Some retailers have not yet updated their systems to allow Strong Customer Authentication, and so they may reject your online card transaction. If this happens you should contact the retailer to see if you can pay for your goods or services another way.
We've recently added an extra layer of security to online card purchases. It’s called Strong Customer Authentication and has been put in place to help protect you from digital fraud.
You won’t be asked to authenticate every transaction – but when you are asked to do it, the easiest way will be with our Metro Bank App, available from the Apple App Store or Google Play. You can also use Online Banking to confirm transactions.
When you’re shopping online, you might see a screen like this. You will need to choose how you are going to confirm it’s you making the transaction.
Below are step-by-step guides on how to authenticate transactions in the Metro Bank App and in Online Banking.
Step 1 – Log in
If you’ve allowed notifications on your mobile, you’ll receive a message like this. Click the notification and log in to the App.
To allow notifications, log in to the Metro Bank App and tap the settings icon, go to ‘App settings’, then ‘Notification centre’ and turn on push notifications.
If you don’t have notifications set up, just log in to the App.
Step 2 – Confirm or decline
Once logged in to the App, you’ll see the transaction details.
Tap on 'Transaction approvals' on the homepage under ‘Accounts’. If your transaction still does not appear, please return to the retailer’s site and make the payment again. If you still can’t see it in the App, contact us at 0345 08 08 500.
Step 3 – Go back to the retailer
After confirming in the App, you must go back to the retailer’s website and click 'Complete transaction' to finish paying.
Step 1 – Log in
Have your mobile ready – using the phone number that’s registered with us – as we may need to send you a one-time passcode.
Log in to Online Banking as usual.
Step 2 – Confirm or decline
Once logged in to Online Banking, you’ll see the transaction details.
Click ‘Transaction approvals’ in the top left corner of the home page. If your transaction still does not appear, please return to the retailer’s site and make the payment again. If you still can’t see it in Online Banking, contact us at 0345 08 08 500.
Step 3 – Enter security details
If we didn’t text you a one-time passcode (OTP) at login we will text you one now.
Enter your OTP and Online Banking password into this Online Banking screen and click 'Submit'. Don’t forget step 4:
Step 4 – Go back to the retailer
Once you've clicked 'Submit' you must go back to the retailer's website and click 'Complete transaction' to finish paying.