Support SecureCode™ FAQs

Q: What is MasterCard® SecureCode™?

A: MasterCard SecureCode is a service to enhance your existing MasterCard account. A private code means added protection against unauthorized use of your card when you shop at participating online retailers.

Q: How does MasterCard SecureCode work?

A: Once you've registered and created your own private SecureCode, you will be automatically prompted by your financial institution at checkout to provide your SecureCode each time you make a purchase with a participating online merchant. Your SecureCode is quickly confirmed by your financial institution and then your purchase is completed. Your SecureCode will never be shared with the merchant. It's just like entering your PIN at an ATM.

Q: How does MasterCard SecureCode protect me?

A: When you correctly enter your SecureCode during a purchase at a participating online merchant, you confirm that you are the authorized cardholder and your purchase is then completed. If an incorrect SecureCode is entered, the purchase will not be completed. Even if someone knows your credit or debit card number, the purchase cannot be completed without your SecureCode at a participating merchant.

Q: What card do I use? Will I need to get a new card to use MasterCard SecureCode?

A: You will be able to use any of your existing MasterCard credit or debit cards, as long as the cards are from a participating financial institution. If you're not sure if your financial institution provides this service, please review our list of participating financial institutions. If you don't see your financial institution listed, check back frequently as the list is updated.

Q: How many cards can I register with MasterCard SecureCode?

A: We encourage you to register all of your MasterCard cards. There is no limit on how many cards you can register.

Q: Can two people with a joint account use the same password or should they register MasterCard SecureCode separately?

A: Enrollment is at the account level so the password must be shared.

Q: Can I use MasterCard SecureCode from any computer?

A: Because there's no special software to install, you can shop from any computer meeting the system requirements outlined above and still receive the added protection afforded by MasterCard SecureCode.

Q: What do I do if I cannot remember my SecureCode?

A: You may be prompted on the screen to reset your own SecureCode or you can contact the customer service number for your financial institution typically found on the back of your card.

Q: What do I do if my SecureCode authentication fails or I receive an error message?

A: You will need to contact the customer service number for your financial institution typically found on the back of your card. Relay to the customer service representative the message that you received while attempting to enter your SecureCode.

Q: What do I do if I did not receive an SMS/Text message with my SecureCode PIN?

A: If your financial institution uses SMS/Text messages for SecureCode authentications, you will need to contact the customer service number for your financial institution typically found on the back of your card.

Q: What happens when my card expires or my billing information changes?

A: Your card issuer will automatically update this information in your profile.

Q: What happens if I cancel my existing card then get a new one with a different account number?

A: You will need to register the new card for MasterCard SecureCode. Simply return to the registration site, and complete the registration process with your new card.

Q: How do I know whether a merchant participates in SecureCode?

A: Most participating merchants will display the MasterCard SecureCode logo on their site. However, even if you don't see the SecureCode logo, the merchant may still be a participant and you will be prompted to provide your SecureCode.

Q: How will the online merchant know that I'm registered for MasterCard SecureCode?

A: When you use a card that is enrolled in the MasterCard SecureCode program at participating online merchants, the merchant automatically recognizes your MasterCard card number during the transaction.

Q: What happens when I use my SecureCode at a participating merchant?

A: There is no need to login or sign in. When you make a purchase at a participating merchant and enter your registered MasterCard payment details, you will automatically be prompted by your financial institution to enter your SecureCode. After reviewing the details of your purchase and confirming that your Personal Greeting is correct, simply type in your SecureCode to complete your purchase.

Q: What is a Personal Greeting?

A: The Personal Greeting is a message that you create during sign-up. Each time you make an online purchase at a participating merchant, you will be prompted to enter your SecureCode. At this time, you'll see your Personal Greeting and other purchase details. The Personal Greeting is your assurance that you are communicating with your financial institution. If the Personal Greeting displayed in the pop-up box is incorrect, you should not enter your SecureCode, but should instead contact Customer Service immediately by calling the phone number on the back of your enrolled MasterCard card, to report a possible fraud.

Q: What are the Secret Question and Answer?

A: If you forget your SecureCode when making an online purchase, you will be supplied with your Secret Question. If you then supply the correct Answer, your purchase will be completed. Once your purchase is completed, you should visit the registration site, click on the "Forgot SecureCode" link and follow the subsequent instructions.

Q: How will SecureCode change the online purchase process?

A: The online purchase process will not change except that now you will be prompted to provide your SecureCode during checkout. Your SecureCode will never be revealed to the merchant during the checkout process.

Q: Will I be able to make purchases at merchants that accept MasterCard but do not participate in the MasterCard SecureCode program?

A: Yes, you will not be asked for your SecureCode during these purchases. You will continue to be protected from unauthorized purchases by Zero Liability from MasterCard.

Q: I am a merchant who would like to offer SecureCode to my customers. How do I get more information?

A: For information on participating in MasterCard SecureCode, please visit:

Securecode Merchant

Q: How is SecureCode different from Zero Liability*?

A: Using MasterCard SecureCode provides added security to prevent your card from unauthorized use. Exceptions apply.* Zero Liability provides coverage if your card has been used fraudulently.

Q: Where can I view Terms and Conditions of the SecureCode program?

A: Please visit your financial institution's Web site for the Terms and Conditions specific to your card.

Q: Where can I review the privacy policy?

A: Please visit your financial institution's Web site to review the privacy policy specific to your card.

*Zero liability applies when a MasterCard account is in good standing, cardholders have exercised reasonable care in safeguarding your card, and when a cardholder has not reported two or more unauthorized events in the past twelve months.
Zero Liability does not apply to MasterCard-branded cards issued

  • to an entity other than a natural person or primarily for business, commercial, or agricultural purposes, except the following card programs for small businesses:
    • Debit MasterCard BusinessCard® Card
    • MasterCard BusinessCard® Card
    • MasterCard Executive BusinessCard® Card
    • MasterCard® Professional Card
    • MasterCard® Small Business Multi Card
  • outside of the U.S. region, or
  • if a PIN is used as the cardholder verification method for the unauthorized transaction(s).

Q: Questions not answered here

A: If your question is not listed among the previous topics and questions, your best option is to contact the financial institution that issued your account as only they hold account specific and unique information. Typically there is a customer service number for your financial institution on the back of each card that you can call. You can always contact the MasterCard Assistance Center toll free at 1-800-307-7309 or 'Collect' by dialing 1-636-722-7111.
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