One-Time Passcode FAQs

What is OTP?

OTP stands for One-Time Passcode. For some online transactions, an additional security check is required. On these occasions, during the online shopping process, we will send you a secure 6 digit number by text message to your mobile phone. This OTP can only be used by you and for that particular transaction. It will also have a time limit so it can only be used once.

Why are you making this change?

This is part of an industry-wide switch from using a single password to an OTP to authenticate online purchases. Using OTPs has proven more effective in preventing fraud attempts. It also avoids the need to remember your password which may be difficult to remember as it's only asked for occasionally.

What if you haven't got my mobile phone number?

If we don't hold a mobile phone number for you, we'll be able to send the OTP to your email address instead, providing the one we hold is up-to-date. However, we can only use this method as a short-term solution so it's really important that you provide us with an up-to-date mobile phone number.

What if you haven't got a mobile phone?

We'll be able to send you the OTP by email initially but we can only use this method as a short-term solution. After this, the only way to send the OTP is via text message to a mobile number. If you don't have a mobile phone and an additional security check is required when you're shopping online, you'll be prompted via an online message to call us on 0345 900 0900 and our Customer Services team will be happy to help.

How will the OTP be delivered if I have a poor mobile signal at home when I'm shopping online?

If an additional security check is required when you're shopping online and you are unable to receive the OTP due to a poor mobile signal, please call us on 0345 900 0900 and our Customer Services team will be happy to help.

What if you need to send an OTP to me but you don't have my correct contact details?

During the payment process, if we need to send you an OTP, you'll see a screen which shows part of the mobile number or email address where we'll send the code. If the details are incorrect, please click the “Incorrect” button and you'll be prompted to call us to update your details. Once this has been done, you'll be able to go back online and continue with your shopping straightaway.

What if I have an overseas mobile number?

We can deliver the OTP to an overseas mobile number as long as it is recorded correctly on our records. If you experience any problems in receiving the OTP while you are abroad, please call us on 0345 900 0900 and our Customer Services team will be happy to help.

How long will the email option be available as a mode for delivering OTPs?

Email can only be used to deliver OTPs for a limited time. After this we need to send the OTP to a mobile number.

Does this affect all of my purchases?

This won't affect all your purchases as an OTP is only required for certain online transactions where an additional security check is required. It doesn't apply to other types of transactions such as in-store or cash machine transactions.

If I update my mobile number with you, will I be able to receive an OTP immediately?

Once your number has been updated on our records, either via Internet Banking or via a call on 0345 900 0900 to our Customer Services team, we will be able to deliver an OTP to your new mobile number.

How will OTPs be delivered securely? What security measures are you using?

Sending OTPs by text message is an industry-wide approach and widely used by banks. Although we understand there are some security concerns around using text messaging, it is considered to be more secure than using email. Please don't share your OTP with anyone else including bank staff.

Will my mobile number or email address be shared with Mastercard Or Visa?

No. Neither your mobile number or email address are shared with Mastercard or Visa. However your data is shared with our trusted third parties to undertake banking services. Please refer to our Privacy Notice, for details. We can assure you that we have carried out all the necessary checks to ensure any data shared is to a trusted third party and the necessary security process is put in place to do so.

If you hold both an email address and mobile number for me, can I decide which option to use to receive OTPs?

No. OTPs will always be delivered to your mobile number if we hold that information on our records.

Is the move to OTPs a decision that M&S Bank has made or are all banks required to do so?

All banks are required to introduce an additional layer of security to help prevent fraud on customers' accounts. This is an industry-wide change being introduced by Mastercard and Visa that all banks have to follow.

Can I opt out of using an OTP and continue to use my Mastercard Securecode® and Verified by Visa password?

No. This is an industry-wide change which will replace your existing Mastercard Securecode® and Verified by Visa password.

What happens if I have a joint account?

All account holders will require an OTP if shopping online so it's important that we hold an up-to-date mobile phone number for each cardholder on the account.

Will I need an OTP to shop online with my M&S Credit Card and Debit Card?

For some online transactions, an additional security check is required. On these occasions, during the online shopping process, we will send you a secure number by text message to your mobile. This OTP can only be used by you and for that particular transaction. It will also have a time limit so it can only be used once.

Do you need a mobile number for the additional cardholder on my account?

Yes, all account holders and additional cardholders could be sent an OTP whilst shopping online so it's important that we hold an up-to-date mobile number for each cardholder on the account. Any additional cardholders will need to call to update their details, this can't be done online unless they already have another product with us in their own name.

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