Strong Customer Authentication (SCA)
Strong Customer Authentication is an extra security step being introduced by law, to help further reduce fraud. With more and more online purchases being made, these new rules will provide extra protection for you and your money when making online purchases.
Currently some of the online purchases you make with your Vanquis Credit Card are verified by us sending you a unique passcode to your mobile phone number. This is known as a 'one-time' passcode and helps us confirm that it is really you making the purchase.
You'll now need to approve some of your online purchases using the Mobile App or via Online Banking. We've explained below how this will work.
What you need to do
Be ready for the changes by making sure you have access to the Vanquis Bank App - if you are not an active app user, you can download today from your app store.
Are your contact details up to date?
Use the Vanquis Bank App to update your phone number and email address. You can also call our friendly Customer Services team on 0333 099 3000* to update them.
What this means for you
Strong Customer Authentication will apply to you when you are making an online purchase. Here's how it works:
- If you have the Vanquis App, you'll be asked to approve your purchases in the app. You may receive a push notification from Vanquis if you have these turned on in your phone settings.
- If you are registered for Online Banking, you'll need to enter your login credentials to approve your purchase. To log in, enter your Online Banking password and the One-time passcode that we will send to your mobile phone.
You won't be asked to prove your identity in this way every time you use your card.
Stay safe online
As always, remember to Take Five and stop to think. Criminals are experts at impersonating people, organisations and the police. They spend hours researching you for their scams, hoping you’ll let your guard down for just a moment.
Stop: Simply taking a moment to stop and think before parting with your money or information could keep you safe.
Challenge: Could it be fake? It’s ok to reject, refuse or ignore any requests. Only criminals will try to rush or panic you.
Protect: Contact Vanquis immediately if you think you’ve fallen for a scam that’s affected you and report it to Action Fraud.
I’ve not heard of this from anyone else. Where can I check this out?
If you go online and search for ‘Strong Customer Authentication’ you’ll find lots of articles about this new way of verifying who you are when shopping online, which ultimately will help reduce card fraud.
Is this just a way of you getting my mobile number to send me offers?
No. We won’t send you direct marketing if you’ve already asked us not to. You can change your marketing preferences at any time by calling our Customer Service team. You can also opt out of direct marketing emails and texts using the ‘unsubscribe’ and ‘stop’ features.
Will my Chip & PIN and contactless purchases be affected?
Your Chip & PIN purchases remain unchanged as it’s a trusted way to prove your identity. However, you may be asked to input your PIN more often when you make contactless purchases (with the exception of travel on the tube, bus or train).
Why is Strong Customer Authentication being used?
Strong Customer Authentication (SCA) improves fraud prevention and the security of your payments. SCA is used to make sure that we know it is you making the payment or accessing your account. All banks, payment companies and online retailers must comply with SCA, as this is a key requirement of the EU’s revised Payment Services Directive (PSD2) which is a piece of legislation designed to improve customer authentication processes.
Do these rules only apply to online purchases?
Whilst the biggest changes you’re likely to see are online, Strong Customer Authentication will also apply in a face to face environment. As Chip & PIN is a familiar way of proving your identity, for most purchases this won’t mean you have to do anything different. However, if you make contactless payments, Strong Customer Authentication may mean you have to input your PIN more often.
These rules don’t apply to travel, so your regular contactless payments for the bus, train or tube will be unaffected.
Why is it harder for me to shop online?
Strong Customer Authentication is being introduced to help further reduce fraud. With an increasing amount of purchases being made online, extra protections are necessary to ensure that customers are safer, and their money better protected.
Is every payment I make going to be affected?
No, not all payments will be affected. Payments using cash or cheques are not part of these changes. Telephone payments where you call and give your card details over the phone are also not affected. When spending online, some low-value transactions (under £25) will not always require Strong Customer Authentication.
However, you will be asked to go through additional security checks when setting up regular payments in your Vanquis App. This includes Direct Debits and Recurring Debit Card Payments.
Does it apply to my other cards?
Yes, if you have a debit/credit card you use online, you should ensure your contact details are up to date with your provider.
I have been asked to share my one-time passcode over the phone, what should I do?
Only input your one-time passcode onto the retailer’s website where you are completing your purchase. Never share this passcode with anyone and that includes Vanquis, even if you are given one of the following reasons:
- A refund on your account is required
- To secure your payment
- To stop a payment