All Collections
Pricing and Payments
🔧 Troubleshooting Guidance to Verify your Card Details
🔧 Troubleshooting Guidance to Verify your Card Details

Not seeing any extra security prompt pop up after adding your card details?

Updated over a week ago

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


  • Keyboard Shortcuts:

    • CMMD + Shift + N (on macOS)

    • CTRL + Shift + N (on Windows/Linux)

  • Manual:

    1. At the top right of an open Chrome window, click the three dots

    2. Click New Incognito Window

    3. A new window appears. In the top corner, check for the Incognito icon


  • Keyboard Shortcuts:

    • Shift + ⌘ + P (on macOS)

    • Shift + CTRL + P (on Windows/Linux)

  • Manual:

    1. Click on the Firefox Menu in the upper-right-hand corner of the browser

    2. Select New Private Window


  • 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.


  1. At the top right, click the three dots

  2. Select More tools

  3. Select Extensions

  4. Use the toggle next to each extension to temporarily disable them


  1. Click the Menu button

  2. Click Add-ons and Themes and select Extensions

  3. Click the blue toggle to temporarily disable each extension


  1. Choose Safari

  2. Preferences

  3. Then click Extensions

  4. To turn off an extension, deselect its checkbox

Check Javascript


  • 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.


  • 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


  • 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:

  1. Any error messages you see

  2. 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!

Did this answer your question?