Frequently Asked Questions

Visa Secure

The revised Payment Service Regulations (PSRs) have introduced a common set of standards around the authentication of payments called Strong Customer Authentication (SCA).  To comply with these regulations, you will be asked more frequently to enter a One-Time Passcode (OTP) to complete the transaction.

You are not required to register for this service as the bank will automatically enrol your card details.

When completing an online transaction that requires authentication, you will be prompted to select a delivery channel.  It will be up to you to choose either the registered mobile phone number or the email address that the bank holds for you.

You can ask for another OTP to be sent.

Check your SPAM filters / folder to see if it has been directed there.  If not, we suggest you order a second OTP and consider changing the delivery channel.

Yes, the Verified by Visa programme has been rebranded as Visa Secure to emphasise the security of using your Visa card online.

It allows you to use your C. Hoare & Co. Visa card for secure internet shopping. Also, any online merchant participating in the service must be a legitimate commercial entity.  

Not every online transaction will require the submission of an OTP. Whether an OTP is requested depends on factors unique to that transaction. 

The merchant will not have your details; the service is provided by a third party on the bank’s behalf.  They will have been provided with your card number, email and phone number, but no other data.

Please call the bank and speak to your relationship manager or to one of their colleagues.  They will be happy to update your details.

No.  To avoid confusion, we will be registering just one email and one mobile phone number for each customer.

Yes, we can send an OTP to your mobile abroad, or to an internationally registered mobile device.

No, the service looks at the cardholder’s record, not the card.

No.  However, if we do not have details of the cardholder, they will not be able to complete the transaction.

The bank provides the service free of charge.  However, you may incur a fee for receiving a text message, depending on your mobile carrier.

Under no circumstance should you ever forward your OTP to anyone else.  There is no scenario in which anyone would have a genuine need to ask for the OTP.  If this happens, cancel the transaction and contact the bank immediately.