Support

Visa Secure is an extra step in the payment process that protects you when you're using your debit or credit card to shop online.

Most of our checks will take place behind the scenes without you noticing. But there are times when we'll need to check if it's really you making the payment.

Once you've entered your card details:

1. A Visa Secure message box will appear on your screen.
2. We'll send you a text message or email with a unique code.
3. You'll be asked to enter the code into the Visa Secure message box to confirm it’s you.
4. Then select ‘Submit’ and finish your purchase.

You don't have to sign up. All credit and debit cards are covered by this service. If we have your up-to-date mobile number or email address, you don’t need to do anything.

1. Log in to the Internet Bank.
2. Select 'Manage my details and settings'
3. Select 'Change my phone number' or 'Change my email' and follow the steps

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

• You get it just after you have entered your card details online.
• It includes the last four digits of your card number.
• Your postcode is shown at the top of the email.

Some network providers might charge for receiving texts abroad. Check with your network provider.

Keep in mind, we can't send codes to landline or international mobile numbers.

Check your mobile phone signal and the mobile number we have for you.

For smartphone users in areas of poor signal, check if your network provider supports WiFi calling or assist. This can improve the chances of receiving a text message.

For email, check the address we have for you, as well as your junk or spam folders.

You can request the code to be resent up to 3 times.

If you still don’t receive the code, you can contact us

If you don’t receive a text message or email, it could be because:

1. we don’t have the right details for you
2. the email has gone into your junk or spam folder
3. you don’t have any signal.

We can help you make the payment. Just call us on:

0800 464 3053 (UK)
+44 1793 774 100 (abroad)

Lines are open 8am to 8pm every day.