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 or email to confirm the transaction.
Not all transactions require verification—only those flagged for security checks, such as payments subject to PSD2 regulations in Europe.
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. Some transactions require verification due to regulatory rules, while others are flagged based on security risks.
4. 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
5. 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/Email OTP: A one-time password will be sent to your registered phone number or email.
Security password (if applicable): Some transactions may require an additional 6-digit security code.
You can check your card details under Card Management in your SUNRATE account.
6. 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.
7. What should I do if I don’t receive the OTP?
Ensure that your registered phone number and email are up to date in your SUNRATE account.
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.
8. What happens if I enter the wrong OTP multiple times?
For security reasons, multiple failed attempts may temporarily lock your card. If this happens, contact our customer support team at support@sunrate.com to unlock it.
9. What should I do if verification fails?
Verification failure can occur due to:
Network or device issues
Incorrect OTP entry
Security system blocking the transaction
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.