FAQs

‘Verified by Visa’ also referred to as ‘3DS’ protects your debit card against unauthorised use when you shop online at participating retailers.

You will see the ‘Verified by VISA’ logo on the participating retailer’s website:

No. All cards are automatically registered for the service. All you need to do is make sure your mobile number is registered with the Bank, as we may need to send you an OTP to enable the completion of your online transaction.

An OTP is a ‘one time password’ which is randomly generated and sent via SMS to the mobile number you have registered at the Bank. This password will be used to validate the transaction, providing an enhanced level of security on online card transactions.

A registered mobile number is a mobile contact number which you have registered with the Bank. If you have not registered your mobile number, please contact our Cards Team on +350 200 13990 to update your contact details.

If you have changed your mobile number, please contact our Cards Team on +350 200 13990 so that we may update our records.
This service is provided to you free of charge by the Gibraltar International Bank Ltd. You will benefit from an enhanced level of security when performing online card transactions.
An OTP is only required for retailers participating in the ‘Verified by Visa’ service.
Authentication may be required when using your card to complete a transaction online with a participating retailer. When authentication is required a ‘Verified by Visa’ screen will be displayed and you will be prompted to enter a ‘one time password’. This password will be sent to your mobile via SMS. By entering the OTP when prompted, your transaction will be authenticated and completed. This OTP will only be valid for the transaction you have received it for.
The OTP will be valid for 10 minutes from the moment it is requested.
If you have not received your OTP, please contact our Cards Team on +350 200 13990 and we will verify whether the registered mobile number we have registered for you is correct.
If your OTP has expired you will be returned to the online store, where you can attempt to complete the transaction again. A new OTP will be generated for your new attempt.
Please contact our Cards Team on +350 200 13990 who will look into the matter for you.
You have three attempts to input the OTP correctly after which the transaction will fail. You will then be returned to the online store in order that you can attempt to complete the transaction again.
Please call our Cards Team on +350 200 13990 who will look into the matter for you.
If you receive a password you were not expecting and you have a joint account, please check that the other account holder isn’t trying to make an online payment. Alternatively, please call our Cards Team on +350 200 13990 who will look into the matter for you.