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What is ‘SecureCode’ & ‘VbV’?
SecureCode & VbV is a service to enhance your existing MasterCard & Visa account provided by RHB Bank Berhad. A private code means added protection against unauthorized use of your card when you shop at participating online retailers.
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How does ‘SecureCode’ & ‘VbV’ work?
Once you've registered and created your own private SecureCode & VbV, you will be automatically prompted by RHB Bank Berhad 3D Platform at checkout to provide your SecureCode & VbV each time you make a purchase with a participating online merchant.
RHB Bank Berhad 3D Platform quickly confirms your SecureCode & VbV and then your purchase is completed. Your SecureCode & VbV will never be shared with the merchant. It's just like entering your PIN at an ATM.
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How does ‘SecureCode’ & ‘VbV’ protect me?
When you correctly enter your SecureCode & VbV during a purchase at a participating online merchant, you confirm that you are the authorized cardholder and your purchase is then completed.
If an incorrect SecureCode & VbV is entered, the purchase will not be completed. Even if someone knows your credit card number, the purchase cannot be completed without your SecureCode & VbV at a participating merchant.
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What card do I use? Will I need to get a new card to use ‘SecureCode’ & ‘VbV’?
You will be able to use any of your existing MasterCard & Visa credit cards, as long as the cards are from RHB Bank Berhad. .
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How many cards can I register with ‘SecureCode’ & ‘VbV’?
We encourage you to register all of your MasterCard & Visa cards. There is no limit on how many cards you can register.
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Can I use ‘SecureCode’ & ‘VbV’ from any computer?
SecureCode & VbV works with most browsers. Because there's no special software to install, you can shop from any computer and still receive the added protection afforded by SecureCode & VbV.
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What happens when my card expires or my billing information changes?
RHB Bank Berhad will automatically update this information in your profile.
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What happens if I cancel my existing card then get a new one with a different account number?
You will need to register the new card for SecureCode & VbV. Simply return to the registration site, and complete the registration process with your new card.
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How do I know whether a merchant participates in ‘SecureCode’ & ‘VbV’?
Most participating merchants will display the SecureCode & VbV logo on their site. However, even if you don't see the SecureCode & VbV logo, the merchant may still be a participant and you will be prompted to provide your SecureCode & VbV.
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How will the online merchant know that I’m registered for ‘SecureCode’ & ‘VbV’?
When you use a card that is enrolled in the SecureCode & VbV program at participating online merchants, the merchant automatically recognizes your MasterCard & Visa card number during the transaction.
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What happens when I use my SecureCode & VbV at a participating merchant?
There is no need to login or sign in. When you make a purchase at a participating merchant and enter your registered MasterCard or Visa payment details, you will automatically be prompted by RHB Bank Berhad 3D Platform to enter your SecureCode or VbV.
After reviewing the details of your purchase and confirming that your “Personal Assurance Message (PAM)” is correct, simply type in your SecureCode or VbV to complete your purchase.
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What is a Personal Assurance Message (PAM)?
The Personal Assurance Message (PAM) is a message that you create during sign-up. Each time you make an online purchase at a participating merchant, you will be prompted to enter your SecureCode or VbV. At this time, you'll see your PAM and other purchase details. The PAM is your assurance that you are communicating with RHB Bank Berhad 3D Platform.
If the PAM displayed in the pop-up box is incorrect, you should not enter your SecureCode or VbV, but should instead contact Customer Care Centre immediately by calling the phone number on the back of your enrolled MasterCard or Visa card, to report a possible fraud.
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What are the Secret Question and Answer?
If you forget your SecureCode or VbV when making an online purchase, you will be supplied with your Secret Question. If you then supply the correct answer, your purchase will be completed. Once your purchase is completed, you should visit the registration site, click on the "Forgot SecureCode/VbV" link and follow the subsequent instructions.
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How will SecureCode/VbV change the online purchase process?
The online purchase process will not change except that now you will be prompted to provide your SecureCode/VbV during checkout. Your SecureCode/VbV will never be revealed to the merchant during the checkout process.
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Will I be able to make purchases at merchants that accept MasterCard/Visa but do not participate in the ‘SecureCode’/‘VbV’ program?
Yes, you will not be asked for SecureCode/VbV during these purchases. You will continue to be protected from unauthorized purchases.
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If cardholder is residing oversea, how can he/she receives the Access Mailer?
Access Mailer will be generated & sent to cardholder’s statement (billing) address only.
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If cardholder doesn’t receive the Access Mailer, can he/she request it to be sent again to different address?
Access Mailer can only be sent to billing address. If cardholder has changed billing address but failed to notify the bank, he/she needs to go through existing Change of Address process, thereafter applies for new Access Mailer once new address already updated in the system.
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Cardholder has registered 3D Secure but still failed performing online shopping. Why?
It could be many reasons & should be dealt case by case. Some of the reason might be insufficient available credit or connection with server is either slow or down. CH may try doing transaction at another time.
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If cardholder replaced his/her card with a new card bearing different card number, will it be new Access Mailer issued?
Yes.
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Can cardholder register 3D Secure whereas his/her card is yet to be activated?
Yes, but cardholder will still not be able to perform online transaction since the card is not yet activated.
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What should cardholder do if his/her SecureCode or VbV was exposed to 3rd party?
Cardholder is advised to temporary block/disable his account. Meanwhile cardholder is to change the SecureCode/VbV at website and once done, to call CCC back to unblock/enable.
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For new credit card application, will cardholder receive any Access Mailer?
Yes, Access Mailer will be automatically generated for a new card application after the 3D Secure launching date.
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Is there any possibility that cardholder receives more than one Access Mailer?
Yes, if cardholder has more than 8 cards since one Access Mailer can accommodate to only 8 cards. The 9 th card onwards will put into another Access Mailer. However it can also use the first mailer to register 3D Secure as access details will be the same.
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Will Supplementary cardholder receive any Access Mailer?
Yes, Access Mailer will be issued separately under Supplementary names but will be sent to Principal’s mailing address.
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Why need 3D Secure if cardholder is not a type of person who used to purchase through the internet?
We still encourage cardholder to register for all of his/her cards because if any fraudulent case happen, we afraid that the liability will go to him/her. (However we will still take it case-to-case basis if cardholder is so persistent that he/she didn’t do any internet transaction).
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What are the possibilities that 3D Secure registration failed?
The reason might be due to invalid name / ID entered during registration process. Cardholder is to use his/her name as per plastic data in Cardlink (PCIH screen) or simply cardholder’s embossed name on the card. System will also reject ID with space in between, with dash symbol, etc.
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Secured Code and Personal Assurance Message (PAM), can they be the same?
Yes, SecureCode/VbV can be the same as PAM. But for security purposes, cardholders are not encouraged to use the same SecureCode/VbV for PAM.
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If cardholder does not register 3D Secure at RHB website, will the merchant’s website prompt him/her to register while he/she is performing online purchase?
Yes, if the merchant is also under 3D Secure compliance. If not, the website will not prompt out.
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What if a cardholder received a torn Access Mailer or suspected it was already read by someone else?
It is still safe because Access Mailer does not indicate all information or details about card number and the Access ID. Card No will only be indicated such as 5400XXXXXXXX1001. Access ID will only be stated like “last four digit of your IC No”. In order to register to 3D Secure program, details embossed on card & access details as per access mailer is needed.
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How many times cardholder is allowed to enter the Secured Code while purchasing online?
Cardholder is allowed to try for 3 attempts, if wrong code entered after the 3rd time, it will automatically be blocked for 24 hour. However cardholder still have option to use another card to proceed with the purchase if he/she remembers the correct code.
