Has your card been declined online?

Strong Customer Authentication, a new industry standard way to give you greater protection when you're shopping online, is being rolled out across the UK.

This change has been a challenge for retailers and not all of them are ready. This means that in some cases the retailer won’t ask you for the extra checks to authorise your purchase (using Danske ID), and as a result your card transaction may be declined.

If you weren’t asked to authorise your purchase

If this happens to you, the first thing to do is check your available balance on the Mobile Bank app or eBanking. You should also check that the transaction isn’t showing in ‘pending transactions’ to make sure it doesn’t go through more than once. If it isn’t showing, please try to complete the transaction again.

If you are still unsuccessful, you may want to get in touch with the retailer to ask if they can accept your payment another way.

If you were asked to authorise your purchase

If you were asked to authorise your purchase with a one-time passcode or Danske ID and your card is still being declined, please phone us on 0345 600 2882.

Lines are open between 8am and 6pm Monday to Friday and 9am to 5pm Saturdays and Sundays.