John Lewis credit card changes to verification

gerry125

I received an email from John Lewis credit card (Newday)  today saying that as of 20 June online purchase can’t be verified by an OTP to my phone, verification will have to be done by their app.
Thats fine for me as I have the app but my wife is a second card holder and doesn’t have the app. 

I called Newday support and was told she couldn’t get the app on her phone as well as mine, but OTP verification would continue for her.

Does anyone have any information on this? 

I foresee problems!!

WillPS

gerry125 said:

I received an email from John Lewis credit card (Newday)  today saying that as of 20 June online purchase can’t be verified by an OTP to my phone, verification will have to be done by their app.
Thats fine for me as I have the app but my wife is a second card holder and doesn’t have the app. 

I called Newday support and was told she couldn’t get the app on her phone as well as mine, but OTP verification would continue for her.

Does anyone have any information on this? 

I foresee problems!!

Why? They are mandating 2FA via app for those with app access, but not for those who aren't. Seems alright to me (if a bit of a faff, I personally find tapping 6 numbers that flash up easier than opening an app each time - but for the same reason it is less secure).

gerry125

Thanks Will
 But these are their exact words… and it doesn’t specify they only apply to users of the app. 

you may be right, I hope so! 

“From 20 June, you’ll have to use the John Lewis Credit Card app to verify online purchases.

This is the safest, most secure way to tell us it’s you – and not someone trying to steal from your account.

With scams like this becoming more and more common, for your protection we’ll no longer be texting you an OTP (one-time passcode)”

urgentcare

Double-check the email: Ensure that the email you received is legitimate and not a phishing attempt. Verify the sender's email address, look for any spelling or grammatical errors, and compare it with previous communications from John Lewis credit card or Newday.

Contact customer support again: If you have concerns or doubts about the information provided by the support representative, it's advisable to contact them again for clarification. Request more details about the changes and how they specifically apply to your wife as a second cardholder.

Visit the official website or contact the company directly: Visit the official website of John Lewis credit card or Newday and look for any announcements or updates regarding changes to their verification process. Alternatively, you can contact their customer support through official channels (phone number or email) to inquire about the specific situation with your wife as a second cardholder.

Consider alternative solutions: If it turns out that your wife won't be able to use the app for verification, discuss potential alternative methods with the credit card company. They may have alternative options available, such as using a different form of verification or providing a separate method for second cardholders.

Remember to exercise caution with personal and financial information and only share it through official and secure channels. It's always best to directly contact the company for accurate and up-to-date information about their policies and procedures.

japitts

There's an intimation that they are mandating app usage for those with access, but retaining OTP for those without. Is that correct?

I use the app for some purposes, but prefer OTP via text and am not too happy with this change. I doubt I'll get a choice ultimately, but would be interesting to know.

gerry125

the email regarding this change was valid as confirmed when I rang Newday support.
I’m surprised though that nobody else seems to have got it??
there’s no mention in the email that it only applies to primary card holder.

I can find no other way of contacting Newday,
even to contact their complaints section requires snail mail 
I have a feeling they have not thought it through for additional card holders….

japitts

You can log a complaint by phone, but I rather suspect they're trying to make it hard to log one by design.

SiliconChip

I got a very similar email today from Newday about the Pulse (ex Amazon) Mastercard. The email doesn't mention non-App users, but as I do use the App and don't have an additional cardholder it's not something that I feel the need to investigate further.

TennisFan

Thank you Gerry125 for posing the question and reporting Neways response - I was wondering just the same thing when I got the email (and txt) from them, you've saved me some telephone time !!

  I've also discovered I can set up 'Trusted Retailers' ....  which the blurb says .......  " We often add a verification step such as a one-time passcode (OTP) to the checkout process when you shop online. Add your favourite retailers to your Trusted Retailers list so we skip this step unless we need to verify it's you.", not sure how this will be impacted by these changes ?!!

 

japitts

3 other cardholders that I know (including my additional) have not been notified of this change. So it seems to be nothing to do with security issues, and everything to do with trying to force increased use of the app.

I'll gladly put my online purchases through another card rather than be forced to use their app, but will see whether any common sense comes out of their complaints process.

japitts

Having taken my complaint to the Ombudsman, it appears NewDay have an unpublished 3month reversion - once you have used the mobile app, then you are forced into having app-based OTPs although other notifications and fraud-alerts are still sent over SMS.

If you don't use the mobile app for 3months, then you revert to SMS OTPs. Be very aware if you just want to "try out" the mobile app, it has some unpublished implications.