The challenging times we’re all experiencing means we’re getting a lot more calls than usual and our call times are longer. So we can support people in the most vulnerable situations, we ask that you only call us if your enquiry is urgent. You can still use our online and mobile banking services and our automated service.

Frequently asked questions

For information on Bank of Scotland Secure, below is a list of frequently asked questions. Simply click on each question to view the answer.

About Bank of Scotland Secure

Purchases using Bank of Scotland Secure

Making the site accessible

About Bank of Scotland Secure

  • 1.
    What is the Bank of Scotland Secure service?

    Bank of Scotland Secure is a free service offered by Bank of Scotland in partnership with Visa International Services Association and Mastercard® International. This service offers more secure Internet shopping, using your preferred form of Internet payment – your Bank of Scotland credit or debit card.

    The service will assess each transaction and your card details are either automatically verified or, in some cases, you will be required to provide information for further verification. The Bank of Scotland Secure service only applies to online purchases at participating retailers.

    You will sometimes see the Bank of Scotland Secure service being called Visa Secure® or Mastercard® Identity Check either online or in other communications, however these names all apply to the same service which protects your cards online.

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  • 2.
    Which cards will be covered?

    Your Bank of Scotland debit and credit cards are eligible for the Bank of Scotland Secure service.

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  • 3.
    How does Bank of Scotland Secure work?

    When you make a purchase online, Bank of Scotland Secure issues a receipt to the retailer at the end of the checkout process. The receipt includes details of your current purchase, such as the retailer's site name, purchase amount, and the date of the purchase. You will get a page with a “Processing….” message after you have entered your payment details or, in some cases, you may be required to give further information to verify your card details.

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  • 4.
    How does Bank of Scotland Secure protect me?

    With Bank of Scotland Secure, your transaction is more secure as we use a security system that runs behind the scenes while you shop online, helping to prevent unauthorised use of your Bank of Scotland cards.

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  • 5.
    Will I need to apply for a new card to use Bank of Scotland Secure?

    No. Bank of Scotland Secure is designed to help protect existing cards that you already have with Bank of Scotland.

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  • 6.
    How many online retailers currently participate in the Bank of Scotland Secure service?

    Many online retailers are already participating in the Bank of Scotland Secure service. As the service grows, more will be added.

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  • 7.
    How much does Bank of Scotland Secure cost?

    Bank of Scotland Secure is a free service available to all Bank of Scotland customers.

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  • 8.
    What browser do I need to use for Bank of Scotland Secure?

    Bank of Scotland Secure requires the use of the following - Windows Microsoft® Internet Explorer 5.5 and above, Windows Netscape Navigator® 7.2 and above, Windows AOL® 9, Windows Firefox® 1.0, 2.0 and 3.0, Opera® 9.5 and Macintosh Safari®.

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  • 9.
    Can I use Bank of Scotland Secure from any computer?

    Yes. One of the great advantages of Bank of Scotland Secure is that you can use it from any computer connected to the Internet and has a compatible browser.

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  • 10.
    Where can I view the conditions applying to the use of the Bank of Scotland Secure service?

    To view the Bank of Scotland Secure conditions, please go to the terms of use page.

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  • 11.
    I have more questions. Where can I get more help and information on Bank of Scotland Secure?

    For more help and information, please call the Customer Service number on the back of your Bank of Scotland debit or credit card. We'll be pleased to assist you.

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Purchases using Bank of Scotland Secure

  • 1.
    What if I have software that blocks pop-up boxes?

    Some software may not allow pop-ups. If you have this software installed you must disable it or change the settings to allow pop-ups for Bank of Scotland Secure to operate correctly.

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  • 2.
    What if I'm purchasing online but the Bank of Scotland Secure summary box doesn't appear?

    It may be that the retailer does not use Bank of Scotland Secure yet but you will still be able to purchase at these retailer's site. Simply follow the retailer's normal checkout process.

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Making the site accessible

Bank of Scotland plc. Registered in Scotland No. SC327000. Registered Office: The Mound, Edinburgh EH1 1YZ. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 169628.