One Time Passcodes (OTPs)

To increase your security online and help fight fraud, we use a One Time Passcode (OTP) to authorise particular transactions. Your OTP acts as a secure key to your account, helping to stop anyone but you authorising transactions or making changes to your account. 

We send an OTP to the mobile phone registered to your account. Each OTP will be unique to the transaction or as part of an online card purchase, so that we know it's you. 

Please always review the full OTP message, checking it accurately describes your transaction. Never share your OTP with another person, not even a Santander International employee. 

You're not charged for receiving an OTP.

It's fraud if anyone asks you to tell them your OTP

Never share your OTP with another person, not even a Santander International employee. 

If anyone asks, stop immediately and call us immediately.

When you'll need to use an OTP

Most transactions won't need you to enter an OTP.  We use this level of increased security for transactions such as paying somebody new, paying or transferring large amounts, ordering a new card, changing your address or when making online card purchases. 

OTPs usually reach your phone within seconds (a little longer if your network coverage is weak). You can still get OTPs abroad if your mobile allows global roaming. Please check with your network provider to confirm availability and charges. 

Please always review the full OTP message, checking it accurately describes your transaction. Never share your OTP with another person, not even a Santander International employee. 

If you enter the wrong OTP three times, you'll need to start your transaction again.

What to do if you receive an unexpected OTP

If you receive an OTP when you're not making a transaction, it's likely to be fraud. Don't share it with anyone on the phone, in person or online and call us.

If someone phones and tells you to expect an OTP and to read it to them, it will be a case of fraud. Never share your OTP with another person, not even a Santander International employee.

Here are some examples criminals may use to try and persuade you to give them your OTP: 

  • they need to refund your account 
  • they need to secure your account
  • they need to stop a payment. 

Please visit our Top security security tips page for more details on identifying scams.

What happens if you change your mobile number?

Please contact us if you change your mobile number so that we can update our records.