Who this is for: Reap cardholders who have been prompted for an OTP during a card transaction.
What this article covers: What OTP authentication is, when it is triggered, how the code is delivered, and what to do if something goes wrong.
Overview
When you make certain card payments, Reap may ask you to verify the transaction with a one-time password (OTP). This is a security step required by the card network to confirm that you, the cardholder, are authorizing the payment.
Jump to
- What is OTP card transaction authentication?
- When is OTP required?
- How is the OTP delivered?
- What to do if you did not receive your OTP
- Frequently asked questions
- Contact our Support TeamContact our Support Team
What is OTP card transaction authentication?
OTP authentication is part of the 3D Secure (3DS) card verification standard used by Visa. When a transaction is flagged for additional verification, Reap sends a one-time code to your registered contact method. You enter this code to confirm the payment. If the code is not entered in time - or fails verification - the transaction is declined.
This process is also known as Visa Secure authentication.
When is OTP required?
OTP authentication may be triggered for:
- Online purchases
- Transactions flagged as higher risk
- Transactions that require strong customer authentication under card network requirements
Not every transaction requires OTP. It is applied selectively based on the merchant and the transaction type.
How is the OTP delivered?
For card transactions, the OTP is delivered via SMS to the phone number enrolled in your card's 3D Secure (3DS) profile.
Method |
How it works |
| Text message (SMS) | The code is sent to your 3DS-enrolled mobile number |
| In-App OTP | You can approve the transaction directly from the Reap mobile app. |
For SMS and WhatsApp, the message reads: "Use code [code] to approve your Visa Secure transaction of [amount] to [merchant] with card ending [last 4 digits]"
Each OTP is valid for a limited time and can only be used once. Never share your OTP with anyone.
Note: WhatsApp and Google Authenticator are used for dashboard login (2FA) only — they are not used for card transaction authentication.
What to do if you did not receive your OTP
If you are not receiving your SMS OTP, follow these steps:
- Tap "Resend SMS" on the 3DS verification screen, if the option is available.
- Wait a few minutes before retrying the transaction — SMS delivery may be delayed due to network or carrier filtering.
- Confirm that your registered phone number can receive SMS messages:
- Device has a stable signal or roaming coverage
- Airplane mode is turned off
- SMS inbox is not blocking unknown senders or short codes
- No carrier or country restrictions are preventing delivery (some regions require registered sender IDs)
- As an alternative, use the In-app OTP to approve the transaction directly from the Reap mobile app.
- If the issue continues, contact support with your account name, cardholder name, and the time of the attempted transaction.
Frequently Asked Questions
Why was my transaction declined even though I entered the OTP?
Each OTP has a short validity window. If too much time passed between receiving the code and entering it, the transaction may have timed out. Try again and enter the code promptly after receiving it.
Can I change my 2FA method?
Yes. If you want to change the phone number enrolled for 3DS SMS OTP, please contact our Support Team via Live Chat or Email — this can only be updated by our card engineers.
Alternatively, you can use the In-app OTP to approve transactions directly from the Reap mobile app instead of SMS.
Note: Changing your 2FA method in Settings → Security on the Reap dashboard only affects your dashboard login — it does not change the phone number used for card 3DS authentication.
Will every online purchase require an OTP?
Not necessarily. OTP is applied selectively based on the merchant and transaction risk level. Some online purchases will complete without requiring a code.
My OTP arrived but the transaction still failed. What should I do?
Contact support and include your account name, cardholder name, transaction amount, merchant name, and the time of the transaction. Our team can look into the exact failure reason.
Should I share my OTP with anyone?
No. Never share your OTP with anyone - including Reap support staff. Reap will never ask you for your OTP in a support conversation.
Contact our Support Team
If you have questions or need assistance, contact our support team via the Live Chat in the Reap Dashboard (bottom right corner) or email us at hello@reap.global
For more information, visit Know who to talk to at Reap.