The process of customer authentication for online transactions through the Safe@Web service has been upgraded

Our aim is to provide you enhanced protection in online transactions with your Hellenic Bank cards and be in line with the requirements of the European Payment Services Directive (PSD2).

This is a European Payment Services Directive (PSD2) requirement and aims to enhance the security of payments and limit fraud during the customer authentication process.

This change ensures Strong Customer Authentication (SCA) with the requirement of providing at least 2 of the following 3 components:


  1. Something you have (e.g. mobile phone number, One Time Password, etc.)
  2. Something you know (e.g. PIN, password, etc.)
  3. A unique physical characteristic of you (e.g. biometric features such as fingerprint, face recognition, etc.)

   

Authentication via Hellenic Bank Mobile App

If you have downloaded or updated the Hellenic Bank Mobile App, during a card online transaction from a Safe@Web participating merchant a push notification will appear on your device to which Hellenic Bank Mobile App is installed. Click on the notification to login to the Hellenic Bank Mobile App. In case you do not receive a notification, you can connect to the Mobile App directly. Follow the steps on your screen to approve or reject the transaction.


This new method of authentication will be available after April 7, 2021 and will be applied automatically after your first login to the upgraded Hellenic Bank Mobile App.


Authentication via SMS OTP and additional security question

If you have not yet downloaded or updated the Mobile App, the authentication of online card transactions will be done with the submission of an One Time Password (OTP), which you will receive via SMS, and an extra element/piece of information that is known only to you.​​​​​​​

  

   

Help and support

Frequently asked questions

Need help? You can always contact us with any questions you may have, but first check our FAQ list to see if the answer's already here.

What is Safe@Web?

Safe@Web is a free service provided by Hellenic Bank and certified by both Visa (service offered to Visa cardholders branded as “Visa Secure”) and MasterCard® (service offered to MasterCard® cardholders branded as “Mastercard Identity Check™”). Safe@Web provides additional protection while shopping online with the use of your card by requiring you to login to the Hellenic Bank Mobile App or the use of a One Time Password (OTP) and the last 2 digits of your card’s PIN to complete the transaction at participating merchants.

What is a One Time Password (OTP)?

A One Time Password (OTP) is a combination of 6 digits sent via SMS to your registered mobile phone number maintained in Hellenic Bank’s records every time you use your card at a Safe@Web participating merchant. It is valid for a limited time period and only for one transaction.

How do I identify Safe@Web Participating Merchants?

You can identify Safe@Web participating merchants by looking for the “Visa Secure” and “Mastercard Identity Check™” logo at the merchant website.

Do I need to enroll to be able to use the Safe@Web?

Your card is automatically enrolled for Safe@Web. If you wish to register a mobile phone number for any of your cards please contact Hellenic Bank’s Customer Contact Centre at 80009999 when calling from Cyprus or +357 22 500 500 from other countries, Monday-Friday from 07:45-20:30 Cyprus time, except bank holidays.

How does Safe@Web work?

When you purchase online, at a participating merchant, a screen will appear with details of your current purchase, such as site name, purchase amount and date. The last digits of your registered with Hellenic Bank mobile number will also be displayed. An OTP will be generated and sent via SMS to your mobile number. You will be required to enter this One Time Password (OTP) and the last 2 digits of your card’s PIN in order to authenticate yourself and complete your purchase. If your card is enrolled in Hellenic Bank Mobile App, then you may authenticate your transaction by clicking on the push notification which will appear on your device to which Hellenic Bank Mobile App is installed,so to login to the Hellenic Bank Mobile App and follow the steps appearing on your screen to approve or decline your transaction.

How does Safe@Web protect me?

For the cards which are enrolled in Hellenic Bank Mobile App, Safe@Web protects you since your card online transactions are confirmed via Hellenic Bank Mobile App to which only you can login. For the cards which are not enrolled in the Hellenic Bank Mobile App, since your card is protected by your One Time Password (OTP), only you can use your card online at Safe@Web participating merchants. Each OTP is valid only for one purchase and therefore each time you shop at participating merchants you will be receiving a new OTP. Additionally, you will be prompted, via a security question, to enter last 2 digits of the card’s PIN, and the last 2 digits of your card’s PIN so that the transaction can be authenticated. Kindly be aware that in case of any PIN Change, the last 2 digits of such PIN must be used in Safe@Web.

Do I have to pay for Safe@Web?

No. Hellenic Bank is offering Safe@Web free of charge.

Can I opt out of the Safe@Web service?

No, the Safe@Web service is mandatory for authentication at websites that accept Visa/ MasterCard® cards and support the “Visa Secure” and “Mastercard Identity Check™” protocol.

What do I do if I have problems with the Safe@Web?

For any assistance please contact Hellenic Bank’s Customer Contact Center at 80009999 when calling from Cyprus or +357 22 500 500 from other countries, Monday-Friday from 07:45-20:30 Cyprus time, except bank holidays.

Can I purchase at merchants that do not participate in Safe@Web?

Yes. However, you will not be able to use Safe@Web. To complete the purchase at such merchants, simply follow the regular checkout process.

How does the authentication via Hellenic Bank Mobile App works?

During a card online transaction from a participating merchant, with a card that is enrolled in Hellenic Bank Mobile App, a push notification will appear on your device to which Hellenic Bank Mobile App is installed,which you must click on to, so to login to the Hellenic Bank Mobile App. Following that, you must follow the steps appearing on your screen to approve or reject your transaction.

Within how much time should I receive the push notification?

Hellenic Bank will send out the push notification almost instantly and should be received by you within minutes.

What happens if I do not receive the push notification?

In cases under which the Bank will find a systemic failure, it will send out an OTP so for you to follow the relevant steps and complete your transaction via the One Time Password (OTP) and the last 2 digits of your card’s PIN procedure.

What happens if I do not login in the Hellenic Bank Mobile App or I do not approve the transaction within a few minutes?

In case a few minutes pass and you do not login to the Hellenic Bank Mobile App or although you have clicked on the push notification and signed into the Hellenic Bank Mobile App, you do not approve your transaction on time, you must revert to the merchant’s site through which you may try to complete the purchase via the One Time Password (OTP) and the last 2 digits of your card’s PIN procedure.

What happens if I do not approve my transaction via Hellenic Bank Mobile App?

Your authentication will not be successful, and you must revert to the merchant’s site to check your purchase.

How does the One Time Password (OTP) work?

When you purchase online, at a participating merchant with a card registered with Safe@Web, a screen will appear with details of your current purchase, such as site name, purchase amount and date. The last digits of your registered with Hellenic Bank mobile number will also be displayed. An OTP will be generated and sent via SMS to your mobile number. You will be required to enter this One Time Password (OTP) and the last 2 digits of your card’s PIN in order to authenticate yourself and complete your purchase.

How do I receive the One Time Password (OTP)?

Just initiate a purchase and follow the simple instructions on the screen. During online purchase, a One Time Password (OTP) is sent to the mobile number you have registered with Hellenic Bank for your card. This OTP is valid for that transaction only.

Within how much time should I receive my One Time Password (OTP)?

Hellenic Bank will send out the One Time Password (OTP) almost instantly and should be received by you on your mobile within minutes.

What happens if I do not receive my OTP via SMS?

If the mobile number displayed on the screen during the transaction was correct, then you might have not received the SMS due to system error, telecommunication problems while sending or while receiving the SMS, dysfunction of your mobile device, etc. Please try again. Please follow the instructions on the screen or/and contact Hellenic Bank’s Customer Contact Center at 8000 9999 when calling from Cyprus or +357 22 500 500 from other countries, Monday-Friday from 07:45-20:30 Cyprus time, except bank holidays.

Does the One Time Password (OTP) expire?

The One Time Password (OTP) will be valid for a specific number of minutes from the time of generation, after which it expires.

What happens if I enter a wrong One Time Password (OTP)?

You are allowed a maximum of 3 OTP attempts after which the transaction will be terminated. Please note that in case you have used the option to receive a new OTP, you may have less than 3 attempts for submitting the OTP. Please reinitiate the purchase and you will receive a new One Time Password (OTP).

What should I do if my mobile number is not correct?

If the masked mobile number displayed is incorrect, then the transaction and any future transactions at Safe@Web participating merchants cannot be completed, until you register a valid mobile number with Hellenic Bank. Please call Hellenic Bank’s Customer Contact Center at 8000 9999 when calling from Cyprus or +357 22 500 500 from other countries, Monday–Friday 07:45- 20:30 Cyprus time, except bank holidays.

What should I do if I change my mobile number?

You should contact Hellenic Bank’s Customer Contact Center at 8000 9999 when calling from Cyprus or +357 22 500 500 from other countries, Monday–Friday 07:45-20:30 Cyprus time, except bank holidays to update your new details at your earliest convenience.

Do you have any additional questions or problems regarding shopping with Safe@Web?

You can call Hellenic Bank's Customer Contact Centre, Monday-Friday from 07:45-20:30, excluding public holidays, at 80009999 when calling from Cyprus or +35722500500 from other countries.