One Time Passcode - Capital One

When you go to pay for something online with your Capital One card we'll sometimes ask you to enter a one-time passcode (or OTP for short), so we know it's really you.

It's a unique 6-digit number that we send as a text or automated voice message to the mobile or landline number of your choice.

This is to protect you from fraud. It means that even if your card details have been stolen they still can't be used to buy things online. So it's as secure as using your card in a shop.

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The secure way to shop online from Capital One

To protect you from online fraud, we've introduced One-Time Passcodes. Or OTPs for short. OTPs add extra security when you pay for things online.

Why are OTPs so secure?

OTPs are unique to you.
OTPs are unique to each transaction.
OTPs expire after 10 minutes.
OTPs can only be used once.

Making it harder for fraudsters to use your card online

Things to remember. Don't share an OTP with anyone else. Not even us!

If you're sent an OTP you didn't ask for, someone could be trying to use your card. So let us know as soon as you can. To check or update your contact details, go to your app or give us a call.

Find out more at capitalone.co.uk/fraud

When do you need to use an OTP?

You may not always be asked to enter an OTP, but if you go to pay for something and you see these logos for Mastercard ID Check or Verified by Visa then you probably will.

How it works

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53secs

Transcript

A quick introduction to One-Time Passcodes from Capital One

We've added extra security to protect you when you pay for things online. It's called a One-Time Passcode. Or OTP for short.

This is how it works.

When you pay for something online you may be asked for an OTP. The bigger the payment, the more likely it is you'll be asked for an OTP.

Request one by choosing a phone number. And we'll instantly send you the OTP to your mobile as a text or landline as a voice message.

Enter the OTP to let us know it's really you. And that's it. Payment complete.

Find out more at capitalone.co.uk/fraud

Go to pay for something online
Choose the phone number you want us to send the OTP to
Get the OTP as a text or voice message
Enter the 6-digit OTP to complete your payment

Remember, don't share an OTP and if you get sent one that you didn't ask for, let us know right away.

Do we have the right number for you?

If we don't have the right phone number you won't be able to complete online transactions. And let's face it, that'll be annoying.

To check your contact details are up to date use our mobile app or give us a call on 03444 812 812. If you then need to make a change you can do it right away.

Want to know more?

What is a one-time passcode (OTP)?

An OTP protects your credit card from being used by anyone else to shop online. It is a unique 6-digit code that we'll send as a text or automated call to the mobile or landline number saved to your account. It acts as an identity check, telling us that it's you making the transaction. The OTP code shouldn't be given to anybody else.

So that you can receive an OTP just when you need it you should make sure your phone number is up to date on your Capital One account.

What is my chosen contact number?

When paying for something online, you can choose from the contact numbers that you have saved to your account. The OTP can be sent to either a mobile or landline number.

When is an OTP used?

We'll send these kinds of unique codes to your chosen contact number to security check:

Mobile app registration and at certain points when you log on
Your Account registration and at certain points when you log on
Online card purchases

How does it work?

When you use your card online with a retailer who uses the service, a Verified by Visa or Mastercard ID check screen will appear if one-time passcode (OTP) authentication is needed. We'll then send an OTP to your chosen number for you to enter and complete the transaction.

How will I know the OTP text is from Capital One?

The sender ID on the text message will be Capital One unless you have a Littlewoods or Very card, in which case the message will have either Very or Littlewoods as the sender ID. We'll only provide the OTP in the text message and we won't ask you to reply to the text message. If you do get an OTP that you weren't expecting call us right away on 03444 812 812. The OTP code we send you shouldn't be given to anybody else.

Will the OTP always be sent as a text message?

In the case of landline phone numbers and some mobile phone numbers the OTP will be sent as 'text2speech'. This is an automated voice that reads out the 6-digit OTP.

How long is the OTP valid for?

It's only valid for 10 minutes and can only be used for one transaction.

What if I do not receive my OTP?

If you don't get your OTP, click on the 'Resend' link on the Verified by Visa or Mastercard ID check screen and the OTP will be resent. If you still don't get the OTP after clicking on 'Resend' you may want to try troubleshooting the problem.

Can I choose not to use OTPs?

Unfortunately you can't. All cards are automatically registered for Verified by Visa or Mastercard ID check. So if you use your card to make an online purchase from a retailer that uses the Verified by Visa or Mastercard ID check service you may be asked to enter an OTP.

Can I cancel my payment?

Yes, you can click the cancel button on the Verified by Visa or Mastercard ID check screen and this will take you back to the retailer's website.

Is there a cost for being sent the OTP?

Capital One will not charge you but charges will vary depending on your phone's service provider.

How do I check which contact numbers I have on my account?

Sign in to the Capital One mobile app and check your contact details or call us on 03444 812 812

What if I have an additional cardholder on my credit card?

If you want your additional cardholder to be able to pay for things online you'll have to add their contact number to your account.

How do I change my contact numbers?

If you're the primary cardholder and are registered with our mobile app or online banking, you can update your telephone numbers through those. Alternatively, call us on 03444 812 812 to update the phone numbers on your account. You should also call us to add any additional cardholder details.

Problems with your one-time passcode (OTP)?

When you're asked to enter a one-time passcode (OTP) you'll first need to choose a phone number from a dropdown list. This list will show all the phone numbers that are saved to your account (you'll only see the first digit and the last 4 digits to keep your numbers secure). If there are any additional cardholders on the account their phone numbers will also be listed.

If you're having trouble getting your OTP, don't panic. Here are a few things you can try to fix the problem.

I'm having trouble finding the right phone number

Is your phone number missing from the dropdown list?

If you don't have any phone numbers saved to your account, you won't be able to complete the transaction. But you can easily add or update your details by signing in to the mobile app, or by calling us on 03444 812 812.

If you're an additional cardholder and want your phone number to be added, the primary cardholder needs to give us a call and ask us to add your number to the account.

Do you need to check what phone number is saved to your account?

To check what contact details are saved to your account you can sign in to the mobile app, go to Your Account online, or call us on 03444 812 812.

If you're an additional cardholder you'll need to get the primary cardholder to give us a call to check if your phone number is saved to the account.

Is the wrong phone number saved to your account?

You can update your phone number(s) by signing in to the mobile app or by calling us on 03444 812 812.

If you're an additional cardholder you should ask the primary cardholder to give us a call to update your phone number.

I've chosen the right phone number but I still haven't received a one-time passcode

Do you have a phone signal?: You'll need a good network signal to receive an OTP. If you don't have a very good mobile signal you can get an OTP sent to a landline number instead.
Does your landline have a call blocking or screening service?: Some call blocking or screening services can stop the automated OTP voice message from getting through to your landline. The automated calls always come from this number: 03444 812 812. Check this number isn't blocked by your service to be sure you can get an OTP. If you're still experiencing problems you may want to have the OTP sent to your mobile instead.

I've got a one-time passcode but it's not working

Has the OTP expired?: Each OTP is only valid for one transaction and has to be used within 10 minutes of it being sent. Click Re-send to get a new OTP.
Did you click Re-send?: Each OTP is unique so you'll only be able to use the one that was sent most recently to complete your transaction. Also, you can only have an OTP re-sent twice for each transaction. If you've asked for an OTP more than twice you'll have to cancel and restart your transaction.

If you've done everything and it still isn't working you should try turning your phone off and on again.

After you've tried all these options and you're still having problems call our customer service helpline for support on 03444 812 812.