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Confirming online card payments

Currently, when you use your credit or debit card online, we may ask you to confirm the payment by entering a one-time passcode we send by text message. This makes it harder for fraudsters to make payments without your knowledge. Over the next few weeks, we’ll update this process in line with Payment Services regulations.

What’s changing?

Very soon you may be asked to confirm online card payments more often. We’ll also introduce new ways to do this. 

Some of the options that will be available for you to confirm your payments include:

  • Our Mobile App with a Digital Secure Key – just log onto our App and confirm your payment with a few taps. Here's how it'll work:
  • Find out how to download our App on compatible devices.

    • Text message. We’ll send a code to your mobile phone for you to enter to verify and continue with your payment. Please ensure we have your correct mobile phone number. 

    If you have our Mobile App, you can update your mobile phone number in your ‘Profile’.

    We’ll be introducing additional changes to supplement the use of one-time passcodes later in the year.

    For customers unable to verify using these methods, we’ll be introducing an alternative solution later in the year. We’ll add more details here soon.

    Make sure you’re ready by following these steps

    1. Download and start using our App

    2. Make sure we have your correct mobile number.

    Review your mobile phone number in our App

    If you don’t have our App, please check and update your mobile number if you need to next time you call us.

    If you think you’ll need an alternative to our App or text message options to confirm online payments in the future, please mention this to us next time you call.

    Frequently asked questions