HBL UK Visa Debit Card - Verified by Visa - FAQs

Frequently Asked Questions

General

VbV - Verified by Visa - is a free service by provided by Habib Bank UK and certified by Visa International offering you the option to secure your card details whilst shopping on the internet at participating VbV Merchants.

02 - How does VbV work?

When you purchase online at participating web-sites, VbV issues a receipt at the end of the checkout process. You sign the receipt using your personal password and click "Confirm" to proceed with the purchase. Without your password, the purchase cannot take place. The receipt includes details of your current purchase, such as merchant name, purchase amount, date, card number (four last digits) and "Personal Greeting".

03 - How does VbV protect me?

Since your card is protected by your personal password, only you can use your card online at participating VbV merchants.

04 - Do I need to apply for a new debit card to use VbV?

No. You are able to use your existing HBL Visa Debit Card.

05 - Where can I buy with VbV?

Many merchants are already signed up for VbV (http://www.visaeurope.com/personal/onlineshopping/verifiedbyvisa/vbvretailers/main.jsp) and many more merchants are signing up. You will recognise which merchants are part of VbV as a window will pop-up and ask you for your password when you are about to complete your transaction.

06 - Do I need special software to be able to register with VbV?

As long as you have the following browsers and operating systems you should be able to enrol with VbV – Windows Microsoft Internet Explorer 5.5 and 6.0, Windows Netscape 7.1 and 7.2, Windows AOL 9, Windows Firefox 1.0 and Macintosh Safari. The service supports operating systems Microsoft Windows 95, Windows 98, Windows 2000, Windows ME, Windows NT and Windows XP.

07 - What does it happen when my HBL Visa Debit Card expires?

Your replacement card will be updated automatically. When you are re-issued with a new debit card, VbV will automatically update your new card information for you, which means you do not need to re-enrol to continue using the VbV service.

08 - What does it happen if I cancel my HBL Visa Debit Card and then get a new one with a different account number?

You do not need to register the new card for the VbV service.

09 - What does it happen if my debit card is lost or stolen?

If your card is lost or stolen follow the existing process by reporting your card as you would normally do. You do not need to register your new replacement card with VbV.

Enrolment

10 - What cards can I enrol with VbV?

You can enrol any of your own existing HBL Visa Debit Card.

11 - How many cards can I enrol with VbV?

There is no limit to the number of cards you enrol, as you type the information required for enrolling one of your cards, all of them if you have, will be automatically enrolled.

12 - Why do I have to supply personal information during enrolment?

The personal information you are supplying is used as a security measure to make sure you are the genuine cardholder. The information you supply is verified against the data stored in our database.

13 - Can I use the same password for all of my HBL Visa Debit Cards?

Yes. When you enrol to VbV you will have to create a password. It will be valid for all of the cards that you have. You must select a password which includes at least 6 letters and/or numbers. Your password is case sensitive. We recommend that you create a password that will be easy for you to remember and difficult for others to guess.

14 - What is a "Personal Greeting"?

A "Personal Greeting" is a sentence that you create during enrolment. This text should be personal, but not confidential e.g. "My dog's name is Tin". Each time a VbV receipt is presented, you should look for the Personal Greeting – it proves that it is a genuine VbV receipt. Please note – you cannot select a Personal Greeting that will be identical to the password. Your password must be kept confidential, while the Personal Greeting is openly displayed on the receipt.

15 - What do I do if I have problems during the enrolment process?

Confirm if the information provided (your details) is correct. Optionally you can call to Customer Service helpdesk on 0845 603 5799 or +44 20 7780 1061 or email to .

16 - Do I need to enroll on my first purchase?

You have the option to purchase up to three times without enrolling your card. The fourth purchase is mandatory you enroll your card otherwise you are not allowed to go ahead.

Activation During Shopping

17 - What is 'Activation During Shopping'?

As a HBL Visa Debit Cardholder, we offer you the ability to activate VbV when you shop online at participant VbV merchants. The activation process is simple and quick - all you have to do is enter a few identifying pieces of information, create your personal password and Personal Greeting that you will be used in your future purchases. By activating the service you will be agreeing to our terms of use, so please ensure you read these carefully.

18 - I activated VbV. Can I activate it for additional cards?

The additional cards should be activated for VbV as well. We recommend that the password and personal greeting are different for each additional card.

Shopping with VbV

19 - How do I buy with VbV?

When you purchase online at participating merchants, VbV issues a receipt at the end of the checkout process. The receipt includes details of your current purchase, such as merchant name, purchase amount and date. You sign the receipt (post your Shopping Password) and click “Confirm” to proceed with the purchase. When you shop online with your HBL Visa Debit Card, the VbV service will automatically be active at participating VbV merchants.

20 - How soon after completing my online enrolment can I begin to use the VbV service to make online purchases?

You can start to use the VbV service immediately after you complete the enrolment process.

21 - What should I do if I purchase online but the VbV receipt does not appear?

First, check to make sure that the card you used for the purchase is one that you have enrolled with VbV service. Second, determine whether the merchant is a participating VbV merchant. If the merchant is participating and you are using the right card, contact the merchant's customer service centre for help.

22 - Can I purchase at merchants that do not participate in the VbV service?

Yes, you can still purchase goods and services as you normally would but they will not be supported by the VbV service.

23 - What happens if I forget my password?

If you forget your password, select the 'Forgotten your password' link that appears on the receipt and follow the procedures required during your registration for the VbV service to prove that you are the genuine cardholder. You will then be able to create a new password.

24 - I do not see my Personal Greeting on the receipt. What should I do?

Always look for the Personal Greeting before signing the receipt. If your Personal Greeting does not appear on the receipt, please do not sign it and contact our Customer Service helpdesk on 0845 603 5799 or +44 20 7780 1061.

25 - The Personal Greeting on the receipt is not mine. What should I do?

Always look for your Personal Greeting before signing the receipt. If a Personal Greeting other than yours appears on the receipt, please do not sign it and contact our Customer Service helpdesk 0845 603 5799 or +44 20 7780 1061.

26 - Will using VbV guarantee payment of any online purchase?

No. VbV only authenticates the cardholder registered to the specific card being used and the authorisation of each transaction will be subject to sufficient funds being available or any other fraud prevention checks being completed satisfactorily.

27 - Can two people with cards on a single account use the same password or should they enrol for VbV separately?

Both the primary cardholder and the additional cardholder must enrol separately in any order so long as the additional cardholder chooses a password that is different to that of the primary cardholder.

28 - I activated a HBL Visa Debit Card that has an additional cardholder. Does that person have to enrol their card separately or can we share a password?

You must not share your password with anyone. The additional cardholder should establish his/her own password. This increases the security of your VbV online purchases.

29 - Is there a number of attempts that I can type the wrong password?