3D Secure adds an extra layer of protection when booking accommodation online. Please look at our article on how 3D Secure works if you need more information on it.
There are certain circumstances where an error failure can happen with 3D Secure.
What causes 3D Secure errors?
- For South African card holders, most 3D Secure transactions are done via a once-off PIN supplied by the bank via SMS or e-mail.
- For card holders from other countries, their banks might request a password or other means of authentication.
- Common 3D Secure errors are:
- Time out: The guest takes too long to enter their PIN or password.
- Transaction failed. The guest enters the incorrect PIN or password.
How do you know there is an issue with a 3D Secure transaction?
Help message from the guest
- The guest will receive an email to let them know there is a problem with their payment.
- The email enables them to send a help message to you.
Notification from PayBridge
- We will send you an email to let you know that your guest experienced an issue with their 3D Secure authorisation.
- The reason for the error is given on the email. This example is of a Timed out error.
What to do if an authorisation fails
- Contact the guest to understand if there was a legitimate problem with the payment.
- Send them the PayBridge link to initiate the payment process again. Please look at our article on how to retrieve a PayBridge link if you need more information.
- Offer that they pay you via EFT.
- This is similar to the process you follow if a credit card is declined.
How to tell if a 3D Secure transaction has been successful
- Open your Transactions.
- The 3D indicator will show for successful transactions.
- You can also look at the PayBridge transactions notifications email.
- The 3D indicator is shown on the email.
