3D Secure
What is 3D Secure?
3D Secure is a banking initiative to reduce fraud and help keep you safe when buying online. It is mandatory for all online payments from 14th March 2022.
When making a purchase, your bank or card issuer may request an extra step to prove you're the cardholder by:
- Entering an SMS passcode sent to your mobile number.
- Confirming the payment in your banking app by entering your PIN number.
- Verify your identity using your fingerprint or face ID on your phone.
- Some other means, such as a passcode generating device
When will I be asked for this?
Your bank is likely to request this when you add a new card to your First Bus account, if the ticket you're buying is more than £25, or if you've made several other purchases recently with the same card.
If you don’t see the request, don’t be concerned - your bank or card issuer is happy the transaction isn’t fraudulent. We’re working with card issuers to ensure as few as possible of your purchases are challenged.
How can I prepare?
To ensure your purchase with us is as seamless as possible, please ensure:
- You have your chosen banking app installed and set-up on your mobile device.
- Your bank has your up-to-date mobile number.
- You allow time for this extra step when you buy your ticket.
What if it goes wrong?
Contact your bank to confirm your security details. First Bus can’t see the specific details of why a transaction didn’t go through.
If you can’t complete the purchase on the First Bus app, you can still use your card to make a contactless payment on all First Bus services.
If the issue persists, please contact customer services on any of the following channels:
- Live chat – via the app.
- Our Contact us form on the website - Help and Support ⇒
- By phone (Monday – Friday 8am-6pm) 0345 6460 707
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3D Secure FAQ
If you’re struggling to complete the security challenge that pops-up when you are making a payment, you need to contact your bank or card issuer to request assistance. The security challenge can take a number of forms, and First Bus present these directly from your bank or card issuer. It could be an SMS message is being sent to the wrong mobile number, or your bank is expecting you to use their mobile app to approve the transaction.
Only your card issuer can resolve this. If you can’t complete the purchase, you could try a different card, use PayPal or buy your ticket on the bus using your card.
The security pop-up when checking out is called the 3D Secure challenge. 3D Secure is a banking initiative to make paying by card more secure and reduce on-line fraud by asking you to prove you are the cardholder. It is mandatory for all mobile and web payments from 14th March 2022. Your bank or card issuer decides whether to request that First Bus request the step.
Not every transaction will be challenged – you are likely to see it the first time you use a card with us, if transactions are more than £25, and if you have made other recent purchased with the card.
If you can’t complete the challenge, you should contact your bank to check the details they hold for you and request assistance.
Some higher value transactions (typically over £100) can trigger a further fraud check from your card issuer. This may take the form of an SMS message asking you to reply ‘Y’ or ‘N’ to indicate whether it was you making the payment. Transactions with us will be declined until this is completed. Please complete this extra step and retry the purchase. Your card should be approved for use on the First Bus app and you should not see this happen again.
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