FAQ

The Anti-Fraud is a system of identification of fraud during online payments and e-banking.

According to its Anti-Fraud Policy, Tickets.kg controls the flow of the arriving funds and tries to prevents any financial fraud. However, we are unable to influence the decisions of payment systems, and your transaction may be regarded as suspicious.

Main reasons why a transaction may be identified as suspicious by anti-fraud filters:

1. The online payment was made in a country other than the one in which the Buyer's card was issued.
2. The card is blacklisted by the anti-fraud systems.
3. The card was issued in a country where most of scam with the bank cards occurs. Usually, it is certain countries in Asia, Africa, and Latin America.

Besides, your card may not be accepted for some other reasons as well. To find more about this issue, please read the article “Why the bank card may not be accepted.”

How the anti-fraud systems react to suspicious activities:

• Once the information has been entered, the card is automatically blocked;
• The payment system blocks the payment attempt without giving reasons;
• The payment system sends an email to the Buyer with the request to submit the required documents to confirm his/her ownership of the card;
• The payment system offers the Buyer a simple online check to make sure he/she is a real holder of the card.

The documentary evidence for the bank card ownership

If your card information causes the anti-fraud system's suspicion, you will receive an email with the request to provide documentary evidence for your bank card ownership:

Dear Customer,

For successful ticket purchase, please confirm your eligibility to use the bank card.

To confirm, you must send the required documents to [email protected] before the booking expires.

Documents required:

• photocopy/scan of page 1 of the card holder's passport
• photocopy/scan of the front side of the debit/credit card used for payment.

You may hide the digits, except the last four ones, which must be easily readable.

The technical staff will analyze the information for further issuance of the ticket. All the above-listed information is deleted upon consideration.

We apologize for inconveniencing you.

If the payment system accepts your documentary evidence, your payment transaction will be completed and you will get the itinerary receipt with the booking reference number at your email.

If the payment system rejects your documentary evidence or you do not submit the documents before the expiry of booking, you will get an email notification and the tickets will be back on sale. In that case, we recommend that you repeat booking and pay via another method or use another card.

Online check of card ownership

In certain cases, the card may not be accepted by the anti-fraud filter of Tickets.kg. The customer will be redirected to the following message or will get it at his/her email. The message will contain information on payment denial and instructions for further steps. They should be followed no later than 15 minutes after payment attempt.

Attention! Your card was not accepted by the anti-fraud filter of Tickets.kg.
We need to make sure that you are the real owner of the bank card.
For the sake of security, we are going to block a random amount equivalent to $0.7–$1.2 (depending on the currency) on your card. In the drop-down list, select the country in the currency of which a random amount is going to be blocked and press “BLOCK.”

The amount blocked may be found in:

1. E-banking—in the latest account statement;
2. SMS-banking, if activated;
3. Bank's customer support (the telephone is on the reverse side of the card)—you should ask the operator in what sales point the last transaction was made and what amount was blocked. In the field below, you should enter the amount blocked on your card and press “CONFIRM.”

Please note that the check must be completed within 15 minutes after payment attempt.

If the blocked random amount coincides with the amount entered, your payment transaction will be completed and you will get the itinerary receipt with the booking reference number at your email. If the amounts do not coincide or you not submit confirmation, the payment will be declined and your booking canceled; the funds on your card will be unblocked within 3 hours.

If you have any questions, please contact our Customer Support. Our team will be pleased to answer all of your questions relating to purchase, booking, and payment.