---
title: "Why was my payment declined by 3-D Secure?"
description: "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."
url: "/docs/troubleshooting/why-was-my-payment-declined-by-3d-secure/"
category: "Troubleshooting"
---

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.

## Related

- [Why did my customer's payment fail?](/docs/accepting-payments/why-did-my-customers-payment-fail/)