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The following Frequently Asked Questions may assist you with any queries you have on Verified by Visa.
About the service
Registering for Verified by Visa
Shopping with Verified by Visa
About the service:
1. What is Verified by Visa?
Verified by Visa is a new service that allows you to add a personal password to your existing NAB Visa Card. When making purchases with participating online retailers, you will be asked to enter your Password which will then be verified by NAB to validate your identity. You will also have the added confidence of seeing your Personal Assurance Message appear at the point of purchase so you know you are purchasing from a participating Verified by Visa online retailer. This service provides an enhanced level of security for your online shopping.
2. I'm not an Internet expert. How does Verified by Visa work?
Verified by Visa is quick and easy to use. You don't need a new card or any special software. Once you've registered for the service, your personalised Verified by Visa window will appear when you make a purchase from a participating Verified by Visa online retailer. You just need to check that your Personal Assurance Message appears correctly, then simply enter your Password (both of which you will have set up at time of registration). Once your Password is verified by NAB to validate your identity, you can proceed with your purchase with added confidence - easy!
3. Is Verified by Visa easy to use?
By registering for Verified by Visa via nab.com.au you will be able to create a Password and a Personal Assurance Message to use when shopping online with participating Verified by Visa retailers. By registering for the service whilst making a purchase at a participating online retailer, your Personal Assurance Message will be preset to display "Welcome". Once you have registered for Verified by Visa, your Personal Assurance Message will display the first line of your address. This provides you with the assurance that you are shopping with a participating Verified by Visa online retailer. Your Verified by Visa Password will be as easy to use as your PIN at an ATM.
4. What is a Personal Assurance Message?
When you register for Verified by Visa via nab.com.au, you will be asked to create a Personal Assurance Message. It can be a statement, sentence or phrase of your choice. By registering for the service whilst making a purchase at a participating online retailer, your Personal Assurance Message will be preset to display "Welcome". Once you have registered for Verified by Visa, and are subsequently shopping at a participating online retailer, your Personal Assurance Message will display the first line of your address. This provides you with the assurance that you are shopping with a participating Verified by Visa online retailer. Should you wish to change this, you may do so by visiting the Credit Cards, Secure Online Shopping section of nab.com.au. Your Personal Assurance Message will appear at the point of purchase with participating Verified by Visa online retailers. During the purchase process and before you enter your Password you should always check to see that your Personal Assurance Message appears correctly. This will confirm that you are dealing with a participating Verified by Visa online retailer.
5. Can I use Verified by Visa from any computer?
Verified by Visa can be used from just about any computer with an Internet connection. There's no special software to install, and once your card is registered, you can shop online with participating Verified by Visa retailers with added security. If the software on your computer stops 'pop-up' windows from appearing, you will need to disable this function. 'Pop-up' windows are essential for the service because at the point of purchase with a participating online retailer, your Personal Assurance Message will be displayed and you will be requested to enter your Password in a 'pop-up' window. Be sure also that Cookies and JavaScript are enabled on your computer.
6. Does Verified by Visa require a particular Internet browser to work?
All you need is an Internet connection, and Internet Explorer®, Netscape® or AOL® browser software, Version 4.0 or above. To see if your browser is compatible, go to the 'Help' menu in the upper right of your browser and select the 'About' option. It should tell you what version is installed on your computer.
Microsoft and Windows are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. Netscape and the Netscape N and Ship's Wheel logos are registered trademarks of Netscape Communications Corporation in the U.S. and other countries. AOL is a trademark of America Online Inc.
7. I have an additional card on my personal credit card account. How does this work?
Your additional cardholder can also use Verified by Visa. If you or your additional cardholder wish to register for the service you will each need to register separately and create your own Personal Assurance Message and Password if you register via nab.com.au. Then, when you make a purchase with a participating Verified by Visa online retailer, you will see both Personal Assurance Messages appear. If you register for the service whilst making a purchase at a participating online retailer, your Personal Assurance Message will be preset to display "Welcome". Once you have registered for Verified by Visa, your Personal Assurance Message will display the first line of your address. This provides you with the assurance that you are shopping with a participating Verified by Visa online retailer. You must look for and confirm your Personal Assurance Message appears correctly, select your name from the next box, and then enter your Password. The purchase can then progress with the added security of Verified by Visa.
8. What if I am registered for Verified by Visa but the additional cardholder on my personal credit card account isn't?
If you have an additional cardholder, the good news is that Verified by Visa works for both of you. Your additional cardholder will also need to register and create their own Personal Assurance Message and Password in order use the service. If your additional cardholder isn't registered, they won't be able to purchase online with participating Verified by Visa retailers with the added security of Verified by Visa. When purchasing online with a participating retailer, a 'pop-up' window will appear displaying your Personal Assurance Message at the point of purchase if you are a registered user. At this stage of a purchase, an unregistered additional cardholder may be permitted to proceed with the purchase using the credit card, however the additional cardholder will need to cancel out of the verification process and the purchase will proceed outside of the Verified by Visa service. Alternatively, the online retailer may request another form of payment be used. It is for this reason that we encourage you and your additional cardholder to both register for the added security of Verified by Visa.
9. What if the additional cardholder on my personal credit card account is registered for this Verified by Visa service but I am not?
When purchasing online with a participating retailer, a 'pop-up' window will appear displaying your additional cardholder's Personal Assurance Message at the point of purchase, as they are a registered user. At this stage of a purchase you, as an unregistered cardholder, may be permitted to proceed with your purchase using the credit card, however, you will need to cancel out of the verification process and the purchase will proceed outside of the Verified by Visa service. Alternatively, the online retailer may request another form of payment be used. It is for this reason that we encourage you and your additional cardholder to both register for the added security of Verified by Visa.
10. I have a NAB Visa Classic and a NAB Visa Gold. Do I need to register both cards?
Yes - if you are the accountholder of more than one NAB Visa Card you will need to register each one separately for Verified by Visa.
11. Is this service available for NAB Visa Commercial cardholders?
Yes - Verified by Visa is available for all Business Card, Business Access Card and Purchasing/Corporate Card cardholders.
Registering for the service:
12. Why should I register for Verified by Visa?
Verified by Visa provides an extra level of security for online shopping. Once you are registered for Verified by Visa, the service provides added protection against unauthorised use of your NAB Visa Card at participating online retailers.
13. How do I register?
Registering for Verified by Visa * is very simple - you'll only need a few minutes to follow the prompts and complete registration. Have your NAB Visa Card handy and make sure you know your credit limit, as you will need this information to register. If you are an additional cardholder of a personal credit card account, you may need to ask the primary cardholder for this credit limit information.
*Please be aware that you will be leaving NAB's website in order to register, as registration for this service will take place via the platform of one of our technology providers' websites.
14. Where can I register for the service?
For your convenience, there are two easy ways to register for Verified by Visa:
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You can register for the service at nab.com.au in the Credit Cards, Secure Online Shopping section. You will then be ready to shop online with an enhanced level of security with participating Verified by Visa retailers.
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If you are not already registered for the service, you will be prompted to register at participating online retailers while you are in the process of making your purchase. Just follow the prompts, read the Terms and Conditions and complete registration. Once you have finished registering for the service, your purchase will be completed with the added level of security provided by the Verified by Visa service. Should you elect not to register at this time, you have the option of registering for the service at a later stage when shopping at participating online retailers.
15. To register, I am requested to enter my "credit limit". What does this mean?
This is the limit on your NAB Visa Card. For commercial cardholders, it is important to note this is the credit limit authorised for your card only (ie: not for the overall business).
16. Can I register with my existing NAB Visa Card or do I need to apply for a new card?
You do not need to apply for a new card - all you need to do is register your existing NAB Visa Card and the service is available to you.
17. I have a NAB Visa Commercial card. Can I register my cardholders for this service?
If your cardholders use the Internet frequently when purchasing for your business you will benefit from encouraging them to register their Visa Commercial card for Verified by Visa. The registration process is the same as described for the registration of a personal card.
18. Is there a fee for this service?
Verified by Visa is a free service for existing Visa cardholders.
19. If I register, what does NAB do with the information I provide?
NAB safeguards your personal information and ensures the online retailer is never provided with your Personal Assurance Message or your Password. Your details are used solely for the purpose of providing this service. The information transmitted uses a high level of encryption and is stored on a secure server behind a firewall to protect against unauthorised access.
20. Once I register, how long does it take before I can start using the service?
Once you have registered there is no time delay before Verified by Visa is available for use with your NAB Visa Card. You can begin to shop online with participating retailers immediately.
Shopping with Verified by Visa:
21. Where can I shop with Verified by Visa?
Click here for details on participating online Verified by Visa retailers. Also look out for the Verified by Visa logo displayed on participating online retailer's websites. The list is constantly growing! And, of course, you can still shop online with non-participating retailers using your NAB Visa Card - it will just be without the extra security offered by the service.
22. How will the online retailer know I am registered for Verified by Visa?
Whenever you use your NAB Visa Card to shop online with participating Verified by Visa retailers, NAB will check to see if you are registered with the service when you enter your card number at the time of purchase. If you are registered, a 'pop-up' window will appear featuring your Personal Assurance Message and will request you enter your Password.
23. I hold a personal credit card account. Once I've registered, how do I use Verified by Visa when I shop online?
It's so simple - all you have to do is follow the prompts. A personalised 'pop-up' window will appear at the point of purchase with a participating online retailer, which will display your Personal Assurance Message (and that of your additional cardholder if they are also registered). If you do have an additional cardholder who has also registered for the service, both your names will be displayed. All you need to do is confirm your Personal Assurance Message appears correctly, select your name, then enter your Password. If you don't have an additional cardholder who has registered for the service, you can progress directly to enter your Password. It's just one small extra step in your purchase process that can give you extra confidence and added security.
24. I hold a commercial card account. Once I've registered, how do I use Verified by Visa when I shop online?
It's so simple - all you have to do is follow the prompts. A personalised 'pop-up' window will appear at the point of purchase with a participating online retailer, which will display your Personal Assurance Message. All you need to do is confirm your Personal Assurance Message appears correctly, then enter your Password. It's just one small extra step in your purchase process that can give you extra confidence and added security.
25. What happens if I forget my Password?
If you forget your Password, please call NAB on 1300 888 659 and you will be issued with a temporary password.
26. What is a temporary password?
A temporary password can be issued to you by NAB if you have forgotten your Password. You won't be able to shop online with a temporary password, so you will need to change your temporary password to a new Password to commence shopping with participating Verified by Visa online retailers. A National Customer Service Representative will be happy to assist you work through the steps required to create your new password, once you have been issued with your temporary password.
27. Can Verified by Visa be used with all online retailers?
Online retailers will need to 'register' to be able to participate in the Verified by Visa service. Only when shopping with these online retailers will you be presented with your Personal Assurance Message and be requested to enter your Password. Over the coming months, more and more online retailers will become participating Verified by Visa online retailers. Participating online retailers will display the Verified by Visa logo, so look for this when shopping online. If the online retailer is not yet participating, you will still be able to make your purchase, but not as part of the Verified by Visa service. Some retailers may ask for an alternate form of payment, while others will accept your payment - and your purchase will proceed but without the extra level of security available with this service.
28. What do I need to do if my account number changes based on the fact I've moved from a Visa Card to another product type?
If you are registered for Verified by Visa and you change your Visa card to another product type (ie: if you move to a Bankcard or a MasterCard) your Verified by Visa registration will not automatically be updated as Verified by Visa only applies for NAB Visa Card customers.
29. What do I need to do if my account number changes to another Visa account number (for example, if I've lost the card I registered or have since been upgraded from a personal NAB Visa Classic to a personal NAB Visa Gold)?
If you change your account number for any reason, you don't need to worry about updating your Verified by Visa registration. NAB will automatically update your Verified by Visa profile.
Terms and conditions apply and are available upon registration.
Still need help? For further assistance about Verified by Visa please contact NAB on1300 888 659 or click here to send us your enquiry by email.
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