3D Secure | One-time Passwords | Credit Cards

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Credit cards
3D Secure

What is 3D Secure?

3D Secure is a security feature that helps us to check that it's really you when an online purchase is made on your card.

When you buy something online, you may receive a one-time passcode to the mobile number or email address that we hold for you. To complete your purchase, simply confirm your passcode when prompted.

This feature replaces the Verified by VISA / Visa Secure and/or Mastercard ID Check password which you may have used in the past.

How it works

3D Secure helps keep you safe by generating a one-time passcode that can only be used for a single purchase.

If the merchant you are using to make on online purchase supports Verified by VISA / Visa Secure and/or Mastercard ID Check, we will send you a new passcode via email and SMS.

This one-time passcode is only for use with Verified by VISA / Visa Secure and/or Mastercard ID Check. You should never share it with anyone, not even bank staff.

Your one-time passcode will be valid for 10 minutes from the time of generation. If you fail to enter the passcode within that time frame, you will receive an error message. You may be able to request to have a fresh code generated, or you may need to restart the payment process.

Because this process relies on us sending information to your email address and/or mobile phone number, it is important that you advise us if either of these details change, or your online purchases may be declined.

How to get started

Make sure your contact details are up to date. You can update your mobile number or e-mail address by sending us a secure message on public online banking. Please allow us 48 hours to update your contact details. If you need a One Time Password immediately, please call the Call Center at 441-299-5518 for assistance.
Follow the onscreen instructions. You don't need to register to use One Time Password.
When you are prompted, check that the mobile number and e-mail we have for you are correct. If they are, select the method that you would like to use to receive your one-time password. If you are in an area with limited signal, we suggest selecting to receive the passcode via e-mail.
Enter the passcode that you have received on the Verified by VISA / Visa Secure and/or Mastercard ID Check 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.

FAQs

If you are a joint account holder or additional account holder, simply select your registered mobile number or e-mail when prompted. All account holders will require an individual one-time password, so it is important that we have an up to date mobile phone number and/or e-mail address for all card holders.

There could be a few reasons why you may be seeing an error message when entering your one-time passcode - we'd recommend you check:

the passcode you're using is the correct one. Please do not enter the 6-digit reference number shown on your text message and/or email
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

If you've tried all of the above and you're still having difficulty completing your purchase, please call us on 441-299-5518 and we'll be happy to help.

These changes are part of an industry-wide security improvement to make online purchases safer. We're moving away from entering characters for your Verified by VISA / Visa Secure and/or Mastercard ID Check transaction to a one-time passcode sent by text message or email, 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.

No - a replacement card doesn't affect the Verified by VISA / Visa Secure and/or Mastercard ID Check process. All you need to do is make sure we have your up-to-date mobile phone number and/or email address.

No - to use Verified by VISA / Visa Secure and/or Mastercard Check and one-time password, you just need a device you can use to make an online purchase (for example, a laptop or tablet) and a mobile phone and/or email address that can receive text messages by SMS / email.

We can deliver the one-time passcode to most overseas mobile numbers as long as it is recorded correctly on our system. If you experience any problems in receiving the one-time passcode while you are abroad, please call us on 441-299-5518.

You can update your mobile phone and/or email number by calling us at 441-299-5518. Once you've done this we'll be able to send you a one-time passcode by text message or email if we need to verify it's you making an online purchase.

What do I have to do if I am a joint account or secondary account holder?

What happens if I get an error message when I input my one-time passcode?

Why have you changed to one-time passcodes instead of static passwords?

I’ve got a replacement card, do I need to do anything to still receive one-time passcodes for online purchases?

Do I need a particular device to use 3D Secure?

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 / Mastercard ID Check screen are wrong?