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Sign In Troubleshooting

What operating systems and web browsers are supported by your site?

We don’t officially support a specific operating system or browser; however, here’s a list of those that we do recommend when accessing our site: 

Supported Browsers
Here are the computer operating systems and web browsers that we support and work best with our site:

Allowable Browsers
Here’s a list of browsers that are allowed, but are not officially supported:

Note: Windows XP users, it looks like as of April 8th, 2014, Microsoft is no longer offering support and security updates for Windows XP. Learn more Opens a new window

Certain older browsers may be restricted from accessing capitalone360.com.  If you are using an older browser and can't access the website or are having difficulty navigating the website, you’ll need to upgrade to a newer version.  Upgrading will not only optimize your web experience, but it will also help protect you and your computer from security threats.

If you can’t upgrade your browser, then grab our Mobile App for your smartphone.  Go to capitalone360.com/mobile Opens a new window to learn more.

What browser settings should I have when accessing capitalone360.com?

Browser settings have the ability to allow or deny just about anything on a website.  Most default settings work with our website; however, you can install upgrades or change settings yourself, which could interfere with the performance of our website. With that being said, find the browser you’re using from the list below and follow the steps to make sure you have the correct settings.

NOTE: If you’re using an unsupported browser, these instructions may not be accurate.  Verify the browser version you’re using first, and if it’s an unsupported browser, we encourage you to install a supported browser.

Internet Explorer

Firefox

Safari

Chrome

Internet Explorer

  1. In the upper right hand corner, click ‘Tools’ (for IE 7 and 8) or the gear icon (for IE 9).
  2. Select ‘Internet Options.’
  3. Click the ‘Security’ tab.
    1. Click the ‘Trusted Sites’ icon.
    2. Click the ‘Default Level’ button if available (If not, it is already defaulted).
    3. Slide the “Security level for this zone” to “Medium.”
    4. Click the ‘Sites’ button.
    5. Type “https://*.capitalone360.com” under “Add this Web site to the zone.”
    6. Click ‘Add.’
    7. The Capital One 360 address will now appear in the ‘Websites’ box.
    8. Click ‘Close.’
  4. Click the ‘Privacy’ tab: 
    1. Click ‘Sites.’
    2. Type “*.capitalone360.com" under “Address of Website.”
    3. Click ‘Allow.’
    4. Click ‘OK.’
  5. Click ‘Settings’ for the Pop-up Blocker on the ‘Privacy’ tab.
    1. Type “*.capitalone360.com” under “Address of Web site.”
    2. Click ‘Add.’
    3. Click ‘Close.

Internet Explorer “Compatibility View” Feature

If you’re using Internet Explorer 8 or 9, you can enable the browser’s “Compatibility View” feature, which displays the website as viewed in Internet Explorer 7.

  • Click the ‘Compatibility View’ toolbar button located next to the ‘Refresh’ button on the Address Bar enable the Compatibility View feature.
  • You may also do the following to use this feature:
    1. In the upper right hand corner, click ‘Tools.’
      • If you’re using IE 9, you will need to hold down ‘Alt’ on the keyboard in order to access ‘Tools.’
    2. Select ‘Compatibility View Settings.'
      • You can choose to use this feature for each website you wish to view or view  all websites in ‘Compatibility View.’
      • You can enter capitalone360.com under ‘Add this website’ as shown below.

JavaScript Troubleshooting

If you’re using Internet Explorer you may receive a JavaScript error message when your computer is attempting to use an outdated JavaScript from your temporary internet files. To help solve this, follow these steps:

  1. Refresh the page using the refresh button in your browser.
    • If refreshing the page does not resolve the issue, you may need to do a “hard” refresh by holding down “Ctrl” and hitting “F5” on your keyboard.
  2. Follow the general troubleshooting steps listed above to ensure your browser settings are correct.
  3. Clear the browser’s cookies by following the steps below:
    • Clearing the cookies will delete information (such as sign in information) that’s saved on your computer from websites, including capitalone360.com.
      • If you registered your computer to skip answering the Security Questions online, you may need to register the computer again after clearing the cookies.
    • Internet Explorer 7
      1. Go to the ‘Tools’ menu and select “Delete Browsing History.”
      2. Go to the ‘General’ tab.
      3. Click ‘Delete files’, next to “Temporary Internet Files” and click ‘Yes’ to confirm the temporary internet files should be deleted.
      4. Click ‘Delete files’, next to “Cookies” and click ‘Yes’ to confirm the cookies should be deleted.
      5. Click ‘Close.’
    • Internet Explorer 8 and 9
      1. Go to the ‘Safety’ menu in the upper right-hand side of the page and select ‘Delete Browsing History.’
      2. Select the checkboxes next to “Temporary Internet files” and “Cookies.”
        • Each of the other checkboxes may be left unchecked.
        • If you have Capital One 360 listed as a favorite, you must leave the “Preserve Favorites website data” box unchecked.
      3. Click ‘Delete.’
  4. After following the steps above, close the browser completely and re-launch Internet Explorer. You should visit capitalone360.com without using a bookmark.

NOTE: You should use an alternative browser if you continue to receive errors.

Firefox

If you’re using Mozilla Firefox 9 through 12, you should follow these directions before closing and re-launching your browser to enable the correct browser settings:

  1. Click ‘Firefox’ in the upper left hand corner.
  2. Click ‘Options’ and select ‘Options.’
  3. Click on the ‘Content’ icon at the top of the window:
    1. Make sure that the check box next to “Enable JavaScript” is checked.
    2. Click ‘Exceptions…’ next to “Block pop-up windows.”
    3. Type “capitalone360.com” under “Address of web site.”
    4. Click ‘Allow.'
    5. Click ‘Close.’
  4. Click the ‘Privacy’ icon at the top of the window.
    1. Choose ‘Use custom settings for history’ from the drop-down list.
    2. Confirm the following boxes are checked:
      • “Remember my browsing history”
      • “Remember download history”
      • “Remember search and form history”
      • “Accept cookies from sites”
      • “Accept third-party cookies”
    3. Click the ‘Exceptions…’ button next to “Accept cookies from sites.”
    4. Type “capitalone360.com” under “Address of website.”
    5. Click ‘Allow.’
    6. Click ‘Close.’
    7. Click the ‘Show Cookies…’ button next to “Keep Until:”
    8. Click ‘Remove All Cookies.’
    9. Click ‘Close.’
    10. Click ‘Ok.’

Security Questions Troubleshooting

If you’re using Mozilla Firefox and are asked to answer Security Questions even after registering your computer, you should do the following:

  1. Click ‘Tools’ and select ‘Options.’
  2. Click on the ‘Privacy’ icon at the top of the window.
  3. Confirm the check box next to “Clear history when Firefox closes” is unchecked
  4. Click ‘OK.'

Safari

If you’re using Safari 5, 5.1 (or higher) you should follow these directions before closing and re-launching your browser to enable the correct browser settings:

  1. Click the ‘Safari’ menu.
    • If you’re using Safari 5 or higher with Windows, you should click the gear icon in the upper right hand corner.
  2. Select ‘Preferences.’
  3. Click the ‘Security’ icon.
  4. Make sure the box next to ‘Enable JavaScript’ is checked.
  5. Select either ‘Always’ or ‘Only from sites you navigate to’ next to “Accept Cookies.”

Using Safari on an iPad

If you’re using an iPad with Safari you should follow these directions before closing and re-launching your browser to enable the correct browser settings:

  1. Touch the ‘Settings’ icon.
  2. Touch the ‘Safari’ tab on the left hand side of the screen.
  3. Confirm the box next to ‘JavaScript’ is “On.”
  4. Select ‘From visited’ next to “Accept Cookies.”
    • Confirm the “From visited” option is checked and save any changes.

Google Chrome

If you’re using Google Chrome 17 through 20 you should follow these directions before closing and re-launch your browser to enable the correct browser settings:

Users with Windows

  1. Click the wrench icon in the upper right hand corner.
  2. Click ‘Settings.’
    • You can also select ‘Tools’ and then ‘Clear Browsing Data’ to erase Cookies, History and Temporary Internet Files.
  3. Click ‘Show advance settings.'
  4. Click ‘Content Settings.’
    • You can also select ‘Clear Browsing Data’ here to erase Cookies, History and Temporary Internet Files.
  5. Set all options to ‘Recommended.’

Users with Mac OS X

  1. Click ‘Chrome’ in the upper left hand corner.
  2. Click ‘Preferences.’
    • The Preferences menu will open as a new browser tab.
  3. Click ‘Show advanced settings.’
  4. Click ‘Content Settings.’
    • You can also select ‘Clear Browsing Data’ to erase Cookies, History and Temporary Internet Files.
  5. Set all options to ‘Recommended.’

Chrome Blank Screen

If you’re visiting our site on Google Chrome you may see a long blank area that you need to scroll past to reach the content of the page.  This is caused by extensions that you’re running through Chrome, in most cases the Norton Anti-Virus extension.

  • If you disable these extensions, the display error should be resolved.  To disable extensions:
    1. Click the wrench icon at the top-right.
    2. Select 'Options.'
    3. Select 'Extensions.'
  • This screen will show what extensions are running, and whether they are enabled or disabled="disabled"="disabled="disabled"".

What if I forgot my Customer Number or PIN?

If you've forgotten or lost your Customer Number, use our Online Customer Number Retrieval Tool:

  1. Go to capitalone360.com and click 'My Accounts'.  
  2. Click on the 'Forgot your Customer Number?' link underneath the Customer Number field.
  3. Answer the security questions.
  4. If you answered the questions correctly, you'll be automatically taken to the sign in process with your Customer Number pre-filled.

If you've forgotten or lost your PIN, use our PIN Reset Tool:

  1. Sign in to capitalone360.com with your Customer Number/Saver ID (Username).
  2. Click 'Forgot your Sign In PIN' on the next page.
  3. Confirm some personal information.
  4. If you answered the questions correctly, you can choose to have a text message or email sent to the email address or mobile phone number we have on file with a temporary 'Sign In PIN Reset Code' (you can only use this code once and it's only valid for 2 hours if sent via email or 10 minutes by text).
  5. Go back to capitalone360.com and sign in with your Customer Number/Saver ID (Username).
  6. Enter your 'Sign In PIN Reset Code.'
  7. Answer two security questions to confirm your identity.
  8. Select a new PIN between 6 and 10 digits in length.
  9. Your new PIN is automatically updated once you click 'Continue.'

Please Note: If we don’t have a valid email address or mobile phone number on file, you cannot use this tool to reset your PIN.

You can also give us a call at 1-888-464-0727 from 8 AM and 8 PM to request a new PIN by mail, which you'll receive in 5-7 days.

What does registering my computer do?

Registering your computer makes signing in quicker and easier. If you register your computer, you won’t  be prompted to answer your security questions when signing in to view your account(s) online. We recommend only registering private computers, such as your home computer.

How do I enable cookies?

Before you enable cookies, here’s a brief explanation of what they are and why they’re important. A “cookie” is a small text file that contains a unique ID tag. When you sign in to most websites, a cookie is placed on your computer to remember that you visited the website and to allow it to run correctly.

To ensure that you don’t have any problems viewing our website and that you have the best experience possible, let’s go ahead and update your internet browser settings to enable cookies.

Click the link for the internet browser you’re using to learn more about how to update your settings:

Internet Explorer

Mozilla Firefox

Safari

Enable cookies for Internet Explorer:

To allow your computer to accept cookies from Capital One 360 just do the following:

1. In Internet Explorer, click ‘Tools’ and select ‘Internet Options’ from the drop-down menu
2. In that same ‘Internet Options’ window, click the ‘Privacy’ tab
3. Set your privacy settings to ‘Medium’ by moving the ‘Settings’ bar up or down (we think the website works best at this level)  4. Click the ‘Sites’ button
5. In the box under ‘Address of website’, type ‘https://www.capitalone360.com’ and click ‘Allow’ then ‘OK’
6. Click ‘Settings’ under the ‘Pop-up Blocker’ section
7. Type ‘https://www.capitalone360.com’ and click ‘Add’ then ‘Close’
8. Click ‘Apply’ then ‘OK’

Enable cookies for Mozilla Firefox:

To allow your computer to accept cookies from Capital One 360 just do the following:

1. In Firefox, click ‘Tools’ and select ‘Options’ from the drop-down menu
2. In the same ‘Options’ window, click on the ‘Privacy’ icon and check the box to make sure Firefox is set to ‘Accept cookies from sites’. If you don’t want to accept cookies automatically, than you will need to add Capital One 360 as an exception. To do this: 
a. Click the ‘Exceptions’ button
b. Under the ‘Address of web site’: enter ‘https://www.capitalone360.com’ and click ‘Allow’. It should appear below in the ‘Site’ area as an allowed site
c. Click ‘Close’

Enable cookies for Safari:

To allow your computer to accept cookies from Capital One 360 just do the following:

1. In Safari, click the icon of the gear at the top-right of the page
2. Select ‘Preferences’
3. Click the ‘Security’ icon
4. Make sure the boxes next to ‘Enable JavaScript’, ‘Enable plug-ins’, and ‘Enable Java’ are checked
5. Next to ‘Accept Cookies’, select to either ‘Always’ accept them or accept ‘Only from sites I visit’

Why don’t I see my security questions every time I sign in?

We made some updates to our system and we will now only ask you to answer your security questions if you’re signing in from an unfamiliar device. You will continue to always enter your PIN when signing in. Don’t worry, our site is as secure as ever.

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