Is Capital One down or not working today?

You forgot your username

With only one username, Capital One shows it in a few seconds.

• On the recovery page, provide some basic information about yourself and click 'find me'.
• Several usernames: select the one to manage and click 'manage this account'.

You forgot your password

Capital One emails you a confirmation of the changes.

• After Capital One finds you, choose 'reset my password' and follow the directions.

You have a Discover account

Discover Bank merged into Capital One; this help content may not apply to some Discover products.

• Call the number on the back of your card.

The card is only misplaced

• Use the card lock feature while you look for it: it prevents any new purchases.
• If you find the card, unlock it and use it as normal.

You know the card is lost or stolen

Capital One locks the card, then issues a replacement with a new card number, which arrives in about 4-6 business days.

• Report it lost or stolen immediately, in the Capital One Mobile app or on the website.

Conditions: Capital One offers $0 liability for unauthorized charges.

You need to pay while waiting for the replacement

The physical card no longer works once reported lost or stolen.

• Eligible customers can use a virtual card in the Capital One Mobile app or after signing in online; a digital wallet also works.

The replacement card has arrived

• Tell merchants and services with automatic or recurring payments about the new card number, verification number and expiration date.

You need a new debit card

• On the website: select the spending account, choose 'account services and settings', then under 'manage debit card' choose 'replace lost card'.
• In the mobile app: scroll down to 'replace missing card' and follow the steps.
• Or call 1-800-655-2265.

Conditions: To send the card to a different address than the one on file, you must call 1-800-655-2265.

You think you may be a victim of identity theft

• Call Capital One at 1-800-655-2265.

You see a charge you don't recognize

• Ask your authorized users whether they made the transaction.
• Check your subscriptions: a free trial may have ended, or a recurring payment may have been forgotten.
• Look up an unfamiliar merchant name: it may have a parent company or a different business name.

You confirmed the charge is fraudulent

• Respond to Capital One's fraud alert, if you got one.
• Lock your card to prevent more unauthorized charges.
• In the app or on the website, select the transaction, then 'Report a problem', and answer the questions.

You requested a replacement card during the fraud report

The replacement generally arrives in about 3-5 business days.

• If it doesn't arrive, request a replacement card online.
• Update the new card details in digital wallets, websites and apps with automatic payments.

You are not sure whether it is a dispute or fraud

A dispute is for a charge you authorized but with a problem (damaged item, double charge, canceled subscription still billed). A fraud claim is for a charge not made by you or anyone on your account.

• Pick the right process: Capital One handles the two differently.

You have a problem with a merchant's charge

It can take up to 90 days for Capital One to resolve a dispute, so the merchant is often the fastest route.

• Contact the merchant first, as soon as possible.
• If that fails, gather your documents (for example your communications with the merchant).
• File the dispute in the Capital One app or on the website: select the transaction and answer the questions.

Conditions: Capital One recommends filing ideally within 60 days of the statement date, but may still be able to help after that.

The transaction is still pending

A pending transaction can't be disputed: the amount may change or may never fully post.

• If the merchant can't resolve it, contact Capital One once the transaction has posted.

You worry your payment will count as late

Capital One must receive the payment before 12 midnight ET on the due date (before 8 p.m. ET if the due date is also the statement closing date).

• Pay online: Capital One says it is usually the fastest and easiest way.

Conditions: For a mailed payment, the date Capital One receives it counts, not the postmark.

You can't pay online

• Pay by phone: call the number on the back of your card or on your statement and use the automated voice system.

You want to check or cancel a scheduled payment

• Open your payment activity: it shows online, mobile, phone and AutoPay payments, and lets you cancel a payment before it is in process.

Conditions: You may have up to 3 pending payments scheduled at one time.