My Payment Won't Complete

There could a number of different reasons why the card payment you are trying to make will not complete. One of the main reasons we come across is that 3D Secure or SCA (Strong Customer Authentication) hasn't been completed.

Since September 2019, companies who accept card payments have had to integrate 3D Secure into payment forms. This means that on occasions you may be asked to receive a code by text or use a code from an authentication app to complete your payment.

The way in which this is handled by our payment processor is to show a pop-up window once you click the submit button on a payment form:

This is where you will need to choose how to complete SCA.

An issue that we have found is that sometimes our customers browsers block pop-up windows. Your browser will show you a message if this is the case. You will need to allow our pop-up in order to complete your payment.

This will only allow the pop-up once unless you choose otherwise and your payment will then complete.

Until complete, the payment form itself may appear to have been submitted, but the payment itself will remain as pending at our end until SCA has been completed.

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