What should I do if my card is lost or stolen?

As soon as you realise that your card is missing, call us on 0333 414 1077*. Lines are open 24 hours a day, every day.

*Calls may be recorded and monitored for training and security purposes and to help us manage your account. Calls to 0333 numbers will be charged at a standard national rate. Call costs from mobile companies and operators may vary so please check before calling.

 

I’ve received an email from opus asking for my personal details. Is this secure?

We’ll never ask you to supply your personal details in an email.

If you do get a request like this, or you’re worried about the content of emails you get from opus, call us on 0333 414 1077*.

*Calls may be recorded and monitored for training and security purposes and to help us manage your account. Calls to 0333 numbers will be charged at a standard national rate. Call costs from mobile companies and operators may vary so please check before calling.

 

How can you guarantee that my credit card details are secure?

At opus, we use the latest technology to keep your details secure. And our hard-working team is on the case 24/7 to monitor account activity and intercept suspicious transactions.

If you’re unsure whether a transaction on your statement is genuine, call us on 0333 414 1077* and we’ll look into it for you.

You can also do your bit to keep your identity safe from theft:

*Calls may be recorded and monitored for training and security purposes and to help us manage your account. Calls to 0333 numbers will be charged at a standard national rate. Call costs from mobile companies and operators may vary so please check before calling.

 

Keep your account more secure by ensuring we have your current contact details. What should I do?

We need you to ensure your mobile number and email address are correct so that you are able to receive one-time passcodes (OTP). To check and update your details, go to your  Online Account Manager  and select Messages & Settings, Account Settings and Personal Details. Alternatively, login via your  iOS  or  Android   mobile app and select More, Account Settings and Personal Details. This also applies to any additional cardholders you may have on your account which can be updated in their section.

 

What is a one-time passcode (OTP)?

An OTP is a unique code which will be sent to the mobile number and/or email address registered to your account to authorise certain actions, such as online card purchases and access to your account online. The OTP acts like a key, helping prevent anyone but you from authorising these actions.

Always review the full OTP message you receive, checking it accurately describes the action you have requested. Never share your OTP with another person, not even an opus employee. You will not normally be charged for receiving an OTP.

 

What is PSD2 and how will it impact me?

PSD2 stands for the second Payment Services Directive. It aims to reduce fraud by requiring credit card issuers, including opus, to introduce increased security measures (e.g. one-time passcodes (one-time passcodes (OTPs)) for certain actions including online card purchases.

 

I'm worried that someone else has used my card. What should I do?

If you’re unsure whether a transaction on your statement is genuine, or you think someone might be using your card without your permission, call us on 0333 414 1077*.

*Calls may be recorded and monitored for training and security purposes and to help us manage your account. Calls to 0333 numbers will be charged at a standard national rate. Call costs from mobile companies and operators may vary so please check before calling.

 

How can I protect myself from credit card fraud?

Anyone can become a victim of fraud. But by keeping your details safe and your credit card and PIN secure you can help make it less likely to happen. It’s a good idea to check your credit file every now and again – visit Money Advice Service and find out how you can do this. And you should make sure you never give your details to anyone you don’t trust. Visit Action Fraud for more about protecting yourself from fraud.

 

What will you do if you think my card is at risk of fraud?

We use the latest technology to monitor transactions and prevent fraud, 24 hours a day, 7 days a week. And we work with a number of police and security teams to keep you and your details safe – so you can be sure we’re looking out for you.

If we suspect that your account is at risk of fraud, we’ll call you straight away. We’ll never ask for your PIN number or full card number if we phone you. But we may ask you a few security questions so we can be sure we’re talking to the right person.

If you think someone might be using your card without your permission, call us on 0333 414 1077*.

*Calls may be recorded and monitored for training and security purposes and to help us manage your account. Calls to 0333 numbers will be charged at a standard national rate. Call costs from mobile companies and operators may vary so please check before calling. 

 

What does it mean if my transaction is declined?

Our sophisticated fraud tools monitor all transactions and look for unusual behaviour. If we think your card is at risk of fraud, we’ll block any transactions you try to make. Mistakes can happen, so call us on 0333 414 1077* if we’ve got it wrong and we’ll put everything right again.

*Calls may be recorded and monitored for training and security purposes and to help us manage your account. Calls to 0333 numbers will be charged at a standard national rate. Call costs from mobile companies and operators may vary so please check before calling.

 

You’ve sent me a new card for security reasons. What do I do about regular and/or repeat subscriptions?

If we’ve sent you a new credit card, the card number, expiry date and three-digit security number on the back of it (the ‘CVV number’) will have changed.

This means that you’ll need to update your card details on any regular payments you’ve got set up. You’ll also need to update them anywhere else you use them, like on your broadband or pay TV account.