Have you had problems with a payment because you were asked to enter security information during your transaction? This might have been, for example, a one-time passcode (received to your mobile phone) or providing the answer to a security question.
This is happening as a reaction to new legislation coming from the EU 'Revised Payment Services Directive' (also known as 'PSD2'). PSD2 is designed to increase the security around online payments by ensuring the person making an online transaction is the payment method holder.
Banks, credit card providers and payment institutions are in the process of adapting their security measures to meet PSD2 standards. The new security standard is known as 3DS. 3DS is why you are being asked for more information.
Unfortunately, while these changes are being adopted, 3DS authentication failures may cause payments made on games consoles including PlayStation®5 and PlayStation®4 to be declined.
If this happened to you, please contact your bank or credit card provider directly to find out why a payment has been declined. Please also contact them for news on when their 3DS implementation will work for games consoles.
We expect this to impact credit and debit cards more than PayPal and other payment methods we accept. Voucher code redemption will be unaffected.
You should still be able to successfully check out on console using PayPal or another alternative payment method. You can also buy wallet top-up vouchers to redeem on your console and then use the wallet funds for your purchases.
Alternatively, the off-console version of PlayStation Store—accessible via desktop or mobile devices—is not expected to be as adversely impacted by the 3DS implementation process so you can try using your credit or debit card to buy content via a web browser.
After signing in to PlayStation Store and buying your content, you can go back to your console to download it.
At this time, the online version of PlayStation Store—accessible via desktop or mobile devices—is not expected to be as adversely impacted by the PSD2 implementation process. If you are unable to pay for content via PlayStation Store on your console, please try to buy PS4 or PS5 digital content including games, add-ons and subscriptions via a web browser.
After signing in to PlayStation Store via your desktop or mobile device and buying your content, you can download it to your console.
Please contact your bank or credit card provider directly if you wish to query why a payment has been declined. Please also contact them for news on when their 3DS implementation will work for games consoles.
The Second Payment Services Directive (PSD2) is a new European Union regulation which includes new payment security requirements. It will apply to online businesses accepting card payments including PlayStation Store on console. It will apply to all EU countries and it will be rolled out in a phased approach.
Strong Customer Authentication (SCA) is a new legal standard to increase security of online payments. Many providers will use 3DS 2.0 to meet that standard. 3DS will require you to enter additional information to prove you are the payment method owner before processing a payment. This could be something like a one-time passcode sent to your mobile phone, or answering a security question. SCA will be enforced in European countries by 31 of December 2020 with some local variation.
Wave 1: January 2021 100% of transactions in
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Finland, Greece, Hungary, Iceland, Ireland*, Italy*, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden
Wave 2: March 2021 100% of transactions in
Denmark and Germany
Wave 3: July 2021 100% transactions in
Wave 4: September 2021 100% of transactions in
United Kingdom*Enforcement dates in Ireland and Italy are under review. PlayStation will update them upon notification from local regulators.
3DS 2.0 is a new security protocol designed to improve security around online purchasing by helping verify the purchaser is the payment-method holder. It will present customers with a screen asking them to input additional information before they can complete the transaction. That might, for example, be a one-time passcode (OTP) sent by text message from your bank, which you will have to enter on-screen before the payment is approved. Banks may offer different authentication methods including a call to your landline, mobile banking app, face recognition etc.
Most common authentication methods in the EU markets include:
OTP – One-time passcode.
OOB – Out of band. Out-of-band authentication may use your mobile device or mobile banking app to authenticate the transaction.
HW – Hardware token.
If you have problems during payment (in 3DS), go to nets.eu/3ds to enrol your phone number and eCom password. Then try again.
Contact our support specialists