1.What is Bank of China (UK) Limited Online Secure Payment or Purchase Authentication (BOCUK Secure Payment)?
BOCUK Secure Payment service offers additional security and protection for customers when purchasing goods or services online. When making an online payment with participating Secure Payment service providers/retailers, customers will be prompted to verify and authenticate the payment by entering a One-Time Password (OTP) sent via SMS or Out-of-Band (OOB) authentication in our Mobile Banking App.
2.How does BOCUK Secure Payment One-Time Password (OTP)work?
When you buy goods or services online from participating service providers/retailers, you will be prompted for a BOCUK Secure Payment Verification Code in order to confirm and authorise the payment. The one-time-only Verification Code will be sent to your pre-registered mobile phone number by SMS and will remain valid for 60-180 seconds.
3.How does BOCUK Secure Payment Out-of-Band (OOB) authentication work?
When making an online purchase, you may choose OOB authentication as your payment verification method. Upon selection, a secure checkout notification will be sent to your registered Mobile Banking App. Please login to your Bank of China Mobile Banking App “Transaction Authenticate” model to authenticate the transaction. You will be required to review the transaction details and authorise the payment using biometric authentication (such as Face ID or fingerprint recognition) or your e-token passcode. The authentication is valid for maximum 10 minutes.
4.How is the BOCUK Secure Payment Verification Code provided to me?
The BOCUK Secure Payment Verification Code will only be sent via SMS message to your registered UK or China mobile number registered with us. Hence, it is important to ensure that we have your correct and up-to-date mobile number on file.
If you have changed your mobile phone number recently, you must inform us immediately to update your current valid mobile phone number in order that you can receive the Verification Codes securely to complete online payment(s).
5.How do I complete an online payment which require BOCUK Secure Payment?
After you have inputted the correct card information, the participated online retailer/services provider will then trigger the verification process. If you selected One-Time Password (OTP) via SMS, the bank will send you the BOCUK Secure Payment Verification Code to your registered mobile number via SMS immediately. Simply type the Verification Code when prompted to do so and click the ‘submit’ button to authenticate and finalise the transaction securely.
Alternatively, if you selected Out-of-Band (OOB) via mobile banking app, upon selection, a secure checkout notification will be sent to your registered mobile banking app. You will be required to review the transaction details and authorise the payment using biometric authentication (such as Face ID or fingerprint recognition) or your e-token passcode, then click the “continue” button on the secure checkout notification to complete the transaction.
6.What happens if I don’t use the BOCUK Secure Payment Authentication in time?
For One-Time Password (OTP), each unique BOCUK Secure Payment Verification Code is valid for 60-180 seconds and it is possible to request for a new code again for a maximum of 10 requests per single transaction.
For Out-of-Band (OOB) authentication, the authentication is valid for maximum 10 minutes. If you do not use the authentication within the designated time limit, the transaction will fail and you will need to start the process over, requesting a new checkout notification.
7.What happens if I enter the wrong BOCUK Secure Payment Verification Code?
There is a maximum limit on the number of incorrect Verification Code attempts per single transaction. The number of incorrect attempts for the Bank of China (UK) Limited Great Wall International Credit Card is 3 times, and 10 times for the Great Wall International Debit Card.
If you exceed the consecutive incorrect Verification Code attempts set out above, the transaction will be automatically declined and the card will be disabled. You will need to contact either Card Centre customer services on +44 20 72828763 (service available between 9am – 5pm from Monday to Friday, excluding bank holiday) or contact your account holding branch to release card, please notice that releasing card service is ONLY available during office hours. Alternatively, you could submit a signed written instruction to the following Freepost Address:
Freepost RSRL-EZBR, Bank of China (UK) Limited Card Centre, 1 Lothbury, London EC2R 7DB.
8.Can I share the BOCUK Secure Payment Verification Code, mobile phone, card number and/or My security details with a family member or friend to complete purchases on my behalf?
No. Although the BOCUK Secure Payment Verification Code is a one-time only password, it is important that you do not share your Verification Code with anyone including any bank staff and police officer. The Verification Code is only used for online payments; service providers/retailers will never ask you to disclose this information via alternative means (i.e. phone or email).
You must take all reasonable steps to keep such information confidential at all times and ensure that your mobile phone is not accessed by any other person(s).
If in doubt, please contact us immediately at +44 20 7282 8763, we are available 24/7.
9.Do I have to do anything to subscribe to BOCUK Secure Payment?
No, as long as you registered a valid UK or China mobile phone number with us or you can access to our Mobile Banking App, you are automatically subscribed to the BOCUK Secure Payment service.
10.When will my account be debited for BOCUK Secure Payment purchase?
There is no change to the processing of transactions and your account will continue to be debited for online purchases as usual (average 2 to 5 days).
11.Do I need the BOCUK Secure Payment when shop in store?
No, you only use BOCUK Secure Payment when shopping online at participating online service providers/retailers. Most service providers/retailers offering Secure Payment to customers should have information about it on their website.
12.Do I have to pay for the BOCUK Secure Payment services?
No. This service is free for our Bank of China (UK) Limited cardholders.
13.What shall I do if I have recently changed or I am going to change my mobile phone number?
The BOCUK Secure Payment Verification Code can only be sent to your pre-registered mobile phone number held by our records. If you have changed your mobile phone number, or intend to change your number, please notify us immediately by visiting one of our UK branches or writing to your account holding branch, so that we can update our records to sure you continue to receive BOCUK Secure Payment Verification Codes.
14.What shall I do if I lose my mobile phone?
Please contact us immediately, so that we can help to update the mobile link with your BOCUK Secure Payment services.
15.Can I shop online at retailers that do not participate in Secure Payment?
Yes, however you will not receive our secure checkout payment notification (the enhanced security that BOCUK Secure Payment provides).
At Bank of China (UK) Limited, the security of your account and personal information is a top priority. To help protect you from potential fraud and unauthorized transactions, we highly recommend you to use the enhanced security that BOCUK Secure Payment provides.
16.Do all online payments require Secure Payment to complete transaction?
Not all online service providers/retailers participate in Secure Payment. Although majority of UK online payment portals require authenticate, there are still some low risk/low value service providers/retailers who prefer not to participate in the process. This process is not a general mandatory requirement and has been implemented by service providers/retailers from a best practice perspective.
If in doubt, please contact us immediately at +44 20 7282 8763, we are available 24/7.
17.Can I opt out from BOCUK Secure Payment?
Yes, however it is not recommended because some service providers/retailers have made secure payment mandatory for their online platforms. If you have decided to opt out from BOCUK Secure Payment, you might not be able to complete a transaction successfully at some online service providers/retailers.
The aim of BOCUK Secure Payment is to provide customers with enhanced online payment security and protection from fraud and unauthorised card use. By opting out of or failing to follow the BOCUK Secure Payment process, you may be putting yourself at higher risk of fraud or unauthorised uses.
At Bank of China (UK) Limited, the security of your account and personal information is a top priority. To help protect you from potential fraud and unauthorized transactions, we highly recommend you to use the enhanced security that BOCUK Secure Payment provides.
18.Can I use BOCUK Secure Payment if my mobile phone number is not registered with the bank or if I do not own a mobile phone?
No, the BOCUK Secure Payment is a mobile phone based verification service which requires a pre-registered a mobile phone number to work. If you do not hold any mobile phone or your mobile phone number has not been a pre-registered with us, you will not be able to complete online transactions securely by using the BOCUK Secure Payment service.
19.My card is linked with a joint account; does it make any difference?
No, BOCUK Secure Payment transaction is no different to your normal day to day debit/credit card transactions, it operates as an additional security feature to ensure the transaction is carried out by the genuine cardholder in the e-commerce/online environment.
20.I have signed up but how can I tell that I am looking at a genuine Secure Payment process and not part of a scam?
BOCUK Secure Payment will NEVER require you to submit any personal or card information or your password, only authentication is required.
21.I have been sent an email or receive SMS by Secure Payment asking me to update my details. Is this right?
BOCUK Secure Payment will NEVER send you an email requesting you to update your details for any reason. If you get one of these emails or if you detect anything suspicious, you should report this to us at the telephone number on the back of your card.
22.I received a SMS for the Secure Payment Verification Code but I did not use my card. Is this right?
BOCUK Secure Payment will NEVER issue any Verification Code without your request. If you did not request for a Verification Code but a code was sent to your mobile phone, please call our Customer Services hotline immediately on +44 2072828763, which is available 24/7.
23.Do I need to provide BOCUK Secure Payment Verification Code when I wish to receive credit/refund toward my card account?
No. All incoming payments such as credit/refund do not require BOCUK Secure Payment Verification Code to complete. If you received any requests either through telephone or online, it is possible this may be fraudulent, please contact us at +44 20 7282 8763, for assistance.
If you need this document in another format, such as large print, please contact us.
