3D Secure is a security step that asks you to verify online purchases through the app. This ensures it is really you using your card and prevents unauthorised spending. When you buy something online, you will receive a notification to either approve or decline the transaction. Tapping "Confirm" will always send money out of your account; it is never used to cancel a payment or receive a refund.
Staying safe from scams
Fraudsters often try to exploit the approval process, claiming to be helping you protect your account from misuse. To protect your business, please keep these safety rules in mind:
Approve never means cancel. If someone tells you to "Approve" a payment in the app to "cancel" a transaction or "return funds," they are trying to scam you. Tapping confirm will always authorise the payment.
We will never call you. If you receive an unexpected call from someone claiming to be from our team, hang up. We only communicate through the app or official email.
Only approve your own purchases. Never approve a request unless you are currently on a checkout page, making that specific purchase yourself.
How to approve a genuine transaction
If you are making a legitimate purchase, follow these steps to finish:
- Tap the push notification on your phone and log in to the app or log in to find the request on the Home tab.
- Check that the merchant name and the amount match your purchase.
- Tap Confirm to authorise the payment, or Cancel payment if you do not recognise it.
- Verify your identity with your passcode or biometrics.
- Payment approved.
If you ever receive a request you didn't start, tap Cancel payment immediately and freeze your card in the Card section as your details may be compromised. You must then report the incident to our support team by messaging us in app so we can secure your account. 🔐