How to pay using 3D Secure
What 3D Secure authentication is, the process for using it with online payments, and how to troubleshoot if you have any problems.
What is 3D Secure?
3D Secure is a third-party service that adds an extra layer of security to online card payments. It helps protect your money by asking the cardholder to verify the transaction by entering a one-time passcode that gets sent to them by text, email, mobile banking app, or phone call.
If the verification process is not completed, for example, if you close the verification window or do not enter the one-time passcode, the payment will not proceed, and the application or request will not be submitted.
Before you make the payment, make sure:
- you use a card that belongs to you or someone you trust
- the cardholder’s contact details are up to date with their bank
- the cardholder is available while you are completing the payment so you can contact them to receive the code.
Process to complete a payment with 3D Secure
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Step 1: Start your application or request
Go to the relevant website or app to start your application or request.
Fill in your details and complete the required sections.
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Step 2: Enter the card details
Enter the card number, expiry date, and CVV (also called a security code — the 3 or 4 digits on the back of the card).
Make sure the cardholder is available to receive the one-time passcode.
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Step 3: Complete 3D Secure verification
A pop-up or new screen will appear and ask you to verify your payment by entering a one-time passcode.
The passcode will be sent to the cardholder by text, email, mobile banking app, or phone call, using the contact details they have registered with their bank.
You will need enter the code to confirm the payment.
If the code is sent by email and does not arrive, check spam or junk folders or request a new one.
If you close the 3D Secure screen without successfully entering the code, your payment will not proceed, and your application will not be submitted.
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Step 4: Payment confirmation
Once verified, your payment will be processed.
You will receive a message and email from us to confirm your payment has been received.
If your payment is declined
If your payment is declined, the cardholder should contact their bank or financial institution to confirm the transaction was not blocked. They should advise the bank they are making a payment to Immigration New Zealand and using 3D Secure to authenticate the payment.
The cardholder’s bank should let them know how to complete the payment.
You can also try using a different card, including one that is not 3D Secure enabled.
Common issues and how to fix them
One-time passcode not received
- Check if the cardholder’s phone number or email address is correct and up to date with their bank.
- Ask the cardholder to check their spam or junk folders or SMS inbox.
- Try resending the code if that option is available.
- Enable Wi-Fi Calling on the cardholder’s mobile phone.
Note
To enable Wi-Fi Calling on an iPhone:
- Go to Settings
- Select Phone (it might be called Mobile or Cellular)
- Select and turn on Wi-Fi Calling
To enable Wi-Fi Calling on an Android:
- Go to Settings
- Select Connections or Network & Internet
- Select and turn on Wi-Fi Calling
These instructions may vary slightly depending on the version or brand of phone.
Authentication screen not loading
- Refresh the page or try a different browser.
- Disable pop-up blockers or browser extensions that may be blocking the 3D Secure pop-up.
- Try again using a different device.
One-time passcode entered but not accepted
- Double-check the code is correct.
- Ensure the code has not expired — they usually expire within a few minutes.
- Request a new code if possible.
Technical error or system crash
- Take a screenshot of the error.
- The cardholder can contact their bank for advice. They may need to see the screenshot to help resolve the issue.
- You can also try again later or try using a different device.
Further help
If you need any further help with 3D Secure, the cardholder must contact their bank.
We cannot remove the one-time passcode requirement.