Authenticating your Bank Card

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When making a top-up for the first time with your debit or credit card, you'll be asked to authenticate your card. This ensures your details are correct and is verified with no fee (£0 authentication).

• Why Authentication is Required: This step is part of UK regulations to fight fraud and enhance online payment security.

• How It Works: Depending on your bank, you might need to approve the transaction via your banking app or enter a one-time password (OTP).

• Important: Stay in the app during the process and avoid pressing the back button to prevent errors. Follow the on-screen instructions carefully.

If you are unsure how to do this, we’ve put together a few links below on what to expect with different banks:

• Lloyds:https://www.lloydsbank.com/online-banking/payments-and-transfers/security-checks.html

• Santander:https://www.santander.co.uk/personal/support/industry-updates/strong-customer-authentication

• Barclays:https://privatebank.barclays.com/support-and-information/online-payments/

• Virgin:https://gethelp.virginmoney.com/helptopic/subtopic/pagecontent/article/KA-01502/?How-do-I-approve-a-transaction-in-the-Virgin-Money-app?#:~:text=When%20you%20login%20to%20the,re%20happy%2C%20simply%20select%20Approve.

• NatWest:https://supportcentre.natwest.com/Searchable/1706857502/How-do-I-authenticate-a-transaction-on-EBANKING.htm

• HSBC:https://www.hsbc.co.uk/help/card-support/confirming-online-card-purchases/

• Monzo:https://monzo.com/help/payments-troubleshooting/3ds-fail-online-payment/

Types of Authorisation Failures and Actions

• Authorisation Failure with Debit to Customer’s Account

  • The account is debited, but the transaction fails to process, and the service is not delivered. This is usually due to delayed bank responses or verification mismatches.

  • Action:

    • Check your bank statement or SMS notifications to confirm the debit.

    • If marked as “pending,” allow 3-5 working days for the bank to reverse the funds.

    • Contact your bank if the funds are not reversed within this timeframe.

    • Share proof of debit with customer support for further investigation.

• Authorisation Failure without Debit to Customer’s Account

  • The transaction fails, and no funds are deducted. Causes include insufficient funds, expired cards, incorrect details, or bank restrictions.

  • Action:

    • Double-check your card details (card number, expiry date, CVV).

    • Ensure your card is enabled for online transactions and has sufficient funds.

    • Complete any bank authentication steps (OTP or in-app approval).

    • Retry the transaction after addressing these issues.

• Authorisation Failure with a Temporary Hold on Funds

  • The transaction fails, but a temporary hold appears on your account due to incomplete verification or technical issues.

  • Action:

    • Wait 3-7 working days for the hold to clear, depending on your bank.

    • If the hold persists, contact your bank to expedite the release of funds.

How to Avoid Authorisation Failures

• Stay in the app during the Authorisation process.

• Enable notifications for your bank’s app to promptly approve authentication requests.

• Ensure your card has adequately funded and is valid for online transactions.

• Use a stable internet connection to prevent payment interruptions.

• Ensure your card is enabled for online transactions via your bank’s app or customer service.

• If a PIN or OTP is required, double-check for accuracy.

• Approve authentication requests via your bank’s app or SMS notifications promptly.

Voided Transactions

Voided transactions are payment authorizations that have been cancelled before they are completed or processed. This stops the payment process, meaning no money is withdrawn from your account. However, the transaction might still appear as "pending" on your account for a short period until it is fully cleared or dropped.

• If a Transaction is Voided:

  • If the transaction is voided from your end and your app is not credited, it usually takes 3-5 working days for the money to be returned to your account.

  • If your account is not credited within this period, you may need to contact your bank for further assistance.

Managing Your Account

• Privacy: Planet Talk is a self-use service. Only you have access to your card details.

Getting Help

• FAQs: Most queries can be answered by exploring our FAQ section within the app.

• Customer Service: Available Monday to Friday, 9 AM to 5 PM. Email us at care@planettalk.com for further assistance or use our in-app chat option.

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