3DS Common Issues
3DS (Three-Domain Secure) is a security layer that protects online card payments. When making a purchase, you may be asked to verify your identity either via a one-time code sent by SMS or via a push notification in the Spendesk mobile app.
This article covers the most common issues you may encounter during the 3DS authentication process and how to resolve them.
3DS pop-up window not opening (Desktop)
If the 3DS verification window does not appear when making a payment:
Disable AdBlock or similar browser extensions — Ad blockers can prevent the 3DS pop-up from loading. Temporarily disable any active extensions and retry the payment.
Disable your VPN — A VPN connection can interfere with the authentication flow. Turn it off and try again.
Check your internet connection — Make sure your connection is stable. If possible, switch to a different network (e.g., switch from Wi-Fi to mobile data) to test.
SMS code not received
Before making a payment with 3DS, check the following:
Verify your phone number — Go to Avatar > My Profile and confirm your mobile number is correct. An incorrect number means you will not receive the code.
Check your device time settings — Make sure your phone's date and time are set to Automatic (not manual).
Request a new code — If the code has not arrived within a minute, click "Send a new code" on the verification screen.
Restart your phone — This often resolves delivery delays caused by temporary network issues.
Still nothing? Contact our support team via chat and share the following:
Your mobile network provider (e.g., Vodafone, Orange, EE)
Your geographical location
Your phone number
The date and time of your last attempt
Note: Some network providers are not yet supported by our SMS partner. Providing the above details helps us investigate and resolve the issue.
Important: Make sure the phone number registered is a mobile number, not a landline.
SMS code received late
If you consistently receive 3DS codes with a delay:
Restart your phone — This is the most common fix for delayed SMS delivery.
Check your phone's date and time settings — Ensure they are set to Automatic.
If delays continue, contact our support team. Possible causes include:
Your network provider may not be fully supported by our SMS partner.
There may be a temporary outage on your carrier's end.
SMS code received for recurring card payments
If you are using a recurring (subscription) card and still receive a 3DS code, this is expected behavior.
Our banking partner applies thresholds to recurring payments. Even when a merchant requests a 3DS exemption for recurring charges, authentication may still be required in the following cases:
The first payment to a given merchant
Any payment exceeding €500
This is not a bug.
Mobile app notification not received
If the "Notification sent" confirmation appears on desktop but you do not receive a push notification in the Spendesk app:
Authenticate manually in the app — Open the Spendesk app. If a pending action exists on your account, it will be displayed automatically without needing the notification.
Check app notification permissions — Go to your phone's Settings and ensure notifications are enabled for the Spendesk app. Once enabled, log in again and retry.
Update the Spendesk app — Make sure you are running the latest version of the app. Outdated versions can cause authentication issues.
Reinstall the app — If the above steps do not resolve the issue, delete and reinstall the Spendesk app.
Note: Only one device can be registered for 3DS authentication at a time. If you recently changed phones, make sure you have completed the app setup on your current device.
Can I switch back to SMS verification?
If your account has been migrated to app-based authentication, it is not possible to revert to SMS verification.
App-based authentication (push notification + approval) is more secure than SMS one-time passwords (OTPs), which are vulnerable to SIM-swapping and interception. This method is mandatory under PSD2 regulations in Europe, and all European banking services are required to implement it.
Frequently asked questions
What should I do if I don't receive the 3DS code?
Confirm your phone number is correct under Avatar > My Profile.
Ensure your device's date and time are set to Automatic.
Click "Send a new code" on the verification screen, or restart your phone.
If the issue persists, contact our support team via chat with your network provider, location, phone number, and time of last attempt.
Why do I need to use the Spendesk app for verification?
App-based authentication provides a higher level of security than SMS OTPs and is required under PSD2 European regulations.
Can I use multiple devices for 3DS authentication?
No. Only one device can be registered per user at any given time.
What if my mobile network provider isn't supported?
Contact our support team via chat. Share your network provider's name and your location, and we will escalate the issue to our SMS partner.
Why am I still asked to authenticate on my recurring card?
Our banking partner requires 3DS authentication for the first payment to a merchant and for any transaction above €500, even on recurring cards. This is by design.
Need more help? Our support team is available via chat in the Spendesk app or Help Center. Please include as much detail as possible (payment date, amount, device, network provider) to speed up the resolution.