Explanation of "3D Secure" error messages

Are you experiencing this type of error message on your orders?

This message means that the customer has been asked to confirm their identity in connection with the payment. Typically, the customer must log in with NemID or receive and enter an SMS code to complete the payment.

Unfortunately, it often happens that the customer cancels the process at this step. This is something we often see in some target groups, while others (especially younger ones) are used to this extra validation and complete the payment without any problems.

This extra security check is a legal requirement introduced in September 2019 to combat payment card fraud. There is no way to switch it off and it applies to all online shops and all online payments in Europe with a payment card (small value payments and/or automatic subscription payments are exempt).

What you can do

If you want to give the customer the chance to complete the payment again, you can retrieve a payment link in your order overview and send it to the customer.

You can also suggest the customer to make the order again and pay with MobilePay, as this method is inherently more secure and does not require NemID/SMS confirmation.