This browser is not supported. To ensure the best possible user experience, please use one of the following browsers:
Chrome | Firefox | Internet Explorer | Safari | Opera

Frequently Asked Questions

Our frequently asked questions service offers answers to common questions. If you don't find an answer, please contact our customer support and a representative will be able to assist you.

Mastercard 3D Secure

What is Mastercard 3DS or Mastercard Identity Check?
Mastercard 3DS (also known as ‘Mastercard 3D Secure’, 'Mastercard SecureCode’, and ‘Mastercard Identity Check’) is an online tool designed to add an additional security layer for online credit, prepaid, and debit card transactions. 3DS 2.0 is the latest version and provides greater security when making online purchases at participating merchants. It is offered free of charge.
How do I make purchases with Mastercard Identity Check?
When you make online purchases at participating merchants with your prepaid card, you may be required to verify your identity using a One-Time-Password (OTP). This One-Time-Password will be sent to the mobile number or email address that is associated with your Pay Portal Profile.

During the payment process (after you enter your prepaid card details), you may be redirected to the Mastercard Identity Check screen. Here you will be asked to select your preferred authentication method. You can choose either SMS or email or both. Please ensure both your mobile phone number and email address are correct and up to date by going into your Pay Portal Profile, under Settings > Profile.

Once you select, an OTP will be sent to your preferred authentication method. The screen where you need to enter the OTP will automatically be displayed at this time.

Note: You will not be asked to confirm your preferred method to receive the OTP If only one of your details is valid. E.g. if the mobile phone number is invalid (does not contain country code, or has insufficient characters), the OTP will be automatically sent to your email address.
How does Mastercard Identity Check protect my online purchases?
The OTP generated for authentication is sent to your registered mobile phone or email address. While making a purchase at a participating online merchant, you will be required to enter your OTP on the authentication page. Your OTP will confirm that you are the authorized cardholder and your purchase will be completed. If an incorrect OTP is entered, the purchase will not go through, thereby protecting your prepaid card from unauthorized use.
How do I sign up for Mastercard Identity Check?
Your prepaid card is automatically enrolled to the Mastercard Identity Check service without requiring you to sign up. Once your card is enrolled, all your online purchases at participating merchants will be subject to 3D Secure.
Which cards are related to this service?
All Pay Portal Prepaid Mastercard’s issued by Transact Payment Limited.
How do I know which merchants participate in the service?
Participating merchants usually display the Mastercard Identity Check or Mastercard SecureCode logo on their website.
What happens if an online merchant does not participate in the service?
In this case you should be able to make online purchases without the need to enter an OTP.
To which mobile phone number or email will the OTP be sent?
The OTP will be sent to the mobile number or email address that is associated with your Pay Portal Profile.
Can I share the OTP I received with someone?
Never share confidential information such as OTP’s, PIN’s or passwords with anyone as it can likely lead to your account or funds being compromised.
What should I do if my mobile phone or email address is incorrect?
Please ensure your mobile number and email address are up-to-date by reviewing the information in your Pay Portal Profile, under Settings > Profile.
I’m trying to make a purchase and I’m unable to receive an OTP on my mobile phone. What’s wrong?
  • Ensure that your mobile phone number is correct by reviewing the information in your Pay Portal Profile, under Settings > Profile
  • Ensure the mobile phone number follows the international dialing format, complete with your country code (without + or 00 at the start)
o E.g. for Canada a valid number may be: 16041234567
o E.g. for UK a valid number may be: 447911123456
  • Check that your mobile phone is connected to your mobile carrier network and you are in a mobile network coverage zone
What happens after I submit my prepaid card dispute?
After we confirm your dispute claim, the issuing bank may need to contact the merchant and their bank regarding the disputed transaction. In some cases, they may contact you again via mail if they need more information. Issuing banks process disputes according to billing error procedures that are governed by federal law and outlined in your Cardholder Agreement.
If the issuing bank is reimbursing you for any unauthorized or incorrect transactions, the funds should be returned in approximately 45 - 60 days.

For any inquiries regarding your dispute, please call the number at the top of your dispute form.
How do I update the email address or mobile phone number on which to receive the OTP?
You can update your mobile number and email address by going into your Pay Portal Profile, under Settings > Profile.
I received an email stating that my prepaid card has been enrolled to make secure online purchases. What is this about?
You received this email to confirm that your prepaid card is enrolled into the Mastercard Identity Check program, enabling you to make secure online purchases at participating merchants. You will receive this email upon initial activation of your prepaid card as well as anytime you change certain profile information including email address and mobile phone
Do I have to enter an OTP every time I make an online transaction at a participating online merchant?
No, the service has a built-in risk profile calculator, which works behind the scenes and assesses the level of risk associated with each online transaction. For low risk transactions (e.g. those of low value) you may not be required to authenticate the transaction.
Can I opt out my prepaid card from Mastercard Identity Check?
You cannot opt out of the Mastercard Identity Check program. It is a mandatory service in which your prepaid card is automatically enrolled, allowing you to make secure online transactions.