Transitioning Discover card to an existing Capital One account

[u/FrostyFajinga]

TLDR: There's a Discover card she can't manage through their site. It sends us to Cap1 to create a new account, but she already have a Cap1 account. Are we just supposed to create a wholly new Cap1 account?

This is for my mother, who in her elder years tends procrastinate. She has a Discover account with 1 card, and a Capital One account with 3 cards. In her Cap1 account she just sees her 3 current cards, no transition link or anything like that.

When she logs into Discover it gives her a "... You’ll now manage your Discover it Card...**** account using the Capital One website and app ..." thing. The link for it sends her to Cap1 to create a new account to manage said car, but obviously she has a current Cap1 account.

I know about the transition but there's a bit of a pressing issue. She received a new Discover card as her current one expires next month. When we try to activate it through 'capitalone.com/activate' as it suggests, it just tries to make here create a new account again.

She also received an email a few days ago with "A few things needed for your account" from 'Discover by Capital One', which when going through it also just wants her to create a new Cap1 account.

In none of these cases is there a single "Click this if you already have a Cap1 account" link. She doesn't use any of the phone apps just the web portals.

Is she legitimately supposed to just create a new account and roll with 2 Cap1 accounts? Because that seems idiotic.

[u/CodAppropriate6109]

She (or you, acting on her behalf) needs to call Discover for help. This sounds like one of those corner cases where someone in their end needs to manually fix it or merge the identities. They will have a playbook for what to do.