How to Troubleshoot unsuccessful authentication

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 authorization. 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 TikTok 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 TikTok 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 TikTok Business Support for help.