Confirming your online card payment using a one-time password to your mobile or landline.
If you’ve not logged into the app recently, or if for any reason we can’t connect to the app, we’ll send you aone-time password, either by text message to your mobile or by voice message to your UK landline.
So even if you have the app, it’s important that we have a number for you, ideally a mobile number.See the section below for how toadd or update your phone details.
If we have both a mobile and landline number for you, you’ll be given the choice of where you would like the password sent. You’ll then be asked to enter the one-time password we sent you on the merchant’s site.
When we send a one-time password to your landline, your phone will ring. When you answer, you’ll need to speak to activate the message. If you don’t say anything within 10 seconds the message will expire and you’ll need to start the payment again to receive another one-time password.
And to be extra secure...
It’s in all our interests to help combat fraud, so as an additional layer of security you’ll also be asked for your email at the point of purchase. We won’t store your email, instead we’ll use biometric data analysis when you type in your one-time password and email as it recognises the unique way you type. So should anyone else try to use your debit or credit card to make an online purchase, we’ll be alerted to it because of the way they enter your details.
The legal basis for processing your biometric data is the substantial public interest of combatting fraud.
Why haven’t I received a one-time password?
There are a number of reasons why you may not receive a one-time password:
We don’t have your phone number to send a one-time password to.
If you’ve tried to make a payment online and we don’t have a phone number for you, the transactionwill be cancelled, and no money will be taken from your account.
What you’ll need to do:
You’ll need to provide your mobile or landline number to make future online card payments.Details about how you can update your phone number can be foundhere.
If you provide your number via Telephone Banking, you’ll have to wait 48 hoursbefore we’ll be able to use it to send you a one-time password.
Your phone number is invalid or incorrect so the one-time password can't be sent or doesn't reach you.
If you’ve tried to make a payment online and we don’t have a correct telephone number for you, the transaction will be declined, and no money will be taken from your account.
What you’ll need to do:
You’ll need to provide your correct mobile or landline number to make future online card payments.Details about how you can update your phone number can be foundhere.
If you update your number via Telephone Banking, you’ll have to wait 48 hoursbefore we’ll be able to use it to send you a one-time password.
Your mobile doesn’t have a signal, or the one-time password just doesn’t arrive.
What you’ll need to do:
If you don’t receive the one-time password and have a mobile signal, please start the payment again.If you don’t have a mobile signal, please wait until you have one before trying the payment again.
Make sure we have your mobile number.
We’re asking all customers to make sure we have your mobile number (or landline number if you don't have a mobile) so you can still authenticate your payment if we have to send you an one-time password.
If you’re a personal banking customer, you can add or update your details in a number of ways:
- In the TSB Mobile Banking App. Once you’ve logged in tap on the menu in the top left of the screen > Personal details.
- In Internet Banking, to log in just click on ‘Log in’ at the top of this page. Once you’ve logged in select ‘Change details’ in the top right-hand corner. You can register for Internet Bankinghere.
- If you’re registered for Telephone Banking and have a Personal Service Number you can call us on 03459 758 758 (lines are open from 8am to 8pm, 7 days a week).It will take 48 hours before we can use your number to send you a one-time password.Information about registering can be foundhere.
- By visiting your local branch. Remember to bring your debit or credit card, or other form of ID with you. You can find your local branchhere.
If you’re a business customer, you can add or update your details:
- In Business Internet Banking, to log in just visitBusiness Bankingand click on ‘Log in’ at the top of the page. Once you’ve logged in select ‘Change details’ in the top right-hand corner. You can register for Business Internet Bankinghere.
- By visiting your local branch. Remember to bring your debit card, if you have one, or other form of ID. You can find your local branchhere.
- Ifyou're registered for Telephone Banking and have a Security Number you can call us on 0345 835 3858 (lines are open 8am to 6pm Mon to Fri and 9am to 2pm Saturday). Information about registering can also be foundhere.
