Why did I receive a data authentication request during my purchase?

Data authentication is a security step that may appear during an online purchase made with a card. It helps confirm that the person making the payment is actually authorised to use that card.

In this article, you will understand why this confirmation may be requested, how the process works, and what to do if the code does not arrive, appears as incorrect, or if the payment is not approved.

Why can data authentication be requested?

During a purchase, the payment goes through a security analysis. In some cases, the bank or card issuer may ask for an extra confirmation before approving the transaction.

This confirmation may happen for different reasons, such as fraud protection, the bank’s security rules, requirements from the country where the card was issued, or risk analysis of the purchase.

In European countries, for example, this step is common because of security protocols such as 3DS2, which helps banks and payment companies validate online transactions more accurately.

Receiving this request does not necessarily mean there is something wrong with your purchase. In most cases, it is just a verification step to protect your data and prevent unauthorised use of the card.

How does authentication happen during the purchase?

After entering your card details on Hotmart’s payment page and clicking to complete the purchase, the payment request is sent for analysis.

If the bank identifies that it needs to confirm the identity of the person using the card, a new screen may appear. This screen is provided by the bank itself or by the card issuer, and may ask for a password, security code, PIN, biometrics, facial recognition, or another type of confirmation.

When authentication is completed successfully, the bank may approve the payment. If authentication is not completed, is incorrect, or expires, the purchase may be declined.

Hotmart does not control this authentication screen, the code sent, the validity period, or the type of confirmation requested. This information is defined by the bank or card issuer.

What should I do when authentication appears?

When the authentication screen is displayed, follow the instructions shown on it. Usually, the bank informs where you should confirm the purchase, such as in the bank app, by SMS, email, token, card password, or another security method.

Avoid closing the payment screen before completing the authentication. If the page is closed, the time expires, or the confirmation is not completed, we recommend checking whether the purchase was completed or whether you will need to start the purchase again.

What should I do if I cannot complete the authentication?

If authentication is not completed, first check the instructions displayed on the bank’s or card issuer’s screen. Confirmation may happen through a code sent by SMS or email, password, biometrics, facial recognition, notification in the bank app, or another security method.

If you were supposed to receive a code and it did not arrive, check whether the phone number or email registered with the bank is up to date. Also check whether your phone has signal, whether your SMS inbox is not full, whether the email did not go to the spam folder, and whether the bank app sent any notification.

If the code arrives incomplete, appears as incorrect, or the authentication expires, wait a few minutes and try again. When the option to resend the code is available, use only the most recent code.

If the problem continues, contact the bank or card issuer. Since this step happens in the bank’s environment, Hotmart cannot resend codes, correct contact details, change the authentication method, or manually approve the purchase.

What should I do if the payment is declined after authentication?

Even after authentication, the bank may still decline the payment. This can happen due to insufficient limit, a security block, incorrect card details, a card not enabled for online or international purchases, temporary instability, or the bank’s internal policy.

Declines may also happen when the details entered during the purchase are different from the details registered with the bank or on the card. In these cases, the bank may request an additional confirmation or not authorise the transaction.

If the payment is not approved, check the details entered and try again. If the problem continues, contact the bank or card issuer to understand the reason for the decline.

For more information about what may prevent a purchase from being completed, see this article.

Is this authentication request safe?

Yes. Authentication is a security step used to protect the cardholder and reduce the risk of unauthorised purchases.

Even so, pay attention: Hotmart never asks you to share bank passwords, the full card security code, or sensitive data by phone, social media, or messages outside the secure payment environment. Follow only the instructions displayed on the payment screen or through your bank’s official channels.

Frequently asked questions

❯ Where should I enter the code I received?

The code must be entered in the field displayed on the bank’s authentication screen. This screen usually appears right after you try to complete the purchase.

In some cases, the bank may ask you to confirm directly in the app, instead of on the payment page. For this reason, also check your bank app notifications.

❯ I did not receive an SMS, email, or bank notification. What should I do?

Check whether your contact details are up to date with the bank and whether your phone has signal. Also check the email spam folder and the banking app notifications.

If no message arrives, contact the bank or card issuer, as Hotmart does not send or control this code.

❯ The code arrived incomplete or appears as incorrect. How can I solve this?

Request a new code, if this option is available. Then, enter only the most recent code, respecting the validity period shown.

If the problem continues, contact the bank. The bank is responsible for generating and validating the authentication code.