How our services are running and updates on planned maintenance

New rules have recently been put in place which means we’ll be asking you to verify online purchases on your card  more often. That'll help us check it’s really you making the payment, and make it easier for us to protect you from fraud and scams.

When you shop online, retailers may direct your card payment to a secure 3D portal which is usually a pop up in the website browser or app. This will mean that the retailer can perform the purchase in line with the new rules. Where the retailer isn’t ready to do these checks, your transaction may decline. This isn’t because your card is faulty, but more likely the retailer isn’t ready for the rules.

What you’ll need to do

We may ask you to verify payment in our app or send you a One Time Passcode by text to your mobile number. This means it’s important that your contact details are up to date, so we can contact you quickly and verify your payment smoothly. You can review and amend your contact details within the app or online banking.

We know that some retailers aren’t quite ready for this new regulation. So, if you’ve approved a payment and it is declined, contact the retailer first to see how you can make this payment securely.