Articles on: Q&A

Why does 3D Secure Authentication Failed?

Have you just entered your payment details and suddenly the transaction page has not loaded?

This could very well mean that the 3D Secure verification has failed.

Strong customer authentication regulations in Europe require card payments using 3DS.3D Secure (3DS) requires customers to complete an additional verification step with the card issuer when paying.

3D Secure is a layer of security that your bank requires where you'll have to enter a password or SMS code to authorise payment.

Sometimes there are problems with 3D Secure that can cause debit and credit card payments to fail. We've outlined the issues below.



Using 3D Secure

3D Secure is provided by your bank, not Viviebikes.com, and is an extra layer of security for online transactions. It's commonly referred to as "Verified by Visa" or "Mastercard SecureCode".

3D Secure is an authentication service for secure online card payment that is recommended by VISA, Mastercard, JCB and AMEX.

Conventional online card payment can be processed by entering information printed on the card such as "credit card number" and "expiry date". However, for use of 3D Secure enabled cards, "password only known by yourself" will be required for the authentication in addition to the information on the card.

3D Secure Certification

Steps for payment with 3D Secure

3D Secure Payment Steps

After you have entered your payment card details on Viviebikes.com, your bank will load a pop-up screen.

If you do not see a pop-up screen, check that your browser is supported by Viviebikes.com and your bank. You may also need to contact your bank to change how they verify your identity (for example by switching from a password to a code sent by SMS).

The appearance of the pop-up may change slightly from bank to bank, but you should expect the following information:

Visa 3D

Master 3D

Please enter the information requested and click "submit" to authenticate payment. Please note that a password is not always requested. The merchant will be listed as Viviebike.

Enrolling in 3D Secure

If you do not know your password (or you have not set up 3D Secure) you should follow the instructions on the pop-up. If you cannot see instructions, or you have any questions please contact your bank, who should be able to help.

In exceptional cases, you may see a message that says "Ops, Something went wrong" after you have successfully entered all payment details, including the correct 3D Secure password. If you see this message, it means that there has been a technical problem at the end of the ordering process, and you can contact us at support@viviebike.com for assistance.

Finally, if problems still continue, please switch to Paypal or try a different Debit/Credit Card and try it again.

Updated on: 16/11/2022

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