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Frequently Asked Questions

The Service

We hope the below information helps you find the answer to your question; however, should you require any further assistance simply contact our helpdesk on +350 20023000 or email This email address is being protected from spambots. You need JavaScript enabled to view it..

What is Visa Secure?

Visa Secure is a service provided by Visa that offers an additional security step during an online transaction with a participating merchant.

Is my personal information safe and secure?

Yes. Your information is transmitted using a high level of encryption and is stored on a secure server.

Does Visa Secure cost me anything?

No. There are no additional charges associated with this service.

What is the benefit of Visa Secure for cardholders?

It provides added assurance when using your Visa card to make purchases online. You can be comfortable knowing that any online merchant using Visa Secure is a legitimate commercial entity.

Are there any service guarantees?

Trusted Novus Bank assures you that the information you provide is for registration purposes. Your information is protected and will not be used by or shared with any other parties, except the contractors who operate this service on behalf of Visa and Trusted Novus Bank. You are also afforded all the protections available to you when you use your Visa card in person.

One Time Passcode

What is the “One Time Passcode” (OTP) service?

It is a new service that provides an enhanced level of security during online purchases, protecting you against unauthorised use of your card via a 6-digit code that can only be used once.

How does OTP work?

When you perform an online purchase at a participating merchant, you will be presented with a screen asking you to enter the OTP, this will be automatically delivered via SMS to the mobile number registered with us. Once you submit the correct OTP, the transaction will be sent for authorisation to the Bank and the merchant’s website will display a response to you.

Is OTP easy to use?

Yes. When you make an online purchase and enter your payment information, a screen from your card issuer will automatically appear and prompt you for your OTP. After reviewing that your purchase details are correct, simply enter your OTP to complete your transaction.

Can an OTP be resent?

Yes. If you have not received the OTP, you may click the resend option. However, please allow 2-3 minutes before using the Resend OTP option.

Can I use OTP from any computer or device?

Yes. There is no special software to install, so you can shop from any computer or device and still receive the added protection provided when using the OTP delivered via SMS to the mobile number on record.

Can I use my card to shop online with merchants that do not participate in Visa Secure?

Yes. However, when shopping online with merchants who do not yet provide this secure authentication method, we recommend the following:

1. Shop with retailers that you trust and that are reputable. Check the website address in your browser begins with ‘https’, which indicates a secure connection.

2. Keep a record of your online transactions, i.e., email order confirmation, invoice, etc.

3. Make sure you carefully read the merchant’s Terms & Conditions before committing to the purchase.

4. Use the latest version of your internet browser and make sure that your computer’s operating system is up to date.

5. Never share your OTP with anyone.

6. Call the bank if you are unsure or suspicious at any point.

What should I do if I receive an unexpected OTP?

If you receive an unexpected or multiple OTPs on your mobile device, it could more than likely be fraud. Please do not action, validate or share this OTP with another person, neither online, in person nor over the phone. We also recommend you take the following steps immediately:

1. Block your card by logging into your Trusted Novus Bank Cards App or TNB Card Web Portal.

2. Contact our Card Service Help Desk on +350 20023000 or email This email address is being protected from spambots. You need JavaScript enabled to view it. for assistance.

Alternatively, you may call Visa international directly for assistance, visit Assistance in connection with your card (trustednovusbank.gi).

What if I still have enquiries during a purchase?

For further information, please do not hesitate to contact our Card Services Help Desk by phone or email:

Tel No: +350 200 23000

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Opening hours:

08:00 – 20:00  Monday through Friday
09:00 – 17:00   Saturdays and Sundays