Frequently Asked Questions

  •  Fraud Prevention and Security



    • We need you to ensure your mobile number and email address are correct so that you are able to receive one-time passcodes (OTP). To check and update your details, go to your Online Account Manager and select Messages & Settings, Account Settings and Personal Details. Alternatively, login via your mobile app for iOS or mobile app for Android 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.

    • 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.

    • 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.