Loom supports payments made with India-issued cards. However, if you’re using a debit or credit card issued by an Indian bank, you may need to complete an additional authentication step in order to complete payment.
Why? On October 1, 2021, the Reserve Bank of India issued an e-mandate on cards for recurring transactions. This requires extra authentication in some cases.
How do I authenticate a payment I’m trying to make with my India-issued card?
If you attempt to make a payment through Loom, you may receive a prompt to complete an additional verification step with the card issuer. The exact authentication process may vary depending on your card issuer. It may entail entering a password on your bank’s website or entering a one-time code sent to your device. Follow the prompts to complete payment.
Here is an example of what that may look like:
What about recurring payments?
If your card requires an additional authentication step, you will be notified 24 hours before your renewal or true-up payment. You will receive an email from email@example.com that allows you to pay your invoice and complete that authentication step via a link to our payment portal.
You will also be notified in-app when a payment requires an additional authentication step that can be completed via the payment link in your email.
What if I am using a Loom Business Trial?
If you check out during your Trial, you won’t be charged until your Trial ends. At that point, you will receive an email from firstname.lastname@example.org that allows you to pay your invoice and complete that authentication step via a payment link.
My card still won’t work. What can I do?
You may still run into payment issues using an India-issued card. If you do, please ensure that your card has international transactions enabled.
If you are still unable to successfully checkout, please contact our Support team.