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Security

From staying safe when you’re shopping online, to what to do when you don’t recognise a transaction, we’ll explain all you need to know here.

Is my money protected?

Yes, your money is well protected. We are an Authorised Electronic Money Institution, authorised and regulated by the FCA. We’re permitted to process payments and provide the account service to you. The main difference i…

I’ve received an email from you, but I’m not sure it’s real?

To check if an email we send you is real, look out for the following signs. At the top we will always quote your account number with the last four digits starred out – e.g. 1234****. We’ll also always address yo…

How can I report fraud on my account?

If you believe your card has been used fraudulently, you can lock your card to stop any more unauthorised use. Then cancel your card and order a new one. How to cancel your card: Go to the ‘card’ section Select…

How can I deal with an unauthorised transaction?

If an unauthorised transaction has taken place on your card, cancel it using online banking or the app. How to cancel your card: Go to the ‘card’ section Select ‘Lost or stolen cards’ Confirm that …

How do I block a fraudulent transaction?

If we spot a transaction that we suspect is fraudulent, we’ll text you to ask whether it’s you making the transaction before allowing it to go ahead. Reply with ‘Yes’ if you made the transaction, or ‘…

I don't recognise a transaction, what shall I do?

If you don’t recognise a transaction, the safest thing to do is to block your card through online banking or the thinkmoney app, which will make sure that if your account security has been compromised, no further wit…

What is Mastercard Identity Check?

Mastercard Identity Check makes it easy and more secure for you to pay with your thinkmoney prepaid Debit Mastercard® online – even when shopping on your mobile. On occasion, you might be asked to enter a 'One Time P…

How does Mastercard Identity Check work?

Mastercard Identity Check is there to help protect you against unauthorised use of your card. When using your thinkmoney prepaid Debit Mastercard® to shop online or on your mobile, you might be asked to enter a One Time Pa…

How much does it cost to use Mastercard Identity Check?

There's no charge to use Mastercard Identity Check. The programme is in place to help reduce the risk of you falling victim to online fraud. You can find out more about how to stay safe online in our Security FAQs.

Do I need to register my card for Mastercard Identity Check?

No, you don't. All cards are automatically registered for Mastercard Identity Check. You just need to make sure your mobile number and email address are up to date. This is because we might need to send you a One Time Passcode…

What is a One Time Passcode (OTP)?

A One Time Passcode (OTP) is a random set of numbers we'll send to you by text or email. You can select which method you prefer – email or text - at the time you are making your purchase. You'll need to enter this number…

How will I receive my One Time Passcode (OTP)?

You'll receive your One Time Passcode (OTP) by text or email. We'll send it to the latest mobile number or email address you've registered with us. You can select which method you prefer – email or text - at the time you…

How long is my One Time Passcode (OTP) valid for?

Your One Time Passcode is temporary and designed to be used for one transaction only. It will last for 5 minutes. Don't worry, if it runs out you can click 'Continue' and then the 'Resend OTP' link on the Mastercard Identity C…

What if I haven't received my One Time Passcode (OTP) within 5 minutes?

Don't worry, just click 'Continue' and then select the 'Resend OTP' link on the Mastercard Identity Check screen. A new One Time Passcode (OTP) will then be sent to either your mobile or email address. You can select which met…

What if I haven't received my One Time Passcode (OTP) after clicking the resend link?

You have three attempts to click on the 'Resend OTP' link. If you’ve tried a couple of times and the email or text hasn’t arrived, log in to online banking or the app and go to 'contact details' in the 'more' secti…

What should I do if my One Time Passcode (OTP) is blocked?

If you've blocked your One Time Passcode (OTP) by clicking the 'Resend OTP' link three times and it hasn’t arrived, login to online banking or the app and go to the 'personal details' in the 'more' section. Here, you can…

I’ve received a One Time Passcode that I wasn’t expecting – what should I do?

There are a number of reasons why you might be sent a One Time Passcode – this includes when shopping online using Mastercard Identity Check, but also when logging in to online banking or the app, or setting up new online…

How can I tell if a One Time Passcode is from you?

If you request an OTP by text it will come from ‘tm OTP’. If you request it by email the sender will be ‘[email protected]’.

I’ve received a text / email from ‘tm OTP’ / ‘[email protected]’ – what is this?

We will send you a One Time Passcode (either by text or email) when you make certain transactions. Usually, this will happen when you are shopping online with a retailer that uses Mastercard Identity Check. However, it could a…

How do I know which retailers use Mastercard Identity Check?

All participating retailers will have the Mastercard Identity Check logo on their website – see below: Alternatively, you'll know if a retailer uses Mastercard Identity Check if you're asked to enter a One Time Passcod…

PSD2 explained: What is it and how will it affect me?

The law is changing. Following the introduction of the EU Payment Services Directive (PSD2) from 13 January 2018, online services that you allow to access your account data or make payments on your behalf will be regulated by t…

What is Mastercard biometrics?

Mastercard biometrics is a way of confirming your identity and protecting you from fraud. When you use your card online, we might need to confirm that it’s you making the purchase before allowing it to go ahead. With Mas…

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