You may see a payment authorization error or miss a validation notification when paying with a Spendesk virtual card. This article explains how to fix common authorization issues and how strong customer authentication (SCA) works for your card type.
For: All Spendesk cardholders using virtual or physical cards.
Before you start
Install the Spendesk mobile app. It's required for most payment validations in EEA.
Enable notifications for the Spendesk app in your phone's settings.
Add or update your phone number in your Spendesk profile (Avatar > My Profile).
Fix "An error occurred when authorizing/declining the operation" error
This error can appear after reinstalling the Spendesk app. Follow these steps in order:
Verify notifications for the Spendesk app are enabled in your phone's settings.
Open the Spendesk app.
Attempt to authenticate manually. If there's a pending action on your account, it displays automatically.
Confirm no other devices are linked to your Spendesk account for authentication.
Update your phone number in Avatar > My Profile.
If the error persists, delete and reinstall the Spendesk app.
Authorize online payments with EUR virtual cards
💡 Tip: SMS codes aren't supported for EUR (EEA) wallets. You must use the Spendesk mobile app to validate payments.
Install the Spendesk mobile app.
Start checkout with your virtual card.
Open the push notification you receive in the Spendesk app.
Approve the payment directly in the app.
Authorize online payments with GBP virtual cards
Navigate to Avatar > My Profile in Spendesk.
Confirm your current phone number is registered.
Start checkout with your virtual card.
Enter your Payment Password (4 capital letters, for example "ERFX") when prompted.
Enter the One-Time Password (OTP) sent to your phone via SMS.
Find your Payment Password
Your Payment Password is the same for all GBP (Adyen) Visa cards linked to your user, even across multiple companies. Find it in any of these locations:
Spendesk mobile app: Navigate to My Profile > Security Options > Payment Passwords and select "Reveal password."
The details page of any physical card.
The details page of any virtual card.
Troubleshooting
Symptom: You don't receive a payment notification on the mobile app, even though you see "Notification sent" on desktop.
Cause: Notifications may be disabled, or the app connection has an issue.
Resolution:
Open the Spendesk app and authenticate manually.
Enable notifications for the Spendesk app in your phone's settings.
If the issue continues, delete and reinstall the Spendesk app.
Symptom: You don't receive an SMS code for a GBP card payment.
Cause: Your phone number may be incorrect, or your device's time settings may be wrong.
Resolution:
Verify your phone number under Avatar > My Profile.
Set your mobile device's time to "AUTOMATIC."
Select "Send a new code."
Restart your phone if the code still doesn't arrive.
Contact Spendesk support with your mobile network provider name, location, phone number, and the date and time of your last attempt.
👥 Roles: Anyone can update their own phone number and Payment Password settings.