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-ProtectBuy
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FAQ - ProtectBuySM
1. What is ProtectBuy?
2. How does ProtectBuy work?
3. Can I register with my existing HDFC Bank Card or do I need to apply for a new one?
4. My spouse and I both have the same card number. How does ProtectBuy work for both of us?
5. How do I register my HDFC Bank Diners Card?
6. Can I register my non-Diners Cards for ProtectBuy?
7. After I register, how long does it take to activate for my card?
8. Once I have registered for ProtectBuy, how do I use ProtectBuy when I shop online?
9. Do I need any special equipment or software on my computer?
10. Can I use ProtectBuy from any computer?
11. What is a Personal Assurance Message or Personal Greeting?
12. Where can I shop with ProtectBuy?
13. How will the online store know that I have ProtectBuy?
14. What if I forget my password?
15. Can I get the benefit of ProtectBuy security at online stores that are not participating in the service?
16. I have just received a renewed card, do I have to re-register?
17. How do I unblock my card?
18. If I suspect someone has stolen my password or has used it to make fraudulent purchases, what should I do?
19. What happens if I shop at a ProtectBuy merchant website while I'm not registered for this service?
20. How can I register for ProtectBuy if my mobile no. / email id is not updated with the Bank?
21. In which instances are the One Time Password (OTP) process applicable?
22. How can I register / reset password for ProtectBuy, if mobile no. / email id is not updated in the bank's records? (This is already mentioned above)
23. On which email id will I receive the OTP?
24. How long does it take for the OTP to get delivered?
25. What is the validity of the OTP?
26. What will happen if I try to register again & generate an OTP within 2 hours?

What is ProtectBuy?  
ProtectBuy is a service that provides additional cardmember authentication for online purchases made at participating merchants. ProtectBuy helps you to choose your own personal password, which you can enter while doing any purchase over the internet.

How does ProtectBuy work?  
ProtectBuy protects you against fradulent transactions by providing a password, just like you use your PIN at an ATM. Below are simple steps to do a transaction online in a secure and convinient manner:

  1. Select the goods and services you want from the merchant site and proceed to the payment page.
  2. Enter your HDFC Bank Diners Credit Card number and the online store will connect with HDFC Bank to check whether your Card is enabled for ProtectBuy.
  3. Once the bank confirms that your card is enabled for ProtectBuy,HDFC Bank displays a ProtectBuy pop-up window on your computer screen. The page will also include your Personal Assurance Message (PAM)/ Personal Greeting.
  4. Look for your PAM/ Personal Greeting and after confirmation enter your password. Once the password is correctly entered, HDFC Bank would confirm your identity to the merchant.
After confirmation of your identity, your payment is authorized and your order is placed. It's that simple!

Can I register with my existing HDFC Bank Card or do I need to apply for a new one?  
You can register only your HDFC Bank Diners Cards for ProtectBuy service.

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My spouse and I both have the same card number. How does ProtectBuy work for both of us?
ProtectBuy works for both of you - only the primary card has to be registered.

How do I register my HDFC Bank Card?
You need to register for the service through the HDFC Bank Website or through any participating online shopping site when prompted for registration.

Can I register my non-Diners Card for ProtectBuy?  
Currently, ProtectBuy service is available only for Diners Credit Card.

After I register, how long does it take for ProtectBuy to become active for my card?
The added protection of ProtectBuy is available on your HDFC Bank Diners Card as soon as HDFC Bank confirms that your registration is successful. You may begin shopping at participating stores post successful registration.

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Once I have registered, how do I use ProtectBuy when I shop online?
Once you have successfully registered, you will be able to use ProtectBuy service immediately on participating merchant sites.

Do I need any special equipment or software on my computer?
No. All you need is an Internet connection and Internet Explorer 5.0 and above/ Mozilla Firefox 1.5 and above/ Netscape Navigator 8.1 and above. To find out if your browser is compatible, go to the "Help" menu on the upper right-hand side of your browser and select the "About" option. It should tell you about the version of the browser installed on your computer.

Can I use ProtectBuy from any computer?
You can use ProtectBuy from any PC that has an Internet connection and Internet Explorer, 5.0 and above/ Mozilla Firefox 1.5 and above/ Netscape Navigator 8.1 and above .

What is a Personal Assurance Message or Personal Greeting?  
When you register for ProtectBuy through website, you may be asked to create a Personal Assurance Message/ Personal Greeting. When you pay online, always look for this Personal Assurance Message/ Personal Message to ensure that HDFC Bank is authenticating you.  
When you register for ProtectBuy while doing a transaction online, you would be shown a Default PAM/Personal Greeting: “We understand your world”. Once you have successfully registered, you can change this message by visiting our website.

Where can I shop with ProtectBuy?  
Look for the ProtectBuy logo on participating online stores.  

How will the online store know that I have ProtectBuy?  
Participating online stores will automatically recognize your Diners card number if you have registered it for ProtectBuy and a pop up will be shown asking for your ProtectBuy password.

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What if I forget my password?  
If you forget your password, you may reset your password after entering your Credit Card number, Card Expiry Date and ATM PIN (or CVV2 and Date of birth along with your mobile number and email id)

Can I get the benefit of ProtectBuy security at online stores that are not participating in the service?
No. However a number of online stores have the service available to them. In the meantime, if an online store you trust is not yet participating, you may perform the transaction using NetSafe. Click here to know more (http://www.hdfcbank.com/personal/payments/netsafe/netsafe.htm)

I have just received a renewed card, do I have to re-register?
You do not have to re-register your renewed card since the card number remains the same. You will have to re-register only if your card number has changed due to card replacement/ reissue/ upgrade.

How do I unblock the card?
Incase your card gets blocked, please contact your nearest Customer Call Centre (for Credit Cards)

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If I suspect someone has stolen my password or used it to make fraudulent purchases, what should I do?
Contact HDFC Bank immediately at your nearest customer call centre and report the same.

What happens if I shop at a ProtectBuy enabled merchant website while I'm not registered for this feature?
You will be prompted for online registration for ProtectBuy through a pop up screen. You would need to authenticate yourself with your Credit Card number, Card expiry date and ATM PIN or CVV2 and Date of birth, along with your mobile number and email id. A One Time Password one will be sent to your email id instantly, which has to be used to complete the registration process. Thereafter, you can continue shopping on the merchant website. If you decide not to register immediately and cancel the pop up screen, your transaction will not get authorised and you would not be able to complete the transaction on such websites.
Therefore, it is strongly recommended that you should not cancel the pop up screen and should register for ProtectBuy as it protects you from online frauds.

How can I register for ProtectBuy if my mobile no. / email id is not updated in my Credit Card records with the Bank?
If your email id/ mobile no is not updated with us, please update your details in our system by calling our Customer Care Center & try to register later. It is mandatory to register atleast 1 email id & mobile no with the Bank. In addition, if you have recently changed your mobile number or email id update the same with Bank.

In what instances is the One Time Password (OTP) process applicable?

  1. Registration through HDFC Bank website
  2. Registration during shopping online
  3. Password re-set through HDFC Bank website
  4. Password re-set while shopping online

How can I register / reset password for ProtectBuy if mobile no. / email id is not updated in the bank's records?
You will have to first have the details updated in our system by calling our Customer Care Center & attempt to register after 1 working day. It is mandatory to have atleast 1 email id & mobile no. The same will apply if there is a recent change in mobile no. or email id.

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On which email id will I receive the OTP?
If there are 2 email ids updated in our system, OTP will be sent to both the email ids. However, only one of them is required for validation during registration / password reset.

How long does it take for the OTP to get delivered?
OTP will be delivered to registered mobile number/email idin less than a minute. Please ensure that you also check your Spam, Junk and all other folders for the OTP mailer from HDFC Bank.

What is the validity of the OTP?
OTP is valid for 2 hours. If you do not use it within 2 hours of generation of OTP, it expires. If the OTP generated through earlier request has expired, you will have to attempt the registration again to generate the new OTP.

What will happen if I try to register again & generate an OTP within 2 hours?
A message will be displayed on your screen stating “Your earlier request is being processed. If you do not receive your OTP within 2 hours, please try again later”. Only on expiry of OTP generated through earlier request, you can attempt registration/ password reset again to generate another OTP.

 

 

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