Why do I have to go through extra verification (Strong Customer Authentication) when buying a ticket?

You’re in the middle of buying your Climb26 ticket online when suddenly your bank asks you to approve the purchase – perhaps via a one-time passcode or a banking app notification. Don’t worry, this is a normal part of modern online payments called Strong Customer Authentication (SCA). It’s meant to protect you.

What is SCA?

Strong Customer Authentication (SCA) is a security law requirement in the UK and EU that adds an extra layer of verification for online payments. Essentially, when you purchase something online (like your Climb26 ticket), your bank may ask for additional confirmation that it’s really you making the payment. This often comes in the form of: 

• A Text/Email One-Time Passcode (OTP): Your bank sends a numeric code to your mobile phone or email, which you must enter to confirm the payment.
• Bank App Approval or 3-D Secure Prompt: Alternatively, you might be redirected to your bank’s secure portal or mobile app to approve the transaction (for example, some banks show you a message like “Verify this purchase” in their app).

This two-factor authentication ensures that even if someone somehow got hold of your card details, they couldn’t use them without that second form of verification. It’s all about keeping your payments safe from fraud.

What do I need to do?

When you see a verification request during checkout:

1. Follow the Instructions On-Screen: The Climb26 ticketing site will redirect you to your bank’s verification step. This is usually branded with your bank’s logo and instructions.
2. Complete the Required Step: Enter the one-time code you received, or approve the transaction via your banking app/website. This typically must be done within a time limit (e.g. 5 minutes).
3. Return to the Climb26 Site: After successful verification, you’ll be automatically brought back to the Climb26 confirmation page. Your payment will then be processed, and you should see a confirmation that your ticket purchase was successful (and receive a confirmation email shortly after).

Common Issues and Solutions:

• Didn’t Receive a Code: If you chose SMS or email verification and the code hasn’t arrived, double-check that your phone number/email on file with your bank is correct and that you have a signal or internet connection. You can usually click “resend code” after a minute.
• Verification Timed Out: If you took too long, the process might reset. In that case, your purchase will not be completed. You should try the purchase again, and complete the verification promptly when prompted.
• Bank App Problems: If the bank’s app or site isn’t working, you might have an option to choose a different method (e.g., receiving a text instead of using the app). Alternatively, you can contact your bank’s customer service to resolve any access issues with your account’s authentication setup.

What to do if something goes wrong:

If you cannot complete the SCA step, your ticket purchase won’t go through, and you won’t be charged. First, try again and make sure to complete the identity check. If problems persist:

• Contact Your Bank: Sometimes banks have outdated contact information or other restrictions. They can help ensure you’re set up for SCA (for example, enrolling your phone number, or guiding you to enable their mobile app for authentication).
• Try Another Card: If one card isn’t working with SCA for some reason (for instance, if you don’t have the means to complete the verification), you can try a different payment card, perhaps from another bank. Almost all European and UK cards require SCA now, but the experience might be smoother with another issuer.
• Reach Out to Us: If you believe the issue is on our side (for example, an error on the payment page), please contact ClimbUK support. We can check if anything is wrong with our payment system or send you a direct payment link to try again. Our team is here to help make sure you get your ticket.