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Help & info

Just type in your query, or have a look at the list of popular questions below.

How we protect you

  • How does Verified by Visa (VbV) work?

    Verified by Visa (VbV) is added protection against online card fraud. It uses a VbV passcode or memorable name to confirm you are the authorised card holder.
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  • Does the Verified by Visa (VbV) service use cookies?

    Does the service use cookies?
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  • What is Automated Messaging?

    Our automated messaging service quickly and efficiently verifies potential fraudulent payments made on your account.
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  • I have received a text message asking me to confirm a transaction, how can I be sure this is from you?

    A text message from us, to confirm suspicious activity, will come from 07480 357003 or 07480 357005. We'll never ask you for any personal or security details.
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  • I don't shop online, why do I need a Verified by Visa (VbV) passcode?

    I don't shop online, why do I need a Verified by Visa (VbV) passcode?
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  • How will the online retailer know that my card is protected by Verified by Visa?

    Participating retailers will automatically recognise that your card is protected.
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  • Where can I shop with Verified by Visa (VbV)?

    Participating retailers will usually display the Verified by Visa logo.
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  • I have forgotten/locked my Verified by Visa passcode, what should I do?

    You may be able to reset your passcode within the VbV window, or if not, speak to us on chat, send a secure message or call us on 03457 212 212 and we'll reset it for you.
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  • What is a Card Reader?

    A Card Reader is part of our ongoing commitment to making your Online Banking experience as secure as possible, it's easy to use and you will be prompted while logged into Online Banking when you need to use it.
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  • How do I use my Verified by Visa (VbV) passcode?

    Wait for the prompt, then register or enter the characters as requested. You’ll normally be asked to enter a selection of characters, rather than your entire VbV passcode or memorable name.
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  • I have not been prompted to register a Verified by Visa (VbV) passcode, why could this be?

    I have not been prompted to register a VbV passcode. Why could this be?
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