---
title: Sage Pay Transaction Authentication Issues
description: If you face issues attempting to authenticate a payment online, follow these steps..
---

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March 22, 2023

# Sage Pay Transaction Authentication Issues

## If you face issues attempting to authenticate a payment online, follow these steps..

- Are your contact details up to date with your bank? 3D Secure V2 uses 2 factor authentication and if you have not recently confirmed your details via online banking then the process can break down
- If you are using a desktop PC or laptop 
    - Ensure you're using an up-to-date web browser
    - Try using a different web browser
    - If you use [Ad Blocking](https://en.wikipedia.org/wiki/Ad_blocking) software extensions in your browser, try adding an exception to the Family Portal and Sage Pay
    - Check for potential blocked popups 
          - [Allow pop-ups in Chrome](https://support.google.com/chrome/answer/95472?hl=en-GB&co=GENIE.Platform%3DDesktop)
          - [Allow pop-ups in Edge](https://www.howtogeek.com/732439/how-to-allow-pop-ups-in-microsoft-edge/#moka_anchor_certain_sites)
          - [Allow pop-ups in Mac Safari](https://support.apple.com/en-gb/guide/safari/sfri40696/mac)
- If you are using a mobile device such as a phone or tablet 
    - Ensure your banking app is downloaded and installed on the same device
    - Do you have sufficient mobile network? If your network drops during the 3D Secure authentication it will cause problems
- Attempt to pay on a different device e.g. a Laptop or PC, don't worry after you log in your checkout will still be there
- Use an alternative debit or credit card

 

### If all else fails, please do contact us [here](https://info.premier-education.com/en/knowledge/kb-tickets/new?hsLang=en)and we can assist further. 

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