Online security changes

We are making some changes to help protect you against fraud.

Find out more

Strong Customer Authentication (SCA)

When making online purchases with your Cumberland debit card, you may soon experience an increase in the instances where you will be asked to enter a One Time Passcode to complete your online payment. Where this happens, we will send you the code by text to your registered mobile phone to allow you to complete the payment.

There is an increasing trend for criminals to pose as the Cumberland, the police, or another party you may trust in order to trick customers into sharing this code. Anyone who asks you to disclose this code is a fraudster. No-one from the Cumberland or the police will ever ask you for this code. Do not share it with anyone.

How does it work?

SCA requires customers to prove their identity using two of the following three elements (also known as two-factor authentication):

How does it affect me?

If you’re an Internet Banking customer, there is an additional security check using SecureCall when you log on or make changes to your account.

If you use our Mobile Banking app, you are required to enter your Passcode to add a payee, make a payment or make changes to your account.

Download our Mobile Banking app

If haven't already, download our Mobile Banking app. It's the quickest and easiest way to manage your accounts.

FAQs

Why is SCA needed?

Following a sharp rise in online consumer fraud in recent years, the European Commission intervened by placing SCA requirements on member countries as one of the core components of PSD2.

This provides more protection when making payments or shopping online as financial providers need to carry out extra security checks to help reduce fraud.
What is changing?

Online retailers will present an extra screen during the checkout process. You may be asked to enter a One Time Passcode (OTP) to complete some online purchases. Where this happens, we will send you the code by text to your registered mobile phone number, this will allow you to complete the purchase.
What kind of transactions are affected?

Not all transactions will require additional authentication, for example contactless payments, or online transactions of low value may not need additional authentication where certain criteria is met.
What happens if I do not provide my mobile phone number?

If you do not provide us with your mobile number, you may find that you are unable to complete some online purchases.
Will I need to put a code in every time I make an online purchase?

No. You may not be asked to enter a code for every online purchase you make, it depends on the retailer and how they are processing the payment.
I am making an online purchase and have been asked to enter a code, but I have not received my One Time Passcode (OTP)

If you don’t receive a One Time Passcode (OTP) from us, first check that you have a signal. You can request up to 3 One Time Passcodes.

If you still don’t receive a code, call us on 01228 403141 to discuss how we can help you.
I have received a One Time Passcode but I’m not making an online purchase

If you receive a code from us that you were not expecting, tell us immediately by calling us on 01228 403141.
What should I do if my card payment is declined?

If the online retailer has asked for a code and your payment is declined, assuming you have sufficient balance to make the purchase, you should contact the retailer directly to ask for other ways they can accept the payment.
What is SecureCall?

SecureCall is a fraud prevention feature of Internet Banking which is designed to help protect you and your money from online fraud.

You may already be familiar with SecureCall as we use it to verify payments to new payees. It is now required when you log on or make changes to your account.

You can read more about SecureCall on our Help & Support pages.
What do I do if I've forgotten my Passcode for the Mobile Banking app?

You can reset your Passcode for the Mobile Banking app by registering your device again. Simply select 'I forgot my Passcode' from the log on screen in the app and follow the instructions.

To reset your Passcode using the app, you will need your Customer Number and Access Code which you use to log on to Internet Banking.
How do I update my contact details?

You can update your landline number on Internet Banking or over the phone if you have your registered mobile to hand. To update your mobile number, you can visit a local branch, send us a signed request to Investment Services, Cumberland Building Society, Cumberland House, Cooper Way, Parkhouse, Carlisle, CA3 0JF or by email to help@cumberland.co.uk.