Question
What does "3DS" mean? What should I do when my top-up gets rejected with a message about 3DS (3D Secure) error or contacting my bank?
Answer
3DS (3D Secure) is an extra layer of protection for your online card payments. It’s a quick verification step, like entering a code sent by your bank or using the bank's app, to confirm it’s really you making the transaction.
To resolve the errors related to 3DS or your bank's regulations:
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Contact your bank and ask if additional verification is needed. Banks implement various ways of securing your funds - sometimes you need to assure them you authorized the transaction.
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Check with your bank if your card supports 3DS service. 3D Secure is a safety measure that requires you to complete an additional verification step to confirm your payment. Not all payment cards will support this service.
- Inform your Bank that you want to add ZEN to the list of trusted merchants. This means that you give your permission for the Bank to allow further transactions to your ZEN account and not block them in the future.
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Make sure you’re not using a pre-paid card. Pre-paid cards can be used in various situations, but are not available for ZEN top-ups.
- Try using another top-up method, such as bank transfer to your ZEN account details.