We have introduced additional layers of security for your Coutts cards that will make online shopping less obtrusive but no less safe. The new service will also be easier to use as there is no need to register or remember a password.
Please select a question
Do I need to register my cards for this service?
Is a passcode required for all online payments?
How can I update my mobile phone number or email address with the Bank?
How will the service work for additional cardholders on my account?
What should I do if I do not receive the passcode?
What happens if I enter a wrong passcode too many times?
What should I do if I am not able to confirm the payment before the passcode expires?
What happens if I have multiple mobile phone numbers registered with the Bank?
Will I receive the passcode if I have an overseas mobile phone number on file?
Can I receive a passcode when I am overseas?
You will not need to register your cards for Coutts Online Verification. However, you must ensure that the mobile number and email address we hold for you is up to date and inform us immediately of any changes to your contact details.
No, only online stores participating in Verified by Visa or MasterCard SecureCode may require you to enter a passcode to complete an online payment. In the majority of cases, a passcode will not be required - you will only be sent a passcode on occasions when an additional layer of security to protect you is needed.
If you are a Private client, please contact your Private Banker or Coutts 24 on +44(0)20 7957 2424 to update your contact details. If you are a Commercial client, please contact your Commercial Banker. Alternatively, you can use our Online Banking service and update your details online.
If the online payment is made with an additional card that has its own unique number, the passcode will be sent to the additional cardholder’s registered mobile phone number/email address. If the online payment is made with a card that shares the same card number as another cardholder on the account, the additional cardholder will be prompted to enter their name as it appears on their card, omitting any special characters. The passcode will then be sent to the additional cardholder’s registered mobile phone number/email address.
If you do not receive your passcode within 30 seconds of submitting your request, you may request for another passcode by using the link provided on the screen. You should also check if your mobile phone number/email address registered with the Bank is up to date.
For security reasons, you will not be allowed to request another passcode if you have exceeded the maximum number of entries allowed and you will need to contact us for further assistance.
The passcode will only be valid for 8 minutes after it is issued. You can request for another passcode to be sent if the original passcode has expired by using the link on screen.
In instances where we hold multiple mobile numbers on your file, you will be asked to select the mobile number where you want to receive the passcode from a drop-down list.
Yes, if you have an overseas number registered with us, we will send the passcode to this number.
We will send the passcode to the mobile phone number held on file. If you are using an overseas mobile service provider, they may not support international SMS. In that instance, please consult your service provider and/or hardware supplier for further details.