Verified by Visa provides additional peace of mind when you make purchases online using your Suncorp Bank Visa Debit card.

A sophisticated risk engine monitors all online transactions, assessing a wide range of factors to determine whether further authentication is required to ensure your card is not being used fraudulently.

If further authentication is required, a one-time passcode will be sent to your mobile phone. This will need to be entered into the merchant's payment screen to allow the purchase to be completed.  If you do not have a mobile phone number registered with Suncorp Bank, you will be asked to verify information held by Suncorp Bank to complete the transaction.

We've listed below the frequently asked questions in relation to our Verified by Visa service. If you don't find the answer to your question, simply contact us on 13 11 75.

Click on the general category below to go to the frequently asked questions and answers on that subject.

• Questions About the Service
• Questions About Shopping with Verified by Visa

Questions about the service

What is Verified by Visa?

Verified by Visa is a service developed by Visa to help minimise the risk of fraudulent purchases being made with your Visa Debit card when you shop online at participating online stores.

Do I have to register for Verified by Visa?

No. All active Suncorp Bank Visa Debit cards, including Business Visa Debit cards, are automatically covered with this added level of security.

What about Suncorp Bank Credit Cards?

Suncorp Bank credit cards are not covered by Verified by Visa at this time.

What about a password for identification?

There is no need to create or remember a password with Verified by Visa. Transaction authentication is done using a one-time Passcode delivered to your mobile phone by SMS.

What is the benefit for consumers?

It provides added assurance when using your Visa Debit card to make purchases online at participating online stores. You can be comfortable that any online store using the Verified by Visa security system is a legitimate commercial entity.

Does Verified by Visa cost me anything?

No. There are no additional charges associated with this service.

Questions about shopping with Verified by Visa

Where can I shop using Verified by Visa?

You can shop online with Verified by Visa protection at any online merchant that supports Verified by Visa. You will be able to identify these by the Verified by Visa logo at the top of this page.

I am not an Internet expert. How easy is Verified by Visa to use?

Verified by Visa is so easy to use, you'll barely know it's there. Just shop online as you normally would. You may be prompted to enter a one-time Passcode which will be sent to your mobile phone by SMS. Once you have completed the transaction you can simply delete the SMS.

Why do you need to send me a one-time Passcode by SMS?

Sending a one-time Passcode to your mobile by SMS is a more secure authentication method. The one-time Passcode is a randomly generated number that is always different, unlike more traditional methods such as passwords and personal assurance messages which are static.

Will I be sent a one-time Passcode for every online transaction I make?

No. You will only be required to enter a one-time Passcode if your transaction is assessed as requiring a further level of authentication.

Should I be concerned that my transaction requires additional authentication?

No. There are a large range of factors that are assessed to determine whether a transaction requires further authentication. This is proof that Verified by Visa is working to make your online experience as safe and secure as possible.

What happens if I don’t have a mobile phone?

No problem. If you are unable to enter the one-time Passcode into the webpage, you will be prompted to enter information to help us confirm your identity.

What happens if the one-time Passcode is sent to an old mobile phone number, or I cannot receive it with my current mobile phone?

If you are unable to enter the one-time Passcode into the webpage, you will be required to call Suncorp Bank on 13 11 75 to complete your transaction. We will be able to update your details at that time.

What happens if I am unable to successfully enter the information required?

You will need to call Suncorp Bank on 13 11 75. Once we have identified you, we will suspend the Verified by Visa service to allow you to complete your transaction.

What can I do to make the process easier for me?

Simply ensure that you update your mobile phone number with Suncorp Bank whenever it changes. You can update this either by calling us on 13 11 75 or by using Internet Banking.

I don’t make online purchases. Will Verified by Visa affect me?

No. Verified by Visa only works with transactions made over the internet – for example, purchasing a book from Amazon.com.

What if a site doesn't have Verified by Visa?

You can still make online purchases at merchants that don't offer Verified by Visa. Your purchase will be processed as a regular online transaction, but without the added security of Verified by Visa.

Can I use Verified by Visa from any computer?

Yes. That's one of the benefits of Verified by Visa! You can make purchases at any computer.

Is any new software required on my computer?

No. All you need is an internet connection and an internet browser, such as Internet Explorer or Firefox.