Visa Secure - Frequently Asked Questions

High Level

Why am I being asked more often to authenticate transactions with a One-Time Passcode?

The revised Payment Service Regulations (PSRs) have introduced a common set of standards around the authentication of payments called Strong Customer Authentication (SCA).  To comply with these regulations, you will be asked more frequently to enter a One-Time Passcode (OTP) to complete the transaction.

How do I register to receive a One-Time Passcode?

You are not required to register for this service as the bank will automatically enrol your card details.

How will I receive my One-Time Passcode?

When completing an online transaction that requires authentication, you will be prompted to select a delivery channel.  It will be up to you to choose either the registered mobile phone number or the email address that the bank holds for you.

What happens if I do not receive the One-time Passcode?

You can ask for another OTP to be sent.

I have not received my email containing the One-Time Passcode.  What should I do?

Check your SPAM filters / folder to see if it has been directed there.  If not, we suggest you order a second OTP and consider changing the delivery channel.


Low Level

The name and logo have changed.  Is this website safe to use?

Yes, the Verified by Visa programme has been rebranded as Visa Secure to emphasise the security of using your Visa card online.

What are the benefits of authenticating transactions using Visa Secure?

It allows you to use your C. Hoare & Co. Visa card for secure internet shopping. Also, any online merchant participating in the service must be a legitimate commercial entity.  

Will I always be asked to enter a One-Time Passcode?

Not every online transaction will require the submission of an OTP. Whether an OTP is requested depends on factors unique to that transaction. 

How will the merchant get my details to send the One-Time Passcode to me?

The merchant will not have your details; the service is provided by a third party on the bank’s behalf.  They will have been provided with your card number, email and phone number, but no other data.

What happens if the bank does not have my up-to-date details?

Please call the bank and speak to your relationship manager or to one of their colleagues.  They will be happy to update your details.

Can I have more than one mobile number or email address registered for One-Time Passcodes?

No.  To avoid confusion, we will be registering just one email and one mobile phone number for each customer.

Can a One-Time Passcode be sent internationally?

Yes, we can send an OTP to your mobile abroad, or to an internationally registered mobile device.

If I have more than one card, do I need to supply the details more than once?

No, the service looks at the cardholder’s record, not the card.

Will I have to authenticate any transactions by anyone else with a card on my account?

No.  However, if we do not have details of the cardholder, they will not be able to complete the transaction.

Do I have to pay for Visa Secure?

The bank provides the service free of charge.  However, you may incur a fee for receiving a text message, depending on your mobile carrier.

I have been asked to forward the One-Time Passcode to someone else. What should I do?

Under no circumstance should you ever forward your OTP to anyone else.  There is no scenario in which anyone would have a genuine need to ask for the OTP.  If this happens, cancel the transaction and contact the bank immediately.