View frequently asked questions about Visa Secure

No, the new option to verify your online transactions using the Standard Bank Mobile App is quick and easy to use. You will receive a push notification to your device which will take you directly to the transaction details in the App for you to review and approve.

You will also have the option to receive a one-time passcode (OTP) via text message (SMS) if you have a mobile phone number registered with us.

The Standard Bank Mobile App can also be set up on another type of device, such as a tablet, for you to verify your transactions.

If you choose to use this option when you're making an online purchase, a push notification will be sent to your device, which will take you directly to the transaction details in the App for you to review and approve.

We use Visa Secure to check it's you when you make some online purchases. This provides an added layer of protection that helps to protect you from fraud and prevent the unauthorised use of your Visa debit card while shopping online. 

To complete your transaction, either confirm the passcode that is sent to you via text message (SMS), or select the push notification that is sent to your device, which will take you directly to the transaction details in the Standard Bank Mobile App for you to review and approve. 

No, you will not. The need to perform this verification is based on various factors including merchant requirements.

Yes, OTP via SMS will still be available to verify your transactions if you have a mobile phone number registered with us. 

If you select this option when you're making an online purchase, we will send the OTP to the mobile phone number we hold for you, so it's important that you let us know if this changes.

You can change your mobile phone number via online banking, or by calling us on +44 (0)1624 643 643, or 0860 033 269 if you're calling from within South Africa.

You have three minutes to verify the transaction by either entering the one-time passcode (OTP) sent to you by text message (SMS), or selecting the push notification sent to your device which will take you directly to the transaction details in the Standard Bank Mobile App. 

If you do not complete the verification within this time, the transaction will be cancelled and no money will leave your account.

The payment to the retailer will be stopped and no money will leave your account.

If you think the transaction was not initiated by you, please contact the bank immediately on +44 (0)1624 643 623 as this might be a fraudulent attempt to use your card. 

If calling from inside South Africa, please dial 0860 033 269.

Alternatively, please contact your dedicated Relationship Manager.

PSD2 is an EU directive and an industry-wide regulation which was introduced in 2018 to make online transactions safer and more secure. It is a revision of a 2007 law known as the Payment Services Directive and has several key objectives. Click here for more information.

Problems with your mobile network coverage or signal could prevent or delay you receiving your OTP.

You should also check that the mobile phone number we hold for you is correct. You can view and update this via online banking or by calling us on +44 (0)1624 643 643, or 0860 033 269 if you're calling from within South Africa.

If your mobile phone number is correct, but you still haven't received the OTP, you can click the 'resend code' link in the Visa Secure screen to try again. 

You could also choose to use the Standard Bank Mobile App to verify your transaction instead.

If you change your mobile phone number, you'll need to let us know as soon as possible. You can do this via online banking or by calling us on +44 (0)1624 643 643, or 0860 033 269 if you're calling from within South Africa.

If you do not update your mobile phone number, you won't be able to verify your transactions via SMS OTP. 

You also have the option to use the Standard Bank Mobile App to verify your transactions.

No – Visa Secure (previously known as Verified by VISA) is an important part of keeping you safe when using your card online, and is part of the PSD2 directive, so it isn’t optional.

We won't charge to send you text messages, however your network provider may charge you to receive them, particularly if you are 'roaming' i.e. outside of your home country.

You also have the option to approve your transactions using the Standard Bank Mobile App.

All cardholders may be asked to verify their transactions when making online purchases, so it is important that we hold an up-to-date mobile phone number for each cardholder on the account. 

If you need to update a mobile phone number, you can do so via online banking or by calling us on +44(0)1624 643 643, or 0860 033 269 if calling from within South Africa.

You can also choose to use the Standard Bank Mobile App to verify your transactions.

These changes are part of an industry-wide security improvement to make online purchases safer and to make the process easier for you to complete. All Visa Secure verification requests now need to offer a biometric option, which we provide when using your fingerprint or face ID to verify your identity in the Standard Bank Mobile App. 

No, a replacement card does not impact the Visa Secure process. All you need to do is activate your card and make sure that we have an up-to-date mobile phone number, or that you have installed and set up the Standard Bank Mobile App.

No, at the point of making your online purchase, we will give you the choice of verifying your transaction using a one-time passcode via text message (SMS), or by using the Standard Bank Mobile App.

All you need to do is make sure we have your up-to-date mobile phone number or you have the Standard Bank Mobile App installed and set up.

No, to use Visa Secure you just need either a mobile phone that can receive text messages (SMS), or a device with the Standard Bank Mobile App installed and set up.

If you are in an area with poor mobile network coverage and can't receive text messages (SMS), you can select the option to verify your transaction via the Standard Bank Mobile App instead.

Yes, we can deliver a one-time passcode (OTP) via text message (SMS) to most overseas mobile phone numbers, as long as it is recorded correctly on our systems.

If you need to update your mobile phone number this can be done via online banking, or you can call us on +44 (0)1624 643 643, or 0860 033 269 if you're calling from within South Africa.

You also have the option to use the Standard Bank Mobile App to approve your transactions.

You can update your mobile phone number via online banking or by calling us on +44(0)1624 643 643, or 0860 033 269 if calling from within South Africa.

You also have the option to use the Standard Bank Mobile App to verify online transactions.

It is completely free to use the service.

Please contact the bank immediately on +44 (0)1624 643623 as this might be a fraudulent attempt to use your card. 

If calling from inside South Africa, please dial 0860 033 269.

Alternatively, please contact your dedicated Relationship Manager.

Please check that: 

• You are registered for Internet Banking. 
• You have the App set up on at least one device.  
• You have logged in to the App at least once after setting it up. 
• You have the most up-to-date version of the App installed: it must be no earlier than version 3.46.1 for Android devices, or 3.47.0 for Apple devices. The version can be seen on the App login page. 
• You have linked your Standard Bank Offshore account to your Internet Banking profile – you can see the option to link an account after logging in to your account. 
• You have push notifications enabled on your device for the Standard Bank Mobile App. 

If you need any further assistance you can call us on +44(0)1624 643 643, or 0860 033 269 if calling from within South Africa. Alternatively, please contact your dedicated Relationship Manager.