3D SECURE

3DS Security FAQs

• What is 3DS?

  It is a security feature that helps cardholders to confirm online purchases made with their cards.

• Why is it important?

  It protects cardholders against potential fraud that can result from lost, stolen, skimmed cards.

• What do I have to do as a customer to get my card verified?

  Ensure that the bank has your updated contact details. All Ecobank cards are automatically enrolled on the 3D secure platform.

• How much do I have to pay for my card verification?

  Absolutely nothing. The service is free.

• My card is for a joint account, how does 3DS work for us?

  It works on all Ecobank cards regardless of the account linked.

• Do I need a password for my card verification every time I use it?

  A unique OTP (One Time PIN) is sent for online transaction to your contact details provided to the bank. Not all transactions generate an OTP. Do contact the bank immediately or block your card if you notice suspicious transactions.

• What is this One Time PIN and how do I get it to verify my purchase?

  The OTP is a unique PIN sent via SMS to customers contact details as shared with the bank. - Ensure to always have your contact details updated.

• Do I have to use the same One Time Pin every time I use my card?

  No. Every transaction comes with its unique OTP.

• What if I don’t have a mobile number readily available?

  You will not be able to receive the OTP sent to complete your purchase.

• How long is the code valid after receipt?

  5 minutes.

• Will I be charged for the OTP text message/SMS?

  No. The OTP text message / SMS is free.

• Can I complete my purchase if I don’t receive the OTP?

  An OTP is needed to complete an Online transaction however some transactions make not generate an OTP depending on merchant site or value of transaction.

• My code is not working, what should I do to complete my purchase?

  You have entered the wrong code or the code has expired. Please check and re-enter the correct code or request a new code if code has expired.

• Why has my purchase been declined despite entering the correct code?

  The OTP has expired, has to be resent, or there may be insufficient funds in the account.

• How do I change my mobile number if it’s wrong or I stop using the number?

  Contact your branch to change your number or change your number via internet banking if you have an account.

• What should I do if I receive an OTP alert when I haven’t initiated any purchase?

  Report the issue immediately to the nearest branch or call our Contact Centre on 1399.

• Can I use 3DS on my computer?

  Yes.

• Will I be able to receive the OTP when transacting abroad?

  Yes, so far as your phone has been switched to roaming mode. Do inform the bank anytime you travel and will not be reached by your contact number in banks records.