1. What is 3D Secure?
3D Secure is a security protocol designed to reduce fraud and authenticate online transactions by adding an extra layer of authentication. Many major banks and card networks like Mastercard and Visa use this protocol to enhance payment security.
2. How does SUNRATE use 3D Secure?
SUNRATE may require 3D Secure verification for certain transactions based on security or regulatory requirements. You may need to enter a one-time password (OTP) sent via SMS to confirm the transaction.
3. Why do I need to verify my transaction?
Verification ensures that you are the one making the payment and minimises the risks of unauthorised usage of your card.
4. What’s the difference between Frictional 3DS, Frictionless 3DS, and Non-3DS?
3DS Challenge：Your card uses the challenge 3DS verification mechanism, requiring a one-time password for security confirmation with each transaction.
3DS Frictionless：3DS Frictionless Cards enable password-free payments that are treated as pre-authorized. It's important to note that we might not be able to process chargebacks for claims of fraud on these transactions. If you prefer a verification step for each payment, we recommend using a 3DS Challenge Card.
Non-3DS: Your card does not support 3DS verification services. Each transaction only verifies card information without any additional verification. Some online merchants do not accept cards without 3DS.
5. Why do some transactions require verification while others don’t?
Verification is triggered based on:
High transaction amount
Transactions involving high-risk merchants
Unusual location or device activity
Regulatory or bank security requirements
6. How does SUNRATE verify my transactions?
When 3D Secure is required, you will be asked to complete authentication using one of the following methods:
SMS OTP: A one-time password will be sent to your registered phone number or email.
You can check your card details under Card Management in your SUNRATE account.
7. What is a one-time password (OTP), and when do I need it?
An OTP is a unique code generated for transaction verification. If required, you will receive it via SMS or email and must enter it on the payment page.
*Multiple incorrect attempts may temporarily lock your card.
8. What should I do if I don’t receive the OTP?
Ensure that your registered phone number are up-to-date.
Check if your phone can receive SMS messages.
If you still don’t receive the OTP, try again later or contact our customer support team at support@sunrate.com.
9. What should I do if verification fails?
Verification failure can occur due to:
Network or device issues
Incorrect OTP entry
You can try again or contact SUNRATE support for assistance.
10. What if my card gets locked?
If your SUNRATE card is locked, contact our customer support team at support@sunrate.com for assistance. In cases of suspected fraudulent activity, a replacement card may be issued for security purposes.
11. Can I opt out of 3D Secure verification?
No. 3D Secure verification is required for security and regulatory compliance, and it cannot be disabled.