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?

You can have fraud on your account in various ways. If you believe your card has been compromised, the first thing to do is block it immediately using Online Account Management. Here’s how to do it: Log into Online Acc…

How can I deal with an unauthorised transaction?

An unauthorised transaction can occur in various ways. If the transaction is on your card, the first thing to do is to block your card immediately via Online Account Management. Block your card Here’s how to do it. L…

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. You can simply reply with ‘Yes’ or ‘No’.…

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 Account Management, which will make sure that if your account security has been compromised, no further withdrawals ca…

What is Mastercard 3D Secure?

Mastercard 3D Secure 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 Passco…

How does Mastercard 3D Secure work?

Mastercard 3D Secure 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 Passcod…

How much does it cost to use Mastercard 3D Secure?

There's no charge to use Mastercard 3D Secure. 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 3D Secure?

No, you don't. All cards are automatically registered for Mastercard 3D Secure. You just need to make sure your mobile number and email address are up to date on Online Account Management. This is because we might need to send…

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 3D Secure …

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 3D Secure screen. A new One Time Passcode (OTP) will then be sent to either your mobile or email address. You can select which method y…

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, login to Online Account Management and click on Personal Details. You can then chec…

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 Account Management and click on Personal Details. Here, you can check that we have the c…

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 3D Secure, but also when logging in to Online Account Management or the App, or setting up new …

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 3D Secure. However, it could also b…

How do I know which retailers use Mastercard 3D Secure?

All participating retailers will have the Mastercard 3D Secure logo on their website – see below: Alternatively, you'll know if a retailer uses Mastercard 3D Secure if you're asked to enter a One Time Passcode (OTP) wh…

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