---
title: "How to Troubleshoot an unsuccessful authentication"
description: "Last updated October 2026"
url: https://help.business.getonbloc.com/en/articles/310-how-to-troubleshoot-an-unsuccessful-authentication
collection: "Troubleshooting billing"
updated: 2026-10-24
language: en
---

# How to Troubleshoot an unsuccessful authentication

Last updated October 2026

If your user authentication wasn't successful, you might see this error message:

-   **User authentication was unsuccessful. Please consult with your bank or use another payment method.**
    

This means that some information about your identity and business connected to your payment method couldn't be verified.

## **Before you begin**

Payment failures are frequently caused by entering incorrect information, a poor network connection, or issues with bank authorisation. Your payment can fail when your bank or payment provider experiences an issue when adding a payment source or processing your payment.

**Verify your payment information**

-   Check the payment information you entered on Bloc Ads Manager.
    
-   Confirm your credit or debit card is valid and has not expired.
    
-   Verify your account has sufficient funds or available credit to cover the payment.
    

**Check your internet connection and clear cache.**

-   Clear your cookies and browser cache, and complete the payment using your browser's incognito mode.
    
-   Disable any VPN or pop-up blocker you are using - as these may prevent the 3D Secure Verification page from loading.
    
-   Complete the payment using a different browser.
    
-   Clear the Bloc Ads Manager cache. Log in to your Ads Manager account and add _&reset\_cache=1_ to the end of the URL.
    

## **How to Troubleshoot Unsuccessful Authentication**

-   Verify that the information you have entered (i.e. cardholder’s name, email, address etc.) is accurate or retry with other cards.
    
-   Make sure that the information you have entered is accurate (i.e. Cardholder's name, email, address, etc.)
    
-   Make sure your card supports 3D Secure Verification (3DS), your 3DS verification is correct, or contact the card-issuing bank for 3DS issues.
    

If you still have problems, use a different card or payment method to complete the transaction. You can also contact Bloc Business Support for help.