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Card deposit failed due to issue with 3DS verification

What is 3DS verification?
When you make a top-up, there could be a message from your card issuer bank asking you to authorize transaction. If verification fails, your bank can reject the deposit request.

How to recognize the issue with 3DS?
You can spot this if verification page is not loading properly, resulting in a blank page or an error.

What can I do?

  • Make sure 3DS is enabled for your card
  • Sometimes the 3DS is not enabled by default in some cards. This may be possible to change in your bank app or by contacting the bank

  • Make sure you have a stable Internet connection
  • Weak connection could cause the 3DS page to time out, preventing you from correctly accessing it. If you are using mobile network, try switching to Wi-FI

  • Try topping up from a different device
    Some devices may run into issues when opening the 3DS page in the browser or in a third party app. Factors like old OS versions and devices with custom ROMs can have a very big impact on the device's stability.

If the issue remains, please contact directly the Card Payments division of your bank. 3D Secure verification is a security feature on the side of your card issuer, so we do not have any control over this process.

As an alternative, try topping up with the same card using Google/Apple Pay or make a bank transfer.

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