Authentication Failed We’re unable to authorise this transaction.

trebor111

Help needed please.

Been with same bank over thirty years.No financial issues,one credit card.Last year bank,credit card taken over by virgin,since then paying online with some companies,amazon prime,bt.whsmith wont allow us to pay anymore online,get "Authentication Failed
We’re unable to authorise this transaction." message with mastercard id check ring this number.Its virgin .they say theres nothing wrong at their end contact retailler.Online retailers say its nothing to do with them.How do I contact the system failing our authentication of who I am.I cant pay bills or purchase items.We are stuck and its becoming serious.

CliveOfIndia

trebor111 said:

 message with mastercard id check ring this number.Its virgin .they say theres nothing wrong at their end

Who are you contacting - Virgin or Mastercard?  I suspect it's Virgin you're calling, as I'm not even sure you'd be able to speak to Mastercard directly.  But it is Virgin you need to contact, as they are your card issuer.

It may be worth looking on Virgin's website to see if there's a different number you could contact - I suspect their complaints department may be a good start.

trebor111 said:

I cant pay bills or purchase items.We are stuck and its becoming serious.

You could use a debit card in the interim until such time as the issue is resolved.

trebor111

Hi the failure message online gives virgins phone number."message with mastercard id check ring this number.Its virgin"Cant find virgin complaint department contact details just the same number rang.Companies online dont always allow debit cards.Problem is finding out why authentication is failling us and who they are and how to communicate with them to correct this.

Thank you anyway.

born_again

When speaking to Virgin, did they say they can see the transaction request?
If not, then there is a communication issue. If they can then it could be their security system is declining transaction.
Do purchases elsewhere online work?

Personally I would delete card at Amazon & then add it again. Could just be a glitch.

tacpot12

What internet browser ar you using, and how good is your internet connection? 

Fingerbobs

What companies will allow a credit card to be used, but not a debit card? I've never heard of that before. The reverse is more common.

Bizarrely, your internet connection can make a difference. I find my Barclaycard 3DS always fails authentication if I'm connected to Tesco's in-store WiFi. I have to drop off the WiFi and use mobile data to complete the transaction, which is sometimes tricky in the depths of the shop!

daveyjp

As its a credit card apply for a different one.

trebor111

"When speaking to Virgin, did they say they can see the transaction request?
If not, then there is a communication issue. If they can then it could be their security system is declining transaction.
Do purchases elsewhere online work?"

Personally I would delete card at Amazon & then add it again. Could just be a glitch.

Its not a transaction request problem or authorisation issue or comunication issue its an authentication issue with some companies online as I said.its not just Amazon.its not a glitch.

I need to be able to find out why im not been authenticated with some onlline sites,and cannot find out who onlline is checking and not authenticating me  otherwise this will continue.