---
id: help.troubleshooting.three-d-secure
title: "3-D Secure verification failed"
canonical: https://docs.secureprocessing.app/help/troubleshooting/3-d-secure-failed
description: "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."
last_verified: 2026-11-02
---

# 3-D Secure verification failed

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.

Who can: Owner, Administrator, Developer, Analyst, Support, Viewer can see this in [Payments](https://dashboard.secureprocessing.app/payments).

## 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.

## Related

- [Why was a payment declined?](https://docs.secureprocessing.app/help/payments/why-was-it-declined.md)
- [What your customer sees when they pay](https://docs.secureprocessing.app/help/payments/what-your-customer-sees.md)
- [My customer says they paid, but the payment isn’t Paid](https://docs.secureprocessing.app/help/troubleshooting/customer-says-they-paid.md)

Still stuck? Write to [admin@secureprocessing.app](mailto:admin@secureprocessing.app) with the payment’s id and the message your customer saw.