Why am I having trouble paying by card at checkout? (AU clients only)

If you're experiencing issues paying by card, try the following steps:

• Check Your Details

Make sure your card details are entered exactly as they appear.

• Internet Connection

A stable, secure internet connection is required. Disruptions can stop the payment from going through.

• Browser & Device

We recommend Google Chrome or Microsoft Edge. If you're on a tablet or iPad, try switching to a computer. Clear your browser's cache and cookies.

• Enable Pop-Ups

Checkout may use 3D Secure (e.g. Verified by Visa, Mastercard SecureCode, Amex SafeKey), which may require SMS verification.

• Check Your Card Supports 3D Secure (SMS Verification)

Ensure your card is enrolled in 3D Secure (Verified by Visa, Mastercard SecureCode, or Amex SafeKey) and that your bank has your correct mobile number. This step is essential for receiving SMS codes during checkout.

• What is 3D Secure?

3D Secure adds an extra layer of protection for online payments. After entering your card details, your bank may prompt you to enter a one-time code.

Here’s what to expect from major banks:

• AMEX – You may be sent a one-time security code to the registered mobile number and/or email address on your account. For support call AMEX on the 1800 number on the back of your card.

• ANZ – You will be sent a one-time code to the registered mobile number on your account. For support, call ANZ on 132 273.

• NAB – You will be required to enter your Online Shopping ID (OSID) located on the back of your card. For support, call NAB on 132 265.

• CBA - You will be sent a one-time code to the registered mobile number on your account. For support login to Netbank or call CBA on 132 221.

• WESTPAC - You will be sent a one-time code to the registered mobile number on your account. For support login to Online Banking or call Westpac on 1300 655 505.

• BENDIGO BANK – You will be required to enter your Customer Number. This can be found on your card statement, desktop e-banking or within mobile e-banking. For support, call Bendigo Bank on 1300 236 344.

• BANKWEST - You will be sent a one-time code to the registered mobile number on your account. For support, call Bankwest on 1300 368 748.

• ST GEORGE – You will be sent a one-time code, or receive a call, to the registered mobile number on your account. For support call St George on 13 33 30.

If your banking institution is not listed above, or if you have any questions regarding 3D Secure, please contact your bank directly for more information.