Some Frequently Asked Questions & Some Helpful Answers

About this service

Mastercard® Identity Check™ is a service that allows you to securely make online purchases using your Creation issued Credit Card. When making purchases with participating online retailers, you may be asked to enter a One-Time Passcode sent by SMS and 2 randomly specified characters from your Online Payment Code which will then be verified by Creation to validate your identity. This service provides an enhanced level of security for your online shopping.

Mastercard® Identity Check™ is quick and easy to use. You don’t need a new card or any special software.

Mastercard® Identity Check™ can be used from just about any computer or mobile with an Internet connection. There's no special software to install and you can shop online with participating Mastercard® Identity Check™ retailers with added security.

Shopping with Mastercard Identity Check

If you suspect a fraudulent purchase has been made using your Creation issued Credit Card, please visit our dedicated Card Disputes Portal or contact us immediately on 0371 376 1489*.

Online retailers will need to ‘register’ to be able to participate in the Mastercard® Identity Check™ service. Only when shopping with these online retailers will you sometimes be requested to enter your One-Time Passcode (OTP) sent by SMS and randomly specified characters from your Online Payment Code (OPC). Over the coming months, more and more online retailers will become participating Mastercard® Identity Check™ online retailers. Most online retailers will display the Mastercard® Identity Check™ logo, so look for this when shopping online. If the online retailer is not yet participating, you will still be able to make your purchase, but not as part of the Mastercard® Identity Check™.

Online Payment Code (OPC) and One-Time Passcode (OTP)

An Online Payment Code (OPC) is a unique 5-digit number which you create within your Creation Mobile App or Online Account Manager. It is one of the two ways used to authenticate the online transaction you are trying to make so that we can validate it is you and protect you from fraud.

Please do not confuse the OPC with your existing 6-digit code for accessing the Creation Mobile App or Online Account Manager.

Under no circumstances should you share your Online Payment Code with anyone including Creation staff.

If you have not created your OPC yet, just head into the Creation Mobile App or your Online Account Manager.

If using your Creation Mobile App, you will find the option under ‘Cards’ – ’Set Online Payment Code’.

If using your Online Account Manager, you will find the option within ‘My Profile’ - ‘Online Payments’.

Here you can also change your OPC later if you need to.

Please remember that each card linked to your account requires a separate OPC.

When making an online purchase with your Creation issued Credit Card, if we need to confirm your identity, you will be asked to enter 2 digits from your OPC. These digits will be requested at random.

Under no circumstances should you share your OPC with anyone including Creation staff once it has been created.

You can find your OPC in your Creation Mobile App under ‘Cards’ or in your Online Account Manager within ‘My Profile’ – ‘Online Payments’. Please remember, Creation staff won’t be able to tell you your OPC.

If you enter your OPC incorrectly more than 3 times when making an online transaction with your card, for security purposes your transaction will not be processed and you will be automatically returned to the online store to enter another form of payment to complete your purchase.

A One-Time Passcode (OTP) is a unique 6 digit number which is sent to your mobile number registered at Creation via SMS^. It one of the two ways used to authenticate the transaction you are trying to make so that we can validate it is you and protect you from fraud.

^Please be aware that from July 2021 you will only be able to receive OTPs via SMS, so make sure you’ve registered your current mobile number with us in your Creation Mobile App or Online Account Manager.

If you do not recognise your mobile number from the last four 4 digits displayed on screen, please go to your Online Account Manager or the Creation Mobile App and update your mobile number. Alternatively you can call customer services on 0371 376 9214*.

If you do not receive the SMS containing your OTP, please ensure you have the correct mobile number registered in your Online Account Manager or Creation Mobile App. Alternatively you can select ‘Resend OTP’ which will resend the One-Time Passcode. If you are still having issues, please call customer services on 0371 376 9214.*

Your One-Time Passcode has an expiration period of 5 minutes. If this time is exceeded, you will need to re-enter your payment details with a new Passcode.

If you enter your OTP incorrectly more than 3 times when making an online transaction with your card, for security purposes your transaction will not be processed and you will be automatically returned to the online store to enter another form of payment to complete your purchase.

Still need help? For further assistance please contact Creation on 0371 376 9214*.