Frequently Asked Questions (FAQs)

1.    What is 3D Secure Authentication?

It’s used for online transaction authentication in order to prevent online frauds

2.    What is an OTP?

"One-Time Password" (OTP)  is randomly generated verification code sent to your mobile number and email address for online transactions. This is to provide an enhanced level of security on card transactions.

3.    What is the benefit of one time passcode (OTP) ?

It protects you against unauthorized transactions when performing transactions online since the transaction will be completed only when you key in your "One Time Password" (OTP)

4.    Do I need to register my Combank Card to use this service?

No, there is no need for any registration. All what you need to do is just make sure that you have a valid registered mobile number and/ or email address, so you can get the One Time Passcode (OTP) required to perform the transaction. 

5.    When can I start using this service?

The service is available for your Commercial Bank card now and it will work with all 3D secure online merchants.

6.    Are all shopping websites providing 3D Secure service?

No, but a large number of big shopping websites are providing this service and the number is increasing every day.

7.    How does 3D Secure works?

a.    When you want to buy something online, usually, you will be asked to enter your basic credit card details (cardholder name), card number, card expiry date, CVV/CVC code, & mailing address) and submit these details.

b.    Thereafter a pop up window will appear requesting you to enter your "One Time Password" (OTP). The "One Time Passcode" (OTP) will be sent to your registered mobile number and email address prior to any online purchase.

c.    Once you submit the "One Time Passcode" (OTP), the transaction will be sent for authorization and the merchant website will display a response to you.

8.    Is the 3D Secure Password the same as the one that I am using with my Combank Card?

No, Verified By Visa/3D Secure password is a "One Time Password" (OTP) that is generated every time you transact online and is not the same password that you use with your Combank Card when performing cash withdrawal from an ATM.

9.    How do I change my mobile number and/or my email address?

Please contact Commercial Bank Card Centre or visit the nearest Commercial Bank branch.

10.  What is Resend OTP?

In case you have not received the OTP, you may choose to resend the OTP to continue using this functionality. However, please wait for 2-3 minutes before using this option. The Resend option is only available once

11.  Can I shop with online merchants which are not 3D Secure yet?

a.    Yes, you can but when shopping with online merchants which are not 3D Secure yet, we recommend the following:

                                          i.    Shop with retailers which are reputable and reliable

                                         ii.    Keep a record of your online transactions e.g. bill receipt, order number, etc.

                                        iii.    Read the merchant's terms carefully before submitting the purchase request

                                       iv.    Read carefully the delivery arrangements, cost, tax, and other information related to the product you intend to buy

                                        v.    Make sure that the website is secured.

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

12.  If I need more information, who should I contact?

a.    If you need any assistance on this service please contact our 24 hour Contact Centre our Hotline 1316 or +94 11 2353 353