What is Strong Customer Authentication?
Beginning September 14, 2019, new requirements for authenticating online commerce will be introduced in Europe as part of the second Payment Services Directive (PSD2).
This may require that we ask for additional authentication both for your first and subsequent transactions, depending on your bank.
How this additional layer of authentication is handled depends on your bank. They may request you authenticate using their banking app or some other method.
Who does this affect?
This affects anyone in the European Union whose bank has implemented Strong Customer Authentication.
Our financial services provider Stripe will determine based on a number of factors the "risk profile" of any transaction. Generally speaking, the larger the purchase amount, the more likely Stripe will recommend to your bank that additional authentication is required.
Even in cases where Stripe determines that the purchase is unlikely to be fraudulent, your bank may still request additional authentication.
What happens if my payment requires authentication?
If you're signing up for Lumen5 for the first time, during the checkout process, you will be prompted to provide additional authentication. How this is handled is determined by your bank. If you're not sure what to do in this case, contact your bank.
Your bank may request authentication on a recurring transaction due after you first signup. In this case, we will send you up to 3 emails requesting you provide additional authentication. If after 15 days you haven't responded to the authentication request, your Lumen5 paid subscription will be cancelled and you'll be downgraded to a free account.
I need more help, who should I talk to?
If you're not sure how to authenticate your Lumen5 transaction when requested, you should contact your bank for assistance.
For anything else, feel free to reach out to our support team! We'll be happy to help.