Frequently Asked Questions
Why do you need to send me a one-time passcode (OTP) for an online purchase?
We use one-time passcodes to check it’s you when you make some online purchases. This is an important part of keeping you safe when you use your card online and has replaced the Verified by VISA password you may have used in the past. When you make a purchase online, we may send a one-time passcode to the mobile number and / or email address we hold for you so it’s important you let us know if it changes. To complete your purchase, just confirm your passcode when prompted.
Why haven’t I received my one-time passcode?
If we’ve asked you to use a one-time passcode but you haven’t received it, check we have your correct mobile phone number and email address. Problems with your mobile network coverage or signal could also stop or delay you receiving it. If your contact details are correct but you still haven’t received it, please click the ‘Resend OTP’ button on screen to try again – you can do this 3 times. If this still doesn’t work, call us on Premier - +44 1534 616 313, Advance - +44 1534 616 212.
What do I use a one-time passcode for?
Each one-time passcode can only be used for a single online purchase so we’ll send a new one each time you make an online purchase. The one-time passcode is only for use with Verified by VISA / Visa Secure and you should never share it with anyone, even bank staff.
What happens if I change my mobile phone number and / or email address, how will I receive a one-time passcode?
If you change your mobile phone number and / or email address you’ll need to let us know as soon as possible, updating your details via online banking, or by calling us. If you don’t update your contact details, we won’t be able to send you a one-time passcode and you might not be able to complete your online purchase.
Can I opt out of using one-time passcodes for making online purchases?
No – Verified by VISA / Visa Secure is an important part of keeping you safe when using your card online so it isn’t optional. Payment Services Regulations mean we now need to use a one-time passcode which is designed to give more effective protection than a fixed password and it’s one less thing to have to remember. If you need any help using one-time passcodes, call us on Premier - +44 1534 616 313, Advance - +44 1534 616 212.
Will I be charged for receiving one-time passcodes by text message?
We don’t charge for sending you text messages but your network provider may charge you to receive them.
I’m an additional cardholder on a credit card, how will I receive my one-time passcode?
Your one-time passcode will be sent to the mobile number and / or email address that we hold for you. If you need to update this, please call us. As soon as you’ve updated your contact details, we’ll be able to use it to send you a one-time passcode.
I’m a joint account holder with a debit card, how will I receive my one-time passcode?
All account holders will require a one-time passcode if shopping online so it’s important that we hold an up to date mobile phone number and / or email address for each cardholder on the account. If you need to update this, you can do so via online banking or by calling us.
Why have you changed to one-time passcodes instead of Verified by VISA passwords?
These changes are part of an industry-wide security improvement to make online purchases safer. We’re moving away from entering characters from your Verified by VISA / Visa Secure to a one-time passcode sent by text message which is designed to be more effective at preventing fraud. It means you won’t need to remember your password and also ensures we’re in line with the Payment Services Regulations.
I’ve got a replacement card, do I need to do anything to still receive one-time passcodes for online purchases?
No – a replacement card doesn’t affect the Verified by VISA / Visa Secure process. All you need to do is make sure we have your up-to-date mobile phone number and / or email address.
How long after I update my mobile number and / or email address will I be able to use my card online and receive one-time passcodes?
As soon as you’ve updated your contact details with us, we’ll be able to use them to send you a one-time passcode when you’re making an online purchase.
Will I still see my personalised greeting as part of the Verified by VISA / Visa Secure?
No – your personalised greeting message has now been replaced by the new one-time passcode process so it won’t appear anymore. But don’t worry, the new process is part of an industry-wide security improvement designed to be more effective at preventing fraud.
What do I do with the one-time passcode you’ve sent to me?
If we’ve sent a one-time passcode to you, you’ll need to enter it on the Verified by VISA / Visa Secure screen when prompted. The passcode should be 6 digits long and will only contain numbers. If you input something in the wrong format, a message will appear on the screen to let you know.
Why am I getting an error message when I input my one-time passcode?
There could be a few reasons for seeing an error message when entering your one-time passcode – we’d recommend you check:
- the passcode you’re using is the correct one by making sure the four character reference identity (eg HXWB or 7425) shown on your text message and / or email matches the one on screen – this will be shown directly above the box where you input the passcode
- the passcode you’ve input is 6 digits long and contains only numbers
- if you still can’t get the passcode to work, you may have used up all your attempts or, if you haven’t input it quickly enough, it may have expired. If this has happened you’ll see a message on screen to explain and you’ll need to restart the payment process.
Do I need to register to use Verified by VISA / Visa Secure?
No – we’ll simply send a one-time passcode to you by text message and / or email address if we need to check it’s you making an online purchase – you then just need to follow the on-screen instructions. All you need to do is make sure we have your up-to-date contact details, by checking / updating your details via online banking or by calling us.
Do I need a particular device to use Verified by VISA / Visa Secure / Mastercard Identity Check?
No – to use Verified by VISA / Visa Secure you just need a device you can use to make an online purchase (eg a laptop, tablet etc) and a mobile phone and / or email address that can receive text messages by SMS / email.
Will you use my mobile number to contact me for anything else other than one-time passcodes eg marketing?
No. We’ll only use your mobile phone number to send you one-time passcodes when we need to check it’s you making an online purchase. We will continue to use your mobile phone number in line with its terms and conditions and any preferences you’ve registered with us.
What do I do if I don’t have my mobile phone with me, or have problems with my mobile signal and can’t receive one-time passcodes by text message?
What if I have an overseas mobile number, will I be able to receive a one-time passcode?
What should I do if my contact details shown on the Verified by VISA / Visa Secure screen are wrong?
You can update your mobile phone and / email number via online banking or by calling us. Once you’ve done this we’ll be able to send you a one-time passcode by text message if we need to check it’s you making an online purchase.