Verified by Visa frequently asked questions

What is Verified by Visa?

Verified by Visa (VbV) is a free service designed to provide extra protection when you shop online at participating Verified by Visa merchants with your Police Credit Visa card.

How does Verified by Visa work?

As you make a purchase online, VbV assesses the risk of the transaction based on a number of factors. You will be asked to confirm some personal details such as:

• Name (embossed card name)
• Date of birth
• Postcode (residential address)
• Member Number

Will Verified by Visa work on my existing Visa card?

Yes. Police Credit will register your card for VbV on your behalf, so you'll be automatically protected.

Can I choose not to enrol for VbV?

No. Police Credit is committed to provide members with online security, therefore VbV cannot be switched off.

Will I require a username and password for the Verified by Visa service?

No. You do not require a username and password as you will be automatically registered and protected. All new and existing cards are registered and recognised as VbV enabled.

Why would I be asked to confirm personal details and is it safe?

Each time you make a purchase, VbV will assess the risk level of the transaction. Certain activity may seem out of the ordinary; e.g. a high dollar value, or a retailer you've never bought with before.

In the situation where VbV is concerned that a transaction may be fraudulent, the VbV system will prompt you to confirm your identity, requesting you enter some personal information to verify it is you as the cardholder doing the transaction.

If the transaction is considered high risk, you will be required to confirm several personal details before the transaction is approved.

Will my account be billed for VbV purchases?

You wont notice any difference in billing. Your VbV purchases will appear as normal purchases on your statement, under the name of the 'merchant' – i.e. the company from which you made the purchase.

Is there a charge for using VbV?

No. This additional security is provided to you free of charge.

What browser do I need to use Verified by Visa?

VbV requires Microsoft Internet Explorer version 5.5 and above, Netscape Navigator 7.1, Safari and Firefox.

Can I use VbV from any computer?

Yes. You can use VbV from any computer connected to the internet with a compatible browser, as listed above.

How can I get further information?

For further information about VbV, please contact Member Response during business hours (8am – 5pm Mon-Fri) on 13 63 73 and press 3.

What will appear on my screen when I make a transaction? Do I need to enter my personal details every time I make a transaction?

The screen below will appear when conducting a 'low-risk' transaction at a VbV enabled merchant. For all 'low-risk' transactions, you will not be required to authenticate yourself when making a purchase.

What does the VbV screen look like?

The screen below will appear when conducting a 'high-risk' transaction at a VbV enabled merchant. It will require you to authenticate yourself by entering the following details:

• Name (embossed card name)
• Date of birth
• Postcode (residential address)
• Member Number

Once complete, please select the 'Submit' button.

How many attempts do I have to enter my correct details?

You have three attempts to authenticate your identity before your transaction will be suspended. The screen below will appear if the transaction is suspended.

Why has my card been suspended?

You only have three attempts to authenticate your identity before your VbV transaction is suspended. There is a 4-hour suspension period after which your VbV access will automatically be re-activated. During the suspension period, you will not be able to conduct any transactions at any VbV enabled merchant.

However, you can re-activate your VbV access before the 4-hour period, by calling Member Response on 13 63 73 (during business hours).

Please note – you can continue to transact on your account/card via non-VbV transaction methods e.g. ATM, EFTPOS, Rapid Response and pc.easynet.

Why is my VbV access blocked and what has caused this to happen?

Once your VbV access has been suspended and you have tried to conduct another high-risk transaction after four hours, and you gain fail to authenticate your identity (after another three attempts) your VbV access will be blocked and this time will not be released automatically. You must contact Member Response on 13 63 73 (during business hours) to re-activate your VbV access. Whilst your VbV access is blocked, you will not be able to transact at any VbV enabled merchant.

Please note – you can still continue to transact on your account/card via non-VbV transaction methods e.g. ATM, EFTPOS, Rapid Response and pc.easynet.

What does 'Transaction Failed' mean?

When a VbV enabled merchant has identified a transaction as 'very high-risk', the transaction will automatically be declined. You won't be able to proceed with your transaction.