If you’re having trouble with your payment, this may be due to 3D Secure authentication failure or a 3D Secure error. 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.
You may know 3D Secure as "Verified by Visa" or "Mastercard SecureCode".
After you have entered your card details, your bank will load a pop-up screen containing the 3D Secure form.
In certain cases, you may be returned to the ’Pay now’ screen after you have entered all payment details, including the correct 3D Secure password. If this happens, it means that there has been a technical problem with the payment.
If you do not see a pop-up screen, you may need to check your browser settings, or there could be a communication issue with your card supplier. In this case there will be a pause while the system tries to contact the bank but then you will be returned to the ’Pay now’ screen.
You can try to make the payment again but if you still experience the same problem, please contact us via the contact form or via email and let us know when the issue occurred. We will reply with instructions as to what to do next. (Please check your spam folder if you have not heard from us.)