Troubleshooting 3D Secure Authentication Issues

If you are experiencing issues completing 3D Secure (3DS) authentication during a Sertifi payment, the steps below can help resolve the most common problems.

I Did Not Receive My One-Time Passcode (OTP)

• Check your spam or junk folder if the code was sent to email.
• Make sure the email address or phone number on file with your bank is current.
• Click Resend OTP (Visa) or Resend verification code (Amex) on the authentication screen to request a new code.
• Codes are time-sensitive — if too much time has passed, request a new one.
• If you still do not receive a code, contact your bank directly to verify your contact information on file.

My Authentication Was Declined by My Bank

• This is controlled entirely by your bank, not by Sertifi.
• Contact your bank to understand why the authentication was declined and whether it can be reauthorized.
• You may also try using a different payment card.

The Authentication Screen Is Not Loading

• Try refreshing the page and re-entering your card details.
• Disable any browser pop-up blockers or ad blockers, as these can interfere with the bank's authentication window.
• Try a different browser (Chrome or Edge recommended).
• Clear your browser cache and cookies, then try again.

I Completed Authentication But the Payment Still Failed

• Wait a few minutes and try submitting the payment again.
• If the issue persists, contact your bank to confirm whether the charge was attempted and whether any holds were placed.
• If your bank confirms no issues on their end, contact Sertifi Support for further assistance.

The Cardholder Is Not Available to Authenticate

3DS requires authentication by the cardholder — the person whose name is on the payment card. If the cardholder is unavailable:

• The cardholder will need to complete the authentication step directly.
• Sertifi Support cannot bypass or complete 3DS authentication on behalf of a cardholder.
• Contact the property or hotel you are working with to discuss alternative payment arrangements if needed.

Still Need Help?

If you have completed the steps above and are still experiencing issues, please contact Sertifi Support with the following details:

• The ticket or reservation number
• The card network (Visa, Amex, Mastercard, etc.)
• A description of the error or screen you are seeing