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One-Time Password (OTP) FAQs

Your security is our priority

Beginning March 19, 2018, Robinsons Bank shall deploy 3D Secure for all e-Commerce transactions made at participating online   merchants using your Robinsons Bank Visa Debit Card.

FREQUENTLY ASKED QUESTIONS
 
Q: What is 3D Secure / One-Time Password (OTP) feature?
A: 3D Secure / One-Time Password (OTP) is an additional security feature created by Mastercard and Visa that further protects Robinsons Bank, its Robinsons Bank Visa Debit Card Cardholders and participating Online merchants from scammers, fraud and unauthorized transactions. Prior to completion of the online transaction, the system will validate the identity of the Cardholder by sending a one-time system generated password to the Cardholder’s registered mobile number or email with the Bank.
 
Q: How do I use this feature?
A: Every time you make an online purchase using your Robinsons Visa Debit Card at participating merchants, you will be brought to a secure web page and will be asked to enter the OTP sent to your mobile number or email address. Upon receipt, please immediately enter the given OTP to proceed and complete your transaction. On the other hand, if the OTP you entered is found to be invalid, the transaction will be declined. 
 
Q: When will this take effect and who are affected Cardholders?
A: Starting March 19, 2018, Robinsons Bank Visa Debit Card Cardholders will be required to enter the issued OTP every time he/she makes an online purchase at participating online Merchants. 
 
Q: Is there a fee for 3D Secure / One-Time Password (OTP)?
A: No. The use of OTP is free and will not incur any charges.
 
Q: What if my mobile number / email is not yet registered or updated?
A: Cardholder must ensure that the contact details registered with the Bank are active and updated. Should you need to check and update your contact details, please call Robinsons Bank Customer Care Center hotline at (02) 637-CARE (2273) or domestic toll-free number: 1-800-10-637-CARE (2273).
 
Q: Can I re-use my 3D Secure / One-Time Password (OTP)?
A: No. The OTP sent to your mobile number or email address is only valid for one transaction, and will automatically expire within 5 minutes from issuance.
 
Q: I received an SMS indicating that I have activated this feature which I did not send.
A: 3D Secure / One-Time Password (OTP) feature doesn’t require enrollment. If you suspect any fraudulent or unauthorized use of your Robinsons Bank Mastercard Credit Card / Robinsons Bank Visa Debit Card, you should immediately call Robinsons Bank Customer Care Center hotline at (02) 637-CARE (2273) or domestic toll-free number: 1-800-10-637-CARE (2273).
 
Q: My mobile phone is stolen / lost.
A: If you no longer have access to your registered mobile number, you should immediately update the Bank with your contact details through the Robinsons Bank Customer Care Center hotline at (02) 637-CARE (2273) or domestic toll-free number: 1-800-10-637-CARE (2273) to avoid the risk of unauthorized transactions.
 
 
Q: How will I know if a Merchant participates in 3D Secure / One-Time Password (OTP) feature?
A: Most participating merchants will display the corresponding Mastercard / Visa 3D Secure logo on their website. However, there might be some merchants that doesn’t display the 3D Secure logo but may still be a participant and will prompt you to enter your OTP when you make an online purchase with them.
 
 Important reminder
Kindly ensure that your registered mobile number and email are correct and updated.