View our FAQs for quick answers to questions you may have.
What is 3D Secure?
3D Secure is a service facilitated by VISA and MasterCard that permits cardholders to transact online securely using a Cayman National Debit or Credit Card. This service is available only on 3D secure merchant sites. Verified by Visa (VBV) / MasterCard SecureCode (MSC) use password protection during an Internet purchase to authenticate the customer as an added fraud prevention measure.
What are the benefits of 3D Secure?
3D Secure (VBV/MSC) provides added purchase protection by verifying that you are the cardholder using your Visa/MasterCard debit and/or credit card to make purchases online. A One Time Password (OTP) helps protect against unauthorized use of your card when making payments online.
How does 3D Secure protect me?
3DS provides an added layer of security by using a 2-step authentication on every online purchase made on a 3DS certified merchant site. 3DS prompts you for a One Time Password (OTP) when you make an online purchase. This helps to protect against online fraud by verifying that the person making the online purchase is the person authorising the transaction.
Will I be charged for 3D Secure?
No. 3D Secure is offered free of charge to all cardholders.
What is one-time password (OTP)?
A one-time password (OTP) is used to verify a user’s identity to complete one transaction. These OTPs are shared via SMS and Email.
How long is the one-time password (OTP) valid for once I receive it?
The OTP will expire in 11 minutes upon proceeding to the 3D Secure One Time Password page.
How do I register for 3D Secure?
Registration is not required. 3D Secure is automatically enabled on your debit and/or credit card. Cardholders are encouraged to contact Cayman National to provide up-to-date mobile telephone numbers and email address in order to ensure one-time passwords (OTPs) are received.
Are all Cayman National cards automatically registered?
Yes, 3D Secure is automatically enabled on all your Cayman National debit and/or credit cards.
How can I update my mobile number and email address ?
Cayman National encourages cardholders to login to online banking and send a secure message through the Message Centre with updated contact details, or by calling our Customer Support team to provide the updated details. Alternatively, customers can visit any of our conveniently located Customer Service Centres (CSCs) to update contact details.
Is my personal information safe and secure with the 3DS feature?
The 3D Secure 2 step verification and transaction authorisation reduces the potential for fraud. Cardholder’s credit card data is encrypted and stored on a secure server. Cardholders can rest assure their personal information is secure.
I have just received a renewal card, do I have to re-register?
No. 3D Secure is automatically enabled on all cardholder’s debit/credit cards.
What happened if I entered the one-time Password (OTP) provided incorrectly?
Incorrect OTPs will result in the transaction failure. After 3 incorrect OTP attempts, cardholders will need to re-initiate the transaction.
Change to “Incorrect OTPs will result in the transaction failure. After 3 incorrect OTP attempts, cardholders will need to re-initiate the transaction.”
Why did I not receive a one-time password (OTP) when I made an online purchase using my Cayman National debit/credit card?
If the merchant is not 3D Secure compliant, a cardholder will not be asked for a password (OTP). Only 3D Secure merchant sites will ask for a password for authentication purpose.
How would I know if a merchant is 3D Secure compliant?
If a merchant is 3D Secure compliant, the Verified by Visa or MasterCard Secure Code logo will be displayed on the website.
If I do not have my mobile phone registered with the Bank, can I still make an online purchase?
Yes, you can also receive the OTP via email. You will also be able to purchase online from merchant websites that do not support 3DS. For 3DS enabled websites, you will not be able to complete a transaction without a one-time password (OTP).
Can I request that a one-time password (OTP) is sent to my email address instead of my mobile number?
No, once our system has both email and mobile contact details registered; the OTP will be sent to both contacts.
Can I opt out of the one-time password (OTP) service for online purchases?
An OTP is required for all online purchases made through all 3DS enabled merchants. You may still make online purchases from online merchants that do not support 3DS.
Who do I contact if I presume my transactions went through several times?
Please contact our Customer Support Team, available 24/7 at (345)949-4655/(345)949-8300.
Who will receive the OTP if a supplementary cardholder is making an online purchase?
The OTP will be sent to the contact information on file for the supplementary cardholder. We recommend ensuring the supplementary cardholder’s contact details are correct. If they are not up-to-date, Cayman National encourages cardholders to login to online banking and send a secure message through the Message Centre with updated contact details, or by calling our Customer Support Team, available 24/7 at (345)949-4655 or (345)949-8300, to provide the updated details. Alternatively, customers can visit any of our conveniently located Customer Service Centres (CSCs) to update contact details.
What is the maximum number of OTPs that can be requested for a single online purchase?
You can request for an OTP to be re-sent to you three times only per transaction. You may need to reinitiate the transactions should you not receive your password after resending for three times.
Can I receive an OTP outside of the Cayman Islands?
Yes. OTPs are provided according to your mobile phone number and email address registered in our records.
What if I don’t receive an OTP when prompted while completing an online purchase?
If you do not receive an OTP, we encourage you to please contact our 24/7 customer support centre at 949-8300 to confirm your contact details