Using your card online

When you use your card online, you can be asked for some additional information to verify it’s you making the payment. It’s known as Visa Secure.

On this page:

How Visa Secure works
How to check and update your UK mobile number

How Visa Secure works

Visa Secure is part of a regulation that all banks in the UK adhere to, and it’s called Strong Customer Authentication.

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.

Never share your code with anyone, not even us. We will never ask for it, but a fraudster will.

Previously, you may have entered a Visa Secure password but you no longer need to do this.

What to do if your payment is blocked

Your payment may not be authorised and your card may be blocked if you enter the one time passcode incorrectly too many times.

To reset it, call us on:

03457 212 212 for current accounts
0345 600 6000 for credit cards

You can also visit us in branch.

How to check and update your UK mobile number

The easiest way to update your UK mobile number is through our mobile app or online banking services.

If you do not have a UK mobile number or mobile phone signal where you live, contact us to discuss your individual circumstances.

Update your number in our mobile app
1. Log into the app.
2. Select More in the bottom right corner while you're on the main accounts screen.
3. Select My settings and details.
4. Select Personal details.
5. Select Edit on the mobile phone number you'd like to update.
6. Once updated, select Save.
We'll ask you to verify the change by using your fingerprint, passnumber, or facial recognition.

Please allow one business day for your phone number to be updated.
Update your mobile number in online banking
1. Log in to online banking.
2. Select My details from the main menu.
3. Select Phone numbers.
4. Click on change next to the number you want to change
5. Enter your number (your mobile number needs to be a UK mobile number)
6. Click Save.
You’ll need to enter your password, 6-digit security code and a verification code we will send to you. It's important that you never tell anyone your verification code.

When changing your contact details in online banking, we will send a verification code to the contact details we currently have for you, not your updated details. Please allow one business day for your phone number to be updated.

When we send a verification code in online banking, we’ll tell you in the message what the code is for. If you ever receive a code you were not expecting, or if the code is for a different transaction, contact us on 159.

If you are unable to receive a verification code, you can call us on 03457 212 212 to update your contact details. Lines are open 8am to 6pm Monday to Friday, 9am to 5pm Saturday and Sunday. Call charges
Visit us in branch

You can also check and update your mobile number by visiting us in branch.
Call us to update your number

You can call us on 03457 212 212.

Our phone lines are open 8am to 6pm from Monday to Friday and 9am to 5pm on Saturday and Sunday. Call charges.
Updating the details of additional credit card holders

If you have an additional cardholder, as the main card holder you are responsible for giving us their current UK mobile number by sending us a secure message in online banking, or by calling us on 0345 600 6000.

Lines are open Monday to Friday 8am to 6pm, Saturday and Sunday 9am to 5pm. Call charges.