What Is 3DS?
3D Secure (also known as Visa Secure for Visa cards) is an authentication protocol that adds an extra verification step when you make online purchases.
When triggered, you'll receive a push notification or SMS code to confirm the transaction.
How It Works
When you make an online card payment:
You enter your card details on a merchant's website
The merchant's payment system requests 3DS authentication
You receive a verification request via your chosen delivery method
You confirm the transaction
Once verified, the payment is processed
3DS Delivery Methods
Kolo may deliver 3DS verification requests through different channels depending on your setup.
Method | Description |
In-app confirmation | Approve directly in the Kolo app via push notification |
SMS | Receive a one-time code via text message to your phone |
Receive a one-time code via email | |
Telegram | For Telegram bot users — receive verification in your Telegram chat |
Wallet screen | Confirmation displayed directly on your wallet section |
⚠️ Important: Available delivery methods may depend on your account setup and enabled channels.
Types of Merchant 3DS Behavior
Different merchants may use 3DS in different ways:
Type | Description | Example |
Always ask | 3DS verification is required for every transaction | High-security merchants, government services |
Ask first time | 3DS is required only on your first purchase; subsequent transactions are remembered | Subscription services, streaming platforms |
Ask every time | 3DS is triggered for each transaction, regardless of history | Travel bookings, high-value purchases |
Risk-based | 3DS is triggered only for suspicious or high-risk transactions | Most e-commerce stores |
Common 3DS Scenarios
✅ Successful Verification
You approve the request in the app or enter the code received by SMS, email, or another supported method
Once the verification is completed successfully, the payment continues
⚠️ Verification Timeout
If you don't respond within the time limit (usually 90 seconds), the transaction may fail
This usually happens if:
the request is not opened in time
the code expires
the approval step is missed
Try the payment again and complete the verification promptly
❌ 3DS Request Not Received
If you do not receive the verification request:
check whether push notifications are enabled for the Kolo app
make sure your phone number and email address are correct in your profile
check your spam or junk folder if you are using email
try another available delivery method
❌ SMS Not Received
In some regions, SMS delivery may be less reliable.
This is more common in parts of:
Latin America, including Ecuador, Colombia, and Peru
the Middle East
If you do not receive your SMS code, we recommend switching to email OTP.
💡 Pro tip: In many regions, email OTP is more reliable than SMS for 3DS verification.
🔁 Change Your OTP Delivery Method
If SMS delivery is delayed or unavailable, switching to email may help you complete the payment more reliably.
⚠️ Important: Make sure your contact details are up to date before changing the delivery method.
Tips for Smoother 3DS Verification
Keep the Kolo app installed and notifications enabled
Respond quickly, as 3DS requests usually expire within a short time
Make sure your phone number and email are up to date
Use email OTP if SMS delivery is unreliable in your region
FAQ
Why do some merchants always ask for 3DS, while others do not?
Why do some merchants always ask for 3DS, while others do not?
Merchants configure 3DS differently. Some always require it, while others use it only for first-time or higher-risk purchases.
What happens if I do not complete 3DS in time?
What happens if I do not complete 3DS in time?
The transaction may fail or expire. You can usually retry the payment and complete the verification again.
Need Help?
If you are not receiving 3DS requests or are not sure which delivery method to use, our support team will be happy to help.