When you use your debit or credit card online, we may ask you to verify the card payment by either entering a one-time passcode we send you by text message, or using our App and a Digital Secure Key.
This makes it harder for fraudsters to make online card payments without your knowledge.
What to do if your online card payment gets declined
If you’ve had an online card payment declined, but your account had enough funds to cover the cost, here’s some information that might help.
As part of the new Payment Services regulations, if we need you to confirm your purchase, then the merchant you’re paying with your card needs to process the payment using a new system - something known as ‘3D-Secure’.
If the merchant isn’t ready with this new system, an error message will appear when you’re trying to complete your purchase. The error message will be from the merchant, so these types of error messages won’t always look the same.
If an online card payment is continually declined, please give us a call on 03 456 100 100 and we’ll look into this for you.
If a regular payment on your card hasn’t come out
This could also happen if you have regular payments set up on your cards to pay for certain services. These could include subscriptions for online music streaming, your gym or a regular delivery of food and other items.
You might be contacted by the company if they haven’t been able to confirm your card payment. If this happens, it won’t be possible for us to help. The retailer will need to organise this directly with you.
Keep an eye on your transactions and if it looks like something you were expecting hasn’t come out of your account, please get in touch with the company direct.
Additional steps may be required to verify that it is you who is using the card. This applies to all card payments carried out in the UK and EU.
Here’s more information about how to confirm your online card payments:
- If you’d prefer to use our App with a Digital Secure Key, watch this video about how it works