Online security
is changing
New steps to help protect you from fraud
What’s Strong Customer Authentication?
It’s part of new banking regulations to make things safer when you bank and transact online. There’ll be an extra level of security when you use internet banking and when you make online card payments.
What it means for you
What you’ll have to do depends on whether you’re using internet banking or paying by card.
When you’re using internet banking
As well as your customer number and password, there'll be one more step:
Mobile Banking app
If you use our app, you’ll confirm your login with a passcode or fingerprint ID
Using your phone
If you are not registered for our app, we'll send a 6 digit one-time passcode to your mobile or landline
With your security token
If you have a security token, you can use it to generate a secure number
When you pay with your card online
When you purchase goods or services online, we will identify it's you using your card details and:
Mobile Banking app
You’ll be prompted to authorise payments through the app
Using your phone
We'll send a 6 digit one-time passcode to your mobile or landline
Some transactions won’t need to be verified – including recurring transactions and low-value payments.
For extra security if you use contactless frequently or if you haven't used Chip and PIN in a while you may be asked to enter your PIN. If the card terminal has not been upgraded, a ‘card declined’ message will appear. In the event of receiving a declined message, you should attempt to pay using Chip and PIN rather than contactless.
How to get ready
The easiest and quickest way to bank online and verify payments online will be using our mobile banking app. If you already use our banking app, you just need to make sure you have the latest version before then.
If you don’t have our app, make sure we have your current mobile or landline number (call us on 0800 345 7365 or visit us in branch if you’re not certain). You can check the details we hold about you on internet banking by logging in and viewing your contact information from the 'More' menu.
If you already have a security token, you can use your 8-digit number to access your account online.
If we can’t verify it’s you, we will stop you from logging into your account online and your card transactions will be declined.
Your rights when making payments in Europe
The European Commission has created a leaflet so you can read more about your rights when making payments in Europe(PDF, opens in a new window). It tells you about some of the changes we’ve talked about above and some other ones too. You may have already experienced the changes when logging onto Internet Banking and paying using your Contactless Debit Card. The timescales for introducing strong customer authentication have changed since it was published.
Download the Clydesdale Bank app
Make sure you’re prepared, download our app now and you can read more about fraud prevention here.
Frequently asked questions
What if I can't access the mobile banking app on my device?
Download the latest version of our mobile app or try another device that our app is compatible with. We currently support Android 4.4 and above and iOS version 10 and above. We don't support any other operating systems, ie windows phones. If you don't have an alternative device available, call us or visit your local branch
I didn't receive an SMS One-Time Passcode (OTP) to my mobile or landline
If we don't have your current mobile or landine number we may have sent the One-Time Passcode to a number you have previously provided us with. Alternatively, if you have network suppressions or call guardian activated this may block the OTP. Our OTP is generated from contact number 61995. If you have no blocks in place, please contact us and we can verify and update your contact details if required.
I have a security token for Internet Banking. Why can’t I use this when shopping online?
Security tokens are specific to Internet banking only. Using the mobile app or inputting OTP when shopping online is more convenient for those “In the moment” purchases.
How do I complete my Internet Banking Log in with the Mobile Banking App?
You will receive instructions online, to verify your login. Please ensure you have access to the Mobile Banking App on a device as you will be given 2 minutes to verify your login via the Mobile Banking app.
If you have already logged into your mobile banking app just go into 'Be Secure' in the more menu to verify your logins. After verifying, return to Internet Banking to proceed with any transactions.
Why has my transaction been declined when I used my card online?
All Banks and Retailers are working to ensure customers making online card payments benefit from Strong Customer Authentication, an additional layer of protection first introduced in 2020.
Therefore, the number of times you’re asked to verify it’s you making the payment may increase. If the retailer doesn’t adhere to the new process, there could be times when your card transaction may be declined.
We hope it won’t be too long before all Retailers are supporting Strong Customer Authentication, but until then, where this happens, please contact the Retailer you’re sending the money to, and ask if they have an alternative way you could pay them.
What if I can't access the mobile banking app on my device?
Download the latest version of our mobile app or try another device that our app is compatible with. We currently support Android 4.4 and above and iOS version 10 and above. We don't support any other operating systems, ie windows phones. If you don't have an alternative device available, call us or visit your local branch
I didn't receive an SMS One-Time Passcode (OTP) to my mobile or landline
If we don't have your current mobile or landine number we may have sent the One-Time Passcode to a number you have previously provided us with. Alternatively, if you have network suppressions or call guardian activated this may block the OTP. Our OTP is generated from contact number 61995. If you have no blocks in place, please contact us and we can verify and update your contact details if required.
I have a security token for Internet Banking. Why can’t I use this when shopping online?
Security tokens are specific to Internet banking only. Using the mobile app or inputting OTP when shopping online is more convenient for those “In the moment” purchases.
How do I complete my Internet Banking Log in with the Mobile Banking App?
You will receive instructions online, to verify your login. Please ensure you have access to the Mobile Banking App on a device as you will be given 2 minutes to verify your login via the Mobile Banking app.
If you have already logged into your mobile banking app just go into 'Be Secure' in the more menu to verify your logins. After verifying, return to Internet Banking to proceed with any transactions.
Why has my transaction been declined when I used my card online?
All Banks and Retailers are working to ensure customers making online card payments benefit from Strong Customer Authentication, an additional layer of protection first introduced in 2020.
Therefore, the number of times you’re asked to verify it’s you making the payment may increase. If the retailer doesn’t adhere to the new process, there could be times when your card transaction may be declined.
We hope it won’t be too long before all Retailers are supporting Strong Customer Authentication, but until then, where this happens, please contact the Retailer you’re sending the money to, and ask if they have an alternative way you could pay them.
You can find impartial information and guidance on money matters on the “Money advice service” website.
Clydesdale Bank is covered by the Financial Services Compensation Scheme (FSCS), Find out more.