If after completing a credit card transaction you notice the money has left your bank account, but did not reach your account, the transaction was most likely not successful due to a 3D Secure issue.


What is a 3D Secure Code?

As we want to provide secure online payment methods, we've added an extra level of security for Visa and MasterCard payments, which protects you from the unauthorized use of your credit card. 3-D Secure technology consists of the programs Verified by Visa and MasterCard SecureCode. After you enter your credit card details in our online store, a new window will appear, requesting your personal security code. Your financial institution will authenticate the transaction within seconds, as well as confirm that you are the individual making the purchase.


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What happens if I don't insert the 3D security code?

Basically, your money will be held by your bank as a pre-approved payment, pending us taking it. It will then time out due to us declining the amount, and the funds will then be released back to your account. Each bank is different, so we cannot give you an exact time-frame, generally it is a day or two, however we have been advised that in worst-case scenarios it can take up to 10 days. The best thing to do would be to check with your bank in regards to the time frame.  


Should you not be happy with the time-frame the bank has informed you with, we have a process in place for your money to be released sooner. This process involves us sending an email to your bank confirming that we've rejected the funds. In order for us to do that we need to obtain the email address of your bank, along with what information the bank requires from us. We also need you to send us a written (email is fine) authorization for us to complete this process.

If you haven't yet registered with Verified by Visa or MasterCard Secure-code, you'll need to activate this feature first. You can do so during the payment process, or activate it in advance through the Visa or MasterCard website.


Questions? Contact us.