3D Secure (3DS) is an additional security measure used by banks to help protect against fraudulent credit card transactions.
When a payment requires verification, your bank may ask you to confirm your identity before the transaction can be completed. This may be done through a one-time passcode, a banking app notification, or another authentication method provided by your bank.
CreditorWatch has introduced 3DS verification for eligible card payments to improve payment security, reduce fraudulent transactions, and minimise chargebacks and disputed payments.
Why am I being asked to complete 3DS verification?
You may be asked to complete 3DS verification when:
Adding a new credit card payment method
Updating an existing credit card
Making a payment that requires additional verification by your card issuer
Completing certain credit card authorisation or payment requests
Not every transaction requires additional verification.
In some cases, your bank may approve the transaction automatically without requiring any action from you. This is known as frictionless authentication.
If verification is required, a prompt from your bank will appear asking you to confirm the transaction before it can proceed.
Free trial credit card verification
To support 3DS verification during free trial registrations, a temporary $1 pre-authorisation is placed on the card.
This amount is not charged and is automatically released by the bank. The pre-authorisation allows the 3DS verification process to occur during signup.
What do I need to do?
If your bank requests 3DS verification:
Follow the instructions provided by your bank.
Complete the authentication using the method requested, such as:
SMS verification code
Banking app approval
Another authentication method supported by your bank
Wait for the authentication process to complete.
Once approved, your payment or card update will continue automatically.
Before you start
Before completing a payment, make sure:
Your mobile number and contact details are up to date with your bank
You have access to the authentication method required by your bank
Your browser settings or pop-up blockers are not preventing authentication windows from opening
Most customers will only need to complete this verification step when requested by their bank.
Troubleshooting 3DS verification
The authentication failed
If your bank cannot verify the transaction, the payment may be declined.
Try the payment again and carefully follow the verification process provided by your bank.
I didn't receive a verification code
3DS verification is managed by your bank, not CreditorWatch.
Check the following:
Your mobile reception and signal strength
Your contact details are current with your bank
Whether your bank is sending approval requests through its mobile app instead of SMS
If the issue continues, contact your bank for assistance.
I accidentally closed the verification window
Start the payment process again. A new authentication request may be generated by your bank.
My browser timed out
Authentication sessions can expire if left inactive.
Restart the payment process and complete the verification promptly when requested.
I still need help
If you cannot complete your payment after multiple attempts, contact the CreditorWatch Support Team.
Please provide:
The date and time of the payment attempt
The last four digits of the card used
Any error messages displayed
A screenshot, if available
Providing this information will help us investigate the issue more efficiently.