Skip to main content

One-Time Code

Keeping your account information safe and secure is very important to us. As such we are moving to a new Account Verification process.  Below is a list of FAQs to help you understand how the process works and what you can expect from this new enhanced security process.

1. Why are you asking me to enter a One-Time Code?

From time to time, we may send you a One-Time Code to enter on our website as an added layer of protection. You’ll need to complete this step to access your account.

 

2. How do I receive my One-Time Code?

Capital One Investing will send you a One-Time Code to your email address on file. It’s important to provide a valid email to take advantage of this security service. If you don’t see an email from Capital One Investing with the unique One-Time Code, please check your email’s Spam or Junk folder. If you do not receive the code, please contact us (1-800-747-2537).

3. Why did I receive a One-Time Code that I did not request?

If you receive a One-Time Code and you are unsure why, please contact us (1-800-747-2537). Please be advised that if you are allowing another service or person to sign in on your behalf, you may receive a One-Time Code due to their activity.

4. What is Two-Factor Authentication?

Two-factor authentication is a security process in which a customer provides two independent forms of identification to prove one’s identity. It adds an extra layer of security by requiring a piece of information that only you would know in addition to your password.

 

5. I requested the code but I haven’t received it yet?

Be sure that the partial email address shown on the One-Time Code request screen matches your current email address. After one hour the code expires and you may need to call one of our helpful associates to update your email address, please contact us (1-800-747-2537).

 

6. When I enter the code I get a message that the code is incorrect.

Please note that while the email containing your One-Time Code usually will reach you within a matter of minutes, any email servers with enhanced security may take longer to receive.  If you send yourself a new code prior to receiving the first code, it will cancel the first code.  Please give yourself 10-15 minutes to receive the code, and check all spam, junk, and archive folders before sending yourself a new code.  If you are still not receiving the code, consider clearing your cookies and cache, although this may delete any saved usernames or passwords from your browser.