Hi,
I tried making an online payment of 5 GBP using the Niyo SBM card. It gave "The 3D secure response was: Declined" error. My amount got deducted and have not received its refund yet.
Can you please confirm if the card provides 3D Secure for online foreign currency transactions?
Best regards,
Dhamma
Hey @dhamma12! Regret the inconvenience! 
Currently, Niyo Global by SBM doesn’t support 3D secure payments. In case, if your amount has been debited from your account for a failed international transaction, a refund will be processed within 5-10 days.
Regards,
Ok, thanks for the reply. Any idea if 3D secure shall be introduced in near future? Or do we have any portal to request for this feature?
We are sorry to let you know that there are no plans to introduce it in the near future by the bank.
I am facing the same issue with Niyo equitas card. Will it be introduced in the future?
Same issue still persists , you guys have not fixed issue in 2+ years,very bad.
The issue is stil there as I tried to book tickets of
Tickets on Sktropolis at Genting hghlands and it got declined 3 times as they accept the mony only fro cards having 3d secure facility.
Hey @Anees_AL
Welcome to the Niyo Community! 
We sincerely regret any inconvenience this may have caused. Please allow us some time to review your concern thoroughly and work towards a resolution. We truly appreciate your patience and will get back to you with an update at the earliest.
Just a quick note to let you know that the Niyo community is more than a place to get help with your queries. You can stay up-to-date with all the latest announcements from Niyo, and chat about anything Niyo or travel-related—whether it’s your Niyo card, Niyo services, or any other travel topics.
Plus, it’s the perfect spot to connect with fellow travelers! You can ask for advice on travel itineraries, visa info, tips and tricks, flight bookings, and so much more.
And don’t forget to explore the Travel with Niyo category for even more travel content!
We’re always here if you need anything 
Hey @Anees_AL
As discussed, thank you for confirming that you’re able to make transactions with other merchants, but are facing an issue with just one specific merchant. Once you’re back from your trip and have some free time, please do share the error screenshot with us at global.escalation@goniyo.com✉️ and help us with the ticket ID so that we can thoroughly investigate the issue and assist you promptly.
Wishing you a smooth and enjoyable trip ahead! 
We’ll be here to help whenever you’re ready. 
Hi everyone,I
am facing a really frustrating issue with my card here in Sweden. It works completely fine when I use it at physical supermarkets or for any small online payments under 500 SEK. But whenever I try to pay a larger amount online (like my rent or on H&M), the 3D secure page just crashes or fails to load completely.Sometimes it says the page took too long to respond, and other times I get a broken page saying "payment failed because of an error."I have been trying to get help from customer care through WhatsApp for the last 5 days, but I am not getting any valid information from them. They just keep telling me to wait 2 or 3 days and try again, but it is always the same result.My card is active and international usage is fully enabled in my app, so the issue is definitely with the online verification page failing to connect.I have already generated an official ticket for this. Could a moderator please look into this and escalate it to the backend technical team?
My Ticket Number: 690676.
Merchant Reference Code from the failed page: ef61c9279b584bcea52ac8953b5253ce
Thanks!
Hey @Ruchika_Verma
Welcome to the Niyo Community! 
We sincerely regret any inconvenience this may have caused. Please allow us some time to review your concern thoroughly and work towards a resolution. We truly appreciate your patience and will get back to you with an update at the earliest.
Just a quick note to let you know that the Niyo community is more than a place to get help with your queries. You can stay up-to-date with all the latest announcements from Niyo, and chat about anything Niyo or travel-related—whether it’s your Niyo card, Niyo services, or any other travel topics.
Plus, it’s the perfect spot to connect with fellow travelers! You can ask for advice on travel itineraries, visa info, tips and tricks, flight bookings, and so much more.
And don’t forget to explore the Travel with Niyo category for even more travel content!
We’re always here if you need anything. 
Thank you for looking into this. I really appreciate it, and I hope it gets resolved as soon as possible. Please let me know if you need anything else from my side.
Hello,
Thank you for the response, but this is not a new concern — it has been ongoing for over two weeks now.
Timeline so far:
I understand these things take time to investigate, but I have now had two committed deadlines missed without any explanation, and each time I follow up, I simply receive a new ticket number instead of a real update.
I need a clear answer to three things:
I have a rent payment due on July 30 and no other way to pay it, so this is time-sensitive for me. A generic “please allow us time” response is not enough at this point — I need specifics.
Ticket references: 690864 and 690676.
We are truly sorry for the frustration and inconvenience this has caused you. We completely understand how stressful it is when an international transaction fails, especially when you need it to go through seamlessly.
Please be assured that we have escalated this directly to our technical team and have flagged it as a top priority. We are tracking this closely to identify why the transaction is being blocked and are pushing for a quick resolution. We will reach out to you with an update the absolute moment we have a confirmation.
Thank you so much for your patience and for giving us the time to get this sorted out for you.
This has now gone completely silent since I last got a call from you. I need to know: how long am I actually supposed to wait?
All I keep getting is tickets — ticket after ticket, or one merged into another. That is not a solution. A ticket number does not fix my payment issue.
Since my last post here, this is what has happened:
This is not acceptable. It has been 8 days since I first reported this issue (9th July), and instead of a resolution, I am getting incorrect information and dismissive treatment.
At the very least, please provide a direct phone number where I can explain this in detail to someone who can properly look into it, since chat clearly isn’t working. I need someone to take ownership of this and give me a real, accurate update today — not another ticket
Hey @Ruchika_Verma
We know waiting for an update can be incredibly frustrating, and we sincerely apologize for the experience you’ve had with the chat closures and conflicting information. That is definitely not the standard we aim to provide, and we completely understand your frustration with just receiving ticket numbers instead of a real solution.
We are directly following up with the bank team right now to secure a clear timeline and a concrete resolution for your 3D Secure payment issue. We want to ensure this is handled properly.
We will be sure to update you here as soon as we have news today. Thank you so much for your patience and understanding.
Hey @Ruchika_Verma
Following up on our recent conversation regarding your declined transactions, we checked with the bank team, but no error logs were captured on their end across the two merchants.
To help us investigate this further, we request you to share a screenshot 
or screen recording of the error message you’re seeing via the ticket ID 691473.
In the meantime, We also suggest reaching out directly via bank’s in-app chat support so the team can assist you in real time and get this resolved promptly.
DCB Email: customercare@dcbbank.com
DCB Helpline: 022-68997777 / 040-68157777
We truly appreciate your patience and cooperation! 
Hello,
I understand there may be no transaction log captured, since the failure likely happens at the 3D Secure/authentication step, before it reaches your bank’s core system — that’s consistent with everything I’ve experienced.
I have already reached out via the customer care email you shared, along with WhatsApp, email, and this forum, multiple times since 9th July (tickets 690676, 691473, reference code ef61c9279b584bcea52ac8953b5253ce). I have also contacted the merchant side directly to check if the issue could be on their end, so I am coordinating with both sides at the same time.
I have done everything within my power from my end.
As requested on the phone call, I’m attaching the video again showing the payment issue. Let me know if you need anything else from my side.
Thanks
Hey @Ruchika_Verma
Thank you for sharing the screen recording as requested.
We have escalated the concern to the bank team for further review and investigation. Kindly allow us some time while we work towards resolving this matter at the earliest.
We will proactively keep you updated as soon as we receive any further information from the team.
Thank you for your patience and understanding.
