Using your card online
When you use your card online, you can be asked for some additional information to verify it’s really you making the payment. It’s known as Visa Secure and is part of a Strong Customer Authentication regulation that all banks in the UK adhere to.
Previously, you may have entered a Visa Secure password, you no longer need to do this.
Before a payment is approved to purchase something online, you may be asked to enter a one-time passcode that we will send to your UK mobile number in a text. So, it’s important to have a registered UK mobile number that is up-to-date.
Your payment may not be authorised and your card blocked if you enter the one-time passcode incorrectly too many times.
Please note: If you are an account signatory you need to register a UK mobile number for every card holder that needs to use their card online.
How do I register or update a mobile number?
To register or update a UK mobile number, a signatory or authorised user needs to call us on:
Debit card holders only
Debit, charge, purchasing and credit card holders
Lines are open 8am to 6pm Monday to Friday and 9am to 12pm on Saturdays. Call charges apply.
You can also visit us in branch.
Please note: If you are visiting us in branch, please refer to ‘Who can register or update a mobile number?’ before visiting us.
If you are an account signatory or an authorised user
You can provide your mobile number and mobile numbers for any other card holders, including debit card holders who have no other permissions on the account.
If you are a charge card holder and/or purchasing card holder
You can only provide a mobile phone number for your own cards.
If you are neither of these
You will need to ask an account signatory to call us to provide your UK mobile number.
How do I use a one-time passcode?
The process on the payment screen:
- You will be notified that a text will be sent to your phone
- The text will show a 6-digit code
- Enter the code into the window on screen
- Confirm that it’s been entered
- A final checkout screen will display.
One-time passcodes are a secure industry authentication standard.
Never share your code with anyone, not even us. We will never call you and ask for it, but a fraudster will.
How will you use my contact details?
We will only use your contact details for security purposes, unless you have opted in to receive marketing from us.
What happens if a card holder does not have a UK mobile phone number or does not have signal where they live or work?
To discuss the card holder's individual circumstances, please call us on:
- 03457 213 213 - debit card holders only
- 0345 606 6701 - debit, charge, purchasing and credit card holders.
Lines are open Monday to Friday 8am to 6pm and Saturday 9am to 12pm. Call charges apply.
You can also visit us in branch.
Please note: If you are visiting us in branch, please refer to ‘Who can register or update a mobile number?’ before visiting us.