Go to websitellms.txt

Why was my payment declined by 3-D Secure?

3-D Secure is the customer's bank asking them to confirm the payment — a code, a banking-app tap, or a fingerprint. If it's not completed, the payment is declined. The fix is to retry and finish the check.

3-D Secure is a security step where the customer’s bank asks them to confirm the payment — usually a code, a tap in their banking app, or a fingerprint. If that step isn’t completed, the bank declines the payment. It isn’t a problem with your account; it’s the bank verifying the cardholder.

Why it happens

  • The customer didn’t finish the verification prompt (closed it, timed out, or didn’t see the app notification).
  • The bank needs extra confirmation for that payment and the customer didn’t complete it.
  • The customer’s banking app or number for approvals isn’t set up on their side.

What the customer should do

  1. Try the payment again and stay on the screen when the bank’s prompt appears.
  2. Approve it in their banking app, or enter the code the bank sends.
  3. If nothing appears, they may need to contact their bank to enable app approvals or check their details.

There’s nothing to change on your side — 3-D Secure protects both you and the customer against fraud, and completing the check is all that’s needed.

Was this helpful?
Related
Accepting paymentsWhy did my customer's payment fail?Most failed payments are the customer's bank declining the card, a 3-D Secure check that wasn't completed, or an expired checkout. Here's what each means and what to try.TroubleshootingA payment says "failed" — what do the error codes mean?A failed payment is grouped by where it failed — validation, risk, compliance, the customer's bank, or capture. Here's what each group means and who can fix it.
Book a demo