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The following Frequently Asked Questions may assist you with any queries you have on MasterCard SecureCode.
About the service
Registering for MasterCard SecureCode
Shopping with MasterCard SecureCode
About the service:
1. What is MasterCard SecureCode?
MasterCard SecureCode is a new service that allows you to add a personal password to your existing NAB MasterCard. When making purchases with participating online retailers, you will be asked to enter your SecureCode 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 MasterCard SecureCode online retailer. This service provides an enhanced level of security for your online shopping.
2. I'm not an Internet expert. How does MasterCard SecureCode work?
MasterCard SecureCode 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 MasterCard SecureCode window will appear when you make a purchase from a participating MasterCard SecureCode online retailer. You just need to check that your Personal Assurance Message appears correctly, then simply enter your SecureCode Password (both of which you will have set up at time of registration). Once your SecureCode Password is verified by NAB to validate your identity, you can proceed with your purchase with added confidence - easy!
3. Is MasterCard SecureCode easy to use?
By registering for MasterCard SecureCode via nab.com.au you will be able to create a SecureCode Password and a Personal Assurance Message to use when shopping online with participating MasterCard SecureCode 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 your have registered for MasterCard SecureCode, 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 MasterCard SecureCode online retailer. Your SecureCode Password will be as easy to use as your PIN at an ATM.
4. What is a Personal Assurance Message?
When you register for MasterCard SecureCode 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 MasterCard SecureCode, 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 MasterCard SecureCode online retailer. Should you wish to change this, you may do so via the Credit Cards, Secure Online Shopping section of nab.com.au. Your Personal Assurance Message will appear at the point of purchase with participating MasterCard SecureCode online retailers. During the purchase process and before you enter your SecureCode Password you should always check to see that your Personal Assurance Message appears correctly. This will confirm that you are dealing with a participating MasterCard SecureCode online retailer.
5. Can I use MasterCard SecureCode from any computer?
MasterCard SecureCode 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 MasterCard SecureCode 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 SecureCode Password in a 'pop-up' window. Be sure also that Cookies and JavaScript are enabled on your computer.
6. Does MasterCard SecureCode 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 MasterCard SecureCode. 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 SecureCode Password if you register via nab.com.au. Then, when you make a purchase with a participating MasterCard SecureCode 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 MasterCard SecureCode, 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 MasterCard Securecode 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 SecureCode Password. The purchase can then progress with the added security of MasterCard SecureCode.
8. What if I am registered for MasterCard SecureCode but the additional cardholder on my personal credit card account isn't?
If you have an additional cardholder, the good news is that MasterCard SecureCode works for both of you. Your additional cardholder will also need to register and create their own Personal Assurance Message and SecureCode Password in order use the service. If your additional cardholder isn't registered, they won't be able to purchase online with participating MasterCard SecureCode retailers with the added security of MasterCard SecureCode. 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 MasterCard SecureCode 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 MasterCard SecureCode.
9. What if the additional cardholder on my personal credit card account is registered for this MasterCard SecureCode 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 MasterCard SecureCode 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 MasterCard SecureCode.
10. I have a NAB MasterCard and a NAB Gold MasterCard. Do I need to register both cards?
Yes - if you are the accountholder of more than one NAB MasterCard you will need to register each one separately for MasterCard SecureCode.
11. Is this service available for NAB MasterCard Commercial cardholders?
Yes - MasterCard SecureCode is available for all Business Card, Business Access Card and Purchasing/Corporate Card cardholders.
Registering for the service:
12. Why should I register for MasterCard SecureCode?
MasterCard SecureCode provides an extra level of security for online shopping. Once you are registered for MasterCard SecureCode, the service provides added protection against unauthorised use of your NAB MasterCard at participating online retailers.
13. How do I register?
Registering for MasterCard SecureCode* is very simple - you'll only need a few minutes to follow the prompts and complete registration. Have your NAB MasterCard 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 MasterCard SecureCode:
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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 MasterCard SecureCode 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 MasterCard SecureCode 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 MasterCard. 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 MasterCard 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 MasterCard and the service is available to you.
17. I have a NAB MasterCard 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 MasterCard Commercial card for MasterCard SecureCode. The registration process is the same as described for the registration of a personal card.
18. Is there a fee for this service?
MasterCard SecureCode is a free service for existing MasterCard 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 SecureCode 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 MasterCard SecureCode is available for use with your NAB MasterCard. You can begin to shop online with participating retailers immediately.
Shopping with MasterCard SecureCode:
21. Where can I shop with MasterCard SecureCode?
Click here for details on participating online MasterCard SecureCode retailers. Also look out for the MasterCard SecureCode 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 MasterCard - it will just be without the extra security offered by the service.
22. How will the online retailer know I am registered for MasterCard SecureCode?
Whenever you use your NAB MasterCard to shop online with participating MasterCard SecureCode 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 SecureCode Password.
23. I hold a personal credit card account. Once I've registered, how do I use MasterCard SecureCode 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 SecureCode Password. If you don't have an additional cardholder who has registered for the service, you can progress directly to enter your SecureCode 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 MasterCard SecureCode 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 SecureCode 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 SecureCode Password?
If you forget your SecureCode 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 SecureCode 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 SecureCode Password to commence shopping with participating MasterCard SecureCode online retailers. A NAB Customer Service Representative will be happy to assist you work through the steps required to create your new SecureCode Password, once you have been issued with your temporary password.
27. Can MasterCard SecureCode be used with all online retailers?
Online retailers will need to 'register' to be able to participate in MasterCard SecureCode service. Only when shopping with these online retailers will you be presented with your Personal Assurance Message and be requested to enter your SecureCode Password. Over the coming months, more and more online retailers will become participating MasterCard SecureCode online retailers. Participating online retailers will display the MasterCard SecureCode 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 MasterCard SecureCode 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 MasterCard to another product type?
If you are registered for MasterCard SecureCode and you change your MasterCard to another product type (ie: if you move to a Bankcard or a Visa) your MasterCard SecureCode registration will not automatically be updated as MasterCard SecureCode only applies for NAB MasterCard customers.
29. What do I need to do if my account number changes to another MasterCard account number (for example, if I've lost the card I registered or have since been upgraded from a personal NAB MasterCard to a personal NAB Gold MasterCard)?
If you change your account number for any reason, you don't need to worry about updating your MasterCard SecureCode registration. NAB will automatically update your MasterCard SecureCode profile.
Still need help? For further assistance about MasterCard SecureCode please contact NAB on1300 888 659 or send us an enquiry by email.
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