Why should I use Verified by Visa?
Verified by Visa gives you extra peace of mind by protecting you from online fraud. When you use Verified by Visa it is much less likely a fraudster will be able to use your card on the internet.
How can I sign up for Verified by Visa?
Verified by Visa is offered by banks and service providers, not by Visa directly. It is difficult for Visa to give general advice about terms and conditions of signing up to the service. We suggest you contact your bank or service provider directly.
I was asked to sign up for Verified by Visa when I was buying something online. Is this legitimate?
Yes, Verified by Visa involves you, your bank and the retailer communicating together when you buy something online.
If your bank and the retailer offer Verified by Visa, this is a great time to get you involved, too.
I was sent an e-mail by Verified by Visa asking me to update my details. Is this legitimate?
No, there is no such company or person called Verified by Visa.
Verified by Visa is offered as a service by your bank or card issuer. They are unlikely to ask you to confirm or change your details via e-mail. Visa will never do this as we do not have a direct contract with you.
Last time I made a purchase, it looked as though the Verified by Visa box was going to appear but instead there was just a revolving wheel. Is this normal?
Yes, you will see this happen more often as many banks are updating their technology to include background checks behind the scenes. You still have the same level of protection but your bank only needs to ask you for a password or code if they think a purchase is higher risk.
What do I do if I forget my password?
You can easily reset a password. Exactly how depends on your bank.
If the Verified by Visa message box pops up on screen after you’ve entered your Visa card details, there will probably be a ‘forgotten password’ option.
When you click this, you will be asked for some information you provided when you signed up. You will be able to reset your password quickly and carry on shopping.
My bank sends a code to my phone but sometimes I don’t get it. What should I do?
Take this up with your bank directly so they can look into the problem. It could be something as simple as them not having the correct number for you. Usually a quick phone call should resolve this.
Do I have to use Verified by Visa?
Verified by Visa is not mandated, yet many organisations choose to offer the service, due to the reduction in fraud, operational expenses and disputed purchases. There is a liability shift, which further benefits those retailers who offer Verified by Visa during the online checkout process (described above). The move to risk-based authentication creates a further win-win-win for you, your customers and banks.
If my bank wants me to use Verified by Visa, can I purchase at merchants that do not offer Verified by Visa?
Yes. However you will not be able to use Verified by Visa. To complete the purchase at such merchants, simply follow the regular checkout process.
I am buying tickets and I need the transaction to go through quickly and be sure to work first time.
Visa processes millions of online transactions every minute of every day and has unprecedented levels of reliability. To be sure everything is ready at your end, have your card details to hand and be familiar with how your bank offers Verified by Visa. Is it via a password, in which case do you remember your password? Does the bank usually send a code to your mobile phone? Are you sure they have the correct number? Once you are ready then everything should progress smoothly.
What do I do if I have a problem with something I ordered online?
Firstly, check the website’s delivery and return policies to know your rights. Secondly, contact the website directly as they are best placed to resolve any queries.
If you cannot resolve the problem direct with the retailer, contact your bank or card issuer. As you paid with a Visa card, you have certain rights. Broadly, these are around receiving your purchase as described, in good condition and in time as promised.
I have seen something on my statement that I don’t recognise, I think my card has been used by a fraudster. What should I do?
If you notice anything unusual on your account, it’s important to act quickly. Inform your bank or the issuer of your card as soon as you can. They can put a block on your card and ensure no further payments can be made from your account.
The phone number for your card issuer should be on the back of your Visa card but if you have any trouble contacting them, get in touch with Visa immediately any time of the day or night on our emergency number. A list of numbers for each country can be found at https://www.visaeurope.com/lost-your-card.
If there has been fraud on my card, am I liable for the transaction?
Visa has a global reputation for reliability and security and we take any misuse of our cards very seriously. If your card has been used fraudulently it is important that you report it to your bank (or to us) promptly.
In most cases, if you have acted quickly and have not been negligent it is unlikely your bank will expect you to bear any of the cost. As a global organisation, it is difficult for Visa to make general claims as local law and bank policy may differ from country to country. The best thing to do is to check your card issuer’s policy on this. There is a well-established process for Visa to mediate on more complex cases to ensure our cardholders are treated fairly.