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When you shop online with dōTERRA Europe, you may be asked for additional verification when completing payments.
The most common example is 3D Secure (3DS) where the bank/payment provider will send the cardholder an additional security step to complete the transaction.
3D Secure, also known as 3DS, is a form of payment verification introduced by major card brands (such as Visa, MasterCard, American Express etc.) to improve the safety of shopping online.
When placing a dōTERRA order, the cardholder may be prompted to complete an additional security step. This can differ according to the bank/payment provider, but it is often a notification from your banking app or a text message.
Watch the video for a helpful overview!
When paying online with a credit card, there are common issues, sometimes small details, which impact the success of the payment.
The video in this section provides helpful tips on using and adding a credit card so your order can be processed more smoothly!
During the process to finalise your online order, the 3DS verification step will appear for you to complete.
Please watch the video in this section for an example of the verification you can expect and when it is suitable to contact your bank.
Card Information: Check that you have entered card information correctly.
Card Settings: Contact your bank to make sure dōTERRA is authorised as an online merchant for your account and that your bank account is compatible with Euro currency payments.
Devices: Deactivate your pop-up blocker as this can stop the verification. You can also try placing an order on another device; sometimes other software can impact on the 3DS verification process.
Personal & Billing Information: Make sure that all personal and billing information, such as name and address, is consistent with the information stored with your bank.
Special Characters: The dōTERRA system keeps to a globalised set of rules, so it doesn’t accept special characters such as full-stops, accents, umlauts, hyphens, or any punctuation. Please use text only with no special characters. There are no issues using numbers.
Using an App: Check your banking app for any notifications. Some notifications don’t show unless your app is opened before the order is placed.
Card Limits: Check any daily, weekly, monthly, or online shopping limits on payment cards. This can often be done in your banking app. Remember to check any payment cards shared between you and another person.
Ordering for Others: If you have written permission (Policy Manual Section 5 D.) to use another member’s card or place an order for someone else, you must only use the payment information exclusive to the card holder. Do not add the account holder’s details to someone else’s card information.
3DS verifications are the most common form of additional security checks to confirm online payments. Banks and other online merchants may refer to it as Additional Verification, Strong Customer Authentication (SCA), Two-Factor-Authentication or a similar name.
Authentication types differ according to the bank, but it is often a notification through your banking app, or a security code sent by text message. However, this can also be a specific PIN, password, fingerprint, or other biometric recognition. Contact your bank to check which steps apply to you.
When you place an order online, verification will be required from the credit card holder, not the owner of the dōTERRA account.
Additional verification does not apply to subscription-based online payments e.g. automatic Loyalty Orders (LRP). However, if you want to process a Standard Order, Enrolment Order or One-Time Loyalty Order, then it is classed as an individual online transaction and 3DS may be required.
The cardholder will receive the 3DS verification step, not the owner of the dōTERRA account. Therefore, we recommend the account and cardholders communicate when orders are placed online, to maintain awareness of purchases and ensure a smoother order process.
In line with Data Protection laws and policies, we require full written and verbal permission from the cardholder and account holder to confirm the usage of cards on different accounts. Member Services can set this up for you. Details on policies are available here.
If you are paying for another member’s order, please do not list the account holder’s name when providing card details. Keep payment details specific to the cardholder.
Enrolling a new member is an exciting time, so we understand that payment issues here can be frustrating. Here are a few ideas to try if you’re experiencing issues:
Check our general troubleshooting steps above for solutions to the most common problems. If you’re still experiencing issues, it’s likely you will need to speak to your bank directly as they control the frequency of verification and how different online merchants are handled.
Here are some other options:
Our user experience is designed to be committed to protecting the safety of your online transactions.
dōTERRA moved to a different payment system in 2021 with stricter card safety guidelines. This means we have fully implemented the most recent 3DS requirements according to payment laws set up by the European Union, effective for all countries of the European Economic Area (EEA).
We don’t accept pre-paid cards or payment cards without 3DS enabled, to ensure you can fully verify the orders you place with the most updated security measures.
In line with our policies, we also require full written and verbal permission from cardholders and account holders when paying for orders other than your own. To have this kept on-file, please contact Member Services who will set this up for you.
Multiple factors can affect the need for authentication. Some banks require the step for transactions over a certain amount, if payment cards are being added for the first time, at random to check your activity or it’s required by default for specific businesses. Ultimately, it’s up to the customer’s bank to determine when a 3DS challenge is presented.
dōTERRA Europe is committed to secure payment processing, so occasionally if your credit card is declined online, the same card information may be automatically deleted from our system, and may need re-adding to your account and/or LRP template. This is a legislative safety measure and is often done when the credit card limit is exceeded, if online shopping is not enabled on the card or when the transaction is blocked by your bank. We recommend that you regularly check your dōTERRA account to make sure your payment details are correct and up to date.
Whilst there are common payment issues that affect all regions, there are also certain guidelines that are market specific. For example, some banks operate differently across various countries or implement more scam prevention measures.
Please check the table below to see if there are any additional steps we advise for your market:
|EASTERN EUROPE (Romania, Hungary, Czech Republic, Slovakia, Slovenia, Poland, Estonia)|| |
|PORTUGAL, FRANCE|| |
|SWITZERLAND, GERMANY & THE NETHERLANDS|| |