One-Time Passcodes (OTP)

One-Time Passcode offers an additional layer of security as you conduct online Credit and Visa Debit Card transactions. OTP helps to reduce the risk of potential fraudulent online transactions and enhances the fraud surveillance and security mechanisms associated with our cards.

How does OTP work?

OTP will only apply to transactions initiated online that are deemed medium-high risk. Medium-high risk transactions, refers to any transaction, for which supplemental authorization is required to confirm validity, during the online checkout process.

Medium-high risk online transactions which meet the criteria will generate a one-time passcode which will be sent to the client’s mobile number on file. The One-Time Passcode will only be sent via SMS message, and transactions will not be processed for a transaction which required OTP, if the one-time passcode is not entered. 

For transactions which meet the criteria for additional verification, the authentication will appear as an additional step, after entering your card details at checkout. The following will apply:

If you are presented with a screen which requests the one time passcode but did not receive the code, please contact our Customer Care and Sales Centre team at 1 866 743 2257, to confirm the mobile number on file.

Important Information:

If you receive an OTP for a transaction you did not initiate, please take the following steps:

• Freeze your card in the Online Banking or Mobile App
• Contact the Customer Care team immediately and report the unauthorized activity

Learn more about:

• Managing your Credit card 
• Managing your Debit card
• Debit & Credit Card Fraud