Frequently Asked Questions
Fraud Prevention and Security
What is a one-time passcode (OTP)?
An OTP is a unique code which will be sent to the mobile number and/or email address registered to your account to authorise certain actions, such as online card purchases and access to your account online. The OTP acts like a key, helping prevent anyone but you from authorising these actions.
Always review the full OTP message you receive, checking it accurately describes the action you have requested. Never share your OTP with another person, not even an Aqua employee. You will not normally be charged for receiving an OTP.
I don't have a mobile phone to receive one-time passcodes. What will I do?
If you don’t have a mobile phone, you can download the Aqua Card app (if you have access to a device). Otherwise we will send OTPs to your landline.
What do I do if the one-time passcode doesn't work?
The first thing is to check you’ve entered the right code. If the code still doesn’t work, you can simply request another one.
You should receive your OTP within seconds, in exceptional circumstances, it could take a couple of minutes depending on network coverage. If it doesn’t arrive you can request a new one. If you’re still having problems, contact us.
How do I ensure I can receive a one-time passcode?
We need you to ensure your mobile number and landline are correct so that you are able to receive one-time passcodes (OTP). To check and update your details, login to your Online Account Manager and select Messages & Settings, Account Settings and Personal Details. Alternatively, login via your iOS or Android mobile app and select More, Account Settings and Personal Details. This also applies to any additional cardholders you may have on your account which can be updated in their section.
What is PSD2 and how will it impact me?
PSD2 stands for the second Payment Services Directive. It aims to reduce fraud by requiring credit card issuers, including Aqua, to introduce increased security measures (e.g. one-time passcodes (OTPs)) for certain actions including online card purchases.