance’ - such as money orders.

You'll carry on being charged cash interest if the payments you’ve made haven't been enough to cover the full amount of cash you withdrew the previous month. You'll carry on being charged a daily cash interest rate on that amount until it's repaid. If you need help understanding fees and interest you can find more information in your credit card agreement. You can also send us a secure message from your online account.

Not if you pay off your balance in full each month. This is because you can get up to 56 days interest free on purchases. However, we will always charge interest on balance transfers and cash withdrawals, unless you have a promotional rate.

You should contact the merchant directly to cancel any subscriptions or regular transactions that you have on your account. However, if you sign in to your online account and send us a secure message about the subscription or transaction that you want to cancel, we can help.