I’m not receiving the verification code for my card payment or the code is not working (Visa 3DS)

This article explains why you may not be receiving a verification code for a card payment and what to do if the verification code you have received is not working.

I'm not receiving the verification code 

If you’re not receiving your verification code, please try the following:

1. Select a different method to receive the code

If you have both an email address and phone number on your Airwallex account, you’ll have the choice to receive your verification code to either of them. If you aren’t receiving the code to one of them, request the code to be sent to the other.

2. Check if your email address / phone number is the same as the ones stored in Airwallex

Login to your Airwallex account and check the email address / phone number you have on file in your User Profile. Ensure that your email address and phone number are verified. These are the details we’ll use to send your verification code. If you need to update your details, you can do so in your account. If you have any trouble with this, click here for instructions.

3. If you chose email, is it in your junk folder?

Make sure to check your junk or spam folder!

4. Do you have a VPN installed on your phone?

If so, it might be blocking the SMS from coming through. Try disconnecting your VPN, requesting the verification code again and see if it comes through. If that still doesn’t work, try receiving your code via email instead.

5. Are you overseas?

If you’re overseas and unable to receive text messages, please choose to receive your code via email. If you also don’t have access to your email account either, unfortunately you’ll need to make this payment using a different card.

If none of the above work, our customer support team are here to help. Get in touch with them here.

 

The verification code is not working

If you’ve received your verification code, but it’s not being accepted by Visa, try the following:

1. Type instead of copy and paste

Sometimes copy and pasting may carry over spaces - try typing in the code manually instead.

2. Ensure you’re inputting the most recently received code

Every time you request a code, the previous code expires. If you’ve requested the code multiple times, make sure you’re inputting the code you were sent most recently, as it should be the one that is valid.If you input your verification code incorrectly 3 times in a row, your card will be temporarily blocked by Visa. If this happens, please get in touch with our customer support team, who would be happy to help. Get in touch with them here.

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