NATIONAL BANK s MasterCard SecureCode / Verified by VISA Service - Questions and Answers

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1 Learn more about MasterCard SecureCode / Verified by VISA service of NATIONAL BANK. You can use the links below to jump to specific topics, or scroll down the page to read the full list of questions and answers. About MasterCard SecureCode / Verified by VISA Service Registering for MasterCard SecureCode / Verified by VISA Service through NATIONAL BANK s website, Registering for MasterCard SecureCode / Verified by VISA Service During Shopping at MasterCard SecureCode / Verified by VISA participating merchants Shopping with SecureCode / Verified by VISA Password SecureCode / Verified by VISA Account Management Security and Personal Data Protection Technical Information Help About MasterCard SecureCode / Verified by VISA Service What is the MasterCard SecureCode / Verified by VISA service? MasterCard SecureCode / Verified by VISA is a new service from NATIONAL BANK that provides added security when you shop online by providing added protection against unauthorised use of your enrolled card. Is there any charge for using MasterCard SecureCode / Verified by VISA service? No, you will not be charged for registering and using the MasterCard SecureCode / Verified by VISA service. It is provided by NATIONAL BANK totally free. How does MasterCard SecureCode / Verified by VISA service protect me? The use of the MasterCard SecureCode / Verified by VISA service provides you an extra layer of protection, since every time you make an online purchase at a participating merchant, a screen will automatically appear asking you to enter the Password of your registered card, such as NATIONAL BANK asks your PIN at the ATM. When you correctly enter your Password, you confirm that you are the authorized cardholder and your purchase is then completed. How do I know if an online store participates in the MasterCard SecureCode / Verified by VISA service? The online stores and merchants participating in MasterCard SecureCode or Verified by VISA service bear the MasterCard SecureCode or Verified by VISA logo on the home page of their websites. What cards can I register for MasterCard SecureCode / Verified by VISA service? You can register your credit card, MasterCard or VISA, and your debit card Maestro. So, besides the additional security provided by the new service during using your credit card, you can now use your debit card for online shopping at participating merchants. Will I need to get a new card to use MasterCard SecureCode / Verified by VISA service? No, there is no need to get a new card. MasterCard SecureCode / Verified by VISA service works with your existing Maestro, MasterCard or VISA card. What happens when my card expires? NATIONAL BANK will automatically update your profile. The only time you need to update your SecureCode / Verified by VISA profile yourself is when you want to change the Password or the Personal Greeting of your enrolled card. Page 1

2 What happens if I cancel my existing card and then get a new one with a different account number from NATIONAL BANK? You will need to register the new card for MasterCard SecureCode / Verified by VISA service. Simply return to the website of NATIONAL BANK, select MasterCard SecureCode / Verified by VISA and complete the registration process with your new card. It's quick, easy and safe! Is it mandatory to register my card? If you do not register your Maestro card, you will not be able to use it for online purchases. If you do not register your MasterCard or VISA card, you will continue, as now, to make online purchases but only at merchants that do not participate in the service. At participating merchants, you will be able to use your MasterCard or VISA card totally for three (3) purchases without using a Password. At the fourth purchase, you will be prompted to follow the mandatory registration process for the service. Until when can I sign up for the MasterCard SecureCode / Verified by VISA service? There is no specific deadline for registering and this can be done anytime. However, until you sign up you cannot use your Maestro card for online purchases and you will not enjoy the additional security provided during using your credit card, MasterCard or VISA, for online purchases at participating merchants. Registering for MasterCard SecureCode / Verified by VISA Service through NATIONAL BANK s website, How can I register my card at MasterCard SecureCode / Verified by VISA service? You can register your credit or debit card for MasterCard SecureCode / Verified by VISA service through NATIONAL BANK s official website, as follows: select MasterCard SecureCode / Verified by VISA, enter the number of your card in order to enter the service, enter the requested personal information, create the Password and Personal Greeting of your card. What should be the format of the Password? The selected Password must consist of 6 to 12 characters, including at least 1 letter and 1 number. Should I be cautious after creating the Password? The Password of your card is unique and strictly personal. It is exclusively used for online shopping so that NATIONAL BANK identifies that you are the authorized cardholder. Therefore, you should keep it safe and not disclose it to third parties, just like you do with the PIN of your card. What is the Personal Greeting? The Personal Greeting is a message that you create during registration. Each time you make an online purchase at a participating retailer, a screen will ask you to enter your Password. In this box, you ll see your Personal Greeting and other purchase details. The Personal Greeting is your assurance that you are communicating with, and submitting your Password to NATIONAL BANK. If the Personal Greeting displayed in the screen is incorrect or is missing, you should not enter your Password, but should instead contact NATIONAL BANK s Customer Service immediately by calling at tel (for domestic calls) or tel (for international calls), to report a possible fraud. What should be the format of the Personal Greeting? Your Personal Greeting must consist of 1 to 30 characters and differ from the Password. I enter my personal information, but my registration fails. What should I do? Page 2

3 The information you provide, is checked against the information that NATIONAL BANK already has on file. If any part of your personal information changed and you didn t inform NATIONAL BANK, then the Bank cannot confirm that you are the authorized cardholder. If you enter your personal information, but nevertheless your registration fails, you should contact NATIONAL BANK s Customer Service at tel (for domestic calls) or tel (for international calls). The Representative of the Bank will direct you to register with a Temporary Access Code (See How do I register with a Temporary Access code?). In parallel, you should declare your new personal information at any branch of NATIONAL BANK, in order to facilitate your support in the future. How do I register with a Temporary Access Code? The registration with a Temporary Access Code is performed as follows: contact NATIONAL BANK s Customer Service, answer to the questions of the Representative, in order to certify that you are the authorized cardholder, record the Temporary Access Code you will be given, visit NATIONAL BANK s official website, select MasterCard SecureCode / Verified by VISA, enter your card number, select Register with a Temporary Access Code, enter the Temporary Access Code and follow the instructions for creating the Password and the Personal Greeting. Your registration must be made within 48 hours from the time you will receive the Temporary Access Code from NATIONAL BANK s Customer Service Representative. Can two cardholders, eg. the primary and the secondary member, use the same Password or should they register separately? No. They cannot use the same Password. They should each register separately and create a unique Password. Why do I have to enter all of my personal information again when I enroll a second card? All of the information you provide is checked against the information that NATIONAL BANK has on file to be sure the person registering is the actual cardholder. You are asked to enter the information again when you enroll a second card for your own protection. That way, NATIONAL BANK can be sure the real cardholder is registering the card. Can I register more than one card at a time so that they all have the same Password? Each card must be separately registered for SecureCode / Verified by VISA service so that it is individually protected. For each card s registration, you will be asked to select a unique Password. NATIONAL BANK recommends that you select a Password that will be easy for you to remember, but difficult for others to guess. What should I do if I have questions during the registration process? If you have questions, or need assistance during the registration process, you should contact NATIONAL BANK s Customer Service at tel (for domestic calls) or tel (for international calls). Registering for MasterCard SecureCode / Verified by VISA Service During Shopping at MasterCard SecureCode / Verified by VISA participating merchants How can I register during shopping at a MasterCard SecureCode or Verified by VISA participating merchant; Page 3

4 If you have not previously registered through NATIONAL BANK s website, the first time you make an online purchase at a participating merchant, the MasterCard SecureCode / Verified by VISA screen will automatically appear facilitating your registration. The registration is easy, fast and free to NATIONAL BANK s cardholders: enter the requested personal information, create the Password of your card. The online purchase will be completed after the successful registration to the service. What should be the format of the Password? The selected Password must consist of 6 to 12 characters, including at least 1 letter and 1 number. Should I be cautious after creating the Password? The Password of your card is unique and strictly personal. It is exclusively used for online shopping so that NATIONAL BANK identifies that you are the authorized cardholder. Therefore, you should keep it safe and not disclose it to third parties, just like you do with the PIN of your card. Is it safe to enter this information? Won t the retailer see my information? The communication between you and NATIONAL BANK is not visible to the retailer and none of your personal information, including your Password, is ever shared with the retailer. Will I have to keep entering all of my information each time I make an online purchase? No. Once you have registered for the MasterCard SecureCode / Verified by VISA service, the only information you will need to provide to complete your online purchase at a participating retailer, apart from the details of your card, is your Password itself. Shopping with SecureCode / Verified by VISA Password How do I know whether a retailer participates in MasterCard SecureCode / Verified by VISA service or not? Participating retailers will display the MasterCard SecureCode or Verified by VISA logo on their site. How do I use my Password? When you make a purchase at a participating retailer and enter your card s payment details, a screen will automatically appear from NATIONAL BANK requesting your Password. After reviewing the details of your purchase and confirming that your Personal Greeting is correct, simply enter your Password to complete your purchase. How will the Password impact my purchase? The only impact to your purchase will be that you will need to type in your Password when the request box pops up and then wait a few seconds while NATIONAL BANK confirms your identity. Remember that the MasterCard SecureCode / Verified by VISA service provides you added protection against unauthorized use of your card when shopping online at participating merchants. Do I have to login before shopping with the Password? No. The MasterCard SecureCode / Verified by VISA service works automatically at participating retailers. There is no special login required. Simply shop online as you normally do, enter the enrolled card payment information, and when you are at the final step of your purchase on a participating retailer's site, the Password request screen will automatically appear. Can I start shopping with my Password as soon as I register? Yes. You can begin using your Password at participating retailers immediately after completing your registration; no waiting period is necessary. Page 4

5 Can I purchase at retailers that accept MasterCard or VISA but do not participate in the MasterCard SecureCode / Verified by VISA service? Yes, but you will not be asked for your Password at these retailers. To complete your purchase, simply follow the traditional checkout process. Can I purchase at retailers that accept Maestro but do not participate in the MasterCard service? No, you cannot use your Maestro card at retailers that do not participate in the MasterCard SecureCode service. In these cases, the screen requesting your Password will not be displayed and before completing the transaction, a message will appear informing you that your transaction cannot be executed. How will the online retailer know that my card is protected by MasterCard SecureCode / Verified by VISA service? When you use an enrolled card at participating online stores, the retailer does not know that your account is protected until the purchase is finished and you enter the Password of your card. NATIONAL BANK confirms your identity, but never reveals your Password to the merchant. Can I view a record of my purchases? To view a list of all purchases authenticated with your Password, visit NATIONAL BANK s website, and: Login, Click SecureCode / Verified by VISA Transaction History. What if I have forgotten my Password? If you have forgotten your Password, and provided that it isn t blocked (see What happens if I don t enter the correct Password?), you should visit NATIONAL BANK s website, and re-register as follows: Enter your card number and register following the instructions. If you have any difficulty, you should contact NATIONAL BANK s Customer Service by calling at tel (for domestic calls) or tel (for international calls). What happens if I don t enter the correct Password? If you enter more than three (3) times your Password wrongly, it blocks and the MasterCard SecureCode / Verified by VISA service will be not available. You should contact NATIONAL BANK s Customer Service at tel (for domestic calls) or tel (international calls) to allow you to activate the service again. Should I be cautious when entering the Password? The Password of your card is unique and strictly personal. It is exclusively used for online shopping so that NATIONAL BANK identifies that you are the authorized cardholder. Therefore, you should keep it safe and not disclose it to third parties, just like you do with the PIN of your card. What if my Personal Greeting is missing or incorrect? If the Personal Greeting is missing from the Password request screen, or if an incorrect Personal Greeting is displayed, you should not submit your Password, but should instead contact NATIONAL BANK s Customer Service at tel (for domestic calls) or tel (for international calls). SecureCode / Verified by VISA Account Management Page 5

6 What is the purpose of account management? Through SecureCode / Verified by VISA Account Management, you have the following options: Transaction History: You can view the history of your purchases authenticated with a Password. Update your Profile: You can change the Password or the Personal Greeting of your enrolled card. Cancel Service: You can cancel the enrolment of your card at MasterCard SecureCode / Verified by VISA service. How do I access this feature? Simply visit NATIONAL BANK s website, and: Login. What if I've forgotten my Password and I am unable to login? If you have forgotten your Password, and provided that it isn t blocked (see What happens if I don t enter the correct Password?), you should visit NATIONAL BANK s website, and re-register as follows: Enter your card number and register following the instructions. If you have any difficulty, you should contact NATIONAL BANK s Customer Service by calling at tel (for domestic calls) or tel (for international calls). Why could not the representative of NATIONAL BANK s Customer Service tell me the Password of my card? The Password of your card is strictly personal and you're the only person knowing it, just like the PIN of your card. NATIONAL BANK, as issuer of your card, holds only an encrypted and encoded version of your password, but not the Password itself. The encrypted version is compared with the encrypted message sent from your browser during a transaction, to confirm your identity. There is no way your Password to be decrypted and therefore you must reset it personally. How far back does my transaction history go? The available dates are shown in the drop down menu. Select the time period and click on Display Transactions. Please keep in mind that the Transaction History shows only those purchases made using your Password and may include purchases that were declined or cancelled after you had already entered your Password. What information is in the Date of Purchase column in the transaction history display? The date and time displayed (using 24 hour clock convention) is supplied by the retailer using Greenwich Mean Time.To learn how to convert GMT into your local time, visit What is the Result column? A checkmark in this column indicates a successful authentication for this transaction, meaning a correct enter of the Password. How do I change my Password? You can change anytime the Password of your enrolled card through NATIONAL BANK s website, as follows: Page 6

7 Click Update Profile, Enter your new information. How do I change my Personal Greeting? You can change anytime the Personal Greeting of your enrolled card through NATIONAL BANK s website, as follows: Click Update Profile, Enter your new information. Your Personal Greeting should consist of 1 to 30 characters and should differ from your Password. How can I deactivate the MasterCard SecureCode / Verified by VISA service? You can cancel your enrollment through NATIONAL BANK s website, as follows: Click Cancel SecureCode / Verified by VISA Service. Once you cancel your enrollment, you will no longer receive the screen requesting your Password when you make an online purchase. If I cancel the enrollment of my Maestro card, will I be able to use it for shopping online? The usage of MasterCard SecureCode service is mandatory for being able to make online purchases with your debit card Maesto. Once the service is cancelled, your Maestro card could not be used for shopping online. If I cancel the enrollment of my MasterCard or VISA card, will I be able to use it for shopping online? By cancelling your enrollment, you will no more enjoy the additional security provided by the MasterCard SecureCode / Verified by VISA service for online shopping at participating merchants. This may affect your ability to use your MasterCard or VISA card at some online stores and, in the future, you may need to re-register to make online purchases at participating merchants. To merchants that do not participate in the service, you will continue, as now, to have the ability of making online purchases with your MasterCard or VISA card. How can I reactivate the SecureCode / Verified by VISA service? Simply return to NATIONAL BANK s website, and re-register. Please note, you will have to create a Password that is different from your original Password, for security reasons. Security and Personal Data Protection How does MasterCard SecureCode / Verified by VISA service protect me? The use of the MasterCard SecureCode / Verified by VISA service provides you an extra layer of protection, since every time you make an online purchase at a participating merchant, a screen will automatically appear asking you to enter the Password of your registered card, such as NATIONAL BANK asks your PIN at the ATM. When you correctly enter your Password, you confirm that you are the authorized cardholder and your purchase is then completed. Page 7

8 Where can I view Terms and Conditions of the MasterCard SecureCode / Verified by VISA service? You should visit NATIONAL BANK s website, and: Click Terms of Service. Why do I have to provide my personal information during registration? The information you provide is checked against the information that NATIONAL BANK has on file. This is done as a security precaution to be sure that the person registering is the real cardholder. This personal data is not shared with the retailer. Who is asking me for this information when registering for the MasterCard SecureCode / Verified by VISA service? The screen requesting that you enter personal information to verify your identity, comes directly from NATIONAL BANK. The entire MasterCard SecureCode / Verified by VISA service communication is between you and NATIONAL BANK, via a secure channel, and the retailer cannot see any part of your information. Where can I review NATIONAL BANK s Personal Data Protection policy? To review NATIONAL BANK s Personal Data Protection policy, please visit its website, and click Personal Data Protection. Will my personal information be used without my permission? Absolutely not. Your information will only be used in accordance with NATIONAL BANK s Personal Data Protection policy. To be informed, visit NATIONAL BANK s website, and click Personal Data Protection. Technical Information Can I use MasterCard SecureCode / Verified by VISA service from any computer? Yes. There's no special software to install, so you can shop from any computer and still receive the added protection provided by MasterCard SecureCode / Verified by VISA service. What are the system requirements for MasterCard SecureCode / Verified by VISA service? The MasterCard SecureCode / Verified by VISA service works with most browsers. You should be sure that Java Script is enabled; if it isn t, the Password may not work properly. If you have any difficulty, please contact NATIONAL BANK s Customer Service by calling tel (for domestic calls) or tel (for international calls). How do I bookmark the Welcome Page or Login Page? Follow the instructions for your browser below. Netscape: Go to the main menu under Bookmark and select Add Bookmark. Internet Explorer: Go to the main menu under Favorites and select Add to Favorites. AOL: Create a favorite place. There are two ways to add a Web address to your list of favorite places. From the Window menu within AOL, choose the Add to Favorite Places command (or click the red heart on the window's title bar). You can also select the Favorite Places command from the Go To menu within AOL to open the Favorite Places window. By bookmarking these pages, you can keep up-to-date on new retailers and special offers. Page 8

9 Does the MasterCard SecureCode / Verified by VISA service use cookies? No. The MasterCard SecureCode / Verified by VISA service does not use cookies that are stored on your desktop. Instead, the software uses "session cookies" which are temporarily stored on your desktop and then immediately (and automatically) deleted when you go offline. What should I do if I make an online purchase at a participating merchant but the screen entering the Password doesn t appear? You should do the following: 1. Make sure you enter the details of your registered card and you have requested your final order. 2. Make sure the settings of the web browser enable Java Script. 3. After checking the above and the Password screen is still not displayed, please contact NATIONAL BANK s Customer Service. Help What do I do if I have questions during the registration process? If you have questions, or need assistance during the registration process, you should contact NATIONAL BANK s Customer Service at tel (for domestic calls) or tel (for international calls). What happens if I enter a wrong Password? If you enter more than three (3) times a wrong Password, then it blocks and MasterCard SecureCode / Verified by VISA service will not be available. You should contact NATIONAL BANK s Customer Service at tel (for domestic calls) or tel (for international calls) to allow you reactivate the service again. What if I have forgotten my Password? If you have forgotten your Password, you should visit NATIONAL BANK s website, and reregister as follows: Enter your card number and register following the instructions. If you have any difficulty, you should contact NATIONAL BANK s Customer Service by calling at tel (for domestic calls) or tel (for international calls). Why could not the representative of NATIONAL BANK s Customer Service tell me the Password of my card? The Password of your card is strictly personal and you're the only person knowing it, just like the PIN of your card. NATIONAL BANK, as issuer of your card, holds only an encrypted and encoded version of your password, but not the Password itself. The encrypted version is compared with the encrypted message sent from your browser during a transaction to confirm your identity. There is no way your Password to be decrypted and therefore you must reset it personally. How do I change my Password? You can change anytime the Password of your enrolled card through NATIONAL BANK s website, as follows: Click Update Profile, Enter your new information. Page 9

10 How do I register with a Temporary Access Code? The registration with a Temporary Access Code is performed as follows: contact NATIONAL BANK s Customer Service, answer to the questions of the Representative, in order to certify that you are the authorized cardholder, record the Temporary Access Code you will be given, visit NATIONAL BANK s official website, select MasterCard SecureCode / Verified by VISA, enter your card number, select Register with a Temporary Access Code, enter the Temporary Access Code and follow the instructions for creating the Password and the Personal Greeting. Your registration must be made within 48 hours from the time you will receive the Temporary Access Code from NATIONAL BANK s Customer Service Representative. What should I do if I make an online purchase at a participating merchant but the screen entering the Password doesn t appear? You should do the following: 1. Make sure you enter the details of your registered card and you have requested your final order. 2. Make sure the settings of the web browser enable Java Script. 3. After checking the above and the Password screen is still not displayed, please contact NATIONAL BANK s Customer Service. What if my Personal Greeting is missing or incorrect? If the Personal Greeting is missing from the Password request screen, or if an incorrect Personal Greeting is displayed, you should not submit your Password, but should instead contact NATIONAL BANK s Customer Service at tel (for domestic calls) or tel (for international calls). How do I change my Personal Greeting? You can change anytime the Personal Greeting of your enrolled card through NATIONAL BANK s website, as follows: Click Update Profile, Enter your new information. Your Personal Greeting should consist of 1 to 30 characters and should differ from your Password. How can I cancel the SecureCode / Verified by VISA service enrollment of my card? You can cancel your enrollment through NATIONAL BANK s website, as follows: Click Cancel SecureCode / Verified by VISA Service. Once you cancel your enrollment, you will no longer receive the screen requesting your Password when you make an online purchase. Can I later re-enroll? Page 10

11 Yes, simply repeat the registration process again and your MasterCard SecureCode / Verified by VISA service will be re-activated. However, the new Password you will create must be different from your original Password for security reasons. Page 11