Why is there an extra verification step when I pay by credit card?

We've updated our payment system to make it even more secure. We made these changes in line with new Strong Customer Authentication regulations (from 14 September 2019) for online payments in Europe. This means that when you make a credit card payment, you'll need to go through an extra authentication step.

To make authenticated payments, you need two of the following: 

  • Something you know: A password, passphrase, or code 

  • Something you own: A device, e.g. phone, laptop or smartwatch 

  • Something you are: A fingerprint, face ID, voice pattern, or iris scan

As an example, you might have the new payment system set up with a password and your phone as your two methods of authentication. In that case, you'll need to enter both your password and the code sent to your phone when making a payment.

If you have any trouble receiving the codes or passwords needed, please contact your bank for assistance. 

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