1. What is Secure Online Payment Service?

Secure Online Payment Service is a 3D Secure security protocol used by banks worldwide to authenticate online card transactions.You can recognise 3D Secure merchants by the Verified by Visa or Mastercard SecureCode logos on the online merchant’s website.

2. Which Baiduri card will have this security protocol?

All Baiduri-issued Visa and MasterCard credit, debit and prepaid cards will have this security protocol.

3. How does this make online purchasing secure?

Normally when making online purchases, you are only required to input the card information found on your payment card. With 3D Secure, you would have an added security step where an OTP is sent to your registered mobile phone number. This added step in the payment process helps confirm that you are the genuine cardholder.

4. Do I need to enrol for 3D Secure?

No enrolment is required as all cardholders are automatically enrolled. Please ensure that you have updated your latest mobile phone number with us as the OTP will be sent to the mobile phone number in our system.

5. What are the benefits of 3D Secure and why do I need a One-Time Password (OTP)?

3D Secure provides an added layer of security by prompting you for an OTP when you make an online purchase. This helps to protect against online fraud by verifying that the customer making the online purchase is the rightful owner of the credit card.

6. What is a One-Time Password (OTP)? 

One-Time password (OTP) is a security feature that offers computer-generated passwords to verify that you are a genuine cardholder. OTP is usually sent to your registered mobile phone number when you make an online purchase.

7. Do all online transactions require me to key in an OTP?

No. Only online transactions that are considered high risk require an OTP for verification to ensure that the necessary security criteria are met. 

8. What happens if I were to key in the wrong OTP 3 times in a row? 

You will not be able to complete the transaction and will be redirected back to the merchant website. Your card will also be blocked from further online transactions. Please contact our 24-hour Helpline at 244 9666 for assistance.

9. What does it mean if the screen displays "Card Blocked"?

It means that your transaction cannot be authenticated because you have entered the wrong OTP 3 times in a row. Your card is therefore blocked from any further online transactions. Please our 24-hour Helpline at 244 9666 for assistance.

10. If I do not have a mobile phone number registered with the Bank, can I still make online purchases?

If the transaction requires you to enter an OTP for verification, you will not be able to continue as the OTP can only be sent to a registered mobile phone number. Therefore, we strongly encourage you to update your mobile phone number with us by calling 244 9666 if you have not done so already.

11. I am currently/I will be working overseas for 6 months. Can you send the OTP to my overseas number when I perform an online transaction there?

Yes, OTP can be sent to an overseas number as long as you have informed the Bank about this number. Please call our 24-hour Helpline at 244 9666 during normal banking hours to update your mobile phone number.

12. What happens if the OTP did not reach my mobile?

Please allow at least 3 minutes for OTP to be sent to your registered mobile phone number. If you still do not receive the OTP, please call our 24-hour Helpline at 244 9666 for assistance. 

13. What should I do if I changed my mobile number?

Please call our 24-hour Helpline at 244 9666 to update your mobile phone number.

14. Now that I have updated my phone number, when can I attempt to perform an online transaction?

You can perform online transactions on the same day your mobile number is updated.

15. What should I do if I already updated my mobile phone number and I still did not receive the OTP?

Please contact Baiduri Bank Call Centre at 244 9666 to log your issue.

16. What shall I do if the screen freezes during authentication?

If your screen freezes for more than 3 minutes, you may need to perform your transaction again. If the problem persists, please contact us at 244 9666 for assistance.

17. By the time I receive the OTP, the authentication page has timed out. How can I get through the secure process like this?

Please refer to the answer for Question 16.

18. Can I opt out of this security feature?

We strongly recommend against this as the 3D Secure feature provides you with stronger protection from card fraud when you purchase online.