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Questions & Answers on One-Time Password (OTP)


1) What is an OTP?

ANS: OTP is a six digits "One-Time Password" which is randomly generated and sent to your registered mobile number and registered email address for validation of your transaction. This is to provide an enhanced level of security on card transactions. The OTP will be sent to your registered mobile number and registered email address within 2 minutes.


2) What is the registered mobile number and email address?

ANS: The registered mobile number is a local mobile number which is linked to your Centenary Bank Account. The last 3 digits of your phone number will be shown to you on the authentication page when the OTP is sent. If you have not registered your mobile number and/or your email address with Centenary Bank, please visit the nearest branch or contact us through Centenary Bank 24 Hour Call Centre on toll free 00800200555 or send mail to info@centenarybank.co.ug.


3) How do I change my mobile number and/or my email address?

ANS: Please visit the nearest Centenary Bank branch and talk the Branch Manager.


4) What is Verified By Visa/3D Secure Service?

ANS: It is an additional security layer adding one more step to your online purchasing process when paying using your CenteVisa Card for verifying your identity as the cardholder.


5) What is the benefit of Verified By Visa/3D Secure Service?

ANS: It protects you against unauthorized transactions when shopping online since the transaction will be authorized only when you key in your "One Time Password" (OTP).


6) Who is providing this service?

ANS: Verified by VISA: This is a service provided by VISA to protect you when performing online purchases using your Centenary Bank Visa Card (CenteVisa).


7) How do I identify a Verified By Visa/3D Secure merchant & "Verified by VISA" service?

ANS: You will be able to see the below logo on the merchant website:


8) How much does it cost to use the Verified By Visa/3D Secure Service?

ANS: The service is free for all Centenary Bank Visa Cardholders.


9) Do I need to apply for a new Centenary Bank Card to use this service?

ANS: No, Verified By Visa/3D Secure Service will protect your CenteVisa card you are currently using.


10) Do I need to register my card for this service?

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


11) When can I start using this service?

ANS: The service is available for your Cente Visa Card now and it will work with all Verified By Visa/3D Secure online merchants.


12) Are all shopping websites providing the Verified By Visa/3D Secure service?

No, but a large number of major shopping websites are providing this service and the number is increasing every day since it is a requirement by Visa.


13) How does Verified By Visa/3D Secure work?

  1. When you want to buy something online, usually, you will be asked to enter your basic CenteVisa card details (cardholder name, card number, card expiry date, CVV2 code, and email address) and submit these details.
  2. Thereafter a pop up window will appear requesting you to enter your "One Time Password" (OTP). The "One Time Password" (OTP) will be sent to your registered mobile number and email address prior to any online purchase.
  3. Once you submit the "One Time Password" (OTP), the transaction will be sent for authorization and the merchant website will display a response to you


14) What kind of information do I have to provide to the online merchant?

In addition to the required information listed above you will be asked to read and accept the terms & conditions for using this service. Once you accept the terms, you will be able to submit the purchase request. This is a mandatory step for every card when using it to perform a Verified By Visa/3D Secure transaction.


15) Is the Verified By Visa/3D Secure password the same as the one that I'm using with my CenteVisa Card on ATM and POS?

ANS: 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 CenteVisa Card when performing a point-of-sale (POS) based transaction or cash withdrawal from an ATM.


16) What is Resend OTP?

ANS: 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.


17) Can I shop with online merchants which are not Verified By Visa/3D Secure yet?

ANS: Yes, you can but while shopping from online merchants which are not Verified By Visa/3D Secure, we recommend you observe the following:

  1. Shop with retailers which are reputable and reliable.
  2. Keep a record of your online transactions e.g. bill receipt, order number, etc.…
  3. Read the merchant's terms carefully before submitting the purchase request.
  4. Read carefully the delivery arrangements, cost, tax, and other information related to the product you intend to buy.
  5. Make sure that the website is secured.
  6. Use the latest version of your internet browser and make sure that your computer's operating system is up to date
  7. Avoid clicking on promotional popups web adverts with seemingly lucrative prizes to win or freebies


For more information who should I contact?

If you need any help, please call Toll free 0800200555 or send mail to info@centenarybank.co.ug or Card_centre@centenarybank.co.ug.