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What is Verified by Visa (VbV)?

It's a free service from Visa in association with Coventry Building Society and an ever-growing list of participating online retailers. When you use your card to shop online, the retailer, if they are a participating VbV retailer, will electronically check with Coventry Building Society that the card is registered. You'll be asked to confirm some personal details to register, and then you can create your own password. The retailer checks with Coventry Building Society that the details match up with our records, and provided they do, your purchase will proceed.

When you make any further purchases online with participating retailers, you'll be asked for specified characters from your password when you enter your card details. Again, the retailer checks the password details with us, and if they're correct we give them confirmation to proceed. This adds another level of security to your online purchases.

For more information about Verified by Visa, have a look at the Visa website.

What to expect

The first time you make a purchase online using your Coventry debit card, at a retailer who's signed up to VbV, you'll be asked to set up a password. If you don't have time, or you want to find out more, you can opt out three times. However, we suggest that you register your details as soon as possible so that your card is protected. It's added security for you.

When you've registered for VbV, whenever you make a purchase with a participating retailer, you'll be asked to provide specified characters from your password to confirm your identity. If the retailer hasn't signed up for VbV, your debit card will continue to work exactly as it does now.

Please take a look at our Terms and Conditions of Use for more information about VbV, or have a look at our frequently asked questions below.

Q. How does VbV work?

When you make a purchase at a participating retailer and enter your card details at the end of the checkout process, VbV will generate an online receipt. This receipt gives the details of your transaction, such as the site name, date and purchase amount. If you're happy to proceed with the transaction, you then 'sign' this receipt using specified characters from your password and click 'Submit' to proceed with the transaction. Without the correct password, the transaction will not be able to complete. 

Q. Why does the Coventry use the VbV service?

It makes shopping online for our customers even more secure by adding another level of security to online transactions. You'll be asked to register when you shop online with participating retailers, although we'll give you the opportunity to opt out of the service at first so you can find out more if you wish. Even if you don't regularly shop online, by registering your card for VbV you're increasing your protection against online fraud. 

Q. How do I register?

When you make your first purchase at a participating retailer, and 'check out', you'll be directed to a page that allows you to enter information so we can confirm your identity. This will be a mixture of details from your debit card and information that only you should know. When you register, you can then set up a password of your choice following the on-screen instructions, and unless you forget your password, want to change it or you report your card as lost or stolen, you won't need to register again.

If you don't want to register on your first shop and want to find out more information, or you're just short of time, you'll be able to opt out of the process a limited number of times. However, we do advise that you register as soon as you can to make sure your card is secure when you shop online. If you opt out three times, on subsequent purchases you'll have to register, otherwise you won't be able to make any more online purchases with VbV registered retailers. This is to keep your card secure online.

Q. Which cards can I register for VbV?

You can register any or all of your Coventry Visa debit cards for VbV. You don't need a new card to participate in this service. If you have a Coventry Visa debit card we'll register the details of your card with VbV and you'll be prompted to register the card the first time you use it to shop online.

Q. If I have a joint account, how do I register?

VbV protects each card, not each account, so if you want to use both cards online, you will need to go through the registration process for each card and set up a separate password for each card. 

Q. What happens when my card expires?

Don't worry, we'll make sure the VbV service is automatically updated with the new information. You don't have to do anything. 

Q. What happens if my card is lost or stolen and I get a new one?

To make sure your details are kept safe, you'll need to re-register your new card for VbV the next time you shop online. This simply involves confirming your identity with the relevant pieces of information and then creating a new password.

Q. Can I use VbV from any computer or do I need any special equipment?

There are no special pieces of hardware or software needed to set up VbV, so as long as your Internet browser meets the requirements above you can make purchases online from any computer and still receive the added protection offered by VbV. However, we recommend that you do not use public computers for online shopping, such as those in internet cafes and libraries. 

Q. Why do I have to provide personal information?

This is a simple security measure to ensure you're the genuine customer. This information is checked against the data we hold. When entered correctly this allows you to set up your own password. The same pieces of information will be asked for if you forget your password, to allow you to set up a new one. For further information on how we use your data, please see our Privacy and cookies policy .

Q. Where can I use VbV?

VbV can be used at thousands of participating online retailers, and more companies are joining all the time.

Q. Can I still buy from retailers who don't participate in VbV?

Yes, however the transactions will not have the added security that VbV offers you. You'll simply need to complete the checkout process as normal and you won't see the online receipt when you submit your card details.

Q. What should I do if the VbV online receipt doesn't appear?

First of all, check whether the card you're using and site you're buying from are registered with VbV. If they are, contact the retailer for help. If the retailer isn't registered for VbV, the screen won't appear and your card will be charged when you submit your order.

Q. Why don't I enter the whole of my password when I'm shopping?

For added security, we only ask you for specified characters from your password. These characters will be changed each time you make a purchase, which means that you're not entering exactly the same details every time, so unless somebody knows the whole password they won't be able to use your card to shop online. You'll never be asked for your full password.

Q. I've forgotten my password, what should I do?

If you forget your password when you're shopping, simply click on the 'Forgot your password' link you see on the receipt. This will take you to another page where we verify your identity before allowing you to create a new password and complete your purchase as normal. 

Q. I've got a message saying 'Authentication Failed' - what should I do?

This message means that you've exceeded the maximum number of failed attempts to check your details, either when registering your card for the first time, when you've entered the wrong password too many times or you just wanted to change your password. This is done to make it harder for somebody other than you to use the account.

If this happens, please contact us on 0800 121 8899 so we can help. You won't be able to complete your purchase or use your card for subsequent online purchases at registered VbV retailers until you've contacted us.