What is a 3D Secure check (3DS)?

3D Secure (3DS) is an additional security check that may be used when you make a card payment online.

It helps your bank confirm that the person making the payment is authorised to use the card.

How does 3D Secure work?

When placing an order, your bank or card provider may ask you to verify the payment before it can be authorised.

Depending on your bank, you may be asked to:

• Approve the payment through your banking app
• Enter a verification code sent by text message
• Enter a password or other security information

The verification process is controlled by your bank or card provider, rather than Builder Depot.

Why has my 3D Secure check failed?

A payment may be unsuccessful if:

• The 3D Secure verification was not completed
• Your bank declined the payment
• The verification timed out
• The browser or payment window was closed before verification was completed
• Your bank was unable to authenticate the transaction

If you're having difficulty completing the security check, you may need to contact your bank or try another available payment method.

My order says “Pending Payment”

If your order shows as Pending Payment, this does not necessarily mean that your payment has failed.

We may still be waiting for your bank or payment provider to confirm the transaction.

Please do not place another order while the payment is still being processed, as this could result in a duplicate order or payment.

If the payment is approved, your order should complete and your order confirmation will be generated.

If you're unsure whether your payment or order has been successfully created, please contact our Online Customer Service Team so we can check the status for you.

If a payment is showing on your bank account or PayPal but you haven't received an order confirmation, see I’ve been charged but haven’t received an order confirmation – what should I do?

How do I know if my order has been successfully placed?

A successful payment attempt does not necessarily mean that your order has been fully created.

For more information, see How do I know if my order has been successfully placed?

I still need help with my payment

If you're experiencing problems placing your order, see I’m having trouble paying online. What should I do?

If you're unsure whether a payment or order has been successfully created, please contact our Online Customer Service Team before attempting to place another order.