What is SCA?
If your payment is failing, it may be because it's not passing our Strong Customer Authentication (SCA) step.
This step is commonly required as a security measure for online payments, and it typically shows as a pop-up, but it might be that this isn't appearing for you.
We suggest the following troubleshooting steps to check your banking app and see if it's prompted there or to ensure your browsers don't have any pop-up blockers in place.
See example of how the SCA step looks below.
Continue reading for further instructions on how to complete these troubleshooting suggestions.
Start Your Subscription in Incognito Mode, or a Private Browser
Chrome
Keyboard Shortcuts:
CMMD + Shift + N (on macOS)
CTRL + Shift + N (on Windows/Linux)
Manual:
At the top right of an open Chrome window, click the three dots
Click New Incognito Window
A new window appears. In the top corner, check for the Incognito icon
Firefox
Keyboard Shortcuts:
Shift + ⌘ + P (on macOS)
Shift + CTRL + P (on Windows/Linux)
Manual:
Click on the Firefox Menu in the upper-right-hand corner of the browser
Select New Private Window
Safari
Skip this step if you're using Safari
Try Another Device
Try signing up using a different device if you are able to (i.e. a laptop, desktop, phone, or tablet)
Try Another Browser
Try signing up using a different browser such as Chrome, Firefox, or Safari.
Check Banking App
Look for an extra authentication step in your banking app
Try a Different Payment Method
If you have another card to try, please do so (i.e. MasterCard, VISA, Discover, or American Express).
If you have Google Pay or Apple Pay, this may resolve your sign-up troubles as well. Click here for further instructions.
Disable Extensions
Note: If you are in incognito mode or a private browser, in Chrome or Firefox, you can skip this step.
Chrome
At the top right, click the three dots
Select More tools
Select Extensions
Use the toggle next to each extension to temporarily disable them
Firefox
Click the Menu button
Click Add-ons and Themes and select Extensions
Click the blue toggle to temporarily disable each extension
Safari
Choose Safari
Preferences
Then click Extensions
To turn off an extension, deselect its checkbox
Check Javascript
Chrome
Open Chrome
Click Settings
Click Security and Privacy
Click Site settings
Click JavaScript
Select Sites can use Javascript (make sure Perlego has Javascript enabled)
Refresh sign-up page and try again.
Firefox
Open Firefox
Click the Firefox menu and select Options
Select the Content tab
Mark the Enable JavaScript checkbox
In Options window, click on the OK button to close it
Refresh sign-up page and try again
Safari
Open Safari
Click Safari in the top left corner of your screen
Select System Preferences
Select Security
Next to Web Content, make sure Enable Javascript is checked
Refresh sign-up page and try again
Reach Out to Your Bank
If none of these steps worked, it may be that your bank is blocking the transaction. Please try reaching out to them for further information.
Next steps, if you're still having troubles
If you haven't already, please send the following to the Customer Support member assisting you and we can take it from there to get this sorted for you:
Any error messages you see
Date & Time (with timezone) you last attempted to sign up
P.S. If you have any thoughts on how this article could be more of help to you, please let the Customer Support member you're chatting with know and we'll be glad to look into it!