Saved Credit/Debit Cards Require Updating

  • Friday, 20th September, 2019
  • 14:41pm

What's happening?

If you pay for services with us using a Credit or Debit card, we require you to re-enter your saved Credit/Debit card details. You can do this in our Portal, or by following the payment links in your next invoice email from us.


On 14th September 2019, the Financial Conduct Authority announced new and improved Credit/Debit card security standards. The new standards, known as Strong Customer Authentication (SCA) and 3D Secure 2.0, are designed to make card payments more secure and reduce fraud.

Despite lengthy discussions with our payment merchant providers, we've not been able to work around new security criteria requirements and as such require card details be re-entered.

What is SCA and 3D Secure 2.0?

During a Credit/Debit card payment, SCA and 3D Secure 2.0 require at least two of the following criteria:

  • Something You Know (e.g. your password or PIN)
  • Something You Have (e.g. verification with a phone app, text message or token)
  • Something You Are (e.g. your fingerprint or facial recognition)

Although an 18-month phased introduction period is planned, some banks and card providers - particularly business - have already begun enforcing SCA and 3D Secure 2.0 for all transactions. This means your card details we have saved are now invalid because they do not pass the security criteria.

What should I do now?

If you wish to continue paying by Credit/Debit card, you'll just need to re-enter your card details via your next due invoice, or by logging in to our Portal. Please note, SCA and 3D Secure 2.0 standards may require further identification challenges in future, so you may have to re-enter your card details periodically. This is unfortunately outside of our control.

What's the alternative?

You can set up a Direct Debit mandate (if you are in the EU) or a PayPal Subscription if you prefer. We also support Bank Transfer and SWIFT payments too. You'll find all the relevant payment details inside any unpaid invoice, and you can change the payment method as desired.

Please accept our sincerest apologies for any inconvenience caused. If you have any queries, please do not hesitate to open a support ticket and our Billing team will be happy to assist.

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