Sometimes the bank's additional validation doesn't complete: the code doesn't arrive, the screen keeps loading, or the banking app doesn't show the request. The problem is almost always between the buyer's browser and their bank, and these checks solve it in most cases.
Quick checks
- The verification screen doesn't load or stays blank
Ask the buyer to try another browser or device, disable pop-up blockers, and check their connection. Opening the payment in a regular window (not incognito) also helps.
- The bank's code doesn't arrive
The bank sends it to the phone number or email it has on file. If the buyer recently changed their number, they need to update their contact details with their bank; in the meantime, they can approve from the banking app if their bank allows it.
- The banking app doesn't show any request
They should close and reopen the app, check that notifications are turned on, and retry the payment to generate a new request. Authentication requests usually expire within a few minutes.
- The code arrives but the bank rejects it
It may have expired or been entered incorrectly. A new attempt generates a new code; if it fails repeatedly, the buyer should call their bank — there may be a security block on their card.
If nothing works: offer an alternative
Don't let the sale slip away because of an issue between the buyer and their bank. Offer them the option to pay with another card, in cash with a payment reference or by SPEI bank transfer. The buyer can sort things out with their bank later without holding up their purchase.