One Time Passcode | FAQs | RBS International

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One Time Passcode

Frequently asked questions

What is a One Time Passcode (OTP) service?

OTP Service is a security feature provided by Royal Bank of Scotland International. When you make an online transaction with your Commercial or Business Card from 14th September 2019, you may receive an OTP through an SMS to your registered mobile phone number or registered email address.
 

OTPs are not required for all online transactions, however, occasionally you will be asked to carry out the OTP authentication.  Simply enter the OTP when prompted to authenticate your transaction.

What do I need to register for OTP service?

Registration is not required for OTP Service. We'll send the OTP to your registered mobile phone number or email address.
 

Please ensure that you've registered a valid mobile number and email address with us. Contact us on the number on the back of your card to check or update your information.

Are there any service charges for using the OTP service?

The text messages are currently free of charge. However please note that your mobile network service provider may charge you for receiving a text message on your mobile phone and sometimes higher charges may apply if you are abroad. You are strongly advised to check your mobile network operator's tariff for receiving text messages.
 

The OTP service via email is free, no charges are applicable.

Why do I need an OTP service? What are the benefits of OTP?

Using an OTP provides extra protection against online fraud. If fraudsters obtain your card information, they won't be able to use it for online transactions without the OTP sent to your mobile phone or email address.

Does an OTP expire?

The OTP expires 10 minutes after we send it to you. If you can't enter the OTP to complete your transaction before it expires, you may have to restart the transaction.
 

We will block your card after three unsuccessful attempts. If this happens, please ring the number on the back of your card to get it unblocked.

Can I receive an OTP when I am overseas?

If you are overseas and using overseas mobile service providers, the service provider may not support the receipt of international SMS. Remember to turn on your mobile phone and activate your roaming service to ensure you can receive the OTP SMS.  Ask your telecommunication service provider for details.

What should I do if I have lost my mobile phone?

Report your loss to your mobile service provider immediately to suspend your mobile service. If your commercial or business card information is stolen, they won't be able to receive your OTP and use it for online transactions.

Can I refuse to use the OTP service?

No. As a part of the Payment Services Directive 2 (PSD2), we must introduce strong customer authentication. Using an OTP will be the only way to authenticate online transactions. So it's important to ensure your mobile phone number and email address registered with the bank is up to date.

I don't have a mobile phone. How can I verify my identity?

We offer email as an alternative to recieving your OTP by Mobile SMS. If you do not have a business mobile contact number, please provide us with your updated business email address.

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