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Verified by Visa FAQ

 

Learn more about Verified by Visa. You can use the links below to jump to specific topics, or scroll down the page to read the full list of questions and answers.

 

About Verified by Visa

 

Q: What is Verified by Visa?

A: Verified by Visa is a service from Visa and your card issuer that provides greater peace of mind when you shop online by providing added protection against unauthorized use of your enrolled card.

 

Q: How does Verified by Visa work?

A: Once you've registered and created a Password, each time you make an online purchase, a window will pop up asking for your Password, just like using a PIN at the ATM. When you correctly enter your Password, your card issuer confirms that you are the authorized cardholder and your purchase is completed.

 

Q: Is Verified by Visa easy to use?

A: Yes. When you make an online purchase, a window from your card issuer will pop up and prompt you for your Password. After reviewing the details of your purchase and confirming that your Personal Message is correct, simply enter your Password to complete your purchase.

 

Q: Where can I shop with Verified by Visa?

A: To view a list of participating merchants, click here for VbV merchants.

 

Q: What are the system requirements for Verified by Visa?

A: Verified by Visa requires the use of Microsoft Internet Explorer version 5.0 and above, Netscape Navigator 4.0 and above, or America Online 4.0 and above. In addition, you should disable any software that prevents pop-up windows as this will interfere with your use of Password.

 

Q: Can I use Verified by Visa from any computer?

A: Because there's no special software to install, you can shop from any computer meeting the system requirements outlined above and still receive the added protection afforded by Verified by Visa.

 

Q: What happens when my card expires or my billing information changes?

A: Your card issuer will automatically update this information in your profile.

 

Q: What happens if I cancel my existing card then get a new one with a different account number?

A: You will need to register the new card for Verified by Visa. Simply return to the registration site, and complete the registration process with your new card.

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Registering for Verified by Visa

 

Q: What cards can I register with Verified by Visa?

A: You can register any of your existing Visa, credit or debit, as long as they are issued by a participating issuer.

 

Q: How many cards can I register with Verified by Visa?

A: We encourage you to register all of your Visa cards. There is no limit to how many cards you can register.

 

Q: Can two people with a joint account use the same Password or should they register Verified by Visa separately?

A: Individuals sharing a card number are encouraged to register separately and create their own Password. However, depending on the information needed for registration, the secondary cardholder may need to use the personal data of the primary cardholder to register.  Please follow the enrollment instructions on the enrollment screens.

 

Q: Why do I have to supply personal information during registration?

A: The information you provide is checked against the information that your card issuer has on file. This is done as a security precaution to be sure that the person registering is the real cardholder. For further security, we also ask for the Signature Panel Code number to be sure you have physical possession of the card that is being enrolled.

 

Q: Why do I have to enter all of my personal information again when I enroll a second card?

A: All of the information you provide is checked against the information that your card issuer has on file. You are asked to enter the information again when you enroll a second card for your own protection. That way, the card issuer can be sure the real cardholder is registering the card.

 

Q: Can I create the same Password for all of my cards?

A: Yes, however we recommend each Visa card have its own Password so it is protected individually. We recommend that you select a Password that will be easy for you to remember, but difficult for others to guess.

 

Q: What is a Personal Message?

A: The Personal Message is a message that you create during registration. Once you've completed your registration, each time you make an online purchase, a small window will pop up and ask you to enter your Password. In this window, you'll see your Personal Message. The Personal Message is your assurance that you are communicating with, and submitting your Password to, your card issuer. If the Personal Message displayed in the pop-up window is incorrect, you should not enter your Password, but should instead contact Customer Service immediately by calling the phone number on the back of your Visa card.

 

Q: What is the Signature Panel Code?

A: The Signature Panel Code is the last three digits that appear on the back of your card, on the signature panel. We ask for this information as an extra security feature to be sure that you have physical possession of the card being registered.

 

Q: What do I do if I have questions during the registration process?

A: If you have questions, or need assistance during the registration process, you should contact Customer Service.

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Shopping with Verified by Visa

 

Q: How do I use my Password?

A: When you make a purchase at a participating merchant, a window will pop up requesting your Password. After reviewing the details of your purchase and confirming that your Personal Message is correct, simply enter your Password to complete your purchase.

 

Q: Where can I shop with Verified by Visa?

A: To view a list of participating merchants, click here.

 

Q: Can I start shopping with my Password as soon as I register?

A: Yes. You can begin using your Password immediately after completing your registration; no waiting period is necessary.

 

Q: What should I do if I purchase online but no Password request window appears?

A: You should do the following:

1.     Make sure you are using your enrolled card.

2.     Make sure the merchant is participating.

3.     Be sure you have disabled any pop-up stopping software on your system.

4.     Contact customer service after double-checking the above items.

 

Q: Can I make purchases at merchants that do not participate in the Verified by Visa service?

A: Yes, but you will not be asked for your Password at these merchants. To complete your purchase, simply follow the traditional checkout process.

 

Q: How will the online merchant know that my card is protected by Verified by Visa?

A: When you shop at participating online merchants, using a card you have enrolled in Verified by Visa, your Visa card number is automatically recognized, resulting in the pop up window that asks for your Password.

 

Q: I forgot my password. What should I do?

A: You should return to the registration site, click on the "Forgot Password" link, and follow the subsequent instructions.

 

Q: What if my Personal Message is missing or incorrect?

A: If your Personal Message is missing from the Password request box, or if an incorrect Personal Message is displayed, you should not submit your Password, but should instead contact customer service.

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Account Assistant

 

Q: What does the Account Assistant feature do?

A: The Account Assistant feature allows you to change your Password, Personal Message and email address (varies per card Issuer).

 

Q: How do I access the Account Assistant?

A: Simply return to the web site where you registered and click on "Login". You will be asked to enter your card number and Password to login. (We ask for both items for additional security). You may want to bookmark this web site for future use.

 

Q: What if I've forgotten my Password and am unable to login?

A: You should return to the registration site, click on the "Forgot Password" link, and follow the subsequent instructions to re-enroll your card and replace your previous Password.

 

Q: How do I change my Password?

A: Access the Account Assistant feature by returning to the registration site and clicking on the "Login" button. You can then change your Password to anything you want as long as it meets your Issuers Password configuration, contains no spaces and is different from your Personal Message.

 

Q: How do I change my Personal Message?

A: Access the Account Assistant feature by returning to the registration site and clicking on the "Login" button. You can then change your Personal Message to anything you want as long as it is between 1 and 30 characters and is different from your Password.

 

Q: How can I deactivate the Verified by Visa feature?

A: If you have questions, on deactivating Verified by Visa, contact Customer Service.

 

Q: How can I reactivate the Verified by Visa feature?

A: Simply return to the registration site and re-register. Please note you will have to create a Password that is different from your original Password.

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Security and Privacy

 

Q: How does Verified by Visa protect me?

A: Once you've registered and created a Password, each time you make an online purchase, a window will pop up asking for your Password, like using a PIN at the ATM. When you correctly enter your Password, you confirm that you are the authorized cardholder and your purchase is completed. If the correct code is not supplied, your card issuer cannot confirm your identity and the purchase will not be completed.

 

Q: Aren't I already protected by zero liability?

A: If your Visa card is issued in the United States, then it will have zero liability as one of its features. But even if you already have this protection, Verified by Visa will save you from the hassle of disputing a charge that isn't yours, saving you time and aggravation. Verified by Visa provides added protection and peace of mind above and beyond zero liability.

 

Q: Why do I have to supply my personal information during registration?

A: The information you provide is checked against the information that your card issuer has on file. This is done as a security precaution to be sure that the person registering is the real cardholder. For further security, we also ask for the Signature Panel Code number to be sure you have physical possession of the card that is being enrolled.

 

Q: Why do I have to enter all of my personal information again when I enroll a second card?

A: You are asked to enter the information again when you enroll a second card for your own protection. All of the information you provide is checked against the information that your card issuer has on file for you. That way, the card issuer can be sure the real cardholder is registering the card.

 

Q: How will the online merchant know that my card is protected by Verified by Visa?

A: When you use a card you have enrolled in Verified by Visa at participating online merchants, your Visa card number is automatically recognized resulting in the pop up window that asks for your Password.

 

Q: Does the service use cookies?

A: No. The Verified by Visa service does not use cookies that are stored on your desktop. Instead, the software uses "session cookies" which are temporarily stored on your desktop and immediately (and automatically) deleted when you go offline.