What is 3D Secure?

To make sure your payments are secure and protected we have a 3D Secure system when you enter your credit card details at checkout. This adds an authentication step for online payments, where your bank will authorize your payment. We use 3D secure as a fraud prevention measure, as it provides an additional security layer for online purchases made with credit and debit cards. 

If your 3D Secure verification fails, you will not be charged. 

There can be several reasons why your card is failing at the 3D Secure verification step. If it does, please try the following:

  • Temporarily disable your pop-up blocker on the site. 3D Secure opens up in an additional window that is blocked by pop-up/ad blockers that you may have on your computer.
  • Try and pay via a computer or laptop rather than your mobile. Some mobiles are not configured to allow pop-ups and so this can stop your payment going through.
  • Refresh the page and start the payment process again. Due to a connection error you might need to try again, and make sure you are entering the correct details.
  • Call us on 020 7654 4921 and we can process a telephone order for you or guide you through the 3D Secure process.

MasterCard SecureCode/NetCode

When using a MasterCard you will either have created a SecureCode password or your bank will send you a NetCode via SMS. When you use 3D Secure you will be prompted to enter either of these passwords. There is a possibility that you haven't yet applied or been given a code which will hinder your payment going through. Please get in touch with MasterCard to set this up.

Verified by Visa

If you want to pay with a Visa card you will be prompted to enter your pre-determined security password which you would have set up when you registered your card.

SafeKey by American Express

Similar to Verified by Visa, American Express uses SafeKey which will prompt you for an additional password when using 3D Secure.

Visual 3D Secure step-by-step process

1) When you checkout you will be presented with a screen asking you how you would like to pay:

How do you want to pay

2) You will then be asked to enter your card details.  If you see a screen similar to the below then you will need to follow the next few steps:

Blank screen

3) Your ad-blocker might be preventing the 3D Secure Pop-Up from appearing so please click the icon in the top right hand corner of your browser and allow pop-ups from our website.

Authenticate your card

4) Once you have done this you will need to refresh the page and place the order again. Do not worry, your card will not have been charged if the pop-up doesn't appear the first time. Your screen should then present something similar to the following:

Authenticate your card

If you continue to experience problems please contact us at [email protected] or call us on 020 7654 4921 so we can advise.