Frequently Asked Questions

If you lose your card, or if it is stolen, you should call us as soon as possible. Please do not let us know by using a Secure Message. For security reasons and to protect yourself, your account access may be restricted until this is resolved.

It is essential that you call us as soon as you can if you suspect or discover that:

• your credit card cheques or card has been lost or stolen; or
• someone else knows your PIN, password or other security information.

If you haven't received your new credit card within 10 working days, contact us.

Capital One will provide all of our customers with Identity Theft advice and information 24 hours a day. And if you do become a victim then we will help to restore your identity with minimum fuss. Call our confidential helpline.

Capital One is committed to stamping out credit card fraud. That's why your Capital One credit card is Chip and PIN protected. When paying with your credit card, you may be asked to type in your unique 4 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.

To help keep your online account safe, we recommend that you change your password regularly. Sign in to your Online Account and click on the Update Profile tab and follow the onscreen instructions to change your password.

A few of our customers have reported receiving hoax emails (phishing). These emails typically contain a link to a hoax website and attempt to trick customers into supplying confidential personal information.

Capital One, VISA and MasterCard will never send emails to customers requesting confidential information e.g. card number, PIN number, card expiry date, mother's maiden name, Internet account User ID or password. Some of the emails claim that your account will be closed unless you confirm confidential personal information or update security details. These are not genuine emails, if you think you've received a hoax email, please forward it to abuse@capitalone.com.

Genuine emails that we send you may include links to our website. When you click on these links please ensure you check that the website you go to always starts with either:

• http://www.capitalone-extras-mastercard
• http://www.capitalone.co.uk
• http://www.capitaloneonline.co.uk

If you are concerned that you may have divulged your confidential personal information or if your Capital One security details have been compromised, please call us as soon as possible. Do not let us know by using a Secure Message, we need to speak to you quickly to reduce potential fraud.

Visit our Credit Made Clearer to find out more about protecting yourself from credit card fraud and identity theft

MasterCard and VISA have their own service which gives added protection against unauthorised use of your credit card online with participating online merchants. You can register for these services here:

• Verified by VISA
• MasterCard SecureCode