Two-Step Verification - FAQs

What is Two-Step Verification and how does it work?

Two-Step Verification is replacing the older system of authentication questions that we used to verify your identity online, for example, the make of your first car or your mother's maiden name.

Instead, it uses a unique security code that we send you via SMS (text) or voice message to your mobile device or land line.

How it works

When we need to verify your identity online, there are two key steps:

Step 1: Login as you normally would by using your login credentials. Most of the time this is all you need to do to login.

Step 2: If we need to verify your identity further, for example, when you login from a device we don't recognize or if you're changing your password, we prompt you to get a one-time security code by text or voice message. When you get your security code, you simply enter it onto the MBNA online banking screen and continue banking

We only require you to use Two-Step Verification when you login from a device we don't recognize. A recognized device is any device that you regularly use to access your MBNA online banking accounts.

To view, update and add phone numbers to receive one-time security codes, go to Security Settings. Please note that standard wireless carrier message and data rates may apply for text messages.


How often will I be required to use Two-Step Verification?

We only require you to use Two-Step Verification when we need to verify your identity, for example, when you login from a device we don't recognize. A recognized device is any device that you regularly use to access your MBNA online banking accounts.

If you would like to increase this frequency, which is your personal preference and not required, you can view and change your login options in Security Settings to one of the following:

  • Every time you login to the MBNA online banking website – You can have a one-time security code required for every login to the MBNA online banking website.
  • Every time you login to the MBNA app and the MBNA online banking website – You can have a one-time security code required for every login to the MBNA app, as well as the MBNA online banking website.


Will I have to do Two-Step Verification when I travel?

Two-step verification is required when you login to your account from a device we don't recognize. A recognized device is a device that you have used to login to access your MBNA online banking accounts before.

Travelling tips

  • If you are bringing your own mobile device, download the latest version of the MBNA app and make sure to login at least once before you leave for your trip
  • If you travel and have access to a land line or mobile phone number that you trust at your destination, we recommend adding that phone number to your Security Settings, before you leave

Travelling without access to a phone number

If you get challenged and you don't have access to your recognized device while you are travelling, you can call us collect, free of charge, at 1-613-907-3505. We will be happy to help you get access to your account.

Coming soon...

We're listening to your feedback and are actively working on more options for when you travel. We're excited to bring them to you soon.


Why is MBNA replacing challenge questions with Two-Step Verification?

We are dedicated to continually improving security for our customers. As part of this, we are replacing the older system of challenge questions with Two-Step Verification to provide enhanced security for your online accounts.

The Two-Step Verification provides an added layer of security to help keep your accounts safe from hackers or unauthorized users. A one-time security code is sent to you either by text message, or by voice message to a mobile or land line. Once received, you simply enter the code on the MBNA screen and continue banking. This confirms it's really you accessing your MBNA accounts. Please note that standard wireless carrier message and data rates may apply for text messages.


Do I have to have a mobile phone to use Two-Step Verification?

No, you don't have to have a mobile phone to receive one-time security codes. You can also use a land line and receive your code by voice message. You can add up to 5 phone numbers to receive your unique security codes, so you can access your accounts no matter where you are.

Travelling without access to a phone number

If you get challenged and you don't have access to your recognized device while you are travelling, you can call us collect, free of charge, at 1-613-907-3505. We will be happy to help you get access to your account.


How many phone numbers do I have to add for Two-Step Verification?

You must always have at least one phone number available, mobile or land line, to receive one-time security codes, and you can add a total of five phone numbers.

We recommend you add more than one phone number for several reasons:

  • If you travel with a different SIM card or phone number
  • If you travel and have access to a land line or mobile phone number that you trust at your destination, we recommend adding that phone number to your Security Settings, before you leave
  • To make sure you can access your accounts, no matter where you are
  • When your primary phone is not nearby
  • If your primary phone is lost or not working

To view, update and add phone numbers to receive one-time security codes, go to Security Settings.


Can I use an international phone number to receive one-time security codes with Two-Step Verification?

Yes, you can use international phone numbers to receive one-time security codes. An international number can be your primary phone number or one you use when travelling. You can add either a mobile phone or a land line number – no extensions allowed. Go to Security Settings to view your phone list and to add or delete phone numbers to receive one-time security codes.

Travelling tips

  • If you are bringing your own mobile device, download the latest version of the MBNA app and make sure to login at least once before you leave for your trip
  • If you travel and have access to a land line or mobile phone number that you trust at your destination, we recommend adding that phone number to your Security Settings, before you leave
  • If you get challenged and you don't have access to your recognized device while travelling, you can call us collect, free of charge, at 1-613-907-3505. We will be happy to help you get access to your account.

Coming soon...

We're listening to your feedback and are actively working on more options for when you travel. We're excited to bring them to you soon.


Why can't I receive one-time security codes by email?

One-time security codes through SMS or voice message provide a higher level of security to protect your MBNA account information.

Two-Step Verification works with your current online banking password and a one-time security code we send you via SMS or voice message to your mobile device or land line.


Why do I need to provide an email address and when is it used?

We need your email address so that we can send you security alerts. Security alerts are emails that we send to you whenever changes are made to your secure information, including:

  • After you complete your initial security setup
  • Any time you change your username or password
  • If you need to retrieve your username
  • When you make changes to your security phone, email or login option
  • Should you ever be locked out of the MBNA online banking website or MBNA app

You can view and update the email address for your security alerts in your online banking Security Settings. The security email that you provide under Security Settings will not be used for marketing purposes and you won't receive one-time security codes to your email address.


How do I update my security settings for Two-Step Verification and email security alerts?

You can view and update your phone numbers, email for security alerts, and login options in Security Settings within the MBNA online banking website and the MBNA app.


Can I use a different email address for my profile and for receiving email security alerts?

Your security email address is where we'll send security alerts whenever changes are made to your security information. You can update your security email address in Security Settings. The security email you provide under Security Settings will not be used for marketing purposes and you won't receive one-time security codes to your email address.

For the MBNA online banking website, your profile email is the address associated with your account, and can be updated in My Profile. Changing your security email address will not change your profile email address.


What should I do if I have poor or no cellular reception within Canada?

If you have poor or no cellular reception while in Canada, try Wi-Fi Calling. This smartphone feature is available from your mobile phone carrier and allows you to receive SMS over a Wi-Fi connection when you have little or no cellular network coverage. Please contact your wireless provider for more information.