What is a One-Time Passcode (OTP)?
An OTP provides an enhanced level of security during online purchases, protecting you against unauthorised use of your First Citizens VISA and MasterCard Credit Cards via a 6-digit code that can only be used once. It is easy to use, quick and provides added assurance when using your VISA and MasterCard to make purchases online.

How does OTP technology work?
OTP technology creates random numeric codes when you make online purchases at merchants enabled with 3D Secure Technology. The OTP is automatically sent to your email address registered on file with First Citizens. Once you receive the OTP, enter the correct 6-digit numeric code into the field provided to complete your transaction.

When do I need to use an OTP?
When you shop at online merchants supported by 3D Secure Technology known as Visa Secure (previously Verified by Visa) and MasterCard Identity Check (previously Secure Code), you will be required to enter an OTP to complete your transaction. As customary, enter your payment details. A pop-up screen will appear which will prompt you to send the OTP to your email address registered on file with First Citizens. Then enter your correct OTP received to verify and complete your transaction.

How can I identify online merchants enabled with 3D Secure Technology?
Online merchants enabled with 3D Secure Technology will display the Visa Secure (previously Verified by Visa) and MasterCard Identity Check (previously Secure Code) logos on their website.

Is there a cost to receive an OTP via email?
This service is free to all First Citizens Credit Card cardholders.

Is registration required for OTP technology?
No registration is required. To receive your OTP via email, you must have a valid email address registered on file with First Citizens.

How can I verify or update my email address?
To verify or update your email address, simply login to First Citizens Online Banking and follow the steps outlined below:

Step 1 – Click “My Home” main tab
Step 2 – Select the “About Me” sub-tab
Step 3 – Go to “Email and Phone”
Step 4 – Input your email address (if required)
Step 5 – Click the “Submit” button to save and update your email address

Can I opt out of OTP authentication?
No, an OTP is mandatory for websites that support the 3D Secure Technology authentication process.

How long is the OTP valid for once I receive it?
Your OTP expires after 5 minutes and is valid for a single transaction. Please note, that you will be unable to use your OTP once you have exited the website or close the browser.

How long does it take to receive an OTP?
You will receive your OTP within 10 to 20 seconds once you enter your payment details and submit your transaction.

Can I use the OTP for multiple transactions?
No, each OTP is valid for a single transaction only.

What should I do if I do not receive the OTP?
If you do not receive the OTP, you can:

  1. Click the resend button a maximum of three times. A maximum of three OTPs can be sent to your email address for a single transaction.
  2. Verify your email address on file with First Citizens by logging into Online Banking.
  3. Check your email account Junk/Spam folder, and search for emails from otp-notification@firstcitizenstt.com
  4. Send us a Secure Message or an email at channelsupport@firstcitizenstt.com and one of our customer service representatives will contact you.

What occurs if I input my OTP incorrectly?
If you input your OTP incorrectly, you will be prompted to re-enter. If you enter the code incorrectly three times you will need to restart the transaction, which will prompt a new OTP to be sent to you.

How do I know if my OTP was successfully entered?
You will receive a notification on the screen advising transaction successfully completed.

How do I know that the OTP request page is genuine?
The First Citizens logo alongside your card’s Brand (VISA or MasterCard) will be displayed. The OTP page will display a summary of the transaction being attempted and your confirmation to send the OTP to you via the email address on file. You will not be asked to supply any personal information. You will only be required to enter the 6-digit OTP.