Who this article is for: CleverCards Cardholders who are asked for an extra security check when paying online.
What are 3DS and SCA?
3DS, short for 3D Secure, is the extra check some websites ask for when you pay by card. SCA, short for Strong Customer Authentication, is the European rule that requires that check. In practice they mean the same thing to you: confirming that it really is you making the payment.
Whether you are asked to verify a payment depends on the retailer and the payment itself, for example the amount you are spending. It is a security measure, not a sign that anything is wrong.
How do I complete the check?
When you are prompted, you have two options.
Option 1: verify in the CleverCards App
Open the CleverCards App on your phone and approve the payment there. Once approved, go back to the retailer's screen to finish your purchase.
Option 2: verify by SMS
If you cannot get to the App, select Send me a verification code. You will receive a 6-digit code by SMS. Enter that code together with your 4-digit PIN. If you have forgotten your PIN, see Your PIN: what it is, resetting and updating.
Once the retailer confirms the payment, you will see confirmation on screen and the transaction will appear in your CleverCards transaction history.
Why was my 3DS or SCA check declined?
The most common reasons are:
The code or PIN entered was incorrect
The one-time code had already expired, as these are only valid for a short time
There were not enough funds on the card to cover the purchase
The card details entered were incorrect, such as the card number, expiry date or CVV
If your verification codes are going to an old phone number, see Changing the phone number linked to your CleverCard.
Repeated incorrect PIN or code attempts can temporarily lock your card. See Declined transactions, locks and card errors.
My payment was declined and I wasn't asked to verify it
If your payment was declined without you being asked to complete a security check, the most likely reason is that the retailer's checkout did not request 3DS.
Under SCA rules, most online card payments must be verified. If the retailer does not request this check, the payment has to be declined. This is controlled by the retailer, so CleverCards cannot override it.
You can try one of the following:
• Pay with Apple Pay or Google Pay at the retailer's checkout, if they accept it. These payments are verified on your phone with your fingerprint, face or passcode, so a separate 3DS check is not needed.
• Contact the retailer and let them know the payment was declined because 3DS was not requested.
• Use your card with a different retailer.
To pay with Apple Pay or Google Pay, your CleverCard needs to be added to your phone's mobile wallet first. See Paying with your CleverCard: in-store, online and split payments.