Capital One, won't login

[CArringt]

I keep getting this error.

http://farm2.static.flickr.com/1404/1424895296_981ebd1a9f_o.png

I'm really excited to use this site, but it's hard to do when you can't add your account

[CArringt]

Still the same thing. Please help

[Gradinko]

Having the exact same issue. I'm trying to get into Capital One's Bank online option

https://onlinebanking.capitalone.com/capitalone/


Any help would be appreciated.

[blackcoat]

I am also having the same issues with Capital One, though I'm betting that it has something to do with the challenge question posed after providing login credentials.

* Bank: Capital One (formerly Hibernia)
* URL: https://onlinebanking.capitalone.com/capitalone/
* Uses challenge questions: Yes

It should be noted that I am not having any trouble whatsoever getting into my account from the Capital One website; I only experience problems (i.e. consistent failure) when attempting to add my account to Mint.

[mkoby]

I am having the same issue and if I had to guess, I would think that it is the challenge question that comes up occasionally after logging in.

In order to really get the most out of Mint, I need to be able to add my primary checking account at Capital One. Without it, this kind of becomes pointless.

[blackcoat]

I'm in the same boat as far as Mint's usefulness to me goes.

I've noticed that Mint never finishes the username & password check (stage 2) when adding a Capital One account, and most of the time, it does not even finish establishing a secure connection.

Are the Capital One options geared toward people who have Capital One credit cards instead of people using Capital One for personal banking? Could that be why these connections fail continuously?

[tjboudreaux]

I've been asking for help on this and have never received a response, except for the automated, "we recieved your email. ...".

[CArringt]

Still the same thing today. Has anyone received a response about this issue? That isn't automated?

[blackcoat]

No, I haven't received a response either. Though it seems that more people are experiencing the same problem and started a duplicate of our thread here:

http://forums.mint.com/showthread.php?t=1066

[olonwe68]

I'm at least getting a different error message with Capital One direct banking today. It keeps saying I have the wrong username and password, when I don't and can log in directly to online banking with no issues.
It actually did go through one time and said it was downloading transactions, but then it stopped and left just an empty box labeled Capital One savings products, with no accounts or information in it :p

Edit: Make that twice now. It gets to downloading transactions and stops with an empty box, rather than showing my balance.

[CArringt]

Yep, getting a new error. Wrong username and password

http://farm2.static.flickr.com/1403/1459853807_31d6994ef1_o.png

[Gradinko]

Yep, I am experiencing the exact same thing. Let me log in once, but never showed me my transactions. Now its saying my password is incorrect again. I guess maybe we're getting some progress? :)

My heart goes out to the dev's. I'm a software developer myself and I know the pain of putting an app into production. Nice to see they're addressing these types of issues quickly.

[Buck]

This is happening because the ajax request is actually posting login information (in the clear) to this url:
https://service.capitalone.com/cgi/Home?Login

Which is the POST URL for the Capital One credit card services login and not the POST URL for the checking account division. I'm not sure if they're working on this or not, but I'm getting a little bored of checking every day :p

[CArringt]

I'm not sure if they're working on this or not, but I'm getting a little bored of checking every day :p

MINT!!!!!! At least let us know that you're aware of the problem

[whiplashchick]

i think i know the problem with Capital One Direct Banking.

They have security questions in addition to a password. since we can't setup Mint.com as an authorized computer, capitalone is asking for the answers to the security questions. mint.com can't/doesn't have a way for us to enter these.

sorry if this has already been brought up...

[Buck]

This is happening because the ajax request is actually posting login information (in the clear) to this url:
https://service.capitalone.com/cgi/Home?Login

Which is the POST URL for the Capital One credit card services login and not the POST URL for the checking account division. I'm not sure if they're working on this or not, but I'm getting a little bored of checking every day :p

Bump because this is still the issue. Any updates from the Mint guys or should I give up? Maybe I should have picked MArrington as my username for the forum.

If you need any help I'll be happy to do what I can.

[mikebuck57]

This is still dragging on. Let's go! TC40? Come on, how about some respect and answers here. Buck offered to help out, take him up on the offer!

Strike 2 against Mint, like the idea, like the interface, but the support for issues like this show that you aren't ready for primetime.
:mad:

[zaf]

same problem here

[Damon]

As I mentioned in other threads, our customer service load is heavy now & I don't have as much time to be active in the forums as I would like to be.

Capital One is apparently giving us some issues on some accounts (banking & not credit card). If I have an update on any bank, I will post it out here as I've done in the past. I can't post on a change if nothing has been changed, nor can I provide a status update until I am made aware of it.

I realize folks are a little frustrated with not being able to add certain accounts. The *Best* thing do right now is use our Contact Us form so we can (a) track the bank name and url as potentially problematic, and (b) so we can get back to folks by email when something improves. The forums are not a good tool for multiple bank issues.

[Ms Tycoon]

Can't log into my Capital One Account... Been trying since Launch date. Loosing Patience...:eek:

[Damon]

The only issues I've seen with Capital One have largely had to do with their banking product (we're working on it).

Note: As a reminder, other account types aren't supported yet (you may have issues trying to add money market accounts, loan accounts, etc.).

I know people are getting frustrated. But I would like to remind folks that we're still in beta. If you're having a specific bank issue, I will reach out to folks via the forums & via email (if the customer contacted us with the URL and their email address in our CRM tool). If you can't add it now, simply wait for me to post out here that it has been resolve and/or until I email you letting you know it is better.

[Buck]

As I mentioned in other threads, our customer service load is heavy now & I don't have as much time to be active in the forums as I would like to be.

Capital One is apparently giving us some issues on some accounts (banking & not credit card). If I have an update on any bank, I will post it out here as I've done in the past. I can't post on a change if nothing has been changed, nor can I provide a status update until I am made aware of it.

I realize folks are a little frustrated with not being able to add certain accounts. The *Best* thing do right now is use our Contact Us form so we can (a) track the bank name and url as potentially problematic, and (b) so we can get back to folks by email when something improves. The forums are not a good tool for multiple bank issues.

Fair enough, but the email correspondence has been fairly lousy as well. I know you're "just a beta", but if you're going to open up forums and encourage people to post, then people are going to post. If you're overwhelmed by the forum posts, then by all means close the forum down and route all customer service through your contact forms.

Some unsolicited advice: you're in the unique position of having "too many" customers and not enough support to handle it. Let me tell you from experience, finding customers is a lot more costly than keeping them. In this initial phase, it might behoove you and your team to do some damage control through nicely-worded Emails and forum posts to those who are having difficulties. A simple "we are working on it, but I'll send you an Email/let you know when it's resolved" would work wonders.

That's not what I got when I emailed the issue, and I even offered to help of several occasions. I would imagine having a web application developer who is actually a member of the bank that is having problems would be beneficial.

If you need any help or any more unsolicited advice (;)), you can contact me at matt -a-t- jotlet.net

[Damon]

Actually, I am just asking for a little understanding about the current situation...that's it. I am in the process of training some folks & the response times will get better with certain issues.

However...all add account issues aren't going to be resolved in as timely a manner as either you or I would like. It is a reality that we are all painfully aware of & we're working on.

Note: Like I've also said before, not all customers are going to have issues adding accounts (add rates are always higher than failure rates for most banks). The only problem is that it doesn't do much for the person that can't add their account (let's say 5/100 can't add). I really do empathize with them. I just don't have a workaround available...

"I would imagine having a web application developer who is actually a member of the bank that is having problems would be beneficial."

This actually wouldn't help. As our connection is done via Yodlee, we have to work with them to resolve any connection issues.

" A simple "we are working on it, but I'll send you an Email/let you know when it's resolved" would work wonders."

I already do this if I know it is a known bank issue (EverBank, Capital One, etc.) I emailed close to a thousand people when I knew bank issues were resolved for many larger banks. It is also why I am directing people to the CRM tool if they are having a specific problem adding a specific bank...I can get back to them much easier via the CRM tool than I can via straight email. I also will do this with bug issues.

Like I've said in numerous posts before, I realize that people are getting somewhat frustrated with not being able to add certain accounts (understand & empathize). But I will tell folks when something is better & we will make attempts to reach out to them if it is resolved.

The primary goal for the forums is to (a) let people find answers to FAQs, (b) make product suggestions, and (c) to get updates on bug issues.

[susandennis]

Sadly the Capital One Banking problem is a showstopper for me. I'll keep my eye on this forum in hopes of see the 'all fixed!' post. Mint has amazing promise. Thanks!

[Buck]

Actually, I am just asking for a little understanding about the current situation...that's it.


Customers that are getting frustrated with their bank not working are customers that are very interested in your product. Take it as a compliment.



Note: Like I've also said before, not all customers are going to have issues adding accounts (add rates are always higher than failure rates for most banks). The only problem is that it doesn't do much for the person that can't add their account (let's say 5/100 can't add). I really do empathize with them. I just don't have a workaround available...


Just to let you know, the failure rate for Capital One banking customers is going to be 100%, since the POST request is being sent to the wrong URL entirely.



This actually wouldn't help. As our connection is done via Yodlee, we have to work with them to resolve any connection issues.


This speaks volumes, actually, and explains quite a bit about the disconnect between the customer service and the development. You're in a tough position, so good luck to you and your support team. I hope to enjoy your product soon!

[mikebuck57]

.. So I check back 2 weeks later, thanks for the reply on the issue, but still no resolution?

Beta? Come on guys. How about some responsiveness? Depending on a third party is troubling, given the information you are storing for us. I am not getting a good feeling about all this.

Too bad, but you just fouled off another pitch.

Go SOX!

Mike :eek:

[Buck]

Au Contraire (did I spell that even remotely correct?)

Capital One is now WORKING. :D:D:D:D

For Capital One Checking you must select "Capital One Savings Products"... it pulled in all 3 of my accounts (2 money market, 1 checking) flawlessly!

Now I'll be able to use this program! Hope it was worth the wait!

[Damon]

Glad to hear that it worked for you. I will try to check with some other customers to see if it is working for them now as well...

[CArringt]

Glad to hear that it worked for you. I will try to check with some other customers to see if it is working for them now as well...


YAY!!!!!!!!!!!!!!!!! It's working. How long has that other option been there?!?! You may want to re-lable those choices. Even when you're signing in to the regular "Capital One" link it doesn't say anything about credit card only and it says "Sign up for Online banking " At the bottom. The other choice doesn't sound like it has anything to do with online banking either, but rather saving account.

I'm glad this is working, but for future please label you services correctly.

Thanks for getting this working for us.

[Beaker]

So, how did you get this to work? I only have one option (versus several for accounts like Chase) to add a Capital One account. Similar to others on this forum, my information is for access to Capital One Banking, not credit card.

[Buck]

When adding an account, filter by the word "capital one" and you should see a bank listing called "Capital One Savings Products". Put in your online banking username and password there, and it will pull in your checking information as well as any savings accounts you have open with them.

[raven0813]

Just to help clarify for the others, Capital One is all one word when looking for online banking. "CapitalOne Savings Products".

[Damon]

How many of you have had success doing this? I would like to make sure it works before contacting xx number of folks that had the same issue. If I get more than 3, then I will assume it is fairly safe to go ahead and contact them with your tips.

P.S. I love it when customers figure something out that I couldn't. As you all actually spend more time with the live site than I do, you will often be able to point me to issues that we're not aware of (bugs, etc.).

[susandennis]

Sadly, still no joy here. I have found and tried Capital One Savings products. This morning, I tried once more. Using credentials that work fine on the Capital One website, I get 'incorrect userid/password' on Mint. (This is for Capital One banking.)

[Damon]

I wonder if there's more than one account that could be considered a savings product & only one of them is actually supported...

[fgurtler]

My checking account and two money market accounts pulled in ok.

Thanks so much for bringing this to my attention! =)

[Damon]

We also filed a bug to rename that particular product to "Checking and Savings Products". This should make it more intuitive for folks...thanks for bringing it to our attention.

[CountdeMonet]

The above steps finally worked for me! Yay! It just seems odd that it worked flawlessly in Yodlee but not here in Mint until now. I'm glad it does b/c mint has a much nicer interface and features!

[planetes42]

CapitalOne and Capital One are two separate entities in Mint.com (and maybe in real life, I dunno). In any case, I had to search for "capitalone" in order to add my account, even though it *looked* like everything was going as planned when I searched "Capital One"

This got mentioned in this discussion and was the solution to my problem. It would be nice if this was brought up when trying to add the bank.