‘Visa Secure’ is a special program designed to protect you from unauthorised use of your Visa debit card. It’s a simple, secure way to pay at thousands of participating online retailers. You just set up a private password, known only to you and Cynergy Bank. You can register your card for this protection by clicking on a link to ‘Visa Secure’ the next time you are shopping at a participating retailer. You will be asked to enter some simple information that you have on your card, and then you can create your own password. Once you have activated your card, you will automatically be prompted to provide your password as part of the checkout process each time you make a purchase at a participating retailer. Your password will have to be verified by Cynergy Bank for the checkout process to continue. So even if someone knows your debit card number, they can’t buy online without your password. This service is free and once you have registered, you can start making secure purchases using your Cynergy Bank Visa debit card.

If you’ve forgotten your Debit Card PIN number, contact our Customer Service team to request a reminder. Calls may be recorded for monitoring and training. Visit our Contact Us page for Customer Service opening hours.

Yes. At Cynergy Bank we use high levels of security. Once you have applied for Online Banking, you will receive a User ID and passcode to log-in with each time you access Online Banking. You will also be asked to download our new ‘Cynergy Bank Authenticator’ app to your smartphone or request for an upgraded Digipass® which will be used to verify it’s you when you login to Online Banking, make payments and certain other requests via Online Banking.

This app is used to scan special authentication images that we will display in Online Banking.  The images are unique to you and the transaction you have requested – they look like this:

Once you have scanned an image the app will display a unique authentication code that you will need to input into Online Banking to complete certain actions such as logging in.

A Digipass® is a small security device which is used by a few customers instead of the new ‘Cynergy authenticator app’ to log in to Online Banking and to authenticate some actions. It scans authentication images that are displayed in Online Banking and generates a unique authentication code that needs to be input in Online Banking when prompted. Find out more about how you are protected and the steps you should take to ensure your Online Banking is secure by following our guidance on the page.

If you think that any of your accounts with us have been accessed online by someone other than yourself - please contact us immediately on 0345 850 5555.

PSD2 stands for Payment Services Directive 2 and is an EU regulation which aims to protect customers by making payments safer and more secure.  For more information on PSD2, payment security and your benefits and rights as a consumer, you can view the .