As part of an industry-wide change, we’re adding an extra layer of security to help prevent fraudulent transactions when your credit card, savings account is being used online.
We may send you a one time passcode (OTP) when you make an online transaction to make sure it’s you. This includes shopping online with your credit card, logging in to online banking or making changes such as updating your personal details, adding additional card holders or making payments. If you receive a one time passcode, you’ll need to enter it on screen before the transaction can continue. If you're shopping online with your credit card and we send you a passcode, we'll also ask you for the email address you'd normally use when buying anything from a website/online. You’ll need to enter the passcode AND your email address on screen before the transaction can continue.
If we don’t have your phone number then we won’t be able to send you a one time passcode and you’ll not be able to complete your online transaction.
Check your details
So that you can continue to make online transactions as usual, you need to make sure that the phone number we have for you is correct and up to date. Please check the number you’ve given us by logging into online banking, click on My Details, then select Personal Details.
Not given us your phone number or changed numbers recently?
The easiest way to give us your phone number, or update it, is by calling us. Please visit our contact us page to find the right telephone number for your product.
For more information see our frequently asked questions below:
Using your credit card to shop online?
Why am I being asked to provide an email address when I’m buying something online with my credit card?
As well as sending a One Time Passcode (OTP), we're adding an additional layer of security to help prevent fraud on your Credit Card account. This is part of an industry wide change and will help us make sure it's you.
What email address should I enter?
You can choose which email address you give us but it must be one that's valid. It doesn't need to match one you've given us in the past but should be the one you normally use when shopping online.
What if I don’t have an email address?
You may not be able to buy items online if you don't have an email address. You can create an email address using a provider you choose and use this to shop online.
Do I need to enter the same email address, when requested, for everything I buy online?
You should enter the email address you would normally use when shopping online.
Do my additional cardholders need to use my email address if they’re making shopping online?
No. Additional cardholders should enter the email address they'd normally use when shopping online.
What is a One Time Passcode?
When you’re making a transaction online, we may need to do an extra security check to make sure it’s you. If we do, then we’ll send a 6 digit One Time Passcode to the phone number you’ve given us. This is a secure number that you must keep confidential and can only be used by you for that particular transaction. It’ll also have a time limit so it can only be used once. Once received, you enter the passcode at the prompt on screen to continue with your transaction.
Why have you introduced this?
As part of an industry-wide change, we’re adding an extra layer of security to help prevent fraudulent transactions when your credit card or savings account is being used online. We’ll be using One Time Passcodes to authenticate online transactions because they’re more effective at preventing fraudulent transaction attempts than other methods.
What if you haven’t got my phone number?
You may not be able to access online banking or service your account online, and may not be able to shop online with your credit card. So it's important that you tell us your phone number, preferably a mobile one. The easiest way to do this is by calling us. Please visit our contact us page to find the right telephone number for your product.
What if I haven’t got a mobile phone?
Don’t worry, you’ll still be able to use your card in shops and take cash out. And if you’re at home shopping online or logging into online banking, you can choose to send the One Time Passcode to your landline if we also hold this phone number on file for you.
What if you need to send me a One Time Passcode but I haven’t got a mobile phone signal?
If you don't receive the One Time Passcode because you don't have a signal, you can request another one time passcode if you can get a signal nearby. Or if you’re at home and logging in online you can choose to send the passcode to your landline if we also hold this phone number on file for you. However for some servicing activity we need to send the one time passcode to your mobile.
How do I know what phone number you have for me?
Just log in to online banking, click on My Details, then select Personal Details.
What if I have difficulty reading a mobile phone screen?
Most mobile phones have a tool to help blind or visually impaired people read their mobile phone screen. We’d suggest checking your mobile phone’s accessibility settings for screen reading and text to speech options. On most Apple devices VoiceOver can be activated and most Android devices have a TalkBack tool.
One Time Passcode questions
Will I need a one time passcode to access online banking?
We may need to send you a One Time Passcode when you log in to online banking to make sure it’s you. And you’ll need a One Time Passcode to carry out specific servicing activity such as updating your personal details, adding additional card holders or making balance transfers and money transfers.
Will this affect all of my purchases?
No. We’ll only send you a One Time Passcode when you make certain online transactions and we need to do an additional security check. It doesn't apply to any other types of transactions such as shopping in person or taking cash out.
How does this affect additional cardholders on my account?
Provided we have phone numbers for the additional cardholders, they’ll still be able to shop online using the credit card.
Will I need a one time passcode when I set up a new recurring payment, for example to a TV streaming service?
Yes, in the future we will need to send you a One Time Passcode when you set up a new recurring payment. However this’ll only happen once, at set up, not each time the payment is made. And you’ll not need a one time passcode for existing recurring payments, though you may need a one time passcode if you are making changes to these payments.