Changes to online shopping – frequently asked questions
Read answers to frequently asked questions, including information about making online shopping more secure.
- 1. Jump to What is ‘Strong Customer Authentication’?
- 2. Jump to Why are we adding these extra checks?
- 3. Jump to How will this make online shopping and banking more secure?
- 4. Jump to How do I prepare?
- 5. Jump to Will my phone number be used for any other purpose?
- 6. Jump to Will I be able to make a payment if I don’t have a mobile phone?
- 7. Jump to What happens if I don’t have signal or network coverage?
- 8. Jump to What ways can I verify myself?
- 9. Jump to When I logged in, I was asked to ‘trust this device’. What does this mean?
- 10. Jump to Why can’t I log in to Online Card Services?
- 11. Jump to I had already trusted my device, why is it asking me to trust it again?
- 12. Jump to My contact details are missing or incorrect.
What is ‘Strong Customer Authentication’?
From 14 September 2019, a new EU regulation means that all credit card providers need to provide an extra layer of security for their customers. It’s called ‘Strong Customer Authentication’. For you, it means more protection when you’re shopping and managing your card online. It will involve extra checks to prove it’s really you. This will help keep you safer from online fraud.Back to top
Why are we adding these extra checks?
An extra layer of security makes it harder for fraudsters to target your online accounts. All credit card providers will have to provide these extra checks.Back to top
How will this make online shopping and banking more secure?
Most people use passwords as way of proving it’s them. Sadly, passwords can be guessed or stolen by fraudsters. So we’re adding a second layer of security to check it’s really you, and make it harder for anyone else to. There are three ways you can verify yourself:
1. “Something you know” – this is a piece of secret information that only you know, like your password.
2. “Something you have” – this is a device you own, like your mobile phone or card reader.
3. “Something you are” – this is something that is unique to you, like your fingerprint.
You’ll need to provide two of these three ways to verify it’s you. This is called ‘two-factor authentication’.Back to top
How do I prepare?
To make sure you’re ready for the extra security checks, there are a few things you can do:
1. Check and update your phone number. We need your number to text a passcode to your mobile, or call your landline. You can do this by logging in to Online Card Services or by calling us.
2. When prompted, you can trust your device. Trusting your private and secure computer, laptop, tablet or mobile means we’ll know it’s you who’s logging in.
3. Download our Card Services app. This already uses extra security checks and is one of the fastest and most secure ways you can confirm it’s really you.Back to top
Will my phone number be used for any other purpose?
No. Apart from texting passcodes to your mobile or calling your landline to verify yourself, we’ll only ever use your number for what you’ve already given us permission to. This includes things like your marketing preferences and mobile alerts.Back to top
Will I be able to make a payment if I don’t have a mobile phone?
There are other options to verify your payment. If you don’t have access to a mobile phone, you can use a landline number instead. If you have a tablet, you can use the app. Just make sure you have the appMobile services - Apps and any phone numbers registered with usCheck and/or update your details, first.Back to top
What happens if I don’t have signal or network coverage?
If you’re in an area with bad signal or network coverage, you can verify yourself in other ways.
- You can wait until you have signal and try again.
- If you have a landline number, we can call that instead.
- If your phone or tablet has WiFi, you can use the app to verify yourself.
Just make sure you have the appMobile services - Apps and any phone numbers registered with usCheck and/or update your details, first.Back to top
What ways can I verify myself?
There are a few ways you can verify yourself when logging in or paying for things online. You can:
- use the app
- get a text message with a passcode sent to your mobile
- get an automated call to your landline or mobile
- use a trusted device (when logging in)
To use any of these methods, please make sure you have the appMobile services - Apps and any phone numbers registered with usUpdating your details, first.Back to top
When I logged in, I was asked to ‘trust this device’. What does this mean?
If you choose to trust the device you use to log in (like your home computer, laptop, tablet, or mobile), it means we won’t need you to go through the extra security checks the next time you log in. You should only trust devices that are secure and aren’t used by people you don’t know.Back to top
Why can’t I log in to Online Card Services?
If you don’t have a mobile phone or landline number, and you usually access your Online Card Services account through a public or friend’s computer, so you’re unable to trust the device you’re using, you won’t be able to log in to Online Card Services. You will need to call us for your account information.Back to top
I had already trusted my device, why is it asking me to trust it again?
If you’ve trusted your device, but have cleared your browser data, for example you’ve cleared your cookies, cache or browser history. Or, you’re using a new browser you will be prompted to trust your device again.Back to top
My contact details are missing or incorrect.
If you haven’t registered a mobile or landline number, or your number is incorrect, you will need to call us to update them. We’ll need to text a passcode to your mobile or call your landline, so it’s important that these are kept up-to-date.Back to top