Changes to Internet Banking - Frequently asked questions


1. What is 'Strong Customer Authentication'?

From 14 September 2019, a new EU regulation means that all banks need to provide an extra layer of security for their customers. It’s called 'Strong Customer Authentication'. For you, it means more protection when you’re shopping and banking online. It will involve extra checks to prove it’s really you. This will help keep you safer from online fraud.

In the Islands, equivalent legislation aligns us to these requirements.

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2. Why are you adding these extra checks?

An extra layer of security makes it harder for fraudsters to target your online accounts. All banks will have to provide these extra checks.

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3. How will this make online shopping and banking more secure?

Most people use passwords as way of proving it’s them. Sadly, passwords can be guessed or stolen by fraudsters. So we’re adding a second layer of security to check it’s really you, and make it harder for anyone else to. There are three ways you can verify yourself:

  1. “Something you know” this is a piece of secret information that only you know, like your password.
  2. “Something you have” this is a device you own, like your mobile phone or card reader.
  3. “Something you are” this is something that is unique to you, like your fingerprint.

You’ll need to provide two of these three ways to verify it’s you. This is called 'two factor authentication'.

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4. How do I prepare?

To make sure you’re ready for the extra security checks, there are a few things you can do:

  1. Check and update your phone number. We need your number to text a passcode to your mobile, or call your telephone. You can do this through your Currency Internet Banking, by calling us or by speaking to your relationship manager should you have one.
  2. When prompted, you can trust your device . Trusting your private and secure computer, laptop, tablet or mobile means we’ll know it’s you who’s logging on.

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5. Will my phone number be used for any other purpose?

No. Apart from texting passcodes to your mobile or calling your telephone to verify yourself, we’ll only ever use your number for what you’ve already given us permission to. This includes things like your marketing preferences and mobile alerts.

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6. Will I be able to complete my transaction if I don’t have a mobile phone?

There are other options to verify your payment. If you don’t have access to a mobile phone, you can use a landline or a work number should we hold this on file. You can check the numbers we hold for you on file via your Currency Internet Banking or by giving us a call.

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7. What happens if I don’t have signal or network coverage?

If you’re in an area with bad signal or network coverage, you can verify yourself in other ways.

  • You can wait until you have signal and try again.
  • If you have a landline number, we can call that instead.

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8. What ways can I verify myself?

There are a few ways you can verify yourself when logging on or paying for things online. You can:

  • get a text message with a passcode sent to your mobile (card purchases only)
  • get an automated call to your landline or mobile
  • use a trusted device (when logging on)

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9. When I logged on, I was asked to 'trust this device'. What does this mean?

If you choose to trust the device you use to log on (like your home computer, laptop, tablet, or mobile), it means we won’t need you to go through the extra security checks the next time you log on. You should only trust devices that are secure and aren’t used by people you don’t know.

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10. Why can’t I log on to Internet Banking?

If you don’t have a mobile phone or landline number, and you usually access your Currency Internet Banking account through a public or friend’s computer, so you’re unable to trust the device you’re using, you won’t be able to log on to Internet Banking. You will need to call us for your account information.

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11. I had already trusted my device, why is it asking me to trust it again?

If you’ve trusted your device, but have cleared your browser data, for example you’ve cleared your cookies, cache or browser history. Or, you’re using a new browser you will be prompted to trust your device again.

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12. My contact details are missing or incorrect

If you haven’t registered a mobile or landline number, or your number is incorrect, you will need to call us to update them. You will be able to update your number via Currency Internet Banking as long as you can receive a call to one of the numbers we hold on file. We need to hold up to date details as we’ll text passcodes to your mobile or give you a call, so it’s important we have your most recent contact details.

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13. What does this apply to?

This information relates to accounts you manage via Currency Internet Banking and any associated cards. For information relating to Sterling Internet Banking, please visit this page.

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14. My number is correct but I’m not able to input the code

In the event of this happening, please give us a call. However, you may be able to resolve the issue if this is caused by one of the following: If your number is correct but you are unable to complete the additional checks, this may be caused by your network provider blocking the call.

If you think this is the case, please contact them. Similarly, if you have multiple browser sessions open, please ensure that you only have one session open. If you are able to receive the call but your code is not being accepted, please ensure you say or input the code only when asked and do not say or press anything else.

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