Reporting Suspicious Cards

Code 10 Calls. The Right Action When Something Seems Wrong

You suspect a Visa card has been altered. Or a customer's behaviour makes you suspicious. When something about a Visa card transaction seems wrong, a Code 10 authorization call can help prevent fraud, without alarming your customer.

Here's what you and your staff need to know:

Making a "Code 10" call

  • Call your Visa Authorization Centre and identify your call as a "Code 10" authorization.
  • Your "Code 10" alerts the centre that you suspect something may be wrong, without alerting your customer.
  • You'll be asked a series of "Yes" or "No" questions to verify the authenticity of the card.
  • Either you will be given an authorization number so that you can complete the transaction
    OR
  • You will be asked to retain the Visa card.

Tip

Keep a copy of this information, plus your Visa Merchant Identification Number and Visa Authorization Centre phone number, near your point of sale and ensure all new staff are familiar with Code 10 procedures.

You should be suspicious if:

  • The appearance of the Visa card appears to have been altered or suggests tampering. For example, peeling holograms, melted or worn numbers.
  • The account number embossed on the Visa card and the account number displayed on your electronic terminal do not match.
  • The small four-digit number printed above or below the account number does not match the first four numbers of the raised account number.
  • The signature on the sales slip clearly does not match the signature on the card.
  • A customer's behaviour when presenting the Visa card for payment feels wrong – for example, a customer arrives at closing time and tries to rush the transaction.

Stop a fraudster. Get rewarded.

Visa will pay a reward of up to $1,000 for information leading to the arrest and conviction of anyone involved in the use of counterfeit cards.