Online Secure FAQs

What is Online Secure?

Online Secure is a unique service offered by kulula credit card that uses a One Time PIN (OTP) to protect cardholders against unauthorised use of your credit card. Once activated, your kulula credit card cannot be used for online purchases at participating merchants without your One Time PIN (OTP).

Why do I need this?

Online Secure is designed to give you an extra level of protection against unauthorised credit card use when making online purchases with your kulula credit card.

What can Online Secure do?

Protect your kulula credit card with a One Time PIN (OTP)
Provide an extra level of protection when shopping online.
As long as your One Time PIN (OTP) remains secure, and your kulula credit card has been activated for Online Secure, no one else can use your credit card number to make online purchases at participating merchants.

How do I activate Online Secure on my card?

If you are registered for moolah messaging you will not have to activate Online Secure on your card as this will be done automatically by kulula credit card. Each time you receive a new, re-issue or replacement credit card we will automatically activate Online Secure on your card. For customers who are not registered for moolah messaging, to activate Online Secure on your card, log on to your kulula online banking profile, and follow the prompts:

Select the “My Bank Accounts” tab
Select the “My Cards” sub tab
Click on “Activate Now”

Is Online Secure easy to use?

Online Secure is quick and easy to use. When you submit an order or make a purchase at a participating online merchant, an Online Secure window will appear. Once you have followed the prompts you will receive a One Time PIN (OTP) via SMS or email (dependant on notification mechanism you have selected). You will be required to input the One Time PIN (OTP) in the window and then proceed with the online transaction. There is no need to start the online process all over again, you simply have to enter your One Time PIN (OTP) to authenticate your credentials and click on “Submit” to complete the process.

What happens if I do not have an online banking profile?

Please call the number of the back of your kulula credit card for assistance.

I share the same credit card with others. How does Online Secure work for all of us?

The One Time PIN (OTP) is linked to the specific kulula credit card during the Online Secure activation process. This means that only the cardholder can use the credit card for online shopping. Additional family members will not be able to use the same credit card, as they will not have the One Time PIN (OTP) required for authentication. You can however change the current contact details on Online Banking to receive the OTP on a new mobile number or via email.

Can I use Online Secure from any computer?

Yes, one of the great advantages of Online Secure is that it can work with just about any personal computer with an Internet connection. There is no special software to install. Once we’ve activated Online Secure on your credit card, you simply shop as you normally would do.

Can I activate more than one credit card for Online Secure?

Yes, you may activate multiple kulula credit cards, as long as you are the primary cardholder.

Once I have activated Online Secure on my credit card, will I use the One Time PIN (OTP) wherever I shop?

You will use the Online Secure One Time PIN (OTP) when shopping online at participating 3D secure merchants.

I was asked to sign up for Online Secure when I was in the middle of buying something online. Is this a scam?

Online Secure is an official kulula credit card online shopping requirement, designed to give you extra protection and peace-of-mind when shopping online. You’ll be asked if you want to activate Online Secure when you’re shopping on a website which has signed up to Online Secure. To activate Online Secure on your card, log on to your kulula online banking profile, and follow the prompts:

Select the “My Bank Accounts” tab
Select the “My Cards” sub tab
Click on “Activate Now” under Online Secure

I've signed up, but how can I tell that I'm in a genuine Online Secure process and not part of a scam?

As part of the payment authentication process, you will see a personal message that you provided when activating Online Secure. If kulula credit card automatically registered your credit card for Online Secure, your personal message would be: Card ending xxxx (the last 4 digits of you credit card) – this can also be changed on your kulula online banking profile by following the prompts:

Select the “My Bank Accounts” tab
Select the “My Cards” sub tab
Click on “Update”

Only you and your bank know what the message is, so you can be confident you are in a genuine Online Secure process.

I've been sent an e-mail by Online Secure asking me to update my details. Is this right?

Online Secure will never send you an e-mail requesting you to update your details for any reason. If you get one of these e-mails, it is a scam and you should report it to kulula credit card call centre immediately, by calling the number on the back of your card.

How do I unblock my credit card for online purchases?

To unblock your credit card, log on to your kulula online banking profile and follow the prompts for the credit card that has been blocked.

Select the “My Bank Accounts” tab
Select the “My Cards” sub tab
Locate the credit card that is currently blocked and click on the “Unblock Now” link
Submit

How do I check if my kulula credit card has been activated for Online Secure?

Log on to your kulula online banking profile and select the “My Bank Accounts” tab
Select the “My Cards” sub tab to check your card status
“Activate Now” means Online Secure has not been activated on your card and you can go ahead and activate it
“Unblock Now” means your card has been blocked
“Update” means Online Secure has been activated on your card and your details can be updated

How do I receive my One Time PIN (OTP)?

You can choose to receive the One Time PIN (OTP) via SMS or e-mail. This option is selected during the Online Secure activation process. If kulula credit card automatically registered your credit card for Online Secure, you will receive the One Time Pin (OTP) via SMS on your registered moolah messaging number which can be updated. Your personal message will be: Card ending xxxx (last 4 digits of you Card) – this can also be changed on your kulula online banking profile by following the prompts:

Select the “My Bank Accounts” tab
Select the “My Cards” sub tab
Click on “Update”

Do I have to pay for Online Secure?

No, kulula credit card is offering Online Secure free of charge.

What happens when my kulula credit card expires?

Once your existing kulula credit card expires, you will be issued with a renewal card and you will not have to activate Online Secure on this card. This will be done automatically by kulula credit card.

What happens if I cancel my kulula credit card and then get a new card with a different card number?

You will not have to activate Online Secure on your new credit card. This will be done automatically by kulula credit card.

Why do I capture a personal message when activating my card for Online Secure?

Your personal message that you provided when updating Online Secure on your credit card will appear during the payment authentication process. Only you and your bank know what the message is and its purpose is to provide you with the assurance that the screen is legitimate and that you are conducting an authentic transaction with the Bank.

Can I change my personal message?

Yes, you can change your personal message by going to online banking

Select the “My Bank Accounts” tab
Select the “My Cards” sub tab
Select the card you would like to “Update”
Click “Update”
Update the personal message and press submit

Can I change my OTP method or OTP details?

Yes, you can change your OTP details by going to online banking.

Select the “My Bank Accounts” tab
Select the “My Cards” sub tab
Select the card you would like to “Update”
Click “Update”
Update the OTP details and press submit