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3DS / OTP not received?

I am not receiving the 3D Secure (3DS) OTP when trying to make an online purchase

Updated today

What may be happening

If your online purchase requires 3D Secure verification, you may be asked to enter a one-time password (OTP) to complete the transaction.

In some cases, the 3DS page loads correctly, but the verification times out before the OTP can be received or entered. This is usually caused by browser or device settings blocking the verification flow.

Common causes include:

  • Pop-up blockers

  • Cross-site cookies being blocked

  • Ad blockers or privacy extensions

  • VPNs or corporate network filters

  • Using the merchant site inside another app such as Gmail, Facebook, Telegram, Discord, or Instagram

  • Strict browser privacy settings, especially in Safari, Brave, or Firefox

What to try

Before retrying the transaction, please try the following:

  1. Open the merchant website directly in your browser

    • Do not complete the purchase from inside another app

    • If the merchant link opened inside Gmail, Telegram, Facebook, Instagram, etc., open it directly in Chrome or Safari instead

  2. Try a different browser

    • We recommend Chrome or Safari

    • If you are already using one browser, try another

  3. Allow pop-ups and cross-site cookies

    • The 3DS challenge may open in a pop-up window or embedded page

    • If pop-ups or cookies are blocked, the verification may time out

  4. Temporarily disable:

    • Ad blockers

    • Privacy extensions

    • VPNs

    • Strict tracking prevention settings

  5. Try a different device

    • If the issue continues on your phone, try from a computer

    • If it continues on your computer, try from your phone

  6. Try using an incognito/private browsing window

    • This can help if an extension or saved browser setting is interfering

Browser-specific tips

Safari

If you are using Safari, go to your browser settings and temporarily disable:

  • Prevent Cross-Site Tracking

  • Block All Cookies

Then retry the transaction.

Brave or Firefox

If you are using Brave or Firefox, temporarily lower the privacy or tracking protection settings for the merchant website and retry.

If the issue continues..

Please contact support and provide:

  • The merchant name

  • The approximate time of the transaction attempt

  • The browser and device you used

  • A screenshot of the error or timeout message, if available

This will help us investigate further.

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