You may receive an email from Sage saying the following:

“ACTION REQUIRED - Your payment was declined - bank authentication required”

This can be caused by 3D Secure (3DS), which is a mandatory measure by some banks to protect you from fraud and scams. This is a result of Strong Customer Authentication (SCA), which is a new set of rules that came into place in the UK 14 March 2022. This means a change to how often you'll need to verify online purchases on your card.

When a renewal attempt by Sage is made, if 3DS confirmation is required, your payment may fail until you manually confirm you want this payment to be made.

What do you need to do?

You will receive an email from [email protected] with your invoice, where you can make this confirmation by clicking Confirm Payment. This will re-trigger your bank's 3DS authentication, so you can authorise the payment. How you are asked to verify this will depend on your bank. For example, you may be asked to verify in your banking app, or you might be sent a passcode etc.

Once this has been done, your renewal payment will go through successfully.

If you have any further questions about 3DS setup or how it works, you must contact your bank.

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