Strong Customer Authentication – Customers Unable to Complete Security Checks

Update timeline

1. investigating Nov 03, 2026, 12:25 PM UTC

   We are currently investigating an issue preventing some customers from completing extra security checks required to approve online card payments and certain sensitive actions in the app. Our technical team is actively investigating, and we sincerely apologize for the disruption. We will provide an update as soon as more information is available.

2. investigating Nov 03, 2026, 12:30 PM UTC

   For around 45 minutes, some customers have been unable to receive the SMS codes needed to complete extra security checks. This has affected login attempts, online card payments requiring approval, and sensitive actions in the app, such as making payments or changing security settings, which may have failed or remained pending. The service now appears to be recovering, and customers can retry their login or action. We are continuing to monitor the situation; the cause is still under investigation.

3. monitoring Nov 03, 2026, 12:55 PM UTC

   The affected authentication service is recovering, and customers should now be able to receive SMS codes and complete login attempts, payment approvals, and other sensitive actions. Our technical team is closely monitoring the situation to confirm that the service remains stable. We apologize for the disruption and recommend retrying any action that did not complete.

4. identified Nov 03, 2026, 01:38 PM UTC

   The issue has been identified and a fix is being implemented.