Frequently Asked Questions

We’re improving our debit card transaction security. New regulations have been adopted under the revised Payment Services Directive (PSD2) which will enhance the security of online transactions to help protect you and your money and reduce fraud. These changes are referred to as Strong Customer Authentication or “SCA” and mean you may need to authenticate your payment for processing online transactions, so we know it’s actually you. 

The changes will take effect from 30 July 2021.  However, we will be contacting you directly from April 2021 to let you know what you need to do to set up a password and how to start using it. 

Below you can find answers to our most frequently asked questions about these changes.

Banks are currently introducing additional security for debit card online transactions, known as Strong Customer Authentication (SCA). This means you may be asked to provide additional authentication when completing online transactions, when using your debit card to verify it’s you completing a transaction.

The additional security is being introduced by law to help protect you and your money when making card transactions online and to help fight fraud.

The new rules apply to banks in the European Economic Area and the UK.

From 30 July 2021 Cynergy Bank card users may need to use a password as well as the current “One Time Passcode” or “OTP” to authenticate online purchases.

The new security measures will apply to all debit card users.

No, for the time being, these changes only affect debit card users.

Debit card users will need to use their online banking account to set up a password for their debit card so that it can continue to be used for online purchases.  Once you have set up a password you will need to use this password together with the current One Time Passcode (OTP).

When completing certain online purchases, the user will be presented with a ‘3DS’ screen where the One Time Passcode (OTP) and the debit card password will need to be entered.  Once the One Time Passcode (OTP) and correct password have been entered the card transaction can be successfully completed.

Yes, you will need to have a debit card password set up to continue to use your card for certain online purchases.

You need to be registered for Cynergy Bank .  If you are already registered, log in and create a password under the Debit Card menu.

If you are not registered for Online Banking, to register or by following our

Yes, if you have more than one card then a separate password will need to be set up for each card for each separate account.

Yes, each account holder will be asked to set up their own password for their own debit card.

No, to continue to use your debit card online after 30 July 2021 you need to have a password.  The only way to do this is to register for online banking for your account(s) and use the debit card management menu to set up the password.  If you have not completed this by 30 July 2021 you will not be able to use your debit card for online purchases.

No, the new regulation states that we must have two forms of authentication for online purchase transactions.  In order to comply with this from 30 July 2021, you will need to enter your debit card password together with your One Time Passcode (OTP). 

No, you can continue to use your existing debit card as normal until it is due for renewal when we will issue a replacement.

Yes, the new password security is only for online debit card transactions.

You can find more information on the following sites: https://www.fca.org.uk/consumers/strong-customer-authentication