What is Strong Customer Authentication?

Strong Customer Authentication makes online card payments even more secure by introducing an extra level of security. It’s a new requirement for UK banks.

When you use your TSB debit or credit card online, from 26 January 2022 we may need you to confirm it’s really you when you make the payment. We can do this:

  • in the TSB Mobile Banking App or TSB Business Mobile App
  • by sending a one-time password to a mobile (recommended) or UK landline.

If you never use your debit or credit card online, then these changes won’t affect you.

 

Confirming your online card payment using the TSB Mobile Banking App or TSB Business Mobile App.

If you already have the TSB Mobile Banking App or TSB Business Mobile App

We’ll ask you to confirm your online payment in the app as this is the most secure option. When you make the payment you’ll be asked to open the app and go to the new ‘Payments to approve’ tab on the home screen.

If for any reason we can’t connect to the app, we’ll send you a one-time password instead. So, it’s important that we have a phone number for you. Information on how you can update your phone number can be found here.

If you’re having trouble logging in to the app, take a look at our easy step-by-step guide to resetting access and help with other common queries such as forgotten User ID, password or memorable information.

You’ll need to have the latest version of the app. The best way to make sure you’re always up to date is to turn on ‘automatic updates’ in your device settings:

  • iOS users go to: Settings> App Store> turn on App Updates
  • Android users go to: Play store> Menu> Setting> Auto-update apps
 
How can I get the TSB Mobile Banking App or TSB Business Mobile App?

If you have a smart phone, the most secure way to approve your online card payment is by using our TSB Mobile Banking App or TSB Business Mobile App.

To use the app, you’ll need to:

  • Register for Internet Banking or, if you’re a business customer, Business Internet Banking.
  • Once you’re set up for Internet Banking you can then download our app from the App Store or Google Play. Just search for ‘TSB Mobile Banking App’, or if you’re a business customer search ‘TSB Business Mobile’. You can then log in using your Internet Banking details.
  • Then when you use your card online, you’ll be asked to go to the app to approve the payment. If we can’t connect with the app, we’ll send you a one-time password instead.
 

Confirming your online card payment using a one-time password to your mobile or landline.

If you don’t have our app, or if for any reason we can’t connect to the app, we’ll send you an one-time password, either by text message to your mobile or by voice message to your UK landline. You’ll then be asked to enter the one-time password online to complete your card payment.

So even if you have the app, it’s important that we have a number for you, ideally a mobile number. See the following section for the ways you can add or update your phone details.

 

Make sure we have your mobile number.

We’re asking all customers to make sure we have your mobile number (if you have one) so you can still authenticate your payment if we have to send you an one-time password.

If you’re a personal banking customer, you can add or update your details in a number of ways:

  • in the TSB Mobile Banking App. Once you’ve logged in tap on the menu in the top left of the screen > Settings > Personal details
  • in Internet Banking, to log in just click on ‘Log in’ at the top of this page. Once you’ve logged in select ‘Change details’ in the top right-hand corner. You can register for Internet Banking here
  • if you’re registered for Telephone Banking and have a Personal Service Number you can call us on 03459 758 758 (lines are open from 8am to 8pm, 7 days a week). Information about registering can be found here
  • by visiting your local branch. Remember to bring your debit or credit card, or other form of ID with you. You can find your local branch here.

If you’re a business customer, you can add or update your details:

  • in Business Internet Banking, to log in just visit Business Banking and click on ‘Log in’ at the top of the page. Once you’ve logged in select ‘Change details’ in the top right-hand corner.  You can register for Business Internet Banking here
  • by visiting your local branch. Remember to bring your debit card, if you have one, or other form of ID. You can find your local branch here.
 

Do you have any additional cardholders on your credit card?

We will also need a phone number for any additional cardholders on your credit card account. You can give us their phone details:

  • by calling us on 03459 758 758 (lines are open from 8am to 8pm, 7 days a week) if you’re registered for Telephone Banking and have a Personal Security Number. Information about registering can be found here
  • by visiting your local branch. Remember to bring your debit or credit card, or other form of ID. You can find your local branch here.
 
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