CountryFAQ - ENG
Frequently Asked Questions
Learn more about the TransactVerify App
A) The App in general
B) About Mastercard® Identity Check™
C) Shopping with Mastercard® Identity Check™
D) Information about credit card info online (eStatement)
E) Information on how to view transactions
F) Administration (of the app)
G) Security & Privacy
A) The app in general
1. What are the requirements for using the TransactVerify app?
"TransactVerify" is available for the latest version of the smartphone operating systems Android (from 9.0) and iOS (from 15). The app is offered free of charge in the respective stores. More recent smartphone models with Android and iOS operating systems support the "Fingerprint/Touch ID or Face ID" function. This function must be activated in the settings of your smartphone and the feature must be stored accordingly.
2. Which cards can I register for TransactVerify?
You can register all Mastercard® cards from your card-issuing institution. There is no limit to the number of cards. This applies identically to the use of Mastercard® Identity Check™.
3. What devices can I use?
Smartphones as well as tablets can be used, but the app is optimized exclusively for smartphones.
4. Can I use more than one mobile phone or smartphone?
No, only one mobile phone number (mobileTAN procedure) or one smartphone (app procedure) can be registered for each credit card number. However, you can change your smartphone or your mobile phone number. To do so, enter your credit card number in the app and follow the instructions.
5. Do I need a PIN for die TransactVerify App? And what should I do if I have forgotten my PIN?
When registering your credit card for the TransactVerify app, you must assign yourself a 4-digit PIN, even if you choose to use fingerprint or facial recognition. The PIN is used if your fingerprint or facial recognition cannot be read (dirty sensor, etc.).
If you forget the PIN, you will have to go through the registration process again. The PIN cannot be reset for security reasons.
6. To what extent is the use of the app and the registration for Mastercard® Identity Check™ related?
To use the app, a credit card must be connected to the app. For this purpose, the registration for Mastercard® Identity Check™ is used.
7. Why can't I use all the features of the app?
The options offered by the app depend on your bank's settings.
B) About Mastercard® Identity Check™
8. What is Mastercard® Identity Check™?
Mastercard® Identity Check™ is a service provided by Mastercard® and your card-issuing institution that provides you with additional protection against unauthorized use of your credit card when shopping online. There are currently the following two procedures:
- Confirmation of the purchase via the "TransactVerify" app and
- Confirmation of the purchase via the mobileTAN procedure
9. How does Mastercard® Identity Check™ protect me?
By authenticating during an online payment process, you identify yourself as the legitimate cardholder. The online retailer receives a corresponding message and the purchase process is completed. If you are unable to authenticate yourself correctly, the online retailer will not receive an Identity Check™ authorization and the transaction cannot be completed.
10. How does Mastercard® Identity Check™ work?
As a registered cardholder, you will be redirected directly to the payment process with Mastercard® Identity Check™ when making an online purchase. The relevant information of the purchase is displayed. An automatic risk check determines whether you need to authenticate yourself or whether the purchase is completed immediately (in case of low risk). The risk assessment follows the requirements of the Second Payment Services Directive (Payment Services Directive 2).
a. In the "TransactVerify" app procedure
If you have registered your card for the TransactVerify App, you will receive a push notification on your smartphone and will be asked to approve the payment in the app. If you have suppressed messages from this app, please open the app manually and approve the payment there. If the biometric identifier (fingerprint or Face ID) is not recognized, you will be asked to enter the PIN you assigned during registration process.
Once you have approved the payment via the app, the merchant receives an approval and the purchase is completed. In your browser window, you will automatically get redirected back to the online shop.
Please note: You can only approve your payment by fingerprint or Face ID if your smartphone supports this function and if you have stored your fingerprint/Face ID in advance in your smartphone's settings.
b. In the mobileTAN procedure
If you have registered your card for the mobileTAN procedure, you will also be forwarded directly to the payment process with Mastercard® Identity Check™. The relevant information of the purchase will be listed and the last 4 digits of the mobile phone number you have stored will be displayed.
You will be asked to enter the TAN that has been sent to you in the meantime and, if applicable, to answer the security question you selected during registration. This completes the purchase and automatically redirects it back to the online shop.
11. Can I register for both legitimation procedures (app and mTAN)?
No, only one method can be used for each credit card (card number). If your institute offers both procedures, you can change the procedure quickly and easily.
12. What are the benefits of Mastercard® Identity Check™?
Secure Internet payments: Mastercard® Identity Check™ is free of charge for you and provides additional protection for your credit card payments on the Internet against unauthorized access. All data is transmitted in encrypted form. All parties involved (merchants, cardholders, etc.) are identified as legitimate participants in the respective payment process.
High flexibility: You can shop online from any PC worldwide and pay securely with your credit card. You don't have to remember an additional password, because the transaction approval takes place dynamically via your registered procedure (via app or mobileTAN).
No software installation: Mastercard® Identity Check™ does not require any software installation on your PC. Registration and use is straightforward for you.
13. What are the system requirements for Mastercard® Identity Check™?
Mastercard® Identity Check™ does not require any special software, but it does require an up-to-date browser that supports the TLS 1.2 encryption protocol for a secure connection. All available security updates should be installed. In addition, you must disable software that blocks the display of pop-up windows. This would lead to conflicts in the use of the procedure. You can only approve your payment by fingerprint or facial recognition if your smartphone supports the "Fingerprint/Touch ID or Face ID" function and you have stored your characteristic in advance in your smartphone's settings.
14. What happens if I lose the card or if it is stolen?
Please report the loss to your contact address. The card will be blocked and the block will automatically apply to Mastercard® Identity Check™ as well. If you have applied for a replacement card at the time of blocking, it will automatically be re-registered for Mastercard® Identity Check™. If your card has been blocked due to misuse, the registration will not be transferred to the new card. You will then need to re-register the new card using the usual process.
15. What information is required for registration?
In the first step, only the credit card number is required for registration. Then you will need to apply for an identification code. Depending on the transmission path, further data can then be requested. In the case of transmission via SMS, these are: The validity of the card, the last four digits of your account number used to charge your credit card, as well as your date of birth and mobile phone number.
16. How do I get an identification code?
To register, you need an identification code. Your card-issuing institution determines which of the following three transmission options are available:
- SMS (after entering certain personal data and mobile phone number)
- a 1-cent credit to your card's billing account
- by letter
The validity of the identification code is limited to 14 days.
17. Can I shop immediately after registering?
Yes. You can make purchases with Mastercard® Identity Check™ immediately after completing the registration.
18. What can I do if I have questions during registration?
If you have any questions or need help during registration, please contact the cardholder service of your card-issuing institution, phone: +49 (0) 69 / 7933-2555. This service is available around the clock.
C) Shopping with Mastercard® Identity Check™
19. What are the costs of using Mastercard® Identity Check™?
The use of the "TransatVerify" app is free of charge for you.
The use of the mobileTAN procedure may incur costs for sending the mobileTAN by SMS. If your card-issuing institution charges SMS costs for sending the mobileTAN, you will be informed of the transfer price in a separate document as part of the registration process. You must explicitly confirm that you have read this document by clicking on a checkbox before completing the activation process for this procedure. These SMS costs are shown separately including the time of dispatch and the purpose of payment in the cardholder statement for the following billing month.
If you do not receive any cost information during registration, you will not be charged for SMS costs.
20. How do I use Mastercard® Identity Check™ when shopping with the TransactVerify app?
If you are shopping online at a participating retailer, you may see a page with payment details (date, merchant name and payment amount) after entering your credit card number. At the same time, you will also receive a push notification with the same payment details via the "TransactVerify" app. Please compare the payment details on the screen with those in the app. If the details match, confirm the payment using your fingerprint or facial recognition on your smartphone. Alternatively, you can enter the PIN you chose when you registered. Then the legitimation process is completed.
If the payment details do not match, cancel the process and contact the cardholder service on +49 (0)69 / 7933-2555.
Please note: You can only approve your payment by fingerprint if your smartphone supports the Touch ID/Fingerprint or Face ID function in an appropriate way and you have stored your characteristics in advance in the smartphone settings.
21. How do I use Mastercard® Identity Check™ when shopping with mobileTAN?
If you make a purchase from a participating retailer on the Internet, an input window will open after entering your credit card number, in which you will have to enter the mobileTAN. This mobileTAN will be sent to you by SMS to the mobile phone number provided during registration. After entering the correct mobileTAN, the legitimation process is completed. It is possible that you will also be asked to answer a security question. You have set this security question and your answer to it in the registration process.
If the payment details do not match, cancel the process and contact the cardholder service on +49 (0)69 / 7933-2555.
22. Do I authenticate myself with Mastercard® Identity Check™ every time I make a purchase?
Yes. But since the system performs a risk assessment on every transaction, the system also decides whether you need to identify yourself or not. Based on a complex set of rules, transactions can be forwarded for authorization even without authentication.
23. What should I do if I don't get redirected to Mastercard® Identity Check™?
Make sure you're using your registered card.
Make sure the merchant is participating in the program.
Make sure that any software that prevents windows from being displayed, is disabled.
24. I don't automatically receive a message to confirm purchases. What can I do?
If you allowed the "TransactVerify" App in your smartphone settings to send you notifications, you will usually automatically receive a push notification when you make a purchase. If you did not allow this, you will have to open the app yourself when shopping.
25. What happens if the smartphone has no internet reception (e.g. airplane mode, roaming function turned off, no Wi-Fi, etc.) and I want to use the "TransactVerify" app?
In this case, the app offers the option of generating a one-time password (OTP) offline, which you can then enter in the browser. To do this, please follow the instructions in the shopping window of your online store. You will be prompted to generate a one-time password in the app and enter your PIN for the app. The password generated by the app can then be entered in the shopping window.
26. My smartphone doesn't recognize my fingerprint (or Face ID) despite multiple attempts. What can I do?
An error message appears if Touch ID/Fingerprint or Face ID cannot be read by the device after multiple attempts.
Android devices usually allow five attempts. After that, the fingerprint scanner may be locked for 15 seconds. You receive the error message "Identification failed" on your device. iOS devices allow 3 attempts. You receive the error message "Identification failed" on your device. This error message will also appear if you cancel the scanning of your fingerprint/face. Alternatively, you can use the PIN you created when you registered.
27. I don't receive a mobileTAN via SMS after making a purchase. What can I do?
First of all, please check whether you currently have a mobile phone connection.
If so, you can request a new mobileTAN. A mobileTAN has a limited validity of 4 minutes to minimize your own risk.
If, during the payment process, the last 4 digits of your mobile phone number are not displayed or are displayed incorrectly in the designated window with the mobileTAN prompt, cancel the transaction and inform the cardholder service of your card-issuing institution immediately, telephone: +49 (0)69 / 7933-2555. This service is available around the clock.
28. What is the list of trusted traders?
With every purchase, you have the option to add the merchant to your personal list of trusted merchants for future purchases. To do this, click on the corresponding checkbox when shopping. For future purchases from this retailer, you will no longer need to authenticate yourself, depending on the individual risk assessment. This will make it easier for you to make future purchases.
29. Can I buy from merchants who do not participate in the Mastercard® Identity Check™ process?
Yes, but these retailers will not ask you for a mobileTAN or an app-based approval. The purchase process can be carried out as usual.
D) Information about credit card info online (eStatement)
30. What do I do if I see a transaction on my statement that I didn't make?
If you see one or more transactions that you have not made, you should immediately contact your cardholder service (+49-69-7933-1910), report the transaction and have the card blocked.
31. How long will the statements be available?
From the moment the document is created, it is available in the app for 12 months.
32. I can't open my monthly statements. Why?
Check if you have a PDF reader installed. On iOS devices, it is installed by default. On Android devices, you must install it manually in order to download statements.
33. How will I know when a new statement is available for me?
Please log in to the app regularly. You can then directly see whether new statements have arrived for you.
34. What do I do if I have a question about a specific statement?
You should contact the card issuer directly. Some card issuers have a special email link on their electronic billing for billing questions. With it, you can easily ask your question directly via email.
E) Information on how to view transactions
35. Where can I find more details about a transaction?
Each transaction can be selected individually to get a detailed view.
36. How can I find a specific transaction?
The search function can be used to search for individual transactions by entering corresponding text.
37. How can I turn off notifications about transactions made?
When a transaction is made with the registered credit card, the cardholder receives a push notification. This can be activated or deactivated via the operating settings of the respective mobile device. Please note that this will also mean that you will no longer receive notifications about payment approvals via Mastercard® Identity Check™. Within the app, the feature is still available.
F) Administration
38. I get a new smartphone and have installed the "TransactVerify" app on my old smartphone. What should I do?
If you have access to both phones, you can transfer the existing registration to the new phone. On the new device, start the registration process by entering your credit card number. Then follow the app's instructions.
If you no longer have access to your previous smartphone, please register again on your new device. Start the registration in the app by entering your card number and order a new identification code in the next step. Follow the system's further instructions.
39. How can I change my mobile phone number in the mobileTAN procedure?
To change your mobile phone number, a new registration is required for security reasons.
40. How can I deactivate this service?
You can reset the app. Please note that from this point on, you will no longer be able to make purchases at merchants participating in Mastercard® Identity Check™ without re-registering again.
41. Can I log in to TransactVerify again or reactivate the feature?
You can easily re-register. You will then be able to use the service again immediately.
42. How do I change my list of trusted merchants?
In the registration portal, enter your card number and identify yourself. Then, in addition to the option to re-register, you will also be able to manage your list of trusted merchants, provided that you have already added at least one merchant to this list when you make a purchase. Here you can delete any traders from the list. Retailers can only be added during the purchasing process.
43. What other conditions should I be aware of?
The use of the app with smartphones or tablets that are operated with manipulated or non-certified software (e.g. through jailbreaking or rooting) is not permitted.
G) Security & Privacy
44. Why do I need to provide personal information for SMS identification code?
The information you provide will be compared with the data stored of your card-issuing institution. This serves as an extra precaution to ensure that when you register, you are actually the cardholder.
45. What personal data needs to be stored for Mastercard® Identity Check™?
In order to ensure that the procedure is processed, the card number (and in the case of the mobileTAN procedure), the mobile phone number provided by you as well as the security question including the answer must be stored.
To use the "TransactVerify" app, an individually generated certificate (key code) of the smartphone as well as the PIN defined during registration are stored anonymously. Biometric data will not be transmitted. Please note that the PIN used for the app cannot be reset for security reasons. Employees of your card-issuing institution do not have access to the anonymized and encrypted data and would therefore never request it from you by phone or e-mail.
46. Which company stores this data?
The card-issuing institution has commissioned First Data GmbH, with a business address in Bad Homburg, Germany, as its service provider to implement Mastercard® Identity Check™. First Data GmbH uses Netcetera AG, based in Zurich, Switzerland.
47. What are the data protection and data security conditions of Netcetera for Mastercard® Identity Check™?
Registration for Mastercard® Identity Check™ takes place directly at Netcetera, where the cardholder's data from the registration process is stored. If a merchant participates in the Mastercard® Identity Check™ procedure, Netcetera takes over the authentication of the cardholder and informs the merchant whether the authentication process was successful. Netcetera has an adequate level of data protection within the meaning of the General Data Protection Regulation (GDPR). First Data GmbH has agreed with Netcetera on the EU standard contractual clauses on data protection.
48. How secure is the data transfer from my internet browser to Netcetera?
Of course, the transmission of the data is encrypted. The transmission is secured with TLS 1.2. TLS 1.2 is the highest standard for website encryption currently in use.
