Authentication Keeps Failing

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  • Painterz's Avatar
    Fresh Eyes
    Hi.

    Most of the time when I try and use the credit card online, I'm going to an additional layer of security authentication, but it keeps failing.

    One of the two identities on the card account simply fails instantly every time as soon as I click on the 'authenticate' link, and the other goes through to the app on the smartphone, where it comes up with 'authentication failed' and there seems to be no other way to proceed.

    Does anybody know why this is happening and how to fix it? I don't know if it's failing on the smartphone because it's not recognizing the fingerprint or something? It's hard to tell, there's no error message and apparently no way to proceed.

    Thanks for your time.
  • 2 Replies

  • Verified Answer

    ChristopherP's Avatar
    Your Community Expert
    Verified Answer
    @Painterz Hey there, thanks for getting in touch. It's likely a problem with 3D secure which is the system used to verify the card for online purchases. If you call us on 0345 300 4278 (Mon - Fri: 8am to 9pm, Sat - Sun: 8am - 6pm), we can check this for you. To speak to one of my colleagues, please choose option 2 and enter your security details, then press 0. If you don't have any details to hand, just press 0 and you will then be passed through.


    If you need to ask a question about a Tesco Bank product, you can make a post in Help & Support here

    Also, feel free to Introduce Yourself!
  • AmyM's Avatar
    Your Community Manager
    Hey @Painterz 😊

    Just checking in to see if you managed to get this sorted with one of our colleagues over the phone?