What is a one-time passcode?

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.

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

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?

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.