Some customers have reported that they are unable to enter their card details when making payments via our mobile app or website. This appears to happen when their internet security or anti-virus software detects the Worldpay payment form used to submit card details. Some customers see a security warning message from their internet security or anti-virus software, and others see an in-app message warning that the payment form has been blocked.
This only happens because we are being extra careful with your card details, and getting you to submit them directly to Worldpay rather than via our servers. Your internet security or anti-virus software has detected the Worldpay form embedded in our app, knows that this is used to submit card details, and wants to offer you the choice to load the Worldpay form via their own web browser instead.
This is not strictly necessary as Worldpay already uses the highest commercially available levels of security to encrypt your card details before transmitting them across the internet to their secure servers. However, until you tell your internet security or anti-virus software that you trust Worldpay, you won't be able to access our payment form to submit your card details.
You have two choices:
- Temporarily suspend, pause or de-activate your internet security or anti-virus software while you complete the card payment (you will need to do this every time you submit a card payment via our mobile app or website)
- Add Worldpay to a list of "safe" or "trusted" websites maintained by your internet security or anti-virus software (you won't need to go through this process again when you next submit a card payment via our mobile app or website)
The latter option is the most secure, but does mean you are permanently deciding to exclude all Worldpay services from web access protection (not just our payment form). The former option is less secure - as your system is vulnerable during the suspended period - but means you are only making the decision to not use web access protection just this one time.
Search your internet security or anti-virus software's help or knowledge base to find out how to temporarily suspend protection, or to permanently add "*.vjv.com" to the list of safe/trusted websites excluded from web access protection.
If you follow these instructions but still cannot access the card payment form, please sign in and contact us using the support badge found bottom-right on our mobile app and website. One of our team will be happy to help.