What is PSD2?

PSD2 is an EU Directive which recently came into force and may change the way that your bank processes your payments. The objective of PSD2 is to enhance the security of online payments.

I received one of the following error messages when making a payment, what should I do now?

If you receive any of the below error messages while attempting to make payment, please contact your bank who should be able to assist you with the issue that you are experiencing:

• Referral B Credit Card Verification Failed
• Transaction blocked by merchant’s 3D secure 2 configuration. Credit Card Verification Failed
• Authentication rejected – Credit Card Verification Failed
• Declined – There is a problem with your card

My session has time out – what do I do next?

If your session times out, you will receive the following message directing you to log into the site again:

When you log back in you should:

• Complete the payment process if you have not already done so
• Check your order history if you had completed your transaction to confirm payment has been made
• If your payment was processing, get in touch with us to ensure your payment has been processed. We will contact you within 24 hours

The payment page is frozen, what does this mean?

Please get in touch with us to ensure your payment has been processed. We will contact you within 24 hours.

My balance is incorrect, what should I do?

If the balance on your order is displaying incorrectly, please get in touch and we will make contact within 24 hours.

How can I tell if my payment has completed?

When your payment has processed you will be returned to the payment summary page.

• A message will be displayed advising your payment has been successful
• You will receive a confirmation email to the email address that we hold on file for you
• You will find details of your payment in your order history including your receipt of payment
• If for some reason you are not returned to the payment summary page, please get in touch and we will make contact within 24 hours

What payment methods do you accept?

The following payment methods are accepted:

• We accept major credit and debit cards, including Visa, Mastercard and Revolut
• You can pay by cheque (made payable to Chartered Accountants Ireland)
• We accept payment by bank transfer

Why can I not pay with American Express (Amex)?

Since updating our website to comply with PSD2 last year, we have been experiencing issues with online payments made using American Express cards. Over the past 12 months, we have sought to address these issues with our third-party payment processor, but we have been unable to find a solution that will ensure a consistent payment experience for our members. We have therefore decided to discontinue support for Amex on our website as of 21 February 2022.

Amex is the only payment method I have available, what can I do?

If it is possible for you to renew your membership using an alternative payment method, we would encourage you to do so. However, if you have no other option, we will work with you directly to facilitate an Amex payment. Please get in touch via the query form and we can set up a call at a time that is convenient for you.

I must pay by Amex to get reimbursed by my company, what can I do?

We will work with you directly to facilitate an Amex payment. Please get in touch via the query form and we can set up a call at a time that is convenient for you.

Is the decision to remove Amex a permanent one?

The decision to remove Amex is not permanent. We will continue to review payment options with our third-party payment processor. We will only re-introduce Amex if we are satisfied that we can deliver a consistent payment experience for our members. As part of our digital transformation programme, we will continue to work on improving and enhancing our online experience.

Why does my card provider need to send me a PIN/passcode?

Sometime your card provider may “challenge” your payment, that is, they will query the validity of the payment to protect the security of your card account. In these cases, they will send you a verification code to complete your transaction. This might also be called a one-time PIN, passcode, or authentication code.

• This verification code will be issued by text message from your card provider to your mobile phone so it's essential that you have the registered phone to hand
• On receipt of the code, you will have a limited time (usually 10 mins) to enter this into our system and complete your transaction

At no time you will be asked to enter your bank account PIN to our payments system. You should only enter the one-time code issued to you by the bank on your phone.