3D Secure FAQs

Have a more enjoyable shopping experience with the added online fraud protection of 3D Secure. Now, whenever you shop at 3D Secure participating websites with these cards, you get a One-Time Password (OTP) via SMS to verify that the transaction is indeed authorized by you. No added password to remember, only extra online security with OTP.

  1. What is 3D Secure?

    3D Secure is an extra layer of online fraud protection with the addition of password authentication during an Internet purchase. When you use your EastWest Debit, Prepaid, Travel Money and Gift Cards to shop at 3D Secure participating websites, you need to enter a one-time password (OTP) to validate that it is you, and not an unauthorized user, making the transaction.

  2. What is the key benefit of 3D Secure?

    With 3D Secure, you enjoy added protection against unauthorized use of your EastWest Debit, Prepaid, Travel Money, and Gift Cards for online purchases.

  3. What is a one-time password (OTP) and how does it work?

    An OTP is a system-generated password sent via SMS to your registered mobile number. It is valid for one login session or transaction only and cannot be re-used.

    Here's how it works:

    1. Shop online at 3D Secure participating merchants
    2. Pay with your EastWest Debit, Prepaid, Travel Money, or Gift Card
    3. Enter the OTP you receive on your mobile phone to complete your purchase

  4. What if I don't receive the OTP?

    Normally, the OTP will be automatically sent to your registered mobile number after you have started your online transaction and entered your card details.

    If you don't receive your OTP, the mobile number you are currently using might not be updated in our system.

    Or, your OTP might simply be delayed due to circumstances beyond EastWest's control. Please note that as OTPs are sent via SMS, the Bank is dependent on mobile service providers. You can simply click on the "generate again" button for another OTP.

  5. How can I update my registered mobile number?

    To update your mobile number real-time for your urgent e-commerce transaction, please call our 24-hr Customer Service Hotline: (02) 888-1700.

    You can also update your mobile number through the Self-Service Facility of EastWest Online, if you are enrolled, and through our stores. Please note that you will be able to perform e-commerce transactions within 24 hours from the time you updated your mobile number through these channels.

  6. After receiving the OTP, how long is it valid for?

    The OTP you receive is valid for only four minutes. If you fail to enter it before it expires, you can request for another OTP by clicking the "generate again" button.

  7. Will I receive OTP when I'm abroad?

    Yes. However, operator international connectivity may affect your ability to receive OTP.

  8. What will happen if I enter the incorrect OTP?

    If you enter the incorrect OTP three times, you need to re-initiate the transaction.

  9. How can I identify a 3D Secure participating merchant?

    Look for the Verified by Visa logo on the online merchant's website.

  10. Can I shop from online merchants without the Verified by Visa logo?

    Yes. However, to enjoy the added fraud protection of 3D Secure, we advise you to shop from merchants with this logo.

  11. Do all online payment transactions require me to enter an OTP?

    No. Only 3D Secure participating websites require OTP.

  12. Will I be charged for 3D Secure?

    No. You enjoy 3D Secure protection for free.

  13. Do I need to register for 3D Secure?

    No need. 3D Secure is automatically enabled on all your EastWest Debit, Prepaid, Travel Money and Gift Cards. Please make sure that your mobile number is updated in our records.

  14. I just claimed my replacement debit card with EMV. Is it already 3D Secure enabled?

    Yes. Your replacement EMV card is already 3D Secure enabled.

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