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Strong-Customer Authentication
Strong-Customer Authentication

Why do I need to verify my transaction when paying with my Pliant card?

Updated over 2 months ago

General

Strong Customer Authentication (SCA) is part of the Payment Services Directive 2 (PSD2). It is a European requirement that is intended to help make online payments secure and prevent fraud.

Understanding the Strong Customer Authentication

The authentication process involves two separate steps or factors. The first step consists of entering the card data. We offer two options for the second factor.

  1. 3DS push notification: When you pair your mobile device, your cards are automatically set up for 3DS verification through push notifications. You will be asked to verify online transactions via the push notifications from Pliant.

  2. SMS code: If your mobile device is not paired, you will receive an SMS code which needs to be entered into the verification screen you are redirected to from the merchant website.

NOTE: If you are experiencing issues with receiving the 3DS push notification, unpair and pair your device (see how here) and try the transaction again. If you are still experiencing issues and prefer to receive an SMS code, you can unpair your mobile device and try the transaction again.

For offline payments PIN or face-ID/ touch-ID (when paying with Google/ Apple Pay) are considered as SCA.

This means that signature, magnetic stripe payments, and some other rare payment types are no longer considered secure within the EU (they still work outside the EU). Although we are fully compliant, some merchants have not yet updated their terminals or online payment processes.

Reasons Why SCA May Fail

There are various reasons why the SCA process may fail:

  • The Pliant mobile app needs to be updated in order to receive the 3DS push notification.

  • The merchant does not send a request for SCA even though it is required by our side in order to complete the card payment (this is common with non-European merchants and with high-value transactions).

  • The customer entered the code received via SMS incorrectly.

  • The customer or the merchant cancels the payment.

Important: If the customer or merchant cancels the payment, or even if the wrong code is entered, a temporary blocking of the 3DS function can occur. This means that the request for strong customer authentication is not forwarded and the customer will not receive a code via SMS. This is a built-in protective feature of the customer’s card, and it can be immediately unblocked by us after the customer confirms that it was not a misused card.

If you are afraid your card is blocked on 3DS, please feel free to reach out to to our support team via our support form.

When A Payment Was Denied Due To Failed Cardholder Authentication

If a credit card payment was declined you see the decline reason in the Pliant app.

In case of a failed online payment due to a missing cardholder authentication, please contact the merchant, as they need to trigger the authentication process on their side.

If the transaction failed for an offline payment please re-enter your card in the terminal.

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