Note:

If you’re shopping online over the next few months, some of your payments may unfortunately be declined. This shouldn’t happen often, and it’s unlikely to be a problem with your card. Some retailers are still updating their systems for these security checks. In the meantime, you can contact them to see if you can pay in another way.

What's on this page


Why we ask you to authenticate payments

When shopping online with your Nationwide debit or credit card, you'll sometimes be asked to authenticate yourself using Visa Secure. This is just to let us know it’s really you making the payment, and the fastest way to do this is with our Banking app.

This authentication step is part of a regulation for all financial providers in the UK to help fight fraud and increase the security of your online payments.

It’s called ‘Strong Customer Authentication’. And it’s there to keep your money safe and stop scammers from using your card online.


Authenticate your payments using the Banking app

Using our Banking app is the easiest way to quickly and safely confirm your online purchases if you have a compatible smartphone or tablet.

When you’re at the checkout, we can send a secure message to your app. You can then use this to authenticate using fingerprint or facial recognition. Or you can tap in your passnumber.


Other ways to authenticate your payments

Authenticate with your card reader

If you have a debit card, you can authenticate your payments using your Nationwide card reader.

If you’ve registered for the Internet Bank and don’t have a card reader, it’s easy to order a card reader.

Not registered for the Internet Bank? Register for the Internet Bank and we’ll automatically send you a card reader.

Authenticate with one-time passcodes

These unique codes can be used at the checkout to confirm it’s really you making the online payment.

They can be sent to you by text message, email or landline, using the contact details you’ve given to us. So, it’s really important you keep your contact details and those of any additional card holders up to date to avoid any delays when shopping online.

How to update your contact details

Text messages in the UK are free, but some network providers might charge for receiving these abroad. Please check with your network provider.

You’ll know it’s a genuine text message or email from us if:

  • you get it just after you (or the joint account holder) have entered your card details online
  • it contains the last 4 digits of your card number.

Problems receiving one-time passcodes?

What to do if you haven't received a code

You can request a new code up to 3 times.

If a text message code isn’t coming through, check your signal. Or, if your network supports WiFi calling, you can try this instead.

If an emailed code isn’t coming through, refresh your inbox and check your junk or spam mailbox.

What to do if you receive a code you haven’t asked for

If you receive a code you weren’t expecting, check if your number has been used on a joint account or where you have power of attorney.

If you suspect there’s been fraudulent activity on your account, please report fraud immediately.


How to update your contact details

Make sure your contact details with us are up to date, and always let us know if they change. This will help avoid any delays when shopping online.

Using the Internet Bank or Banking app

You can update your details in the Details and Settings section of our Banking app or in the My details section of our Internet Bank (opens in a new window).

In a Nationwide branch

You can find your nearest branch using our branch finder (opens in a new window).

Over the phone

You’ll need to say or enter your customer number, account number or long number from your Nationwide debit or credit card.

7 days a week, 8am to 8pm.
Closed Sundays and bank holidays.


Take Five to Stop Fraud

Nationwide supports the industry fraud awareness campaign, Take Five. It offers straightforward and impartial advice to help everyone in the UK protect themselves against financial fraud.



To use our Banking app, your device must be compatible and run Android TM 5.0 or higher* or Apple iOS 11 or higher*. Apple is a trademark of Apple Inc. registered in the US and other countries. App Store is a service mark of Apple Inc. iOS is a trademark or registered trademark of Cisco in the U.S. and other countries and is used under license. Android and Google Play are trademarks of Google LLC. Compatible devices only. Face ID is a trademark of Apple Inc, registered in the U.S. and other countries. *Beta versions of operating systems are not supported.