What is Strong Customer Authentication (SCA)?

Strong Customer Authentication (SCA) is a new set of rules that will change how you confirm your identity when making purchases online. Banks and retailers are introducing changes to make your authentication options smarter, and paying online even safer. The changes will help protect you from fraud, as sometimes you’ll be asked to prove it really is you when making some online purchases.

How it works?
You may have noticed that sometimes you’re being asked to authorise payments in the Triodos Mobile Banking App or Internet Banking. This is called two-factor authentication.

To authorise a payment:
• Log into the Triodos Mobile App or Internet Banking as usual.
• Details of the payment will be shown and you will be asked to verify the payment.
• A fraud warning will be displayed, to allow you to double check the payment is genuine.
• If you’re using Internet Banking, you will also need your digipass to authorise the payment.
• You will be informed of the outcome – e.g. Payment Successful.

If you would prefer to cancel the online payment, this must be done instead of authenticating it. If you think it’s a fraudulent payment you should cancel it and contact us immediately on 0330 355 0355 (or if abroad on +44 (0)1179 739339).

All banks and retailers are getting ready to ensure customers who make online payments benefit from this increased level of protection and as a result, you will see an increase in the number of times you are asked to verify your payment. Not all retailers are ready for the changes so you may find an increased number of your online transactions are declined.

If your transaction is declined, in the first instance please contact the retailer. Unfortunately, for instances where the retailer hasn’t updated their systems, we cannot overturn declined transactions and you may want to try using an alternative payment method. Further information can be found on the UK Finance website

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