What is Strong Customer Authentication?
Strong Customer Authentication (SCA) is a set of rules that adds an extra layer of security to reduce fraud when using your card online. You may know this as Verified by Visa. Visa Secure is the new name for Verified by Visa.
To meet the SCA rules, you’ll need to complete two essential steps:
- Register your UK mobile number and keep it up to date.
- Set up a Visa Secure password.
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Please note: you need to complete these steps for every card holder that needs to use their card online. If you do not complete both steps, you may not be able to use your card online.
Why do I need to use Strong Customer Authentication?
Strong Customer Authentication is a regulatory requirement that was introduced to protect customers from fraud. It is enforced in Europe under the Payments Services Directive (PSD2).
You can find out more on the FCA website here.
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The request will appear in a box that overlaps the checkout screen. It will display the Visa icon and the Co-operative Bank logo. If you enter an incorrect Visa Secure password or one time passcode, the payment will not be authorised.
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 or Visa Secure password?’ below before visiting us.
Who can register or update a mobile number or Visa Secure password?
If you are an account signatory
You can:
- create a Visa Secure password for you and any other card holders
- 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 an authorised user, a charge card holder and/or purchasing card holder
You can:
- create a Visa Secure password for your cards
- 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:
- create a Visa Secure password
- provide your UK mobile number.
What are the password requirements?
Your Visa Secure password must:
- include a minimum of 6 and maximum of 24 characters without spaces
- not include the following characters: £ ^ ~ ¬.
Choosing a strong password
To make your Visa Secure password as strong as possible, you should:
- use a combination of lowercase and uppercase letters, numbers and special characters
- avoid personal information such as names and locations
- never use letters and numbers in their natural order e.g. 1,2,3 or A,B,C
- avoid using familiar combinations of words that are personal to you or commonly used together e.g. family members’ names or phrases such as blue sky or big bang.
Tips to keep your password safe
To keep your password safe, remember to:
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Never share your Visa Secure password or one time passcode with anyone, including us
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Never write your passwords down
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Use different passwords every time you’re asked to create one
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Use an online password manager to store all your log-in details
What is the one time passcode?
A one time passcode is a combination of numbers and letters that is automatically created to help confirm your identity and protect you from fraud when using your card online.
We need to send a one time passcode to your registered mobile number to confirm that it’s really you using your card at the checkout for online purchases.
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. It’s important that you never tell another person this code, including us.
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 or Visa Secure password?’ above before visiting us.
Do card holders need to update their Visa Secure password if they receive a new card for any reason?
No, card holders can use the same Visa Secure password on the new card.
If a card holder has more than one card, can they use the same Visa Secure password for all cards?
Yes, but using different passwords for each card will give the card holder extra security.