Payment Services Directive 2 (PSD2)

I'm an Online Banking customer

Logging into your account

When you log in to your account we'll sometimes text a code to your mobile phone. This is called a one time passcode (OTP) and you'll need this to log into and use some of the services within Online Banking.

You can also continue to use your Card Reader if you don’t have a mobile phone.

If we can't confirm it's you logging into your account, you’ll experience a restricted service. This means, for example, you’ll only be able to view your balance, order/enable your card reader and make transfers between your own NatWest accounts.

Online Purchases

If you are buying something online we’ll sometimes send a one time passcode (OTP) to your mobile phone. You’ll need this to complete your purchase. 

Make sure your details are up to date

We’ll need your mobile phone number to send you an OTP, or to contact you if we detect any suspicious activity on your account, so it’s really important you make sure we hold the correct details for you. If you have an additional card holder, we’ll also need their number. If you’re in an area with poor phone coverage, or you don’t have a mobile phone, there will be other options available to receive an OTP.

Contactless Payments - We’ll ask for your PIN more often

We’ll also ask you to input your PIN more often when you present your card to pay using contactless.  This doesn’t mean there is anything wrong with your card or account – it’s just another way for us to check it’s really you making the purchase. Simply put your card into the reader and enter your PIN as normal.

Frequently asked questions