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Online card security

As part of regulations to protect you from increasing levels of fraud using the Mastercard^® Identity Check™ and Visa Secure scheme, you'll be sent a number code (a 'One Time Passcode') on a text message straight to your mobile phone. You'll need to enter this at the online checkout if you're asked, to let us know it's you making the purchase.

Frequently asked questions

Why do you need to send me a One Time Passcode?

We'll send a One Time Passcode to confirm it's you when you make some online purchases – it's an important part of keeping you safe when you use your card online. It can only be used for a single purchase and you'll need to input the 6-digit code on the Mastercard^® Identity Check™ screen or Visa Secure screen – please don't share it with anyone.

Why haven’t I received my One Time Passcode?

Please check we have your correct mobile phone number. There could also be problems with your mobile network signal. If your number is correct, select the 'Resend OTP' button on screen – you can do this 3 times. If this still doesn't work, please contact us anytime on 03 456 100 100.

What should I do if the mobile number shown on screen is wrong?

Will I be charged for receiving One Time Passcodes by text message?

I’m an additional credit cardholder, how will I receive a One Time Passcode?

I’m a joint account holder with a debit card, how will I receive a One Time Passcode?

I’ve got a replacement card, do I need to do anything?

How long after I update my mobile number will I be able to use my card online?

Why am I getting an error message when I input my One Time Passcode?

There could be various reasons for an error:

the One Time Passcode you’re using is incorrect. Check the four digit or letter reference ID (eg, either 1234 or ABCD) shown on your text message matches the one on screen and that the One Time Passcode contains only numbers
you may have used up all your attempts or the One Time Passcode has expired. If so, you'll see a message on screen and you'll need to restart the payment process.

If you need any help, please contact us anytime on 03 456 100 100.

Will you use my mobile number to contact me for anything else, eg marketing?

We'll use your mobile number to send you One Time Passcodes when we need to check it's you making an online purchase. We may also use it in line with the Terms and Conditions you've agreed to and any marketing preferences you've chosen with first direct.