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) Persistent Debt One Time Passcode Using your credit card Where can I use my card? You can use your credit card to make purchases at any of the 74 million outlets worldwide that accept Mastercard® or Visa, depending which one you have. You can also use your card to make withdrawals from a cash machine, but please be aware there's a fee for doing this. How much can I spend with my card? You can spend any amount at any time, as long as your total balance does not exceed your credit limit. Remember to leave available credit on your account for any interest that will be added. You can view the amount you have available to spend by signing in to your online account. Can I increase my credit limit? A higher credit limit can help you with day-to-day expenses, emergency situations and one-off buys. Just remember, it also means you can run up a bigger balance, which could take longer to pay back and cost more in interest. We regularly review our customers' accounts and we'll write to you to let you know if you're eligible for a credit limit increase, unless you've told us you don't want us to. In the meantime, managing your account well by regularly using your card, making payments on time and staying within your limit will stand you in good stead for an increase in the future. Can I reduce my credit limit? Yes, at any time. Simply send us a secure message from your online account, telling us the amount you'd like to lower it to. To make sure you don't go over your limit as soon as it's lowered, we'll look at reducing your credit limit to an amount that will still cover your existing balance and any pending transactions. How do I use my card in a shop? Your card is inserted into a Chip and PIN terminal. You'll then be asked to enter your 4-digit PIN number on the keypad. The merchant will provide a till receipt. In the few outlets where there are no Chip and PIN facilities, the sales assistants will swipe cards and give you a credit card receipt to sign. How do I use my card to make purchases online? When you reach the checkout you can choose to pay by credit card. You'll normally need to enter your 16-digit card number, the card's expiry date and the CVV2 number, which is the last three numbers on the back of your card. The CVV2 number is sometimes called the security code. Remember, you will never have to use your PIN to buy online. You are automatically registered for Mastercard® Identity Check™ and Verified by Visa, which provide an extra level of protection when you make online purchases. To complete your transaction, you may need to enter a one-time passcode which can be sent to your mobile phone or landline. To find out more about one-time passcodes visit www.capitalone.co.uk/otp How do I use my card to make purchases over the phone? You'll normally need to give the merchant your name, as it appears on your card, your 16-digit card number, the card's expiry date and the CVV2 number. Find the CVV2 number on the back of your card. It's the last three numbers and is sometimes called the security code. Remember that a merchant will never need to ask you for your PIN when you're making a payment over the phone, so never reveal it. What should I do if I don't receive the goods I've paid for with my Capital One card? If the expected delivery date has passed, or if no delivery date was agreed and it is 28 days since the date of the transaction, contact the supplier. If you are unable to resolve this with the supplier, or have any further queries, please follow our advice on how to report having a problem with a transaction. Can I use my card to withdraw cash? Yes, you can withdraw cash on your credit card using your PIN at any cash machine that displays the Mastercard® or Visa symbol. For each withdrawal, we'll charge you a fee of 3% of the amount you withdraw, or £3, whichever is the greater amount (see your terms and conditions). We'll also charge you interest at your cash rate from the day the transaction appears on your account. Some transactions you make on your credit card are also considered as cash withdrawals, where a fee will be charged, and these include transactions such as for gambling websites or when buying foreign currency at a currency exchange. What is a PIN? A PIN (Personal Identification Number) is a 4-digit code that will enable you to withdraw cash from cash machines and make purchases. You must always keep your PIN secret and never reveal it to anyone else. We will never ask you for your PIN. Will I have to use my PIN for telephone, mail order or internet purchases? No, just as you don't currently confirm these purchases with a signature, you will not have to use your PIN. If you have signed up for Mastercard® SecureCode™ or Verified by VISA you may have to enter a password to make purchases at participating online retailers. What do I do if I can't use my PIN? If you have a condition that restricts your ability to use a PIN protected card, please contact us at any time and we can discuss this with you. Alternatively you could sign in to your online account and send a secure message, letting us know why a PIN protected card isn't suitable for you. I've forgotten my PIN. What should I do? If you need a reminder of your PIN, you can view it in your app. Just have your card's CVV code to hand. You can also request one by sending a secure message and we'll send a PIN reminder by post, within 3-5 working days. I've locked my card by entering my PIN incorrectly. What do I do? When you enter your card PIN incorrectly three times, we lock your card for your security. If you know your PIN, but forgot it temporarily, or made a mistake entering it in, there are two things you can do: If you were in a shop trying to make a purchase when your card PIN locked, you can follow these steps: Take your card to a Mastercard® or Visa cash machine at a major bank or building society Insert your card and enter your PIN Select 'Other Services' Select 'PIN Services' Select 'Unlock PIN' If your card PIN locked while you were trying to use a cash machine, you don't need to do anything. At midnight it will unlock automatically. This means you can continue using it again the following day, if you remember your PIN correctly. Please note we're not able to unlock your PIN over the phone. You'll need to follow the steps above. Can I use my Chip and PIN card abroad? Yes. Your Chip and PIN card will work in the same way overseas as it does in the UK. If a retailer abroad does not have the Chip and PIN technology, you simply sign your name for your purchase. What is a Balance Transfer and how do I do it? A balance transfer is a facility that allows you to transfer any balances that you may have on other credit or store cards onto your Capital One card. You may be charged a fee for making balance transfers. To transfer a balance from a credit card or store card to your Capital One card, please call us. You'll need to have your credit card or store card to hand, as well as your Capital One card, ready to give us the card details. A balance transfer, plus the associated balance transfer fee, must total an amount within your agreed Capital One credit limit. The minimum balance transfer amount is £50. Please remember to continue making payments on your other cards until you've received confirmation from us that your balance transfer has been processed. It's also your responsibility to close the account from which the balance is being transferred, if that's what you want to do. Any balance transferred to your Capital One account is your responsiblity. Balances cannot be transferred between Capital One credit card accounts or from a Capital One loan. We're also unable to transfer balances from bank accounts, personal loans, finance agreements or catalogue accounts. How long does a balance transfer take to process? The balance transfer funds sent to your nominated account should be received within 1 working day. If your nominated bank doesn't accept Faster Payments, it could take up to 5 working days to fully process your balance transfer. If it takes longer than this, please contact us by sending a secure message from your online account. If we've had to cancel your balance transfer for any reason, we'll write to you to explain why. Do I need to keep making payments on my other cards? You should keep making payments on your other cards until you see the balance transfer on your Capital One statement. If you only transfer part of a balance from a different credit card, you'll need to keep making payments on that card until it has a zero balance. I've changed my mind - can I cancel my balance transfer request? Unfortunately, once you've requested a balance transfer, we cannot cancel it. You can contact the other company once the payment has been received to request a transfer back. Calls may be recorded/monitored for training purposes.