3D Secure FAQ

I. General Questions

What is the Verified by Visa service (also known as 3D Secure service)?


Verified by Visa is a service offered by ICICI Bank UK PLC in partnership with Visa. This service provides a way to PIN-protect your Card usage on the Internet.

 

Simply register your Card and choose a 3D Secure PIN. This 3D Secure PIN will be required whenever you use your Card to make Internet purchases from participating merchants. The requirement of your 3D Secure PIN prevents unauthorized usage of your Card on the Internet, giving you more confidence about making secure purchases online.

Will I need to apply for a new ICICI Bank Card to use Verified by Visa?


No. Verified by Visa is designed to protect the ICICI Bank Card that you already have.

How much does Verified by Visa cost?


Verified by Visa is free to all ICICI Bank UK PLC Debit Cardholders.

Is Verified by Visa easy to use?


Verified by Visa is quick and easy to use. When you submit an order in one of the participating online stores, you will be asked for your Verified by Visa 3D Secure PIN. Simply enter your 3D Secure PIN, choose Submit, and you're done.

What browser do I need to use for Verified by Visa?


Verified by Visa requires Microsoft Internet Explorer version 4.0 and above, Netscape Navigator 4.0 and above, or America Online 4.0 and above.

Can I use Verified by Visa from any computer?


Yes. One of the great advantages of Verified by Visa is that you can use it from any computer connected to the Web.

II. Registering Your Card

What cards can I register with Verified by Visa?


You can register your ICICI Bank UK PLC Debit Cards.

Can I register more than one ICICI Bank UK PLC Card?


Yes. You are, in fact, required to register all of your ICICI Bank UK PLC Debit Cards that you wish to use for Internet shopping.

Why do you require personal information, such as my date of birth, during registration?


We need to ensure that only the rightful owner of the Visa card is able to register for Verified by Visa. By providing this personal information you help us verify your identity.

I encounter an error message even though I am entering the correct card details and my genuine date of birth. Why does this happen and what should I do?


You must ensure that you enter your Card number & valid from date exactly as it is indicated on your Debit Card. You will receive an error message if any of these details do not match.

 

An error would also appear if the date of birth that you are entering does not match with your date of birth (DOB) as captured in our records. This may be due to any reasons that could have occurred during your application. To update your correct DOB in our systems, please contact our call centre on 03444124444 (Calls to this number use free plan minutes if available, otherwise the cost would be the same as 01/02 prefix calls) to update the same.

What does my 3D Secure PIN have to be made up of?


Your Verified by Visa 3D Secure PIN must be 6 digits in length and containing numbers.

What steps should I take to ensure that my 3D Secure PIN is strong and difficult to guess?


Avoid using a 3D Secure PIN that is easy to guess, such as your date of birth. Also avoid using a 3D Secure PIN that you have already used elsewhere. Keep in mind that while consolidating 3D Secure PINs may be more convenient, it can also be less secure. It is your responsibility to protect your 3D Secure PINs.

 

A secure 3D Secure PIN should be something that is easy for you to remember but difficult for anyone else to guess. Never write down your 3D Secure PIN in a place that could be easily located. Never share your 3D Secure PIN with others. You may even choose to change your 3D Secure PIN periodically.

If I register two or more ICICI Bank Cards, can I set the 3D Secure PIN to be the same for all the Cards I register?


When you register with Verified by Visa you will be asked to create a 3D Secure PIN only for the Card that you are registering. This 3D Secure PIN allows you to make online purchases from participating Verified by Visa merchants using only that particular card. It is up to you to use the same 3D Secure PIN for your other Cards as well. Keep in mind that while consolidating 3D Secure PINs may be more convenient, it can also be less secure. It is your responsibility to protect your 3D Secure PINs.

What is a Personal Message?


You create your Personal Message as in your Verified by Visa registration. When you pay online, always look for your Personal Message before you enter your 3D Secure PIN to ensure that you're using the authentic Verified by Visa service.

Can I set my Personal Message to be the same as my 3D Secure PIN?


Your Personal Message and your 3D Secure PIN must not be the same, to ensure your security.

III. Using Verified by Visa

How will I shop with Verified by Visa?


When you pay with your ICICI Bank UK PLC Debit Card, the 3D Secure service will automatically be extended to you at participating online stores.

Where will I be able to shop using Verified by Visa?


You can shop at any online store that has the Verified by Visa symbol.

How soon after completing my online registration can I begin to use the Verified by Visa service to make online purchases?


The service is activated as soon as you receive confirmation of your registration. You can go shopping immediately at a participating Verified by Visa merchant. At check-out, you will be required to enter your 3D Secure PIN in the 3D Secure window.

What will happen when I go to pay online?


When you finish shopping at a participating Verified by Visa merchant, proceed to the merchant's check-out page. After you enter your registered ICICI Bank UK PLC Debit Card number and submit your purchase, your Verified by 3D Secure payment window will appear. First, look for your Personal Message. Confirm that it is correct and then, enter your 3D Secure PIN and choose Submit.

Once I sign up for Verified by Visa, will I enter my 3D Secure PIN wherever I shop?


You'll enter your Verified by Visa 3D Secure PIN only when making an online purchase.

I made an online purchase, but the Verified by Visa window did not appear. What's wrong?


First, check to make sure that the Card you used for the purchase is one that you have registered with the ICICI Bank UK PLC Verified by Visa service. Second, determine whether the merchant is a participating Verified by Visa merchant. The merchant must be participating in the Verified by Visa service in order for the window to appear.

What happens if I try to make a purchase at a merchant that doesn't participate in the Verified by Visa service?


The only difference is that you will not see the Visa payment window prompting you for your 3D Secure PIN – the purchase will proceed just as it did before you registered your Card with Verified by Visa. Of course, by shopping at participating Verified by Visa merchants, you have the extra security of confirming your identity with your 3D Secure PIN.

I don't see my Personal Message on the receipt. What should I do?


Always look for your Personal Message before signing the receipt. If your Personal Message does not appear on the receipt, do not sign it – contact our call centre on 03444124444 (Calls to this number use free plan minutes if available, otherwise the cost would be the same as 01/02 prefix calls).

The Personal Message on the receipt is not mine. What should I do?


If a Personal Message other than yours appears on the receipt, please do not sign it – contact our call centre on 03444124444 (Calls to this number use free plan minutes if available, otherwise the cost would be the same as 01/02 prefix calls). Always look for your Personal Message before signing the receipt.

What happens if I cancel my ICICI Bank UK PLC Debit Card and then get a new one with a different account number?


You will need to register the new Card for the Verified by Visa service.

IV. Member Service

Can I change my 3D Secure PIN?


Yes. You can change your 3D Secure PIN at the time of shopping. By selecting 'Forgot 3D Secure PIN', you will be asked to provide your card details and your date of birth as you had entered them during enrolment. After this, you would be sent a One Time Password (OTP) on your ICICI Bank registered mobile number via an SMS. You would then have to enter this OTP during your current transaction. Once you have entered the OTP successfully, you will be allowed to create a fresh 3D Secure PIN. If you still face problems, please contact ICICI Bank UK PLC call centre on 03444124444 (Calls to this number use free plan minutes if available, otherwise the cost would be the same as 01/02 prefix calls).

What if I forget my 3D Secure PIN?


For your protection you are offered three attempts to enter your 3D Secure PIN correctly before your 3D Secure PIN is suspended. By selecting 'Forgot 3D Secure PIN', you will be asked to provide your card details and your date of birth as you had entered them during enrolment. After this, you would be sent a One Time Password (OTP) on your ICICI Bank registered mobile number via an SMS. You would then have to enter this OTP during your current transaction. Once you have entered the OTP successfully, you will be allowed to create a fresh 3D Secure PIN. If you still face problems, please contact ICICI Bank UK PLC call centre on 03444124444 (Calls to this number use free plan minutes if available, otherwise the cost would be the same as 01/02 prefix calls).

How do I change the mobile number that I have selected for use with Verified by Visa correspondence?


ICICI Bank UK PLC 3D Secure service uses the mobile number that you have updated with ICICI Bank UK PLC for all its communication. To make a change in the 3D Secure correspondence mobile number, update your new details either by visiting the nearest ICICI Bank UK PLC Branch. Please click on the link to get the Branch details.

 

Or

 

A customer can fill up the form for Change of Mobile number and send it along with any of the below documents. Please click on the Link to download the form.

 

DocumentDetails
UK Passport Validity: Six months or more(EU passports will be accepted provided the document is in date)
Non-UK Passport Validity: Six months or more
Valid UK photo card driving license  
UK Provisional photo card driving licence  
EEA National Identity Card (for non-UK nationals) For Northern Ireland, this can be the identity card issued by the electoral office
UK-issued Identity Card for foreign nationals This is accepted together with a valid passport
Computerised Photo PAN Card issued by  
Income Tax Authorities in India  

 

Any document provided to the Bank must be certified as a true copy of the original. The copy must be signed, dated and stamped by an officer from one of the following:

  • An FCA authorised financial intermediary
  • Embassy officials in the course of their duty
  • Consular officials in the course of their duty
  • Staff of an FCA regulated banking institution
  • A qualified practicing lawyer or accountant
  • A notary public
  • Commissioner for Oaths
  • Serving Member of Parliament

 

The person who has seen the original documents and has certified the copies must certify each document using the following wording;

 

“I confirm that I have seen the original documents belonging to the applicant, whose photocopies are attached and annotated as “Original seen”. Where the document has a photographic image, the photocopy has been annotated “original seen, copy provides a good likeness to the applicant”.

 

The document must be sent to the below address.

ICICI Bank UK PLC
PO Box 68920
London
E1W 9HA

What happens if my Card is lost or stolen? Do I have to re-register with the Verified by Visa service when I receive a new Card?


To report your Card lost or stolen, call ICICI Bank UK PLC Customer Care. Since you have registered your Card with Verified by Visa, you have reduced the chance for online fraud on your Card. You will be required to re-register your new Card number, and the new Card number will be associated with your existing Verified by Visa profile.

What happens if I suspect that someone has stolen or guessed my 3D Secure PIN?


If you feel that your 3D Secure PIN has been compromised, log in to our website to re-set your 3D Secure PIN. If you also feel that your Card number has been compromised and may be used fraudulently, you should immediately call ICICI Bank Customer Care and report your card as lost or stolen.