Online Card Security Support

Online Card Security

3DS Secure - Mastercard Identity Check™

Mastercard Identity Check™ helps verify that your purchases are truly yours. In the event of uncertainty, you may be asked to further authenticate your identity via:
- One-time passcode
- Security questions 
- Your 4-digit Avant Money App login passcode and/or your biometrics (Fingerprint or Face ID).  

What is Strong Customer Authentication (SCA)?

SCA increases security for electronic payments and accessing your online account through the introduction of two factor authentication protocols.
This is a security process in which you may be asked to verify your identity in several different ways. 
If you have downloaded the Avant Money mobile app and registered your mobile phone, you’ll approve with your Biometrics (Fingerprint or Face ID), or your 4-digit Passcode. 
Alternatively, if you don’t have the App you can continue to use a one-time passcode (OTP) by SMS and knowledge-based questions.

What do I need to do to safely shop online?

Download the Avant Money Mobile App and we will guide you through the simple steps of registering your mobile.  
You can register your mobile by entering your username and password, we will send you a one-time passcode to verify your mobile and you can set-up a unique login passcode and register to use your biometrics to login. Your passcode and biometric can then be used to login to your account and verify and approve online payments when required. 
Alternatively, if you don’t have the App you can continue to use a one-time passcode (OTP) by SMS and knowledge-based questions.

How do I verify an online payment in the App?

To verify an online payment, simply tap on the Push notification you receive from us and follow the prompts on the Avant Money Mobile App. If you don’t have push notifications enabled on your device, just open Avant Money App and follow the prompts on the  App to approve your payment. 
Online payments that require your approval can be verified by presenting your biometric or by entering the 4-digit Passcode you created when registering your mobile phone to use the Avant Money app.  

What is a push notification?

A push notification is a message that is delivered directly to your mobile phone. Make sure to you allow notifications during registration and that your phone number is correct. 

I am not receiving push notifications, what do I do?

In the Avant Money App: 
-           Navigate to the More tab menu 
-           Under General check the Push Notifications toggle is switched on
If Push Notifications are turned off on your phone, navigate to your phone settings and locate the Avant Money app and turn notifications on/off. 

Apple mobile users
Go to your phone settings, select Notifications > Avant Money and select Allow Notifications to turn on/off the setting. 
Android mobile users
Go to your phone settings, select Notifications > Avant Money and turn on/off Notifications.  

What is my passcode and why do I need it?

To use the Avant Money mobile app, you will have to create a unique 4-digit login passcode when registering your mobile. 
You can use your 4-digit passcode to log in to your account and approve and verify purchases you make online when required to via 3D Secure.

Can I use the Avant Money app without having to set-up a passcode?

No, you will have to create a passcode during the registration process. 
If you’re making an online purchase using your credit card that requires approval, your passcode can be used to approve and verify the payment. 
When setting up your passcode, make your passcode easy to remember but hard to guess. 
Don’t use an obvious passcode like your date of birth or part of your phone number or address.

What happens if I forget my passcode?

You can reset your passcode by tapping on the Forgot Passcode link on the Passcode login screen.

Can I change my passcode?

Yes, you can change your passcode by logging into the Avant Money mobile app. Go to the More tab bar menu, and simply select Change Passcode under the Security menu.  

Can I use the Avant Money App on multiple phones?

You can only register the Avant Money App on one phone. If you register another phone it will replace the original phone you first registered the Avant Money App on. 

What happens if I get a new phone?

If you get a new phone, download the Avant Money app and login with your username and password to register your new phone. 
Check your account has the correct mobile number. You can do this by logging into your Avant Money online banking and checking your mobile number is correct within the Settings menu.   

What is a one-time passcode?

A one-time passcode is a random number that Avant Money will send to you in real time via a SMS text message to your mobile device. One-time passcodes help make your online banking and transactions more secure.

When will I need a one-time passcode?

You will be asked to enter a one-time passcode on some occasions when accessing your My Avant Money account or performing online transactions.

If you have not logged into your online account within the past 90 days, you will be prompted for a one-time passcode.

You may also be prompted for a one-time passcode on other occasions such as updating contact details, for example, your home address or email address.

Please note, Avant Money will never ask you to complete Strong Customer Authentication by clicking on a link in an EMAIL or a TEXT message.

You should never disclose a one-time passcode to anyone. If you have disclosed your one-time passcode at any time, please contact us immediately.  

How do I get a one-time passcode?

One-time passcodes are sent via SMS – Please ensure your mobile number is up to date for all credit card accounts that you have with us.

How quickly will I receive a one-time passcode via text message?

When you perform a transaction that requires a one-time passcode, you will usually receive the passcode in seconds. In exceptional circumstances, it could take longer and can depend on your mobile phone provider's network coverage. You will need to check your network coverage and your ability to receive text messages from your network provider.

How long is a one-time passcode valid for?

The one-time passcode must be used within 10 minutes of it being requested.

I didn’t receive a one-time passcode, what do I do now?

There is an option to resend the one-time passcode. Before resending please check that the last 4 digits of your mobile number are displayed in the notification. If they are incorrect, please call our Customer Services team to have them updated.

If your number appears to be correct but you are still not receiving the passcode you may need to check with your mobile network operator in order to confirm that your mobile phone is able to receive automated SMS messages.

You will have 5 attempts to resend before the resend link is disabled. In this event please contact us on 0818 409 511 to have it reactivated.

My 3D Secure online shopping is blocked, what do I do?

Please contact our Customer Services team on 0818 409 511. They are available from 8am to 8pm Monday to Friday, and 8am to 2pm on Saturdays, excluding Bank Holidays.

Can I opt out of receiving one-time passcodes?

No, as part of PSD2, Strong Customer Authentication is a regulatory requirement that all banks and financial institutions must comply with.