One Time Passcodes (OTPs)

To increase your security online and help fight fraud, we use a One Time Passcode (OTP) to authorise particular transactions. Your OTP acts as a secure key to your account, helping to stop anyone but you authorising transactions or making changes to your account.

We send an OTP to the mobile phone registered to your account. Each OTP will be unique to the transaction you’re making, and you will enter it in your Internet Banking or as part of an online card purchase, so that we know it's you.

When confirming a payment, the full sort code and account number will be included in the OTP message. Please always review the full OTP message, checking it accurately describes your transaction. Never share your OTP with another person, not even a member of Cater Allen staff.

It's fraud if anyone asks you to tell them your OTP

If anyone asks, stop immediately and call us on 0800 092 3300.

You're not charged for receiving an OTP.

When you'll need to use an OTP

You will need to enter an OTP for most transactions or changes to your account, including paying somebody new, ordering a new card, changing your address or when making online card purchases. 

OTPs usually reach your phone within seconds (a little longer if your network coverage is weak). You can still get OTPs abroad if your mobile allows global roaming. Please check with your network provider to confirm availability and charges. 

Please always review the full OTP message, checking it accurately describes your transaction. Never share your OTP with another person, not even a member of Cater Allen staff. 

If you enter the wrong OTP three times, you'll need to start your transaction again.

What to do if you receive an unexpected OTP

If you receive an OTP when you're not making a transaction, it's likely to be fraud. Don't share it with anyone on the phone, in person or online and call us immediately on 0800 092 3300.

If someone phones and tells you to expect an OTP and to read it to them, it will be a case of fraud. Never share your OTP with another person, not even a member of Cater Allen staff.

Here are some examples criminals may use to try and persuade you to give them your OTP: 

  • they need to refund your account 
  • they need to secure your account
  • they need to stop a payment. 

Visit the Security Centre section of our website for more details on identifying scams. 

What happens if you change your mobile number?

As soon as you know you'll be changing your mobile number, update your details using Internet Banking, if you use it. You can update it within the ‘Update Personal Information’ section under the 'Settings' tab. You will need to have your old mobile number to hand in order to access an OTP to authorise the change. If you don't have access to your old mobile number, please call us on 0800 092 3300.

If you don’t use Internet Banking you can advise us of the change to your mobile number by calling us on 0800 092 3300.