Online shopping is becoming more secure

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We're making some changes to better protect you from online criminals. The changes will have an effect on how you shop online and are as a result of new regulation which affects the whole banking sector.

We're making the changes over time and you'll start to see them in 2021.

What will this mean to me?

When you’re shopping somewhere new or spending more than usual online using an Al Rayan Bank debit card, we will sometimes ask you to enter a One Time Passcode (OTP) which you will then enter into the verification screen to confirm it’s you. The One Time Passcode will be sent:

  • Directly to your mobile phone via text message
  • You can also choose to authenticate and approve your online payment through a Push Notification sent to your Mobile Banking app or the Authenticator app. If you don’t currently have the Mobile Banking app you can download it here.

Why are you making these changes?

The Second Payment Services Directive, commonly referred to as PSD2 regulates payment services in Europe.

Strong Customer Authentication is part of PSD2 and is a new set of regulatory rules that will change how you authenticate your identity when making purchases online.

With increasing amounts of purchases being made online, these new rules will help reduce fraud and protect consumers from online criminals.

Make sure you are ready. Your contact details need to be up to date

This is an important change in regulation which will help to protect you when you’re shopping online, so it’s really important that we have the correct contact details for you.

  • If you’ve changed your mobile phone number recently or your email details and have not informed us, please contact us on 0800 408 6407 to let us know.
  • Download our Mobile Banking app so we’re able to send you a Push Notification to authenticate.

Will you contact me directly about these changes?

If we think that we do not have your correct mobile phone number recorded, we may contact you so that we can update our records and you can continue to make online purchases in a secure way.

How can I update my details now?

You can call us on 0800 408 6407 Monday to Friday from 9.00am to 7.00pm. Saturday from 9.00am to 1.00pm, or you can download and complete our Contact Details Update form and return it to us to: Customer Services team. Al Rayan Bank PLC. PO Box 12461. Birmingham. B16 6AQ.

Download form

We will be updating this page with further information as we get closer to implementing these important changes.

In the meantime, here is some information you may find helpful:

Frequently asked questions about PSD2

What is Strong Customer Authentication (SCA)?

Strong Customer Authentication (SCA) is a new set of rules that will change how you confirm your identity when making purchases online.

When you shop online, you may need to undertake an extra step to confirm it’s really you. This could mean Al Rayan Bank asking you to verify a purchase using a One Time Passcode (OTP) sent via text message to your mobile phone or a Push Notification via our Mobile Banking app or Authenticator app on your smartphone.

How does Strong Customer Authentication work?

SCA requires a minimum of at least 2 out of the following 3 independent elements to authenticate the cardholder.

  1. Something the payer has, for example a mobile phone.
  2. Something the payer knows, for example a passcode.
  3. Something the payer is, for example biometric identification like fingerprints, facial recognition or an iris scan

Why is this being introduced?

SCA is being introduced to help further reduce fraud and protect consumers from online criminals. With increasing amounts of purchases being made online, these new regulatory rules will provide the extra protections necessary to ensure that customers are safe when purchasing online and their money is better protected.

What will Strong Customer Authentication mean for me?

These rules will apply to you when you’re making an online purchase. When buying items from online retailers, you may receive a text message from Al Rayan Bank containing a One Time Passcode. You will then be prompted to enter this code on screen before your payment will be taken. 

If you are using our Digital Banking services, you can authenticate via a Push Notification to the Al Rayan Bank Mobile Banking app or Authenticator app.

How should I prepare?

You need to make sure Al Rayan Bank has up to date contact details for you (such as a telephone number and email address). You can do this by calling 0800 408 6407 (Mon to Fri 9.00am to 7.00pm and Sat 9.00am to 1.00pm)

Will all my online payments be checked?

No. Some types of transactions are exempt from strong customer authentication, meaning that you may not always be asked to complete extra security steps.

Do these rules only apply to online purchases?

Whilst the biggest changes you are likely to see are online, SCA will also apply in a face to face environment. As Chip & PIN is a familiar way of proving your identity, for most purchases you won’t have to do anything different. However, if you make contactless payments, SCA may mean you have to input your PIN slightly more often.

These rules don’t apply to travel, so your regular contactless payments for the bus, train or tube won’t be affected.

Is every payment I make going to be affected?

Not all payments will be affected. Non-electronic payments, such as cash and cheques, or payments made over the telephone (for example, buying from a catalogue by calling the company and giving your details over the phone) are not affected by the changes.

Automatic payments that you make regularly to the same provider (e.g. a subscription to online streaming platform) do not require SCA. You may still be asked for additional identity checks when initially setting up these payments.

Any existing Direct Debits and Standing Orders that are set up from your account will also be unaffected.