Identification online payment

Hello,
I was trying to do an online payment but from the shopping app I received a message that as the consequences of new changes in law, I need to do with my bank my online identification in order to do online payment.
They told me that I can do this, via messages or email…
Can you help me ?

Hello! Is this an online card purchase? If so, they may mean 3D secure, which Monzo do via a notification or prompt in-app. Do you see a prompt at the top of your feed that asks you to approve a transaction?

Most banks send these codes via text/email so I think that’s why they might have mentioned those

Usually I receive a notification in the app, but today nothing .
The shopping app was telling about something like a procedure due to the change in the European law. How can I talk with an agent ?

Help section and search “contact”