Authenticating your Bank Card

Modified on Mon, 28 Apr at 12:41 PM

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1. Why do I need to authenticate my debit or credit card when topping up?
Authentication is required to comply with UK regulations aimed at fighting fraud and enhancing online payment security. It verifies your card details with a no-fee (£0) authentication.

2. How does card authentication work?
Depending on your bank, you may need to:

Approve the transaction via your banking app, or
Enter a one-time password (OTP) sent by your bank.
Please stay within the Planet Talk app during this process and follow the on-screen instructions carefully.

3. What should I do if I am unsure about how to authenticate with my bank?
Here are links to guides from some major banks:

4. What happens if a payment authorization fails after debit from my account?
If your account is debited but the transaction fails:

Check your bank statement or SMS for the debit.
If the amount is marked as "pending," allow 3–5 working days for it to be reversed.
Contact your bank if funds are not returned in this timeframe.
Share proof of the debit with our Customer Support team if needed.

5. What if the payment authorization fails and no money is debited?
If no funds are deducted:

Double-check your card details (number, expiry, CVV).
Ensure your card is enabled for online transactions and has sufficient funds.
Complete any required authentication (OTP or app approval).
Retry the transaction after fixing any issues.

6. What if there is a temporary hold on my funds after a failed transaction?
If you see a temporary hold:

Wait 3–7 working days for it to clear automatically.
If the hold remains, contact your bank for assistance.

7. How can I avoid authorization failures?

Stay in the app during the authentication process.
Enable bank app notifications to approve authentications quickly.
Use a stable internet connection.
Ensure your card is valid and funded.
Promptly approve any OTP or app-based approval requests.

8. What are voided transactions?
Voided transactions are payment authorizations that are cancelled before being completed. No money is withdrawn, but the transaction might appear as "pending" temporarily.

9. What should I do if a transaction is voided?

Wait 3–5 working days for pending amounts to be released back into your account.
If your funds are not released, contact your bank.

10. Is my card information safe with Planet Talk?
Yes. Planet Talk is a self-use service. Only you have access to your card details. Your privacy and security are protected.

11. How can I get help if I face issues?

Check our FAQ section in the app for quick answers.
Contact our Customer Service Team (Monday to Friday, 9 AM to 5 PM) by emailing care@planettalk.com or using the in-app chat.

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