Troubleshooting Online Merchant Authorization (3D Secure)

I didn't get an approval request

If a merchant told you to approve a purchase in the Branch App but no request appeared, try these steps:

1. Update the Branch App to the latest version.
2. Open the Branch App. A pending approval request appears when the Branch App opens, or right after you log in.
3. If push notifications are turned off, check your text messages for a link.
4. If more than eight minutes have passed since checkout, try the purchase again. A new approval request appears.

I forgot my Wallet passcode

Tap Forgot Passcode on the passcode screen and reset your Wallet passcode. If you finish the reset within eight minutes of the request, you can still approve the purchase. If more than eight minutes have passed, try the purchase again.

I entered the wrong Wallet passcode

The Branch App shows an "Incorrect passcode" message. Enter your six-digit Wallet passcode again.

I approved the purchase, but it was still declined

Approving an online merchant authorization request confirms your identity, but the purchase can still be declined for other reasons, such as insufficient funds or a locked Branch Card. See Why is my purchase being declined? for common reasons and fixes.

I was asked to approve a purchase I didn't make

Tap I Don't Recognize This to stop the purchase. Tapping I Don't Recognize This doesn't lock your Branch Card. Review your recent transactions in the Branch App, and dispute any transaction you don't recognize.

Related Articles

• Online Merchant Authorization Guide (3D Secure)
• How do I approve an online purchase?
• Why is my purchase being declined?
• How do I lock & unlock the Branch card?
• How do I reset my passcode?
• How do I file a dispute?

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Branch is not a bank. Banking services are provided by Lead Bank, Member FDIC and Evolve Bank & Trust, Member FDIC, which are Branch’s bank partners. The name of the bank partner for your account is listed on the back of your debit card and can also be found in the Branch App under “Your Account Information”. FDIC insurance only applies to eligible accounts should the bank holding your funds fail. Branch Mastercard Debit Cards are issued by Evolve Bank & Trust or Lead Bank, Member FDIC, as applicable, pursuant to a license from Mastercard and may be used everywhere Mastercard debit cards are accepted.