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 will send you a text message containing a unique code.
3. We ask you to enter the code into the Visa Secure message box to confirm it’s you.
4. You’ll then be able to 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 you don’t need to do anything.

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

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

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

Some network providers might charge for receiving abroad. Please check with your network provider.

Unfortunately, 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/assist which can improve the chances of receiving a text message.

You can request the code to be re-sent up to 3 times.

If unsuccessful, contact us

If you don’t receive a text message, it could be that we don’t have the right mobile number for you or you don’t have any signal.

If you can, please call us 0800 464 3053 (UK) or +44 1793 774 100 (abroad) between 8am and 8pm, and we’ll help you make the payment.