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Confirming online card payments

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.

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.

Unfortunately, your payment has failed because the merchant hasn’t requested the required verification for this payment.  The transaction was not declined by us.  We suggest you contact the merchant directly and ask for other ways they can accept your payment to complete your purchase.

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:
  • Find out how to download our App on compatible devices.

    • If you’d prefer to use a one-time passcode we text to your mobile phone, all we need is your up to date mobile number.

    If you have our Mobile App, you can update your mobile number in your ‘Profile’.

    We'll be adding another option in the next few months in case you’re not able to verify online card transactions using these two options. In the meantime, please call us if you’re having any trouble.

    Need some help getting set up on one of the options above?

    1. Download and start using our App

    2. Make sure we have your correct mobile number.

    Review your mobile phone number in our App

    If you don’t have our App, please check and update your mobile number if you need to next time you call us.

    If you think you’ll need an alternative to our App or text message options to confirm online payments in the future, please mention this to us next time you call.

    Frequently asked questions