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Frequently Asked Questions

Get further details about Verified by Visa. Use the links below to jump to specific topic areas, or scroll down the page to review the full list of questions and answers.

General questions

What is Verified by Visa?

Verified by Visa is an innovative service provided by Citizens Bank of Canada offering secure Internet shopping, using your preferred form of Internet payment - the credit card. Verified by Visa lets you add a personal password to your existing card, getting added security and the reassurance that only you can use your card online.

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How does Verified by Visa work?

When you purchase online, Verified by Visa issues a receipt at the end of the checkout process. The receipt includes details of your current purchase, such as site name, purchase amount and date. You sign the receipt using your personal password and click "Submit" to proceed with the purchase. Without your password, the purchase cannot take place.

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How does Verified by Visa protect me?

Since your card is protected by your personal password, only you can use your card online.

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Will I need to apply for a new card to use Verified by Visa?

No. You will be able to use any of your existing Citizens Bank of Canada Visa cards.

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When will my account be billed for Verified by Visa purchases?

Your account will be billed on the same date it is billed today.

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Where can I buy with Verified by Visa?

Many merchants are already a part of Verified by Visa, and more merchants are signing up!

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Do I have to pay for Verified by Visa?

No. Currently Citizens Bank of Canada is offering Verified by Visa free of charge!

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What are the system requirements for Verified by Visa?

Verified by Visa requires the use of Windows Microsoft® Internet Explorer 5.5, 6.0 (including 6.0 on XP SP2), 7.0 and 8.0, Windows Netscape® 7.2, Windows AOL ® 9, Windows Firefox® 1.0, 2.0 and 3.0, Opera® 9.5 and Macintosh Safari®.

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What happens when my Citizens Bank of Canada credit card expires?

When you are re-issued a new Citizens Bank of Canada card, with the same account number, the Verified by Visa service is automatically updated with the new card information. You do not need to re-register in the service

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What happens if I cancel my Citizens Bank of Canada Visa card and then get a new one with a different account number?

You will need to register the new card for the Verified by Visa service.

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Registration

What cards can I register with Verified by Visa?

You can register any of your existing Citizens Bank of Canada Visa cards.

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How many cards can I register with Verified by Visa?

There is no limit to the number of cards you register - you are welcome to register all of them. You can register any or all of your cards.

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Can two people with a joint account use the same password or should they register for Verified by Visa separately?

The primary user of the account should register, then all the cardholders can use the same password.

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Why do I have to supply personal information during registration?

The personal information you are supplying is used as a security measure to make sure you are the real cardholder. The information you supply is verified against the data stored in the Citizens Bank of Canada database. In addition, you will be asked to supply answers to some secret questions. This information will be used in case you forget your Verified by Visa password.

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Why am I required to supply my email during registration?

Your email will only be used for important notifications from Citizens Bank of Canada, and in full accordance with the privacy policy and the TERMS OF USE.

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Can I use the same password for all of my Citizens Bank of Canada cards?

Yes. When you register to Verified by Visa you will select a password. You may select the same password for all your registered cards. You must select a password between 8-15 characters, which includes at least one number and one letter. You may not use passwords that you have used in the past. We recommend that you select a password that will be easy for you to remember and difficult for others to guess.

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What is a personal message?

The personal message is a text message (6-30 characters long) that you select during registration. This text should be personal, however not secret. Each time a Verified by Visa receipt will be presented to you by Citizens Bank of Canada you should look for the personal message - it proves it is a genuine Citizens Bank of Canada receipt. Please note - you cannot select a personal message that will be identical to the password. Your password must be kept secret, while the personal message is openly displayed on the receipt.

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What is the Signature Panel Code?

The Signature Panel Code is the last three digits that appear on the back of your card, on the signature panel. It is used as an extra security measure to make sure you are in the possession of the card you are registering.

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What do I do if I have problems during the registration process?

Citizens Bank of Canada customer service is available at (604) 877-4999 or 1-800-611-VISA, Monday to Friday - 8:00am to 6:00pm Pacific Time. Saturday - 8:00am to 4:00pm Pacific Time. We are closed Sundays and all Statutory Holidays. We will be happy to assist you with any problems and answer any questions you may have.

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Activation During Shopping

What is the Verified by Visa service?

Verified by Visa is a service offered by Citizens Bank of Canada in partnership with VISA. Verified by Visa provides a way to password-protect credit card usage on the Internet. Simply register your credit card and choose a password. Your password is required when you use your card to make Internet purchases at participating merchants. The requirement of your password prevents unauthorized usage of your card on the Internet, giving you more confidence about making secure purchases online.

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What is 'Activation During Shopping'?

As a Citizens Bank of Canada Cardholder, we offer you to activate Verified by Visa when you shop at a participating merchant.The activation process is simple and quick - all you have to do is enter a few identifying pieces of information, and select the personal password you will be using in your future purchases. Please make sure you read and agree to the TERMS OF USE as activating the service indicates you have done so. Note that you may not be offered to activate the service online if you had already registered your card to the service in the past.

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I activated Verified by Visa, and now I received an email message saying I should personalize my account online. What does that mean?

When you activate Verified by Visa during shopping, you receive a pre-assigned personal message. When you personalize your account you can select a different personal account message. Also - you can establish several secret questions and answers. These will be used to assist you in case you forget your password in the future.

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What is a personal message?

When you activate Verified by Visa during shopping, a pre-assigned personal message that Verified by Visa had selected for you is displayed. When you pay online, always look for your personal message before you enter your password to ensure that you're using the authentic Verified by Visa service. After activating Verified by Visa you receive an email message with a link. We recommend that you click on this link and create a new, truly personal message. Please note that your personal message must not be similar to your password.

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I activated Verified by Visa. Can I activate it for additional cards?

After you activate Verified by Visa for one card, you are welcome to add to the service any of your Citizens Bank of Canada credit cards. This includes Citizens Bank of Canada branded cards as well as our partner cards. To activate additional accounts, click here.

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Shopping with Verified by Visa

How do I buy with Verified by Visa?

When you purchase online, Verified by Visa issues a receipt at the end of the checkout process. The receipt includes details of your current purchase, such as site name, purchase amount and date. You enter your personal Verified by Visa password and click "Submit" to proceed with the purchase. When you shop online with your Citizens Bank of Canada card, the Verified by Visa service will automatically be active at participating online stores. For more information on shopping with Verified by Visa, view our demo.

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Where can I buy with Verified by Visa?

Many merchants are already a part of Verified by Visa, and more merchants are signing up!

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How soon after completing my online registration can I begin to use the Verified by Visa service to make online purchases?

You can start to use the Verified by Visa service immediately after you complete the registration process.

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What should I do if I purchase online but the Verified by Visa receipt does not appear?

First, check to make sure that the card you used for the purchase is one that you have registered with the Citizens Bank of Canada Verified by Visa service. Second, determine whether the merchant is a participating Verified by Visa merchant. If the merchant is participating and you are using the right card, contact the merchant's customer service center.

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Can I purchase at merchants that do not participate in the Verified by Visa service?

Yes. However you will not be able to use Verified by Visa. To complete the purchase at such merchants, simply follow the regular checkout process.

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Where can I view the history of my Verified by Visa purchases?

You can view your Transaction History by logging in to the personal account manager.

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I forgot my password. What should I do?

If you forgot your password, select the Forgot your password, click here link that appears on the receipt. In the following page, type your account number , then answer the identifying questions that you selected during your registration for the Verified by Visa service. You will then be able to select a new password.

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I don't see my personal message on the receipt. What should I do?

Always look for your personal message before signing the receipt. If your personal message does not appear on the receipt, please do not sign it and contact our customer service personnel.

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The personal message on the receipt is not mine. What should I do?

Always look for your personal message before signing the receipt. If a personal message other than yours appears on the receipt, please do not sign it and contact our customer service personnel.

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The personal account manager

What is the personal account manager?

The personal account manager is a special service offered by Citizens Bank of Canada, which helps you trace the receipts of your Verified by Visa purchases. In addition, it enables you to change your account settings, change your
e-mail address, password and personal message.

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Do I need to write down the details of my online purchases?

No. You do not need to write down details of your online purchases. When using Verified by Visa you do not need to record or even type the purchase details anywhere. Reviewing your previous receipts online is a convenient option through the personal account manager feature.

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How do I access the personal account manager?

You can access the personal account manager through the Citizens Bank of Canada web site https://www.citizensbank.ca/Personal/Products/VISACards/VISAInformation/VerifiedbyVISA/. We also recommend that you add it to your favourites or bookmarks.

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I am trying to login to the personal account manager but I forgot my password. What should I do?

If you forgot your password, select the Forgot your password, click here link that appears on the personal account manager login. In the following page, type your account number then answer the identifying questions that you selected during your registration for the Verified by Visa service. You will then be able to select a new password.

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How do I change my password?

In the Personal Account Manager, access "Manage Your Profile", and select "Change your password". You will be required to enter the old password, select a new password and retype it for verification. You must select a password between 8-15 characters, which includes at least one number and one letter. You may not use passwords that you have used in the past. We recommend that you select a password that will be easy for you to remember and difficult for others to guess. You may also contact customer service to change your password.

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How do I change my personal message?

In the Personal Account Manager, access "Manage Your Profile", and select "Change your personal message". Your old personal message will be presented, and you will be able to select a new personal message. (6-30 characters long). Please note that your personal message must not resemble your password. You may also contact customer service to change your personal message.

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How do I update the email address?

Your email address is used for important notifications from Citizens Bank of Canada. It is therefore important that you keep the email address in the Verified by Visa service updated. In the personal account manager, access "Manage Your Profile", and select "Update your email". Your old email will be presented, and you will be able to enter a new one. You may also contact customer service to update your e-mail.

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DDA - Disability Discrimination Act

What Accessibility features are provided on this site?

The following accessibility features are provided:

  • Support for windows reader.

  • Support of resizing the text.

  • Support for No Java Script.

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    How can I resize the text?

    In the browser go to View ==> Text Size and choose "Largest".

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    Where can I find more information on Accessibility?

    Accessibility reference can be found in:

  • W3 accessibility guidelines

  • W3 accessibility techniques

  • The Disability Discrimination Act 1995 (DDA)

  • JAWS a screen reader for Windows.

  • Windows-Eyes a screen reader for Windows.

  • PwWebSpeak a screen reader for Windows.
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