Overview

The EU Payment Service Directive 2 (PSD2) came into effect 1.1.2021. It applies to all digital payment methods and what it means is that all mobile and online payments may require something called “Strong Customer Authentication”. In practice this often means that payments will need to be verified with your bank’s online banking- or code app. The specific steps however depend on your bank or card issuer.

In this article, you will learn about: 

• What is PSD2? 
• How will this affect Whim payments?
• How will this affect you? 
• What we recommend in order to minimize any potential disruptions when using Whim
• Making Whim purchases under PSD2
• Adding a new payment card in Whim under PSD2 
• Whim subscription renewal under PSD2
• Questions and Answers

What is PSD2?  

The EU Payment Service Directive 2 applies to all-digital payment methods in EU countries. Starting this Saturday, September 14, 2019, all mobile and online payment will require something called “Strong Customer Authentication”.

In order to protect users from fraud, phishing, and unauthorized money transactions, it adds an extra level of authorization to electronic payment procedures. 

Read more about the PSD2 directive. 

How will this affect Whim payments?

When paying for any Whim services (purchasing tickets, paying for single trips, purchasing or renewing subscriptions) or adding a payment card, you may need to verify your identity. Strong authentication requirements may change depending on the bank: you may for example need to use verification codes (Nordea) or sign into your bank account (Danske Bank).

Whether or not strong authentication will be required when renewing subscription depends on your bank.

How will this affect you?

Your subscription renewal may fail due to strong authentication requirements. While this is unlikely we just want to make sure you are informed and as prepared as possible. We strongly recommend you to check that your subscription renewal has been successful before boarding a form of public transport.

If your subscription renewal fails, you can start a new subscription through the app. Go to your Whim app Profile view > Choose and subscribe > Choose the subscription you want > proceed to payment and follow instructions regarding strong authentication.

What we recommend in order to minimize any potential disruptions when using Whim:

1. Make sure that you are using the latest version of Whim. You can download the latest version from the App Store or Google Play.
2. Find out how your bank is dealing with strong authentication and make sure that you have installed your bank’s verification app. (For example, Google “PSD2 + the name of your bank”)
3. Update your payment information, if needed, by, for example, adding new credit card information to your Whim profile.
4. Make sure your 30-day HSL ticket is working normally, especially after a subscription renewal, before leaving home.
5. In the event that your bank rejects Whim’s automatic subscription renewal payment, please resubscribe to your Whim subscription. While this is unlikely we just want to make sure you are informed and as prepared as possible. 

Making Whim purchases under PSD2

1. Choose public transportation, taxi or rental:

(Fig. 1) Example: Using public transportation

2. Confirm the purchase.

(Fig. 2) Payment confirmation

3. You may be directed to the authentication view where you can verify your identity with a push notification, a text message or another method as stipulated by your bank. 

View different Verification methods from main banks in Finland.

4. After successful authentication, Whim will issue you the public transportation ticket, secure an available taxi, or book the car rental.

5. If authentication fails, an error message (Fig. 3 below) will appear and you will be directed back to the beginning of the purchase process (Fig. 1 above). 

(Fig. 3) Authentication failure

Adding a new payment card in Whim under PSD2

1. Go to Profile > Profile and Payments - add the new card details:

 
 (Fig. 4) Payment methods view                  (Fig. 5) “Add new card” view

2. You may be directed to the authentication view, where you may verify your identity with a push notification, a text message or another method as stipulated chosen by your bank. 

 View different Verification methods from main banks in Finland.

3. After successful authentication, your new card will be added to Whim.

4. Otherwise, an error message (Fig. 6) will appear and you will be directed to the beginning of the flow. 

(Fig. 6) Add new card failure error message

Whim subscription renewal under PSD2 

Whether or not strong customer authentication is needed for Whim subscription renewals is up to your bank. We highly recommend that you check whether your subscription renewal succeeded before using any public transportation. Failure to renew your Whim subscription will result in you being moved to our pay per ride option.

If your subscription renewal fails and you are automatically dropped with no subscription, kindly resubscribe to your Whim subscription. Go to your Whim app Profile view > Choose and subscribe > Choose the subscription you want > proceed to payment and follow instructions regarding strong authentication.

Questions and Answers 

• What should I do when strong customer authentication (SCA) fails? 
• What should I do if my subscription has automatically discontinued due to SCA? 
• Will every transaction in Whim require SCA?

What should I do when strong customer authentication (SCA) fails? 

If strong customer authentication fails due to insufficient funds, the app will show an error message indicating this (Fig. 7). 

(Fig. 7) SCA failure: insufficient funds 

If SCA fails for an unclear reason, please choose a different payment method and try again (Fig. 8).

(Fig. 8) SCA failure: Unclear/nonspecific error message 

What should I do if my subscription has automatically discontinued due to SCA? 

Whether or not strong customer authentication is needed for Whim subscription renewals is up to your bank. We highly recommend that you check whether your subscription renewal succeeded before using any public transportation. Failure to renew your Whim subscription will result in you being moved to our pay per ride option.

If your subscription renewal fails and you are automatically dropped to Pay per ride option, kindly resubscribe to your Whim subscription. Go to your Whim app Profile view > Choose and subscribe > Choose the  subscription you want > proceed to payment and follow instructions regarding strong authentication.

Will every transaction in Whim require SCA? 

This depends on your bank. We understand that your mobile payment process can be a bit slower and more complicated. Unfortunately, we cannot affect it because it is an EU legislation. We are sorry for any inconvenience caused. 

Please also note that some transactions do not require authentication, though it is important to point out that authentication can happen if bank requires to. If in the payment confirmation flow your bank supports the express-list of trusted merchants (Fig. 9), we encourage you to add Whim to the list when making your first payment.

(Fig. 9)

If you have an iOS device, we highly recommend you to use Apple Pay as the payment method, because it may reduce the authentication requests.