3D Secure error in QuickPay

If your customers experience the error message "3D secure enrollment failed" with the subtitle "Merchant not participating", this is because 3D Secure is not correctly enrolled with your Visa and/or Mastercard acquirer.

What is the problem?

3D Secure (also known as Verified by Visa and Mastercard SecureCode) is an additional security check to protect against fraudulent online card payments. It is a requirement under the EU PSD2 directive.

The error occurs when your acquirer (the bank that handles your card transactions) has not registered your business correctly for 3D Secure. This means that the customer's bank rejects the payment because it can't verify your business.

Here's how to fix it

1. Find your acquirer - Your acquirer is the company that handles your card transactions. It can be Clearhaus, Nets (Teller), Bambora or another acquirer. You can typically see it in your QuickPay dashboard under "Acquirers".
2. Contact your acquirer - Call or write to your acquirer and ask them to re-enroll you in 3D Secure for both Visa and Mastercard.
3. Wait for confirmation - It typically takes 1-3 business days for the change to take effect.
4. Test the payment - Once your acquirer has confirmed the re-enrollment, you should make a test payment to verify that it works.

Typical acquirers and contact info

Does the error only affect some customers?

If the error only affects some customers, it may be due to:

• Customer's bank requires 3D Secure - Some banks always require 3D Secure, while others only do so for larger amounts.
• Card type - It could be that 3D Secure is only enabled for Visa but not Mastercard (or vice versa). Ask your acquirer to check both card types.
• Card issuer rules - Some foreign banks have stricter requirements than Danish banks.

Do you need help? Contact us at support@shoporama.dk.