3-D Secure verification failed
Short answer
3-D Secure is the step where your customer’s own bank checks it is really them, often with a code or their banking app. If it failed, nothing was charged, and they can try again or ask their bank.What it is
After your customer types their card, their own bank may ask them to confirm it is them, with a code sent to their phone or a prompt in their banking app. That step is 3-D Secure. It belongs to their bank, not to us or you.
What the payment says
| Message | What to tell your customer |
|---|---|
| The card requires authentication to complete this payment. | Try again, and finish the step their bank shows. |
| Card authentication failed. | Try again, or ask their bank about it. |
Either way, no money was taken. The payment says Incomplete.
Common reasons
- The code went to an old phone number their bank has on file.
- The code expired, or they closed the page before finishing.
- Their bank’s app was not set up on their phone.
Only their bank can fix these. Send them the link again once they have.
While it is happening
A payment waiting on that step says Authenticating. Wait for them to finish: it changes on its own.