HelpBilling, payments and refundsBank confirmation (3-D Secure)

Bank confirmation (3-D Secure)

Some banks ask you to confirm a payment yourself. This is called 3-D Secure. It protects your card, and it is your bank's rule, not ours.

Owner Where: Billing, when you pay 3 min read
If you do not finish the confirmation, the payment is cancelled and nothing is charged.

What it is

Your bank may open its own window on top of turnda and ask for a code, a fingerprint or an approval in your banking app. Only after you confirm does the payment go through.

How to check it in turnda

  1. Press pay on the pay step.
  2. Look for the message “Your bank is asking you to confirm”. The bank's own window is open on top of the page. It shows our company's name, not “turnda”. That is expected.
  3. Confirm in the bank's window. The pay step then finishes by itself.

A real example

Ana's Café Ana turns on WhatsApp and pays for a pack of $30. Her bank sends a code to her phone. She types it in the bank's window and the pack is added. Another day she closes the window by mistake. turnda says “Your bank’s confirmation wasn’t finished, so we cancelled the payment”. Nothing was charged and WhatsApp is still off. She tries again and confirms this time.

What happens in turnda

  1. 1You press pay
  2. 2Your bank asks you to confirm
    A code, a fingerprint or an app approval
  3. 4You do not confirm
    The payment is cancelled. Nothing is charged
A payment that needs your bank's confirmation.
What happenedWhat you seeWhat it means
You did not finish the confirmation “Your bank's confirmation wasn't finished, so we cancelled the payment.”Nothing was charged. Try again when you are ready. The bank will ask you again.
The month ended while a payment was waiting “Last month's waiting payment was cancelled. Nothing was charged.”If you need more, a new pack is bought under this month's limit.
The confirmation arrived after the waiting pack was cancelled “A payment came through after you switched WhatsApp off. We refunded it in full.”The full amount goes back to the card that paid it. Nothing else changes. The same happens if the waiting pack was ended by your package being cancelled or by a card dispute: the payment link stops working, and a payment that still lands is refunded in full with no visits or messages added.

What you need to do

  • Have your phone or banking app ready when you pay.
  • Confirm inside the bank's window. Do not close it.
  • If it was cancelled, press pay again. Nothing needs cleaning up.
  • If you leave it, the owner sees a Warning: “your bank wants you to confirm the payment” with a Confirm button, and “Press Try again” when the time to confirm has run out. Managers see it with Owner only.

What turnda does not cover, and who does

Not covered by turndaWho covers it
Sending you the code or the app approval Your bank.
Changing the phone number your bank uses Your bank.
Deciding which payments need confirming Your bank and card company.

Common questions

QuestionAnswer
Why does the window say a different company name? It shows the name of the company that runs turnda. This is expected.
Will I be charged twice if I try again? No. A cancelled payment charged nothing, and a repeated press never charges twice.
Does every payment need this? No. It depends on your bank and the card.