When making a payment through the Relay app, you may be asked to complete a 3D Secure (3DS) authentication.
This extra security step helps protect your card from unauthorized use. If you’re having trouble completing 3DS, follow the steps below.
Common Reasons for 3DS Failures
Not completing the challenge
Some drivers accidentally close the 3DS pop-up or exit too early.
You must follow the instructions until you see the final confirmation: “Authentication Complete.”
Not recognizing the prompt
Depending on your bank (card issuer), the challenge may look different.
It usually involves entering a temporary code sent by text or email.
Card issuer doesn’t support 3DS
While all major card networks (Visa, Mastercard, Discover, Amex) support 3DS, not all banks issue 3DS-enabled cards.
If nothing appears during checkout, your card may not support 3DS. In that case, you’ll need to use a different card.
If You See the 3DS Pop-Up
Follow the instructions carefully
Select how you’d like to verify your identity (text, email, app notification).
Enter the code you receive into the 3DS screen.
Don’t close the pop-up too soon
Wait until you see “Authentication Complete” before exiting.
Do not press “Close” after entering your code — let the page refresh on its own.
Ask your bank for help
You can request that your bank whitelist Relay Payments Inc. for 3DS.
This may allow for a smoother, “frictionless” checkout (no pop-up).
If You Do Not See the 3DS Pop-Up
Check with your card issuer: Call your bank to confirm if your card supports 3DS.
If your card doesn’t support 3DS, it cannot be used with Relay. Please try another card.
Key Tips to Remember
Always enter the code promptly and correctly.
Never exit until you see “Authentication Complete.”
If 3DS doesn’t appear, your card may not be supported.