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3D Secure Q&A

3D Secure Technology - General information

1. What is 3D Secure?

3D Secure is a technology solution used to secure online payments and reduce the fraudulent use of credit cards over the internet. It is used on e-commerce websites that display the ‘Verified by Visa’ and ‘Mastercard SecureCode’ logos.

2. Do all e-commerce websites use 3D Secure?  

No. Each online trader decides whether or not to use 3D Secure.

3. Why introduce a new 3D Secure system?

This initiative from the European Central Bank aims to reduce fraudulent credit card use on the web with an additional layer of security when buying online.

4. So what’s changed?

Until now, all you needed was a personal password. Now, however, a single-use code, valid for one transaction only, is required every time you buy something online. The extra check that this new 3D Secure system includes is designed to make sure that it is indeed the card holder ordering payment and not a fraudster.

5. How is the single-use code sent?

Either via the LuxTrust Token or by SMS — you decide for each transaction.
 

6. What kind of credit card can I use 3D Secure with?

You can register 3D Secure for all of your Visa or Mastercard credit cards.
 

7. Can I activate 3D Secure for a business/company credit card?

Yes, all Visa and Mastercard credit cards can be registered for 3D Secure.
 

8. Can I use 3D Secure with a debit card?

No. 3D Secure doesn’t work with debit cards, only with Visa and Mastercard credit cards, which are accepted on most e-commerce websites in the world.

Activation

1. How do I activate the new 3D Secure system?

Go to www.3DSecure.lu and follow the instructions. You will receive an activation code from you bank within a matter of days. Use the code to complete the activation process on www.3DSecure.lu
 

2. Do I have to activate new 3D Secure if I’ve already used it?

Yes, you need to activate the new version of 3D Secure for each credit card you wish to use on a 3D Secure website.
 

3. What do I do if I don’t receive the activation code by post?

If you requested 3D Secure activation for your credit card via www.3DSecure.lu, 

you should receive a letter containing the activation code. If you do not receive the letter within the expected interval, please contact the Raiffeisen helpdesk, open Monday to Friday from 8 a.m. to 5.30 p.m. on 2450-8090
 

Please note that the activation code remains valid for 30 days following your request.

If you request another activation code via www.3DSecure.lu within that period, a new activation code will be sent by post. The first code generated will therefore become invalid.
 

4. Have you received an activation code that is rejected by the system? Here’s what to do.

The activation code may be:

  • - incorrect - have you entered the right code? You can make three attempts before the code is blocked. Check the code you entered (correct letters and numbers, upper and lower case). Check that the activation code matches the card indicated on the screen.
  • - expired - the code’s validity period of 30 days may be over. For security reasons, the activation code has been deactivated and you will need to request a new one.
  • - blocked - in this case, please contact your bank.
     

5. What is the point of the personal message? What is special about it?

The personal message appears every time you make an online purchase to confirm that you are on a 3D Secure payment website.

To create your personal message (maximum length — 50 characters), you can use:

  • The letters a to z (upper and lower case)
  • Spaces
  • Hyphens
  • Apostrophes
     

6. Can I register 2 LuxTrust Tokens for the same credit cards?

No, you can only register one LuxTrust Token per card.
 

7. Can I register two mobile phone numbers?

No, you can only register one mobile phone number per card.
 

8. Can I register a non-Luxembourg telephone number?

Yes, you can register any international number.

Purchasing

1. You haven’t received your single-use code by SMS? Here’s what to do.

First check the quality of your mobile network coverage.

If you have not received your SMS within a few minutes, please start the purchase/payment transaction again.

Finally, check your mobile phone number in the your personal ‘My 3D Secure’ space on www.3DSecure.lu or via your internet banking system.

Changing your personal details

1. Have you changed phone number or LuxTrust Token?

Go to www.3DSecure.lu and your ‘My 3D Secure’ space. Add or change your phone number or your LuxTrust Token number.

Any other questions?

Contact the Raiffeisen helpdesk on 2450-8090. Available from Monday to Friday from 08:00 to 17:30.