Problems making payment

The most common reason for problems at checkout is the 3D Secure process, where your bank requires that you enter a password or SMS code to authorise payment. Unfortunately, there can often be problems with 3D Secure that can cause debit and credit card payments to fail.


Using 3D Secure

3D Secure is provided by your bank, 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, 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 requiring a password to entering 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. When shopping with Loco2, 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 page. If you cannot see instructions, or you have any questions, you should 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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