3D Secure Payment Authorisation
Why am I being asked to Authorise my payment?
A very small percentage of card payments (less than 0.01%) taken via our system require further authorisation. This is due to the security options applied to the Customer's card.
What is 3D Secure?
The Strong Customer Authentication regulation in Europe requires the use of 3D Secure for card payments. For extra fraud protection, 3D Secure requires customers to complete an additional verification step with the card issuer when paying.
Authorising the Payment
When you make a card payment that triggers the 3D Secure authorisation, the booking/payment will be completed as normal, but you will then be presented with the Payment Authentication screen.
Once logged in to your account, you will be prompted to authorise any outstanding payments
Please Note: You will not be able to navigate away from this page until outstanding payment authorisations have been completed.
When you click Authenticate, you will be presented with a pop-up window asking for live authorisation of the payment. This pop-up is provided and managed by your card issuer
Automatic Monthly Payments
Monthly payments are taken overnight so cannot be authorised "live". If a 3D Secure authorisation is required for a Monthly Payment, you will be sent an email asking you to log in to their Customer Portal and authorise the payment.
I Can't Add a Payment Card to My Account
When I try to add a payment card to my account a general error comes up.
The most common cause of this is the extra layer of security required that involves confirming the cardholder postcode when adding a card to your account.
Please Note: This is not always your home postcode, it is the postcode that the card is registered to.
If you have moved house since you were last issued a card by your provider your card may still be registered to the old address, or it may have been entered incorrectly when you gave them your new address.
I've checked the cardholder address with my card provider and it is all correct.
In this case please contact us and our technical team will take a closer look.
Making a Payment
How do I make a payment and view previous transactions?
Log in to your online account
On your account dashboard, select My Payments
This brings up a page which shows you you're current balance, a history of your transactions and a button to Make a Payment
Click Make a Payment
Please Note: If your account balance is £0.00 or in credit the Make a Payment option is not available.
There are 3 fields here:
Franchise: Sometimes (rarely) our customers have two consumers that attend classes in different venues that belong to different areas. This allows you to select which one you are paying.
Payment Card: Select which of your stored payment cards you wish to pay with
Payment Amount: This is set to your current owed balance by default
Fill in/confirm the details and click Make Payment
I don't have a payment card stored
In this case a message will show up with a link to the Add Card page:
On the Manage Cards page, select Add Card
Enter the Name on Card
Enter the long Card Number
Enter the card Expiry Date
Enter the CVC number
Enter the Billing Postcode
Please Note: This is the post code of the address that the card is registered to. If the card is rejected it may mean that it is different to your home address.
Click Add Card
You can now go back to My Payments to make a payment
Please Note: Unfortunately we are not able to accept payments via American Express
A Note on Card Storage
Your card is stored on your online account to make it easier for you to make payments. However, your full card details are not stored on our system. They are encrypted by our payment provider, Stripe, who then send back an encrypted token to our system. All we see is the last 4 digits which help us identify the correct card if you wish to pay over the phone.
I don't want my card to be stored after I've paid
If this is the case, once payment is made:
Head back to the Dashboard
Select Manage Account
Select Manage My Cards
Click Delete
Payment Cards
How do I add, change or delete a payment card?
Log in to your account
On the dashboard select Manage Account
Select Manage Your Cards
To delete a card, click Delete
Please note: If you have an active monthly plan, you cannot delete the card attached to this plan. A new card will need to be added before the original card can be removed.
Add a New Card
Click Add New Card
Enter the Name on Card
Enter the long Card Number
Enter the card Expiry Date
Enter the CVC number
Enter the Billing Postcode
Please Note: This is the post code of the address that the card is registered to. If the card is rejected it may mean that it is different to your home address
Please Note: If you already have active monthly plans on your account, you will get an option asking whether you would like to set this new card as the payment source for ALL of these plans.
Select Yes or No
Click Add Card
Please Note: Unfortunately we are not able to accept payments via American Express
A Note on Card Storage
Your card is stored on your online account to make it easier for you to make payments. However, your full card details are not stored on our system. They are encrypted by our payment provider, Stripe, who then send back an encrypted token to our system. All we see is the last 4 digits which help us identify the correct card if you wish to pay over the phone.
I don't want my card to be stored after I've paid (Deleting a Card)
If this is the case, once payment is made:
Head back to the Dashboard
Select Manage Account
Select Manage My Cards
Click Delete