3D Secure FAQs

Think of 3D Secure as the online version of Chip & PIN when you're shopping instore. Instead of using a PIN you register a secret password and a personal message. Created by Visa and Mastercard, it gives you an additional level of security so you can shop safely online.

3D Secure pages are controlled by your card issuing bank and not by the store you're shopping with. This is why all navigational links are removed from these pages. Registering is quick and a one-off process. Participating websites will prompt the registration page where you create your secret password and this remains the same whoever you shop with in the future. The next time you shop online using your card, you'll be prompted to enter your secret password during the checkout process via a secured screen.

Not all online retailers participate in 3D Secure at the moment, but this may change over time. Look for the Verified by Visa, or MasterCard® SecureCode logos at all participating online retailers.

Over the past few years some card issuers have been trying to offer more protection for customers shopping online - by introducing an online version of chip and pin. This allows the card holder to verify transactions by entering a secret password of their choice on participating websites, as an additional layer of security. MasterCard® SecureCode and Verified by Visa are a part of the 3DSecure scheme which is the generic term for the software used by card issuers enrolled in a scheme.

We take the security of your data extremely seriously and want our customers to feel as safe and secure as possible when shopping with us.

If you haven't already enrolled in a scheme with your card issuer, you'll see a secured registration page during the checkout process (your card issuer recognises whether you've enrolled previously or not). You'll be prompted to create your secret password and verify yourself by entering some of your card information such as the CVN number (the last 3 digits from the rear of the card on the signature strip). Once you've completed this stage your password will remain the same when you shop with participating online stores. The next time you shop online with your card you'll be prompted to enter your secret password during the checkout process via a similar secured screen.

Not all online retailers participate in 3D Secure at the moment. Look for the Verified by Visa or MasterCard® SecureCode logos at all participating online retailers.

The 3D Secure page that will pop up is controlled by your card issuing bank. They'll determine the amount of times you're able to bypass the enrolment stage. It's up to them to enforce enrolment and they'll give you instructions as you pass through their screens while completing your transaction.

If your card issuer allows you to bypass the enrolment page then the transaction will still process as normal. As long as the details you've given us and your bank at this stage are correct, your order should be successfully processed. Just so you can be sure, you can double-check this on our final checkout page.

We strongly recommend that you do enrol with your card issuer to protect yourself when shopping online. If you don't wish to enrol just at that moment and you're unable to bypass the screen, ring our Customer Helpline free on +44 (0) 808 1781188, who are by the phones 24 hours a day, every day and will try and place the order for you over phone.

Sorry, our Customer Helpline team won't be able to advise you on what to enter here. This is because it's confidential information that only you should know. Don't worry, clear instructions are on the 3D Secure page to tell you what to enter and where.

If you've already enrolled and entered your details incorrectly, your payment will either be declined with a message on the final checkout page displaying this or you won't be able to complete the transaction process and so will be unable to move from the secured page.
If this happens, we recommend you give your card issuing bank a call immediately.

Simply select "Forgotten details" or such like from within the secured page. After you do this, follow the instructions that your bank gives you.