Online security - common questions

Get help with accounts you manage through currency online banking and any associated cards.

Strong Customer Authentication

  • From 14 September 2019, a new EU regulation means that all banks need to add 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.

  • 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).

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

  • 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 3 ways you can verify yourself:

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

    You’ll need to complete 2 of these 3 ways to verify it’s you. This is called 'two-factor authentication'.

  • 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.

How the extra checks work

Facing issues with the extra checks

  • If you don’t have a mobile phone or landline number, and you usually access your currency online 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 in to online banking. You will need to call us for your account information.

  • 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.

  • 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 through currency online banking as long as you can receive a call to one of the numbers we keep on file.

    We need to keep your details up to date as we’ll text passcodes to your mobile or give you a call, so it’s important we have your most recent contact details.

  • In the event of this happening, give us a call. But, you may be able to resolve the issue.

    If your number is right but you are unable to complete the extra 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, make sure that you only have 1 session open. If you are able to receive the call but your code is not being accepted, make sure you only say or input the code when asked and do not say or press anything else.

Getting started online

 

International banking app

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International banking app

Use our app for international banking on the go.

  • Simple and secure login.
  • Fast, convenient and secure.
  • Easily manage your accounts.
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Online banking

Log in to mange or your accounts on our secure website.

Log in

Register

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