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Fraud & Disputes
Aqua Mastercard secure
Aqua Secure requires the use of the following - Windows Microsoft® Internet Explorer 5.5 and above, Windows Netscape Navigator® 7.1 and above, Windows AOL® 9, Windows Firefox® 1.0, 2.0 and 3.0, Opera® 9.5 and Macintosh Safari.
Yes, it's accessible from any computer with an internet connection. Just make sure you are using one of the following browsers:
Windows Microsoft® Internet Explorer 5.5 or above
Windows Netscape Navigator® 7.1 or above
Windows AOL® 9
Windows Firefox® 1.0, 2.0 and 3.0
Opera® 9.5
Macintosh Safari®
Windows Microsoft® Internet Explorer 5.5 or above
Windows Netscape Navigator® 7.1 or above
Windows AOL® 9
Windows Firefox® 1.0, 2.0 and 3.0
Opera® 9.5
Macintosh Safari®
Aqua Secure helps to ensure your transaction is more secure. We use a security system that runs behind the scenes while you shop online, helping to prevent unauthorised use of your credit card.
When you make a purchase online, Aqua Secure issues a receipt to the retailer at the end of the checkout process. The receipt includes details of your current purchase, such as the retailer's site name, purchase amount, and the date of the purchase. You will get a page with a \"Processing…\" message after you have entered your payment details. For added security, you may be required to give further information to verify your card.
The numbers are always growing. There are already many online retailers who participate in the Aqua Secure service. We look forward to adding even more.
Aqua Secure is a free service available to all Aqua customers.
For more help and information, call the Aqua helpdesk who will be pleased to assist you. The number is on the back of your card.
Some software may not allow pop-ups. If you have this software installed, you must disable it or change the settings to allow pop-ups for Aqua Secure to operate correctly.
Aqua Secure is a service offered by Aqua in partnership with Mastercard International. This service offers more secure Internet shopping. The service will assess each transaction and your card details are either automatically verified or, where a transaction is deemed to be high risk, you will be required to provide information for further verification. The Aqua Secure service only applies to online purchases at participating retailers. Please note, you will sometimes see the Aqua Secure service being called Mastercard SecureCode either online or in other communications. These names all apply to the same service which protects your cards online.
It may be that the retailer does not use Aqua Secure yet, but you will still be able to purchase at these retailer's site. Simply follow the retailer's normal checkout process.
To view the conditions for using the Aqua Secure service, please go to terms and conditions or the Terms page in your Online Account Manager.
As a Aqua customer, you are able to use the Aqua Secure service.
There's no need to apply for Aqua Secure. It's a free service designed to protect all our customers when shopping online with their Aqua credit card.
To view the conditions for using the Aqua Secure service, please go to terms and conditions or the Terms page in your Online Account Manager.
Account security & settings
We need you to make sure that we have the correct mobile number and landline for you so that you can receive one-time passcodes (OTP). To check and update your details, login to your Aqua Mastercard app or Online Account Manager and go to Personal Details. This also applies to any additional card holders you may have on your account which can be updated in their section.
If you don't have a mobile phone, we will send OTPs to your landline.
A one-time passcode (OTP) is a unique code that will be sent to the mobile or home phone number registered to your account to authorise certain actions, such as logging into your Online Account Manager or mobile app. The OTP acts like a key, helping to prevent anyone else from authorising these actions.You should always review the full OTP message you receive, checking it accurately describes the action you have requested. Never share your OTP with another person. You will not normally be charged for receiving an OTP.
Managing your account
We'll never ask you to give us your details in an email. If you receive a request like this or are worried about the content of emails you receive from us, please let us know straight away by sending us a direct message through the mobile app or by calling us.
Protecting yourself from fraud
To avoid your account falling into the wrong hands, you should ensure we hold the correct email and mobile number so we can always verify you.Please never share your username and passcode you use to access you online account with anyone.
If you suspect that someone has accessed your account, you should tell us as soon as you can. You can temporarily freeze your card through your mobile app if we are closed. For more handy tips please visit our fraud prevention help page.
Protect your details
Criminals are using clever ways to steal your money and personal information. They might contact you by phone, email or online. They may pretend to be someone you trust – even the police or your bank.
We’ll never send the police, a courier or a taxi to collect your card and PIN.
Stop and think before you share anything. It could save you and your money.
If you suspect that someone has accessed your account, you should tell us as soon as you can. You can temporarily freeze your card through your mobile app if we are closed. For more handy tips please visit our fraud prevention help page.
Protect your details
Criminals are using clever ways to steal your money and personal information. They might contact you by phone, email or online. They may pretend to be someone you trust – even the police or your bank.
We’ll never send the police, a courier or a taxi to collect your card and PIN.
Stop and think before you share anything. It could save you and your money.
- Never share your one-time passcodes (OTPs) with anyone who calls you, even if they sound legitimate
- Never give your card or PIN to anyone, even a family member or friend
- Never share your personal details with a caller, especially if you weren’t expecting the call
- Never share your screen on WhatsApp with someone you don’t know
- Never download apps just because a caller asks you to
While we have dedicated teams to monitor account activity and intercept any suspicious transactions, if you are suspicious about transaction(s) that appear on your statement please contact us. For more handy tips please visit our Fraud Prevention help page or contact us.
We'll never ask you to give us your details in an email or message. For helpful advice please visit our fraud prevention help page.
We may suspend your use of your card or account at any time to protect you from fraud, for example where we reasonably consider there are issues relating to the security of your card or account, such as suspected unauthorised or fraudulent use.
The Fraud Prevention Team will contact you if we believe there is suspicious activity on your card or account, we may generate an SMS or phone call to your number where we will ask you to confirm if your transactions are genuine or fraud. We will never ask you to provide personal information in any text messages, emails or calls. However, from time to time our Fraud Prevention Team may call you to check and discuss activity on your account and we will only ask for limited information to verify your identity. For helpful advice please visit our fraud prevention help page.
The quickest and easiest way for you to get this resolved is to log into your Online Account Manager and let us know what has happened.
Once you have logged into your Online Account Manager, go to ‘Transactions & Statements’ and select and expand the transaction that is the problem. Once you have expanded the transaction you will see the option ‘Dispute Transaction’. Once you have selected this just follow the instructions to submit your request.
We will ask you to provide some details about the issue and may ask you to provide some evidence to back this up. We will send this information to Mastercard who will review the issue.
You will only need to contact us if you have an issue with a transaction, for example you have not received all of the goods you have ordered.
You should also contact us if you suspect fraudulent activity on your account, you can get further help and support by visiting our fraud prevention help page.
Once you have logged into your Online Account Manager, go to ‘Transactions & Statements’ and select and expand the transaction that is the problem. Once you have expanded the transaction you will see the option ‘Dispute Transaction’. Once you have selected this just follow the instructions to submit your request.
We will ask you to provide some details about the issue and may ask you to provide some evidence to back this up. We will send this information to Mastercard who will review the issue.
You will only need to contact us if you have an issue with a transaction, for example you have not received all of the goods you have ordered.
You should also contact us if you suspect fraudulent activity on your account, you can get further help and support by visiting our fraud prevention help page.
Security codes
Your Card Security Code, sometimes called the 'CVV' or 'CV2' number, is the last three digits that appear on the back of your card, next to the signature panel. Generally, you'll only need it when you're paying for something over the phone or online. Make sure you only give this to retailer or site that you trust.
Trusted devices
Yes, you can remove a trusted device by contacting us. You should do this immediately if you sell your device, or if it is lost or stolen. See 'Contact Us’ section for more information.
Yes, you can set up as many trusted devices as you like.
If you are accessing our mobile app on a new device, we will automatically trust this device for you when you log-in for the first time.The first time you access Online Account Manager using a new device or browser, we will ask you if you would like to trust the device.If you no longer use your old device, you'll need to remove it as a trusted device.To review your devices now, please contact us.
If you are using our mobile app on your phone or tablet, the device will automatically be trusted when you provide your usual log in information. If you access your Online Account Manager through a browser (for example, Internet Explorer, Chrome, or Safari), then you will be asked if you would like to trust the device when you log in. Do take care to use the same browser each time you wish to access your Online Account Manager. If you subsequently use a different browser your account won't be detected. If you are using a shared or public device, you should select "Do not trust this device".
A trusted device helps keep your account secure by letting us know it's your device accessing your Online Account Manager. It may also mean that the process of logging in, and managing your account, is easier.
A trusted device is one that is linked to Online Account Manager. A device refers to the item you are using when you log into your account - for example, your mobile phone, desktop computer, laptop or tablet.
If you choose not to trust the device then you may have to enter more security information to be able to log in and manage your account. Unless you choose trust this device, the request will be repeated each time you log in to your Online Account Manager.
Using your card
It is safe to shop online , however you should bear in mind the following:
Only shop using secure websites (look for the padlock or unbroken key symbol).
When making a payment online check that the retailer’s internet address has not changed from ‘https’ to ‘http’ to ensure the connection is secure.
Ensure that your computer software is up-to-date, and install and maintain antivirus software.
Only shop using secure websites (look for the padlock or unbroken key symbol).
When making a payment online check that the retailer’s internet address has not changed from ‘https’ to ‘http’ to ensure the connection is secure.
Ensure that your computer software is up-to-date, and install and maintain antivirus software.
Behavioural Biometrics
When you’re shopping online or logging in to your mobile app/Online Account Manager, you may need to confirm your details. When entering your one-time passcode, you may also be asked to enter an email address so we can assess factors such as the speed you type, as this is unique to you. We’re not checking your details or updating our records.
Behavioural biometrics is the method of identifying and measuring unique behavioural patterns such as how someone types or holds their device. As fraudsters are becoming more advanced, we’ve partnered with a third party who help us check it’s you and not a fraudster. We’ll capture how you use your device along with other key information to help verify it’s you.
The data collected is stored by the third party. For more information on how we use your data please visit our privacy notice.
The data collected is stored by the third party. For more information on how we use your data please visit our privacy notice.
Entering an email address is the safest way for us to protect your account and verify it’s you. If you don’t want us to collect your biometric data when shopping online, you can use the Aqua mobile app to confirm your transactions instead of a one-time passcode.
We build a profile based on how you enter your email address, as well as other key information such as your location. We then compare these details each time you complete this verification process
Problems with transactions
There are different types of claims you can raise depending on the issue you're having:
- Fraud: Raised when there's been spending on your account that you haven't authorised
- Dispute: Raised if you've authorised a purchase, but it hasn't gone as expected
- Section 75: Raised where your transaction isn't covered by the Mastercard disputes rules
Payments can take up to 5 working days to appear in your account. If it’s been longer than that, here’s what to do.First, check that you sent the payment to the right place. The correct bank details for Aqua are:
- Account No: 84603001
- Sort code: 40-05-30
Disputing transactions
A dispute claim (sometimes known as a chargeback) is used to get money back from a retailer if there’s a problem with something you’ve paid for. Mastercard set out the rules for this process.There are a lot of reasons why you might want to dispute a transaction on your account. Here’s a handy list of what’s covered by the Mastercard disputes rules:
- Not receiving the goods or services that you were expecting
- Not receiving the goods or services that you’ve ordered
- Not receiving a refund that you were promised
- Not receiving your cash from a cash machine
- Multiple charges on your account for the same transaction
- Additional charges that you weren't expecting to be added to your account (for example when hiring a car or booking a hotel)
- Charges on your account when the transaction was declined
- Charges on your account for a regular payment you’ve cancelled (for example a TV package, magazine, gym membership)
- If you've changed your mind about a product or service you've paid for - please speak directly to the merchant to discuss this
- If the transaction was made face to face and you feel you haven't received the correct goods - please speak directly to the merchant to raise this
- If the transaction is pending or hasn't yet appeared on your statement - please wait until it shows on your statement before raising a dispute
You must try contact the retailer first. If they haven't replied or can't help you can raise a dispute directly with by contacting us, please see the ‘Contact Us’ section.Before raising a dispute with us you need to:
- Make sure you have evidence to support your claim (e.g. receipts and copies of emails or chats you've had with the retailer). We won't be able to raise a claim without the evidence
- Give the retailer chance to resolve your query
Once you’ve submitted your dispute, we’ll send you an email confirming your claim has been raised. You’ll usually receive a refund within five working days. This will show on your statement as a credit with the reference 'MASTERCARD CARDHOLDER ADJUSTMENT'.If your claim is unsuccessful, we'll send you an email to let you know and reverse the refund. The reversal will show on your statement as a debit with the reference 'MASTERCARD CARDHOLDER ADJUSTMENT'.Please note disputes raised over the weekend or on non-working days may take a little longer.There are some situations where you may not receive a refund, or it's delayed. If this happens, we'll send you an email to let you know and tell you what the next steps are.
Section 75
If you use your credit card to buy something, you may be covered by Section 75 of the Consumer Credit Act. To raise a Section 75 claim the value of your goods or services must be over £100 and up to £30,000. The protection applies even if you only paid for part of the purchase on your credit card - for example a deposit for a new car. What’s covered by Section 75?
- Payments for goods or services that you haven’t received
- Goods that have arrived damaged or faulty
- Goods or services that are not as described
- A purchase from a company that has gone into administration and can’t provide what you’ve paid for
There are a few differences between a dispute and Section 75 claim. It’s important to understand these to make sure we have the best chance of helping get your funds back.A dispute claim (also known as a ‘chargeback’):
- Rules for are set out by Mastercard
- There is no limit on the purchase amount
- Must be raised within 120 days of the payment being made
- You can only claim for the amount that was paid from your account
- Is a right under the Consumer Credit Act
- Only covers the value of your goods or services over £100 and up to £30,000
- Is a lengthy process, so we're unable to provide a specific timescale to resolve your case
- Can be made for the full value of the goods or services, even if only part of it was paid with your account