FAQs

For Consumers

For Retailers

Why are these services being introduced?

To help make online shopping more secure for companies and customers.

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What if I don't shop online?

You can still sign-up, and by doing so you can help prevent other people from shopping online using your card details.

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Which banks offer the service?

Most UK banks are already signed up, and more are joining all the time. If in doubt, contact your bank or card issuer.

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Does it work with all my cards?

You can register all your cards - credit and debit - so long as they feature the logo for either Visa, MasterCard or Maestro (which uses MasterCard SecureCode).

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Which retailers are registered?

Over 50,000 retailers are already providing the service and more are signing up all the time. For more details of participating retailers, visit:

http://www.visaeurope.com/

http://www.mastercard.com/

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Where can I sign-up?

You can register by visiting the website of your bank or card issuer, or by going to one of the following two sites, depending on your card:

Sign up with Visa

Sign up with MasterCard/Maestro

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What if my card issuer isn't participating?

If your card issuer isn't participating, you cannot sign-up. Do note, however, that even if your card issuer does not mention MasterCard SecureCode or Verified by Visa on their website, it does not necessarily mean they are not participating - they may have launched one or both services under their own branded name. If in doubt, we recommend that you ring or email them with an enquiry.

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Can I opt out of these services?

In order to protect your card, you are strongly encouraged to sign-up. Even if you do not shop online yourself, registering will make it much harder for somebody else to use your details fraudulently. Your card issuer may make signing up mandatory, for these very reasons.

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Is the service itself secure?

The service is highly secure. All transactions take place on highly secure sites protected by advanced encryption, and only you and your card issuer ever know your password and Personal Assurance Message (PAM). Neither your password nor your PAM are ever revealed to retailers - or to anyone else.

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What happens when my card expires?

Nothing. Your protection continues as before, and there is no need to re-register when you receive your new card.

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Can I still purchase from non-participating retailers?

Yes - simply follow the regular checkout process.

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What if I forget my password?

If you forget your password while shopping, click on 'Forgot your password, click here' and enter your login name and registration information as requested. You can then create a new password and complete your purchase.

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What if I'm asked for my password but not shown my Personal Assurance Message?

Please don't continue and don't enter your password. Send us an email, including as many details as possible - in particular the name and URL (www address) of the site and we'll investigate as a matter of urgency.

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What are MasterCard SecureCode and Verified by Visa?

They are two systems that help combat fraud by providing greater protection to your customers when they shop online. Both operate in an identical manner - one applies if you accept Visa cards and the other if you accept MasterCard or Maestro branded cards.

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How do MasterCard SecureCode and Verified by Visa work?

Cardholders firstly need to register for these services. This can be undertaken before shopping (by cardholders visiting the card issuer's website) or whilst buying goods at your site (known as "Activation During Shopping"). Customers shop at your site as usual and are still asked to enter their card details during the checkout process. However if they have registered for MasterCard SecureCode or Verified by Visa then they will be prompted for their password and the transaction can then be authorised and approved.

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How does it impact online shopping?

The extra steps takes only a matter of seconds and customers experience no significant disruption to the usual sale process. Like chip and PIN, customers recognise that this change provides them with greater security.

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How do I benefit?

By providing these services, you will no longer be liable for most e-commerce cardholder denied transactions (regardless of whether or not your customer has enrolled). Picking up the bill for less fraud and having fewer disputed transactions leads to savings on the bottom line. Also as concerns over card security are a significant barrier to online purchasing, improving security may result in increased online shopping.

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What is 3D-Secure?

3D-Secure is the technical name covering both MasterCard SecureCode and Verified by Visa and refers to the underlying protocol and standard.

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What software do I need?

The process is controlled by a piece of software installed on your website known as a Merchant Plug-In (MPI). The plug-in application is typically provided by a technology vendor and integrated with the your e-commerce server. It communicates directly with MasterCard and Visa and processes all the necessary messages.

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