OverviewRegistrationDemoFAQsContact UsParticipating Merchants (opens in new window)
NatWest Logo (opens in a new window)
 

Verified by Visa Logo MasterCard SecureCode Logo

 

NatWest Secure Frequently Asked Questions

Get further details about NatWest Secure. Use the links below to jump to specific topic areas, or scroll down the page to review the full list of questions and answers.

Click Here For Your Credit Card e.g. MasterCard or Visa


Click Here For Your Debit Card e.g. Servicecard Card




Credit Card e.g. MasterCard or Visa

General questions

What is NatWest Secure?

NatWest Secure is an innovative service provided by NatWest and certified by both Visa International and MasterCard® International, offering secure Internet shopping, using your preferred form of Internet payment - the credit card.

Back to top

How does NatWest Secure work?

When you purchase online at participating web-sites, NatWest Secure issues a receipt at the end of the checkout process. The receipt includes details of your current purchase, such as site name, purchase amount and date. You sign the receipt using your personal password and click "Submit" to proceed with the purchase. Without your password, the purchase cannot take place.

Back to top

How does NatWest Secure protect me?

Since your card is protected by your personal password, only you can use your card online at participating web-sites.

Back to top

Will I need to apply for a new card to use NatWest Secure?

No. You will be able to use any of your existing NatWest credit cards.

Back to top

When will my account be debited for NatWest Secure purchases?

Your account will be debited on the same date it is debited currently.

Back to top

Where can I buy with NatWest Secure?

Many merchants are already a part of NatWest Secure, and more merchants are signing up! Click here.

Back to top

Do I have to pay for NatWest Secure?

No. NatWest Secure is a completely free service.

Back to top

What browsers and operating systems does the service support?

The service supports browsers Windows Microsoft® Internet Explorer 5.5, 6.0 (including 6.0 on XP SP2), 7.0 and 8.0, Windows Netscape® 7.2, Windows AOL ® 9, Windows Firefox® 1.0, 2.0 and 3.0, Opera® 9.5 and Macintosh Safari®. The service supports operating systems Microsoft Windows 95, Windows 98, Windows 2000, Windows ME, Windows NT and Windows XP.

Back to top

What happens when my NatWest credit card expires?

When you are re-issued a new credit card, the NatWest Secure service is automatically updated with the new card information. You do not need to re-register in order to continue using the NatWest Secure service.

Back to top

What happens if I cancel my NatWest credit card and then get a new one with a different account number?

You will need to register the new card for the NatWest Secure service.

Back to top

What happens if my credit card is lost or stolen?

Follow the existing process for reporting your credit card lost or stolen but do not deactivate the card from NatWest Secure. Your replacement card will need to be registered with NatWest Secure.

Back to top

Registration

What cards can I register with NatWest Secure?

You can register any of your existing NatWest credit cards.

Back to top

How many cards can I register with NatWest Secure?

There is no limit to the number of cards you register - you are welcome to register all of them. You can register any or all of your Royal Bank of Scotland, MINT or NatWest credit cards in a single registration process.

Back to top

Can two people with cards on a single account use the same password or should they register for NatWest Secure separately?

Both the primary cardholder and the additional cardholder can register in any order so long as the additional cardholder chooses a password that is different to that of the primary cardholder.

Back to top

Why do I have to supply personal information during registration?

The personal information you are supplying is used as a security measure to make sure you are the real cardholder. The information you supply is verified against the data stored in our database.

Back to top

Why am I required to supply my email during registration?

Your email will only be used for important notifications from NatWest, and in full accordance with the privacy policy and the terms of use.

Back to top

Can I use the same password for all of my NatWest credit cards?

Yes. When you register to NatWest Secure you will select a login and a password. These will be valid for any of the cards you have registered. You must select a password between 8-15 characters, which includes at least one number and one letter. You may not use passwords that you have used in the past. We recommend that you select a password that will be easy for you to remember and difficult for others to guess.

Back to top

What is a Personal Message?

The Personal Message is a sentence (6-45 letters long) that you select during registration. This text should be personal, however not secret e.g. "My dog's name is Spot". Each time a NatWest Secure receipt is presented to you by NatWest you should look for the Personal Message - it proves it is a genuine NatWest receipt. Please note - you cannot select a Personal Message that will be identical to the password. Your password must be kept secret, while the personal message is openly displayed on the receipt.

Back to top

What is the Signature Panel Code?

The Signature Panel Code is the last three numbers that appear on the back of your card, on the signature panel. It is used as an extra security measure to make sure you are in the possession of the card you are registering.

Back to top

What do I do if I have problems during the registration process?

NatWest customer service is available at 0870 010 4542or 0870 154 1192 for textphone users. Calls to National Westminster customer services may be recorded.

Back to top

Activation During Shopping

What is the NatWest Secure service?

NatWest Secure is a service offered by NatWest in partnership with both Visa International and MasterCard® International. NatWest Secure provides a way to password-protect credit card usage on the Internet. Simply register your credit card and choose a password. Your password is required when you use your card to make Internet purchases at participating merchants. The requirement of your password prevents unauthorised usage of your card on the Internet, giving you more confidence about making secure purchases online.

Back to top

What is 'Activation During Shopping'?

As a NatWest cardholder, we offer you the ability to activate NatWest Secure when you shop at participating merchants. The activation process is simple and quick - all you have to do is enter a few identifying pieces of information, and select the personal password you will be using in your future purchases. Please make sure you read and agree to the terms of use,as activating the service indicates you have done so. Note that you may not be offered to activate the service online if you had already registered your card to the service in the past.

Back to top

I activated NatWest Secure, and now I received an email message saying I should personalise my account online. What does that mean?

When you activate NatWest Secure during shopping, you receive a pre-assigned login name and Personal Message. When you personalise your account you can select a different login name and personal message.

Back to top

What is the Login Name?

When you activate NatWest Secure during shopping, a pre-assigned login name that NatWest had selected for you is displayed. The login name is based on your first and last name. You will need this login name in your future purchases, and also in order to access your personal account manager. After activating NatWest Secure you receive an email message with a link. You can use this link to go online and change your login name.

Back to top

What is a Personal Message?

When you activate NatWest Secure during shopping, a pre-assigned Personal Message that NatWest Secure had selected for you is displayed. When you pay online, always look for your Personal Message before you enter your password to ensure that you're using the authentic NatWest Secure service. After activating NatWest Secure you receive an email message with a link. We recommend that you click on this link and create a new, truly Personal Message. Please note that your personal message must not be similar to your password.

Back to top

I activated NatWest Secure. Can I activate it for additional cards?

After you activate NatWest Secure for one card, you are welcome to add to the service any of your NatWest credit cards. This includes any or all of your Royal Bank of Scotland, MINT or NatWest credit cards. To activate additional accounts, click here.

Back to top

I activated a NatWest card that has an additional cardholder. Does that person have to register their Card separately or can we share a password?

You should not share your password with anyone. The additional cardholder should establish his or her own password. This increases the security of your NatWest Secure online purchases. The additional cardholder may activate the service by clicking here.

Back to top

Shopping with NatWest Secure

How do I buy with NatWest Secure?

When you purchase online, NatWest Secure issues a receipt at the end of the checkout process. The receipt includes details of your current purchase, such as site name, purchase amount and date. You sign the receipt and click "Submit" to proceed with the purchase. When you shop online with your NatWest credit card, the NatWest Secure service will automatically be active at a participating NatWest Secure merchant.

Back to top

Where can I buy with NatWest Secure?

Many merchants are already a part of NatWest Secure, and more merchants are signing up! Click here to see a list of participating online merchant sites.

Back to top

How soon after completing my online registration can I begin to use the NatWest Secure service to make online purchases?

You can start to use the NatWest Secure service immediately after you complete the registration process.

Back to top

What should I do if I purchase online but the NatWest Secure receipt does not appear?

First, check to make sure that the card you used for the purchase is one that you have registered with the NatWest Secure service. Second, determine whether the merchant is a participating NatWest Secure merchant. If the merchant is participating and you are using the right card, contact the merchant's customer service centre for help.

Back to top

Can I purchase at merchants that do not participate in the NatWest Secure service?

Yes. However you will not be able to use NatWest Secure. To complete the purchase at such merchants, simply follow the regular checkout process.

Back to top

Where can I view the history of my NatWest Secure purchases?

You can view your receipt history by logging in to the Personal Account Manager.

Back to top

I forgot my password. What should I do?

If you forgot your password, select the Forgotten your password, click here link that appears on the receipt. In the following page, type your login name , then enter the personal information you supplied during your registration for the NatWest Secure service to prove that you are the genuine cardholder. You will then be able to select a new password.

Back to top

I don't see my Personal Message on the receipt. What should I do?

Always look for your Personal Message before signing the receipt. If your Personal Message does not appear on the receipt, please do not sign it and contact our customer service personnel on 0870 010 4542or 0870 154 1192 for textphone users. Calls to National Westminster customer services may be recorded.

Back to top

The Personal Message on the receipt is not mine. What should I do?

Always look for your Personal Message before signing the receipt. If a Personal Message other than yours appears on the receipt, please do not sign it and contact our customer service personnel on 0870 010 4542or 0870 154 1192 for textphone users. Calls to National Westminster customer services may be recorded.

Back to top

Will using NatWest Secure guarantee payment of any online purchase?

No. NatWest Secure only authenticates the cardholder and the authorisation of each transaction will be subject to sufficient funds being available or any other fraud prevention checks being completed satisfactorily.

Back to top

The Personal Account Manager

What is the Personal Account Manager?

The Personal Account Manager is a special service offered by NatWest, which helps you trace the receipts of your NatWest Secure purchases. In addition, it enables you to change your account settings: change your e-mail address, password, and Personal Message.

Back to top

Do I need to write down the details of my online purchases?

No. You do not need to write down details of your online purchases. When using NatWest Secure you do not need to record or even type the purchase details anywhere. Reviewing your previous receipts online is a convenient option through the Personal Account Manager feature.

Back to top

How do I access the Personal Account Manager?

You can access the Personal Account Manager through NatWest web-site at http://www.natwest.com/natwestsecure/credit. We also recommend that you add it to your favourites or bookmarks.

Back to top

I am trying to login to the Personal Account Manager but I forgot my password. What should I do?

If you forgot your password, select the Forgotten your password, click here link that appears on the Personal Account Manager login. In the following page, type your login name then enter the personal information you supplied during your registration for the NatWest Secure service to prove that you are the genuine cardholder. You will then be able to select a new password.

Back to top

How do I change my password?

In the Personal Account Manager, access "Manage Your Profile", and select "Change your password". You will be required to enter the old password, select a new password and retype it for verification. You must select a password between 8-15 characters, which includes at least one number and one letter. You may not use passwords that you have used in the past. We recommend that you select a password that will be easy for you to remember and difficult for others to guess.

Back to top

How do I change my Personal Message?

In the Personal Account Manager, access "Manage Your Profile", and select "Change your Personal Message". Your old Personal Message will be presented, and you will be able to select a new Personal Message (6-45 characters long). Please note that your Personal Message must not resemble your password.

Back to top

How do I update the email address?

Your email address is used for important notifications from NatWest. It is therefore important that you keep the email address in the NatWest Secure service updated. In the Personal Account Manager, access "Manage Your Profile", and select "Update your email". Your old email will be presented, and you will be able to enter a new one.



Back to top

How can I deactivate NatWest Secure?

To deactivate NatWest Secure, please call NatWest customer services on 0870 010 4542or 0870 154 1192 for textphone users. Calls to National Westminster customer services may be recorded. Please note - deactivation means that your account is no longer protected by the NatWest Secure password, and it affects the primary and additional cardholder.

Back to top

How can I reactivate NatWest Secure?

When you call NatWest customer service centre to have your card deactivated, it will automatically reactivate after 15 minutes. If you are still experiencing problems, you can call NatWest customer services on 0870 010 4542or 0870 154 1192 for textphone users. Calls to National Westminster customer services may be recorded. Please note - reactivation means that your account is protected by the NatWest Secure password, and it affects the primary and additional cardholder.

Back to top

Debit Card e.g. Servicecard Card

General questions (Debit)

What is NatWest Secure?

NatWest Secure is a free service provided by The NatWest and certified by MasterCard® International, offering you the option to secure your card details whilst shopping on the Internet.

Back to top

How does NatWest Secure work?

When you purchase online at participating web-sites, NatWest Secure issues a receipt at the end of the checkout process. You sign the receipt using your personal password and click "Submit" to proceed with the purchase. Without your password, the purchase cannot take place. The receipt includes details of your current purchase, such as site name, purchase amount and date.

Back to top

How does NatWest Secure protect me?

Since your card is protected by your personal password, only you can use your card online at participating web-sites.

Back to top

Will I need to apply for a new debit card to use NatWest Secure?

No. You will be able to use your existing NatWest debit card.

Back to top

Where can I buy with NatWest Secure?

Many merchants are already part of NatWest Secure, and more merchants are signing up! You will know which merchants are part of NatWest Secure as a window will pop-up and ask you for your password when you are about to complete your transaction.

Back to top

Do I need special software to be able to register with NatWest Secure?

As long as you have the following browsers and operating systems you should be able to register with NatWest Secure - Windows Microsoft® Internet Explorer 5.5, 6.0 (including 6.0 on XP SP2), 7.0 and 8.0, Windows Netscape® 7.2, Windows AOL ® 9, Windows Firefox® 1.0, 2.0 and 3.0, Opera® 9.5 and Macintosh Safari®. The service supports operating systems Microsoft Windows 95, Windows 98, Windows 2000, Windows ME, Windows NT and Windows XP.

Back to top

What happens when my NatWest debit card expires?

Your replacement card will be updated automatically. When you are re-issued with a new debit card, NatWest Secure will automatically update your new card information for you, which means you do not need to re-register to continue using the NatWest Secure service.

Back to top

What happens if I cancel my NatWest debit card and then get a new one with a different account number?

You will need to register the new card for the NatWest Secure service.

Back to top

What happens if my debit card is lost or stolen?

If your card is lost or stolen follow the existing process by reporting your card as you would normally but do not deactivate the card from NatWest Secure. You will need to register your new replacement card with NatWest Secure.

Back to top

Registration (Debit)

What cards can I register with NatWest Secure?

You can register any of your own existing NatWest debit and credit cards.

Back to top

How many cards can I register with NatWest Secure?

There is no limit to the number of cards you register - you are welcome to register all of them. You can register any or all of your own Royal Bank of Scotland, MINT or NatWest debit and credit cards in a single registration process.

Back to top

Why do I have to supply personal information during registration?

The personal information you are supplying is used as a security measure to make sure you are the genuine cardholder. The information you supply is verified against the data stored in our database.

Back to top

Why am I required to supply my email during registration?

Your email will only be used for important notifications from The NatWest, and in full accordance with the privacy policy and the terms of use, your details will not be passed on to any 3rd party companies for marketing purposes.

Back to top

Can I use the same password for all of my NatWest cards?

Yes. When you register to NatWest Secure you will select a login name and a password. These will be valid for any of the cards you have registered. You must select a password between 8-15 characters, which includes at least one number and one letter. You may not use passwords that you have used in the past. We recommend that you select a password that will be easy for you to remember and difficult for others to guess.

Back to top

What is a Personal Message?

The Personal Message is a sentence (6-45 letters long) that you select during registration. This text should be personal, but not confidential e.g. "My dog's name is Spot". Each time a NatWest Secure receipt is presented to you by The NatWest you should look for the Personal Message - it proves it is a genuine NatWest receipt. Please note - you cannot select a Personal Message that will be identical to the password. Your password must be kept confidential, while the personal message is openly displayed on the receipt.

Back to top

What is the Signature Panel Code?

The Signature Panel Code is the last three numbers that appear on the back of your card, on the signature panel. It is used as an extra security measure to make sure you are in possession of the card you are registering.

Back to top

What do I do if I have problems during the registration process?

The NatWest customer service helpdesk is available on 0870 010 4542or 0870 154 1192 for textphone users. Calls to National Westminster customer services may be recorded.

Back to top

Activation During Shopping (Debit)

What is 'Activation During Shopping'?

As a NatWest cardholder, we offer you the ability to activate NatWest Secure when you shop at participating merchants. The activation process is simple and quick - all you have to do is enter a few identifying pieces of information, and select the personal password you will be using in your future purchases. By activating the service you will be agreeing to our terms of use, so please ensure you read these carefully. Note that you may not be offered to activate the service online if you had already registered your card to the service in the past.

Back to top

I activated NatWest Secure, and now I received an email message saying I should personalise my account online. What does that mean?

When you activate NatWest Secure during shopping, you receive a pre-assigned login name and Personal Message. When you personalise your account you can select a different login name and personal message.

Back to top

What is the Login Name?

When you activate NatWest Secure during shopping, a pre-assigned login name that NatWest had selected for you is displayed. The login name is based on your first and last name. You will need this login name in your future purchases, and also in order to access your personal account manager. After activating NatWest Secure you receive an email message with a link. You can use this link to go online and change your login name.

Back to top

What is a Personal Message?

When you activate NatWest Secure during shopping, a pre-assigned Personal Message that NatWest Secure had selected for you is displayed. When you pay online, always look for your Personal Message before you enter your password to ensure that you're using the authentic NatWest Secure service. After activating NatWest Secure you receive an email message with a link. We recommend that you click on this link and create a new, truly Personal Message. Please note that your personal message must not be similar to your password.

Back to top

I activated NatWest Secure. Can I activate it for additional cards?

After you activate NatWest Secure for one card, you are welcome to add to the service any of your own NatWest debit cards. This includes any or all of your NatWest, Royal Bank of Scotland or MINT debit and credit cards.

Back to top

Shopping with NatWest Secure (Debit)

How do I buy with NatWest Secure?

When you purchase online, NatWest Secure issues a receipt at the end of the checkout process. The receipt includes details of your current purchase, such as site name, purchase amount and date. You sign the receipt and click "Submit" to proceed with the purchase. When you shop online with your NatWest debit card, the NatWest Secure service will automatically be active at a participating NatWest Secure merchant.

Back to top

Where can I buy with NatWest Secure?

Many merchants are already a part of NatWest Secure, and more merchants are signing up! Click here to see a list of participating online merchant sites.

Back to top

How soon after completing my online registration can I begin to use the NatWest Secure service to make online purchases?

You can start to use the NatWest Secure service immediately after you complete the registration process.

Back to top

What should I do if I purchase online but the NatWest Secure receipt does not appear?

First, check to make sure that the card you used for the purchase is one that you have registered with the NatWest Secure service. Second, determine whether the merchant is a participating NatWest Secure merchant. If the merchant is participating and you are using the right card, contact the merchant's customer service centre for help.

Back to top

Can I purchase at merchants that do not participate in the NatWest Secure service?

Yes, you can still purchase goods and services as you normally would but they will not be supported by the NatWest Secure service.

Back to top

Where can I view the history of my NatWest Secure purchases?

You can view your receipt history by logging on to the Personal Account Manager at http://www.natwest.com/natwestsecure/debit.

Back to top

What happens if I forget my password?

If you forget your password, select the 'Forgotten your password, click here' link that appears on the receipt. On the page following, type in your login name, then enter the personal information you supplied during your registration for the NatWest Secure service to prove that you are the genuine cardholder. You will then be able to select a new password.

Back to top

I don't see my Personal Message on the receipt. What should I do?

Always look for your Personal Message before signing the receipt. If your Personal Message does not appear on the receipt, please do not sign it and contact our customer service helpdesk on 0870 010 4542or 0870 154 1192 for textphone users. Calls to National Westminster customer services may be recorded.

Back to top

The Personal Message on the receipt is not mine. What should I do?

Always look for your Personal Message before signing the receipt. If a Personal Message other than yours appears on the receipt, please do not sign it and contact our customer service helpdesk on 0870 010 4542or 0870 154 1192 for textphone users. Calls to National Westminster customer services may be recorded.

Back to top

Will using NatWest Secure guarantee payment of any online purchase?

No. NatWest Secure only authenticates the cardholder registered to the specific card being used and the authorisation of each transaction will be subject to sufficient funds being available or any other fraud prevention checks being completed satisfactorily.

Back to top

The Personal Account Manager (Debit)

What is the Personal Account Manager?

The Personal Account Manager is a special service offered by The NatWest, which helps you trace the receipts of your NatWest Secure purchases. In addition, it enables you to change your account settings: change your e-mail address, password, and Personal Message.

Back to top

Do I need to write down the details of my online purchases?

No. You do not need to write down details of your online purchases. When using NatWest Secure you do not need to record or even type the purchase details anywhere. Reviewing your previous receipts online is a convenient option through the Personal Account Manager feature.

Back to top

How do I access the Personal Account Manager?

You can access the Personal Account Manager through The NatWest web-site at http://www.natwest.com/natwestsecure/debit. We also recommend that you add it to your favourites or bookmarks.

Back to top

I am trying to login to the Personal Account Manager but I forgot my password. What should I do?

If you forget your password, select the 'Forgotten your password, click here' link that appears on the Personal Account Manager login. On the page following , type your login name then enter the personal information you supplied during your registration for the NatWest Secure service to prove that you are the genuine cardholder. You will then be able to select a new password.

Back to top

How do I change my password?

In the Personal Account Manager, access "Manage Your Profile", and select "Change your password". You will be required to enter the old password, select a new password and retype it for verification. You must select a password between 8-15 characters, which includes at least one number and one letter. You may not use passwords that you have used in the past. We recommend that you select a password that will be easy for you to remember and difficult for others to guess.

Back to top

How do I change my Personal Message?

In the Personal Account Manager, access "Manage Your Profile", and select "Change your Personal Message". Your old Personal Message will be presented, and you will be able to select a new Personal Message (6-45 characters long). Please note that your Personal Message must not be the same as your password.

Back to top

How do I update the email address?

Your email address is used for important notifications from The NatWest. It is therefore important that you keep the email address in the NatWest Secure service updated. In the Personal Account Manager, access "Manage Your Profile", and select "Update your email". Your old email will be presented, and you will be able to enter a new one.

Back to top

How can I deactivate NatWest Secure?

To deactivate NatWest Secure, please call NatWest customer services on 0870 010 4542or 0870 154 1192 for textphone users. Calls to National Westminster customer services may be recorded. Please note - deactivation means that your account is no longer protected by the NatWest Secure password.

Back to top

How can I reactivate NatWest Secure?

When you call NatWest customer service centre to have your card deactivated, it will automatically reactivate after 15 minutes. If you are still experiencing problems, you can call NatWest customer services on 0870 010 4542or 0870 154 1192 for textphone users. Calls to National Westminster customer services may be recorded. Please note - reactivation means that your account is protected by the NatWest Secure password.

Back to top

 
     The following links open in a new window
Privacy Policy|Terms of Use|NatWest Home