There are many reasons that a card transaction may be declined or put on hold. One specific reason that you may see is “Additional confirmation required”, which means that an extra security check is needed before an online card payment can be approved, in line with the EU “Revised Payment Services Directive” (PSD2). Once the security check is triggered by the online payment process (i.e. the merchant’s technical integration), you only have a short time frame (5 minutes) to confirm. Otherwise it needs to be re-started.
What does it mean?
For some online payments, the law requires additional cardholder verification, known as 3-D Secure (3DS). This step helps confirm that the payment is made by you.
This is not applicable for payments in store, at a payment terminal, with your physical card or Apple pay/Google pay.
Why can this happen?
You may see this status when:
Extra verification is required and Vivid informs the merchant to initiate the confirmation flow.
The verification step was not completed successfully or in time.
There was a temporary issue during authentication.
What can I do?
Ensure app notifications are enabled and your internet connection is stable.
Retry the payment and complete the verification step if prompted.
Try using another payment method.
Contact the merchant to clarify why the confirmation flow was not initiated on their side.
Only if the merchant confirms that the 3DS flow was initiated but you did not receive any notification, please contact our Customer Support team via live chat support.
Is there an issue with my card?
No, this is a standard security requirement for online card payments.
If it keeps happening across different merchants, contact us and we will investigate.