Paying for your online shopping is changing
Your contact details need to be up to date
We use two-factor authentication to verify it's you when you make purchases with your card online. It's the banking industry's way of double-checking it's really you.
To help protect you against fraud, we are strengthening how we use two-factor authentication and changing how you complete online card purchases. This is also supported by regulatory changes taking place called Strong Customer Authentication (SCA).
So you can continue to complete purchases with your card online, your contact details need to be up-to-date.
How it affects you
When you use your card online
To complete your purchase, you'll verify yourself in a different way and probably more often.
This is so we know it's really you making the payment.
How you can verify it's you
When shopping with your card online you will receive a verification code by text message and be asked for your password, which you currently use today when making online card purchases.
The changes won't be happening just yet. We will let you know nearer the time how this will impact you if you don't have a mobile phone. Until we notify you, you can use your card to make purchases online as you do today.
How you can check/update your details
If your business account has any debit card, charge card or purchase card holders, we'll need their UK mobile phone number; otherwise they won't be able to use their card online.
They'll need to have access to any mobile phone number they provide when making online card purchases, so that they can receive their verification code.
If you are an account signatory:
You can provide your own and any other card holder's mobile phone numbers over the phone (including debit cardholders who have no other permissions on the account).
If you are an authorised user, a charge card holder and/or purchase card holder:
You can only provide a mobile phone number for your own card over the phone.
If you are neither:
You will need to ask an account signatory to call us and provide your mobile phone number.
To provide cardholder's contact details please call us on:
03457 213 213 - for debit cards
0345 606 6701 - for charge cards and purchase cards
Lines are open 8am to 8pm Monday to Friday, 9am to 12pm on Saturday (call charges may apply)
Do you have a question?
Important information about our call charges
If you’re calling from the UK, calls to 0800 and 0808 numbers are free from landlines and mobiles; calls to 03 numbers cost the same as calls to numbers starting with 01 and 02; calls to 0845 and 0870 numbers cost 3p per minute, plus your phone company’s access charge; calls to 0844 and 0843 numbers cost 7p per minute, plus your phone company’s access charge. Charges for calls made outside of the UK will be determined by your local provider.
Calls may be monitored or recorded for security and training purposes.
How we keep your banking secure
We're committed to making your banking experience as safe and secure as possible.
- We use advanced encryption technology to stop unauthorised users from reading secure information
- We have a range of fraud detection systems and regularly monitor your accounts for suspicious activity
- Your token provides you with an additional layer of protection when you bank online that helps us to protect your accounts
- We will never call you out of the blue and ask you for your security information to assist you with registration for online banking
- Never share your PIN, Token or verification codes with anyone. We will never contact you and ask you for these
- Never allow anyone to access your device remotely
- Our fraud guarantee helps you recover money taken in fraudulent activity in the unlikely event you fall victim to fraud
Contact us
If you'd like more help & information, you can:
