This article explains the Strong Customer Authentication (SCA) verification process that all new Ticketsolve Pay customers need to complete as part of onboarding, why it's required, and what to expect.
If you're new to Ticketsolve Pay and want a quick overview first, start with our Introduction to Ticketsolve Pay article.
Why is SCA verification required?
European financial regulations require platforms like Mangopay (our payment partner behind Ticketsolve Pay) to collect a formal, verified record of your consent before Ticketsolve can manage and process funds on your behalf. This is a regulatory step that's essential for compliance across the payments industry.
In practice, this is about how Ticketsolve communicates with Mangopay through automated system processes. For your payments to run smoothly, Ticketsolve needs to be able to carry out certain actions automatically — like checking balances and processing payouts — without requiring you to manually authorise each one. The SCA consent gives us that permission, so everything works seamlessly in the background.
What you're consenting to
During onboarding: Access account balances and transactions
As part of the SCA verification during onboarding, you'll be asked to consent to Ticketsolve accessing your Ticketsolve Pay wallet balance and transactions. We need this for reporting and reconciliation — it allows us to make sure the money in your wallet lines up with the orders in your Ticketsolve account. It's also how we ensure your Minimum Balance (a retained amount used to cover ad hoc refunds) stays at the right level when calculating your pay-outs, and lets us investigate and resolve any discrepancies.
When updating bank details: Register or modify bank accounts
When you submit or update the bank account for receiving your pay-outs, you'll be asked to grant a separate consent at that point. This authorises Ticketsolve to sync those changes to Mangopay on your behalf — for example, if you switch banks and update your details in Ticketsolve, this consent allows the change to carry through automatically.
Important
The onboarding consent is required to complete the setup process. Without it, Ticketsolve cannot reliably reconcile your account or calculate your pay-outs. The SCA step formalises your permission so we can carry out these essential checks automatically and in a compliant way.
What happens if you don't complete this?
SCA verification is a mandatory part of onboarding to Ticketsolve Pay. Without the verified consent it provides, Ticketsolve cannot carry out the automated processes needed to manage your payments, pay-outs, and refunds.
How the process works
During onboarding, the SCA verification is completed during a short video call with the Ticketsolve team. Here's what to expect:
- We generate a secure link: On the call, we'll create a one-time URL unique to your account. It's only active for 10 minutes, which is why we complete this together live.
- Agree to the terms: The first screen asks you to tick a box confirming you've read the Ticketsolve Pay Terms and Conditions, then click Start your verification.
- Grant consent: You'll see the consent item listed above. Tick the box and click Save & continue.
- Optional passkey setup: If your device supports passkeys, you'll be offered the option to add one for extra security. You can continue with a passkey or skip this step — it's entirely up to you.
- Enter your email address: Type in the email associated with your Ticketsolve Pay account. No inbox access needed — the address just has to match the one on your account.
- Set a 6-digit PIN: You'll create a new security PIN. This will be used for any future account changes, so choose something memorable.
- Verify your mobile number: Finally, enter your mobile number to receive a one-time passcode. Enter the code, and once verified, you'll be redirected back into Ticketsolve. If you set up a passkey in step 4, this step is skipped automatically.
That's it — the process is complete!
Ticketsolve Tip
Make sure you have your Ticketsolve Pay email address and your mobile phone to hand before the call. The whole process only takes a few minutes.
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