When making an online purchase from Trend Micro, you might see an error message that says:
"Sorry, we are unable to process your order. Your card must be authenticated with 3-D Secure before continuing."
Why did this happen?
3-D Secure is an added layer of security used by banks to protect your credit or debit card during online transactions. This system requires you to verify your identity—usually through a one-time password (OTP), biometric verification, or a banking app—before the transaction can be approved.
This error means your card requires 3-D Secure authentication, but the process couldn’t be completed, which caused the payment to fail.
What should I do next?
Follow these steps to fix the issue:
- Clear browser's cache and cookies:
Your browser saves old data that might stop the website from loading properly. Clearing this can help refresh the page. - Use incognito or private browsing mode:
This opens the website without using saved data or settings, which can help if something is causing a conflict. - Use different web browsers:
Some websites work better on certain browsers (like Google Chrome, Mozilla Firefox, Microsoft Edge, etc.). Trying a different one can help fix the problem. - Switch to a different internet connection (like mobile data or Wi-Fi):
The problem might be with the internet connection. Changing to another one can help check if that’s the issue. - Contact your card issuer or bank directly:
Your bank can walk you through the next steps so you can complete your purchase without further issues. Since they manage the 3-D Secure protection on your card, they can:- Explain how 3-D Secure works for your specific card
- Help you complete the authentication process
- Resolve any problems that may be blocking the transaction
