Problems making payment

If you're having trouble with your payment, it may be due to 3D Secure. 3D Secure is a layer of security that your bank requires where you'll have to enter a password or SMS code to authorise payment. Sometimes there are problems with 3D Secure that can cause debit and credit card payments to fail. We've outlined the issues below.

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Using 3D Secure

3D Secure is provided by your bank, not Loco2, and is an extra layer of security for online transactions. It's commonly referred to as "Verified by Visa" or "Mastercard SecureCode".

After you have entered your payment card details on Loco2, your bank will load a pop-up screen.

If you do not see a pop-up screen, check that your browser is supported by Loco2 and your bank. You may also need to contact your bank to change how they verify your identity (for example by switching from a password to a code sent by SMS).

The appearance of the pop-up may change slightly from bank to bank, but you should expect the following information:

Please enter the information requested and click "submit" to authenticate payment. Please note that a password is not always requested. The merchant will be listed as loco2ltd.

Enrolling in 3D Secure

If you do not know your password (or you have not set up 3D Secure) you should follow the instructions on the pop-up. If you cannot see instructions, or you have any questions please contact your bank, who should be able to help.
In exceptional cases, you may see a message that says "Problem with your booking" after you have successfully entered all payment details, including the correct 3D Secure password. If you see this message, it means that there has been a technical problem at the end of the booking process, and someone will contact you to explain what to do next. Please see Problem with your order: Checkout error for details.

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