3DS troubleshooting
3DS pop-up window not opening (Desktop)
Ensure your AdBlock or any similar extension is disabled before attempting a payment.
Disable your VPN.
Code not received (Mobile via SMS)
Verify that your phone number is correctly filled in under Avatar > My Profile before making a payment with 3DS security. Otherwise, you won’t receive the code.
Ensure your mobile device’s time is set to "AUTOMATIC" and not manual.
If the code doesn’t arrive immediately, try clicking on "Send a new code."
If this doesn’t work, restart your phone.
If the code still doesn’t arrive, contact our team via chat with the following information:
The name of your mobile network provider (e.g., Vodafone, EE).
Your geographical location.
Your phone number
Date and time of last attempt
Some network providers may not yet be supported by our confirmation code partner. With the above details, we’ll do our best to resolve the issue.
Code received late
Restarting your phone often resolves this issue.
If delays occur consistently, contact our support team.
Possible reasons include:
Your network provider may not be supported by our partner.
Your phone’s date and time settings are not set to "AUTOMATIC."
There is a temporary outage.
Code/Text message sent despite recurring payments
If you’re using a recurring card, note that our banking partner applies thresholds. After the first payment and amounts exceeding €500, 3DS confirmation may still be required even if the merchant has requested an exemption for recurring payments.
Notification not received on the mobile app (by notification and validation)
If you see the "Notification sent" screen on the desktop but don’t receive the notification:
Open the app and authenticate manually. If there is an action pending on your account, it will be displayed automatically.
Ensure notifications for the Spendesk app are enabled in your phone’s settings. Once enabled, try logging in again.
If this doesn’t work, delete and reinstall the app to resolve the issue.
Note: A user can only have one device registered at a time.
Revert to SMS verification (Mobile app users)
Unfortunately, it is not possible to revert to SMS verification. This new two-factor authentication method is more secure than SMS OTPs, which are more vulnerable to hacking. It is mandatory under PSD2 regulations in Europe, and all European banking services are required to implement this process.
FAQ
What should I do if I don’t receive the 3DS code?
Double-check your phone number under Avatar > My Profile.
Ensure your mobile device’s time is set to "AUTOMATIC."
Try restarting your phone or clicking on "Send a new code."
Why do I need to use the mobile app for verification?
The mobile app provides enhanced security.
Can I use multiple devices for 3DS authentication?
No, only one device can be registered for authentication at a time.
What if my mobile network provider isn’t supported?
Share your network provider’s name and location with our support team via chat. We’ll do our best to address the issue with our confirmation code partner.