Why am I being asked to provide Mastercard details at lounge?
As part of PSD2 regulations brought in to reduce fraud, customers are required to go through strong authentication on certain transactions. Our solution requires you to go through this process just once, as subsequent transactions will be processed from your stored card on file.
What if I don't have my Mastercard with me?
You may be unable to complete the entry process and will not be permitted access into the lounge. We strongly recommend that you pre-register or update your Mastercard details online now to use your digital membership card, and you should always carry your Mastercard when you visit a lounge.
What if my card is unable to be swiped?
Pre-register to use your digital membership card, otherwise you may not be able to access lounges. If you have been denied access to the lounge because your card has not been recognised by the lounge device please contact your card issuer.
What if I don't have my phone to complete the two-factor authentication?
If the in-lounge card validation is unable to be completed through your issuer’s established security verification methods, you will be unable to access the lounge.
Can I use my digital access token* to get into the lounge?
You can use your digital access token to enter the lounge however you may also need your physical card to complete the in-lounge card validation process if you have not previously validated your card. Mastercard Airport Experiences recommends you carry your Mastercard with you when visiting a lounge.
What if I receive a new Mastercard?
We recommend that you create an account or log in on the web or in app and update/re-enter your card details in the ‘My Details’ section as soon as possible. As part of these processes, you will be asked to authenticate your eligible Mastercard. Afterwards, you should be able to go through the standard lounge entry process without needing to re-authenticate your details.
Why am I being denied entry after I enter my details?
Once your Mastercard is swiped, you will need to enter the country and postal code that the card is registered to and the correct CVC from the back of your Mastercard. Subsequently, you will be prompted to complete the two factor authentication process from your bank – which could require you to input a One Time Password into the device, or validate the transaction in your banking app. If successful, the visit entry process will be completed.
I am still being denied access. What can I do?
If you don't already have a Mastercard Airport Experiences online account, you can create one via the website or app. As part of this process, you will be asked to authenticate your eligible Mastercard. Afterwards, you should be able to go through the standard lounge entry process without needing to re-authenticate your details.
If you have an online account already, you can log in on the web or in app and update/re-enter your card details in the ‘My Details’ section. As part of this process, you will be asked to authenticate your eligible Mastercard. Afterwards, you should be able to go through the standard lounge entry process without needing to re-authenticate your details.
Who do I contact if I am still unable to access a lounge?
We recommend to create or log in to your Mastercard Airport Experiences account, to enter/re-enter your Mastercard details on the website and app. If you still are unable to gain access, please contact your card issuer or contact the Mastercard Airport Experiences Customer Services team.
As part of PSD2 regulations brought in to reduce fraud, customers are required to go through strong authentication on certain transactions. Our solution requires you to go through this process just once, as subsequent transactions will be processed from your stored card on file.
What if I don't have my Mastercard with me?
You may be unable to complete the entry process and will not be permitted access into the lounge. We strongly recommend that you pre-register or update your Mastercard details online now to use your digital membership card, and you should always carry your Mastercard when you visit a lounge.
What if my card is unable to be swiped?
Pre-register to use your digital membership card, otherwise you may not be able to access lounges. If you have been denied access to the lounge because your card has not been recognised by the lounge device please contact your card issuer.
What if I don't have my phone to complete the two-factor authentication?
If the in-lounge card validation is unable to be completed through your issuer’s established security verification methods, you will be unable to access the lounge.
Can I use my digital access token* to get into the lounge?
You can use your digital access token to enter the lounge however you may also need your physical card to complete the in-lounge card validation process if you have not previously validated your card. Mastercard Airport Experiences recommends you carry your Mastercard with you when visiting a lounge.
What if I receive a new Mastercard?
We recommend that you create an account or log in on the web or in app and update/re-enter your card details in the ‘My Details’ section as soon as possible. As part of these processes, you will be asked to authenticate your eligible Mastercard. Afterwards, you should be able to go through the standard lounge entry process without needing to re-authenticate your details.
Why am I being denied entry after I enter my details?
Once your Mastercard is swiped, you will need to enter the country and postal code that the card is registered to and the correct CVC from the back of your Mastercard. Subsequently, you will be prompted to complete the two factor authentication process from your bank – which could require you to input a One Time Password into the device, or validate the transaction in your banking app. If successful, the visit entry process will be completed.
I am still being denied access. What can I do?
If you don't already have a Mastercard Airport Experiences online account, you can create one via the website or app. As part of this process, you will be asked to authenticate your eligible Mastercard. Afterwards, you should be able to go through the standard lounge entry process without needing to re-authenticate your details.
If you have an online account already, you can log in on the web or in app and update/re-enter your card details in the ‘My Details’ section. As part of this process, you will be asked to authenticate your eligible Mastercard. Afterwards, you should be able to go through the standard lounge entry process without needing to re-authenticate your details.
Who do I contact if I am still unable to access a lounge?
We recommend to create or log in to your Mastercard Airport Experiences account, to enter/re-enter your Mastercard details on the website and app. If you still are unable to gain access, please contact your card issuer or contact the Mastercard Airport Experiences Customer Services team.