A smarter way to approve your online purchases
New Strong Customer Authentication (SCA) regulations will add an extra layer of security at checkout making it even safer to shop online.
How it works
You'll still be able to pay for your shopping using your debit or credit card, but now we'll ask you to confirm your identity through Visa Secure or Mastercard Identity Check. You can do this in our App, using Face ID, your fingerprint or security details.
If you don't have our App, don't worry, you’ll still be sent a one-time passcode but we’ve also added an extra layer of security using behavioural biometrics to help us confirm it’s you. To make sure you and all cardholders get your passcodes, please check your phone number is correct.
The web pages you see when making a payment may look slightly different from the mobile screens below.
Download our Mobile App now
Using our Mobile App is the most secure way to authenticate your payments, without the need for one-time passcodes.
What to do when you're asked to authorise a payment
- When you pay for something on a website or app, occasionally you'll be asked to authorise your payment in our App. You'll have 10 minutes to do this before the payment times out.
- If you have push notifications turned on, we'll send a message to your mobile device asking that you authorise the payment. Tap on the notification to be taken straight to the in-app authorisation page.
- If you don't have push notifications switched on you can just tap on our App from your phone's home screen.
Confirming your payment
- Check you're happy with the amount of your purchase and that the card you're using is right.
- If you want to go ahead, just select Authorise. Or if you need to, you can cancel or report a suspicious payment from here too.
- You'll confirm your identity using your preferred log in method.
- Now select Done and go back to the retailer's website or app.
Completing your payment
- Now you're back on the retailer's website or app, select the I've authorised the payment button.
- The retailer will let you know you've successfully made your order.
Behavioural Biometrics information
What if I don’t have our App?
If you don’t use our Mobile App, to improve the security of your purchases we’ll send you a one-time passcode and also use something called ‘behavioural biometrics’. This helps us make sure it’s you making the purchase. The one-time passcode is still a secure code we’ll send to confirm it’s you.
What are behavioural biometrics?
Behavioural biometrics look at the unique ways you interact with your devices when you verify your identity while making an online payment. We’ll use things like the way you move your mouse, the speed you type and swipe. We’ll look to build up a profile of you over time which can help us check it’s you and not someone else making the purchase.
We only use this information to help protect you and don’t access or share any private data held on your device.
Why behavioural biometrics?
To meet our SCA requirements we use behavioural biometrics to make sure all of your online payments are as secure as possible to protect you from fraudsters making a payment using your card details. Fraud is on the rise in the UK and fraudsters often trick people into handing over their security information.
Behavioural biometrics do not require you to remember a password that can be mistakenly given to fraudsters, instead it allows us to build up a profile so that we can recognise it’s you without any effort on your part. The more confident we can be in authenticating your payment, the safer you are.
Where can I find out more?
Our privacy policy gives more detail about how we use behavioural biometrics and our lawful grounds to process this data for this purpose.
Have more questions?
Get the answer you need by asking a question in the Community, a place to search for answers and find support, as well as ask questions and share knowledge with other customers.
Contact us, we're here to help
If you'd rather speak to someone, that's not a problem. Call our UK-based customer team on 0345 300 3511* or add 18001 to the start for Relay UK. Our technical helpdesk lines are open 8am to 10pm, seven days a week.
*This number may be included as part of any inclusive call minutes provided by your phone operator.