Frequently Asked Questions 

• What is Secure e- Shopping? 

  Secure e- Shopping is a new service from MasterCard/Visa and your Credit Card issuer. It offers extra security when you shop online by protecting against unauthorised use of your registered Credit Card.

• How does Secure e- Shopping work? 

  You need to register and create your own private SecureCode password. Then, every time you make an online purchase at a participating retailer, you will be presented with a screen that asks you for your password, similar to the way the bank requests your PIN at the ATM. When you correctly enter your password, your purchase is completed securely.

• How does Secure e-Shopping protect me? 

  When you enter your SecureCode password correctly when making an online purchase at a participating retailer, you confirm that you are the authorised Cardholder and your purchase is then completed. If you do not enter the correct code, the purchase will not go through. So even if someone knew your Credit Card number, they would not be able to use it at that particular retailer.

• Is Secure e-Shopping easy to use? 

  Yes. When you make an online purchase and enter your MasterCard/Visa payment information, a screen from your Credit Card issuer will automatically appear and prompt you for your password. After reviewing the details of your purchase and confirming that your personal greeting (see ‘What is a personal greeting?’ for more details) is correct, simply enter your password to complete your purchase.

• Will I need to get a new Card to use Secure e-Shopping? 

  No, there is no need to get a new Card. Secure e-Shopping works with your existing MasterCard/Visa Card.

• Where can I shop with MasterCard/Visa SecureCode? 

  To view a list of participating retailers, click on the merchant link on the home page. Please check back periodically to see what new retailers have been added to the list. When buying from retailers who are not yet participating, you can simply use your Card as you have been doing in the past.

• What are the system requirements for Secure e-Shopping? 

  Secure e-Shopping works with most browsers. You should be sure that Java Script is enabled. If it isn't, Secure e-Shopping may not work properly. If you have any difficulty, please contact customer service by calling the phone number on the back of your Card.

• Can I use Secure e- Shopping from any computer? 

  Yes. You do not need to install any special software, so you can shop from any computer and still receive the added protection provided by Secure e-Shopping.

• What happens when my Card expires or my billing information changes? 

  Your Card issuer will automatically update this information in your profile. The only time you need to update your Secure e-Shopping profile yourself is when your email address changes or when you want to change your SecureCode password.

• What happens if I cancel my existing Card then get a new one with a different account number from same Card issuer? 

  You will need to register the new Card for Secure e-Shopping. Simply return to the registration site, and complete the quick and simple registration process with your new Card.

• Can two people with a joint account use the same SecureCode? 

  No. You will need to register separately and you will both need to create a unique SecureCode password.

• Why do I have to supply personal information during registration? 

  The information you provide is checked against the information that your Card issuer already has on file. However, the only personal information MasterCard/Visa stores is your email address and account number. This information, along with your password and personal greeting, is stored on a secure server and is never shared with the retailer. We ask for this information as a security precaution to be sure that the person registering is the real Cardholder.

• Why do I have to enter all of my personal information again when I register a second Card? 

  The reason you are asked to enter the information again when you register a second Card is for your own protection. All of the information you provide is checked against the information your Card issuer has on file to be sure the person registering is the actual Cardholder.

• If I provide my email address during registration, how will it be used? 

  In accordance with your Card issuer's privacy policy, your email will be used for important service notifications.

• Can I register more than one Card at a time so that they all have the same SecureCode? 

  Each MasterCard/Visa Card must be registered separately for Secure e-Shopping so that it is individually protected. For each registration, you will be asked to select a SecureCode password that complies with your Card issuer's requirements. We recommend that you select a password that will be easy for you to remember, but difficult for others to guess.

• Is my SecureCode case sensitive? 

  Yes, it is.

• What is a 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 SecureCode password. In this box, you will see your personal greeting and other purchase details. Your personal greeting is your assurance that you are communicating with, and submitting your SecureCode to, your Card issuer. If the personal greeting displayed on-screen is incorrect, you should not enter your password, but should instead contact customer service immediately by calling the phone number on the back of your registered MasterCard/Visa Card, to report a possible fraud.

• 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 customer service on the phone number listed on the back of your MasterCard/Visa Card or on your statement.

• Why did I get a Secure e-Shopping screen when I have not signed up for anything? 

  Secure e-Shopping is a new service from MasterCard/Visa and your Card issuer that provides added security when you shop online and helps protect against unauthorised use of your registered Card. Your issuer is making it easier for you to register for this added protection by offering you the opportunity to sign up while you are already online.

• My issuer sent me a notice saying my Card has been pre-registered in Secure e-Shopping. What does that mean? 

  This means that your Card is eligible for Secure e- Shopping, a new online security service, and that your Card issuer has already done most of the registration for you. To activate the service and protect against unauthorised use of your pre-registered Card online, just follow the instructions on the screen that appears during your online purchase.

• Who is asking me for this information? 

  The screen requesting that you enter personal information to verify your identity comes directly from your Card issuer. The entire Secure e-Shopping communication is between you and your Card issuer, via a secure channel, and the retailer cannot see any of your information.

• Is it safe to enter this information? Will the retailer see my information? 

  Once you have registered for Secure e-Shopping, the only information you will need to provide to complete your online purchase at a participating retailer is your SecureCode itself.

• How do I change my SecureCode password? 

  You can access the Account Management feature by clicking on the Account Management link on the home page. You can then login and change your SecureCode.

• What if I forget my SecureCode password? 

  If you forget your password, you should return to this website and follow the link to register. You will then be able to register again and create a new SecureCode password. If you have any difficulty, you should contact customer service by calling the phone number on the back of your Card or on your monthly statement.

• How do I use my SecureCode password? 

  There is no need to log in or sign in. When you make a purchase at a participating retailer and enter your MasterCard/Visa payment details, a screen will automatically appear from your Card issuer requesting your SecureCode. After reviewing the details of your purchase and confirming that your personal greeting is correct, simply enter your SecureCode to complete your purchase.

• How will Secure e-shopping impact my purchase? 

  You will simply need to type in your SecureCode when the request box pops up and then wait a few seconds while your Card issuer confirms your identity.

• Do I have to return to the SecureCode registration site to log in before shopping? 

  No. Secure e-Shopping works automatically at participating retailers. There is no special login required. Simply shop online as you normally do, enter the registered Card payment information, and when you are at the final step of your purchase on a participating retailer's site, the SecureCode request screen will automatically appear.

• Can I start shopping with my SecureCode password as soon as I register? 

  Yes. You can begin using your SecureCode at participating retailers immediately after completing your registration – no waiting period is necessary.

• What should I do if I purchase online but no SecureCode request screen appears?  

  You should do the following:
  
     1. Make sure you are entering the payment information for your registered Card and have submitted a final checkout request
     2. Make sure the retailer is participating by checking the participating retailers
     3. Be sure your Internet settings are set to enable Java Script
     4. Contact customer service after double-checking the above items

• Can I buy from retailers that accept MasterCard/Visa but do not participate in the Secure e- Shopping service? 

  Yes, but you will not be asked for your SecureCode at these retailers. To complete your purchase, simply follow the traditional checkout process.

• How will the online retailer know that my Card is protected by Secure e-Shopping? 

  When you use a Card which you have registered with the Secure e-Shopping service at participating online retailers, your MasterCard/Visa Card number is automatically recognised via a MasterCard/Visa directory.

• Can I view a record of my SecureCode purchases? 

  To view a list of all purchases authenticated with your SecureCode password, simply view your code transaction history in your account management area.

• Is my Code case sensitive? 

  Yes, it is.

• What if my spouse and I have different personal greetings? 

  You will see both personal greetings displayed in the SecureCode request box.

• How do I know whether a retailer participates in Secure e-Shopping? 

  Participating retailers will display the Secure e-Shopping logo on their site. You can also click on the merchant link on the home page to view a list of participating retailers.

• Why do I need to manage my account? 

  This feature allows you to change your password or personal greeting, if you like. In addition, you can view your transaction history, update your email address, or cancel your registration.

• How do I access this feature? 

  Simply return to the URL where you registered and click on the ‘Account Management’ link. You will be asked to enter your name, Card number and SecureCode to log in.

• Why was the Customer Service Representative unable to tell me my SecureCode? 

  Your SecureCode is so secure that you are the only person who knows what it is. Your Card issuer only has an encrypted (scrambled) version of your SecureCode. The stored encrypted version is matched against the encrypted message sent by your browser to confirm your identity during a transaction. You must personally re-set your SecureCode.