What should I do if I don’t receive a Verification Code?

First of all check you have signal and that your mobile phone number registered with us is up-to-date. You can do this by logging in to Online Banking, clicking on your name and selecting ‘My Settings’, and then selecting the ‘Contact Information’ tab. If you need to request a new code, you can do this up to three times by using the link provided on the secure pop-up screen on the merchant’s website.

How long do I have to enter my Verification Code to complete my payment?

Each unique Verification Code is valid for 4 minutes from the time it is generated. If your code expires you’ll need to request a new one by using the link on the secure verification screen. You can do this up to three times.

What should I do if I change my mobile phone number?

Please update your details using Online Banking. Your contact details can be found on the ‘ Contact Information ’ page when you click on your name, and then ‘ My Settings ’. For security you will need to sign this request using your card and card reader. If you don't have access to your card and card reader, you can contact your local branch during office hours or Customer Support from the UK on 0800 470 8000 or on +44 20 7578 8247 from outside the UK.

Extra security when you shop online

We've added extra security features to increase fraud protection

Two ways to approve your online transactions

When you pay for something online with your Handelsbanken Debit or Charge Card we may ask you to confirm that it’s you using the card. You can choose how to approve each transaction; for many payments, approval won’t be needed.

Individual Banking app

Approve your Individual Debit and Charge Card transactions in a few clicks.
Can be used when your phone has mobile reception or is connected to Wifi.

Text message and password

Get a text message with a one-time code to approve your purchase.
You'll need your Mastercard Identity Check & Visa Secure password.
Make sure we have your up-to-date mobile number.

How it works

When making a purchase online, checkout as usual by entering your Handelsbanken card details.
If the transaction requires approval, then a MasterCard Identity Check or Visa Secure screen is displayed.

Individual Banking app

Set up your Individual Banking app to approve transactions by downloading the latest version of the app.
When the Mastercard Identity Check or Visa Secure screen is displayed, select ‘Individual Banking app’.
The screen shows details of your payment, and asks you to open your app to approve the transaction.
If you have enabled notifications, you will receive a notification that takes you directly to the app.
Log in to the Individual Banking app, check the details carefully, and click Approve.
Return to the website and confirm the transaction is complete.
If you don’t recognise the transaction, click Decline and contact Handelsbanken Customer Connect on: 0800 470 8000 (outside the UK: +44 20 7578 8247).

You’ll have 10 minutes to complete these steps, then the transaction will time out.

Don’t have the Individual Banking app?

If you have Individual Online Banking, you can get the app straight away using your log-on card and reader. Enable notifications in the app for the quickest way to manage your transactions. To register for Individual Online Banking, contact your branch.

Individual Banking app

Remember

Once you’ve approved a transaction in the Handelsbanken app, click Submit when prompted on the merchant’s app, otherwise the transaction will fail. You won't need to confirm transactions on a merchant's website.

Text message and password

When the MasterCard Identity Check or Visa Secure screen is displayed, select ‘Text message and password’.
A verification screen will be displayed online asking for a six digit Verification Code and your password. You will be presented with either of the following two displays (dependent on the Handelsbanken card you are using for payment)

You will receive a text message from ‘HBSecure’ to your registered mobile number with the Verification Code. This code is unique to you. Please don't share it with anyone, even if they claim to be from Handelsbanken. We'll never ask you for it. The text message will confirm the amount of your transaction and the last four digits of your card.

Enter the six digit Verification Code and your password online to complete your transaction and press ‘Submit’

If your transaction has been declined

New checks are being introduced by all UK banks to provide more fraud protection and meet new regulations. Some online merchants may not be ready, which means they aren’t able to send us transactions to make the extra security checks, leading to a decline. If your transaction is declined and you have enough money in your account, but you didn’t see the above screens, contact the merchant.

Don’t have a password?

You can register and manage your password in Individual Online Banking. If you don’t have Individual Online Banking, you’ll need to contact your branch who can provide an alternative way for you to set your password.

The easiest way for Individual Banking customers to approve online transactions is using our app, removing the need for a password.

Do we have your up-to-date mobile number?

We need your up-to-date mobile number so you can receive Verification Codes. Individual Banking customers can do this in Online Banking, by clicking on your name and selecting ‘My Settings’, and ‘Contact Information’. Your branch will confirm or amend the mobile number we have for you. Corporate Banking customers will need to update their contact details with their branch.

Important information

If you do not own a mobile phone, or live in an area with poor mobile signal coverage, please contact your branch.

FAQs

First of all check you have signal and that your mobile phone number registered with us is up-to-date. You can do this by logging in to Online Banking, clicking on your name and selecting ‘My Settings’, and then selecting the ‘Contact Information’ tab. If you need to request a new code, you can do this up to three times by using the link provided on the secure pop-up screen on the merchant’s website.
Each unique Verification Code is valid for 4 minutes from the time it is generated. If your code expires you’ll need to request a new one by using the link on the secure verification screen. You can do this up to three times.
Please update your details using Online Banking. Your contact details can be found on the ‘Contact Information’ page when you click on your name, and then ‘My Settings’. For security you will need to sign this request using your card and card reader. If you don't have access to your card and card reader, you can contact your local branch during office hours or Customer Support from the UK on 0800 470 8000 or on +44 20 7578 8247 from outside the UK.