Problems making payment with 3D Secure

If you're having trouble with your payment, it may be due to 3D Secure authentication failure or a 3D Secure error. 3D Secure is a layer of security that your bank requires where you'll have to enter a password or SMS code to authorise payment. Sometimes there are problems with 3D Secure that can cause debit and credit card payments to fail. We've outlined the issues below.

Using 3D Secure
3D Secure is provided by your bank, not, and is an extra layer of security for online transactions. It's commonly referred to as "Verified by Visa" or "Mastercard SecureCode".

After you have entered your payment card details on, your bank will load a pop-up screen.

Important If you do not see a pop-up screen, your browser may no longer be supported or your virus protection software is blocking it or you are using a VPN. You may also need to contact your bank to change how they verify your identity (for example by switching from a password to a code sent by SMS).

The appearance of the pop-up may change slightly from bank to bank, but you should expect the following information:
3D Secure Popup

Please enter the information requested and click "submit" to authenticate payment. Please note that a password is not always requested.

Enrolling in 3D Secure
If you do not know your password (or you have not set up 3D Secure) you should follow the instructions on the pop-up. If you cannot see instructions, or you have any questions please contact your bank, who should be able to help.

I am not having a problem on other sites If a website is not using 3D Secure, your bank account or card details are not fully protected. 3D Secure is essential for your protection, it is the online equivalent of in person chip and pin. Some banks support is better than others and this can lead to delay or ‘freezes’ during authorisation. However, we feel that the protection of our customers data is paramount.